Thank you for the opportunity to further respond to these concerns. A member of our shipping team emailed Mr. [redacted] requesting the required photos for a damage claim on 11/29. Mr. [redacted] responded on 11/30 with the appropriate photos. On 12/1, our shipping team determined that the piece was eligible for a full refund of the item amount, shipping costs and sales tax. We also informed Mr. [redacted] that he did not have to return the piece, as return shipping from [redacted] is not necessarily cost effective. Our email exchange can be reviewed in the attached PDF, titled “[redacted] Emails.”We would like to apologize to Mr. [redacted] that is item arrived damaged. We understand this can be frustrating experience. We look forward to working with Mr. [redacted] in the future. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns.[redacted] has now spoken with an EBTH manager. [redacted] did admit that she did not read the shipping and pickup fees before or after the bidding process. Despite this, EBTH gave [redacted] a 50% discount on the cost of shipping on one of her invoices. With the consideration that [redacted] did not read the terms and conditions which she agreed to before bidding, we feel we have done our due diligence.Best,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]
There has been a shipping label created, however, the package has still not been sent and they did this to us before; the label was created but not shipped for several more weeks. We are not satisfied until the package has actually shipped.
Thank you for the opportunity to further respond to these concerns. We would like to thank Ms. [redacted] for clarifying that the [redacted] zip code was in fact hers. We appreciate the clarificationWhen Ms. [redacted] was directed to the [redacted] system, the pieces had already been moved to [redacted]. Per the tracking information, [redacted], the piece was scanned by 4:10 pm, which means it was moved to [redacted] pickup prior to that. We are unable to retrieve items which have been moved to the [redacted] pickup area Ms. [redacted] was informed that the 48 hour payment processing was standard procedure for shipping only items. She was also informed of the fees associated with the rerouting and that we were unable to tell her the second fee. When the piece was rerouted, it had already arrived in Maryland and was rerouted to California. We cannot control what [redacted] charges, per the screen shot previously included. We would like to apologize for the inconvenience this has caused. We have sent her a $30 gift card as a courtesy. We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] won a 13” [redacted] laptop on 6/13 for $525, invoice B-[redacted]. With shipping and sales tax, his final total was $601.65. Mr. [redacted] was one of five bidders bidding on this piece. The first bid for this piece was placed...
by another bidder on 6/7 at 10:46 am for $1 with a maximum bid of $22. Mr. [redacted] placed a bid on 6/7 at 11:35 am for $2 with a maximum bid of $8000. Over the next six days, during which time Mr. [redacted] could have edited this maximum bid, the maximum bid continued to outbid every bid placed by the appropriate minimum increment. We have attached a screen shot of the bidding and a screen shot of the winning bid with Mr. [redacted]’s invoice number highlighted. All names other than Mr. [redacted]’s have been blacked out. On 6/21, Mr. [redacted] reached out to our customer service team and let them know that he felt there had a mistake in his bidding. The customer service representative reached out to our fraud team, who verified that each bid was made from the same [redacted] and IP address associated with the regular activity on Mr. [redacted]’s account. Based on this, there is no indication that the bidding was not intentional. Per the terms and conditions, “When submitting a bid, you must raise the bid by a minimum established increment. Bid increments can be found here. You may elect to raise the bid by more than the required minimum by entering a higher bid in the "Your Minimum Bid" box. If you enter a higher minimum bid and your bid is the winning bid, you agree to be bound to your bid amount, regardless of any other previous bids. You may also elect to enter a proxy bid in the "Your Maximum Bid" box. If you enter a maximum bid, the system will automatically raise your bid by the specified increments if you are subsequently outbid, up to your designated maximum bid amount ("Maximum Bid"). Furthermore, “The system will permit you to raise your own bid by rebidding on the same item. This is to permit you to raise the price of an item out of the reach of other bidders. If you rebid on an item, your new bid is binding. If you are the current high bidder and want to increase your maximum bid without increasing the current bid, you must use the "Edit Max" function.” The “Edit Max” function also allows users to lower a maximum bid to as low as their current bid. In the 6 days Mr. [redacted] held the maximum bid on EBTH, he did not make any attempts to change or edit his maximum bid amount. The bid was placed from his IP address and there was no indication that it was not intentional. As such, we are unable to allow Mr. [redacted] to return the piece for a refund. Thank you for your consideration,EBTH
Dear Mr. [redacted],According to our records, you have coordinated with our shipping vendor an arrival date of June 29th. Also, I see we credited you for the full amount, plus shipping. We will also deliver the item. We appreciate the opportunity to make this right. Thank...
