Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased five large items on 1/22 for $1681, invoice B-[redacted]. The items on Ms. [redacted]’s invoice were originally available to be picked up on 1/26 from 11am to 2pm at the estate in [redacted]. This is...
the information that would have been present on the item pages during bidding. Due to issues with EBTH’s access to the property, the scheduled pickup date had to be changed to 2/2. On Wednesday 1/24, EBTH sent an email to every winning bidder of this particular sale, informing them of this change. When Ms. [redacted] contacted our customer service team on Friday 1/26, she let us know that she did not receive the email informing her about the change to the pickup time. Because we have record of having sent this email, we cannot speak to why it was not received by Ms. [redacted]. The information was also updated on her invoice located on the EBTH website.She asked that we ship the items for free or have someone come to the property to give her access, neither of which we were able to accommodate. The customer service representative with whom she spoke asked Ms. [redacted] to send the receipt for the hired truck and helper so that she could inquire about reimbursement on Ms. [redacted]’s behalf. This is something that the representative would have required management approval for, but it is an inquiry the representative was happy to make. As of the writing of this response, Ms. [redacted] has not sent EBTH her receipt for the hired truck and help. If she is able to send us an official receipt from a business, we will reimburse her the amount of the receipt in the form of a refund to her paid invoice as a one time courtesy. We understand it can be frustrating when dates like this have changed, though we did change the information on her invoice and email her. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The person responding is either misinformed or is deliberately providing false information. Shipping methods and prices have grossly been modified over the course of the past year without updates to the original terms of service. EBTH's concept of 10 days was refuted by phone conversation justifying the newly increased shipping costs explaining the new fees were to cover 2day air via [redacted]. 10days btw changes from employee to employee. Some say the 10 days starts after payment is received some say its 10 days after pickup is allowed from the auction which they will not allow if you are out of state. I have tried. Futhermore in regards to this transaction I was told the cost breakdown was as follows. Transit: $87.24Insurance: $64.26Custom Packing: $46.16Total: $197.66After confirming the prices with [redacted] the transit fee of $87 is the cost of ground shipping with insurance. The "custom" packing involved a Ziploc sandwich bag and wadded paper. Which leaves a mystery charge of $64 for additional insurance. Or the package was double insured allowing EBTH to claim a loss on two policies if a loss did occur.I was hoping EBTH would take the time to correct the issue verses lashing out at a customer. However based on my previous conversations with EBTH employees this is the culture they cultivate.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] As stated in their reply to you, On 2/27, the charge Mr. [redacted] is $134.28, the full balance of the invoice including taxes and shipping. On 2/28, a $10 gift card was applied to my invoice. This brings the total to $124.28So EBTH still owes me the $10.00 because they charged my card on 3/23/17 for $134.28.A lady says that my Gift card had been used, yes it was, to reduce the total invoice price from $134.28 to $124.26 on 2/28/17. I told her to check their email from 2/28.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns.Ms. [redacted]’s refund was initiated on 2/2. There was an error in processing the refund with our processing company which, upon receipt of Ms. [redacted]’s rejection, we investigated and corrected. This is a very unusual problem and we apologize for any inconvenience this error may have caused. We have sent her a receipt directly from Stripe, our credit card processor. A refund has been processed for $82.82. It can take up to 10 days to appear in Ms. [redacted]’s account, depending on her financial institution. Thank you for your consideration,EBTH
Good morning,We have reviewed this customers complaint. There are some statements in here that we would like to address. We allow for some items to be picked up in the home or shipped if the items are not picked up. If the items are not picked up at the home, we ship the items as...
