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
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...
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
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
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. 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
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 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. 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
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 are very sorry to hear Mr. [redacted]’s pieces arrived damaged and incomplete. On 3/1, a supervisor from our customer service department called Mr. [redacted]. We asked him if it was possible for him to get a formal quote for the repairs and replacement of the weights and cables. He agreed and we are waiting on that documentation to be sent to [redacted] with the subject line “ATTN: Margaret.” Once we have that information, we will issue Mr. [redacted] a refund equal to the amount of the quote, up to the total invoice price - a maximum refund of $465.73.We understand this has been a frustrating experience for Mr. [redacted]. We will continue to work directly with him in order to find a resolution. 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. EBTH has not made timely progress in the recovery of my original artwork purchased. They allowed an item I owned to be STOLEN while under their care and have not approached the situation with and sense of haste or loyalty to the contract between customer and auction house. Refunding the purchase price in no way is a substitute for the painting I still own because the painting based on other known works by that artist is worth far more. They have yet to show proof of contacting the person who stole my painting or contact me via a manager. Sending a certified letter it is not challenging. I am not satisfied with this response and expect more of an effort.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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
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 want compensated for the money they took....including all NSF fees and either refunded for the merchandise or I want my stuff since they fraudulently stole money from me!!!!THEY ARE THIEVES AND YOU GUIYS ARE NOT HOLDING THEM ACCOUTNABLE> I WANT MY MONEY AND DAMAGES ALONG WITH ALL NSF CHARGES> THEY OWE ME 215.00 PLUS over 250 IN NSF FEES - THEY ARE DOING EVERYTHING THEY CAN TO AVOID DOING THE RIGHT THING....AT THIS TIME THEY NEED TO PROVIDE ME WITH A TOTAL OF $895- $215 they stole, $215 for ruining my daughters graduation, 100% Interest of $215 since this has gone on for a month AND $250 in NSF feesTHEY HAVE NEVER CALLED EVERY TIME I CALL IT IS EITHER BUSY OR I AM ON HOLD FOREVER I HAVE HAD CONTACT WITH PATRICK AND HE IS AN ABSOLUTE IT!!!!THIS IS FRAUD AND YOU ARE NOT FORCING THEIR HAND BUT ALLOWING THEM TO CONTUNIE TO STEAL FROM PEOPLE THIS NEEDS RESOLVED NO LATER THAN FRIDAY OR I WILL CONTACT AN ATTORNEY AND SUE THE PANTS OFF OF EVERYONE I CAN!@!!!!!!!!!Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased six pieces of art from EBTH sale [redacted] for a total of $22 on 8/29, invoice B-[redacted]. With shipping and sales tax, her final total was $356.17. She was only charged $23.54 as the shipping cost was the charge...
in question. Ms. [redacted], concerned about the $332.63 shipping cost, called out customer service department on 8/30 to inquire as to whether she could pick the items up since she lived in [redacted], not far from the distribution center in [redacted] where the items were stored. The customer service representative inquired with the staff at the [redacted] distribution center, who were unable to accommodate a pickup. Our customer service representative was able to obtain approval to refund Ms. [redacted] for her purchase. Unfortunately, the pieces are no longer available as they were forfeit. When an item is up for bid on EBTH, the available fulfillment options are listed for the duration of the bidding process. For these items, they were only available to be shipped from our distribution center in [redacted]. Items have been moved from other markets to this facility in an effort to improve the selling and shopping process for our global audience. We list the item origin location to maintain provenance, but we list the physical item location to maintain transparency. Ms. [redacted] has been an EBTH customer since February 2015. We deeply value her business and our relationship with her. We understand how, as a customer who is used to shopping in our [redacted] market where items are often and historically have been available for local pickup, where this confusion may have occurred. We have taken her suggestions proposed in her desired settlement and passed them on to our operations team. We would like to offer our sincere apologies to Ms. [redacted] in this matter. In the future, we encourage her to always inquire with our customer service department if she is unsure of anything. Additionally, we have sent her a $25 gift card for use on a future purchase. 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. Ms. [redacted] purchased a 2000 [redacted] convertible from EBTH on 2/25 for $5500, invoice B-[redacted]. Her card was charged $5000 and the remaining $500 was paid in a wire transfer, per our terms and conditions regarding invoices over...
