Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a women’s curly Persian lamb fur coat for $379 on 12/6, invoice B-[redacted]. With shipping and sales tax, her final invoice total was $432.06.Ms. [redacted] contacted EBTH customer service on 12/12 to inquire as to the...
condition and description of this piece. Per her conversation with our customer service team, she was concerned that the coat crackled when it was taken out of the box because the leather was in poor condition. The customer service team reached out to our fashion team, who reviewed this piece, and the fashion team agreed to allow the piece to be returned for reevaluation. EBTH received the coat on 12/19 and it was taken to the fashion team for evaluation. Our fashion team was able to determine that this coat likely dated to the late 1980s and that the crinkling noise was from the facing in the collar and part of the construction of of the piece. The customer service representative called Ms. [redacted] to relay this information and told her that we would be happy to offer a partial refund to have the shoulder pads removed. When listing clothing, we do frequently list items as vintage when we are able to definitively pinpoint the period in which a piece was manufactured. That said, the designation of “vintage” is left to discretion of our fashion team who evaluate our listings. If the team is unable to definitively age a piece, they do not put the “vintage” designation on that piece. For this coat, the fashion team believed it to be from the late 1980s, but were unable to say that definitely, so the designation of “vintage” was left off. EBTH has sold several curly Persian lamb wool coats in the past and, as always, the value has been determined by our bidders. The coat purchased by Ms. [redacted] sold for $376 because that is what our auction market determined it was worth. When Ms. [redacted] expressed her concerns with this piece, we authorized a return for reevaluation. Our fashion experts determined that the piece was listed properly and it was returned to Ms. [redacted]. We are happy to refund Ms. [redacted] $50 to offset the cost of the removal of the shoulder pads, as that is a concern she has had with the style of the piece, but we are unable to refund her in full.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.
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 Everything But The House (EBTH) in reference to complaint ID [redacted], and find that the EBTH offer of a $15 gift card is accepted. To enhance their customer bidding experience and customer satisfaction, EBTH should strongly consider enhancing the auction site description to include language that makes it clear that an addition shipping fee is required for items that MUST be shipped from another city other than the city of the sale and/or whether an additional fee is required for pickup at an "Alternate" location within the city of the sale.I sincerely hope EBTH recognizes my concerns and this complaint benefits both EBTH and its customers.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] Does your business not know how to read English!?! I have stated from the start of this complaint, that I am missing lot [redacted] and in my last response I added the word whole before the lot number; meaning I DID NOT RECEIVE ANYTHING FROM THAT LOT AT ALL!!! If I was only missing a certain item or more I would have specified that from the start! I do not know what your business did with this lot that I purchased but I suggest you find out!
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.Reverting back to my original post, the description and photos for each chaise were the same for both items -[redacted] and -[redacted]. I had no idea of the black mark because the photos did not indicate it or the description did not indicate it prior to the bid. After the bid, I received a new set of photos which is when I was alerted to contact EBTH immediately on Monday 5/29 with to formerly log my dispute. I keep checking the ticket # and send emails, Tuesday, Wednesday, and Thursday during normal business hours do not hear anything. Finally at 5pm Thursday, Stephen from customer service called me and said he is leaving in a hour to call back then to discuss dispute. Since I am at work and was not readily available to speak to Stephen within his timeframe of a hour, I could not call him right back. Then later that night, EBTH chooses a credit card that was on file but not listed as the primary (see attachment) and bills for the chaise without consent of the card. If you go to EBTH site and randomly choose any item you will see a description of the item along with the imperfections and accurate photos zoomed in to show those imperfections. Attached is a list of items I just randomly took from the site that details the imperfections so the buyer KNOWS exactly what they are bidding on as most online sites operate. On every item I purchased and followed on EBTH I knew exactly what I was bidding on except for this chaise. Attached is from their website on what can be returned. I notified them within minutes of my purchase, once I received the correct photos to dispute. If EBTH accepts a return in material errors listed in the description, then why would this not fall under this term. The description did not indicate this item was damaged what-so-ever, in fact it listed it as good. To any person, an item that is "good" means that there are not any blemishes or imperfections. The last attachment lists out what the seller can expect if they choose EBTH. If you notice, the middle section, " We photograph the items, write detailed descriptions, and upload them to EBTH.com. The sale goes live on EBTH.com for 7 days. Why did they NOT do this for the chaise I bid on?Again, the correct photos of the chaise were not uploaded, a detailed description was not listed, EBTH did not contact me to try to resolve the dispute until a hour before the pickup time ended, and EBTH randomly chose a credit card on file that was not listed as the primary to charge me for the chaise. Regards,[redacted]