we have to be out of the estate in many occasions on a tight timeline. We did respond to each and every contact from the customer from what I can see in our system.Invoice [redacted] was refunded in full by our customer service staff. This was resolved in ticket #[redacted].Invoice [redacted] - Customer Service emailed the customer on 07/19 that her items were at the shipping warehouse however she hadn't paid out for shipping. No response from the customer in FD. Their are no gains for EBTH to not match the product purchased to the customer. We wish for each interaction to be a positive one. If you can respond to us about the final item, we will charge out the shipping and get you your item. Thank you.[redacted]EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have uploaded two pictures so we can eliminate the subjectivity. The first photo attached is directly from the EBTH auction posting. The focus needs to be on the white areas of the rug in the picture. The second picture is what we received. I would like to understand how these two pictures are the same as EBTH is claiming? Further, when we took the rug in to an expert, he noted the rugs cannot be the same or the picture from EBTH was doctored from its present condition. We understand that we purchased the rug in a "as-is" condition but we did not pick up the rug that was pictured/represented by EBTH. If that rug is available, we would be happy to pick that one up?This is a material misrepresentation by EBTH and that is why we are seeking a partial reimbursement of the restoration of this rug. We are not asking for a full recovery and feel that we are being more than fair by only asking for partial. Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If the items can be picked up at the EBTH [redacted] warehouse, I will gladly take them.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Some of Mr. [redacted]’s items have been resold. Since October of 2015, Mr. [redacted] has had three accounts with us, all suspended due to consistent instances of nonpayment and fraud. In his most recent invoices, several items were resold for nonpayment. The terms and conditions, which are agreed to prior to creating an account, state that “Any items not paid for in accordance with the EBTH Terms and Conditions within seven (7) days of the sale closing (or upon a later applicable payment due date as may be provided herein) will be forfeited by you and EBTH may, in its sole and absolute discretion, resell or dispose of the items as well as donate the items to a charity of EBTH’s choosing. EBTH reserves the right to charge any payment option you have on file and/or to report your account to collections for the combined total of the original invoice amount and any moving or disposal charges and you will be responsible for any charges incurred by EBTH in collecting your payment.” Mr. [redacted] is still responsible for paying for the items and, therefore, cannot be refunded. Most of the invoices that have been able to be delivered have been. [redacted], which contains two pieces of furniture, is being delivered via our home delivery service, which can take up to 8 weeks. It was purchased on 2/26, so he should be contacted for delivery by the end of April. Per Revdex.com complaint [redacted], filed by Mr. [redacted] on 4/7/2017 and accepted by the Revdex.com on 4/14/2017, we have decided to discontinue our current business relationship with Mr. [redacted] and permanently suspend his account. His IP address and cookie footprint have been flagged and any future accounts he attempts to create will be automatically suspended.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased two jewelry lots for $70 total on 4/30, invoice B-[redacted]. With sales tax and shipping, his final total was $90.50. When he checked out on EBTH.com on 4/30, Mr. [redacted] inadvertently entered the wrong shipping...
address. The pieces shipped via [redacted], in which the piece is picked up by [redacted] and transferred to [redacted], on 5/11. That same day he called to have us enter the correct address. The customer service representative updated the address, but we were unable to make the change with [redacted]. The pieces traveled from our shipping facility in [redacted] to [redacted] and back, with [redacted] returning them to us on 5/26. They were placed back in our shipping queue to be repacked and resent to the updated address. Upon receipt of this complaint, we verified that these pieces were still in the shipping queue. They were packed and sent to Mr. [redacted] via [redacted], tracking number [redacted]. They were sent to the same address Mr. [redacted] used when he filed with the Revdex.com.Mr. [redacted] should see his pieces by the end of the day 6/22. We apologize for the delay. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns.As stated in the last response, Mr. [redacted] purchased a set of Royal Copenhagen porcelain on 2/13 for $31, with $2.27 in tax and $16.25 in shipping. The scheduled removal date was 2/16, so on 2/17 the shipping process started. We have included a PDF copy of Mr. [redacted]’s invoice where the removal and payment date is listed at the bottom as 2/16. Please note that this copy of his invoice does not include the shipping for which Mr. [redacted] has been refunded. Per our shipping terms and conditions, “EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal or payment date. Tracking numbers will be provided via email as available.”When we receive emails, we answer them within 24 hours of receipt. We have received two emails from Mr. [redacted] in regards to this issue and, in both instances, he called within 24 hours, before the emails could be responded to and the tickets generated by his emails were closed. Our customer service team clocks out at 6 pm, so tickets received late in the day may not be responded to until the following business day. The first email we received from Mr. [redacted] was on Tuesday 2/28 at 5:23 pm, ticket #331036. It read "Why is it taking so long to ship my purchase? Invoice [redacted] I won and paid on 2/13. It's over 2 weeks! This is ridiculous! Ship it by Thursday or cancel my purchase and I will not buy from EBTH again!” He called on Wednesday 3/1 and spoke to a customer service representative. That representative told him that the tenth business day would be Friday 3/3 and it would likely ship by then. The ticket was closed because we had spoken with Mr. [redacted]. Our customer service representative misspoke here as