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. We can see that Mr. [redacted] already has a...
damage claim he is actively working with our shipping department on. We have procedure in place for instances of damage. By working with our team, we are confident we will find a resolution with Mr. [redacted]. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. On 3/8, Mr. [redacted] called EBTH to let us know that he had sent the email requested following his conversation with the supervisor. We were able to locate that email with the repair quote for the clock. Per the invoice received from [redacted] in [redacted], the replacement parts for Mr. [redacted]’s clock are USD $89.86. On 3/9, EBTH issued Mr. [redacted] a refund of $100, which was received by Mr. [redacted] on 3/12.Thank you for the opportunity to respond to these concerns.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]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased the [redacted] trucks on 1/3 for $100. He purchased another item for $24 and paid $31.96 in shipping. His total invoice was $155.96, as can be seen in the attached invoice. Mr. [redacted]’s damage claim was sent to him by a customer service representative in response to a phone call on 1/18. He responded later that morning. It was then put into the queue to be answered by our shipping team. The Revdex.com complaint came in on 1/20 which was the same day the shipping team pulled it from their queue. These two things happened independently of one another. In the event of a damaged item, we have a process to follow in order to ensure we can recoup any losses and address any packing issues. Part of this process includes the buyer sending us several photographs. In Mr. [redacted]’s instance, this was done over the course of several emails, along with requests for clarification from our shipping team. We were not dragging our feet, we were simply following procedure. We have sent Mr. [redacted] a return shipping label. We have asked him to pack up all the parts and send them back to us. When we receive it, we will issue a refund of $116, which is the purchase price of the items along with half of the shipping cost. This was all included in our email exchange with Mr. [redacted]. Thank you for your consideration, EBTH
Hello [redacted],Thank you for bringing this to my attention. I'm pleased you took my call. We have credited back your shipping. If you have any concerns with shipping costs in the future, please contact our customer service team. I've also sent you a $50 gift card. We...
look forward to having you discovering new items on our site. Thank you again.
Thank you for the opportunity to respond to these concerns. We are still working to get the inventory from this sale sorted and organized, but we have not been able to achieve this yet. Unfortunately, we do not have a resolution for Mr. [redacted] at this time, though we are at the deadline for our response time for the Revdex.com.His generator is a priority to the team. As soon as it is located, Mr. [redacted] will be contacted directly and will be able to exchange the wrong piece for the right piece at our [redacted] location. We appreciate his continued patience as we work to rectify this matter for him. 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]I never requested a refund. I do not want a refund, I want the products purchased. Also, they (EBTH) COMPLETELY REMOVED the invoice in question from their website. I have an account with them and it should reflect ALL the business I have done with them. Removing an entire invoice seems wrong. I want the invoice to be on my account. And I have to question whether anyone ACTUALLY LOOKED FOR IT THE first time I questioned them about it. And if they had, maybe it wouldn't be lost now. Again, I did not want a refund. How hard can it be to find out where this is? It seems more like it's been stolen, destroyed, etc., and they simply aren't telling the truth.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We would like to receive a copy of the evaluation. The delay in responding was due to our being impacted by Hurricane Irma.