Thank you for the opportunity to further respond to these concerns. Per our terms and conditions, “For your convenience, EBTH provides certain e-mail, push and SMS communications regarding the status of ongoing sales. These communications are provided as a courtesy only and are not official bid status communications. The failure to receive a notification of a winning bid does not relieve you from your contractual obligations as the winning bidder.” This means that, Ms. [redacted] was responsible for picking up her items, regardless of the SMS messaging. Additionally, she was emailed with her winning invoice information following her winning bid, at which point she would have been able to retrieve any and all relevant pick up information from the EBTH website. Our tech team is still investigating Ms. [redacted]’s SMS messaging. While we are unable to make her desired change to our app, we do have links to our terms and conditions located within the app. This invoice was held at our [redacted] showroom for Ms. [redacted] to pick up for 14 days before it was shipped. We are unable to refund her shipping further. 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. I did not receive the emails they claim to have sent. I had purchased other items from the company, received mails without issue. This time, I tried several times to reach someone and finally had a response while their customer service rep Heather who was investigating (for weeks) they "donated" the item I purchased. I would like a refund.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] was contacted twice by a member of our supervisory team. In both cases, the team member left a message. Unfortunately, the operations team is unable to make direct customer phone calls. In speaking to a member of the supervisory team, Ms. [redacted] will be able to provide feedback on a recorded call which can then be passed to the appropriate parties within EBTH. We are happy to attempt to call Ms. [redacted] again. 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.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Our warehouse pickup fees apply to larger items which stay in market. They are stored at a local storage facility and the fee is to cover the cost of that storage. Ms. [redacted] reached out to our customer service team with these...
concerns prior to filing with the Revdex.com. She was issued a refund for $90, bringing her warehouse pickup fees down to $120. Ms. [redacted] expressed satisfaction this this refund and thanked our customer service team. We consider this matter resolved. Thanks for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] has created an accurate timeline of events and meetings. We will fill in any gaps in the timeline and bring some clarity to his experience. Out of both our Lexington and Cincinnati markets, we offer consignment services...
and estate auction services. The estate auction experience outlined to Mr. [redacted] is accurate, but we do need to meet a certain value/distance criteria to hold an estate auction. Additionally, the in-home estate commission can be between 35% and 45% and this determination is based on the value of the items and the distance from our headquarters in market. Our inside sales team can make recommendations as to whether a sale is a consignment or an estate auction, but the final decision is ultimately up to the sales specialist in market. In Mr. [redacted]’s instance, the Lexington sales specialist determined that his items would be well suited for a consignment sale, rather than the estate auction initially recommended, based on the value of the items and the distance from the warehouse. A consignment sale would have been conducted at a 35% commission rate with the items being moved from [redacted] to our warehouse in Lexington at the seller’s expense. The price quoted to Mr. [redacted] was $1000, based on an estimate of a full moving truck and a drive time of 1 hour and 20 minutes. Mr. [redacted]’s estate has an estimated value of $5000, so this would likely cost about half of his final proceeds. Mr. [redacted] was dissatisfied with this and reached back out to our inside sales team. He was forwarded to our Cincinnati market in the hopes that it would be easier for that team to accommodate him. When the sales specialist in Cincinnati spoke with Mr. [redacted], she told him that the commission would be 45% for an in-home auction, based on value and a drive time of 1 hour and 15 minutes. Again, this is about half of the final proceeds of the estimated value. Ultimately, we determined that this is not a viable option for us to offer him. Mr. [redacted] spoke with our General Manager in Cincinnati at the end of December. In their conversations, the GM ag[redacted] to try to find a cheaper moving company. Mr. [redacted] did not propose splitting the moving cost with us to the GM, but we would not have been able to agree to that. Ultimately, in their final correspondence, our GM told Mr. [redacted] that he was unable to find a shipping quote that was of a favorable price. Moving quotes were again based on a full moving truck and the drive time from the property to the warehouse. In this instance, it takes the same amount of time to get from [redacted] to Cincinnati as it does to get from [redacted] to Lexington and, as such, all of the shipping quotes were about $1000. At this point, the only option we have to offer Mr. [redacted] is to sell his items at consignment, to be moved at Mr. [redacted]’s expense. We do, however, work with another local auction company for situations like this. Unlike us, they conduct live auctions offsite and can often accommodate in situations where we cannot. We understand that liquidating a parent’s estate can be a difficult thing to do and we would be happy to put Mr. [redacted] in touch with them. Thank you for your consideration, EBTH
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. [redacted] purchased 12 lots of 35mm slides and a photo proof on 5/8, invoice [redacted], for $200. With sales tax and shipping, his final invoice total was $318.22. [redacted] called into our customer service department on 5/9...
