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.
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.
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 offer our sincere apologies to...
Ms. [redacted] regarding her shipping delays. We have confirmed that the piece has shipped via USPS, tracking [redacted]. It is scheduled for delivery Monday 1/9. We have refunded Ms. [redacted]’s shipping cost of $15.55. We have also sent Ms. [redacted] a gift card for $30 with an invitation to shop with us again. Thank you for your consideration, EBTH
Please find attached the information you have requested. The [redacted]et Value of the items was taken from past sales on [redacted], [redacted] Memorablilia Collectible guidelines and pricing books and from other sources such as [redacted]-Collectibles.com. I would like EBTH to get this resolved in a professional and ethical manner. I still contend that they took advantage of me and misled me in the way they were to conduct business.
Thank you for the opportunity to respond to these concerns. Mr. [redacted] sold 93 items with EBTH in three sales between 7/30 and 8/19. His final total sale proceeds were $2834, with Mr. [redacted] keeping $1700.40 after the 40% commission. Mr. [redacted] sold items which he had inherited from...
a friend. Mr. [redacted] let the sales team in [redacted] know that, prior to contacting EBTH, he sold the bulk of the items at a previous estate sale and made over $40,000. He called EBTH to have us come sell the rest. The sales team met with Mr. [redacted] and explained the EBTH sale process to him, including the donation and trash removal portion of the process. He was unhappy with the possibility of donating or throwing away items that we could not sell and, instead, wanted EBTH to sell all of his items. The team also made it very clear to Mr. [redacted] that, while we typically have very successful sales, the final sale results and selling prices will depend on the EBTH bidders, as the highest bid placed on an item is the selling price. We did not guarantee Mr. [redacted] any kind of price for his items. When the team arrived to Mr. [redacted]’s property to work, he would only allow them to do so outside. The temperature was prohibitively high that day, so the estate team worked very quickly and very hard to ensure that they would only have to be at Mr. [redacted]’s property one day. After the estate team was finished working, the project manager remained with Mr. [redacted] for two additional hours, helping him understand that we could not take all of his items and that we can facilitate trash and donation removal.The sales team left Mr. [redacted] with the impression that he wanted EBTH to sell all of the items he had inherited from his friend, regardless of value. When we are putting together an EBTH sale, we work hard to select the best items for sale so that the client sees the maximum return on their pieces. Part of this selection process is excluding items that do not have a high enough approximate value. We would like to extend our apologies to Mr. [redacted] that his sales did not meet his expectations. As an auction company, we cannot guarantee the prices any items sold on EBTH will fetch. We have kept 40% of the final sale proceeds as our commission cost. The commission is kept by EBTH to pay for the processing of the items for sale. This is in Mr. [redacted]'s signed contract with EBTH. Thank you for your consideration,EBTH
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]
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.
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]
In response to this complaint, the customer is correct, we gave him a refund as a one time courtesy. While he claimed the items were non-authentic, there was no documentation to support his claims. As for this situation with the [redacted] baseball, we didn't receive any documentation...
from [redacted] Authentication from the customer. JSA is a partner of EBTH and the company we utilize to authenticate our signed products. When JSA has authenticated an item, we embed their logo on the website. This item was also returned in person over a year after purchase as well. The reason we banned this customer was based on behavior at our EBTH location on Wilmer Ave. when disputing the validity of the baseball. Thank you.
[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. Mr. [redacted] has purchased three invoices with EBTH: B-[redacted] on 8/8 for $78.43, B-[redacted] on 7/18 for $75.01, and B-[redacted] on 7/18 for $100.22. Mr. [redacted] has two cards on file with EBTH, a prepaid card ending in [redacted] and a credit...