Regards,
[redacted]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} Thank you for further allowing us to respond to your concerns. 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} EBTH is a licensed auction house operating within all state and local guidelines where we have markets. We are committed to creating the best experience for all of our buyers and sellers. We strive to keep all operations transparent and are strictly against any fraudulent activity. Additionally, our shipping charges are set by our carriers and packers. In the event that a shipping cost is quoted too high, our available course of action is to confirm the weight and dimensions with the shipper to ensure accurate quoting; if it is not accurate, we will adjust it to the appropriate cost. The invoice you included was for item number [redacted], a black ceramic lamp very similar to the purchased lamp, shipped for $12.43. The lamp purchased in the invoice in question, item [redacted], a blue ceramic lamp, is slightly larger but the two lamps are stylistically similar. [redacted] had dimensions of 5.5” x 10” x 5.5”. This piece shipped from our Cincinnati warehouse, allowing us to enter precise data for the packing. Upon further investigation, we were able to determine that the dimensions and weight entered originally for item [redacted] were 10” x 15” x 10” with no weight, prohibiting accurate data for the parcel from being entered. Because it was available for local pickup in Louisville, the parcel data was added after the lamp was picked up and assessed at our local shipping facility. At that point, we were able to assign a weight and packing cost to it, which raised the price to approximately $70. At that point, we were able to assign a weight and packing material to it, which raised the price to approximately $70. When [redacted] requested for this to be looked at, we were able to reach out to our shipping vendor who lowered it to $50. That said, with the new information regarding the dimensions, we can see that the lack of a weight added to the piece prohibited accurate parcel data from being created. We have determined that it was very possible, based on the erroneous shipping data entered on our part, that [redacted] could have gotten a shipping quote of around $20. We would like to refund an additional $31.15 for shipping, bringing the shipping quote to $20. Additionally, because we made a mistake, we would like to offer [redacted] a gift card for use on a future purchase. This was an unusual and unique situation, far out of the norm for how we conduct business. We offer our deepest apologies and we will work to ensure that it does not happen again. Thanks for your consideration, EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Good morning,We did additional research and it looks like there is not a uniform seat height for bar or counter stools, just an approximate height that they might be, and we found that to be varying between different websites. We explained in person and in email and in person there was an...
option for preview the chairs in person and our customer service staff is responsive to any questions prior to bidding if the customer had bidding concerns.We always list the largest dimensions for our items. The customer had previously purchased similar items that were listed as being 44" high, and the stools that you purchased from this sale are listed as being 41" tall, based on the customers bidding and buying history, the customer should be familiar with how we list our stools.For these reasons, we will not be able to issue a refund on these items. We listed these items in a consistent manner on our site. Thank you for bringing this to our attention and please let me know if I can be of further assistance to you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Yes, true. The item was FINALLY delivered to me on the 30th of Oct. I should have received it by the 15-16th of Oct. That is rediculously WAY too long for a small padded envelope (less than 5x7"), to ship from OH to CO. Clearly it never left the shipper when it was suppose to and they didn't bother to make any communication effort to notify me of any of this. The credit they so generously noted is NOT a true credit to my card, it is a $10 credit to use toward another purchase on one of their auctions.....I won't be spending any more time and money with EBTH. So, nothing in fact was resolved to my satisfaction (other than almost a month later, I rec'd the purchase I was charged for one month prior). Incidentally, their $10 credit, had it been a true credit to my card, doesn't even cover what I was charged for shipping this!! ($12.64) They really need to get their act together. They have not addressed MANY other customer issues I have researched since this happened to me. Terrible CS at the very least.
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 cannot not address all failings of EBTH in this complaint. This is simply concerning the damaged lamp with missing parts returned to me after being in EBTH's possession for nearly 3 months. The selling representative [redacted] was amazing. The lamp is sea turtle and [redacted] stated EBTH could not decide weather it was turtle or tortoise. He also stated EBTH needed to step up and be responsible for damaging my property and loosing pieces of it. He said he was frustrated and felt terrible and if they wish to handle expensive items need to stand behind their care of them. I had extended my insurance to cover my items through the stated auction dates and then some. I could not foresee having to cover all items for over two months beyond the sale date nor was I wanted I would need to. Once again had my item been returned in a reasonable amount of time my insurance would cover have covered their negligence. Not being informed of snake and lost pieces, receiving the item three months after EBTH took possession has left me uncovered. With regard to misrepresentation of the item numerous photos, EBTH staff inspection prior to acceptance, and numerous comparables were sent. I am a permanent NYC resident as well so I am unsure what the business is treating to prove. With regard to other damaged items they were repaired and sold for which EBTH made a nice profit. I can get into how they handled the main auction with incorrect descriotions, wrong artists names etc and site crashes another time.
