We continue to attempt to refund [redacted] but the dispute appears to still be active with her bank. When the dispute is resolved, we would be more than happy to move forward with the refund. Attached are screenshots of the dispute status from our credit card processor, as well as the failure to refund notice on the invoice showing the refund was attempted today; it failed because the dispute is active.
[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]
Hello [redacted]We tried to contact you by phone today, but wanted to contact you about your concern. With the sale you are referring to, we were testing a system where we shipped from Cincinnati at a discounted rate to our customers. The challenge with some homes in Southwest Florida is...
that many of the homes we work in are gated communities. In this case, we were not allowed public pickup, so we shipped the items up to headquarters to distribute. The website, as you mentioned, listed it in Southwest Florida and Cincinnati, but on the main page and the shipping page, both stated that all items from this sale would be available to ship only. Also, when the bidding page came up, it stated pickup was not an option. If you would like, I'd be willing to split the shipping cost with you and give you a $25 gift card to shop with us again. We would like you to enjoy your experience with us.Thank you for your feedback. I look forward to hearing from 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. I am hoping they at least refund the shipping I paid for..
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Ms. [redacted] experience was a mistake on our part. At the time of EBTH’s receipt of this complaint, Ms. [redacted] had been called back by our escalations team. She has worked with that team over the last several days to come to a...
resolution. We have expedited the delivery and it will be to Ms. [redacted] by April 2. Ms. [redacted] has only been charged for the item, less the $20 new user coupon. We would like to extend our sincere apologies to Ms. [redacted] for this experience. We appreciate her working with us to find a resolution. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Now for the first time, EBTH has acknowledged that they have neither shipped the items nor have they offered alternative opportunities to collect them at the warehouse. At no time has EBTH reached out to me to reschedule the pickup in the last several weeks since charging my credit card. This contradicts the claim that the items are waiting for me to collect them at the warehouse.They also acknowledge that they have charged my card for shipping charges without actually having prepared the shipment or shipped the items.This is a FULL ADMISSION that they have charged my card for services that they have not provided, and that they have both lied to me and have misled me. How many other consumers have suffered the same poor, unethical treatment from EBTH?!But for the Revdex.com complaint they would not even have made these admissions, and I truly appreciate Revdex.com support and efforts to reverse the charges!I have neither received the goods nor have they even been prepared for shipment. Now a full month has passed and I again ask that EBTH undertake the following actions:1. Apologize in writing for the above actions.2. Refund in full the charges made on my credit card.3. Commit to never charging my credit card again in the future (my EBTH account has been shut down.)Seeing as EBTH has now acknowledge that it has not prepared the items for shipment or shipped the items I am also now going to institute a complaint with [redacted] – if it is not too late – to contest the charges.So either EBTH can address the issue proactively by reversing the charges or they can deal with [redacted].
Regards,
[redacted]
Shipping of $14.02 was reimbursed on 10/9 as requested. We are sorry for the delay, but [redacted] is a shipping vendor. They do not have authority to grant refunds on our company's behalf. But since it was their challenge and their discussion with you, we will pursue them. Please let us know if we can be of further assistance.The EBTH Team
Hello:We have tracked down the customer who is believed to have the painting. He contacted us yesterday and stated he will see if he has it when he gets home. We have been trying to contact this customer with our first response yesterday. While we want to match her with her item, we have...
offered to give a full refund and offered back shipping. We will have a manager contact her once we hear back from the customer.EBTH
[redacted],We sincerely apologize for the miscommunication regarding your shipment. Our Logistics Manager is monitoring your shipment himself to ensure this gets corrected. As he probably explained we and our shipping partners made a mistake once the shipment changed from a ground to freight...
shipment. The change in designation caused it to be missed in our systems. Our customer service team refunded your freight and we are shipping it free of cost. Please do not let this reflect on relationship as we are continually working to improve our non-traditional logistics function. Thanks for the feedback and bidding with EBTH!The EBTH Team
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 this day, I have not received the rug from the company. I'd like a full refund.
