Hello Ms. [redacted],I've reviewed the bidding history for [redacted]. It shows at 4:49am on July 4th, you made a bid of $1 with a max bid of $500. This item has been shipped to you after payment. We have reviewed with our fraud department and if you would like to verify your...
IP address, we will be happy to look into it as it showcases the bid was made by you. You mentioned that we didn't immediately respond to you, but you contacted us the first time on July 11th and 4:41am and we responded at 9:58am the same day. We do not remove bids on our auction site unless it's a verifiable error. If you would like to return the item, we would be willing to work with you. Thank you.David W[redacted]Vice President of 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.
Yes, the fine print certainly does stand out when you out-line it in bold red. But what would have been really helpful was if they had disclosed this in the title, so I would have know exactly what I was buying.They show you a picture of the items I bought and another example of regular adult sized teacups that are coming up for bid. Please note that the ones I bought are miniature, child sized tea cups and their example is of standard sized tea cups. These are two completely different products - why are they both advertised in the same manner?I've enclosed some snapshots of other small tea cups they have sold - there are many. Please note they all state they are "Miniature." I included the dimensions in example 5, but forgot to do so in the others. I'm afraid to go over the 30 minutes I have to respond so will submit now. Please contact me if you need additional information. Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. When items are designated as items only available for shipping, payment is processed and shipping is booked for the default address on file within 48 hours. This is standard procedure. Ms. [redacted]’s shipping zip code for her MD address is [redacted]. The shipping zip code for her CA address is [redacted]. As can be seen by the screen shots included, no shipping quotes were generated for [redacted] and only one was generated for [redacted] on 8/3, after the piece had already departed for the Maryland address. Ms. [redacted] was informed of $13.40 base fee and the undetermined fee to be charged by [redacted]. She agreed to both charges when she refused to change the address using the [redacted] service. We cannot lower or refund any of Ms. [redacted]’s final invoice. The piece was delivered on 8/10.Thank you for your consideration. EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
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.Regarding the Terra Cotta ceramic: EBTH was told multiple times that there was restoration and then they told me their "expert" inspected the ceramic even after I notified them of the issue and no restoration was found. I'm glad that the Revdex.com was able to help them locate the restoration that was there all along. Further, while a refund was issued the item is still sitting in my account under invoices waiting to be paid. Since EBTH now automatically charges credit cards I would bet in a couple of days the charge is going to be processed yet again.Regarding the [redacted] box. Please find attached photos as well as a letter from my ceramics restorer (which was provided to my credit card company) outlining the additional damage. The additional damage is meaningful when it comes to the estimate to repair the item, it doubled the cost. Again, the item on EBTH did not mention ANY cracks and there was an 8" crack in a J shape the length of the box which is very costly to repair. This additional damage was not disclosed and the chip on the underside of the lid was photographed in a way meant hide the extent of the damage.Further, sadly, the stunning dragon jar I received today arrived with a shattered lid due to poor packaging. Whomever packed the base did a great job, double boxing it with additional cushioning. Why the same care wouldn't have been taken with the lid is astonishing to me. If the package was dropped the full weight (about 22 pounds) of the jar landed on the lid with a minimal amount of cushioning protecting it. Further, using paper to cushion an item like that is basically like wrapping a brick around it. Photos coming tomorrow. I had high hopes for EBTH, they seem to want to be a world class seller of antiques, rarities, and collectibles but their execution and attention to meaningful details (like condition and damage) is awful. Wondering how they managed to get their Yelp page suppressed, it's hard for consumers to locate consumer reviews of this organization.
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.This is just one lie after another. The Revdex.com does not seem to be taking this seriously and therefore is allowing their credibility to be questioned as well. -The general manager never contacted me after December and at no time in any of our conversations did he mention a specific quote. And YES [redacted] did offer to split the cost of the mover, that is the only reason I did not file a complaint earlier. STOP the lies and stop the bait and switch or this will go out of the Revdex.com hands and I will take it to the social media platforms as well as 9 On Your Side-During my first conversation with [redacted], & [redacted] I notified them that the property was located in [redacted]. Why is EBTH trying to make this sound like the property being "outside" their area was a surprise???? Oh, by the way, T[redacted] drove to the house (from Lexington), maybe he should have recognized that it was "outside" the parameters that we had discussed before making the drive??? Only two possible reasons laziness or ignorance. Not sure which at this point.I will remain in my steadfast view that EBTH is operating a bait and switch scheme and a note should be available to all consumers who may do business with them. Consumer protection is in fact to protect the consumers. I wasted so much time dealing with the scheme and I'd hate to see others get pulled in also.
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]
We spoke with this customer. He was happy that we called. He expressed his frustration with the shipping and past experience. We listened to his concerns and let him know that we have improved our process and that the ring had left our building today to get to the fulfillment...
center. He thanked us for the call and has expressed that he will remove the Revdex.com complaint/post and that it was resolved. We will continue to monitor his experience and follow up.