[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 further respond to these concerns. A member of our shipping team emailed Mr. [redacted] requesting the required photos for a damage claim on 11/29. Mr. [redacted] responded on 11/30 with the appropriate photos. On 12/1, our shipping team determined that the piece was eligible for a full refund of the item amount, shipping costs and sales tax. We also informed Mr. [redacted] that he did not have to return the piece, as return shipping from [redacted] is not necessarily cost effective. Our email exchange can be reviewed in the attached PDF, titled “[redacted] Emails.”We would like to apologize to Mr. [redacted] that is item arrived damaged. We understand this can be frustrating experience. We look forward to working with Mr. [redacted] in the future. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns.[redacted] has now spoken with an EBTH manager. [redacted] did admit that she did not read the shipping and pickup fees before or after the bidding process. Despite this, EBTH gave [redacted] a 50% discount on the cost of shipping on one of her invoices. With the consideration that [redacted] did not read the terms and conditions which she agreed to before bidding, we feel we have done our due diligence.Best,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]
There has been a shipping label created, however, the package has still not been sent and they did this to us before; the label was created but not shipped for several more weeks. We are not satisfied until the package has actually shipped.
Thank you for the opportunity to further respond to these concerns. We would like to thank Ms. [redacted] for clarifying that the [redacted] zip code was in fact hers. We appreciate the clarificationWhen Ms. [redacted] was directed to the [redacted] system, the pieces had already been moved to [redacted]. Per the tracking information, [redacted], the piece was scanned by 4:10 pm, which means it was moved to [redacted] pickup prior to that. We are unable to retrieve items which have been moved to the [redacted] pickup area Ms. [redacted] was informed that the 48 hour payment processing was standard procedure for shipping only items. She was also informed of the fees associated with the rerouting and that we were unable to tell her the second fee. When the piece was rerouted, it had already arrived in Maryland and was rerouted to California. We cannot control what [redacted] charges, per the screen shot previously included. We would like to apologize for the inconvenience this has caused. We have sent her a $30 gift card as a courtesy. We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] won a 13” [redacted] laptop on 6/13 for $525, invoice B-[redacted]. With shipping and sales tax, his final total was $601.65. Mr. [redacted] was one of five bidders bidding on this piece. The first bid for this piece was placed...
by another bidder on 6/7 at 10:46 am for $1 with a maximum bid of $22. Mr. [redacted] placed a bid on 6/7 at 11:35 am for $2 with a maximum bid of $8000. Over the next six days, during which time Mr. [redacted] could have edited this maximum bid, the maximum bid continued to outbid every bid placed by the appropriate minimum increment. We have attached a screen shot of the bidding and a screen shot of the winning bid with Mr. [redacted]’s invoice number highlighted. All names other than Mr. [redacted]’s have been blacked out. On 6/21, Mr. [redacted] reached out to our customer service team and let them know that he felt there had a mistake in his bidding. The customer service representative reached out to our fraud team, who verified that each bid was made from the same [redacted] and IP address associated with the regular activity on Mr. [redacted]’s account. Based on this, there is no indication that the bidding was not intentional. Per the terms and conditions, “When submitting a bid, you must raise the bid by a minimum established increment. Bid increments can be found here. You may elect to raise the bid by more than the required minimum by entering a higher bid in the "Your Minimum Bid" box. If you enter a higher minimum bid and your bid is the winning bid, you agree to be bound to your bid amount, regardless of any other previous bids. You may also elect to enter a proxy bid in the "Your Maximum Bid" box. If you enter a maximum bid, the system will automatically raise your bid by the specified increments if you are subsequently outbid, up to your designated maximum bid amount ("Maximum Bid"). Furthermore, “The system will permit you to raise your own bid by rebidding on the same item. This is to permit you to raise the price of an item out of the reach of other bidders. If you rebid on an item, your new bid is binding. If you are the current high bidder and want to increase your maximum bid without increasing the current bid, you must use the "Edit Max" function.” The “Edit Max” function also allows users to lower a maximum bid to as low as their current bid. In the 6 days Mr. [redacted] held the maximum bid on EBTH, he did not make any attempts to change or edit his maximum bid amount. The bid was placed from his IP address and there was no indication that it was not intentional. As such, we are unable to allow Mr. [redacted] to return the piece for a refund. Thank you for your consideration,EBTH
Dear Mr. [redacted],According to our records, you have coordinated with our shipping vendor an arrival date of June 29th. Also, I see we credited you for the full amount, plus shipping. We will also deliver the item. We appreciate the opportunity to make this right. Thank...