she did not factor in the President’s Day holiday on 2/20. Parcel and mail services were shut down that day, so 3/3 was actually the ninth business day. On Friday 3/3, the ninth business day, Mr. [redacted] called and spoke to a different customer service representative. He asked that the order be canceled and he be refunded, but we were experiencing a site outage at that point so she could not look into his invoice. He was told that the customer service representative would look into the invoice and be back in touch when the system came back up. He gave her his invoice number and said he would look for the money to be refunded. If the order shipped that day, he told her he would refuse it. She asked for a contact number, which he initially refused to give her since he had just verbally canceled the order. When she explained that she can’t cancel it without looking into it, he gave her his number. She told him she would investigate and be back in touch. At no point during this phone call did the customer service representative agree to refund Mr. [redacted]. Later that day, we received the second email from Mr. [redacted] at 6:04 pm. It read, “This has not shipped yet and I have paid 3 weeks ago. This has taken too long. I have emailed and called and have not gotten a response. Cancel this order and refund my money! I will not buy from EBTH again. Do Not Ship the items! I will not accept the box and will deny delivery. I want a refund right away, or I will take further actions. Why don't you respond to my emails or call me back?” While we do have some representatives who work on the weekends, the 24 hour deadline pertains to business days. Before we could respond to Mr. [redacted]’s email on Monday 3/6, he called and spoke to a third customer service representative. That person told Mr. [redacted] that we were still within the terms and conditions for shipping timelines since it was the tenth business day and that the item was scheduled to ship that day. Mr. [redacted] insisted we cancel his order and refund him, but our CS representative said she was not sure she could do that. He told her that if it was shipped, he would reject delivery.At that point, the customer service representative explained to Mr. [redacted] that rejection of delivery or canceling shipping would cause him to forfeit the item. She explained that in the event of a forfeit item, the customer is still responsible for paying the full invoice value. She told him that, if she could cancel shipping, she would refund his shipping cost as a courtesy, but he would still have to pay $33.17 for the item cost and tax. Mr. [redacted]’s response was “We’ll have to go through court on that” and instructed her to cancel the item anyway. We were able to cancel shipping, so Mr. [redacted] was refunded $16.25 for the canceled shipment and his email ticket was closed.Per our terms and conditions, “if you fail to pick-up any items at the specified time or designate a shipping or fulfillment option within seven (7) days of the close of bidding you will be considered to have abandoned and forfeited the items.” Canceling the shipment indicates a cancellation in the fulfillment option which, ultimately, lead to the item being abandoned and, thusly, forfeit. The terms and conditions also state that “You expressly agree that failure to receive any item in the event of abandonment does not relieve you of your obligation to pay for the item or any other fees. At a minimum, you will be charged the amount of your bid to satisfy payment obligations to the seller.”We cannot refund Mr. [redacted] any further. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] sent approximately 15 lots to our [redacted] warehouse for sale with EBTH, including loose gemstones and a pair of boots. With this, Mr. [redacted] included a self-made inventory list with values for the items he made himself....
The sales specialist with whom he worked explained to him that we cannot guarantee the value of any item, as is the nature of the auction sale format, and that items would be lotted in such a way that they could bring a minimum of $75-$100 per lot. Additionally, it was explained to him that the items would be sent to our gemology team in [redacted] and that any items deemed unsellable would not be sent back to him. While we have sold loose gemstones in the past, we have transitioned away from selling loose stones as a general policy because they do not carry the same value as a completed piece of jewelry. We accepted the loose stones from Mr. [redacted] since that was the majority of what he had sent us. The stones were sent to our gemology team in Blue Ash where they were assessed and analyzed appropriately. At EBTH, each gemologist on our team is a Graduate Gemologist from the Gemological Institute of America, where they were trained to use gemological equipment and procedures to identify and grade gemstones. Our gemology department did determine that two of the stones sent to us were synthetic and, therefore, unsellable as loose stones. They were also able to determine that a small collection of white stones that Mr. [redacted] thought were diamonds were actually white sapphires and they were lotted with the rest of the sapphires he sent. In total, Mr. [redacted] sent 14 lots of gemstones. Two were determined to be unsellable and two were combined into other lots. The unsellable lots were disposed of, per the terms of Mr. [redacted]’s contract with EBTH, and we cannot send them back. It was brought to our attention that the carat weight on the lot of sapphires, which included the white sapphires, was cataloged incorrectly. We pulled the lot to be relisted with the correct weight in a later sale, but Mr. [redacted] requested those be sent back to him. The project manager in the [redacted] market sent them back. Mr. [redacted]’s items sold for a total of $834, for an average of $92 per lot at 9 total lots. This is within the expectations set forth by the sales team in [redacted]. After commission, which was 40%, Mr. [redacted] received $500.40. We cannot change the commission or offer Mr. [redacted] any additional compensation for his sale. Item values are determined by our bidders. Thank you for your consideration,EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However at this time I still have not received a phone call back from any of my multiple talks with ebth...they said they would return a call to me on at least 3 conversations, and even after bb got involved, still nothing...