Ms. [redacted] has been fully refunded her shipping charges. We have banned her account based on her interactions with our staff. I've reviewed her call with our Customer Service staff and neither Brooke, nor I (David [redacted]), have stated we tax shipments. We do speak there is a charge for insurance that increases based on the final auction value.Businesses are required to charge sales tax in states where they have sales tax [redacted] (i.e. presence.) So this is the reason she was charged sales tax. Also, sales tax is based on the ship-to address. So if you live in a state with no sales tax (or exempt sales tax), but order something to be shipped in a state that does have sales tax, you may be charged sales tax based on the sales tax rate at the address where you ship the item. It is important to realize which state the company has [redacted], or a presence, in when creating shipping. Regardless if the items are non taxable when picked up at the property, they become taxable once shipped to a state where EBTH has a presence. These states are:GeorgiaTexasMarylandFloridaSouth CarolinaNorth CarolinaColoradoIndianaCaliforniaKentuckyOhioIllinoisMassachusettsTennesseeNew YorkWashington, DCAdditional information: https://www.sba.gov/content/collecting-sales-tax-over-internet Th...⇄ you,EBTH
Thank you for the opportunity to respond to these concerns.On 4/12 Ms. [redacted] won a bayonet for $57 from EBTH, invoice [redacted]. The item was available for pickup 4/13 from our [redacted] showroom. Because Ms. [redacted] did not check out for the item online and did not attend the pickup, a $10 warehouse...
fee was charged. Her card on file was charged automatically on 4/13 for $71.69, which was the item total, sales tax, and the warehouse fee. Items that are stored in our [redacted] show room are available for pickup for two weeks before we automatically charge and book shipping. We charged Ms. [redacted]’s card because, per our terms and conditions, we have been authorized to collect payment on all winning bids. “In the event that you fail to pick up or designate shipping for your terms in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling fees.”After two weeks, on 4/28, we attempted to automatically charge and book shipping. Shipping on this piece was $24.03. Because Ms. [redacted] had already paid $10 toward a warehouse fee, that was applied to the shipping total and we attempted to charge $14.61. We attempted to charge the original card charged and the other card Ms. [redacted] had on file, but both were declined. At that point, Ms. [redacted] contacted us to let us know that she was dissatisfied that the invoice had been charged. We explained to her that we automatically charge invoices when they are not picked up and that she needed to pay the remaining $14.61 so we could get the shipping process started. She did and we booked the item for shipping. This made her final invoice total $86.30.On 5/18, Ms. [redacted] got in touch with our customer service team to let us know she did not have tracking information on the item. We have spent the last week attempting to locate the item, but we are unable to. Ms. [redacted] has been issued a full refund of $86.30. If we are able to locate this item in our shipping center at a later date, we will charge her card for the item and ship it to her at our expense.Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. Each piece purchased by Mr. [redacted] cost $21.21 to ship. The breakdown of this cost is $9.63 as being charged by the carrier, $8.88 in custom packing charges which include materials and labor cost, and $2.70 in insurance which is typically up to 3% of the final item costs. Mr. [redacted] is accurate in his assessment of our screen shots that a cost of approximately $10 was quoted for most shipping zip codes during bidding. Once the value of the item jumped to above $100, per our terms and conditions, the shipping cost went up. Mr. [redacted] purchased the bracelet for $160. In the screen shot “[redacted] Bracelet Bids,” it can be seen that a bid was placed for $110 at 10:22 pm on 7/29, raising the value above $100. “[redacted] Bracelet Shipping” shows that the first shipping quote generated after this jump in value occurred at 10:54 pm on 7/29 and was for $21.21. Mr. [redacted] purchased the earrings for $114. In the screen shot “[redacted] Earrings Bids,” it can be seen that a bid was placed for $104 at 2:45 pm on 7/30, raising the value above $100. “[redacted] Earrings Shipping” shows that first shipping quote generated after this jump in value occurred at 2:58 pm on 7/30 and was for $21.21.Per our terms and conditions, “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 is the authorization by which Mr. [redacted]’s card was charged on 8/1.We cannot adjust Mr. [redacted]’s invoice. We consider this matter resolved. 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. The business has agreed to refund me for the purchase of the damaged items and has also provided me with a gift card for the previous items that were damaged by their stickers.I spoke with [redacted] and he was very understanding and great to work with. They are lucky to have such a good guy on their team.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a pair of pillows and a group of decorative pieces on 12/14 for $9, invoice B-[redacted]. With shipping and sales tax, his invoice total was $64.32. From the same sale, he also purchased three pieces of furniture for...
$972, invoice B-[redacted], which were available to be picked up locally on 12/18.The items on B-[redacted] were only available to be shipped, so shipping was automatically booked and charged on 12/16 and the pieces were shipped to him on 12/18 and delivered on 12/20. These items had been removed from the property and taken to our central processing facility to be photographed, cataloged, and shipped. They would have only shown a shipping option and Mr. [redacted] would have had to select that option in order to bid on these items. On 12/18, Mr. [redacted] contacted our customer service team about this shipping charge. The customer service representative explained that these items were only available to be shipped and were in transit. Per our terms and conditions, agreed to by Mr. [redacted] prior to creating his account, “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.” It was by this authorization that we charged his card for shipping. In effort to better serve our global community, EBTH has made some changes to our sales model. In many of our markets, including [redacted], most of the small items we sell are removed from the local market and taken to our central processing facility in [redacted] to be cataloged, photographed and shipped. This helps us offer the best shipping price we can on our pieces. Larger items tend to stay in the market for local pickup, as shipping costs can be prohibitively expensive on large items. The [redacted] market has recently transitioned to this model.We understand that this change can be somewhat unexpected for some bidders, especially at the beginning of the transition to this model. As a one time courtesy, we have issued Mr. [redacted] a refund of $50.42, which is his shipping charge. Moving forward, we ask that Mr. [redacted] check every item he bids on to ensure that he is aware of all fulfillment options on the item. We look forward to working with Mr. [redacted] in the future. Thank you for your consideration, EBTH
Mr. [redacted] and another customer had received each other's items. We believed we had resolved this issue with both parties as we didn't hear back after reaching out for resolution.The customer, Mr. [redacted] has been really liked by our staff. He has been quite kind. We have refunded...