card ending in [redacted], as is seen in the screen shot “[redacted] Payment Methods,” and card [redacted] was the primary card on file. B-[redacted] was paid with card [redacted] and B-[redacted] and B-[redacted] were paid with card [redacted].Per our 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. You also agree and acknowledge that you will maintain valid credit card information within your user profile so long as you maintain an account with EBTH and that you are authorized to use the designated payment method.” A customer cannot have a prepaid card as the only card on file. Upon receipt of this filing with the Revdex.com, the EBTH fraud department investigated Mr. [redacted]’s account. First, in the screen shot “[redacted] Details,” the highlighted information under “AVS Message” indicates “No match (neither street not zip code match).” This is in reference to the billing information and indicates that the billing information provided by Mr. [redacted] for the card does not match the billing information provided to our credit card processing vendor by the credit card company for card [redacted]. The actual address and credit card information is confidential and EBTH does not have access to it. Next, the fraud department was able to determine that the billing information provided for [redacted] matches the information provided by the credit card company. We have a screen shot of this we can share with the Revdex.com, but we have not sent it at this point due to file upload constraints. Based on this information from the fraud department, we have determined that card [redacted] is most likely the card provided to Mr. [redacted] by his friend. This did not flag as a fraudulent card in our system because, while the billing did not match, the credit card company approved EBTH’s use of the card based on the information provided, so no alert was created and we were not aware of this discrepancy. From the screen shot “[redacted] Payment Attempts,” it can be seen that the payment for B-[redacted] was approved, but that multiple attempts were made to pay for the other two invoices on Mr. [redacted]’s account. These attempts were made because this is the primary card on file as designated by Mr. [redacted]. The screen shot “[redacted] Payment Attempts” shows that card [redacted] was approved for the two invoices it was used to pay. Based on the information from Mr. [redacted], it seems that the friend’s card was provided to pay for B-[redacted] and that the charge in question is in payment for B-[redacted].Mr. [redacted] reached out to our customer service department on 8/10 regarding the use of [redacted] to pay for B-[redacted]. He was informed at that point that in order to remove a card from his file, he had to put another card on file. This was explained to him multiple times and he did not add another card. Because Mr. [redacted]’s friend agreed to allow him to enter the card on to his file, EBTH was given irrevocable authorization to charge the card as long as it was on file. Mr. [redacted] has had the capability to add a different card so he can delete his friend’s card and has chosen not to. It is by this authorization and by these circumstances that we have charged his friend’s card. We cannot refund this card. If Mr. [redacted]’s friend believes that the card was used without her authorization, we recommend she take Mr. [redacted] to small claims court to settle this matter as he is ultimately responsible for payment for the items purchased on his account. Mr. [redacted] has voluntarily closed his EBTH account. We consider this matter resolved. 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 find EBTH insistence of repeatedly offering a feigned offer of a full refund as long as I bring the piano back to their warehouse in [redacted], **; when the cost of arranging such delivery will cost additional $450.00 where it will ultimately cost $900.00 in delivery cost alone to get a refund for a $1400.00 piano, as well as to expend two personal days to be oversee the delivery when I picked up the piano and to return it to their [redacted] warehouse to rectify the result of their false representation. This is a non-option that EBTH knowingly offers to stonewall and bully its customer/victim to accept whatever solution that is convenient and least costly for them regardless of the pain and suffering they cause their victim/customer. When I first brought the this issue regarding their false representation of this particular piano in question, their first response was” I’m sorry for the trouble, but you should know what we sell isn’t perfect and that they rely on the sellers to be honest and thorough and consumers to do their homework; When in fact it was EBTH’s own project team lead by C.M that went to [redacted] to inspect, catalogue, and provide research, item description and condition to be listed on their website for this estate auction. The following is EBTH’s initial response to my complaint after receiving the photos of the piano:“Thank you for providing the photos. I apologize for the trouble here. I do want to confirm that the serial number for this piano, [redacted], does indicate that it was made in 1954. Although I understand your frustration regarding the construction of the piano, I must say that we cannot guarantee that any item sold on our site is in new or perfect condition. We will provide descriptions based on its assessment of an item. However, we cannot guarantee that our assessment of condition will be the same as your assessment. Often times, we rely solely on information provided by the Seller. As you are bidding on items sight unseen, we ask that you take this information into account when placing bids. The listing also states via the condition, "Basic functions are operable but not fully tested." meaning