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] ---Hello David – Thank you for your willingness to help me with all the damaged merchandise and fake art I received. I had nothing but great hopes for a long term business relationship with EBTH – and now feel depressed - stressed – traumatized and horrified by the way my product was shipped, the merchandise that arrived damaged and/or fake art on over 7 invoices. I received 3 packages from your company this past Saturday which I am afraid to open as I believe it’s the artwork that I ordered back in May – and if it is damaged or fake (like much of the rest I’ve received) it becomes too stressful and depressing for me. Let me know what size photos do you need? so we can clear this up ASAP. After a complete refund for damaged and fake goods – as well as all shipping costsassociated with these invoices, I would like to send all the damaged/fake goods back to you –And you can see for yourself what I received - compared to what was advertised on your website.Thanks again for your help. I appreciate you reaching out. Please, do not hesitate to contact me with any questions or comments or anything else you may need to expedite this urgent matter. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] First of all, I began buying from EBTH in February of 2013, not 2015. So, they couldn't even get that right. I am fully aware that I got a refund for the amount I paid for the items on said invoice. However, that is not the resolution I requested. Nor did I request that "operations" be forwarded my concerns. I still want to to speak with a principal of the business about this new policy. I know the company was sold fairly recently, and I believe that the new owners are not paying the proper respect to the principals upon which the business was originally based. I want a real conversation with a live person. Their offhanded dismissal and offer of a $25 gift certificate just proves my point.Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. When shipping cannot be combined, each package is shipped individually. In this instance, the items purchased by Ms. [redacted] were not eligible for combined shipping, so they shipped individually. All shipping information is available...
on our website before bidding.After filing with the Revdex.com, Ms. [redacted] called our customer service staff. This was explained to her and, as a courtesy, she was issued a $35 shipping refund. We consider this matter resolved. Thanks for your consideration. EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Assure that all bidders are aware of the shipping costs prior to bidding. If I had known what EBTH charged for shipping, I would NOT have bid on the item. In my case, the system simply asked if I would accept shipping (pick up was not available had I wanted to use that option) without giving me a general cost. That is deceptive, sneaky and downright wrong. I want EBTH to acknowledge shipping will be disclosed in advance of a bid (for all those who still want to use this auction site) and I would like an apology - I would not have bid had I been given a round figure for shipping charges.
Regards,
[redacted]
Thank you for the the opportunity to respond to these concerns.Mr. [redacted] purchased a first-generation [redacted] from sale #[redacted] for $70 on May 9th, 2017. He received the item by mail on May 17th and e-mailed Customer Service on May 18th to let us know that the item did not work. Specifically, he...
stated that the item did not power on and that he took it to an [redacted] store, where he was informed that the power button was defective. In the description, EBTH listed that this item turns on but was not tested further, so we allowed the customer to return the item for a review. Item was returned back to EBTH, placed in our returns queue and was reviewed in the order that it was received. When reviewed, the item powered on immediately when plugged in to charge. After being fully charged, the item was reviewed for further inspection; it was discovered that the power button did not work. In the original listing, EBTH states that this item “powered on, but [is] otherwise untested.” Mr. [redacted] originally reached out to say that the item did not turn on, however, it was proven otherwise after being reviewed by customer service. No further claims we made regarding the functionality of this piece. Per our terms and conditions, “All items are sold “as is” and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touch-up or repairs prior to use and the available information about these items may be limited. EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the description. EBTH will provide descriptions based on its assessment of an item. However, you should not assume that our assessment of condition will be the same as your assessment.”We are unable to offer Mr. [redacted] a refund for this piece. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased five large items on 1/22 for $1681, invoice B-[redacted]. The items on Ms. [redacted]’s invoice were originally available to be picked up on 1/26 from 11am to 2pm at the estate in [redacted]. This is...