$5000. The car was listed in fair condition with the following disclaimer: “some marks on body. Leather is cracked and worn on seats. The passenger door needs adjustment. Owner was able to jump start the car to get it running, battery not charged enough to start it the next day. Will need jump start at pick-up and possibly new battery.” Additionally, all cars sold on EBTH contain the following disclaimer: “EBTH does not warrant the condition of vehicles. The condition stated is that of the owner. Please bring a mechanic to preview for personal assessment. Lastly, the winning bidder is advised to check with their DMV / BMV to ensure that all necessary paperwork, tags, title transfer, et cetera are complete before the motor vehicle is removed from the premises.”Prior to bidding on the car, Ms. [redacted] made no attempts to inspect or preview the car. While we don’t offer previews for most of the items we sell, we will always work to accommodate a vehicle preview. ln this case, Ms. [redacted] purchased this car based only on the information provided in the listing. We do not warrant the condition of vehicles. This car was tested insofar that it powered on with a jump and was listed as such. All known defects were therefore listed. When Ms. [redacted] arrived to pick up her car, she was dissatisfied with the mechanic condition of the car. It was her assessment that we intentionally failed to disclose information regarding the condition of the car and she refused to pay for the piece. After approximately 2 weeks, her card was automatically charged $5000 and she was informed that we needed a cashiers check or wire transfer for the remaining balance. Per the terms and conditions, "In order to place a bid or list an item, you must have valid payment information stored in your profile. By providing your credit card information to EBTH, you irrevocably authorize EBTH to charge your credit card for the listing fee or total purchase amount of any winning bid plus any fees associated with the sale of the item, including but not limited to taxes, shipping and handling fees, as applicable.” This stands as the authorization by which we charged Ms. [redacted]’s card. Ms. [redacted] sent the wire transfer on 3/31.While waiting for payment to process for the car, the seller moved the vehicle to [redacted] Car Care in Annapolis, MD, where Ms. [redacted] picked it up. On 4/4, [redacted] verified for the seller that the car started and was in driving condition. Ms. [redacted] maintains that, per [redacted], a car in fair condition must be drivable. We cannot accept the car for a refund, nor can the title be transferred to EBTH as we are not a car dealership. The only possible solution we have to offer Ms. [redacted] is to sell the car as a consignment piece to help offset some of her expenses. This would be arranged with the Baltimore market. In this case, we would list it with Ms. [redacted]’s additional information. Alternatively, Ms. [redacted] can sell the vehicle through a private party or another auction house as she sees fit. Thank you for your consideration.EBTH
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
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
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
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
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. 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
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 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. 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
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 are very sorry to hear Mr. [redacted]’s pieces arrived damaged and incomplete. On 3/1, a supervisor from our customer service department called Mr. [redacted]. We asked him if it was possible for him to get a formal quote for the repairs and replacement of the weights and cables. He agreed and we are waiting on that documentation to be sent to [redacted] with the subject line “ATTN: Margaret.” Once we have that information, we will issue Mr. [redacted] a refund equal to the amount of the quote, up to the total invoice price - a maximum refund of $465.73.We understand this has been a frustrating experience for Mr. [redacted]. We will continue to work directly with him in order to find a resolution. 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. EBTH has not made timely progress in the recovery of my original artwork purchased. They allowed an item I owned to be STOLEN while under their care and have not approached the situation with and sense of haste or loyalty to the contract between customer and auction house. Refunding the purchase price in no way is a substitute for the painting I still own because the painting based on other known works by that artist is worth far more. They have yet to show proof of contacting the person who stole my painting or contact me via a manager. Sending a certified letter it is not challenging. I am not satisfied with this response and expect more of an effort.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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
Revdex.com:
T!!!!THIS IS FRAUD AND YOU ARE NOT FORCING THEIR HAND BUT ALLOWING THEM TO CONTUNIE TO STEAL FROM PEOPLE THIS NEEDS RESOLVED NO LATER THAN FRIDAY OR I WILL CONTACT AN ATTORNEY AND SUE THE PANTS OFF OF EVERYONE I CAN!@!!!!!!!!!Regards,
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 want compensated for the money they took....including all NSF fees and either refunded for the merchandise or I want my stuff since they fraudulently stole money from me!!!!THEY ARE THIEVES AND YOU GUIYS ARE NOT HOLDING THEM ACCOUTNABLE> I WANT MY MONEY AND DAMAGES ALONG WITH ALL NSF CHARGES> THEY OWE ME 215.00 PLUS over 250 IN NSF FEES - THEY ARE DOING EVERYTHING THEY CAN TO AVOID DOING THE RIGHT THING....AT THIS TIME THEY NEED TO PROVIDE ME WITH A TOTAL OF $895- $215 they stole, $215 for ruining my daughters graduation, 100% Interest of $215 since this has gone on for a month AND $250 in NSF feesTHEY HAVE NEVER CALLED EVERY TIME I CALL IT IS EITHER BUSY OR I AM ON HOLD FOREVER I HAVE HAD CONTACT WITH PATRICK AND HE IS AN ABSOLUTE I
[redacted]
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased six pieces of art from EBTH sale [redacted] for a total of $22 on 8/29, invoice B-[redacted]. With shipping and sales tax, her final total was $356.17. She was only charged $23.54 as the shipping cost was the charge...