that this piece was tested in the most basic of terms. No professional assessment was conducted regarding its condition.As you left the property with this item in hand, what sort of resolution are you looking for in this situation?” Upon receiving my request for refund, I was flatly denied of any refund by EBTH stating as follows: "Thank you for getting back to me. Unfortunately, I am not able to offer any monetary compensation in this case. As stated before, we do not guarantee that items sold on our site are in new or in perfect condition. We are selling used items and provide all of the information we have available to us when cataloging. Our team did not remove this piano from the wall or they would have provided photos of the posterior of the piano. Items are sold as is and we depend on our bidders to take such information into account before placing bids. You left the estate with this item in your possession. Had you have had concerns about the purchase, you should have notified our team at the pickup site. This sale has now left our hands. I would be happy to issue a $50 gift card for your troubles, but that is all that I can offer to you.” Instead of honestly addressing the legitimate complaint their customer brought up, they instead stonewalled deceived, misdirected, and blamed their customer writing that “You left the estate with this item in your possession. Had you have had concerns about the purchase, you should have notified our team at the pickup site,” Adding that there was nothing they can or will do in regard to that matter, but they’d be happy to throw some gift code for your troubles….Upon reviewing the above-mentioned correspondence, EBTH left no other option for their victim/customer but to seek help from an objective third party consumer protection agency such as Revdex.com to resolve this matter. Given these facts and circumstances I am repulsed at their accusation that I was repeatedly unwilling and to work with their customer service department or under their terms and conditions. During the process of Revdex.com remediation, EBTH once again falsely asserts that I failed to reply back to them when in fact I did write back to them on 9/10/17 ( as a business owner that work six days a week, 10 hour days, as well as raising two young children, I do not have the time nor did I expect expend this much time and effort after spending $1400.00 on an item from what I thought to be a honest and legitimate business entity). As well as asserting without any evidence, that they changed their mind about the refund and was waiting for my response, once again blaming their victim/consumer. You would expect any legitimate, honest business would have reached out to their customer as soon as they reached such decision, but we are obviously dealing with such business entity EBTH also falsely asserted that this piano in question was in fact sold out of [redacted] when they advertised the estate auction sale that is piano was part of as from [redacted] listing it under [redacted] on their website. When this was pointed during the Revdex.com remediation, EBTH brought out an obscure internal code to now say that the item was in fact sold from their [redacted] market.,However for any estate auction originating from [redacted], they would specifically list it under [redacted] under the heading “[redacted], ** “once again highlighting the fact that they also falsely misrepresented this information as well. I was able to learn that this particular estate auction was from [redacted] and the piano was transported to [redacted] to be picked up by the customer. After multiple correspondence, EBTH now finally admits that they failed to assess and provide accurate information about the condition of the piano and will now offer, a 20% refund. while asserting that “this is not indicative of the typical EBTH experience." However, their assertion is once again false.I’ve made my first purchase from EBTH on June 24th, 2017 and since then, I have purchased over 24 transactions and spending over $10000.00. Out of those 24 orders, EBTH failed to deliver two orders that I have paid over $2000.00, never even informing me of the status until I called after a month I have paid for the items. On Two other orders, the item I have ordered came damaged due to inadequate packing, and EBTH falsely misrepresented on three orders they have sold, and sold me an item with a missing part that was part of the purchase. That is 8 times out of 24 transactions making it almost one in every four transactions that were either deceptive or had major issues as mentioned above. In dealing with EBTH regarding these issues, I have noticed a same systemic pattern of denial, misdirection, deception, stonewalling, and ultimately blackballing the victim for exercising his right as a consumer. EBTH has been shown to systematically in violation the FTC regulations, failing to deliver the purchased items within thirty days, violating the code of ethics of auctioneer’s association of Ohio, [redacted], and [redacted], as well as violating protection laws of Ohio, [redacted], and [redacted]. I refuse to spend any more time and energy on this matter dealing with EBTH directly or through Revdex.com. I am willing to accept 60% refund of the purchase price without the reinstatement of my account with EBTH, or 50% refund of the purchase price with reinstatement of my EBTH account. If this issue cannot be resolved as requested, I will be filing my complaint with the aforementioned agencies and media outlets. Regards,
** [redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a bracelet and a watch on 10/25 for $317, invoice B-[redacted]. With shipping and sales tax, his final invoice total was $359.26. The pieces on Mr. [redacted]’s invoice we available to be picked up on 10/26, so the...