the information that would have been present on the item pages during bidding. Due to issues with EBTH’s access to the property, the scheduled pickup date had to be changed to 2/2. On Wednesday 1/24, EBTH sent an email to every winning bidder of this particular sale, informing them of this change. When Ms. [redacted] contacted our customer service team on Friday 1/26, she let us know that she did not receive the email informing her about the change to the pickup time. Because we have record of having sent this email, we cannot speak to why it was not received by Ms. [redacted]. The information was also updated on her invoice located on the EBTH website.She asked that we ship the items for free or have someone come to the property to give her access, neither of which we were able to accommodate. The customer service representative with whom she spoke asked Ms. [redacted] to send the receipt for the hired truck and helper so that she could inquire about reimbursement on Ms. [redacted]’s behalf. This is something that the representative would have required management approval for, but it is an inquiry the representative was happy to make. As of the writing of this response, Ms. [redacted] has not sent EBTH her receipt for the hired truck and help. If she is able to send us an official receipt from a business, we will reimburse her the amount of the receipt in the form of a refund to her paid invoice as a one time courtesy. We understand it can be frustrating when dates like this have changed, though we did change the information on her invoice and email her. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The person responding is either misinformed or is deliberately providing false information. Shipping methods and prices have grossly been modified over the course of the past year without updates to the original terms of service. EBTH's concept of 10 days was refuted by phone conversation justifying the newly increased shipping costs explaining the new fees were to cover 2day air via [redacted]. 10days btw changes from employee to employee. Some say the 10 days starts after payment is received some say its 10 days after pickup is allowed from the auction which they will not allow if you are out of state. I have tried. Futhermore in regards to this transaction I was told the cost breakdown was as follows. Transit: $87.24Insurance: $64.26Custom Packing: $46.16Total: $197.66After confirming the prices with [redacted] the transit fee of $87 is the cost of ground shipping with insurance. The "custom" packing involved a Ziploc sandwich bag and wadded paper. Which leaves a mystery charge of $64 for additional insurance. Or the package was double insured allowing EBTH to claim a loss on two policies if a loss did occur.I was hoping EBTH would take the time to correct the issue verses lashing out at a customer. However based on my previous conversations with EBTH employees this is the culture they cultivate.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] As stated in their reply to you, On 2/27, the charge Mr. [redacted] is $134.28, the full balance of the invoice including taxes and shipping. On 2/28, a $10 gift card was applied to my invoice. This brings the total to $124.28So EBTH still owes me the $10.00 because they charged my card on 3/23/17 for $134.28.A lady says that my Gift card had been used, yes it was, to reduce the total invoice price from $134.28 to $124.26 on 2/28/17. I told her to check their email from 2/28.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns.Ms. [redacted]’s refund was initiated on 2/2. There was an error in processing the refund with our processing company which, upon receipt of Ms. [redacted]’s rejection, we investigated and corrected. This is a very unusual problem and we apologize for any inconvenience this error may have caused. We have sent her a receipt directly from Stripe, our credit card processor. A refund has been processed for $82.82. It can take up to 10 days to appear in Ms. [redacted]’s account, depending on her financial institution. Thank you for your consideration,EBTH
Good morning,We have reviewed this customers complaint. There are some statements in here that we would like to address. We allow for some items to be picked up in the home or shipped if the items are not picked up. If the items are not picked up at the home, we ship the items as...
