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 will only accept if I get refunded the full amount of shipping I was charged. Since the items I did receive were not shipped properly and one poster in this lot is torn, crinkled, and not as it was presented in the auction picture when I was bidding. I had anticipated that my items, being posters, that they would have been shipped in a tube or a box more accurate to accommodate them and to allow for storage; not the huge box that they were shipped in and they were placed on their side diagonally and the more fragile poster thrown in the bottom of the box. Now I have to go out and buy better storage for my items. I still think that there is a sticky fingered employee or miscommunication in this company for me to not get shipped any item from this lot at all; especially since there is at least two people, one including me, missing items from this sale alone, not to mention the possibly of more. I could understand a missing item or two MAYBE but for me to not be shipped anything from this lot at all just doesn’t feel right to me. I am still very disappointed that I did not receive anything from this lot at all! Everything But The House needs to take better care of those items that others have enlisted them to sell for them and to be shipped to the correct buyers. I still would rather have the items I was expecting but since Everything But The House just wants to say that my items just disappeared. I suppose if I had been able to pick up my items on the pickup day that my missing lot would not have been available then either since I didn’t get shipped any item at all from that lot or was it shipped to someone else!?!
Hello,Please see the attachments.Attachment 1 showcases our bidding page all customers utilize to place bids. It showcases a minimum and maximum bid. Attachment 2 showcases how you manually have to enter a max bid as it is typically blank unless you enter a dollar amount.Attachment 3 showcases the immediate view of winning bid placed with a trophy. Below showcases the view of the Max Bid as well that stays on the bidding page. There is also an FAQ Page Link on the bidding process if they had any questions.Attachment 4 showcases the FAQ's associated with the bidding process.With these factors, we believe we have proven that we have handled being forthcoming with our bidders on the process.EBTH
Thank you for the opportunity to respond further to these concerns. The EBTH app does not require that you select a fulfillment option prior to placing a bid, however, the desktop version of the website does, as does the mobile web browser version of the website. This is not a glitch in the system. We do encourage all bidders to review the options on each item before they place bids, however, as they are listed on each item whether you are viewing the listing on the app or the desktop site. [redacted] shared with us that due to her experience bidding on the desktop site, she is aware of how to find her options before bidding. Due to the confusion of the user interface being different on each platform, we were able to accommodate a pickup of all of the items that were won.EBTH made the choice to ban both accounts due to both [redacted] and [redacted] making calls and sending emails on behalf of [redacted]'s account in regards to invoice B-[redacted]. EBTH has a zero-tolerance policy for abusive behavior towards our staff; in recorded calls with [redacted] she stated “we want to be done with you guys.” We found that it would be mutually beneficial to both parties to discontinue our working relationship. We recognize that [redacted] and [redacted] are separate people, however, [redacted] was the representative of [redacted]'s account while making calls and emails to our customer service team, causing the account that was created after [redacted]'s account was deactivated to be deactivated as well. If the Revdex.com requests we can provide the recorded calls and emails that led to the ban of the account.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 has done a good job of research left vs right handed bows. However, they fail to understand that for a recurve bow, the curvature of a recurve bow without a string is opposite of a long bow. Therefore, what they have describe is actually false. If you hold the bows in your left or right hand, you will see that the bows are left handed. 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.] As you can see from the screen shots, there were different addresses in the post. When the moving crew went out the next day, they were able to get there by contacting the person at the location, which they did not have on the first attempt. As a result, I incurred an additional $125 charge in moving costs. I would like that amount refunded.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a [redacted] vase on 1/24, invoice [redacted], for $215. With shipping and sales tax, his total purchase was $258.35. On 2/7, Mr. [redacted] called our customer service department to let us know that the item...
had chips that were not described. He was asked to send photographs to our email address and we received them. The photos were sent to our shipping department and, after some consideration, we let Mr. [redacted] know that the chips he sent pictures of can be seen in the item photographs on 2/28. The chips in question are on the base of the piece. Though they are not listed in the item description, they are photographed and can be seen clearly. We use a combination of description and photography to showcase any flaws items may have. 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 cannot refund Mr. [redacted]. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a 3 PRO 7000 Watt Duel Fuel generator on 7/25 for $536, invoice B-3442590. With the other items purchased and associated sales tax, his total invoice amount was $892.43. This invoice was picked up by Mr. [redacted] on...
7/27 and paid with cash. Mr. [redacted] called later that day to let us know that he received a gasoline only generator as opposed to the propane and gasoline burning generator he purchased. The customer service representative with whom he spoke emailed the team who worked the sale pickup to attempt to locate the pieces. She and Mr. [redacted] have exchanged emails while she has continued to work on a response. EBTH held a large sale of tools, generators and air compressors at the end of July. Because of the scope of this sale, we are still working to inventory the remaining items from this sale. We understand that this has been a frustrating experience for Mr. [redacted] and we would like to offer our apologies for the inconvenience this has caused. While we are working to locate the correct generator, we would like to offer Mr. [redacted] the opportunity to return the incorrect generator to his closest EBTH location in [redacted], KY. Upon EBTH’s receipt of this piece, we will have the accounting department write a check to Mr. [redacted] for $572.18. We will have to issue Mr. [redacted] a check since he paid in cash. When we are able to locate the piece, we will notify Mr. [redacted] and it will be available for pickup at the [redacted] office. If Mr. [redacted] does not wish to return the piece in his possession until we are able to locate his piece, we understand and we will work to ensure that he gets his piece as soon as possible. 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] [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. I have shopped with EBTH since their inception and do plan on continuing to bid on items through their auctions. I'm very happy with the response I have gotten from EBTH and can't wait to do business with them again.
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] ---Hi [redacted] - just a quick note to let you know that David W[redacted] @ everything but the house - has been amazing. I'm so grateful that we were able to work things out. Thank you so much for your involvement. We can close the case. If you need me to amend my Cincinnati Revdex.com complaint I'd be more than happy to do that. Have a wonderful day! [redacted] Sent from my iPadBegin forwarded message:From: [redacted] <[redacted]>Date: July 27, 2016 at 1:16:02 AM PDTTo: David W[redacted] <[redacted]>Subject: Hi there David - Check [redacted] - but here's "the corrected copy"' Thanks for e'thing!! I'll send this to the Revdex.com too. Sorry I didn't get it done sooner I've been swamped today. I'll also be sending you those photos/invoice # you requested. Thanks again [redacted] Hello again. It's [redacted]- the woman who wrote a really bad review about "Everything But The House" a couple of weeks ago. I've got to say I've never amended a [redacted] review but in this particular case I feel that it's only right that I update everybody in the [redacted] community about the positive turn of events regarding one of the most frustrating situations I have found myself in recently. Honestly, I'm completely blown away by one of the VP's that reached out to me. His professionalism and ability to takes lemons and turn them into lemonade amazed me.This turnaround is completely due to the skillful talent & customer-centered focus that Mr. David W[redacted] VP/EBTH possesses. After I wrote that review - I decided I would never shop with them again, knowing full well that EBTH had lost a great long-term customer; me!2 days ago I received an email from Mr. David W[redacted] one of the VPs at EBTH - I explained to him the frustration I had been feeling. How badly I I felt I had been treated by EBTH, and the stress I felt it had caused me. He really listened & then explained to me that EBTH wanted my experience of shopping with them to be fun - but most importantly to be satisfied with what I purchased. If my purchased merchandise arrived broken or was not the quality & condition that was pictured on the website - that I had every reason to ask for a refund and expect my money returned- including shipping and handling costs. He worked with me to remedy the situation and in fact he refunded all invoices with damaged or inauthentic art, including shipping and handling.Re: the fake art that I believed was sold to me on purpose.I realize now that I was wrong. I'm beginning to believe that EBTH was duped too!! The art was behind glass in a beautiful frame when I purchased it. The Glass covering the art shattered during the shipping process. Had the glass on the frame not been broken I sincerely doubt I would've never known that the art was fake. It looked authentic. I'm now coming to believe that's not EBH's fault for selling and shipping it, but maybe it's the homeowner who commissioned EBTH to handle their Estate sale. And, further- perhaps even the homeowner may not have known that they had acquired fake art & have been duped themselves? The art I purchased from EBTH would never have been distinguishable as a fake - unless something unusual like the glass shattering off the frame and one was able to inspect the actual art up close & personal, without the cover of glass.Again from the bottom of my heart - I appreciate & am tremendously grateful for the time and energy David W[redacted] took to get to the bottom of all this. Without his involvement I probably would never bought one more thing from EBTH ever again. But, my faith has been restored- so as long as he's one of The leaders at the helm of EBTH I'm actually planning to go onto their website this weekend, and checkout some of the beautiful things that are available, feeling comfortable once more that my money is safe with them. And, hey, maybe I'll even have a bit of fun knowing that EBTH does care about their clients. Hope this helps to explain my journey from despair to happiness.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I will accept the refund of 50% with the $30 warehouse pickup fee, a total refund of $726.75 as long as it is credited back to my credit card that was used to pay for this item immediately.