almost the total amount of the item and shipping, plus sent a gift card to him as well for helping out with getting items to the proper parties.We have since received the item and our Shiphawk vendor is re-packaging the item and shipping to Mr. [redacted]. We are pleased he gave us the opportunity to make this right.
[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]
To recap briefly [redacted]'s experience, her first purchase was a lot of 5 cordials and one had a crack. She was issued a $2 credit and left behind the broken one, but since the invoice was paid in cash, that credit was applied to her next purchase. On her next purchase, she was unable to attend the pickup date and time. She requested an alternate pickup time the day before the pickup date. She preferred to pickup on Monday the 23rd, and she was offered the time window of 9:00-10:30, which did not work for her. She asked for a time window of 3-5:30, and she was informed that would not be a possibility. Our standard process is to ask that they plan on being there or sending someone on their behalf at this time. She was communicated all of this information prior to the pickup time.We list all pickup dates and times so that our bidders can plan accordingly. After the pickup date, shipping was added to her invoice as well as all other invoices that were not picked up during the scheduled time. We emailed her again on Sunday reminding her that her only availability would be on Monday morning. [redacted] was upset that her card was charged for shipping and said that she was going to dispute the charges with her bank. Our CSR let her know that if she did that, and we were able to work out another time, we would not be able tor refund the shipping with an active dispute. We reminded her of the T&C's that state we need to charge shipping on items not picked up, and that she would be refunded if another option became available.On Monday morning [redacted] asked yet again that we accommodate her on Monday afternoon, and she was told again that was not a possibility. In checking with [redacted] about the current status of her shipment, we're told they are still holding her items for pickup but they are also ready to ship. They can still come up with a pickup date for her and we can still refund her shipping cost, or we can proceed with shipment.
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]---Dear [redacted], I never received the below notification in my account or my spam folder. l would appreciate the complaint being reopened as the comments and actions that ETBH say about me are insulting, demeaning and utterly untrue. I am completely entitled to be provided with the opportunity to address these insults that have been directed at me personally. I never used abusive language and I never screamed at anybody. ETBH are simply making up lies to cover the fact that their staff are rude and incapable of empathy. I will take ETBH to court to make them prove their claims and expose them for the public to see. ETBH bans customers who don't put up with being taken advantage of. I am glad ETBH has now confirmed in writing that their mobile version does not require a fulfilment method to be selected.This is confirmation of what I complained about, ETBH does not tell customers before pur[redacted]s made via mobile devise that they will have to pay for shipping. They actually admit it. If they did it the same way as their website, this whole issue would never have happened.It was their fault, but for whatever crazy reason they just cannot admit it and cannot take ownership. Think about that, they admit it, but do nothing. Have we slipped into the Twilight Zone?? Instead of apologizing for their mistake, they ban the customer for complaining about the screw-up they created! Creating so much ill-will that they must be from Mars if they think this is how you do business in the United States. Of course I have the same IP address as [redacted], we live together. We also have the a joint bank account through [redacted] which gives us each a credit card, one in my name, one in his, that has the same number. Despite this and despite EBTH seeming to think we are some form of conjoined singular organism we are actually separate people, with separate social security numbers, separate personalities, and even separate fingers and toes! I cannot believe the Revdex.com allows this business to continue to operate. How on earth can this be considered fair treatment?Please reopen the complaint.[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.]While I appreciate the gesture of the partial refund toward their error, their response is not an accurate account. As I mentioned I have screen shots on several items including not only this air compressor, but on 3 other sales from same seller as shown in attachments that their quoted estimated bids on items I bid on all showed these discounted rates. Other air compressors, much larger generators which were much heavier all generated quotes from $28, $22, $18 $17 etc etc which generated to my zip code of [redacted] which is in [redacted] Tn outside of [redacted] not [redacted] as business stated. Further, their own documents proves by the time posted, that their system generated the new quote of $198 not before the bidding, but was generated at 10:42pm after the purchase. Another words my bidding for the item was based on quotes received and documented on interested items during 3 sales over a two week period which all generated these low shipping quotes.My contention is the business can not all of a sudden state, that this one instance we had a glitch that was a prior cache issue. This was a continued practice that lasted not during 1 item in one sale but for every item I checked prior to the sale for 3 different sales. Ad I mentioned, I was an aggressive bidder during 3 sales on multiple items including 7000 watt duel fuel generators and other air compressors and they were all based on the shipping bids as generated by their system before bidding.Further during the first sale I won two different air nailing guns which gave me quotes which were reasonable, then after my win, the system was unable to check me out just like on the last sale, and I called customer service who checked me out with the same shipping for both items as the system generated.I still contend this practice is either a bait and switch ploy or was a grevious programming error that was not only corrected after the first sale, but continued during the next two sales in successive weeks.There is not much I can do, but be assured, I would have never bid on an item if I would have known prior to my bidding that the quote