we have to be out of the estate in many occasions on a tight timeline. We did respond to each and every contact from the customer from what I can see in our system.Invoice [redacted] was refunded in full by our customer service staff. This was resolved in ticket #[redacted].Invoice [redacted] - Customer Service emailed the customer on 07/19 that her items were at the shipping warehouse however she hadn't paid out for shipping. No response from the customer in FD. Their are no gains for EBTH to not match the product purchased to the customer. We wish for each interaction to be a positive one. If you can respond to us about the final item, we will charge out the shipping and get you your item. Thank you.[redacted]EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have uploaded two pictures so we can eliminate the subjectivity. The first photo attached is directly from the EBTH auction posting. The focus needs to be on the white areas of the rug in the picture. The second picture is what we received. I would like to understand how these two pictures are the same as EBTH is claiming? Further, when we took the rug in to an expert, he noted the rugs cannot be the same or the picture from EBTH was doctored from its present condition. We understand that we purchased the rug in a "as-is" condition but we did not pick up the rug that was pictured/represented by EBTH. If that rug is available, we would be happy to pick that one up?This is a material misrepresentation by EBTH and that is why we are seeking a partial reimbursement of the restoration of this rug. We are not asking for a full recovery and feel that we are being more than fair by only asking for partial. Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If the items can be picked up at the EBTH [redacted] warehouse, I will gladly take them.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Some of Mr. [redacted]’s items have been resold. Since October of 2015, Mr. [redacted] has had three accounts with us, all suspended due to consistent instances of nonpayment and fraud. In his most recent invoices, several items were resold for nonpayment. The terms and conditions, which are agreed to prior to creating an account, state that “Any items not paid for in accordance with the EBTH Terms and Conditions within seven (7) days of the sale closing (or upon a later applicable payment due date as may be provided herein) will be forfeited by you and EBTH may, in its sole and absolute discretion, resell or dispose of the items as well as donate the items to a charity of EBTH’s choosing. EBTH reserves the right to charge any payment option you have on file and/or to report your account to collections for the combined total of the original invoice amount and any moving or disposal charges and you will be responsible for any charges incurred by EBTH in collecting your payment.” Mr. [redacted] is still responsible for paying for the items and, therefore, cannot be refunded. Most of the invoices that have been able to be delivered have been. [redacted], which contains two pieces of furniture, is being delivered via our home delivery service, which can take up to 8 weeks. It was purchased on 2/26, so he should be contacted for delivery by the end of April. Per Revdex.com complaint [redacted], filed by Mr. [redacted] on 4/7/2017 and accepted by the Revdex.com on 4/14/2017, we have decided to discontinue our current business relationship with Mr. [redacted] and permanently suspend his account. His IP address and cookie footprint have been flagged and any future accounts he attempts to create will be automatically suspended.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased two jewelry lots for $70 total on 4/30, invoice B-[redacted]. With sales tax and shipping, his final total was $90.50. When he checked out on EBTH.com on 4/30, Mr. [redacted] inadvertently entered the wrong shipping...
address. The pieces shipped via [redacted], in which the piece is picked up by [redacted] and transferred to [redacted], on 5/11. That same day he called to have us enter the correct address. The customer service representative updated the address, but we were unable to make the change with [redacted]. The pieces traveled from our shipping facility in [redacted] to [redacted] and back, with [redacted] returning them to us on 5/26. They were placed back in our shipping queue to be repacked and resent to the updated address. Upon receipt of this complaint, we verified that these pieces were still in the shipping queue. They were packed and sent to Mr. [redacted] via [redacted], tracking number [redacted]. They were sent to the same address Mr. [redacted] used when he filed with the Revdex.com.Mr. [redacted] should see his pieces by the end of the day 6/22. We apologize for the delay. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns.As stated in the last response, Mr. [redacted] purchased a set of Royal Copenhagen porcelain on 2/13 for $31, with $2.27 in tax and $16.25 in shipping. The scheduled removal date was 2/16, so on 2/17 the shipping process started. We have included a PDF copy of Mr. [redacted]’s invoice where the removal and payment date is listed at the bottom as 2/16. Please note that this copy of his invoice does not include the shipping for which Mr. [redacted] has been refunded. Per our shipping terms and conditions, “EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal or payment date. Tracking numbers will be provided via email as available.”When we receive emails, we answer them within 24 hours of receipt. We have received two emails from Mr. [redacted] in regards to this issue and, in both instances, he called within 24 hours, before the emails could be responded to and the tickets generated by his emails were closed. Our customer service team clocks out at 6 pm, so tickets received late in the day may not be responded to until the following business day. The first email we received from Mr. [redacted] was on Tuesday 2/28 at 5:23 pm, ticket #331036. It read "Why is it taking so long to ship my purchase? Invoice [redacted] I won and paid on 2/13. It's over 2 weeks! This is ridiculous! Ship it by Thursday or cancel my purchase and I will not buy from EBTH again!” He called on Wednesday 3/1 and spoke to a customer service representative. That representative told him that the tenth business day would be Friday 3/3 and it would likely ship by then. The ticket was closed because we had spoken with Mr. [redacted]. Our customer service representative misspoke here as