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]
[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
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a serigraph on paper on 7/31 for $17, invoice B-[redacted]. With shipping and sales tax, her final invoice total was $38.79. It is shipping to her via [redacted], tracking number [redacted]. This piece was...
only available for shipment from EBTH. Per standard procedure, when the sale ended, shipping was automatically booked and payment was processed on 8/2, within 48 hours of the end of the sale. The 7 day disclaimer Ms. [redacted] referred to exists in regards to customers from whom we are unable to collect payment and pertains to forfeiture. Ms. [redacted]’s serigraph was prepared for shipment on 8/2 and was picked up by [redacted] before the end of business on the same day to be shipped to her in [redacted], MD. Ms. [redacted] called and spoke to our customer service department on 8/2 regarding the change in address for delivery to [redacted], CA. Since the label was already created and the piece had already been moved to our outbound parcels, she was advised to use the [redacted] service [redacted], which allows customers to create accounts with [redacted] and change the address or their shipment details as the need to. We recommend customers use this service because, if they need to change their delivery address, they can avoid fees by changing the piece to a [redacted] store pickup option. When EBTH changes a shipment through [redacted], there is a minimum charge of $13.40 plus the additional transportation fee. Ms. [redacted] chose not to change her address using [redacted]. She was informed that she would be charged at least $13.40 plus the transportation fee, which would be determined by [redacted]. Our shipping department changed Ms. [redacted]’s address, which incurred an accessorial charge of $13.40 and a transportation charge of $47.55, for a total fee of $60.95. This fee was charged to EBTH and passed on to Ms. [redacted] via her invoice, as she was told it would be. The payment for this fee was charged on 8/3. A screenshot of the fee with Ms. [redacted]’s tracking number of [redacted] can be seen in the screen shot “[redacted].png.”When Ms. [redacted] entered her credit card on EBTH, “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.” Ms. [redacted]’s card was charged and her item was sent to the address on file. When she wanted to change the delivery address, she was informed of the fees associated with this change and opted to continue. We are unable to refund Ms. [redacted]. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to EBTH, they are insinuating that I am lying regarding to my shipment based on the last line of their statement:"We cannot, therefore, offer Ms. [redacted] a replacement tray for the one she says is missing. The two offers which stand are a partial refund or a return for a full refund".However, I have no doubt that my case is not an isolated one. If they work in this manner, other clients have likely been cheated as well. Something should be done to avoid this kind of scam.If EBTH can not control their shipment department process, at least they must be responsible and respond with a replacement of the item. That's not the way for companies to create a good reputation and keep clients.Please find attached photos that prove that they DINDT send the item in question. The tray's measurements simply wouldn't fit in the box they delivered. I am willing to take this matter to a higher level if they don't cooperate by sending me my entire purchase, especially after they called me liar.[redacted]
Ms. [redacted] purchased a [redacted] perfume bottle on 11/20 for $14, invoice B-[redacted]. The sale from which Ms. [redacted] purchased this piece was a fundraising sale for the [redacted] Opera. It was held at our distribution center in [redacted], from which the majority of items are only able to be...
shipped. The facility houses thousands of items from most of EBTH’s markets, only a select few of which are made available to be picked up, typically because the size of the piece would incur a fairly high shipping cost. This piece, and all the pieces from this sale, were only available to be shipped. Ms. [redacted] contacted our customer service team via chat on 11/21 regarding the shipping for this item. She expressed her frustration that this item was not available to be picked up since she is a bidder located in [redacted] and the piece was in the [redacted] area. The customer service representative noted that shipping was more than $40 and was able to lower it to $21.23, in an effort to alleviate the cost to Ms. [redacted] somewhat, as well as offering Ms. [redacted] the option to forfeit. Ms. [redacted] chose to forfeit as she did not want to pay the shipping charges. We understand that items that are only able to be shipped from our [redacted] facility can be confusing for some established [redacted] bidders. Ms. [redacted] has been a bidder with EBTH since July 2015, and in that time our model has changed to accommodate our growth. We would like to apologize for the confusion on this. We have issued Ms. [redacted] a full refund of $14.98. We have included four screen shots to show what the item page Ms. [redacted] bid from would have looked like. The first screen shot, “11/2017 Item Thumbnail,” shows the item thumbnails for two items currently live for bidding on EBTH and located at the [redacted] distribution center. As can be seen in this screenshot, the Vintage Trap Kit Balafon has a storefront symbol at the top left corner of the item photo, indicating its availability for pickup. When the bidder hovers over the symbol, it expands to read “Pickup Available,” as can be seen in image “11/2017 Item Thumbnail Expanded.” At this point, we can also see that the Hunting Scene Humidor does not have the shopfront symbol, indicating that it does not have a pickup available. The third screen shot is the item page for the Vintage Trap Kit Balafon, “11/2017 Pick Up,” which shows that the piece is available for local delivery and to be picked up in [redacted] due to the size. This is highlighted by a red box around the pickup options. The final screen shot, “11/2017 Ship Only,” is the Hunting Scene Humidor and it is most like the perfume bottle Ms. [redacted] would have bid on. From this, we can see that the only fulfillment option available is shipping, as is highlighted by the red box. The items used in the example are [redacted] and [redacted].Thank you for your consideration, EBTH
Greetings,The concern shared by the customer here have merit. The sellers daughter took possession of the bowl after the end of sale and our attempts to contact the seller were unsuccessful. The seller stated they wished to keep this item. The seller offered the customer a...
replacement of equal or better value, but we understand the seller's wish to claim the item she won. We have refunded her fully and for the challenges she faced, gave her an EBTH gift card to assist her future purchases. We wish to make this right for the customer and appreciate her business.Thank you.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.