shipping process couldn’t start until 10/27. 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.” The tenth business day for this invoice was 11/9. This invoice shipped on 11/14, the thirteenth business day. It is coming to Mr. [redacted] via [redacted] Ground with a signature required, tracking [redacted].While we make reasonable efforts to ship items with in ten business days, we can’t guarantee items will go out by this date. Items initially available for pickup must be transferred to our shipping facility, where they are packed and shipped in the order they arrive. In this case, that process took a few days longer than the ten business days and the invoice shipped on the thirteen business day. As a courtesy for the slight delay, we have issued Mr. [redacted] a refund of $9.64, which is half of the $19.28 shipping cost. Thank you for your consideration, EBTH
Ok, I accept this resolution. Please contact me if you need to my info to submit the $50 shipping credit and gift card. Here's my email: [redacted]Thank you, [redacted]
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. We have been unable to locate B-[redacted] in our central processing facility to this point. The facility is a very large warehouse with thousands of items and we are still actively searching for it. Because we do not have the items Ms. [redacted] paid for available, we have refunded her. As previously stated, we will continue to look for this invoice and, if we are able to locate it, we will recharge her for the item and ship it to her at our expense. We understand that Ms. [redacted] prefers her items to a refund and we regret that we cannot accommodate this. When the item was refunded, as is standard procedure, we marked it as unavailable in our internal system. When this happens, it is removed from the customer facing side of the customer profile. We have changed its designation so Ms. [redacted] can see invoice with a $0.00 balance on her end. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a set of faux leather yardages for $18 on 7/23, invoice B-[redacted]. With sales tax and shipping, the final total was $41.22. This piece was purchased from a sale from our Atlanta market. In effort to...
continuously improve the selling and shopping experience for our global audience, some items will no longer be available for local pickup in many of our markets. Smaller items are taken from those markets and moved to a central distribution center in Blue Ash, OH, where they are cataloged, photographed and packed for shipment before going live for sale on EBTH. The goal of this shift is to service all of our markets with our own facilities. The Atlanta market was transitioned to this model earlier this year and has operated in this way for several months. Per our shipping terms and conditions, “EBTH will use reasonable efforts to ship the Consigned Items within ten (10) business days after the scheduled sale removal and payment date.”Ms. [redacted] reached out to our customer service department on 8/4 to inquire as to the shipping status of her item. She was told by the customer service representative that the tenth business day was 8/7 and that the invoice could be investigated if it did not ship by the end of the day that day. On 8/8, Ms. [redacted] called to inquire as to why the piece had not shipped. The customer service representative with whom she spoke that, at 11 business days, we were still within the reasonable efforts clause of the shipping terms.Ms. [redacted]’s invoice is packed and ready to be shipped. It will be shipped by end of day 8/11, 13 business days from the payment date. As a courtesy we have issued Ms. [redacted] a refund of $11.07, which is half of the $22.14 shipping charge. Thank you for your consideration,EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. We have looked into Ms. [redacted] correspondence with our customer service team and we can see that we have worked closely on this with her. Unfortunately, shipping on these dressers was delayed due to a discrepancy in the shipping...
price. We offered to refund her at every step, as we do regret the delay. When the discrepancy was resolved, the dressers were shipped to Ms. [redacted] via our white glove service, which can take 3-8 weeks. We have been able to determine that the dressers are in Columbus, preparing for delivery to [redacted]. They should be delivered by the end of next week. We have included the link for tracking. [redacted]
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.
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.
