The complaint against EBTH is their lack of informing the consumer of the maximum bid and bid submitted via email after the initial bid. They also do not inform customers of the status of the bid on the last day. The error of $500.00 maximum bid was never shown to me when checking their website. EBTH advertises their auction items to the consumer via email. Open any item on their website and the consumer will be emailed that it is the last day to bid on that item. The numerous times I checked this auction , could of been from EBTH advertisement. I have no compactly to check my email to verify this action.The earrings are worth $150.00 and would never havebut a maximum bid of $500.00.this is a error. The original bid was never forward to me.Other online auction houses email your first bid for your reference. EBTH does not inform the consumer and I hope this complaint will accomplish this practice.Thank you, [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. Mr. [redacted] purchased two pieces of jewelry, a pair of diamond and gold earrings for $114 and a gold herringbone link necklace for $160, from EBTH on 7/30 for $274, invoice B-[redacted]. The final invoice total, with shipping and sales...
tax, was $332.86.When bidding on these pieces, a shipping quote was generated for the herringbone bracelet at 7:30 am on 7/26 to his zip code of [redacted], when the bid for the piece was at $1. Please see attached screen shots “[redacted] Bracelet Shipping” and “[redacted] Bracelet Bids.” Beneath every quote, there is a disclaimer that reads “Final quote may vary due to insurance for items valued over $100,” as can be seen in the screenshot “Shipping Quote Disclaimer.” At no point during bidding was another shipping quote for Mr. [redacted]’s zip code generated. Additionally, at no point during bidding was a shipping quote for Mr. [redacted]’s zip code generated for the earrings. Had Mr. [redacted] sought a shipping quote for each item after the close of the items, he would have quoted each item at $21.21, with a final shipping quote of $42.42. These pieces cost $19.26 for transit, $17.76 for custom packing, and $5.40 for insurance, as is shown in screen shot “[redacted] Final Quote.”We cannot adjust Mr. [redacted]’s shipping cost. Thank you for your consideration,EBTH
Hello Revdex.com,We will own this one. Our customer sent in a ticket on the day of the pick up (4/4 ticket #171895) about alternate pickup due to inclement weather. We responded the next morning as it was after business hours. Project Managers were contacted about an alternate pick-up...
time. The customer never received a response and was then charged shipping on 4/8. Customer Service arranged with our Operations Staff in Boston to have the items from invoice [redacted] brought to her pick up that is scheduled tomorrow for a different sale. We also refunded the shipping and issued a $20 Gift Card. We look forward to doing business with her in the future.Thank you for the opportunity to make this right!
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
Thank you for the opportunity to respond to these concerns. Items purchased on EBTH each have a designated shipping quote. That is the amount that it will typically cost to ship an item. As stated, we combine shipping when and where we can, but we are not always able to do this. Ms. [redacted]...
purchased six flat prints from EBTH on 1/22 for $120. The estimated shipping cost was $120.73, which she ended up paying. She reached out to EBTH regarding combining shipping for the prints and spoke with [redacted], one of our customer service specialists. [redacted] reached out to our shipping team, who told her that the shipping quote was accurate. She did everything in her power to meet Ms. [redacted]’s request, but was unable to. Unfortunately, the information the CS rep was given was inaccurate. We looked into the shipping cost and we have been able to lower the cost of shipping to $37.91. This is a difference of $82.82, which we have refunded. We did charge Ms. [redacted] for her purchase on 1/24, per the email we sent her when her invoice was ready to be paid. In that invoice, we said “If you are unable to indicate your fulfillment of choice by Monday, January 23rd 2017 @ 10:47pm EST, we will automatically select the shipping option and the credit card you have on file will be charged.” This was an automatic process which occurred and had nothing to do with her dispute or the customer service representative. The failure to pay clause cited from our terms and conditions by Ms. [redacted] applies to the instances of forfeiture on the part of buyers. While negative reviews exist online, our buyers’ positive experiences far outweigh their negative ones. We sell thousands of items in hundreds of sales monthly. Our customer service team works hard to address all concerns brought forth by customers. Ms. [redacted]’s experience was no exception to that policy. We would like to extend our sincere apologies to Ms. [redacted]. We understand that it can be frustrating to be given inaccurate information and we have made every effort to correct that. We have processed her refund and she should see it in her account in the next few days.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a [redacted] clown jar for $400 on 11/30. She reached out to our customer service department with concerns over the condition of the item. She said it was in worse condition than we described. The large crack in...