that the system listed could be as much as 10 times what it showed. Not a one time glitch but on item after item.I at least want my side of the story listed so that consumers be aware, that the system in my case during 3 different sales generated grossly under estimated shipping quotes and then after bidding and finally winning the item, the system generated their real shipping cost over 10 times as much. Then the quote is re-estimated from my original complaint from 198 to 142. Then I had an email from Asley that offered to cut the cost in half which I still felt was not fair considering the gravity of the disputed numbers and now after the complaint is filed an arbitrary number of $67.92 is pulled from the air to refund. Customer be aware, that the shipping of an item may be several times more than the value of the item you won via the bidding process and you will be drafted electronically the money to pay for the new rate in addition to the cost of your bid. Save your money and go directly to the retail distributor and pay full price, plus give the sales person a 25% tip and tell them to invest it in their personal 401 and you will still not have spent as much money! If EBTH wants to charge high shipping prices that is their right. I am all for free enterprising business. Just be upfront with the estimated costs before the bid and dont have the system change the bid after the bidding has ended when the person had won. Further don't mistate that the system required you to validate the price of shipping before placing the bid. The system did not do that in my case. The system you designed listed an estimated cost to my zip and evertime you would push the update shipping cost the system listed that rate.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] did bring to our attention that we had included photographs that were not part of the chair photos. This can sometimes happen and we appreciated her alerting us to this. We checked with the project manager in Boston with whom Ms. [redacted] interacted when she picked up her chair. He told us that, where appropriate, the market in Boston does put pet disclaimers. The disclaimer was not necessary in this case because the pet hair is clearly visible in the item photographs available to Ms. [redacted] prior to bidding. He also clarified that the Boston market does not typically include the disclaimer regarding cleaning because they do not sell items so dirty they need to be cleaned. They did not feel the chair Ms. [redacted] purchased was unusually dirty for an as-is item and opted to sell it. At no point did he claim that adding such disclaimers was against company policy. While we do occasionally include disclaimers about pet hair or cleaning on item descriptions, these are included as a courtesy and are left to the discretion of the team who catalogs the piece. Typically, these are included in cases where photographs are not able to clearly depict the extent of wear, stain, or damage. Such disclaimers are subjective and, therefore, not standard protocol for inclusion. Ms. [redacted] included several photographs, including the photos from our website, in her claim. We have attached, for the sake of clarity, four of the photographs used in the original item listing. In the photos, you can see the wear and holes to the side, the staining on the front lower left corner of the piece, and staining along the left side. We carefully examined the photographs in comparison to hers and we saw these stains. Ms. [redacted] accuses EBTH of manipulating photographs to hide damage. This is not the case. EBTH photographers are instructed to capture all damage to an item and it is our position that this was done in this case. The chair was professionally lit during the photography process, which does brighten the whole piece, but it does not have any effect on the flaws in the piece. Per our terms and conditions, “All items are sold ‘as is’ and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touch-up or repairs prior to use and the available information about these items may be limited. EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the description. EBTH will provide descriptions based on its assessment of an item. However, you should not assume that our assessment of condition will be the same as your assessment. It is your responsibility to read and review all descriptions and images of an item before bidding.”We did not libel Ms. [redacted] in any way, we simply cannot speak to when the larger stains she photographed occurred. They were not present on the piece at the time of the pickup. If Ms. [redacted] feels an item is misrepresented it is her right to raise her concerns. We have concluded that the chair was not misrepresented. We are unable to refund the chair. We came to the decision that the chair was represented accurately after careful consideration and evaluation, as well as thorough investigation. In her interactions with our customer service team, Ms. [redacted] refused to engage in a civil discourse and allow our customer service team members to answer her questions. Instead, she repeatedly yelled over them when they started speaking, resulting in our team disconnecting her calls. Ms. [redacted] made it clear over the course of her interactions with us that she is unwilling to use EBTH within the parameters set forth by the terms and conditions which she agreed to prior to placing her first bid. As a result of this unwillingness and behavior towards our staff over the phone and in person, we have decided to discontinue our business relationship with her and we have permanently suspended her account. An account suspension will prevent a user from accessing their account information.We consider this matter resolved.Thank you for your consideration,EBTH
Thank you for the opportunity to respond.There are currently two types of shipping with EBTH. Shipping through a third party vendor occurs when items are being shipped directly from an estate and those costs can be combined. Shipping directly through EBTH occurs when items are processed at our...
facility in [redacted], ** and packed at the time of photography. Those costs cannot be combined. When Lori reached out to our customer service team in June regarding combining shipping costs, the [redacted] model was still in its infancy and, at that time, the information was correct. In the months since that contact, the information has changed. Since this particular auction shipped from our [redacted] warehouse facility, there was no indication that the items from this auction could be combined. We allow our customers to review shipping prices prior to bidding. Thank you.