she did not factor in the President’s Day holiday on 2/20. Parcel and mail services were shut down that day, so 3/3 was actually the ninth business day. On Friday 3/3, the ninth business day, Mr. [redacted] called and spoke to a different customer service representative. He asked that the order be canceled and he be refunded, but we were experiencing a site outage at that point so she could not look into his invoice. He was told that the customer service representative would look into the invoice and be back in touch when the system came back up. He gave her his invoice number and said he would look for the money to be refunded. If the order shipped that day, he told her he would refuse it. She asked for a contact number, which he initially refused to give her since he had just verbally canceled the order. When she explained that she can’t cancel it without looking into it, he gave her his number. She told him she would investigate and be back in touch. At no point during this phone call did the customer service representative agree to refund Mr. [redacted]. Later that day, we received the second email from Mr. [redacted] at 6:04 pm. It read, “This has not shipped yet and I have paid 3 weeks ago. This has taken too long. I have emailed and called and have not gotten a response. Cancel this order and refund my money! I will not buy from EBTH again. Do Not Ship the items! I will not accept the box and will deny delivery. I want a refund right away, or I will take further actions. Why don't you respond to my emails or call me back?” While we do have some representatives who work on the weekends, the 24 hour deadline pertains to business days. Before we could respond to Mr. [redacted]’s email on Monday 3/6, he called and spoke to a third customer service representative. That person told Mr. [redacted] that we were still within the terms and conditions for shipping timelines since it was the tenth business day and that the item was scheduled to ship that day. Mr. [redacted] insisted we cancel his order and refund him, but our CS representative said she was not sure she could do that. He told her that if it was shipped, he would reject delivery.At that point, the customer service representative explained to Mr. [redacted] that rejection of delivery or canceling shipping would cause him to forfeit the item. She explained that in the event of a forfeit item, the customer is still responsible for paying the full invoice value. She told him that, if she could cancel shipping, she would refund his shipping cost as a courtesy, but he would still have to pay $33.17 for the item cost and tax. Mr. [redacted]’s response was “We’ll have to go through court on that” and instructed her to cancel the item anyway. We were able to cancel shipping, so Mr. [redacted] was refunded $16.25 for the canceled shipment and his email ticket was closed.Per our terms and conditions, “if you fail to pick-up any items at the specified time or designate a shipping or fulfillment option within seven (7) days of the close of bidding you will be considered to have abandoned and forfeited the items.” Canceling the shipment indicates a cancellation in the fulfillment option which, ultimately, lead to the item being abandoned and, thusly, forfeit. The terms and conditions also state that “You expressly agree that failure to receive any item in the event of abandonment does not relieve you of your obligation to pay for the item or any other fees. At a minimum, you will be charged the amount of your bid to satisfy payment obligations to the seller.”We cannot refund Mr. [redacted] any further. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] sent approximately 15 lots to our [redacted] warehouse for sale with EBTH, including loose gemstones and a pair of boots. With this, Mr. [redacted] included a self-made inventory list with values for the items he made himself....
The sales specialist with whom he worked explained to him that we cannot guarantee the value of any item, as is the nature of the auction sale format, and that items would be lotted in such a way that they could bring a minimum of $75-$100 per lot. Additionally, it was explained to him that the items would be sent to our gemology team in [redacted] and that any items deemed unsellable would not be sent back to him. While we have sold loose gemstones in the past, we have transitioned away from selling loose stones as a general policy because they do not carry the same value as a completed piece of jewelry. We accepted the loose stones from Mr. [redacted] since that was the majority of what he had sent us. The stones were sent to our gemology team in Blue Ash where they were assessed and analyzed appropriately. At EBTH, each gemologist on our team is a Graduate Gemologist from the Gemological Institute of America, where they were trained to use gemological equipment and procedures to identify and grade gemstones. Our gemology department did determine that two of the stones sent to us were synthetic and, therefore, unsellable as loose stones. They were also able to determine that a small collection of white stones that Mr. [redacted] thought were diamonds were actually white sapphires and they were lotted with the rest of the sapphires he sent. In total, Mr. [redacted] sent 14 lots of gemstones. Two were determined to be unsellable and two were combined into other lots. The unsellable lots were disposed of, per the terms of Mr. [redacted]’s contract with EBTH, and we cannot send them back. It was brought to our attention that the carat weight on the lot of sapphires, which included the white sapphires, was cataloged incorrectly. We pulled the lot to be relisted with the correct weight in a later sale, but Mr. [redacted] requested those be sent back to him. The project manager in the [redacted] market sent them back. Mr. [redacted]’s items sold for a total of $834, for an average of $92 per lot at 9 total lots. This is within the expectations set forth by the sales team in [redacted]. After commission, which was 40%, Mr. [redacted] received $500.40. We cannot change the commission or offer Mr. [redacted] any additional compensation for his sale. Item values are determined by our bidders. Thank you for your consideration,EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However at this time I still have not received a phone call back from any of my multiple talks with ebth...they said they would return a call to me on at least 3 conversations, and even after bb got involved, still nothing...
