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]
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.EBTH does not address their sneaky hiding of the 5 minute extension rule nor cite any law that permits them to use that form of illegal bidding. Their response is insufficient and does not address the specifics of my complaint. Moreover I have not received the item that I paid for nor an explanation of when it will be
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] I do not appreciate Everything But The House basically calling me a liar about missing items. I have rechecked the items I was sent when they first arrived and recently and was and still am missing the whole lot [redacted] of items. I also don’t appreciate this business saying that they can not locate my emails contacting them about my missing items, I have screen prints I took right before I clicked the send button on each of the three times I tried to contact Everything But The House. This company seems to have a problem losing people’s items from this auction, this company also lost another customer’s item and that story made the local news.
We have researched his concerns and we have the following findings. The Sales Specialist assigned to [redacted] is no longer with EBTH. We accept that in the transition, there was a breakdown in communication. Customer Service has been...
working with [redacted] to provide him the details for him. We sent one item to [redacted] for review, this is a third party authentication company we utilize for autograph certification. The [redacted] are both in sale [redacted] which will go live on September 19th. Thank you.David W.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. Ms. [redacted] purchased [redacted] guggle jug from EBTH on 1/3/17 for $160. She purchased another item for $60 and shipping was $29.75. On 1/19, she reached out to our customer service department via email to let us know that the jug...
was damaged. Later that day, we sent her our standard damage claim form and she quickly sent most of the requested pictures. On 1/23, our shipping specialist replied, apologizing for the damage and asking for an additional photo of the pitcher out of the bubble wrap. Ms. [redacted] replied to say she was out of town would send the photo upon her return and sent the photo requested on 1/26. That same day, our shipping specialist responded to let Ms. [redacted] know that she had filed a damage claim with [redacted]. She also told Ms. [redacted] that, due to the item’s value, [redacted] would have to come to her, inspect the item, and take it. Ms. [redacted] was asked to pack the item in its original packaging and place it outside for [redacted] to retrieve and told that retrieval would happen within 5 business days. On 1/27 Ms. [redacted] informed the shipping specialist they were still traveling but that they may be able to deliver the package to their local [redacted] office early the following week. The shipping specialist told Ms. [redacted] that “A specific damage team has to retrieve the item for inspection” that same day and that if [redacted] was unable to retrieve the item they would leave instructions on how to complete the claim. On 2/1, our shipping specialist received word from [redacted] that they were unable to retrieve the item for inspection, so she asked Ms. [redacted] to contact [redacted] to come pick up the piece and gave her the tracking information [redacted] would be using. Later that day, Ms. [redacted] asked why we had scheduled the pickup when we knew she was traveling. Our shipping specialist assumed, based on the emails from the previous week, that Ms. [redacted] had returned home and apologized for the miscommunication. She asked that Ms. [redacted] let us know when the item was picked up, which Ms. [redacted] agreed to. A week and a half passed without word from Ms. [redacted], so our shipping specialist reached out to her on 2/10 asking if she had heard from [redacted]. Ms. [redacted] replied on 2/11 that it had been sent back about a week earlier and packed to the [redacted] specifications. On 2/13, upon receiving this email, our shipping specialist refunded Ms. [redacted] $175, which is the item purchase price and half of the shipping cost. She thanked Ms. [redacted] for the update and apologized again that the item was damaged. Later that day, the shipping specialist looked deeper into the claim and saw that, according to [redacted], it had never been picked up. She reached back out to Ms. [redacted] for