Hello Ms. [redacted],I've reviewed the bidding history for [redacted]. It shows at 4:49am on July 4th, you made a bid of $1 with a max bid of $500. This item has been shipped to you after payment. We have reviewed with our fraud department and if you would like to verify your...
IP address, we will be happy to look into it as it showcases the bid was made by you. You mentioned that we didn't immediately respond to you, but you contacted us the first time on July 11th and 4:41am and we responded at 9:58am the same day. We do not remove bids on our auction site unless it's a verifiable error. If you would like to return the item, we would be willing to work with you. Thank you.David W[redacted]Vice President of 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.
Yes, the fine print certainly does stand out when you out-line it in bold red. But what would have been really helpful was if they had disclosed this in the title, so I would have know exactly what I was buying.They show you a picture of the items I bought and another example of regular adult sized teacups that are coming up for bid. Please note that the ones I bought are miniature, child sized tea cups and their example is of standard sized tea cups. These are two completely different products - why are they both advertised in the same manner?I've enclosed some snapshots of other small tea cups they have sold - there are many. Please note they all state they are "Miniature." I included the dimensions in example 5, but forgot to do so in the others. I'm afraid to go over the 30 minutes I have to respond so will submit now. Please contact me if you need additional information. Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. When items are designated as items only available for shipping, payment is processed and shipping is booked for the default address on file within 48 hours. This is standard procedure. Ms. [redacted]’s shipping zip code for her MD address is [redacted]. The shipping zip code for her CA address is [redacted]. As can be seen by the screen shots included, no shipping quotes were generated for [redacted] and only one was generated for [redacted] on 8/3, after the piece had already departed for the Maryland address. Ms. [redacted] was informed of $13.40 base fee and the undetermined fee to be charged by [redacted]. She agreed to both charges when she refused to change the address using the [redacted] service. We cannot lower or refund any of Ms. [redacted]’s final invoice. The piece was delivered on 8/10.Thank you for your consideration. EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
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.Regarding the Terra Cotta ceramic: EBTH was told multiple times that there was restoration and then they told me their "expert" inspected the ceramic even after I notified them of the issue and no restoration was found. I'm glad that the Revdex.com was able to help them locate the restoration that was there all along. Further, while a refund was issued the item is still sitting in my account under invoices waiting to be paid. Since EBTH now automatically charges credit cards I would bet in a couple of days the charge is going to be processed yet again.Regarding the [redacted] box. Please find attached photos as well as a letter from my ceramics restorer (which was provided to my credit card company) outlining the additional damage. The additional damage is meaningful when it comes to the estimate to repair the item, it doubled the cost. Again, the item on EBTH did not mention ANY cracks and there was an 8" crack in a J shape the length of the box which is very costly to repair. This additional damage was not disclosed and the chip on the underside of the lid was photographed in a way meant hide the extent of the damage.Further, sadly, the stunning dragon jar I received today arrived with a shattered lid due to poor packaging. Whomever packed the base did a great job, double boxing it with additional cushioning. Why the same care wouldn't have been taken with the lid is astonishing to me. If the package was dropped the full weight (about 22 pounds) of the jar landed on the lid with a minimal amount of cushioning protecting it. Further, using paper to cushion an item like that is basically like wrapping a brick around it. Photos coming tomorrow. I had high hopes for EBTH, they seem to want to be a world class seller of antiques, rarities, and collectibles but their execution and attention to meaningful details (like condition and damage) is awful. Wondering how they managed to get their Yelp page suppressed, it's hard for consumers to locate consumer reviews of this organization.
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.This is just one lie after another. The Revdex.com does not seem to be taking this seriously and therefore is allowing their credibility to be questioned as well. -The general manager never contacted me after December and at no time in any of our conversations did he mention a specific quote. And YES [redacted] did offer to split the cost of the mover, that is the only reason I did not file a complaint earlier. STOP the lies and stop the bait and switch or this will go out of the Revdex.com hands and I will take it to the social media platforms as well as 9 On Your Side-During my first conversation with [redacted], & [redacted] I notified them that the property was located in [redacted]. Why is EBTH trying to make this sound like the property being "outside" their area was a surprise???? Oh, by the way, T[redacted] drove to the house (from Lexington), maybe he should have recognized that it was "outside" the parameters that we had discussed before making the drive??? Only two possible reasons laziness or ignorance. Not sure which at this point.I will remain in my steadfast view that EBTH is operating a bait and switch scheme and a note should be available to all consumers who may do business with them. Consumer protection is in fact to protect the consumers. I wasted so much time dealing with the scheme and I'd hate to see others get pulled in also.
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]
We spoke with this customer. He was happy that we called. He expressed his frustration with the shipping and past experience. We listened to his concerns and let him know that we have improved our process and that the ring had left our building today to get to the fulfillment...
center. He thanked us for the call and has expressed that he will remove the Revdex.com complaint/post and that it was resolved. We will continue to monitor his experience and follow up.