to request that shipping be combined for these pieces. The customer service representative with whom he spoke explained to him that these items were packed prior to being put up for sale and that they were ready to be shipped. She also explained that to remove each item from its individual box and pack all the items together would ultimately incur greater packing and labor costs. The items purchased by [redacted] were located at our Blue Ash, OH distribution center. At that facility, items are photographed, cataloged, and completely packed for shipment before they are offered for auction on EBTH. This allows us to offer lower shipping costs, but the items can’t be repacked together since they are already packed. We ask that customers bid with the assumption that all items will be shipped individually. Shipping for [redacted] invoice was $98.22, which approximately $7.50 per item. The cost breakdown is approximately $2.75 for the carrier and $4.75 for packing and labor. Due to the number of items [redacted] purchased, we are able to offer him a credit for $36 off his shipping or 1/3 of the total shipping cost. This is a one time courtesy we are happy to extend to [redacted] to help alleviate the shipping costs somewhat. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. Our refund of $3.93 is the maximum refund available to Ms. [redacted]. It is 1/4 of the final invoice price. We came to this number since there were four items in the lot she purchased and one was misrepresented. This is an exception to our terms and conditions, since it is outside of our 30 day return window, and she does not have to return the misrepresented chain. We would like to offer Ms. [redacted] a $10 gift card as well. We are aware that she has deleted her EBTH account, but we would like to extend this invitation to try us again. We would also like to offer our sincere apologies to Ms. [redacted] for her experience. We work hard to ensure that every item is described accurately and every customer service experience is professional and pleasant. We regret that we did not do this for Ms. [redacted]. Thank you for your consideration. EBTH
Hello there:I've been reviewing your conversations with the Customer Service team and with Marc and it seems they have been pretty responsive to your concerns. I believe you were informed that we can't ship flammable items, but due to an error where we did so in the past, this led to...
confusion. We have credited back the items we couldn't ship. For the stamps, Marc made you an offer of 50% off ($40) for the items as a good will gesture and we never heard back. I'm going to include the last three comments in the chain and if you can answer Marc's last question, we can get this resolved for you. Thank you.EBTH[redacted] Hey [redacted],Ticket: [redacted]Did you miss my message from yesterday? I'm not sure why this didn't come to you. Will you please review my response so that we can continue our dialog?Hey Tom,Ticket: [redacted]Thank you again for your patience while I got through your account and thank you for working with me.I checked all of your invoices, there are a bunch and thank you for that, and the issues I saw remaining were as follows:[redacted], it hasn't shipped yet. I reached out to the shipping warehouse to get an update. We should have tracking today or tomorrow.[redacted], it looks like you paid, the invoice is waiting for you to select the shipping on this one.Can you let me know if I missed anything? I would be happy to continue to help!Hope all is well!MarcT[redacted] I saw your response that one should few need to be shipped that does nothing about your company stealing and selling my purchase after I had paid and been three months waiting and being given the run around from Rebecca, what about my missing elvis presley stamp card that never appeared but the plate came in one box and the pocket knife three weeks later in a box large enough for a thousand. Never received the foreign currency all the paper bills plus the world travelers coins it is not very big to you since there value is only a couple hundred but they were bought for gifts I am dying and trying to make the most of time left and make everyone else happy so spending time doing this is not beneficial arguing I give inSent via the Samsung Galaxy S7, an AT&T 4G LTE smartphone-------- Original message --------M[redacted] Hey [redacted]Ticket: [redacted]I'm not arguing, I want to help and am trying to wrap up the open issues for you. On the stamps, would a $40 discount suffice? It looks like the lot of 3 items was purchased for $80. This would be a 50% discount. [redacted] is the other number you provided. I'm not able to locate that item number. Can you confirm and re-send for me?ThanksMarc
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 reviewed appear below.The package in question did finally arrive. I feel it only fair for a business to notify a buyer of any error that they make in failure to deliver a product. In this particular case the product in question I fully believe was actually put back into stock marked unsold with the date 12/12/16 written on the box. That would be an error on the part of the seller. Putting the item in a box that did not reflect this would have been a prudent decision since they failed to provide me with any communication that would have been truthful. I understand that error occur. I certainly would have been completely okay with the delivery delay had EBTH had been proactive and honest about the error. And again.. I did not buy this item in the state of Ohio. State taxes should not apply to the sale.