clarification about what exactly transpired in sending the pitcher back. Ms. [redacted] responded that evening and let us know that she had spoken to an employee and a manager at her local [redacted] store, where she dropped the package off. She apologized to our shipping specialist for the confusion, thanked her, and said her husband would go to the store the next day to get more information. On 2/14, the shipping specialist replied to Ms. [redacted] that we did not ask her to take the item to a [redacted] store and that we had, instead, provided her with contact information to call [redacted] so their damage team could come retrieve the item. The shipping specialist asked for the store location and phone number so she could begin to locate the item. Ms. [redacted] responded with a numbered list of complaints about how the damage claim process had been handled, including that they had taken the item to [redacted] after being told to by us, which is not accurate, and our scheduling the pickup when Ms. [redacted] was out of town, which we did not know. Our shipping specialist did respond to this email with red font as a means of addressing all of Ms. [redacted]’s concerns. Ms. [redacted] called our customer service department and asked to speak with a manager and with [redacted]. The shipping specialist attempted two more times to get the local [redacted] store information from Ms. [redacted]. Both times, Ms. [redacted] refused to provide that information and asked us to stop emailing her. At this point, we do not know where Ms. [redacted]’s pitcher is and we cannot, therefore, complete her return. If she can provide us with the location and contact information for her local store, we can begin to attempt to locate the item. We must do this because Ms. [redacted] took the item to a [redacted] store for return rather than contact [redacted] about a damage pickup, which is what we asked her to do. We would like to offer our sincere apologies to Ms. [redacted] for the item arriving to her damaged. We never like to see this happen. Thank you for your considerationEBTH
[redacted],Good speaking with you.We have reached out to [redacted] on six occasions to speak with [redacted] at [redacted]. We refunded $179.30 for shipping on 6/9/16 to the card ending in 0685. She had missed the pickup and we even gave her the option to pickup in the Columbus Showroom. She has challenged the fee with her bank, so we have the $31 on hold until the bank issues a resolution.Hope this is helpful. Here is a backend view from our internal system showing our actions. Thanks!SEE ATTACHED PDF
Thank you for the opportunity to respond to these concerns. We have checked with our shipping department and they are unable to locate the item. We apologize for this confusion. We have issued Ms. Trice a full refund of $200.72. Thank you for your considerationEBTH
Here was my response today. We wish to work towards resolution for [redacted]:Hello [redacted],Yes, let’s get this resolved. We want you to have fun with EBTH! Stress and trauma is never a response we want when getting your purchases! If you can just email the pictures to me, I’ll confirm when I receive them. How close are you to [redacted]? Please note, we will never make a customer suffer based on a mistake made by EBTH or an EBTH vendor. We will 100% make this right!I look forward to the pictures. Can you also include the item numbers too so I know what I’m looking at? At the end of this, I believe you will be having fun again on EBTH!
Hello [redacted],I've reviewed our phone records and tickets to see if you ever contacted EBTH to get a resolution and we have not had any contact from the phone number or account information provided. We would have been happy to make this right for you if given the chance. We will be...
reaching out to find out where the items are currently and see if we can find you a resolution. Please understand that, unlike retail, we have to be out of the home at a set date, typically under a very tight deadline to do all the labor involved in moving a full estate the way we do. If the items are not picked up, based on our terms and conditions, we charge for shipping so the customer can have their item. Our team will reach out to find a resolution for you. Thank you.EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a [redacted] poster for $1 on 6/19. With shipping and sales tax, her final total was $122.44.This piece was housed at our distribution center in Blue Ash, OH and was not available to be picked up. During the...