you!EBTH
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. We can see that Mr. [redacted] already has a...
damage claim he is actively working with our shipping department on. We have procedure in place for instances of damage. By working with our team, we are confident we will find a resolution with Mr. [redacted]. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. On 3/8, Mr. [redacted] called EBTH to let us know that he had sent the email requested following his conversation with the supervisor. We were able to locate that email with the repair quote for the clock. Per the invoice received from [redacted] in [redacted], the replacement parts for Mr. [redacted]’s clock are USD $89.86. On 3/9, EBTH issued Mr. [redacted] a refund of $100, which was received by Mr. [redacted] on 3/12.Thank you for the opportunity to respond to these concerns.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]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased the [redacted] trucks on 1/3 for $100. He purchased another item for $24 and paid $31.96 in shipping. His total invoice was $155.96, as can be seen in the attached invoice. Mr. [redacted]’s damage claim was sent to him by a customer service representative in response to a phone call on 1/18. He responded later that morning. It was then put into the queue to be answered by our shipping team. The Revdex.com complaint came in on 1/20 which was the same day the shipping team pulled it from their queue. These two things happened independently of one another. In the event of a damaged item, we have a process to follow in order to ensure we can recoup any losses and address any packing issues. Part of this process includes the buyer sending us several photographs. In Mr. [redacted]’s instance, this was done over the course of several emails, along with requests for clarification from our shipping team. We were not dragging our feet, we were simply following procedure. We have sent Mr. [redacted] a return shipping label. We have asked him to pack up all the parts and send them back to us. When we receive it, we will issue a refund of $116, which is the purchase price of the items along with half of the shipping cost. This was all included in our email exchange with Mr. [redacted]. Thank you for your consideration, EBTH
Hello [redacted],Thank you for bringing this to my attention. I'm pleased you took my call. We have credited back your shipping. If you have any concerns with shipping costs in the future, please contact our customer service team. I've also sent you a $50 gift card. We...
look forward to having you discovering new items on our site. Thank you again.
Thank you for the opportunity to respond to these concerns. We are still working to get the inventory from this sale sorted and organized, but we have not been able to achieve this yet. Unfortunately, we do not have a resolution for Mr. [redacted] at this time, though we are at the deadline for our response time for the Revdex.com.His generator is a priority to the team. As soon as it is located, Mr. [redacted] will be contacted directly and will be able to exchange the wrong piece for the right piece at our [redacted] location. We appreciate his continued patience as we work to rectify this matter for him. 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]I never requested a refund. I do not want a refund, I want the products purchased. Also, they (EBTH) COMPLETELY REMOVED the invoice in question from their website. I have an account with them and it should reflect ALL the business I have done with them. Removing an entire invoice seems wrong. I want the invoice to be on my account. And I have to question whether anyone ACTUALLY LOOKED FOR IT THE first time I questioned them about it. And if they had, maybe it wouldn't be lost now. Again, I did not want a refund. How hard can it be to find out where this is? It seems more like it's been stolen, destroyed, etc., and they simply aren't telling the truth.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We would like to receive a copy of the evaluation. The delay in responding was due to our being impacted by Hurricane Irma.