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The reason why I do not accept the proposed settlement from EBTH is as follows: EBTH was show images, show similar items listed on 1stDibs.com, and inspected the lamp in person before accepting and wanting to sell the item. The piece was collected end of July. I first was first informed EBTH wanted to sell the item in a local NY sale of theirs because they could not sell the item out of state in OH by my sales rep [redacted] after I asked why the lamp was not listed in my sale. I asked if he felt he would have a good bidder base and if he was confident he could sell at a good price I was fine with that. If he could not assure a good result I would like the item returned. I followed up on this piece and other outstanding issues numerous times until [redacted] said he could no assure a good sale and that they would return the lamp. This was now early October. At no time was damage to the piece mentioned nor the loss of the fitting pieces to attach the shell to the base. I offered the item to a NY designer who agreed to pay 2800.00 USD for the piece. Weeks passed without the item being sent. It finally arrived and as stated that is when I found the damage to the shell and the missing pieces. the damage did not take place in shipment or packing as the box was perfect when it arrived and no bits of the shell were present. It is not my fault EBTH's insurance does not cover the pieces they damage when they do not inform the owner of the damage and allow the insurance the owner has to cover the items and sale expire. This was handled so poorly and with no warning or communication it requires them to pay outside of their insurance. For example EBTH shipped a piece of another persons property to me by mistake with my lamp. I reported this and returned it to them. It appeared to be part of a brass table. For arguments sake lets say this piece was to a clients 5,000 Gio Ponti table. If I did not return the item and they returned the clients table minus this piece they would compensate perhaps $100 based on a sale of a normal brass table. Although their poor negligence lead to the table now having no value and was all their fault the cost of a valuable table would be destroyed. If this was found by the client outside of the insurance window and sale date they would be out the tables value. Had EBTH returned the item within the given sale dates they had provided, informed me of the damage so my insurance could have covered the cost of the lamp, handled the situation as they should have as a professional business we would not be in this situation. They did not and as they damaged the item, lost pieces, and did not report this to me their solution of a $200 credit towards their site is no where near responsible or a credible solution. they cannot just destroy pieces, hold them for extended periods of time, and walk a away with no recourse. My items were never to be sold in Ohio at all and were to be held at their warehouse in CT for a NY sale in September as well so this who situation with EBTH has been a farce from the start.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] As stated before the pick up address was NOT in the city limits of [redacted]. They charged [redacted] City Tax. The software is inaccurate and they are not willing to check further. Every other business we have dealt with has tax software that is accurate and they do not charge [redacted] city tax. Example things delivered by [redacted], and [redacted] to name a few. They need to refund the tax to their customers. That is the only thing I will accept as a resolution. Please research the location of the sale and you will find for yourself that no city tax was due. The address in question is in the area of all the straight streets towards the top left just below the [redacted]. It's obvious from this map that we are not in the city limits. I sent this map to them also. [redacted]
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.I appreciate the correction of the tax discrepancy. I really hope they take it upon themselves to notify all their customers of the overpaid taxes that they are all due refunds for. However, EBTH claims that the item was only available to be shipped, but the email I received upon winning the auction specifically states that I should select my "Fulfillment Option" (Screenshot of email attached). As they said, the sale was in [redacted], but the item was apparently here in [redacted]. If I had known that, I would have selected the pickup "Fulfillment Option", but that information was not disclosed on the auction site nor in the email. There is no legitimate reason that any item they have at their "Central Processing Facility" (which is apparently local to me) should be unavailable for pickup, nor should the actual location of the item be deceptive. I used their Contact Form to reach out for an explanation of the incorrect sales tax amount (Screenshot attached showing email confirmation that my question was received). I never received a response and my card was automatically charged. They have no mechanism in place to deal with a dispute of charges, and that is a serious problem. It took going through this process just to get a reply. Consumers have rights, and I feel that EBTH violated those rights by deceptively advertising the item's location, and not responding to legitimate, and now confirmed, accusations of overcharging.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
** [redacted]
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a women’s curly Persian lamb fur coat for $379 on 12/6, invoice B-[redacted]. With shipping and sales tax, her final invoice total was $432.06.Ms. [redacted] contacted EBTH customer service on 12/12 to inquire as to the...