time that the sale was live, the only fulfillment option available to Ms. [redacted] would have been a shipping option. She did not process payment on her end, so shipping was booked and payment was processed automatically on 6/21. At Ms. [redacted]’s request, we were able to change the item to a forfeit item, in which case she is only responsible for paying $1.07 - the item price and the sales tax - and refund her shipping. She should see her refund process in the next few days. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. According to the closing specialist, the only fees discussed were those pertaining to the rug - the purchase price and the warehouse fees - and their removal would be reflected on his adjusted invoice. At no time was Mr. [redacted] told he would be exempt from the two remaining fees. In the conversation Mr. [redacted] had with Kriss in customer service, he showed her the invoice with an “estimated amount due” of $5. In the app, all fulfillment options are listed under the “shipping” tab, including the pickup information. If Mr. [redacted] had not clicked on this tab, he would not have been able to determine for sure whether his items were available for pickup, when that pickup would be held, and where that pickup would be held. All of the information was listed for the duration of the time the items were live on the website. As a courtesy, Kriss refunded Mr. [redacted] $20, but we cannot refund him any further. 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]---Revdex.com NOTE: Consumer has provided additional comment as follows: The response of EBTH acknowledges the alleged behavior, and offers the requested settlement amount, $750. We will accept this payment and the EBTH apology.The EBTH statement, that when the items are catalogued, the sellers “have access to” the dashboard incorrectly implies that the sellers can see all the items in the thumbnail photos and access the accompanying descriptions.The EBTH statement, that its contract states that it has sole control over the lots and items to be auctioned, is correct, but is also an admission that if the EBTH organizer is unknowledgeable, as in this case, the seller suffers with little recourse. EBTH agreed to include some other items when pressed, to everyone’s advantage. All the items in the auction sold, and the only item that was sold for the minimum bid was chosen by EBTH’s organizer.While the EBTH contract provides that compensation will be based on market value, and EBTH makes much of the fact that its personnel said they would look into our issues regarding broken and missing items, EBTH didn’t provide the contract “market value” evaluation or even mention the damage and losses when their check was issued, but resisted for weeks until we pressed the point to the corporate headquarters numerous times.The EBTH contract extends liability to instances where the damage was gross negligence. We reported numerous breakages and missing items and are now accepting the settlement offer by EBTH – enough said.
Thank you for the opportunity to respond to your complaints. Per our 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. For this lamp, the shipping process started September 29. When...
[redacted] reached out to us on October 4, we were only three business days into the shipping process. We advised him that we did have ten business days and to let us know if he did not receive notification of shipment by October 12. Unfortunately, we cannot look into shipping until we hit the ten business day mark. He reached out again on October 10, and we again told him we could not yet look into the shipping progress as it had not yet been ten business days. When [redacted] reached out to us on October 12, we were able to begin looking into his shipping progress. At that point, the customer service representative with whom [redacted] was working reached out to the shipping vendor contracted to ship this lamp out for an update. Simultaneously, she reached out to the team who worked on the sale from which the lamp originated. They let us know that there was no way it was left behind at the property and that the shipping vendor took it. The shipping vendor did not record having received the lamp. It is our estimation that it was lost by the vendor in transit to their facility. We accepted full responsibility for the loss of the lamp and refunded [redacted] in full. We do understand that it can be frustrating to not receive an item that was bid on and paid for. Unfortunately, the lamp has gone missing and cannot be delivered. We would like to offer a gift card to [redacted] and invite him to shop EBTH again. Thanks for your consideration,EBTH
Ms. [redacted] is correct in her assessment. We have reached out to her to make this right. We want to make sure she trusts the products she purchases. Our Customer Service lead will handle this and we look forward to hearing from her. We hope to earn her business back.
[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.
Thank you for your assistance.
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.]Thank you for providing additional information from EBTH.I do not accept their response because EBTh has not responded correctly to my previous comments and has provided erroneous information. Regarding shipping, how can you justify $17.76 for 2 cardboard boxes + styrofoam peanuts. and call this "custom pack"? How much does labor cost is there for ear rings weighing 3.6 oz (box included) and bracelet weighing 3.1 oz (box included)?As far as [redacted] consumer prices, commercial transit (shipping) and insurance costs are much lower than consumer prices because of the pricing [redacted] offers businesses.The screen shot EBTH provided (file: [redacted] Bracelet Shipping. jpg) lists 4 bids for the bracelet, all having a shipping cost of $9.83. How can this be? The first bid (zip 4562) was from McDermott, Ohio, the secxond bid (zip 33770) was from Largo, Fl was $9.83. the third bid mine (zip [redacted]) was $9.83. Again, how can the cost from different zip codes be identical? This contradicts EBTH's position that transit costs are based on location.On August 2, EBTH sent me a "screen shot" of 7 individual bids with different zip codes all reflecting a $21.21 shipping cost. Bids were from Palos hills, il, Oxen Hill, Md, Lewiston, Ny, Chicago, Il, Bellevue, Il, Middletown, Oh and St Louis, Mo. How can all 7 locations have identical shipping costs of $21.21? Incidentally, my bid was not included. EBTH states "payment for the invoice was collected on 8/1" EBTH applied payment to my charge card after I filed a complain. THIS PAYMENT WAS NOT AUTHORIZED BY 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.