Regards,
[redacted]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} Thank you for further allowing us to respond to your concerns. 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} EBTH is a licensed auction house operating within all state and local guidelines where we have markets. We are committed to creating the best experience for all of our buyers and sellers. We strive to keep all operations transparent and are strictly against any fraudulent activity. Additionally, our shipping charges are set by our carriers and packers. In the event that a shipping cost is quoted too high, our available course of action is to confirm the weight and dimensions with the shipper to ensure accurate quoting; if it is not accurate, we will adjust it to the appropriate cost. The invoice you included was for item number [redacted], a black ceramic lamp very similar to the purchased lamp, shipped for $12.43. The lamp purchased in the invoice in question, item [redacted], a blue ceramic lamp, is slightly larger but the two lamps are stylistically similar. [redacted] had dimensions of 5.5” x 10” x 5.5”. This piece shipped from our Cincinnati warehouse, allowing us to enter precise data for the packing. Upon further investigation, we were able to determine that the dimensions and weight entered originally for item [redacted] were 10” x 15” x 10” with no weight, prohibiting accurate data for the parcel from being entered. Because it was available for local pickup in Louisville, the parcel data was added after the lamp was picked up and assessed at our local shipping facility. At that point, we were able to assign a weight and packing cost to it, which raised the price to approximately $70. At that point, we were able to assign a weight and packing material to it, which raised the price to approximately $70. When [redacted] requested for this to be looked at, we were able to reach out to our shipping vendor who lowered it to $50. That said, with the new information regarding the dimensions, we can see that the lack of a weight added to the piece prohibited accurate parcel data from being created. We have determined that it was very possible, based on the erroneous shipping data entered on our part, that [redacted] could have gotten a shipping quote of around $20. We would like to refund an additional $31.15 for shipping, bringing the shipping quote to $20. Additionally, because we made a mistake, we would like to offer [redacted] a gift card for use on a future purchase. This was an unusual and unique situation, far out of the norm for how we conduct business. We offer our deepest apologies and we will work to ensure that it does not happen again. Thanks for your consideration, EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Good morning,We did additional research and it looks like there is not a uniform seat height for bar or counter stools, just an approximate height that they might be, and we found that to be varying between different websites. We explained in person and in email and in person there was an...
option for preview the chairs in person and our customer service staff is responsive to any questions prior to bidding if the customer had bidding concerns.We always list the largest dimensions for our items. The customer had previously purchased similar items that were listed as being 44" high, and the stools that you purchased from this sale are listed as being 41" tall, based on the customers bidding and buying history, the customer should be familiar with how we list our stools.For these reasons, we will not be able to issue a refund on these items. We listed these items in a consistent manner on our site. Thank you for bringing this to our attention and please let me know if I can be of further assistance to you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Yes, true. The item was FINALLY delivered to me on the 30th of Oct. I should have received it by the 15-16th of Oct. That is rediculously WAY too long for a small padded envelope (less than 5x7"), to ship from OH to CO. Clearly it never left the shipper when it was suppose to and they didn't bother to make any communication effort to notify me of any of this. The credit they so generously noted is NOT a true credit to my card, it is a $10 credit to use toward another purchase on one of their auctions.....I won't be spending any more time and money with EBTH. So, nothing in fact was resolved to my satisfaction (other than almost a month later, I rec'd the purchase I was charged for one month prior). Incidentally, their $10 credit, had it been a true credit to my card, doesn't even cover what I was charged for shipping this!! ($12.64) They really need to get their act together. They have not addressed MANY other customer issues I have researched since this happened to me. Terrible CS at the very least.
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 cannot not address all failings of EBTH in this complaint. This is simply concerning the damaged lamp with missing parts returned to me after being in EBTH's possession for nearly 3 months. The selling representative [redacted] was amazing. The lamp is sea turtle and [redacted] stated EBTH could not decide weather it was turtle or tortoise. He also stated EBTH needed to step up and be responsible for damaging my property and loosing pieces of it. He said he was frustrated and felt terrible and if they wish to handle expensive items need to stand behind their care of them. I had extended my insurance to cover my items through the stated auction dates and then some. I could not foresee having to cover all items for over two months beyond the sale date nor was I wanted I would need to. Once again had my item been returned in a reasonable amount of time my insurance would cover have covered their negligence. Not being informed of snake and lost pieces, receiving the item three months after EBTH took possession has left me uncovered. With regard to misrepresentation of the item numerous photos, EBTH staff inspection prior to acceptance, and numerous comparables were sent. I am a permanent NYC resident as well so I am unsure what the business is treating to prove. With regard to other damaged items they were repaired and sold for which EBTH made a nice profit. I can get into how they handled the main auction with incorrect descriotions, wrong artists names etc and site crashes another time.
[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]