They have never provided merchandise nor have they resolved anything! based on what they are saying it seems like they are trying to use extortion against me...if I stop the bank issue then they will do what ever. Forget that mess. This has not gone on much longer than it should have. Due to them stealing my money. my daughter's high school graduation was ruined....bills could not be paid....this is ridiculous. I think my best action at this time is to contact an attorney and sue them for fraud and ask for compensatory and punitive damages. They are not doing anything to resolve this issue. This is ridiculous! Some one needs to force their hand and stop their fraudulent business practices. They refuse to do what needs to be done to resolve. Calling an attorney again to have them begin the lawsuit! They laugh and lie to you. But do nothing to fix the issue
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 wholeheartedly reject the response from EBTH, not only as an unsatisfactory resolution to the complaint, but also as a completely false account of the situation. Not only have they defrauded me but now they have also libeled me. I absolutely wanted the chair in question as it was represented on-line with a description of “good” with only “wear to sides”. From looking at the only photos provided by EBTH the chair appeared to have pills to the fabric on the side and otherwise appeared to be in good condition. In fact when this item was first posted there were 2 other photos included in the write up which showed 2 obvious cuts in plain white material which didn’t have the pattern of the chair and so I assumed they might be from the bottom of the chair. I reached out to customer service on 3/23/17 to find out if, in fact, these photos showed the bottom of the chair because I wasn’t going to bid on an item that had such damage. They initially responded 3/23/17 at 2:32 PM “Thank you for taking the time to contact us at EBTH.com! One of our agents is looking into it and we will get back to you within 24 hours!” Only after I received an email back from them on 3/24/17 at 9:56 AM confirming that the tears were not for this item: “ Thank you for contacting EBTH! The last two photos are from a different item and will be taken down! Thank you for bringing that to our attention!” that I decided to start bidding on the chair. My first bid for the item was on 3/24/17 at 11:59:49 AM. I have been furnishing my new house and wanted the chair for my guest bedroom. (In fact, I would still take the same Jonathan Adler chair for the same price IF it was in fact in good condition). On 4/1/17 I drove to the warehouse/self-storage facility in a snowstorm to pick up the item because I wanted the item. I brought 3 layers of protective wrap for the item: a large clean white sheet, a thick blanket-type covering with water resistant surface, and an official moving blanket. I also had 2 large rolls of bubble wrap to use to protect the sides in the car from any minor movement while driving. I am extremely careful with and respectful of people’s belongings and have always used the same care when picking up other items I have purchased from EBTH.The EBTH representative, Helgi, brought the chair out to the front of the storage facility and it was only AFTER I looked over the chair and saw how dirty it was and that it actually had noticeable holes in the side (not just wear with pills to the fabric surface) and realized that the item had been completely misrepresented on line with the photos and description, that I told him that I didn’t want the chair and wanted a refund. I explained that the EBTH photos and description were extremely misleading and did not reflect the actual condition: There is no mention of how dirty the item is in the description despite the fact that EBTH routinely comments on this when an item is very dirty or is stained and "would benefit from cleaning". The photos of this chair hide the extent of the damage to the side where there are actual holes in the fabric where stuffing is exposed. I told him I would never had bid on this item at all with the proper description and accurate photo renderings. Helgi said that the condition of the “item was accurate : good because as long as it is STRUCTURALLY good then the item is in good condition" - nothing else is relevant. So as long as the chair isn't wobbly or doesn't collapse when you sit in it, it is in good condition. For an all fabric chair it doesn't matter what the condition is of the outside of the chair, if the item would need to be completely reupholstered, has holes in it or if it is extremely dirty, as long as you can sit down on it and "use it as a chair" it is in good condition. Even if it is worthless. In fact he said he has instructed all of his Boston employees NEVER to comment on the cleanliness of an item and has told them NEVER to put "item would benefit from cleaning” because it is against the rules. I said many items listed on the EBTH site, including items currently up for bid today (4/1/17) - chairs, couches, rugs etc - say " would benefit from cleaning", "stains to fabric", etc to inform the customer of the condition of an item and therefore when absent one could also conclude that it is not in this condition. Also other items on EBTH specifically list when there is pet hair on an item or it it has come from a household with animals - there is clearly thick pet hair on this and I am allergic to cats. He had a computer on site and I offered to show him examples of current items with these exact details but he declined. I have included a few of these examples in my attached documents. He said anyone who puts any of the above descriptions into the online description is "wrong and shouldn't be doing this and is NOT FOLLOWING COMPANY POLICY”. In fact, this is not the case and in fact it is HE who is not following company policy and precedent. One cannot routinely comment on these details such that it is standard practice or to be expected, and then have him completely refuse to do so in the Boston market. How could anyone make any guess as to the condition of the item if the condition is purposely not given or hidden? This is not a fair or equal marketplace. Why not include in the description - torn fabric, holes in the fabric, needs to be cleaned - unless they are purposely trying to mislead? Why not show accurate photos online - unless they are purposely trying to mislead? Yes, Helgi and I disagreed over whether or not it is against company policy to include such information regarding the outside condition or cleanliness of an item ( not just the structure of a piece) in the write up which he claimed was forbidden by company policy. I stand by my assertion that it is not and could not be part of company policy to omit and misrepresent the condition thereby deceiving customers or it would be fraud. He insisted I would not be given a refund and must remove the item. I called customer service from my cell phone while I was with Helgi at the warehouse to lodge a complaint (at 1:16 PM - 8 minute phone call) and detailed the condition of the chair and complained that it was very different than advertised. Therefore I didn’t want the chair in its actual condition; I had been completely mislead and never would have bid on it with honest and accurate information. I said I would leave the chair there and EBTH could have it. I was told they were only covering phones for the weekend but would send me a form for me to fill out. They said I had to remove the chair while awaiting resolution of the dispute.I also detailed my complaint on paper right there, explaining what was wrong with the chair, that it has been entirely misrepresented, and was the reason why I no longer wanted the chair but was told I had to remove it. I signed and then he signed this initial written complaint (see attached document - time stamp of photo is 4/1/17 1:31:48 PM). He still insisted I would not be given a refund and must remove the item. I was told I could not leave it while awaiting a resolution/refund with the company. I then carefully double wrapped the chair with protective coverings before leaving the warehouse and placing it in my vehicle where it was further protected with the moving blanket and bubble wrap. I drove straight from there to an already scheduled appointment I had with my accountant (tax season) a few miles away. I then had a 30+ minute ride home from there in the snowstorm. The chair was removed, still wrapped, and placed inside my house and shortly thereafter I took photos of the condition to accompany the dispute (photo stamp at 2:58:35 PM ). Then shortly thereafter around 3:10 PM I called back customer service to inform them that I had not been emailed the dispute form as promised, discussed the problem once again, and asked to speak with a supervisor. I spoke with Jonathan, I believe, and detailed the entire issue and offered several times to send over (email or text) the photos immediately to him so he could see the real condition of the chair and understand my concerns about keeping such a dirty item in my house and asked again if I could bring the chair back right then, before the warehouse closed at 4 PM. He agreed that it was NOT company policy not to comment on dirt, staines, holes, pet hair, and in fact are routinely listed, but said he was not the one to make any decisions and gave me the information where I should send my photos. He said he had no jurisdiction over Helgi and I could try to bring the chair back but if Helgi still refused it then I was out of luck. I indicated I wasn’t going to drive back in a snowstorm unless he could make sure I was able to leave the chair which he said he wasn’t able to do. And before we had even ended our conversation it was past 3:30 PM and so I informed him that I could no longer make the warehouse before it closed. I then had other things I had to attend to at home but wrote up my complaint and sent it along with the earlier photos by 7 PM that evening. I called EBTH on Monday 4/3/17 and spoke with Becky, not only to find out the status of my complaint regarding the chair, but also to inquire about a picture that I had purchased in February but had not yet been delivered. She was not familiar with the chair complaint and so I detailed the issues at length. She also confirmed what Jonathan had said, that it is not against company policy to comment on the condition of an item, and consumers are normally told of such issues, which is in direct contradiction to what Helgi was claiming. She agreed with my concerns and even commented that when a chair or couch is no longer in good condition, it is actually more expensive to reupholster a chair than to just buy a new chair. She said I would get a call the following day from the team regarding the dispute. Instead I only got an email the following day (4/4/17) from Heather at EBTH indicating that “After discussion with our Boston Project Manager (who is Helgi) and my Supervisors, we are not able to offer you a refund for this chair. “ We feel that this chair was accurately described and the photos showed the condition of the fabric” without any acknowledgement that my photos clearly showed that the chair was not in good condition or that the photos they had posted online were obviously misleading (whether intentional or not).I took great care with the chair at all times, despite the fact that it was in the poor condition at the time I took possession of it and thought ultimately it would be going out to the trash (since I was told EBTH would refuse to take the chair back even if I was given a refund) or returned to EBTH once the dispute had a chance to be heard since the misrepresentations were very obvious. As the adage goes “ a picture is worth a thousand words.” Attached are multiple photographs (not sure if they will all fit in one document and may need to come in several) which all help support my claim. They will show that it is EBTH that was and continues to be be dishonest, not only by first misrepresenting an item (intentionally or not), then by not conceding a mistake had been made in the online representation of the chair after confronted with the facts, but finally (and most disturbing) by falsely accusing me of wrongdoing. I have included the photos that I took just after I arrived home on 4/1/17 at 2:58 PM which clearly show the dirt, stains, holes and cat hair on the chair that were present when I first looked at the chair at the warehouse and complained to Helgi about. They also clearly show why this item would not be considered in “good” condition. The photos speak for themselves. I have also included the photos that EBTH posted online in which these major flaws are not evident or represented accurately. You can see that their photos are washed out so much that they hide the actual flaws I’ve shown existed. The real color in the design of the fabric is bright orange, not very light orange/peach as it mostly appears in their photos. Their photos are also taken from far enough away so that even in their ‘magnified photos’ you cannot see the “grain”/threads of the fabric. Both of these issues conceal the real condition of the chair as detailed above and if not done intentionally, then one would have made sure to include a notation of the dirt, stain, holes and cat hair under the description. But Helgi has already admitted that he wouldn’t have included this information because these flaws do not affect the structure of a chair AND this information is against company policy