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 offer our sincere apologies to...
Ms. [redacted] regarding her shipping delays. We have confirmed that the piece has shipped via USPS, tracking [redacted]. It is scheduled for delivery Monday 1/9. We have refunded Ms. [redacted]’s shipping cost of $15.55. We have also sent Ms. [redacted] a gift card for $30 with an invitation to shop with us again. Thank you for your consideration, EBTH
Please find attached the information you have requested. The [redacted]et Value of the items was taken from past sales on [redacted], [redacted] Memorablilia Collectible guidelines and pricing books and from other sources such as [redacted]-Collectibles.com. I would like EBTH to get this resolved in a professional and ethical manner. I still contend that they took advantage of me and misled me in the way they were to conduct business.
Thank you for the opportunity to respond to these concerns. Mr. [redacted] sold 93 items with EBTH in three sales between 7/30 and 8/19. His final total sale proceeds were $2834, with Mr. [redacted] keeping $1700.40 after the 40% commission. Mr. [redacted] sold items which he had inherited from...
a friend. Mr. [redacted] let the sales team in [redacted] know that, prior to contacting EBTH, he sold the bulk of the items at a previous estate sale and made over $40,000. He called EBTH to have us come sell the rest. The sales team met with Mr. [redacted] and explained the EBTH sale process to him, including the donation and trash removal portion of the process. He was unhappy with the possibility of donating or throwing away items that we could not sell and, instead, wanted EBTH to sell all of his items. The team also made it very clear to Mr. [redacted] that, while we typically have very successful sales, the final sale results and selling prices will depend on the EBTH bidders, as the highest bid placed on an item is the selling price. We did not guarantee Mr. [redacted] any kind of price for his items. When the team arrived to Mr. [redacted]’s property to work, he would only allow them to do so outside. The temperature was prohibitively high that day, so the estate team worked very quickly and very hard to ensure that they would only have to be at Mr. [redacted]’s property one day. After the estate team was finished working, the project manager remained with Mr. [redacted] for two additional hours, helping him understand that we could not take all of his items and that we can facilitate trash and donation removal.The sales team left Mr. [redacted] with the impression that he wanted EBTH to sell all of the items he had inherited from his friend, regardless of value. When we are putting together an EBTH sale, we work hard to select the best items for sale so that the client sees the maximum return on their pieces. Part of this selection process is excluding items that do not have a high enough approximate value. We would like to extend our apologies to Mr. [redacted] that his sales did not meet his expectations. As an auction company, we cannot guarantee the prices any items sold on EBTH will fetch. We have kept 40% of the final sale proceeds as our commission cost. The commission is kept by EBTH to pay for the processing of the items for sale. This is in Mr. [redacted]'s signed contract with EBTH. Thank you for your consideration,EBTH
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]
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.
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]
In response to this complaint, the customer is correct, we gave him a refund as a one time courtesy. While he claimed the items were non-authentic, there was no documentation to support his claims. As for this situation with the [redacted] baseball, we didn't receive any documentation...
from [redacted] Authentication from the customer. JSA is a partner of EBTH and the company we utilize to authenticate our signed products. When JSA has authenticated an item, we embed their logo on the website. This item was also returned in person over a year after purchase as well. The reason we banned this customer was based on behavior at our EBTH location on Wilmer Ave. when disputing the validity of the baseball. Thank you.
[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. Mr. [redacted] has purchased three invoices with EBTH: B-[redacted] on 8/8 for $78.43, B-[redacted] on 7/18 for $75.01, and B-[redacted] on 7/18 for $100.22. Mr. [redacted] has two cards on file with EBTH, a prepaid card ending in [redacted] and a credit...