I don't trust this company anymore. I have reached out to them many times with no response. This resolution is too late. I don't want anything to do with them anymore. I would just like a full refund.Thank you.
Regards,
[redacted]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Thank you for the opportunity to respond to these concerns. Per the email sent to Ms....
[redacted], she was able to pickup the items for free due to an error on our part, rather than have to pay a pickup or shipping fee. When she picked up her items, she was informed that she did not owe any extra. She still is required to pay for the items she purchases. We apologize that Ms. [redacted]’s customer service experience was not to her satisfaction. We have considered the call and we stand by our customer service team. That said, we do respect her desire to share this experience. Thanks for your consideration EBTH
Thank you for the opportunity to further respond to these concerns. The “original box” mentioned in the listing is the red box in which the watch itself is photographed. Based on the photographs Mr. [redacted] sent, this box is much smaller than the white cardboard box it was placed in, indicating that it may not be the box the watch case was placed in at the time of its original purchase. The dimensions of the watch and bracelet were listed accurately on the listing. According to Mr. [redacted]’s claims, these are measurements for a women’s watch. Based on this information, which was available to Mr. [redacted] during the bidding process, Mr. [redacted] would have been able to determine whether he thought this was a men’s watch or a women’s watch. EBTH does not sell watches for a specific gender as watches are easily changed and altered. We cannot return Mr. [redacted]’s watch. 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.EBTH does not address their sneaky hiding of the 5 minute extension rule nor cite any law that permits them to use that form of illegal bidding. Their response is insufficient and does not address the specifics of my complaint. Moreover I have not received the item that I paid for nor an explanation of when it will be
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] I do not appreciate Everything But The House basically calling me a liar about missing items. I have rechecked the items I was sent when they first arrived and recently and was and still am missing the whole lot [redacted] of items. I also don’t appreciate this business saying that they can not locate my emails contacting them about my missing items, I have screen prints I took right before I clicked the send button on each of the three times I tried to contact Everything But The House. This company seems to have a problem losing people’s items from this auction, this company also lost another customer’s item and that story made the local news.
We have researched his concerns and we have the following findings. The Sales Specialist assigned to [redacted] is no longer with EBTH. We accept that in the transition, there was a breakdown in communication. Customer Service has been...
working with [redacted] to provide him the details for him. We sent one item to [redacted] for review, this is a third party authentication company we utilize for autograph certification. The [redacted] are both in sale [redacted] which will go live on September 19th. Thank you.David W.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. Ms. [redacted] purchased [redacted] guggle jug from EBTH on 1/3/17 for $160. She purchased another item for $60 and shipping was $29.75. On 1/19, she reached out to our customer service department via email to let us know that the jug...