to include. I have also attached a photo from Polyvore and Pinterest websites of this same Jonathan Adler chair which I recently found online which shows that indeed the color is bright orange, and supports the fact that my photos are a much more accurate rendering of the item. My photos, taken from a simple [redacted], are: 1. not washed out and therefore one can see the dirt, stains and cat hair on the chair and 2. easily show the grain/details of the fabric so that one can see that their is actually quite a bit of damage to the sides, with noticeable tears in the fabric with holes where the stuffing is exposed and in places is actually coming through in long strands. These same photos should have been available to the consumer; if posted, I would never have bid on the item. EBTH claims in their most recent response “No stains were noted in the description or the photographs because there were no stains present on the chair a the time of the removal of the piece from pickup location. We cannot speak to when the stains occurred, but they are not on the chair when (the customer) picked them up”, implying that somehow the stains seen in my photos only appeared after I removed the item from the warehouse and also implying that stains, if present, would have been included in the description (and also should have been included). I continue to assert that if the stains (which were already present at the warehouse) had been included on the description I would not have bid on the item. EBTH is also claiming that I “began to pull at the wear to the side, adding to the damage,” after I decided I just didn’t want the item. This is false on all accounts. It is outrageous and frankly a dangerous scare tactic to falsely accuse me of “damaging an item” and lying about the state of the item at the warehouse. Yesterday I took their own online photos from their website (Revdex.com can do exactly the same thing), was able to blow them up on apple iPhoto and darken them to closer match the actual color of the real fabric and have included these as well in the attachments to show you that with this manipulation you can actually see that the dirt, stains, holes and cat hair, were all present on the chair at least as of 3/23/17 (when their photos were available on line for customers to view) and indeed correspond to my photos and show that I have been completely truthful and EBTH has falsely accused me of misrepresenting the facts in the case. The screen shot of the photos I have from their web site shows a date of 3/29/17 @8:18 PM because I believe this is the last date this site was active . However, they are able to disguise the real condition of the chair in the photos posted online by taking the photos from a distance and washing out the photos. I agree that the photos they posted on line for their customers to view show the item to be in good condition - it is only after investigative work with the iPhoto application that one can start to uncover and see the flaws they are trying to hide. No one should have to do this. I maintain that my photos 100% reflect the condition of the chair at the time I viewed it on site at the warehouse and only after realizing the true condition of the chair did I then say I did not want the chair. And in fact I did the reverse experiment yesterday where I showed how I could also take photos of the chair and by simply making the photo lighter could make the stains disappear and larger holes less obvious, same as EBTH did. They claim the awful stains I showed are new and the holes were made worse and therefore should be evident in the new photos - same as they claim any stains would have been evident in their washed out photos but “weren’t noted in the photographs because they weren’t present”- but aren’t. These photos are date stamped 4/6/17 @1:54:49 PM. EBTH has clearly stated that “no stains were present” as of 1:30 PM on 4/1/17, before the chair was taken from the warehouse, but in fact were at least present as of 3/23/17 and so not only have they lied to me and the Revdex.com about the presence of the stains but then claim I was the one who lied when I reported the stains being present at the warehouse . I would also seem logical then to conclude that they intentionally mislead the consumer by posting washed out photos and photos taken from a distance to hide flaws, since they are claiming the flaws didn’t exist when they actually did and must have known they did. Look at the clarity and details of just the grain of the fabric itself in my photos, and you can understand why my photos more clearly show the flaws compared with theirs that I had to darken and blow up and are more out of focus with magnification because they were taken from further away. EBTH should post photos online which are accurate representations of the item and the consumer should not have to use a photo program to find the flaws they are trying to hide. Or if for some reason EBTH does not know how to take accurate photos then they have a duty to disclose the flaws in the written description.I couldn’t have been more honest, transparent and timely with my concerns/complaint. I offered to leave the chair in their possession while awaiting a resolution before ever leaving with it. To even suggest that I “damaged the item” in any way or misrepresented the facts in any way as I have presented them here is categorically false and is libel.I also fully stand behind my behavior. I had a right to dispute the condition of the item at the warehouse and question Helgi’s statement that is was against company policy to disclose information on the cleanliness/outside condition of an item. I called customer service several times to explain my concerns in an attempt to resolve the issue. I was the onethat was met not only with unprofessional behavior but lied to by Helgi, several customer service representatives, and most recently by the representative who responded to this Revdex.com inquiry . I am rightfully frustrated and dismayed by their tactics, and probed for answers that I never got. I certainly voiced my frustration but was never unprofessional. Below is a detailed account of the phone conversations I had with customer service on 4/4/17 which are entirely appropriate. Frankly, I think anyone would be frustrated by their responses/actions. I also have recordings as well if the Revdex.com requests them. :After getting an email from EBTH on 4/4/17 which was an inadequate response to my complaint that did not address my concerns, I called and asked who I had spoken with the day before, not remembering Becky’s name, and was told it was Lex, by mistake. So instead of having to explain the entire issues surrounding the complaint to a 5th person, I asked to speak with Lex (thinking she was Becky who had been very reasonable and personable on the phone the day before) but was told Lex was on another line and was unavailable but would call back once she was off the phone. I then asked to speak with a supervisor but was told they had all left and gone home for the day at 5, despite EBTH being open until 6. However, during 2 subsequent phone calls over the next hour trying to reach Lex, I was told differing stories about the supervisors. Now instead of them already leaving, they were actually present but were either unable or unwilling to talk with me (because the dispute had already been decided and so I would not be able to speak with a supervisor). I was told at least twice that Lex would call me as soon as she was off the phone but she never did. So I had my parter call from his phone and ask for her without reference to me. She called him back immediately but then as soon as I got on the phone and gave my name she said she couldn’t hear anything, would call back and hung up on me. Not surprisingly she never called back. Then I spoke with Jade who reiterated that the decision was final, period and would not address my photos in any way or even acknowledge them, despite me asking this several times, and she hung on me. I learned from Jade that it was in fact Becky I had wanted to speak with and she worked after 6 PM so I called back after 6 hoping to speak with her but she wasn’t working. In trying to give the employee the invoice # she requested I realized I was suddenly unable to access my account. The site had a message “please call customer service regarding your account” but when I kept explaining this to her and then her supervisor they said the issue was on my end and had nothing to do with them and I could in fact access my account. I explained that I had to have access to my invoices because I was still awaiting a shipment for an expensive item I had purchased in February. The supervisor insisted EBTH was not preventing me from accessing my account, would not look into it and hung up on me. I was only informed that indeed my account had been disabled, as I claimed, after I filed a complaint with the Revdex.com and it was part of their last response. I have been given the run around, falsehoods, conflicting (and contradictory) information, was hung up on at least 3 times and then accused of vandalism and deceipt. I cannot imagine ever being treated this way for bringing a legitimate complaint with substantiating evidence.To reiterate, I couldn’t have been more honest, transparent and timely with my concerns/complaint. I offered to leave the chair in their possession while awaiting a resolution before ever leaving with it. I have shown how the condition of the chair was grossly misrepresented and feel I am entitled to a refund. For EBTH to suggest that I “damaged the item” in any way or misrepresented the facts as I have presented them is categorically false and is libel.
Thank you for the opportunity to respond to these concerns. Ms. [redacted] and her brother, [redacted], held a sale with us in September 2016. Mr. [redacted] was the contract holder, but we worked closely with both. The sale, invoice [redacted], contained 71 items and had a net proceeds of $2,579....
EBTH kept a 35% commission of $902.65. This commission is to help offset the cost of the labor involved in the sale. The additional fees were a 3% reimbursement of credit card transactions, per the contract, totaling $73.34 and a [redacted] removal fee of $897.60. The final check written to the [redacted] family was $705.41.We spoke with the team in [redacted] about this sale. They let us know that, unfortunately, there were many pieces in this sale that ended up being unsellable based on their condition. The [redacted] service is agreed upon prior to the signing of the contract. Due to the overall condition of the home and the items in it, [redacted] removed two 3 ton truck loads from the house, which cost the $897.60 fee. The remaining items which we sold were presented to our bidder base of several hundred thousand active bidders for seven days. The items were mostly antiques, which can have mixed auction results. We did not give the [redacted] family any financial expectation or estimate. We agreed to sell the items in the sale in a competitive environment, which we did, and we indicated that we hoped to have a successful sale. While we always hope our sales are successful, we cannot guarantee the final proceeds of any sale given the nature of the auction industry. EBTH is a fully licensed auction house. We operate within all state and local guidelines where we have markets. Shill bidding or fake bidding are illegal practices in our industry and are, therefore, not practices in which we engage. Each item we sell is sold on behalf of a client. We are contractually obligated to catalog, photograph, and host each item for sale for 7 days and ensure fulfillment to the buyers. We are sorry the [redacted] family was not satisfied with the results of the sale of their parents’ belongings.Thank you for your consideration. EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I will only accept if I get refunded the full amount of shipping I was charged. Since the items I did receive were not shipped properly and one poster in this lot is torn, crinkled, and not as it was presented in the auction picture when I was bidding. I had anticipated that my items, being posters, that they would have been shipped in a tube or a box more accurate to accommodate them and to allow for storage; not the huge box that they were shipped in and they were placed on their side diagonally and the more fragile poster thrown in the bottom of the box. Now I have to go out and buy better storage for my items. I still think that there is a sticky fingered employee or miscommunication in this company for me to not get shipped any item from this lot at all; especially since there is at least two people, one including me, missing items from this sale alone, not to mention the possibly of more. I could understand a missing item or two MAYBE but for me to not be shipped anything from this lot at all just doesn’t feel right to me. I am still very disappointed that I did not receive anything from this lot at all! Everything But The House needs to take better care of those items that others have enlisted them to sell for them and to be shipped to the correct buyers. I still would rather have the items I was expecting but since Everything But The House just wants to say that my items just disappeared. I suppose if I had been able to pick up my items on the pickup day that my missing lot would not have been available then either since I didn’t get shipped any item at all from that lot or was it shipped to someone else!?!