Ms. [redacted] has been fully refunded her shipping charges. We have banned her account based on her interactions with our staff. I've reviewed her call with our Customer Service staff and neither Brooke, nor I (David [redacted]), have stated we tax shipments. We do speak there is a charge for insurance that increases based on the final auction value.Businesses are required to charge sales tax in states where they have sales tax [redacted] (i.e. presence.) So this is the reason she was charged sales tax. Also, sales tax is based on the ship-to address. So if you live in a state with no sales tax (or exempt sales tax), but order something to be shipped in a state that does have sales tax, you may be charged sales tax based on the sales tax rate at the address where you ship the item. It is important to realize which state the company has [redacted], or a presence, in when creating shipping. Regardless if the items are non taxable when picked up at the property, they become taxable once shipped to a state where EBTH has a presence. These states are:GeorgiaTexasMarylandFloridaSouth CarolinaNorth CarolinaColoradoIndianaCaliforniaKentuckyOhioIllinoisMassachusettsTennesseeNew YorkWashington, DCAdditional information: https://www.sba.gov/content/collecting-sales-tax-over-internet Th...⇄ you,EBTH
Thank you for the opportunity to respond to these concerns.On 4/12 Ms. [redacted] won a bayonet for $57 from EBTH, invoice [redacted]. The item was available for pickup 4/13 from our [redacted] showroom. Because Ms. [redacted] did not check out for the item online and did not attend the pickup, a $10 warehouse...
fee was charged. Her card on file was charged automatically on 4/13 for $71.69, which was the item total, sales tax, and the warehouse fee. Items that are stored in our [redacted] show room are available for pickup for two weeks before we automatically charge and book shipping. We charged Ms. [redacted]’s card because, per our terms and conditions, we have been authorized to collect payment on all winning bids. “In the event that you fail to pick up or designate shipping for your terms in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling fees.”After two weeks, on 4/28, we attempted to automatically charge and book shipping. Shipping on this piece was $24.03. Because Ms. [redacted] had already paid $10 toward a warehouse fee, that was applied to the shipping total and we attempted to charge $14.61. We attempted to charge the original card charged and the other card Ms. [redacted] had on file, but both were declined. At that point, Ms. [redacted] contacted us to let us know that she was dissatisfied that the invoice had been charged. We explained to her that we automatically charge invoices when they are not picked up and that she needed to pay the remaining $14.61 so we could get the shipping process started. She did and we booked the item for shipping. This made her final invoice total $86.30.On 5/18, Ms. [redacted] got in touch with our customer service team to let us know she did not have tracking information on the item. We have spent the last week attempting to locate the item, but we are unable to. Ms. [redacted] has been issued a full refund of $86.30. If we are able to locate this item in our shipping center at a later date, we will charge her card for the item and ship it to her at our expense.Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. Each piece purchased by Mr. [redacted] cost $21.21 to ship. The breakdown of this cost is $9.63 as being charged by the carrier, $8.88 in custom packing charges which include materials and labor cost, and $2.70 in insurance which is typically up to 3% of the final item costs. Mr. [redacted] is accurate in his assessment of our screen shots that a cost of approximately $10 was quoted for most shipping zip codes during bidding. Once the value of the item jumped to above $100, per our terms and conditions, the shipping cost went up. Mr. [redacted] purchased the bracelet for $160. In the screen shot “[redacted] Bracelet Bids,” it can be seen that a bid was placed for $110 at 10:22 pm on 7/29, raising the value above $100. “[redacted] Bracelet Shipping” shows that the first shipping quote generated after this jump in value occurred at 10:54 pm on 7/29 and was for $21.21. Mr. [redacted] purchased the earrings for $114. In the screen shot “[redacted] Earrings Bids,” it can be seen that a bid was placed for $104 at 2:45 pm on 7/30, raising the value above $100. “[redacted] Earrings Shipping” shows that first shipping quote generated after this jump in value occurred at 2:58 pm on 7/30 and was for $21.21.Per our terms and conditions, “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 is the authorization by which Mr. [redacted]’s card was charged on 8/1.We cannot adjust Mr. [redacted]’s invoice. We consider this matter resolved. 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. The business has agreed to refund me for the purchase of the damaged items and has also provided me with a gift card for the previous items that were damaged by their stickers.I spoke with [redacted] and he was very understanding and great to work with. They are lucky to have such a good guy on their team.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a pair of pillows and a group of decorative pieces on 12/14 for $9, invoice B-[redacted]. With shipping and sales tax, his invoice total was $64.32. From the same sale, he also purchased three pieces of furniture for...
$972, invoice B-[redacted], which were available to be picked up locally on 12/18.The items on B-[redacted] were only available to be shipped, so shipping was automatically booked and charged on 12/16 and the pieces were shipped to him on 12/18 and delivered on 12/20. These items had been removed from the property and taken to our central processing facility to be photographed, cataloged, and shipped. They would have only shown a shipping option and Mr. [redacted] would have had to select that option in order to bid on these items. On 12/18, Mr. [redacted] contacted our customer service team about this shipping charge. The customer service representative explained that these items were only available to be shipped and were in transit. Per our terms and conditions, agreed to by Mr. [redacted] prior to creating his account, “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.” It was by this authorization that we charged his card for shipping. In effort to better serve our global community, EBTH has made some changes to our sales model. In many of our markets, including [redacted], most of the small items we sell are removed from the local market and taken to our central processing facility in [redacted] to be cataloged, photographed and shipped. This helps us offer the best shipping price we can on our pieces. Larger items tend to stay in the market for local pickup, as shipping costs can be prohibitively expensive on large items. The [redacted] market has recently transitioned to this model.We understand that this change can be somewhat unexpected for some bidders, especially at the beginning of the transition to this model. As a one time courtesy, we have issued Mr. [redacted] a refund of $50.42, which is his shipping charge. Moving forward, we ask that Mr. [redacted] check every item he bids on to ensure that he is aware of all fulfillment options on the item. We look forward to working with Mr. [redacted] in the future. Thank you for your consideration, EBTH
Mr. [redacted] and another customer had received each other's items. We believed we had resolved this issue with both parties as we didn't hear back after reaching out for resolution.The customer, Mr. [redacted] has been really liked by our staff. He has been quite kind. We have refunded...