Regards,
[redacted]
Thank you for the opportunity to reply to your concerns.EBTH did email [redacted] for the following reasons: The first email about these items was to tell her that she won the auction. She would have received another email telling her when it was time to check out and then reminding her to check out if she did not do so. From there, [redacted] was emailed 5 times for credit card decline notices, twice for payment confirmation, and one forfeiture notification. [redacted] was made aware that her items would be forfeited on June 8th and that she had until June 11th to make arrangements for The first contact EBTH had from [redacted] after the forfeiture email was on June 17th, when she emailed EBTH to ask about the status of her items. Per our email, by this time, her items had been forfeited. Per our terms and conditions, "The failure to receive a notification of a winning bid does not relieve you from your contractual obligations as the winning bidder." This verbiage has been taken directly from our terms and conditions, which [redacted] agreed to prior to bidding on EBTH.Because of the many attempts to reach out to [redacted], we do feel we have done our due diligence and cannot issue a full refund. We would, however, still like to offer [redacted] a $25 gift card for a future purchase.
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. Mr. [redacted] purchased two...
sets of coins from a sale in Charlotte, NC on 2/5 for $472. The sales tax he has been charged is $30.51. We cannot waive this tax. When EBTH establishes a market in a state, we do so in such a way that conforms to all laws and regulations pertaining to estate sales and auctions. Additionally, when we have a physical presence in a state, customers purchasing in that state must conform to the laws and regulations pertaining to estate sales and auctions. Per our terms and conditions, “All sales are subject to appropriate state sales and use tax laws.” In this instance, Mr. [redacted] is located in North Carolina. We have a physical presence in Charlotte, North Carolina, which means that Mr. [redacted] has to pay the sales tax on his items. Waiving the sales tax for Mr. [redacted] would mean breaking the law. He is required to pay $30.51 in sales tax for his item. Thank you for your consideration, EBTH
Hello,[redacted] and I had a pleasant conversation. We have not charged her card, so there was no dispute there. Also, we wish for her to enjoy her experience with us and sent her a gift card to shop with us again. Enjoyed my conversation with her.EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a pair of glass serving dishes and an offset lithograph shadowbox illustration for $4 on 10/13, invoice B-[redacted]. This invoice was available to be picked up at our [redacted] Distribution Center on 10/19....
When Ms. [redacted] did not pick the items up, they were held for three weeks until 11/9, when she was automatically charged $43.07 for shipping and the shipping was booked. Ms. [redacted] called and spoke to our customer service team on 11/9 to express her frustration at this charge. She said that she lived close to the distribution center, that she was not happy with the $43.07 shipping charge, and that she had forgotten about the items she won. The customer service representative explained that when items are not picked up, they are automatically charged out. Ms. [redacted] asked to speak to a supervisor, who explained the same thing. When customers are scheduled to pick items up but fail to do so, those items are held for a short period of time and, if the customer does not get in touch with the EBTH staff, they are automatically shipped as long as the shipping is under $175. In this instance, Ms. [redacted]’s items were held for three weeks before she was charged for shipping. We ask that all EBTH customers remain aware of their winnings using the EBTH website. At this point, we are unable to refund the shipping cost. That said, when we investigated the items on Ms. [redacted]’s invoices, we determined that the glass serving dishes had been delivered to Ms. [redacted] but the offset lithograph is unable to be located. Since we do not keep funds for items we are unable to deliver, we have refunded Ms. [redacted] $22.83, which is the total cost of the item and shipping for that piece. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this company has no desire to provide good customer service. I will pick up the lesser quality rug on their website, close my account and let everyone I know that this company is a sham. Revdex.com get ready the complaints will escalate as this company feels they can do what they want and get away with it!
Regards,
[redacted]
Revdex.com: I did receive my item yesterday evening. I...
although had asked many times to receive a call from management, that never happened. My item however is delivered and I believe the issue now resolved.
in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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.]You are not abiding by the law you are commiting fraud in collecting tax that is not due. It must be nice to pocket an extra 3% now that this has been brought to your attention. You could at least research this on your own. Check with [redacted] on wether they would collect city tax at that address? Or [redacted]? Or [redacted]? We NEVER pay city tax on any delivery, because We are not in the city! Yet you collected City tax from everyone who picked up at the auction address. This means people over paid, sometimes by hundreds of dollars. Does this not bother you at all. To me it is theft pure and simple, and now add fraud on because you have been informed that this address is not in the city limits and have not corrected the error. Or maybe it was purposful?