was damaged. Later that day, we sent her our standard damage claim form and she quickly sent most of the requested pictures. On 1/23, our shipping specialist replied, apologizing for the damage and asking for an additional photo of the pitcher out of the bubble wrap. Ms. [redacted] replied to say she was out of town would send the photo upon her return and sent the photo requested on 1/26. That same day, our shipping specialist responded to let Ms. [redacted] know that she had filed a damage claim with [redacted]. She also told Ms. [redacted] that, due to the item’s value, [redacted] would have to come to her, inspect the item, and take it. Ms. [redacted] was asked to pack the item in its original packaging and place it outside for [redacted] to retrieve and told that retrieval would happen within 5 business days. On 1/27 Ms. [redacted] informed the shipping specialist they were still traveling but that they may be able to deliver the package to their local [redacted] office early the following week. The shipping specialist told Ms. [redacted] that “A specific damage team has to retrieve the item for inspection” that same day and that if [redacted] was unable to retrieve the item they would leave instructions on how to complete the claim. On 2/1, our shipping specialist received word from [redacted] that they were unable to retrieve the item for inspection, so she asked Ms. [redacted] to contact [redacted] to come pick up the piece and gave her the tracking information [redacted] would be using. Later that day, Ms. [redacted] asked why we had scheduled the pickup when we knew she was traveling. Our shipping specialist assumed, based on the emails from the previous week, that Ms. [redacted] had returned home and apologized for the miscommunication. She asked that Ms. [redacted] let us know when the item was picked up, which Ms. [redacted] agreed to. A week and a half passed without word from Ms. [redacted], so our shipping specialist reached out to her on 2/10 asking if she had heard from [redacted]. Ms. [redacted] replied on 2/11 that it had been sent back about a week earlier and packed to the [redacted] specifications. On 2/13, upon receiving this email, our shipping specialist refunded Ms. [redacted] $175, which is the item purchase price and half of the shipping cost. She thanked Ms. [redacted] for the update and apologized again that the item was damaged. Later that day, the shipping specialist looked deeper into the claim and saw that, according to [redacted], it had never been picked up. She reached back out to Ms. [redacted] for clarification about what exactly transpired in sending the pitcher back. Ms. [redacted] responded that evening and let us know that she had spoken to an employee and a manager at her local [redacted] store, where she dropped the package off. She apologized to our shipping specialist for the confusion, thanked her, and said her husband would go to the store the next day to get more information. On 2/14, the shipping specialist replied to Ms. [redacted] that we did not ask her to take the item to a [redacted] store and that we had, instead, provided her with contact information to call [redacted] so their damage team could come retrieve the item. The shipping specialist asked for the store location and phone number so she could begin to locate the item. Ms. [redacted] responded with a numbered list of complaints about how the damage claim process had been handled, including that they had taken the item to [redacted] after being told to by us, which is not accurate, and our scheduling the pickup when Ms. [redacted] was out of town, which we did not know. Our shipping specialist did respond to this email with red font as a means of addressing all of Ms. [redacted]’s concerns. Ms. [redacted] called our customer service department and asked to speak with a manager and with [redacted]. The shipping specialist attempted two more times to get the local [redacted] store information from Ms. [redacted]. Both times, Ms. [redacted] refused to provide that information and asked us to stop emailing her. At this point, we do not know where Ms. [redacted]’s pitcher is and we cannot, therefore, complete her return. If she can provide us with the location and contact information for her local store, we can begin to attempt to locate the item. We must do this because Ms. [redacted] took the item to a [redacted] store for return rather than contact [redacted] about a damage pickup, which is what we asked her to do. We would like to offer our sincere apologies to Ms. [redacted] for the item arriving to her damaged. We never like to see this happen. Thank you for your considerationEBTH
[redacted],Good speaking with you.We have reached out to [redacted] on six occasions to speak with [redacted] at [redacted]. We refunded $179.30 for shipping on 6/9/16 to the card ending in 0685. She had missed the pickup and we even gave her the option to pickup in the Columbus Showroom. She has challenged the fee with her bank, so we have the $31 on hold until the bank issues a resolution.Hope this is helpful. Here is a backend view from our internal system showing our actions. Thanks!SEE ATTACHED PDF
Thank you for the opportunity to respond to these concerns. We have checked with our shipping department and they are unable to locate the item. We apologize for this confusion. We have issued Ms. Trice a full refund of $200.72. Thank you for your considerationEBTH
Here was my response today. We wish to work towards resolution for [redacted]:Hello [redacted],Yes, let’s get this resolved. We want you to have fun with EBTH! Stress and trauma is never a response we want when getting your purchases! If you can just email the pictures to me, I’ll confirm when I receive them. How close are you to [redacted]? Please note, we will never make a customer suffer based on a mistake made by EBTH or an EBTH vendor. We will 100% make this right!I look forward to the pictures. Can you also include the item numbers too so I know what I’m looking at? At the end of this, I believe you will be having fun again on EBTH!