almost the total amount of the item and shipping, plus sent a gift card to him as well for helping out with getting items to the proper parties.We have since received the item and our Shiphawk vendor is re-packaging the item and shipping to Mr. [redacted]. We are pleased he gave us the opportunity to make this right.
[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]
To recap briefly [redacted]'s experience, her first purchase was a lot of 5 cordials and one had a crack. She was issued a $2 credit and left behind the broken one, but since the invoice was paid in cash, that credit was applied to her next purchase. On her next purchase, she was unable to attend the pickup date and time. She requested an alternate pickup time the day before the pickup date. She preferred to pickup on Monday the 23rd, and she was offered the time window of 9:00-10:30, which did not work for her. She asked for a time window of 3-5:30, and she was informed that would not be a possibility. Our standard process is to ask that they plan on being there or sending someone on their behalf at this time. She was communicated all of this information prior to the pickup time.We list all pickup dates and times so that our bidders can plan accordingly. After the pickup date, shipping was added to her invoice as well as all other invoices that were not picked up during the scheduled time. We emailed her again on Sunday reminding her that her only availability would be on Monday morning. [redacted] was upset that her card was charged for shipping and said that she was going to dispute the charges with her bank. Our CSR let her know that if she did that, and we were able to work out another time, we would not be able tor refund the shipping with an active dispute. We reminded her of the T&C's that state we need to charge shipping on items not picked up, and that she would be refunded if another option became available.On Monday morning [redacted] asked yet again that we accommodate her on Monday afternoon, and she was told again that was not a possibility. In checking with [redacted] about the current status of her shipment, we're told they are still holding her items for pickup but they are also ready to ship. They can still come up with a pickup date for her and we can still refund her shipping cost, or we can proceed with shipment.
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]---Dear [redacted], I never received the below notification in my account or my spam folder. l would appreciate the complaint being reopened as the comments and actions that ETBH say about me are insulting, demeaning and utterly untrue. I am completely entitled to be provided with the opportunity to address these insults that have been directed at me personally. I never used abusive language and I never screamed at anybody. ETBH are simply making up lies to cover the fact that their staff are rude and incapable of empathy. I will take ETBH to court to make them prove their claims and expose them for the public to see. ETBH bans customers who don't put up with being taken advantage of. I am glad ETBH has now confirmed in writing that their mobile version does not require a fulfilment method to be selected.This is confirmation of what I complained about, ETBH does not tell customers before pur[redacted]s made via mobile devise that they will have to pay for shipping. They actually admit it. If they did it the same way as their website, this whole issue would never have happened.It was their fault, but for whatever crazy reason they just cannot admit it and cannot take ownership. Think about that, they admit it, but do nothing. Have we slipped into the Twilight Zone?? Instead of apologizing for their mistake, they ban the customer for complaining about the screw-up they created! Creating so much ill-will that they must be from Mars if they think this is how you do business in the United States. Of course I have the same IP address as [redacted], we live together. We also have the a joint bank account through [redacted] which gives us each a credit card, one in my name, one in his, that has the same number. Despite this and despite EBTH seeming to think we are some form of conjoined singular organism we are actually separate people, with separate social security numbers, separate personalities, and even separate fingers and toes! I cannot believe the Revdex.com allows this business to continue to operate. How on earth can this be considered fair treatment?Please reopen the complaint.[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.]While I appreciate the gesture of the partial refund toward their error, their response is not an accurate account. As I mentioned I have screen shots on several items including not only this air compressor, but on 3 other sales from same seller as shown in attachments that their quoted estimated bids on items I bid on all showed these discounted rates. Other air compressors, much larger generators which were much heavier all generated quotes from $28, $22, $18 $17 etc etc which generated to my zip code of [redacted] which is in [redacted] Tn outside of [redacted] not [redacted] as business stated. Further, their own documents proves by the time posted, that their system generated the new quote of $198 not before the bidding, but was generated at 10:42pm after the purchase. Another words my bidding for the item was based on quotes received and documented on interested items during 3 sales over a two week period which all generated these low shipping quotes.My contention is the business can not all of a sudden state, that this one instance we had a glitch that was a prior cache issue. This was a continued practice that lasted not during 1 item in one sale but for every item I checked prior to the sale for 3 different sales. Ad I mentioned, I was an aggressive bidder during 3 sales on multiple items including 7000 watt duel fuel generators and other air compressors and they were all based on the shipping bids as generated by their system before bidding.Further during the first sale I won two different air nailing guns which gave me quotes which were reasonable, then after my win, the system was unable to check me out just like on the last sale, and I called customer service who checked me out with the same shipping for both items as the system generated.I still contend this practice is either a bait and switch ploy or was a grevious programming error that was not only corrected after the first sale, but continued during the next two sales in successive weeks.There is not much I can do, but be assured, I would have never bid on an item if I would have known prior to my bidding that the quote