Thank you for the opportunity to further respond to these concerns. Per our terms and conditions, “Your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTH. If you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.” Additionally, they state that “EBTH will use reasonable efforts to ship the Consigned Items within ten (10) business days after the scheduled sale removal and payment date.”Ms. [redacted]’s items shipped on 8/10, which was 13 business days from the scheduled payment date. This is within our reasonable efforts clause. Ms. [redacted] received a refund of $11.73, which was just more than half of her shipping cost, as a courtesy for the slight delay. They were delivered to Ms. [redacted] on 8/11. We consider this matter resolved. EBTH
We spoke with both our editing and customer service teams to thoroughly address your complaint. Our goal as a company is for every one of our bidders/sellers to be “Raving Fans” of our entire process and the level of service they receive. EBTH takes great lengths to ensure that our...
buyers feel confident in every purchase they make and invest time and energy to truly representing our sellers items in an authentic way.Please bring the item back to our [redacted] location for a refund. Our Customer service team will refund your invoice amount due to a possible misrepresentation of the item. We stand behind what we do and this is would not be a representation of the work we expect from our teams. The appropriate measures will be taken to follow up with our teams about the authentication process going forward to ensure we are producing the best output possible.The EBTH Team
[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]---I had filed a complaint against EBTH on January 26th. Since then they have reached out to me and we have resolved the issue and I wanted to make sure to notify you of this.
Tell us why here...Mr. [redacted] has now made himself available after many attempts to discuss the problem with him. All the customer service tickets referenced that my concerns were assigned to him although he was never available to accept phone calls. There is a history on Revdex.com about poor customer service. I never said the shipping charge was unacceptable, I asked why 1 painting that I won had shipping charges that were only $37, far less than $169. There is still no shipping or tracking information for the painting in question for $169 shipping cost. No mention was made about "home delivery". Unfortunately a real explanation cannot be given as to how it is possible to bid a minimum and maximum bid at the same time. There is a significant commission involved here that Mr. [redacted] is concerned about. Once again, why would I change a MAXIMUM bid after viewing it for 5 days when the whole purpose of bidding a MAXIMUM bid is so I would not have to monitor the bidding during that time. Marc, the customer service manage, did email back a reply to my email after Ms [redacted], the cofounder who received a copy, told him to call her asap! I have that email which can be provided if necessary. Please review the [redacted] website for reviews by EBTH employees to substantiate my complaint. I feel my request for restitution is very fair.
[redacted],We are more than happy to resolve the issue for you. We would just like to resolve the shipping with you. We are happy to cover the shipping, but you have de-activated your account. If you could re-instate this and inform us if the claim to your bank has stopped, we will be happy to resolve the shipping matter. If the claim is still in place, we can't ship the item as the initial item will not have been paid for. We still have no records of any contact by phone or email to our customer service center. Can you please let us know how you are contacting us? We answer, on average, in under a minute all day. Thank you. EBTH
According to their policy, if the only option one chooses is pickup, which is what I chose, and the items haven't been picked up within 7 day, then the items are considered forfeited, according to their policy. It is still my responsibility to pay for them. So why were they sent? Second, they are only wanting to credit me with $23.11. One item seems to have disappeared (?). I did not authorize anyone to send the items and charge me $43.07, PERIOD.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the opportunity to respond your concerns. The $30 warehouse pickup fee is charged in instances when we cannot be in a seller’s home for a sale. In these cases, we remove the items from the property and store them at a local storage facility. The fee is charged to help cover the...
cost of removal from the home and storage at the facility, not unlike a shipping and handling charge, and is notated on the item page prior to bidding. Additionally, when an item is donated, there is a disposal fee that is charged, per our terms and conditions. When Ms. [redacted] spoke with customer service, she was unfortunately not told about the disposal fee, which was $10 in this case. Because of this, we have refunded the $10. We offer our sincere apologies for not providing Ms. [redacted] with all the information needed. Thanks for your consideration,EBTH
Thank you for the opportunity to respond to these concerns.Mr. [redacted] gave four Coach handbags to EBTH to sell in consignment, along with several other items in the second half of 2016. In October 2016, he worked with our consignment team to address the issue of these bags. Based on the...