the inner lid of the item was as described, but our customer service team issued Ms. [redacted] a courtesy partial refund of $60. When she was still unsatisfied, she was offered an additional $20 partial refund. Ms. [redacted] refused this partial refund, instead choosing to file a dispute with her credit card company. Ms. [redacted] also sent the clown jar back to our Cincinnati warehouse despite being told we could not take the piece back. Since she has filed a dispute with her card, we will not be sending the piece back. We also cannot reimburse her for any shipping charges she incurred in sending the piece back to us. Ms. [redacted] purchased a terra cotta compote for $2700 on 2/8. After purchasing, she did bring to our attention the previous auction listing on another site. Initially we did stand behind our assessment of the item as our catalogers are highly trained. Upon further inspection, we were able to determine that the associated stress fractures were consistent with the item having been professionally restored. The restoration is skillfully done and nearly imperceptible. Because the item is a contemporary piece, we mistakenly assumed it would not have been restored and, therefore, did not look for signs of restoration. We would like to offer our sincere apologies to Ms. [redacted] regarding this. We have issued her a full refund of $3018.02 which is the purchase price and applied sales tax. We have offered the item to the underbidder with the new information of the condition restored. Should the underbidder not want the piece, we are planning to resell this item with the updated information in the listing. We work hard to rectify any issues that arise regarding inconsistencies in condition or misrepresentation. 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.
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]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Thank you for the opportunity to respond to these concerns. Our team has looked into this and...
we see two attempts at payment on Mr. [redacted]’s invoice, both initiated by Mr. [redacted] when he was paying for our item, on 12/03. The first payment attempt was conducted at 12:09 pm and shows in our system as a failed payment due to “Read Timeout.” The second payment shows in our system at 12:10 pm as an online payment on Visa [redacted] for $398. Based on the information provided to us by Mr. [redacted], these were both successful charges, though they do not appear to be on our end. It appears as though, when Mr. [redacted] attempted to pay, the transaction timed out before it was completed, causing the money to be debited from his account without reaching us. Our IT team is looking into why this may have happened. As we informed Mr. [redacted] yesterday, our accounting department is unable to refund the $398 for the second charge since we did not actually receive the money. He is able to dispute the charge with his bank. The correct charge to dispute is the oldest on his statement. This is the appropriate course of action as the timeout occurred during the bank’s activity in the transaction. We have included both the screenshot of the double charge sent to us by Mr. [redacted] and the screenshot of our payment system. Thank you for your consideration, EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]These people are unbelievable. The missing package that was miraculously "found"I Denver on Monday (20 miles away) still has not managed to "find" it's way to me in Broomfield, 20 miles away after five full days. And, of course, the lies prevail for there is still no tracking number.I have contacted my credit card company and they have correctly cancelled the payment exacted from me by these people.
As to their gift certificate....it was declined. Want nothing to do with EBTH. They are incompetent thieves and liars as far as I am concerned. Wish they'd leave me alone.
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 ok to me. It is amazing that they cannot locate the item to get it delivered. I made 4 phone calls and found my items. They were delivered to me on 09/06/2016. I am very disappointed with EBTH.
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]
THEY ARE LYING LYING LYING-----they have never called -----forget this crap I will call an attorney and sue them. I will close these pieces pieces of [redacted] down!!!!!!!! THey steal from everyone and no one makes them accountable. I already have an attorney ready to file a class action lawsuit. Since they will not do the right thing when they are sued they will realize that their deceptive ways will not be tolerated. I will begin my campaign against them TODAY!!!!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased an [redacted] Professional Stainless Steel Wristwatch on 7/30 for $976, invoice B-[redacted]. With shipping and sales tax, his final invoice total was $1073.10. A direct link to the listing of the watch can...