condition and description of this piece. Per her conversation with our customer service team, she was concerned that the coat crackled when it was taken out of the box because the leather was in poor condition. The customer service team reached out to our fashion team, who reviewed this piece, and the fashion team agreed to allow the piece to be returned for reevaluation. EBTH received the coat on 12/19 and it was taken to the fashion team for evaluation. Our fashion team was able to determine that this coat likely dated to the late 1980s and that the crinkling noise was from the facing in the collar and part of the construction of of the piece. The customer service representative called Ms. [redacted] to relay this information and told her that we would be happy to offer a partial refund to have the shoulder pads removed. When listing clothing, we do frequently list items as vintage when we are able to definitively pinpoint the period in which a piece was manufactured. That said, the designation of “vintage” is left to discretion of our fashion team who evaluate our listings. If the team is unable to definitively age a piece, they do not put the “vintage” designation on that piece. For this coat, the fashion team believed it to be from the late 1980s, but were unable to say that definitely, so the designation of “vintage” was left off. EBTH has sold several curly Persian lamb wool coats in the past and, as always, the value has been determined by our bidders. The coat purchased by Ms. [redacted] sold for $376 because that is what our auction market determined it was worth. When Ms. [redacted] expressed her concerns with this piece, we authorized a return for reevaluation. Our fashion experts determined that the piece was listed properly and it was returned to Ms. [redacted]. We are happy to refund Ms. [redacted] $50 to offset the cost of the removal of the shoulder pads, as that is a concern she has had with the style of the piece, but we are unable to refund her in full.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.
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 Everything But The House (EBTH) in reference to complaint ID [redacted], and find that the EBTH offer of a $15 gift card is accepted. To enhance their customer bidding experience and customer satisfaction, EBTH should strongly consider enhancing the auction site description to include language that makes it clear that an addition shipping fee is required for items that MUST be shipped from another city other than the city of the sale and/or whether an additional fee is required for pickup at an "Alternate" location within the city of the sale.I sincerely hope EBTH recognizes my concerns and this complaint benefits both EBTH and its customers.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] Does your business not know how to read English!?! I have stated from the start of this complaint, that I am missing lot [redacted] and in my last response I added the word whole before the lot number; meaning I DID NOT RECEIVE ANYTHING FROM THAT LOT AT ALL!!! If I was only missing a certain item or more I would have specified that from the start! I do not know what your business did with this lot that I purchased but I suggest you find out!
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.Reverting back to my original post, the description and photos for each chaise were the same for both items -[redacted] and -[redacted]. I had no idea of the black mark because the photos did not indicate it or the description did not indicate it prior to the bid. After the bid, I received a new set of photos which is when I was alerted to contact EBTH immediately on Monday 5/29 with to formerly log my dispute. I keep checking the ticket # and send emails, Tuesday, Wednesday, and Thursday during normal business hours do not hear anything. Finally at 5pm Thursday, Stephen from customer service called me and said he is leaving in a hour to call back then to discuss dispute. Since I am at work and was not readily available to speak to Stephen within his timeframe of a hour, I could not call him right back. Then later that night, EBTH chooses a credit card that was on file but not listed as the primary (see attachment) and bills for the chaise without consent of the card. If you go to EBTH site and randomly choose any item you will see a description of the item along with the imperfections and accurate photos zoomed in to show those imperfections. Attached is a list of items I just randomly took from the site that details the imperfections so the buyer KNOWS exactly what they are bidding on as most online sites operate. On every item I purchased and followed on EBTH I knew exactly what I was bidding on except for this chaise. Attached is from their website on what can be returned. I notified them within minutes of my purchase, once I received the correct photos to dispute. If EBTH accepts a return in material errors listed in the description, then why would this not fall under this term. The description did not indicate this item was damaged what-so-ever, in fact it listed it as good. To any person, an item that is "good" means that there are not any blemishes or imperfections. The last attachment lists out what the seller can expect if they choose EBTH. If you notice, the middle section, " We photograph the items, write detailed descriptions, and upload them to EBTH.com. The sale goes live on EBTH.com for 7 days. Why did they NOT do this for the chaise I bid on?Again, the correct photos of the chaise were not uploaded, a detailed description was not listed, EBTH did not contact me to try to resolve the dispute until a hour before the pickup time ended, and EBTH randomly chose a credit card on file that was not listed as the primary to charge me for the chaise. Regards,[redacted]