description provided to us, we were not able to locate the handbags when Mr. [redacted] brought to our attention that they had not been sold. We do not think the bags were stolen.On October 14, a member of our consignment team sent Mr. [redacted] an offer of $300 in compensation for the three handbags. This was based on comparable items sold on EBTH. Mr. [redacted] refused this offer. The member of our consignment team forwarded him to our market general manager, who called Mr. [redacted] but never heard back. Typically, contemporary Coach handbags sell on EBTH for an average of $75-$100. Coach, as a designer, as lost popularity in the last several years and, therefore, modern pieces do not sell for much more than that. When an item goes missing, we are restricted in the compensation we can offer by the selling price of other comparable items on EBTH. In this instance, Mr. [redacted] was offered $300, which is $75 per handbag. This compensation is for the entire potential selling price of the bag and does not include the 35% commission we would typically charge. We are wiling to offer Mr. [redacted] a cash compensation of $400 for the four bags, a total of $100 per bag. This is the most we can offer Mr. [redacted] as the resale market is not as strong as the retail market. Additionally, if Mr. [redacted] would like, the general manager will call him to finalize these details.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.EBTH's response is not accurate. When an item is listed for auction a buyer has the option to request a shipping cost, provided by EBTH. I gave the California address and a quote was given as $28 and some change. EBTH has record of this quote as confirmed by Ashely via phone. I ask that EBTH honor this initial quote. I agreed to buy an item for $45 and some change not $99. That's a significant difference. The bidding closed the evening of July 31 and my card was charged during the early morning of Aug 2. That's barely a day to complete the purchase. I have a history of always paying for winning bids and do not believe having my card charged prematurely and an item sent to an address I didn't even request a quote for is honest or fair business practice. I agreed to pay the change fee of $13.40 even though I believed EBTH to be at fault for the change--if they hadn't charged my card and allowed me to check out the correct address would've been provided. The additional fee that brought charges to over $99 should have been approved as that was not the amount I agreed to pay for the item. I still agree to pay what was originally quote to me $46 (rounding up) and the change fee of $13.40 but the addition fee was never agreed to and still is not. If that is the final charge I cannot afford to purchase this item. Thank you
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns.Ms. [redacted] purchased a rug for $60 on 5/29, invoice B-[redacted]. On 6/5 she reached out to our customer service team to let us know that the piece has a strong pet odor and she would like to return it. It was not listed as having an odor,...
so the customer service representative with whom she worked had to reach out to the team who worked with the piece. This took a few days and on 6/8, simultaneous with EBTH’s receipt of this Revdex.com filing, the customer service representative informed Ms. [redacted] that we would be able to facilitate a refund and that she would simply need to bring the rug back to her local warehouse in Nashville. When Ms. [redacted]’s schedule conflicted with our team in Nashville’s, the project manager in the market decided that Ms. [redacted] did not have to bring the rug back so she wouldn’t have to wait on the refund. On 6/11, a refund of $65.55 was issued for the rug. Thank you for your consideration,EBTH
As a business, we are required to pay tax for goods and services. Our tax software bases the tax on the address of the shipment. In this case, it's broken out into different tax jurisdictions; [redacted], [redacted] and [redacted]. We are abiding by the tax code of the service area....
While we all wish we could avoid tax, we have to charge what is mandated. Think, at least it goes towards your area for schools, police, fire and other services. We appreciate you buying with us and hope you shop with us again!
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a children’s coat and hat rack on 7/30 for $2, invoice B-[redacted]. It was available for pickup at our Blue Ash, OH location on 8/3. With sales tax, her final total was $2.14.Ms. [redacted] attended the pickup on 8/3...
and had to wait for a considerable amount of time before she was turned away, with the staff at our Blue Ash location unable to locate the piece. We regret that this was her experience. The staff at our Blue Ash location has located the coat and hat rack. We have refunded Ms. [redacted] $2.14 for the piece, but it is available to be picked up at this location. We know Ms. [redacted] lives rather far from the Blue Ash location, so, if she decides to pick the piece up, we will email her from [redacted] to arrange a time and hold it until that scheduled date. We have also sent her a gift card for $50 for use on a future purchase. We work hard to make sure that the EBTH experience is the best that it can be. We are disappointed that Ms. [redacted]’s experience was not up to the EBTH standard and we would like to offer our sincere apologies to her. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. On 1/21, Ms. [redacted] purchased a concrete planter from us for $36 on invoice [redacted]. It was lost, so we refunded $36 in total. On 12/11, Ms. [redacted] purchased a crystal figurine for $460 on invoice [redacted], along with another item....