card ending in [redacted], as is seen in the screen shot “[redacted] Payment Methods,” and card [redacted] was the primary card on file. B-[redacted] was paid with card [redacted] and B-[redacted] and B-[redacted] were paid with card [redacted].Per our 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. You also agree and acknowledge that you will maintain valid credit card information within your user profile so long as you maintain an account with EBTH and that you are authorized to use the designated payment method.” A customer cannot have a prepaid card as the only card on file. Upon receipt of this filing with the Revdex.com, the EBTH fraud department investigated Mr. [redacted]’s account. First, in the screen shot “[redacted] Details,” the highlighted information under “AVS Message” indicates “No match (neither street not zip code match).” This is in reference to the billing information and indicates that the billing information provided by Mr. [redacted] for the card does not match the billing information provided to our credit card processing vendor by the credit card company for card [redacted]. The actual address and credit card information is confidential and EBTH does not have access to it. Next, the fraud department was able to determine that the billing information provided for [redacted] matches the information provided by the credit card company. We have a screen shot of this we can share with the Revdex.com, but we have not sent it at this point due to file upload constraints. Based on this information from the fraud department, we have determined that card [redacted] is most likely the card provided to Mr. [redacted] by his friend. This did not flag as a fraudulent card in our system because, while the billing did not match, the credit card company approved EBTH’s use of the card based on the information provided, so no alert was created and we were not aware of this discrepancy. From the screen shot “[redacted] Payment Attempts,” it can be seen that the payment for B-[redacted] was approved, but that multiple attempts were made to pay for the other two invoices on Mr. [redacted]’s account. These attempts were made because this is the primary card on file as designated by Mr. [redacted]. The screen shot “[redacted] Payment Attempts” shows that card [redacted] was approved for the two invoices it was used to pay. Based on the information from Mr. [redacted], it seems that the friend’s card was provided to pay for B-[redacted] and that the charge in question is in payment for B-[redacted].Mr. [redacted] reached out to our customer service department on 8/10 regarding the use of [redacted] to pay for B-[redacted]. He was informed at that point that in order to remove a card from his file, he had to put another card on file. This was explained to him multiple times and he did not add another card. Because Mr. [redacted]’s friend agreed to allow him to enter the card on to his file, EBTH was given irrevocable authorization to charge the card as long as it was on file. Mr. [redacted] has had the capability to add a different card so he can delete his friend’s card and has chosen not to. It is by this authorization and by these circumstances that we have charged his friend’s card. We cannot refund this card. If Mr. [redacted]’s friend believes that the card was used without her authorization, we recommend she take Mr. [redacted] to small claims court to settle this matter as he is ultimately responsible for payment for the items purchased on his account. Mr. [redacted] has voluntarily closed his EBTH account. We consider this matter resolved. 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 find EBTH insistence of repeatedly offering a feigned offer of a full refund as long as I bring the piano back to their warehouse in [redacted], **; when the cost of arranging such delivery will cost additional $450.00 where it will ultimately cost $900.00 in delivery cost alone to get a refund for a $1400.00 piano, as well as to expend two personal days to be oversee the delivery when I picked up the piano and to return it to their [redacted] warehouse to rectify the result of their false representation. This is a non-option that EBTH knowingly offers to stonewall and bully its customer/victim to accept whatever solution that is convenient and least costly for them regardless of the pain and suffering they cause their victim/customer. When I first brought the this issue regarding their false representation of this particular piano in question, their first response was” I’m sorry for the trouble, but you should know what we sell isn’t perfect and that they rely on the sellers to be honest and thorough and consumers to do their homework; When in fact it was EBTH’s own project team lead by C.M that went to [redacted] to inspect, catalogue, and provide research, item description and condition to be listed on their website for this estate auction. The following is EBTH’s initial response to my complaint after receiving the photos of the piano:“Thank you for providing the photos. I apologize for the trouble here. I do want to confirm that the serial number for this piano, [redacted], does indicate that it was made in 1954. Although I understand your frustration regarding the construction of the piano, I must say that we cannot guarantee that any item sold on our site is in new or perfect condition. We will provide descriptions based on its assessment of an item. However, we cannot guarantee that our assessment of condition will be the same as your assessment. Often times, we rely solely on information provided by the Seller. As you are bidding on items sight unseen, we ask that you take this information into account when placing bids. The listing also states via the condition, "Basic functions are operable but not fully tested." meaning