Thank you for the opportunity to further respond to these concerns. Per our terms and conditions, “For your convenience, EBTH provides certain e-mail, push and SMS communications regarding the status of ongoing sales. These communications are provided as a courtesy only and are not official bid status communications. The failure to receive a notification of a winning bid does not relieve you from your contractual obligations as the winning bidder.” This means that, Ms. [redacted] was responsible for picking up her items, regardless of the SMS messaging. Additionally, she was emailed with her winning invoice information following her winning bid, at which point she would have been able to retrieve any and all relevant pick up information from the EBTH website. Our tech team is still investigating Ms. [redacted]’s SMS messaging. While we are unable to make her desired change to our app, we do have links to our terms and conditions located within the app. This invoice was held at our [redacted] showroom for Ms. [redacted] to pick up for 14 days before it was shipped. We are unable to refund her shipping further. 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. I did not receive the emails they claim to have sent. I had purchased other items from the company, received mails without issue. This time, I tried several times to reach someone and finally had a response while their customer service rep Heather who was investigating (for weeks) they "donated" the item I purchased. I would like a refund.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] was contacted twice by a member of our supervisory team. In both cases, the team member left a message. Unfortunately, the operations team is unable to make direct customer phone calls. In speaking to a member of the supervisory team, Ms. [redacted] will be able to provide feedback on a recorded call which can then be passed to the appropriate parties within EBTH. We are happy to attempt to call Ms. [redacted] again. 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.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Our warehouse pickup fees apply to larger items which stay in market. They are stored at a local storage facility and the fee is to cover the cost of that storage. Ms. [redacted] reached out to our customer service team with these...
concerns prior to filing with the Revdex.com. She was issued a refund for $90, bringing her warehouse pickup fees down to $120. Ms. [redacted] expressed satisfaction this this refund and thanked our customer service team. We consider this matter resolved. Thanks for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] has created an accurate timeline of events and meetings. We will fill in any gaps in the timeline and bring some clarity to his experience. Out of both our Lexington and Cincinnati markets, we offer consignment services...
and estate auction services. The estate auction experience outlined to Mr. [redacted] is accurate, but we do need to meet a certain value/distance criteria to hold an estate auction. Additionally, the in-home estate commission can be between 35% and 45% and this determination is based on the value of the items and the distance from our headquarters in market. Our inside sales team can make recommendations as to whether a sale is a consignment or an estate auction, but the final decision is ultimately up to the sales specialist in market. In Mr. [redacted]’s instance, the Lexington sales specialist determined that his items would be well suited for a consignment sale, rather than the estate auction initially recommended, based on the value of the items and the distance from the warehouse. A consignment sale would have been conducted at a 35% commission rate with the items being moved from [redacted] to our warehouse in Lexington at the seller’s expense. The price quoted to Mr. [redacted] was $1000, based on an estimate of a full moving truck and a drive time of 1 hour and 20 minutes. Mr. [redacted]’s estate has an estimated value of $5000, so this would likely cost about half of his final proceeds. Mr. [redacted] was dissatisfied with this and reached back out to our inside sales team. He was forwarded to our Cincinnati market in the hopes that it would be easier for that team to accommodate him. When the sales specialist in Cincinnati spoke with Mr. [redacted], she told him that the commission would be 45% for an in-home auction, based on value and a drive time of 1 hour and 15 minutes. Again, this is about half of the final proceeds of the estimated value. Ultimately, we determined that this is not a viable option for us to offer him. Mr. [redacted] spoke with our General Manager in Cincinnati at the end of December. In their conversations, the GM ag[redacted] to try to find a cheaper moving company. Mr. [redacted] did not propose splitting the moving cost with us to the GM, but we would not have been able to agree to that. Ultimately, in their final correspondence, our GM told Mr. [redacted] that he was unable to find a shipping quote that was of a favorable price. Moving quotes were again based on a full moving truck and the drive time from the property to the warehouse. In this instance, it takes the same amount of time to get from [redacted] to Cincinnati as it does to get from [redacted] to Lexington and, as such, all of the shipping quotes were about $1000. At this point, the only option we have to offer Mr. [redacted] is to sell his items at consignment, to be moved at Mr. [redacted]’s expense. We do, however, work with another local auction company for situations like this. Unlike us, they conduct live auctions offsite and can often accommodate in situations where we cannot. We understand that liquidating a parent’s estate can be a difficult thing to do and we would be happy to put Mr. [redacted] in touch with them. Thank you for your consideration, EBTH
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. [redacted] purchased 12 lots of 35mm slides and a photo proof on 5/8, invoice [redacted], for $200. With sales tax and shipping, his final invoice total was $318.22. [redacted] called into our customer service department on 5/9...