The figurine did not arrive with the other piece and we determined that it had also been lost. We issued Ms. [redacted] at total refund of $506.81, which included the item, the tax, and half of the shipping cost. On 12/30, Ms. [redacted] purchased a [redacted] from a sale in [redacted] for $14,600. We do not typically charge tax on cars, as tax is paid by the buyer when the car is registered to their name, but we mistakenly did charge a 6% sales tax on this car. Ms. [redacted] paid this invoice with a wire transfer, so we requested a refund check of $876 be sent to her on 2/2. It can take up to two weeks for these requests to be processed, so she will receive a check soon. We are working hard to improve both our shipping process and cost. We know this will improve the buyer’s experience. Unfortunately, Ms. [redacted] has experienced several missteps in our shipping process. In each instance we have worked with her to provide a refund, either full or partial, depending on the invoice. There are some pieces on she is working with our shipping department on to receive refunds to cover repair costs to items. When a customer experiences a problem, such as a lost item, mischarged tax, or a damaged item, our best course of action is to work with the customer to refund the appropriate amount of money. We would not expect a customer to pay for an item they did not receive and we work hard to come to the best solution for damaged items. Thank you for the opportunity to respond to these concerns,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
So now I am being told that my rings will not be returned? After multiple employees, including the sales rep that handled my items and her General Manager, have told me that EBTH was returning my rings and even told me the rings had already been shipped back to me. Your company clearly cannot even keep up with their own lies. The contract states that if the items are "unsellable" then they will not be returned, but your company cannot change its mind on what is and is not acceptable from each single customer. It is obvious that what you claim EBTH does not sale, they actually do sell, and if you are trying to phase loose gemstones and now apparently gold ring mountings out of what the company sells, then why do you continue to add them to your site. Again, it is obvious that these rules only apply to me and no one else, or your company would not continue to allow these types of items to be sold. If you can sell someone else's loose stones and gold/platinum rings, then you can sell mine. It seems to me these matters are just going to have to be handled by legal means.
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, yet. I have responded to their message and have made the request that a photo claim be processed and a full refund be issued while they work with their shipper to resolve the claim. At this time, I have yet to hear back from EBTH regarding my request and will wait to hear back from them. I would ask that they work one-on-one with their shipper and issue the refund to me. I do not feel that I should be punished and forced to wait during the claims process when the only people who need to be involved are EBTH + UPS.I am still seeking a full refund in the amount of $497.96 USD.
Regards,
[redacted]
[redacted]We have reviewed this concern. Your account was listed under another person's name, so this was causing some of the confusion. I have spoken with the General Manager in Columbus and he stated what you said is accurate. Our team has requested a check to be sent to you....
We will make sure this is remedied. Thank you.[redacted]EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] ---This issue went from worse to worse.We have no resolution nor does [redacted]. And heaven forbid an apology.1. We have, despite over half a dozen messages sent to EBTH since contacting Revdex.com, even received so much as the courtesy of a reply.2. Additionally, and more significantly, when last we were told, which was earlier this week, [redacted] has also never heard from anyone at EBTH and the package for which EBTH insisted - repeatedly and so adamantly - pickup be arranged remains at their facility and NO ONE from EBTH or anywhere has ever contacted them for pick up, or for anything in fact.3. The sole contact that has been made (presumably??) by EBTH came in the form of a late Friday night phone call from a number in Mason, Ohio to our cell phone. No message was left. No emails.We looked it up and it was not among the phone numbers listed for the company but the location is about 30 miles from their offices. (???)If this is what they consider contacting a customer the rest in understandable.Could Revdex.com possibly find out from EBTH the source of that call? And why call so late and not even leave a message? Friday, February 17, 2017. 8:29 pm. ###-###-####. Mason, OHMaybe the company has figured out that if you just ignore an issue it will go away. This hasn't. Aside from the snarky emails from Kelly W every aspect of this matter that was an issue when we first contacted Revdex.com remains. The investment of our time in this for a purchase at the beginning of January has been ridiculous.Thank you for your email. But to be absolutely clear, this matter remains not just unresolved but unresponded to. And if you need copies of all the attempts we have made asking them to simply contact us, let us know. We have written multiple times.As well, the manager and other personnel at [redacted] will back us up as to the facts. (And should they now give the package back to us?)Nothing has changed.