be found here: [redacted]As can be seen in the included listing, the watch is not listed as being a men’s or a women’s watch. Instead, the features and measurements of the watch are described. This piece, like all watches sold by EBTH, was evaluated and verified by an independent Certified Master Electronic Watchmaker. The watch measures, according to the listing, as 29.00 mm lug to lug, 34.10 mm case to case, and with a bracelet length of 6.00” including the case. EBTH does not list watches with an associated gender. Mr. [redacted] reached out to our customer service department on 8/3 to inform us that he believed the watch to be a women’s watch. The customer service representative with whom he spoke reached out to the gemology department regarding a possible return. Because watches are not listed as being men’s or women’s watches, Mr. [redacted]’s assertion that the watch is a women’s watch is not grounds for a return. The customer service representative told this to Mr. [redacted], who escalated the call to our escalations specialist. When our escalations specialist spoke with Mr. [redacted], he reiterated that we would not be allowing the piece to be returned. Mr. [redacted] verified that the watch matched the dimensions listed when he bid on it. We cannot offer a return to Mr. [redacted]. We encourage all bidders to research items before bidding on them. In researching [redacted] watches, we were able to determine that they are primarily marketed as men's watches or unisex watches. This is not a watch style marketed to women. Mr. [redacted] can easily purchase additional links to the bracelet so it can be worn comfortably.?Thank you for your consideration. EBTH
Thank you for the opportunity to respond to these concerns.Bidding on this item closed on 8/16. On 8/14, Ms. [redacted] quoted shipping on this piece at $36.84 to her shipping zip code of [redacted] twice, as can be seen in the included screen shots. Per the terms and conditions, “your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTH. If you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.” Based on this clause, in placing her bid, Ms. [redacted] agreed to purchase the item with the $36.84 shipping cost. When Ms. [redacted] contacted our customer service department, this was explained to her and her initial request to lower the cost was denied. It was only when it became apparent that there had been a mistake in the coding of the weight of the item that we were able to issue a partial refund. Ms. [redacted] received the rug for a total of $38, with $22 in the item coast and $16 in the shipping cost. Because she agreed to pay for all shipping costs when she agreed to the terms and conditions and placed her winning bid on this piece, we cannot refund her further. Thank you for your consideration,EBTH
#454545} Thank you for the opportunity to respond to these concerns. National regulation prohibits the interstate sale of tortoise and turtle shell items. Because of this, EBTH should not have taken the lamp from Mr. [redacted]’s sale in New York to our warehouse in Ohio. Unfortunately, at the time of this, we did not realize we could not sell the shell lamp. When we determined that we couldn’t, we did send it back. We can only offer credit for comparable items found on our website. This is the price that those items could have been expected to fetch had they gone to auction. After comparing the attached photograph of the lamp with our comparable items. we are prepared to offer Mr. [redacted] a gift card for $200 for use on a future item. We have sold two unrestricted large reptile shells in the past, and this offer is based on those prices. [redacted] We would like to have Mr. [redacted] send us pictures of the damage to the lamp, as well as the packaging. Thank you for your consideration EBTH
Thank you. I appreciate you sending this information. I still believe it is in the consumers best interest that they are made aware of the business practices of EBTH. It is clear that they may not have openly lied during the process, they certainly misled and most people will believe a lie thru omission is still a lie. They new my property was in [redacted], they visited the property but they kept throwing other details at me. Oh, its outside of Lexington or Cincinnati so I have to get a mover............Oh, its outside of Cincinnati so its a 45% commission.............at what point do we say.............this is bait and switch. EBTH would have me believe its ok because I didn't sign a contract so it can't be bait and switch. I think we all know that is not the spirit of the laws. I urge the Revdex.com to take action against the company to prevent others from having my experience. Thank you and Sincerely. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. EBTH should really consider their operational procedures and work to fulfill their posted terms. A customer should not have to complain to get a shipment but it should be their main priority.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. [redacted] purchased a 14k yellow gold cabochon [redacted] ring on 3/30 for $326, invoice [redacted]. With shipping, sales, and a $20 coupon, the final total was $345.95. This piece was photographed, assessed and cataloged by a...
member of our gemology team, as all of our fine jewelry is. Each gemologist on the team is a Graduate Gemologist from the Gemological Institute of America, where they were trained to use gemological equipment and procedures to identify and grade gemstones. They are highly qualified and able to make the assessment. When we photograph items, they are photographed under professional lighting with a professional camera. Lighting can have an effect on an item, but the photos are not enhanced or changed in any way. We strive to represent each item accurately. [redacted] sent us a photo he took of the ring with a cell phone camera in poor lighting. Our gemology team has verified that this piece is authentic and was not manipulated. We cannot issue [redacted] a refund. Thank you for your consideration. EBTH
The complaint against EBTH is their lack of informing the consumer of the maximum bid and bid submitted via email after the initial bid. They also do not inform customers of the status of the bid on the last day. The error of $500.00 maximum bid was never shown to me when checking their website. EBTH advertises their auction items to the consumer via email. Open any item on their website and the consumer will be emailed that it is the last day to bid on that item. The numerous times I checked this auction , could of been from EBTH advertisement. I have no compactly to check my email to verify this action.The earrings are worth $150.00 and would never havebut a maximum bid of $500.00.this is a error. The original bid was never forward to me.Other online auction houses email your first bid for your reference. EBTH does not inform the consumer and I hope this complaint will accomplish this practice.Thank you, [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. Mr. [redacted] purchased two pieces of jewelry, a pair of diamond and gold earrings for $114 and a gold herringbone link necklace for $160, from EBTH on 7/30 for $274, invoice B-[redacted]. The final invoice total, with shipping and sales...