Hello [redacted],I've reviewed our phone records and tickets to see if you ever contacted EBTH to get a resolution and we have not had any contact from the phone number or account information provided. We would have been happy to make this right for you if given the chance. We will be...
reaching out to find out where the items are currently and see if we can find you a resolution. Please understand that, unlike retail, we have to be out of the home at a set date, typically under a very tight deadline to do all the labor involved in moving a full estate the way we do. If the items are not picked up, based on our terms and conditions, we charge for shipping so the customer can have their item. Our team will reach out to find a resolution for you. Thank you.EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a [redacted] poster for $1 on 6/19. With shipping and sales tax, her final total was $122.44.This piece was housed at our distribution center in Blue Ash, OH and was not available to be picked up. During the...
time that the sale was live, the only fulfillment option available to Ms. [redacted] would have been a shipping option. She did not process payment on her end, so shipping was booked and payment was processed automatically on 6/21. At Ms. [redacted]’s request, we were able to change the item to a forfeit item, in which case she is only responsible for paying $1.07 - the item price and the sales tax - and refund her shipping. She should see her refund process in the next few days. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. According to the closing specialist, the only fees discussed were those pertaining to the rug - the purchase price and the warehouse fees - and their removal would be reflected on his adjusted invoice. At no time was Mr. [redacted] told he would be exempt from the two remaining fees. In the conversation Mr. [redacted] had with Kriss in customer service, he showed her the invoice with an “estimated amount due” of $5. In the app, all fulfillment options are listed under the “shipping” tab, including the pickup information. If Mr. [redacted] had not clicked on this tab, he would not have been able to determine for sure whether his items were available for pickup, when that pickup would be held, and where that pickup would be held. All of the information was listed for the duration of the time the items were live on the website. As a courtesy, Kriss refunded Mr. [redacted] $20, but we cannot refund him any further. 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]---Revdex.com NOTE: Consumer has provided additional comment as follows: The response of EBTH acknowledges the alleged behavior, and offers the requested settlement amount, $750. We will accept this payment and the EBTH apology.The EBTH statement, that when the items are catalogued, the sellers “have access to” the dashboard incorrectly implies that the sellers can see all the items in the thumbnail photos and access the accompanying descriptions.The EBTH statement, that its contract states that it has sole control over the lots and items to be auctioned, is correct, but is also an admission that if the EBTH organizer is unknowledgeable, as in this case, the seller suffers with little recourse. EBTH agreed to include some other items when pressed, to everyone’s advantage. All the items in the auction sold, and the only item that was sold for the minimum bid was chosen by EBTH’s organizer.While the EBTH contract provides that compensation will be based on market value, and EBTH makes much of the fact that its personnel said they would look into our issues regarding broken and missing items, EBTH didn’t provide the contract “market value” evaluation or even mention the damage and losses when their check was issued, but resisted for weeks until we pressed the point to the corporate headquarters numerous times.The EBTH contract extends liability to instances where the damage was gross negligence. We reported numerous breakages and missing items and are now accepting the settlement offer by EBTH – enough said.
Thank you for the opportunity to respond to your complaints. Per our 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. For this lamp, the shipping process started September 29. When...