Hello,Please see the attachments.Attachment 1 showcases our bidding page all customers utilize to place bids. It showcases a minimum and maximum bid. Attachment 2 showcases how you manually have to enter a max bid as it is typically blank unless you enter a dollar amount.Attachment 3 showcases the immediate view of winning bid placed with a trophy. Below showcases the view of the Max Bid as well that stays on the bidding page. There is also an FAQ Page Link on the bidding process if they had any questions.Attachment 4 showcases the FAQ's associated with the bidding process.With these factors, we believe we have proven that we have handled being forthcoming with our bidders on the process.EBTH
Thank you for the opportunity to respond further to these concerns. The EBTH app does not require that you select a fulfillment option prior to placing a bid, however, the desktop version of the website does, as does the mobile web browser version of the website. This is not a glitch in the system. We do encourage all bidders to review the options on each item before they place bids, however, as they are listed on each item whether you are viewing the listing on the app or the desktop site. [redacted] shared with us that due to her experience bidding on the desktop site, she is aware of how to find her options before bidding. Due to the confusion of the user interface being different on each platform, we were able to accommodate a pickup of all of the items that were won.EBTH made the choice to ban both accounts due to both [redacted] and [redacted] making calls and sending emails on behalf of [redacted]'s account in regards to invoice B-[redacted]. EBTH has a zero-tolerance policy for abusive behavior towards our staff; in recorded calls with [redacted] she stated “we want to be done with you guys.” We found that it would be mutually beneficial to both parties to discontinue our working relationship. We recognize that [redacted] and [redacted] are separate people, however, [redacted] was the representative of [redacted]'s account while making calls and emails to our customer service team, causing the account that was created after [redacted]'s account was deactivated to be deactivated as well. If the Revdex.com requests we can provide the recorded calls and emails that led to the ban of the account.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 has done a good job of research left vs right handed bows. However, they fail to understand that for a recurve bow, the curvature of a recurve bow without a string is opposite of a long bow. Therefore, what they have describe is actually false. If you hold the bows in your left or right hand, you will see that the bows are left handed. 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.] As you can see from the screen shots, there were different addresses in the post. When the moving crew went out the next day, they were able to get there by contacting the person at the location, which they did not have on the first attempt. As a result, I incurred an additional $125 charge in moving costs. I would like that amount refunded.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a [redacted] vase on 1/24, invoice [redacted], for $215. With shipping and sales tax, his total purchase was $258.35. On 2/7, Mr. [redacted] called our customer service department to let us know that the item...
had chips that were not described. He was asked to send photographs to our email address and we received them. The photos were sent to our shipping department and, after some consideration, we let Mr. [redacted] know that the chips he sent pictures of can be seen in the item photographs on 2/28. The chips in question are on the base of the piece. Though they are not listed in the item description, they are photographed and can be seen clearly. We use a combination of description and photography to showcase any flaws items may have. 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 cannot refund Mr. [redacted]. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a 3 PRO 7000 Watt Duel Fuel generator on 7/25 for $536, invoice B-3442590. With the other items purchased and associated sales tax, his total invoice amount was $892.43. This invoice was picked up by Mr. [redacted] on...
7/27 and paid with cash. Mr. [redacted] called later that day to let us know that he received a gasoline only generator as opposed to the propane and gasoline burning generator he purchased. The customer service representative with whom he spoke emailed the team who worked the sale pickup to attempt to locate the pieces. She and Mr. [redacted] have exchanged emails while she has continued to work on a response. EBTH held a large sale of tools, generators and air compressors at the end of July. Because of the scope of this sale, we are still working to inventory the remaining items from this sale. We understand that this has been a frustrating experience for Mr. [redacted] and we would like to offer our apologies for the inconvenience this has caused. While we are working to locate the correct generator, we would like to offer Mr. [redacted] the opportunity to return the incorrect generator to his closest EBTH location in [redacted], KY. Upon EBTH’s receipt of this piece, we will have the accounting department write a check to Mr. [redacted] for $572.18. We will have to issue Mr. [redacted] a check since he paid in cash. When we are able to locate the piece, we will notify Mr. [redacted] and it will be available for pickup at the [redacted] office. If Mr. [redacted] does not wish to return the piece in his possession until we are able to locate his piece, we understand and we will work to ensure that he gets his piece as soon as possible. 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] [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. I have shopped with EBTH since their inception and do plan on continuing to bid on items through their auctions. I'm very happy with the response I have gotten from EBTH and can't wait to do business with them again.
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] ---Hi [redacted] - just a quick note to let you know that David W[redacted] @ everything but the house - has been amazing. I'm so grateful that we were able to work things out. Thank you so much for your involvement. We can close the case. If you need me to amend my Cincinnati Revdex.com complaint I'd be more than happy to do that. Have a wonderful day! [redacted] Sent from my iPadBegin forwarded message:From: [redacted] <[redacted]>Date: July 27, 2016 at 1:16:02 AM PDTTo: David W[redacted] <[redacted]>Subject: Hi there David - Check [redacted] - but here's "the corrected copy"' Thanks for e'thing!! I'll send this to the Revdex.com too. Sorry I didn't get it done sooner I've been swamped today. I'll also be sending you those photos/invoice # you requested. Thanks again [redacted] Hello again. It's [redacted]- the woman who wrote a really bad review about "Everything But The House" a couple of weeks ago. I've got to say I've never amended a [redacted] review but in this particular case I feel that it's only right that I update everybody in the [redacted] community about the positive turn of events regarding one of the most frustrating situations I have found myself in recently. Honestly, I'm completely blown away by one of the VP's that reached out to me. His professionalism and ability to takes lemons and turn them into lemonade amazed me.This turnaround is completely due to the skillful talent & customer-centered focus that Mr. David W[redacted] VP/EBTH possesses. After I wrote that review - I decided I would never shop with them again, knowing full well that EBTH had lost a great long-term customer; me!2 days ago I received an email from Mr. David W[redacted] one of the VPs at EBTH - I explained to him the frustration I had been feeling. How badly I I felt I had been treated by EBTH, and the stress I felt it had caused me. He really listened & then explained to me that EBTH wanted my experience of shopping with them to be fun - but most importantly to be satisfied with what I purchased. If my purchased merchandise arrived broken or was not the quality & condition that was pictured on the website - that I had every reason to ask for a refund and expect my money returned- including shipping and handling costs. He worked with me to remedy the situation and in fact he refunded all invoices with damaged or inauthentic art, including shipping and handling.Re: the fake art that I believed was sold to me on purpose.I realize now that I was wrong. I'm beginning to believe that EBTH was duped too!! The art was behind glass in a beautiful frame when I purchased it. The Glass covering the art shattered during the shipping process. Had the glass on the frame not been broken I sincerely doubt I would've never known that the art was fake. It looked authentic. I'm now coming to believe that's not EBH's fault for selling and shipping it, but maybe it's the homeowner who commissioned EBTH to handle their Estate sale. And, further- perhaps even the homeowner may not have known that they had acquired fake art & have been duped themselves? The art I purchased from EBTH would never have been distinguishable as a fake - unless something unusual like the glass shattering off the frame and one was able to inspect the actual art up close & personal, without the cover of glass.Again from the bottom of my heart - I appreciate & am tremendously grateful for the time and energy David W[redacted] took to get to the bottom of all this. Without his involvement I probably would never bought one more thing from EBTH ever again. But, my faith has been restored- so as long as he's one of The leaders at the helm of EBTH I'm actually planning to go onto their website this weekend, and checkout some of the beautiful things that are available, feeling comfortable once more that my money is safe with them. And, hey, maybe I'll even have a bit of fun knowing that EBTH does care about their clients. Hope this helps to explain my journey from despair to happiness.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I will accept the refund of 50% with the $30 warehouse pickup fee, a total refund of $726.75 as long as it is credited back to my credit card that was used to pay for this item immediately.