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] ---Hello David – Thank you for your willingness to help me with all the damaged merchandise and fake art I received. I had nothing but great hopes for a long term business relationship with EBTH – and now feel depressed - stressed – traumatized and horrified by the way my product was shipped, the merchandise that arrived damaged and/or fake art on over 7 invoices. I received 3 packages from your company this past Saturday which I am afraid to open as I believe it’s the artwork that I ordered back in May – and if it is damaged or fake (like much of the rest I’ve received) it becomes too stressful and depressing for me. Let me know what size photos do you need? so we can clear this up ASAP. After a complete refund for damaged and fake goods – as well as all shipping costsassociated with these invoices, I would like to send all the damaged/fake goods back to you –And you can see for yourself what I received - compared to what was advertised on your website.Thanks again for your help. I appreciate you reaching out. Please, do not hesitate to contact me with any questions or comments or anything else you may need to expedite this urgent matter. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] First of all, I began buying from EBTH in February of 2013, not 2015. So, they couldn't even get that right. I am fully aware that I got a refund for the amount I paid for the items on said invoice. However, that is not the resolution I requested. Nor did I request that "operations" be forwarded my concerns. I still want to to speak with a principal of the business about this new policy. I know the company was sold fairly recently, and I believe that the new owners are not paying the proper respect to the principals upon which the business was originally based. I want a real conversation with a live person. Their offhanded dismissal and offer of a $25 gift certificate just proves my point.Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. When shipping cannot be combined, each package is shipped individually. In this instance, the items purchased by Ms. [redacted] were not eligible for combined shipping, so they shipped individually. All shipping information is available...
on our website before bidding.After filing with the Revdex.com, Ms. [redacted] called our customer service staff. This was explained to her and, as a courtesy, she was issued a $35 shipping refund. We consider this matter resolved. Thanks for your consideration. EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Assure that all bidders are aware of the shipping costs prior to bidding. If I had known what EBTH charged for shipping, I would NOT have bid on the item. In my case, the system simply asked if I would accept shipping (pick up was not available had I wanted to use that option) without giving me a general cost. That is deceptive, sneaky and downright wrong. I want EBTH to acknowledge shipping will be disclosed in advance of a bid (for all those who still want to use this auction site) and I would like an apology - I would not have bid had I been given a round figure for shipping charges.
Regards,
[redacted]
Thank you for the the opportunity to respond to these concerns.Mr. [redacted] purchased a first-generation [redacted] from sale #[redacted] for $70 on May 9th, 2017. He received the item by mail on May 17th and e-mailed Customer Service on May 18th to let us know that the item did not work. Specifically, he...
stated that the item did not power on and that he took it to an [redacted] store, where he was informed that the power button was defective. In the description, EBTH listed that this item turns on but was not tested further, so we allowed the customer to return the item for a review. Item was returned back to EBTH, placed in our returns queue and was reviewed in the order that it was received. When reviewed, the item powered on immediately when plugged in to charge. After being fully charged, the item was reviewed for further inspection; it was discovered that the power button did not work. In the original listing, EBTH states that this item “powered on, but [is] otherwise untested.” Mr. [redacted] originally reached out to say that the item did not turn on, however, it was proven otherwise after being reviewed by customer service. No further claims we made regarding the functionality of this piece. Per our terms and conditions, “All items are sold “as is” and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touch-up or repairs prior to use and the available information about these items may be limited. EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the description. EBTH will provide descriptions based on its assessment of an item. However, you should not assume that our assessment of condition will be the same as your assessment.”We are unable to offer Mr. [redacted] a refund for this piece. Thank you for your consideration, EBTH