that this piece was tested in the most basic of terms. No professional assessment was conducted regarding its condition.As you left the property with this item in hand, what sort of resolution are you looking for in this situation?” Upon receiving my request for refund, I was flatly denied of any refund by EBTH stating as follows: "Thank you for getting back to me. Unfortunately, I am not able to offer any monetary compensation in this case. As stated before, we do not guarantee that items sold on our site are in new or in perfect condition. We are selling used items and provide all of the information we have available to us when cataloging. Our team did not remove this piano from the wall or they would have provided photos of the posterior of the piano. Items are sold as is and we depend on our bidders to take such information into account before placing bids. You left the estate with this item in your possession. Had you have had concerns about the purchase, you should have notified our team at the pickup site. This sale has now left our hands. I would be happy to issue a $50 gift card for your troubles, but that is all that I can offer to you.” Instead of honestly addressing the legitimate complaint their customer brought up, they instead stonewalled deceived, misdirected, and blamed their customer writing that “You left the estate with this item in your possession. Had you have had concerns about the purchase, you should have notified our team at the pickup site,” Adding that there was nothing they can or will do in regard to that matter, but they’d be happy to throw some gift code for your troubles….Upon reviewing the above-mentioned correspondence, EBTH left no other option for their victim/customer but to seek help from an objective third party consumer protection agency such as Revdex.com to resolve this matter. Given these facts and circumstances I am repulsed at their accusation that I was repeatedly unwilling and to work with their customer service department or under their terms and conditions. During the process of Revdex.com remediation, EBTH once again falsely asserts that I failed to reply back to them when in fact I did write back to them on 9/10/17 ( as a business owner that work six days a week, 10 hour days, as well as raising two young children, I do not have the time nor did I expect expend this much time and effort after spending $1400.00 on an item from what I thought to be a honest and legitimate business entity). As well as asserting without any evidence, that they changed their mind about the refund and was waiting for my response, once again blaming their victim/consumer. You would expect any legitimate, honest business would have reached out to their customer as soon as they reached such decision, but we are obviously dealing with such business entity EBTH also falsely asserted that this piano in question was in fact sold out of [redacted] when they advertised the estate auction sale that is piano was part of as from [redacted] listing it under [redacted] on their website. When this was pointed during the Revdex.com remediation, EBTH brought out an obscure internal code to now say that the item was in fact sold from their [redacted] market.,However for any estate auction originating from [redacted], they would specifically list it under [redacted] under the heading “[redacted], ** “once again highlighting the fact that they also falsely misrepresented this information as well. I was able to learn that this particular estate auction was from [redacted] and the piano was transported to [redacted] to be picked up by the customer. After multiple correspondence, EBTH now finally admits that they failed to assess and provide accurate information about the condition of the piano and will now offer, a 20% refund. while asserting that “this is not indicative of the typical EBTH experience." However, their assertion is once again false.I’ve made my first purchase from EBTH on June 24th, 2017 and since then, I have purchased over 24 transactions and spending over $10000.00. Out of those 24 orders, EBTH failed to deliver two orders that I have paid over $2000.00, never even informing me of the status until I called after a month I have paid for the items. On Two other orders, the item I have ordered came damaged due to inadequate packing, and EBTH falsely misrepresented on three orders they have sold, and sold me an item with a missing part that was part of the purchase. That is 8 times out of 24 transactions making it almost one in every four transactions that were either deceptive or had major issues as mentioned above. In dealing with EBTH regarding these issues, I have noticed a same systemic pattern of denial, misdirection, deception, stonewalling, and ultimately blackballing the victim for exercising his right as a consumer. EBTH has been shown to systematically in violation the FTC regulations, failing to deliver the purchased items within thirty days, violating the code of ethics of auctioneer’s association of Ohio, [redacted], and [redacted], as well as violating protection laws of Ohio, [redacted], and [redacted]. I refuse to spend any more time and energy on this matter dealing with EBTH directly or through Revdex.com. I am willing to accept 60% refund of the purchase price without the reinstatement of my account with EBTH, or 50% refund of the purchase price with reinstatement of my EBTH account. If this issue cannot be resolved as requested, I will be filing my complaint with the aforementioned agencies and media outlets. Regards,
** [redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a bracelet and a watch on 10/25 for $317, invoice B-[redacted]. With shipping and sales tax, his final invoice total was $359.26. The pieces on Mr. [redacted]’s invoice we available to be picked up on 10/26, so the...