Thank you for the opportunity to respond to these concerns. Ms. [redacted] consigned 6 items with EBTH on 6/9/17. As is standard procedure, the pieces were transported from [redacted] to our distribution center in [redacted] for photography and cataloging and were put up for sale on 7/26. Typically,...
this process can take approximately 8 weeks, depending on the volume of items for sale at any given time, so this was in line with the EBTH expectation. Items sold on EBTH are sold in an auction format, with all bids starting at $1. While most items sell for more than that starting bid amount, the final bidding price of items is set by EBTH bidders, as is the case with any auction format. Often, the auction value is not the same as the retail value of an item and, therefore, we cannot guarantee that any item will be sold for any set price. These expectations would have been set by our sales team at the time of Ms. [redacted]’s consultation. Ms. [redacted]’s items sold for $409. After the 40% commission, she was paid $245.40. We would like to apologize to Ms. [redacted] that this sale did not meet her expectations. While we can’t control the market value set by our bidders, we do understand that her sale did not meet her expectations. Ms. [redacted]’s check was cut on 8/15, so she should see it soon. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. We checked with the team at [redacted], who told us that nothing was left behind. Additionally, we had our logistics team check in every possible location for -357 but it could not be located. Since Ms. [redacted] did not receive the item, we have refunded her $160 purchase price. We will also refund $32.65, which is half of her shipping price, and all associated sales tax. The total refund is $206.62We appreciate Ms. [redacted]’s patience with us on this matter. Thank you for your consideration,EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am extremely impressed with the lengths they are willing to go to, in order to ensure that they retain their customers.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. Per our terms and conditions, “Your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTH. If you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.” Additionally, they state that “EBTH will use reasonable efforts to ship the Consigned Items within ten (10) business days after the scheduled sale removal and payment date.”Ms. [redacted]’s items shipped on 8/10, which was 13 business days from the scheduled payment date. This is within our reasonable efforts clause. Ms. [redacted] received a refund of $11.73, which was just more than half of her shipping cost, as a courtesy for the slight delay. They were delivered to Ms. [redacted] on 8/11. We consider this matter resolved. EBTH
We spoke with both our editing and customer service teams to thoroughly address your complaint. Our goal as a company is for every one of our bidders/sellers to be “Raving Fans” of our entire process and the level of service they receive. EBTH takes great lengths to ensure that our...
buyers feel confident in every purchase they make and invest time and energy to truly representing our sellers items in an authentic way.Please bring the item back to our [redacted] location for a refund. Our Customer service team will refund your invoice amount due to a possible misrepresentation of the item. We stand behind what we do and this is would not be a representation of the work we expect from our teams. The appropriate measures will be taken to follow up with our teams about the authentication process going forward to ensure we are producing the best output possible.The EBTH Team
[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]---I had filed a complaint against EBTH on January 26th. Since then they have reached out to me and we have resolved the issue and I wanted to make sure to notify you of this.
Tell us why here...Mr. [redacted] has now made himself available after many attempts to discuss the problem with him. All the customer service tickets referenced that my concerns were assigned to him although he was never available to accept phone calls. There is a history on Revdex.com about poor customer service. I never said the shipping charge was unacceptable, I asked why 1 painting that I won had shipping charges that were only $37, far less than $169. There is still no shipping or tracking information for the painting in question for $169 shipping cost. No mention was made about "home delivery". Unfortunately a real explanation cannot be given as to how it is possible to bid a minimum and maximum bid at the same time. There is a significant commission involved here that Mr. [redacted] is concerned about. Once again, why would I change a MAXIMUM bid after viewing it for 5 days when the whole purpose of bidding a MAXIMUM bid is so I would not have to monitor the bidding during that time. Marc, the customer service manage, did email back a reply to my email after Ms [redacted], the cofounder who received a copy, told him to call her asap! I have that email which can be provided if necessary. Please review the [redacted] website for reviews by EBTH employees to substantiate my complaint. I feel my request for restitution is very fair.