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I do accept Everything But The House monetary response but they have not responded to the other concerns/comments/complaints I addressed to them in my last response. My main concern/complaint that was not responded to was how a whole lot of multiple items disappeared into thin air. A reputable company would respond by saying that they would look into what happened and make sure this doesn’t happen to others like the two for this one sale alone. Also they did not respond to my concern/complaint about the possibility of employee misconduct with items since they are in charge of the items; the miscommunication in the company to lose a whole lot of someone’s items entirely. Or the concern/complaint about my lot of items being available on the pickup date, had I been able to pick them up.If this was a reputable company, they would take my concerns about how things were shipped, the way employees treat items to not lose them, and respond with something like “thank you for bringing these issues to our attention and we will look into making our company better”; but they barely have addressed anything other than issuing a refund. I will make sure to tell everyone I know NOT to ever do any kind of business with this company and I will NOT be doing any kind of business with this company again! Yes they addressed my comment about another person’s item being missing as well and appearing on local news. In that story the complainant said that the refund was not the resolution, but missing item was, so I don’t know how that issue was resolved. Like that other complainant, I would more than love to have my items but I also do not want to be out the money for the items I thought I would be getting. Items don’t just disappear into thin air, especially my lot that had about 10 items in it!!
Thank you for the opportunity to respond to these concerns. Ms. [redacted]’s jewelry has shipped via UPS, tracking number [redacted].Per the terms and conditions, “EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal and...
payment date. When you win an item, any shipping times we provide are estimates only and actual delivery dates may vary.” In this instance, the item shipped on the thirteenth business day. Because we are still in the parameters of our terms, per the “reasonable efforts clause,” Ms. [redacted] is responsible for receipt and payment of her items. We did not ignore any of Ms. [redacted]’s emails. We were working to find information and answers for her and did not have those immediately. Thank you for your consideration,EBTH
We continue to attempt to refund [redacted] but the dispute appears to still be active with her bank. When the dispute is resolved, we would be more than happy to move forward with the refund. Attached are screenshots of the dispute status from our credit card processor, as well as the failure to refund notice on the invoice showing the refund was attempted today; it failed because the dispute is active.
[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]
Hello [redacted]We tried to contact you by phone today, but wanted to contact you about your concern. With the sale you are referring to, we were testing a system where we shipped from Cincinnati at a discounted rate to our customers. The challenge with some homes in Southwest Florida is...
that many of the homes we work in are gated communities. In this case, we were not allowed public pickup, so we shipped the items up to headquarters to distribute. The website, as you mentioned, listed it in Southwest Florida and Cincinnati, but on the main page and the shipping page, both stated that all items from this sale would be available to ship only. Also, when the bidding page came up, it stated pickup was not an option. If you would like, I'd be willing to split the shipping cost with you and give you a $25 gift card to shop with us again. We would like you to enjoy your experience with us.Thank you for your feedback. I look forward to hearing from 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. I am hoping they at least refund the shipping I paid for..
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Ms. [redacted] experience was a mistake on our part. At the time of EBTH’s receipt of this complaint, Ms. [redacted] had been called back by our escalations team. She has worked with that team over the last several days to come to a...
resolution. We have expedited the delivery and it will be to Ms. [redacted] by April 2. Ms. [redacted] has only been charged for the item, less the $20 new user coupon. We would like to extend our sincere apologies to Ms. [redacted] for this experience. We appreciate her working with us to find a resolution. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Now for the first time, EBTH has acknowledged that they have neither shipped the items nor have they offered alternative opportunities to collect them at the warehouse. At no time has EBTH reached out to me to reschedule the pickup in the last several weeks since charging my credit card. This contradicts the claim that the items are waiting for me to collect them at the warehouse.They also acknowledge that they have charged my card for shipping charges without actually having prepared the shipment or shipped the items.This is a FULL ADMISSION that they have charged my card for services that they have not provided, and that they have both lied to me and have misled me. How many other consumers have suffered the same poor, unethical treatment from EBTH?!But for the Revdex.com complaint they would not even have made these admissions, and I truly appreciate Revdex.com support and efforts to reverse the charges!I have neither received the goods nor have they even been prepared for shipment. Now a full month has passed and I again ask that EBTH undertake the following actions:1. Apologize in writing for the above actions.2. Refund in full the charges made on my credit card.3. Commit to never charging my credit card again in the future (my EBTH account has been shut down.)Seeing as EBTH has now acknowledge that it has not prepared the items for shipment or shipped the items I am also now going to institute a complaint with [redacted] – if it is not too late – to contest the charges.So either EBTH can address the issue proactively by reversing the charges or they can deal with [redacted].