in question. Ms. [redacted], concerned about the $332.63 shipping cost, called out customer service department on 8/30 to inquire as to whether she could pick the items up since she lived in [redacted], not far from the distribution center in [redacted] where the items were stored. The customer service representative inquired with the staff at the [redacted] distribution center, who were unable to accommodate a pickup. Our customer service representative was able to obtain approval to refund Ms. [redacted] for her purchase. Unfortunately, the pieces are no longer available as they were forfeit. When an item is up for bid on EBTH, the available fulfillment options are listed for the duration of the bidding process. For these items, they were only available to be shipped from our distribution center in [redacted]. Items have been moved from other markets to this facility in an effort to improve the selling and shopping process for our global audience. We list the item origin location to maintain provenance, but we list the physical item location to maintain transparency. Ms. [redacted] has been an EBTH customer since February 2015. We deeply value her business and our relationship with her. We understand how, as a customer who is used to shopping in our [redacted] market where items are often and historically have been available for local pickup, where this confusion may have occurred. We have taken her suggestions proposed in her desired settlement and passed them on to our operations team. We would like to offer our sincere apologies to Ms. [redacted] in this matter. In the future, we encourage her to always inquire with our customer service department if she is unsure of anything. Additionally, we have sent her a $25 gift card for use on a future purchase. 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. Ms. [redacted] purchased a 2000 [redacted] convertible from EBTH on 2/25 for $5500, invoice B-[redacted]. Her card was charged $5000 and the remaining $500 was paid in a wire transfer, per our terms and conditions regarding invoices over...
$5000. The car was listed in fair condition with the following disclaimer: “some marks on body. Leather is cracked and worn on seats. The passenger door needs adjustment. Owner was able to jump start the car to get it running, battery not charged enough to start it the next day. Will need jump start at pick-up and possibly new battery.” Additionally, all cars sold on EBTH contain the following disclaimer: “EBTH does not warrant the condition of vehicles. The condition stated is that of the owner. Please bring a mechanic to preview for personal assessment. Lastly, the winning bidder is advised to check with their DMV / BMV to ensure that all necessary paperwork, tags, title transfer, et cetera are complete before the motor vehicle is removed from the premises.”Prior to bidding on the car, Ms. [redacted] made no attempts to inspect or preview the car. While we don’t offer previews for most of the items we sell, we will always work to accommodate a vehicle preview. ln this case, Ms. [redacted] purchased this car based only on the information provided in the listing. We do not warrant the condition of vehicles. This car was tested insofar that it powered on with a jump and was listed as such. All known defects were therefore listed. When Ms. [redacted] arrived to pick up her car, she was dissatisfied with the mechanic condition of the car. It was her assessment that we intentionally failed to disclose information regarding the condition of the car and she refused to pay for the piece. After approximately 2 weeks, her card was automatically charged $5000 and she was informed that we needed a cashiers check or wire transfer for the remaining balance. Per the terms and conditions, "In order to place a bid or list an item, you must have valid payment information stored in your profile. By providing your credit card information to EBTH, you irrevocably authorize EBTH to charge your credit card for the listing fee or total purchase amount of any winning bid plus any fees associated with the sale of the item, including but not limited to taxes, shipping and handling fees, as applicable.” This stands as the authorization by which we charged Ms. [redacted]’s card. Ms. [redacted] sent the wire transfer on 3/31.While waiting for payment to process for the car, the seller moved the vehicle to [redacted] Car Care in Annapolis, MD, where Ms. [redacted] picked it up. On 4/4, [redacted] verified for the seller that the car started and was in driving condition. Ms. [redacted] maintains that, per [redacted], a car in fair condition must be drivable. We cannot accept the car for a refund, nor can the title be transferred to EBTH as we are not a car dealership. The only possible solution we have to offer Ms. [redacted] is to sell the car as a consignment piece to help offset some of her expenses. This would be arranged with the Baltimore market. In this case, we would list it with Ms. [redacted]’s additional information. Alternatively, Ms. [redacted] can sell the vehicle through a private party or another auction house as she sees fit. Thank you for your consideration.EBTH