[redacted] reached out to us on October 4, we were only three business days into the shipping process. We advised him that we did have ten business days and to let us know if he did not receive notification of shipment by October 12. Unfortunately, we cannot look into shipping until we hit the ten business day mark. He reached out again on October 10, and we again told him we could not yet look into the shipping progress as it had not yet been ten business days. When [redacted] reached out to us on October 12, we were able to begin looking into his shipping progress. At that point, the customer service representative with whom [redacted] was working reached out to the shipping vendor contracted to ship this lamp out for an update. Simultaneously, she reached out to the team who worked on the sale from which the lamp originated. They let us know that there was no way it was left behind at the property and that the shipping vendor took it. The shipping vendor did not record having received the lamp. It is our estimation that it was lost by the vendor in transit to their facility. We accepted full responsibility for the loss of the lamp and refunded [redacted] in full. We do understand that it can be frustrating to not receive an item that was bid on and paid for. Unfortunately, the lamp has gone missing and cannot be delivered. We would like to offer a gift card to [redacted] and invite him to shop EBTH again. Thanks for your consideration,EBTH
Ms. [redacted] is correct in her assessment. We have reached out to her to make this right. We want to make sure she trusts the products she purchases. Our Customer Service lead will handle this and we look forward to hearing from her. We hope to earn her business back.
[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.
Thank you for your assistance.
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.]Thank you for providing additional information from EBTH.I do not accept their response because EBTh has not responded correctly to my previous comments and has provided erroneous information. Regarding shipping, how can you justify $17.76 for 2 cardboard boxes + styrofoam peanuts. and call this "custom pack"? How much does labor cost is there for ear rings weighing 3.6 oz (box included) and bracelet weighing 3.1 oz (box included)?As far as [redacted] consumer prices, commercial transit (shipping) and insurance costs are much lower than consumer prices because of the pricing [redacted] offers businesses.The screen shot EBTH provided (file: [redacted] Bracelet Shipping. jpg) lists 4 bids for the bracelet, all having a shipping cost of $9.83. How can this be? The first bid (zip 4562) was from McDermott, Ohio, the secxond bid (zip 33770) was from Largo, Fl was $9.83. the third bid mine (zip [redacted]) was $9.83. Again, how can the cost from different zip codes be identical? This contradicts EBTH's position that transit costs are based on location.On August 2, EBTH sent me a "screen shot" of 7 individual bids with different zip codes all reflecting a $21.21 shipping cost. Bids were from Palos hills, il, Oxen Hill, Md, Lewiston, Ny, Chicago, Il, Bellevue, Il, Middletown, Oh and St Louis, Mo. How can all 7 locations have identical shipping costs of $21.21? Incidentally, my bid was not included. EBTH states "payment for the invoice was collected on 8/1" EBTH applied payment to my charge card after I filed a complain. THIS PAYMENT WAS NOT AUTHORIZED BY 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.
I don't trust this company anymore. I have reached out to them many times with no response. This resolution is too late. I don't want anything to do with them anymore. I would just like a full refund.Thank you.
Regards,
[redacted]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Thank you for the opportunity to respond to these concerns. Per the email sent to Ms....
[redacted], she was able to pickup the items for free due to an error on our part, rather than have to pay a pickup or shipping fee. When she picked up her items, she was informed that she did not owe any extra. She still is required to pay for the items she purchases. We apologize that Ms. [redacted]’s customer service experience was not to her satisfaction. We have considered the call and we stand by our customer service team. That said, we do respect her desire to share this experience. Thanks for your consideration EBTH
Thank you for the opportunity to further respond to these concerns. The “original box” mentioned in the listing is the red box in which the watch itself is photographed. Based on the photographs Mr. [redacted] sent, this box is much smaller than the white cardboard box it was placed in, indicating that it may not be the box the watch case was placed in at the time of its original purchase. The dimensions of the watch and bracelet were listed accurately on the listing. According to Mr. [redacted]’s claims, these are measurements for a women’s watch. Based on this information, which was available to Mr. [redacted] during the bidding process, Mr. [redacted] would have been able to determine whether he thought this was a men’s watch or a women’s watch. EBTH does not sell watches for a specific gender as watches are easily changed and altered. We cannot return Mr. [redacted]’s watch. Thank you for your consideration. EBTH