[redacted],We are more than happy to resolve the issue for you. We would just like to resolve the shipping with you. We are happy to cover the shipping, but you have de-activated your account. If you could re-instate this and inform us if the claim to your bank has stopped, we will be happy to resolve the shipping matter. If the claim is still in place, we can't ship the item as the initial item will not have been paid for. We still have no records of any contact by phone or email to our customer service center. Can you please let us know how you are contacting us? We answer, on average, in under a minute all day. Thank you. EBTH
According to their policy, if the only option one chooses is pickup, which is what I chose, and the items haven't been picked up within 7 day, then the items are considered forfeited, according to their policy. It is still my responsibility to pay for them. So why were they sent? Second, they are only wanting to credit me with $23.11. One item seems to have disappeared (?). I did not authorize anyone to send the items and charge me $43.07, PERIOD.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the opportunity to respond your concerns. The $30 warehouse pickup fee is charged in instances when we cannot be in a seller’s home for a sale. In these cases, we remove the items from the property and store them at a local storage facility. The fee is charged to help cover the...
cost of removal from the home and storage at the facility, not unlike a shipping and handling charge, and is notated on the item page prior to bidding. Additionally, when an item is donated, there is a disposal fee that is charged, per our terms and conditions. When Ms. [redacted] spoke with customer service, she was unfortunately not told about the disposal fee, which was $10 in this case. Because of this, we have refunded the $10. We offer our sincere apologies for not providing Ms. [redacted] with all the information needed. Thanks for your consideration,EBTH
Thank you for the opportunity to respond to these concerns.Mr. [redacted] gave four Coach handbags to EBTH to sell in consignment, along with several other items in the second half of 2016. In October 2016, he worked with our consignment team to address the issue of these bags. Based on the...
description provided to us, we were not able to locate the handbags when Mr. [redacted] brought to our attention that they had not been sold. We do not think the bags were stolen.On October 14, a member of our consignment team sent Mr. [redacted] an offer of $300 in compensation for the three handbags. This was based on comparable items sold on EBTH. Mr. [redacted] refused this offer. The member of our consignment team forwarded him to our market general manager, who called Mr. [redacted] but never heard back. Typically, contemporary Coach handbags sell on EBTH for an average of $75-$100. Coach, as a designer, as lost popularity in the last several years and, therefore, modern pieces do not sell for much more than that. When an item goes missing, we are restricted in the compensation we can offer by the selling price of other comparable items on EBTH. In this instance, Mr. [redacted] was offered $300, which is $75 per handbag. This compensation is for the entire potential selling price of the bag and does not include the 35% commission we would typically charge. We are wiling to offer Mr. [redacted] a cash compensation of $400 for the four bags, a total of $100 per bag. This is the most we can offer Mr. [redacted] as the resale market is not as strong as the retail market. Additionally, if Mr. [redacted] would like, the general manager will call him to finalize these details.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.EBTH's response is not accurate. When an item is listed for auction a buyer has the option to request a shipping cost, provided by EBTH. I gave the California address and a quote was given as $28 and some change. EBTH has record of this quote as confirmed by Ashely via phone. I ask that EBTH honor this initial quote. I agreed to buy an item for $45 and some change not $99. That's a significant difference. The bidding closed the evening of July 31 and my card was charged during the early morning of Aug 2. That's barely a day to complete the purchase. I have a history of always paying for winning bids and do not believe having my card charged prematurely and an item sent to an address I didn't even request a quote for is honest or fair business practice. I agreed to pay the change fee of $13.40 even though I believed EBTH to be at fault for the change--if they hadn't charged my card and allowed me to check out the correct address would've been provided. The additional fee that brought charges to over $99 should have been approved as that was not the amount I agreed to pay for the item. I still agree to pay what was originally quote to me $46 (rounding up) and the change fee of $13.40 but the addition fee was never agreed to and still is not. If that is the final charge I cannot afford to purchase this item. Thank you
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns.Ms. [redacted] purchased a rug for $60 on 5/29, invoice B-[redacted]. On 6/5 she reached out to our customer service team to let us know that the piece has a strong pet odor and she would like to return it. It was not listed as having an odor,...