Regards,
[redacted]
Shipping of $14.02 was reimbursed on 10/9 as requested. We are sorry for the delay, but [redacted] is a shipping vendor. They do not have authority to grant refunds on our company's behalf. But since it was their challenge and their discussion with you, we will pursue them. Please let us know if we can be of further assistance.The EBTH Team
Hello:We have tracked down the customer who is believed to have the painting. He contacted us yesterday and stated he will see if he has it when he gets home. We have been trying to contact this customer with our first response yesterday. While we want to match her with her item, we have...
offered to give a full refund and offered back shipping. We will have a manager contact her once we hear back from the customer.EBTH
[redacted],We sincerely apologize for the miscommunication regarding your shipment. Our Logistics Manager is monitoring your shipment himself to ensure this gets corrected. As he probably explained we and our shipping partners made a mistake once the shipment changed from a ground to freight...
shipment. The change in designation caused it to be missed in our systems. Our customer service team refunded your freight and we are shipping it free of cost. Please do not let this reflect on relationship as we are continually working to improve our non-traditional logistics function. Thanks for the feedback and bidding with EBTH!The EBTH Team
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 this day, I have not received the rug from the company. I'd like a full refund.
Regards,
[redacted]
Thank you for the opportunity to reply to your concerns.EBTH did email [redacted] for the following reasons: The first email about these items was to tell her that she won the auction. She would have received another email telling her when it was time to check out and then reminding her to check out if she did not do so. From there, [redacted] was emailed 5 times for credit card decline notices, twice for payment confirmation, and one forfeiture notification. [redacted] was made aware that her items would be forfeited on June 8th and that she had until June 11th to make arrangements for The first contact EBTH had from [redacted] after the forfeiture email was on June 17th, when she emailed EBTH to ask about the status of her items. Per our email, by this time, her items had been forfeited. Per our terms and conditions, "The failure to receive a notification of a winning bid does not relieve you from your contractual obligations as the winning bidder." This verbiage has been taken directly from our terms and conditions, which [redacted] agreed to prior to bidding on EBTH.Because of the many attempts to reach out to [redacted], we do feel we have done our due diligence and cannot issue a full refund. We would, however, still like to offer [redacted] a $25 gift card for a future purchase.
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. Mr. [redacted] purchased two...
sets of coins from a sale in Charlotte, NC on 2/5 for $472. The sales tax he has been charged is $30.51. We cannot waive this tax. When EBTH establishes a market in a state, we do so in such a way that conforms to all laws and regulations pertaining to estate sales and auctions. Additionally, when we have a physical presence in a state, customers purchasing in that state must conform to the laws and regulations pertaining to estate sales and auctions. Per our terms and conditions, “All sales are subject to appropriate state sales and use tax laws.” In this instance, Mr. [redacted] is located in North Carolina. We have a physical presence in Charlotte, North Carolina, which means that Mr. [redacted] has to pay the sales tax on his items. Waiving the sales tax for Mr. [redacted] would mean breaking the law. He is required to pay $30.51 in sales tax for his item. Thank you for your consideration, EBTH
Hello,[redacted] and I had a pleasant conversation. We have not charged her card, so there was no dispute there. Also, we wish for her to enjoy her experience with us and sent her a gift card to shop with us again. Enjoyed my conversation with her.EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a pair of glass serving dishes and an offset lithograph shadowbox illustration for $4 on 10/13, invoice B-[redacted]. This invoice was available to be picked up at our [redacted] Distribution Center on 10/19....