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]
[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
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a serigraph on paper on 7/31 for $17, invoice B-[redacted]. With shipping and sales tax, her final invoice total was $38.79. It is shipping to her via [redacted], tracking number [redacted]. This piece was...
only available for shipment from EBTH. Per standard procedure, when the sale ended, shipping was automatically booked and payment was processed on 8/2, within 48 hours of the end of the sale. The 7 day disclaimer Ms. [redacted] referred to exists in regards to customers from whom we are unable to collect payment and pertains to forfeiture. Ms. [redacted]’s serigraph was prepared for shipment on 8/2 and was picked up by [redacted] before the end of business on the same day to be shipped to her in [redacted], MD. Ms. [redacted] called and spoke to our customer service department on 8/2 regarding the change in address for delivery to [redacted], CA. Since the label was already created and the piece had already been moved to our outbound parcels, she was advised to use the [redacted] service [redacted], which allows customers to create accounts with [redacted] and change the address or their shipment details as the need to. We recommend customers use this service because, if they need to change their delivery address, they can avoid fees by changing the piece to a [redacted] store pickup option. When EBTH changes a shipment through [redacted], there is a minimum charge of $13.40 plus the additional transportation fee. Ms. [redacted] chose not to change her address using [redacted]. She was informed that she would be charged at least $13.40 plus the transportation fee, which would be determined by [redacted]. Our shipping department changed Ms. [redacted]’s address, which incurred an accessorial charge of $13.40 and a transportation charge of $47.55, for a total fee of $60.95. This fee was charged to EBTH and passed on to Ms. [redacted] via her invoice, as she was told it would be. The payment for this fee was charged on 8/3. A screenshot of the fee with Ms. [redacted]’s tracking number of [redacted] can be seen in the screen shot “[redacted].png.”When Ms. [redacted] entered her credit card on EBTH, “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.” Ms. [redacted]’s card was charged and her item was sent to the address on file. When she wanted to change the delivery address, she was informed of the fees associated with this change and opted to continue. We are unable to refund Ms. [redacted]. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to EBTH, they are insinuating that I am lying regarding to my shipment based on the last line of their statement:"We cannot, therefore, offer Ms. [redacted] a replacement tray for the one she says is missing. The two offers which stand are a partial refund or a return for a full refund".However, I have no doubt that my case is not an isolated one. If they work in this manner, other clients have likely been cheated as well. Something should be done to avoid this kind of scam.If EBTH can not control their shipment department process, at least they must be responsible and respond with a replacement of the item. That's not the way for companies to create a good reputation and keep clients.Please find attached photos that prove that they DINDT send the item in question. The tray's measurements simply wouldn't fit in the box they delivered. I am willing to take this matter to a higher level if they don't cooperate by sending me my entire purchase, especially after they called me liar.[redacted]
Ms. [redacted] purchased a [redacted] perfume bottle on 11/20 for $14, invoice B-[redacted]. The sale from which Ms. [redacted] purchased this piece was a fundraising sale for the [redacted] Opera. It was held at our distribution center in [redacted], from which the majority of items are only able to be...
shipped. The facility houses thousands of items from most of EBTH’s markets, only a select few of which are made available to be picked up, typically because the size of the piece would incur a fairly high shipping cost. This piece, and all the pieces from this sale, were only available to be shipped. Ms. [redacted] contacted our customer service team via chat on 11/21 regarding the shipping for this item. She expressed her frustration that this item was not available to be picked up since she is a bidder located in [redacted] and the piece was in the [redacted] area. The customer service representative noted that shipping was more than $40 and was able to lower it to $21.23, in an effort to alleviate the cost to Ms. [redacted] somewhat, as well as offering Ms. [redacted] the option to forfeit. Ms. [redacted] chose to forfeit as she did not want to pay the shipping charges. We understand that items that are only able to be shipped from our [redacted] facility can be confusing for some established [redacted] bidders. Ms. [redacted] has been a bidder with EBTH since July 2015, and in that time our model has changed to accommodate our growth. We would like to apologize for the confusion on this. We have issued Ms. [redacted] a full refund of $14.98. We have included four screen shots to show what the item page Ms. [redacted] bid from would have looked like. The first screen shot, “11/2017 Item Thumbnail,” shows the item thumbnails for two items currently live for bidding on EBTH and located at the [redacted] distribution center. As can be seen in this screenshot, the Vintage Trap Kit Balafon has a storefront symbol at the top left corner of the item photo, indicating its availability for pickup. When the bidder hovers over the symbol, it expands to read “Pickup Available,” as can be seen in image “11/2017 Item Thumbnail Expanded.” At this point, we can also see that the Hunting Scene Humidor does not have the shopfront symbol, indicating that it does not have a pickup available. The third screen shot is the item page for the Vintage Trap Kit Balafon, “11/2017 Pick Up,” which shows that the piece is available for local delivery and to be picked up in [redacted] due to the size. This is highlighted by a red box around the pickup options. The final screen shot, “11/2017 Ship Only,” is the Hunting Scene Humidor and it is most like the perfume bottle Ms. [redacted] would have bid on. From this, we can see that the only fulfillment option available is shipping, as is highlighted by the red box. The items used in the example are [redacted] and [redacted].Thank you for your consideration, EBTH
Greetings,The concern shared by the customer here have merit. The sellers daughter took possession of the bowl after the end of sale and our attempts to contact the seller were unsuccessful. The seller stated they wished to keep this item. The seller offered the customer a...
replacement of equal or better value, but we understand the seller's wish to claim the item she won. We have refunded her fully and for the challenges she faced, gave her an EBTH gift card to assist her future purchases. We wish to make this right for the customer and appreciate her business.Thank you.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.