so the customer service representative with whom she worked had to reach out to the team who worked with the piece. This took a few days and on 6/8, simultaneous with EBTH’s receipt of this Revdex.com filing, the customer service representative informed Ms. [redacted] that we would be able to facilitate a refund and that she would simply need to bring the rug back to her local warehouse in Nashville. When Ms. [redacted]’s schedule conflicted with our team in Nashville’s, the project manager in the market decided that Ms. [redacted] did not have to bring the rug back so she wouldn’t have to wait on the refund. On 6/11, a refund of $65.55 was issued for the rug. Thank you for your consideration,EBTH
As a business, we are required to pay tax for goods and services. Our tax software bases the tax on the address of the shipment. In this case, it's broken out into different tax jurisdictions; [redacted], [redacted] and [redacted]. We are abiding by the tax code of the service area....
While we all wish we could avoid tax, we have to charge what is mandated. Think, at least it goes towards your area for schools, police, fire and other services. We appreciate you buying with us and hope you shop with us again!
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a children’s coat and hat rack on 7/30 for $2, invoice B-[redacted]. It was available for pickup at our Blue Ash, OH location on 8/3. With sales tax, her final total was $2.14.Ms. [redacted] attended the pickup on 8/3...
and had to wait for a considerable amount of time before she was turned away, with the staff at our Blue Ash location unable to locate the piece. We regret that this was her experience. The staff at our Blue Ash location has located the coat and hat rack. We have refunded Ms. [redacted] $2.14 for the piece, but it is available to be picked up at this location. We know Ms. [redacted] lives rather far from the Blue Ash location, so, if she decides to pick the piece up, we will email her from [redacted] to arrange a time and hold it until that scheduled date. We have also sent her a gift card for $50 for use on a future purchase. We work hard to make sure that the EBTH experience is the best that it can be. We are disappointed that Ms. [redacted]’s experience was not up to the EBTH standard and we would like to offer our sincere apologies to her. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. On 1/21, Ms. [redacted] purchased a concrete planter from us for $36 on invoice [redacted]. It was lost, so we refunded $36 in total. On 12/11, Ms. [redacted] purchased a crystal figurine for $460 on invoice [redacted], along with another item....
The figurine did not arrive with the other piece and we determined that it had also been lost. We issued Ms. [redacted] at total refund of $506.81, which included the item, the tax, and half of the shipping cost. On 12/30, Ms. [redacted] purchased a [redacted] from a sale in [redacted] for $14,600. We do not typically charge tax on cars, as tax is paid by the buyer when the car is registered to their name, but we mistakenly did charge a 6% sales tax on this car. Ms. [redacted] paid this invoice with a wire transfer, so we requested a refund check of $876 be sent to her on 2/2. It can take up to two weeks for these requests to be processed, so she will receive a check soon. We are working hard to improve both our shipping process and cost. We know this will improve the buyer’s experience. Unfortunately, Ms. [redacted] has experienced several missteps in our shipping process. In each instance we have worked with her to provide a refund, either full or partial, depending on the invoice. There are some pieces on she is working with our shipping department on to receive refunds to cover repair costs to items. When a customer experiences a problem, such as a lost item, mischarged tax, or a damaged item, our best course of action is to work with the customer to refund the appropriate amount of money. We would not expect a customer to pay for an item they did not receive and we work hard to come to the best solution for damaged items. Thank you for the opportunity to respond to these concerns,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
So now I am being told that my rings will not be returned? After multiple employees, including the sales rep that handled my items and her General Manager, have told me that EBTH was returning my rings and even told me the rings had already been shipped back to me. Your company clearly cannot even keep up with their own lies. The contract states that if the items are "unsellable" then they will not be returned, but your company cannot change its mind on what is and is not acceptable from each single customer. It is obvious that what you claim EBTH does not sale, they actually do sell, and if you are trying to phase loose gemstones and now apparently gold ring mountings out of what the company sells, then why do you continue to add them to your site. Again, it is obvious that these rules only apply to me and no one else, or your company would not continue to allow these types of items to be sold. If you can sell someone else's loose stones and gold/platinum rings, then you can sell mine. It seems to me these matters are just going to have to be handled by legal means.