to request that shipping be combined for these pieces. The customer service representative with whom he spoke explained to him that these items were packed prior to being put up for sale and that they were ready to be shipped. She also explained that to remove each item from its individual box and pack all the items together would ultimately incur greater packing and labor costs. The items purchased by [redacted] were located at our Blue Ash, OH distribution center. At that facility, items are photographed, cataloged, and completely packed for shipment before they are offered for auction on EBTH. This allows us to offer lower shipping costs, but the items can’t be repacked together since they are already packed. We ask that customers bid with the assumption that all items will be shipped individually. Shipping for [redacted] invoice was $98.22, which approximately $7.50 per item. The cost breakdown is approximately $2.75 for the carrier and $4.75 for packing and labor. Due to the number of items [redacted] purchased, we are able to offer him a credit for $36 off his shipping or 1/3 of the total shipping cost. This is a one time courtesy we are happy to extend to [redacted] to help alleviate the shipping costs somewhat. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. Our refund of $3.93 is the maximum refund available to Ms. [redacted]. It is 1/4 of the final invoice price. We came to this number since there were four items in the lot she purchased and one was misrepresented. This is an exception to our terms and conditions, since it is outside of our 30 day return window, and she does not have to return the misrepresented chain. We would like to offer Ms. [redacted] a $10 gift card as well. We are aware that she has deleted her EBTH account, but we would like to extend this invitation to try us again. We would also like to offer our sincere apologies to Ms. [redacted] for her experience. We work hard to ensure that every item is described accurately and every customer service experience is professional and pleasant. We regret that we did not do this for Ms. [redacted]. Thank you for your consideration. EBTH
Hello there:I've been reviewing your conversations with the Customer Service team and with Marc and it seems they have been pretty responsive to your concerns. I believe you were informed that we can't ship flammable items, but due to an error where we did so in the past, this led to...
confusion. We have credited back the items we couldn't ship. For the stamps, Marc made you an offer of 50% off ($40) for the items as a good will gesture and we never heard back. I'm going to include the last three comments in the chain and if you can answer Marc's last question, we can get this resolved for you. Thank you.EBTH[redacted] Hey [redacted],Ticket: [redacted]Did you miss my message from yesterday? I'm not sure why this didn't come to you. Will you please review my response so that we can continue our dialog?Hey Tom,Ticket: [redacted]Thank you again for your patience while I got through your account and thank you for working with me.I checked all of your invoices, there are a bunch and thank you for that, and the issues I saw remaining were as follows:[redacted], it hasn't shipped yet. I reached out to the shipping warehouse to get an update. We should have tracking today or tomorrow.[redacted], it looks like you paid, the invoice is waiting for you to select the shipping on this one.Can you let me know if I missed anything? I would be happy to continue to help!Hope all is well!MarcT[redacted] I saw your response that one should few need to be shipped that does nothing about your company stealing and selling my purchase after I had paid and been three months waiting and being given the run around from Rebecca, what about my missing elvis presley stamp card that never appeared but the plate came in one box and the pocket knife three weeks later in a box large enough for a thousand. Never received the foreign currency all the paper bills plus the world travelers coins it is not very big to you since there value is only a couple hundred but they were bought for gifts I am dying and trying to make the most of time left and make everyone else happy so spending time doing this is not beneficial arguing I give inSent via the Samsung Galaxy S7, an AT&T 4G LTE smartphone-------- Original message --------M[redacted] Hey [redacted]Ticket: [redacted]I'm not arguing, I want to help and am trying to wrap up the open issues for you. On the stamps, would a $40 discount suffice? It looks like the lot of 3 items was purchased for $80. This would be a 50% discount. [redacted] is the other number you provided. I'm not able to locate that item number. Can you confirm and re-send for me?ThanksMarc