When Ms. [redacted] did not pick the items up, they were held for three weeks until 11/9, when she was automatically charged $43.07 for shipping and the shipping was booked. Ms. [redacted] called and spoke to our customer service team on 11/9 to express her frustration at this charge. She said that she lived close to the distribution center, that she was not happy with the $43.07 shipping charge, and that she had forgotten about the items she won. The customer service representative explained that when items are not picked up, they are automatically charged out. Ms. [redacted] asked to speak to a supervisor, who explained the same thing. When customers are scheduled to pick items up but fail to do so, those items are held for a short period of time and, if the customer does not get in touch with the EBTH staff, they are automatically shipped as long as the shipping is under $175. In this instance, Ms. [redacted]’s items were held for three weeks before she was charged for shipping. We ask that all EBTH customers remain aware of their winnings using the EBTH website. At this point, we are unable to refund the shipping cost. That said, when we investigated the items on Ms. [redacted]’s invoices, we determined that the glass serving dishes had been delivered to Ms. [redacted] but the offset lithograph is unable to be located. Since we do not keep funds for items we are unable to deliver, we have refunded Ms. [redacted] $22.83, which is the total cost of the item and shipping for that piece. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this company has no desire to provide good customer service. I will pick up the lesser quality rug on their website, close my account and let everyone I know that this company is a sham. Revdex.com get ready the complaints will escalate as this company feels they can do what they want and get away with it!
Regards,
[redacted]
Revdex.com: I did receive my item yesterday evening. I...
although had asked many times to receive a call from management, that never happened. My item however is delivered and I believe the issue now resolved.
in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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.]You are not abiding by the law you are commiting fraud in collecting tax that is not due. It must be nice to pocket an extra 3% now that this has been brought to your attention. You could at least research this on your own. Check with [redacted] on wether they would collect city tax at that address? Or [redacted]? Or [redacted]? We NEVER pay city tax on any delivery, because We are not in the city! Yet you collected City tax from everyone who picked up at the auction address. This means people over paid, sometimes by hundreds of dollars. Does this not bother you at all. To me it is theft pure and simple, and now add fraud on because you have been informed that this address is not in the city limits and have not corrected the error. Or maybe it was purposful?
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I do accept Everything But The House monetary response but they have not responded to the other concerns/comments/complaints I addressed to them in my last response. My main concern/complaint that was not responded to was how a whole lot of multiple items disappeared into thin air. A reputable company would respond by saying that they would look into what happened and make sure this doesn’t happen to others like the two for this one sale alone. Also they did not respond to my concern/complaint about the possibility of employee misconduct with items since they are in charge of the items; the miscommunication in the company to lose a whole lot of someone’s items entirely. Or the concern/complaint about my lot of items being available on the pickup date, had I been able to pick them up.If this was a reputable company, they would take my concerns about how things were shipped, the way employees treat items to not lose them, and respond with something like “thank you for bringing these issues to our attention and we will look into making our company better”; but they barely have addressed anything other than issuing a refund. I will make sure to tell everyone I know NOT to ever do any kind of business with this company and I will NOT be doing any kind of business with this company again! Yes they addressed my comment about another person’s item being missing as well and appearing on local news. In that story the complainant said that the refund was not the resolution, but missing item was, so I don’t know how that issue was resolved. Like that other complainant, I would more than love to have my items but I also do not want to be out the money for the items I thought I would be getting. Items don’t just disappear into thin air, especially my lot that had about 10 items in it!!
Thank you for the opportunity to respond to these concerns. Ms. [redacted]’s jewelry has shipped via UPS, tracking number [redacted].Per the terms and conditions, “EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal and...
payment date. When you win an item, any shipping times we provide are estimates only and actual delivery dates may vary.” In this instance, the item shipped on the thirteenth business day. Because we are still in the parameters of our terms, per the “reasonable efforts clause,” Ms. [redacted] is responsible for receipt and payment of her items. We did not ignore any of Ms. [redacted]’s emails. We were working to find information and answers for her and did not have those immediately. Thank you for your consideration,EBTH