shipping process couldn’t start until 10/27. 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.” The tenth business day for this invoice was 11/9. This invoice shipped on 11/14, the thirteenth business day. It is coming to Mr. [redacted] via [redacted] Ground with a signature required, tracking [redacted].While we make reasonable efforts to ship items with in ten business days, we can’t guarantee items will go out by this date. Items initially available for pickup must be transferred to our shipping facility, where they are packed and shipped in the order they arrive. In this case, that process took a few days longer than the ten business days and the invoice shipped on the thirteen business day. As a courtesy for the slight delay, we have issued Mr. [redacted] a refund of $9.64, which is half of the $19.28 shipping cost. Thank you for your consideration, EBTH
Ok, I accept this resolution. Please contact me if you need to my info to submit the $50 shipping credit and gift card. Here's my email: [redacted]Thank you, [redacted]
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. We have been unable to locate B-[redacted] in our central processing facility to this point. The facility is a very large warehouse with thousands of items and we are still actively searching for it. Because we do not have the items Ms. [redacted] paid for available, we have refunded her. As previously stated, we will continue to look for this invoice and, if we are able to locate it, we will recharge her for the item and ship it to her at our expense. We understand that Ms. [redacted] prefers her items to a refund and we regret that we cannot accommodate this. When the item was refunded, as is standard procedure, we marked it as unavailable in our internal system. When this happens, it is removed from the customer facing side of the customer profile. We have changed its designation so Ms. [redacted] can see invoice with a $0.00 balance on her end. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a set of faux leather yardages for $18 on 7/23, invoice B-[redacted]. With sales tax and shipping, the final total was $41.22. This piece was purchased from a sale from our Atlanta market. In effort to...
continuously improve the selling and shopping experience for our global audience, some items will no longer be available for local pickup in many of our markets. Smaller items are taken from those markets and moved to a central distribution center in Blue Ash, OH, where they are cataloged, photographed and packed for shipment before going live for sale on EBTH. The goal of this shift is to service all of our markets with our own facilities. The Atlanta market was transitioned to this model earlier this year and has operated in this way for several months. Per our shipping terms and conditions, “EBTH will use reasonable efforts to ship the Consigned Items within ten (10) business days after the scheduled sale removal and payment date.”Ms. [redacted] reached out to our customer service department on 8/4 to inquire as to the shipping status of her item. She was told by the customer service representative that the tenth business day was 8/7 and that the invoice could be investigated if it did not ship by the end of the day that day. On 8/8, Ms. [redacted] called to inquire as to why the piece had not shipped. The customer service representative with whom she spoke that, at 11 business days, we were still within the reasonable efforts clause of the shipping terms.Ms. [redacted]’s invoice is packed and ready to be shipped. It will be shipped by end of day 8/11, 13 business days from the payment date. As a courtesy we have issued Ms. [redacted] a refund of $11.07, which is half of the $22.14 shipping charge. Thank you for your consideration,EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. We have looked into Ms. [redacted] correspondence with our customer service team and we can see that we have worked closely on this with her. Unfortunately, shipping on these dressers was delayed due to a discrepancy in the shipping...
price. We offered to refund her at every step, as we do regret the delay. When the discrepancy was resolved, the dressers were shipped to Ms. [redacted] via our white glove service, which can take 3-8 weeks. We have been able to determine that the dressers are in Columbus, preparing for delivery to [redacted]. They should be delivered by the end of next week. We have included the link for tracking. [redacted]
Thank you for your consideration. EBTH