that the system listed could be as much as 10 times what it showed. Not a one time glitch but on item after item.I at least want my side of the story listed so that consumers be aware, that the system in my case during 3 different sales generated grossly under estimated shipping quotes and then after bidding and finally winning the item, the system generated their real shipping cost over 10 times as much. Then the quote is re-estimated from my original complaint from 198 to 142. Then I had an email from Asley that offered to cut the cost in half which I still felt was not fair considering the gravity of the disputed numbers and now after the complaint is filed an arbitrary number of $67.92 is pulled from the air to refund. Customer be aware, that the shipping of an item may be several times more than the value of the item you won via the bidding process and you will be drafted electronically the money to pay for the new rate in addition to the cost of your bid. Save your money and go directly to the retail distributor and pay full price, plus give the sales person a 25% tip and tell them to invest it in their personal 401 and you will still not have spent as much money! If EBTH wants to charge high shipping prices that is their right. I am all for free enterprising business. Just be upfront with the estimated costs before the bid and dont have the system change the bid after the bidding has ended when the person had won. Further don't mistate that the system required you to validate the price of shipping before placing the bid. The system did not do that in my case. The system you designed listed an estimated cost to my zip and evertime you would push the update shipping cost the system listed that rate.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] did bring to our attention that we had included photographs that were not part of the chair photos. This can sometimes happen and we appreciated her alerting us to this. We checked with the project manager in Boston with whom Ms. [redacted] interacted when she picked up her chair. He told us that, where appropriate, the market in Boston does put pet disclaimers. The disclaimer was not necessary in this case because the pet hair is clearly visible in the item photographs available to Ms. [redacted] prior to bidding. He also clarified that the Boston market does not typically include the disclaimer regarding cleaning because they do not sell items so dirty they need to be cleaned. They did not feel the chair Ms. [redacted] purchased was unusually dirty for an as-is item and opted to sell it. At no point did he claim that adding such disclaimers was against company policy. While we do occasionally include disclaimers about pet hair or cleaning on item descriptions, these are included as a courtesy and are left to the discretion of the team who catalogs the piece. Typically, these are included in cases where photographs are not able to clearly depict the extent of wear, stain, or damage. Such disclaimers are subjective and, therefore, not standard protocol for inclusion. Ms. [redacted] included several photographs, including the photos from our website, in her claim. We have attached, for the sake of clarity, four of the photographs used in the original item listing. In the photos, you can see the wear and holes to the side, the staining on the front lower left corner of the piece, and staining along the left side. We carefully examined the photographs in comparison to hers and we saw these stains. Ms. [redacted] accuses EBTH of manipulating photographs to hide damage. This is not the case. EBTH photographers are instructed to capture all damage to an item and it is our position that this was done in this case. The chair was professionally lit during the photography process, which does brighten the whole piece, but it does not have any effect on the flaws in the piece. Per our terms and conditions, “All items are sold ‘as is’ and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touch-up or repairs prior to use and the available information about these items may be limited. EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the description. EBTH will provide descriptions based on its assessment of an item. However, you should not assume that our assessment of condition will be the same as your assessment. It is your responsibility to read and review all descriptions and images of an item before bidding.”We did not libel Ms. [redacted] in any way, we simply cannot speak to when the larger stains she photographed occurred. They were not present on the piece at the time of the pickup. If Ms. [redacted] feels an item is misrepresented it is her right to raise her concerns. We have concluded that the chair was not misrepresented. We are unable to refund the chair. We came to the decision that the chair was represented accurately after careful consideration and evaluation, as well as thorough investigation. In her interactions with our customer service team, Ms. [redacted] refused to engage in a civil discourse and allow our customer service team members to answer her questions. Instead, she repeatedly yelled over them when they started speaking, resulting in our team disconnecting her calls. Ms. [redacted] made it clear over the course of her interactions with us that she is unwilling to use EBTH within the parameters set forth by the terms and conditions which she agreed to prior to placing her first bid. As a result of this unwillingness and behavior towards our staff over the phone and in person, we have decided to discontinue our business relationship with her and we have permanently suspended her account. An account suspension will prevent a user from accessing their account information.We consider this matter resolved.Thank you for your consideration,EBTH
Thank you for the opportunity to respond.There are currently two types of shipping with EBTH. Shipping through a third party vendor occurs when items are being shipped directly from an estate and those costs can be combined. Shipping directly through EBTH occurs when items are processed at our...
facility in [redacted], ** and packed at the time of photography. Those costs cannot be combined. When Lori reached out to our customer service team in June regarding combining shipping costs, the [redacted] model was still in its infancy and, at that time, the information was correct. In the months since that contact, the information has changed. Since this particular auction shipped from our [redacted] warehouse facility, there was no indication that the items from this auction could be combined. We allow our customers to review shipping prices prior to bidding. Thank you.