They have never provided merchandise nor have they resolved anything! based on what they are saying it seems like they are trying to use extortion against me...if I stop the bank issue then they will do what ever. Forget that mess. This has not gone on much longer than it should have. Due to them stealing my money. my daughter's high school graduation was ruined....bills could not be paid....this is ridiculous. I think my best action at this time is to contact an attorney and sue them for fraud and ask for compensatory and punitive damages. They are not doing anything to resolve this issue. This is ridiculous! Some one needs to force their hand and stop their fraudulent business practices. They refuse to do what needs to be done to resolve. Calling an attorney again to have them begin the lawsuit! They laugh and lie to you. But do nothing to fix the issue
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 wholeheartedly reject the response from EBTH, not only as an unsatisfactory resolution to the complaint, but also as a completely false account of the situation. Not only have they defrauded me but now they have also libeled me. I absolutely wanted the chair in question as it was represented on-line with a description of “good” with only “wear to sides”. From looking at the only photos provided by EBTH the chair appeared to have pills to the fabric on the side and otherwise appeared to be in good condition. In fact when this item was first posted there were 2 other photos included in the write up which showed 2 obvious cuts in plain white material which didn’t have the pattern of the chair and so I assumed they might be from the bottom of the chair. I reached out to customer service on 3/23/17 to find out if, in fact, these photos showed the bottom of the chair because I wasn’t going to bid on an item that had such damage. They initially responded 3/23/17 at 2:32 PM “Thank you for taking the time to contact us at EBTH.com! One of our agents is looking into it and we will get back to you within 24 hours!” Only after I received an email back from them on 3/24/17 at 9:56 AM confirming that the tears were not for this item: “ Thank you for contacting EBTH! The last two photos are from a different item and will be taken down! Thank you for bringing that to our attention!” that I decided to start bidding on the chair. My first bid for the item was on 3/24/17 at 11:59:49 AM. I have been furnishing my new house and wanted the chair for my guest bedroom. (In fact, I would still take the same Jonathan Adler chair for the same price IF it was in fact in good condition). On 4/1/17 I drove to the warehouse/self-storage facility in a snowstorm to pick up the item because I wanted the item. I brought 3 layers of protective wrap for the item: a large clean white sheet, a thick blanket-type covering with water resistant surface, and an official moving blanket. I also had 2 large rolls of bubble wrap to use to protect the sides in the car from any minor movement while driving. I am extremely careful with and respectful of people’s belongings and have always used the same care when picking up other items I have purchased from EBTH.The EBTH representative, Helgi, brought the chair out to the front of the storage facility and it was only AFTER I looked over the chair and saw how dirty it was and that it actually had noticeable holes in the side (not just wear with pills to the fabric surface) and realized that the item had been completely misrepresented on line with the photos and description, that I told him that I didn’t want the chair and wanted a refund. I explained that the EBTH photos and description were extremely misleading and did not reflect the actual condition: There is no mention of how dirty the item is in the description despite the fact that EBTH routinely comments on this when an item is very dirty or is stained and "would benefit from cleaning". The photos of this chair hide the extent of the damage to the side where there are actual holes in the fabric where stuffing is exposed. I told him I would never had bid on this item at all with the proper description and accurate photo renderings. Helgi said that the condition of the “item was accurate : good because as long as it is STRUCTURALLY good then the item is in good condition" - nothing else is relevant. So as long as the chair isn't wobbly or doesn't collapse when you sit in it, it is in good condition. For an all fabric chair it doesn't matter what the condition is of the outside of the chair, if the item would need to be completely reupholstered, has holes in it or if it is extremely dirty, as long as you can sit down on it and "use it as a chair" it is in good condition. Even if it is worthless. In fact he said he has instructed all of his Boston employees NEVER to comment on the cleanliness of an item and has told them NEVER to put "item would benefit from cleaning” because it is against the rules. I said many items listed on the EBTH site, including items currently up for bid today (4/1/17) - chairs, couches, rugs etc - say " would benefit from cleaning", "stains to fabric", etc to inform the customer of the condition of an item and therefore when absent one could also conclude that it is not in this condition. Also other items on EBTH specifically list when there is pet hair on an item or it it has come from a household with animals - there is clearly thick pet hair on this and I am allergic to cats. He had a computer on site and I offered to show him examples of current items with these exact details but he declined. I have included a few of these examples in my attached documents. He said anyone who puts any of the above descriptions into the online description is "wrong and shouldn't be doing this and is NOT FOLLOWING COMPANY POLICY”. In fact, this is not the case and in fact it is HE who is not following company policy and precedent. One cannot routinely comment on these details such that it is standard practice or to be expected, and then have him completely refuse to do so in the Boston market. How could anyone make any guess as to the condition of the item if the condition is purposely not given or hidden? This is not a fair or equal marketplace. Why not include in the description - torn fabric, holes in the fabric, needs to be cleaned - unless they are purposely trying to mislead? Why not show accurate photos online - unless they are purposely trying to mislead? Yes, Helgi and I disagreed over whether or not it is against company policy to include such information regarding the outside condition or cleanliness of an item ( not just the structure of a piece) in the write up which he claimed was forbidden by company policy. I stand by my assertion that it is not and could not be part of company policy to omit and misrepresent the condition thereby deceiving customers or it would be fraud. He insisted I would not be given a refund and must remove the item. I called customer service from my cell phone while I was with Helgi at the warehouse to lodge a complaint (at 1:16 PM - 8 minute phone call) and detailed the condition of the chair and complained that it was very different than advertised. Therefore I didn’t want the chair in its actual condition; I had been completely mislead and never would have bid on it with honest and accurate information. I said I would leave the chair there and EBTH could have it. I was told they were only covering phones for the weekend but would send me a form for me to fill out. They said I had to remove the chair while awaiting resolution of the dispute.I also detailed my complaint on paper right there, explaining what was wrong with the chair, that it has been entirely misrepresented, and was the reason why I no longer wanted the chair but was told I had to remove it. I signed and then he signed this initial written complaint (see attached document - time stamp of photo is 4/1/17 1:31:48 PM). He still insisted I would not be given a refund and must remove the item. I was told I could not leave it while awaiting a resolution/refund with the company. I then carefully double wrapped the chair with protective coverings before leaving the warehouse and placing it in my vehicle where it was further protected with the moving blanket and bubble wrap. I drove straight from there to an already scheduled appointment I had with my accountant (tax season) a few miles away. I then had a 30+ minute ride home from there in the snowstorm. The chair was removed, still wrapped, and placed inside my house and shortly thereafter I took photos of the condition to accompany the dispute (photo stamp at 2:58:35 PM ). Then shortly thereafter around 3:10 PM I called back customer service to inform them that I had not been emailed the dispute form as promised, discussed the problem once again, and asked to speak with a supervisor. I spoke with Jonathan, I believe, and detailed the entire issue and offered several times to send over (email or text) the photos immediately to him so he could see the real condition of the chair and understand my concerns about keeping such a dirty item in my house and asked again if I could bring the chair back right then, before the warehouse closed at 4 PM. He agreed that it was NOT company policy not to comment on dirt, staines, holes, pet hair, and in fact are routinely listed, but said he was not the one to make any decisions and gave me the information where I should send my photos. He said he had no jurisdiction over Helgi and I could try to bring the chair back but if Helgi still refused it then I was out of luck. I indicated I wasn’t going to drive back in a snowstorm unless he could make sure I was able to leave the chair which he said he wasn’t able to do. And before we had even ended our conversation it was past 3:30 PM and so I informed him that I could no longer make the warehouse before it closed. I then had other things I had to attend to at home but wrote up my complaint and sent it along with the earlier photos by 7 PM that evening. I called EBTH on Monday 4/3/17 and spoke with Becky, not only to find out the status of my complaint regarding the chair, but also to inquire about a picture that I had purchased in February but had not yet been delivered. She was not familiar with the chair complaint and so I detailed the issues at length. She also confirmed what Jonathan had said, that it is not against company policy to comment on the condition of an item, and consumers are normally told of such issues, which is in direct contradiction to what Helgi was claiming. She agreed with my concerns and even commented that when a chair or couch is no longer in good condition, it is actually more expensive to reupholster a chair than to just buy a new chair. She said I would get a call the following day from the team regarding the dispute. Instead I only got an email the following day (4/4/17) from Heather at EBTH indicating that “After discussion with our Boston Project Manager (who is Helgi) and my Supervisors, we are not able to offer you a refund for this chair. “ We feel that this chair was accurately described and the photos showed the condition of the fabric” without any acknowledgement that my photos clearly showed that the chair was not in good condition or that the photos they had posted online were obviously misleading (whether intentional or not).I took great care with the chair at all times, despite the fact that it was in the poor condition at the time I took possession of it and thought ultimately it would be going out to the trash (since I was told EBTH would refuse to take the chair back even if I was given a refund) or returned to EBTH once the dispute had a chance to be heard since the misrepresentations were very obvious. As the adage goes “ a picture is worth a thousand words.” Attached are multiple photographs (not sure if they will all fit in one document and may need to come in several) which all help support my claim. They will show that it is EBTH that was and continues to be be dishonest, not only by first misrepresenting an item (intentionally or not), then by not conceding a mistake had been made in the online representation of the chair after confronted with the facts, but finally (and most disturbing) by falsely accusing me of wrongdoing. I have included the photos that I took just after I arrived home on 4/1/17 at 2:58 PM which clearly show the dirt, stains, holes and cat hair on the chair that were present when I first looked at the chair at the warehouse and complained to Helgi about. They also clearly show why this item would not be considered in “good” condition. The photos speak for themselves. I have also included the photos that EBTH posted online in