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 reviewed appear below.The package in question did finally arrive. I feel it only fair for a business to notify a buyer of any error that they make in failure to deliver a product. In this particular case the product in question I fully believe was actually put back into stock marked unsold with the date 12/12/16 written on the box. That would be an error on the part of the seller. Putting the item in a box that did not reflect this would have been a prudent decision since they failed to provide me with any communication that would have been truthful. I understand that error occur. I certainly would have been completely okay with the delivery delay had EBTH had been proactive and honest about the error. And again.. I did not buy this item in the state of Ohio. State taxes should not apply to the sale.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The reason why I do not accept the proposed settlement from EBTH is as follows: EBTH was show images, show similar items listed on 1stDibs.com, and inspected the lamp in person before accepting and wanting to sell the item. The piece was collected end of July. I first was first informed EBTH wanted to sell the item in a local NY sale of theirs because they could not sell the item out of state in OH by my sales rep [redacted] after I asked why the lamp was not listed in my sale. I asked if he felt he would have a good bidder base and if he was confident he could sell at a good price I was fine with that. If he could not assure a good result I would like the item returned. I followed up on this piece and other outstanding issues numerous times until [redacted] said he could no assure a good sale and that they would return the lamp. This was now early October. At no time was damage to the piece mentioned nor the loss of the fitting pieces to attach the shell to the base. I offered the item to a NY designer who agreed to pay 2800.00 USD for the piece. Weeks passed without the item being sent. It finally arrived and as stated that is when I found the damage to the shell and the missing pieces. the damage did not take place in shipment or packing as the box was perfect when it arrived and no bits of the shell were present. It is not my fault EBTH's insurance does not cover the pieces they damage when they do not inform the owner of the damage and allow the insurance the owner has to cover the items and sale expire. This was handled so poorly and with no warning or communication it requires them to pay outside of their insurance. For example EBTH shipped a piece of another persons property to me by mistake with my lamp. I reported this and returned it to them. It appeared to be part of a brass table. For arguments sake lets say this piece was to a clients 5,000 Gio Ponti table. If I did not return the item and they returned the clients table minus this piece they would compensate perhaps $100 based on a sale of a normal brass table. Although their poor negligence lead to the table now having no value and was all their fault the cost of a valuable table would be destroyed. If this was found by the client outside of the insurance window and sale date they would be out the tables value. Had EBTH returned the item within the given sale dates they had provided, informed me of the damage so my insurance could have covered the cost of the lamp, handled the situation as they should have as a professional business we would not be in this situation. They did not and as they damaged the item, lost pieces, and did not report this to me their solution of a $200 credit towards their site is no where near responsible or a credible solution. they cannot just destroy pieces, hold them for extended periods of time, and walk a away with no recourse. My items were never to be sold in Ohio at all and were to be held at their warehouse in CT for a NY sale in September as well so this who situation with EBTH has been a farce from the start.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] As stated before the pick up address was NOT in the city limits of [redacted]. They charged [redacted] City Tax. The software is inaccurate and they are not willing to check further. Every other business we have dealt with has tax software that is accurate and they do not charge [redacted] city tax. Example things delivered by [redacted], and [redacted] to name a few. They need to refund the tax to their customers. That is the only thing I will accept as a resolution. Please research the location of the sale and you will find for yourself that no city tax was due. The address in question is in the area of all the straight streets towards the top left just below the [redacted]. It's obvious from this map that we are not in the city limits. I sent this map to them also. [redacted]
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.I appreciate the correction of the tax discrepancy. I really hope they take it upon themselves to notify all their customers of the overpaid taxes that they are all due refunds for. However, EBTH claims that the item was only available to be shipped, but the email I received upon winning the auction specifically states that I should select my "Fulfillment Option" (Screenshot of email attached). As they said, the sale was in [redacted], but the item was apparently here in [redacted]. If I had known that, I would have selected the pickup "Fulfillment Option", but that information was not disclosed on the auction site nor in the email. There is no legitimate reason that any item they have at their "Central Processing Facility" (which is apparently local to me) should be unavailable for pickup, nor should the actual location of the item be deceptive. I used their Contact Form to reach out for an explanation of the incorrect sales tax amount (Screenshot attached showing email confirmation that my question was received). I never received a response and my card was automatically charged. They have no mechanism in place to deal with a dispute of charges, and that is a serious problem. It took going through this process just to get a reply. Consumers have rights, and I feel that EBTH violated those rights by deceptively advertising the item's location, and not responding to legitimate, and now confirmed, accusations of overcharging.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
** [redacted]