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, yet. I have responded to their message and have made the request that a photo claim be processed and a full refund be issued while they work with their shipper to resolve the claim. At this time, I have yet to hear back from EBTH regarding my request and will wait to hear back from them. I would ask that they work one-on-one with their shipper and issue the refund to me. I do not feel that I should be punished and forced to wait during the claims process when the only people who need to be involved are EBTH + UPS.I am still seeking a full refund in the amount of $497.96 USD.
Regards,
[redacted]
[redacted]We have reviewed this concern. Your account was listed under another person's name, so this was causing some of the confusion. I have spoken with the General Manager in Columbus and he stated what you said is accurate. Our team has requested a check to be sent to you....
We will make sure this is remedied. Thank you.[redacted]EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] ---This issue went from worse to worse.We have no resolution nor does [redacted]. And heaven forbid an apology.1. We have, despite over half a dozen messages sent to EBTH since contacting Revdex.com, even received so much as the courtesy of a reply.2. Additionally, and more significantly, when last we were told, which was earlier this week, [redacted] has also never heard from anyone at EBTH and the package for which EBTH insisted - repeatedly and so adamantly - pickup be arranged remains at their facility and NO ONE from EBTH or anywhere has ever contacted them for pick up, or for anything in fact.3. The sole contact that has been made (presumably??) by EBTH came in the form of a late Friday night phone call from a number in Mason, Ohio to our cell phone. No message was left. No emails.We looked it up and it was not among the phone numbers listed for the company but the location is about 30 miles from their offices. (???)If this is what they consider contacting a customer the rest in understandable.Could Revdex.com possibly find out from EBTH the source of that call? And why call so late and not even leave a message? Friday, February 17, 2017. 8:29 pm. ###-###-####. Mason, OHMaybe the company has figured out that if you just ignore an issue it will go away. This hasn't. Aside from the snarky emails from Kelly W every aspect of this matter that was an issue when we first contacted Revdex.com remains. The investment of our time in this for a purchase at the beginning of January has been ridiculous.Thank you for your email. But to be absolutely clear, this matter remains not just unresolved but unresponded to. And if you need copies of all the attempts we have made asking them to simply contact us, let us know. We have written multiple times.As well, the manager and other personnel at [redacted] will back us up as to the facts. (And should they now give the package back to us?)Nothing has changed.
Thank you for the opportunity to respond to these concerns. Ms. [redacted] consigned 6 items with EBTH on 6/9/17. As is standard procedure, the pieces were transported from [redacted] to our distribution center in [redacted] for photography and cataloging and were put up for sale on 7/26. Typically,...
this process can take approximately 8 weeks, depending on the volume of items for sale at any given time, so this was in line with the EBTH expectation. Items sold on EBTH are sold in an auction format, with all bids starting at $1. While most items sell for more than that starting bid amount, the final bidding price of items is set by EBTH bidders, as is the case with any auction format. Often, the auction value is not the same as the retail value of an item and, therefore, we cannot guarantee that any item will be sold for any set price. These expectations would have been set by our sales team at the time of Ms. [redacted]’s consultation. Ms. [redacted]’s items sold for $409. After the 40% commission, she was paid $245.40. We would like to apologize to Ms. [redacted] that this sale did not meet her expectations. While we can’t control the market value set by our bidders, we do understand that her sale did not meet her expectations. Ms. [redacted]’s check was cut on 8/15, so she should see it soon. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. We checked with the team at [redacted], who told us that nothing was left behind. Additionally, we had our logistics team check in every possible location for -357 but it could not be located. Since Ms. [redacted] did not receive the item, we have refunded her $160 purchase price. We will also refund $32.65, which is half of her shipping price, and all associated sales tax. The total refund is $206.62We appreciate Ms. [redacted]’s patience with us on this matter. Thank you for your consideration,EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am extremely impressed with the lengths they are willing to go to, in order to ensure that they retain their customers.
Regards,
[redacted]