which these major flaws are not evident or represented accurately. You can see that their photos are washed out so much that they hide the actual flaws I’ve shown existed. The real color in the design of the fabric is bright orange, not very light orange/peach as it mostly appears in their photos. Their photos are also taken from far enough away so that even in their ‘magnified photos’ you cannot see the “grain”/threads of the fabric. Both of these issues conceal the real condition of the chair as detailed above and if not done intentionally, then one would have made sure to include a notation of the dirt, stain, holes and cat hair under the description. But Helgi has already admitted that he wouldn’t have included this information because these flaws do not affect the structure of a chair AND this information is against company policy to include. I have also attached a photo from Polyvore and Pinterest websites of this same Jonathan Adler chair which I recently found online which shows that indeed the color is bright orange, and supports the fact that my photos are a much more accurate rendering of the item. My photos, taken from a simple [redacted], are: 1. not washed out and therefore one can see the dirt, stains and cat hair on the chair and 2. easily show the grain/details of the fabric so that one can see that their is actually quite a bit of damage to the sides, with noticeable tears in the fabric with holes where the stuffing is exposed and in places is actually coming through in long strands. These same photos should have been available to the consumer; if posted, I would never have bid on the item. EBTH claims in their most recent response “No stains were noted in the description or the photographs because there were no stains present on the chair a the time of the removal of the piece from pickup location. We cannot speak to when the stains occurred, but they are not on the chair when (the customer) picked them up”, implying that somehow the stains seen in my photos only appeared after I removed the item from the warehouse and also implying that stains, if present, would have been included in the description (and also should have been included). I continue to assert that if the stains (which were already present at the warehouse) had been included on the description I would not have bid on the item. EBTH is also claiming that I “began to pull at the wear to the side, adding to the damage,” after I decided I just didn’t want the item. This is false on all accounts. It is outrageous and frankly a dangerous scare tactic to falsely accuse me of “damaging an item” and lying about the state of the item at the warehouse. Yesterday I took their own online photos from their website (Revdex.com can do exactly the same thing), was able to blow them up on apple iPhoto and darken them to closer match the actual color of the real fabric and have included these as well in the attachments to show you that with this manipulation you can actually see that the dirt, stains, holes and cat hair, were all present on the chair at least as of 3/23/17 (when their photos were available on line for customers to view) and indeed correspond to my photos and show that I have been completely truthful and EBTH has falsely accused me of misrepresenting the facts in the case. The screen shot of the photos I have from their web site shows a date of 3/29/17 @8:18 PM because I believe this is the last date this site was active . However, they are able to disguise the real condition of the chair in the photos posted online by taking the photos from a distance and washing out the photos. I agree that the photos they posted on line for their customers to view show the item to be in good condition - it is only after investigative work with the iPhoto application that one can start to uncover and see the flaws they are trying to hide. No one should have to do this. I maintain that my photos 100% reflect the condition of the chair at the time I viewed it on site at the warehouse and only after realizing the true condition of the chair did I then say I did not want the chair. And in fact I did the reverse experiment yesterday where I showed how I could also take photos of the chair and by simply making the photo lighter could make the stains disappear and larger holes less obvious, same as EBTH did. They claim the awful stains I showed are new and the holes were made worse and therefore should be evident in the new photos - same as they claim any stains would have been evident in their washed out photos but “weren’t noted in the photographs because they weren’t present”- but aren’t. These photos are date stamped 4/6/17 @1:54:49 PM. EBTH has clearly stated that “no stains were present” as of 1:30 PM on 4/1/17, before the chair was taken from the warehouse, but in fact were at least present as of 3/23/17 and so not only have they lied to me and the Revdex.com about the presence of the stains but then claim I was the one who lied when I reported the stains being present at the warehouse . I would also seem logical then to conclude that they intentionally mislead the consumer by posting washed out photos and photos taken from a distance to hide flaws, since they are claiming the flaws didn’t exist when they actually did and must have known they did. Look at the clarity and details of just the grain of the fabric itself in my photos, and you can understand why my photos more clearly show the flaws compared with theirs that I had to darken and blow up and are more out of focus with magnification because they were taken from further away. EBTH should post photos online which are accurate representations of the item and the consumer should not have to use a photo program to find the flaws they are trying to hide. Or if for some reason EBTH does not know how to take accurate photos then they have a duty to disclose the flaws in the written description.I couldn’t have been more honest, transparent and timely with my concerns/complaint. I offered to leave the chair in their possession while awaiting a resolution before ever leaving with it. To even suggest that I “damaged the item” in any way or misrepresented the facts in any way as I have presented them here is categorically false and is libel.I also fully stand behind my behavior. I had a right to dispute the condition of the item at the warehouse and question Helgi’s statement that is was against company policy to disclose information on the cleanliness/outside condition of an item. I called customer service several times to explain my concerns in an attempt to resolve the issue. I was the onethat was met not only with unprofessional behavior but lied to by Helgi, several customer service representatives, and most recently by the representative who responded to this Revdex.com inquiry . I am rightfully frustrated and dismayed by their tactics, and probed for answers that I never got. I certainly voiced my frustration but was never unprofessional. Below is a detailed account of the phone conversations I had with customer service on 4/4/17 which are entirely appropriate. Frankly, I think anyone would be frustrated by their responses/actions. I also have recordings as well if the Revdex.com requests them. :After getting an email from EBTH on 4/4/17 which was an inadequate response to my complaint that did not address my concerns, I called and asked who I had spoken with the day before, not remembering Becky’s name, and was told it was Lex, by mistake. So instead of having to explain the entire issues surrounding the complaint to a 5th person, I asked to speak with Lex (thinking she was Becky who had been very reasonable and personable on the phone the day before) but was told Lex was on another line and was unavailable but would call back once she was off the phone. I then asked to speak with a supervisor but was told they had all left and gone home for the day at 5, despite EBTH being open until 6. However, during 2 subsequent phone calls over the next hour trying to reach Lex, I was told differing stories about the supervisors. Now instead of them already leaving, they were actually present but were either unable or unwilling to talk with me (because the dispute had already been decided and so I would not be able to speak with a supervisor). I was told at least twice that Lex would call me as soon as she was off the phone but she never did. So I had my parter call from his phone and ask for her without reference to me. She called him back immediately but then as soon as I got on the phone and gave my name she said she couldn’t hear anything, would call back and hung up on me. Not surprisingly she never called back. Then I spoke with Jade who reiterated that the decision was final, period and would not address my photos in any way or even acknowledge them, despite me asking this several times, and she hung on me. I learned from Jade that it was in fact Becky I had wanted to speak with and she worked after 6 PM so I called back after 6 hoping to speak with her but she wasn’t working. In trying to give the employee the invoice # she requested I realized I was suddenly unable to access my account. The site had a message “please call customer service regarding your account” but when I kept explaining this to her and then her supervisor they said the issue was on my end and had nothing to do with them and I could in fact access my account. I explained that I had to have access to my invoices because I was still awaiting a shipment for an expensive item I had purchased in February. The supervisor insisted EBTH was not preventing me from accessing my account, would not look into it and hung up on me. I was only informed that indeed my account had been disabled, as I claimed, after I filed a complaint with the Revdex.com and it was part of their last response. I have been given the run around, falsehoods, conflicting (and contradictory) information, was hung up on at least 3 times and then accused of vandalism and deceipt. I cannot imagine ever being treated this way for bringing a legitimate complaint with substantiating evidence.To reiterate, I couldn’t have been more honest, transparent and timely with my concerns/complaint. I offered to leave the chair in their possession while awaiting a resolution before ever leaving with it. I have shown how the condition of the chair was grossly misrepresented and feel I am entitled to a refund. For EBTH to suggest that I “damaged the item” in any way or misrepresented the facts as I have presented them is categorically false and is libel.
Thank you for the opportunity to respond to these concerns. Ms. [redacted] and her brother, [redacted], held a sale with us in September 2016. Mr. [redacted] was the contract holder, but we worked closely with both. The sale, invoice [redacted], contained 71 items and had a net proceeds of $2,579....
EBTH kept a 35% commission of $902.65. This commission is to help offset the cost of the labor involved in the sale. The additional fees were a 3% reimbursement of credit card transactions, per the contract, totaling $73.34 and a [redacted] removal fee of $897.60. The final check written to the [redacted] family was $705.41.We spoke with the team in [redacted] about this sale. They let us know that, unfortunately, there were many pieces in this sale that ended up being unsellable based on their condition. The [redacted] service is agreed upon prior to the signing of the contract. Due to the overall condition of the home and the items in it, [redacted] removed two 3 ton truck loads from the house, which cost the $897.60 fee. The remaining items which we sold were presented to our bidder base of several hundred thousand active bidders for seven days. The items were mostly antiques, which can have mixed auction results. We did not give the [redacted] family any financial expectation or estimate. We agreed to sell the items in the sale in a competitive environment, which we did, and we indicated that we hoped to have a successful sale. While we always hope our sales are successful, we cannot guarantee the final proceeds of any sale given the nature of the auction industry. EBTH is a fully licensed auction house. We operate within all state and local guidelines where we have markets. Shill bidding or fake bidding are illegal practices in our industry and are, therefore, not practices in which we engage. Each item we sell is sold on behalf of a client. We are contractually obligated to catalog, photograph, and host each item for sale for 7 days and ensure fulfillment to the buyers. We are sorry the [redacted] family was not satisfied with the results of the sale of their parents’ belongings.Thank you for your consideration. EBTH