tax, was $332.86.When bidding on these pieces, a shipping quote was generated for the herringbone bracelet at 7:30 am on 7/26 to his zip code of [redacted], when the bid for the piece was at $1. Please see attached screen shots “[redacted] Bracelet Shipping” and “[redacted] Bracelet Bids.” Beneath every quote, there is a disclaimer that reads “Final quote may vary due to insurance for items valued over $100,” as can be seen in the screenshot “Shipping Quote Disclaimer.” At no point during bidding was another shipping quote for Mr. [redacted]’s zip code generated. Additionally, at no point during bidding was a shipping quote for Mr. [redacted]’s zip code generated for the earrings. Had Mr. [redacted] sought a shipping quote for each item after the close of the items, he would have quoted each item at $21.21, with a final shipping quote of $42.42. These pieces cost $19.26 for transit, $17.76 for custom packing, and $5.40 for insurance, as is shown in screen shot “[redacted] Final Quote.”We cannot adjust Mr. [redacted]’s shipping cost. Thank you for your consideration,EBTH
Hello Revdex.com,We will own this one. Our customer sent in a ticket on the day of the pick up (4/4 ticket #171895) about alternate pickup due to inclement weather. We responded the next morning as it was after business hours. Project Managers were contacted about an alternate pick-up...
time. The customer never received a response and was then charged shipping on 4/8. Customer Service arranged with our Operations Staff in Boston to have the items from invoice [redacted] brought to her pick up that is scheduled tomorrow for a different sale. We also refunded the shipping and issued a $20 Gift Card. We look forward to doing business with her in the future.Thank you for the opportunity to make this right!
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
Thank you for the opportunity to respond to these concerns. Items purchased on EBTH each have a designated shipping quote. That is the amount that it will typically cost to ship an item. As stated, we combine shipping when and where we can, but we are not always able to do this. Ms. [redacted]...
purchased six flat prints from EBTH on 1/22 for $120. The estimated shipping cost was $120.73, which she ended up paying. She reached out to EBTH regarding combining shipping for the prints and spoke with [redacted], one of our customer service specialists. [redacted] reached out to our shipping team, who told her that the shipping quote was accurate. She did everything in her power to meet Ms. [redacted]’s request, but was unable to. Unfortunately, the information the CS rep was given was inaccurate. We looked into the shipping cost and we have been able to lower the cost of shipping to $37.91. This is a difference of $82.82, which we have refunded. We did charge Ms. [redacted] for her purchase on 1/24, per the email we sent her when her invoice was ready to be paid. In that invoice, we said “If you are unable to indicate your fulfillment of choice by Monday, January 23rd 2017 @ 10:47pm EST, we will automatically select the shipping option and the credit card you have on file will be charged.” This was an automatic process which occurred and had nothing to do with her dispute or the customer service representative. The failure to pay clause cited from our terms and conditions by Ms. [redacted] applies to the instances of forfeiture on the part of buyers. While negative reviews exist online, our buyers’ positive experiences far outweigh their negative ones. We sell thousands of items in hundreds of sales monthly. Our customer service team works hard to address all concerns brought forth by customers. Ms. [redacted]’s experience was no exception to that policy. We would like to extend our sincere apologies to Ms. [redacted]. We understand that it can be frustrating to be given inaccurate information and we have made every effort to correct that. We have processed her refund and she should see it in her account in the next few days.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a [redacted] clown jar for $400 on 11/30. She reached out to our customer service department with concerns over the condition of the item. She said it was in worse condition than we described. The large crack in...
the inner lid of the item was as described, but our customer service team issued Ms. [redacted] a courtesy partial refund of $60. When she was still unsatisfied, she was offered an additional $20 partial refund. Ms. [redacted] refused this partial refund, instead choosing to file a dispute with her credit card company. Ms. [redacted] also sent the clown jar back to our Cincinnati warehouse despite being told we could not take the piece back. Since she has filed a dispute with her card, we will not be sending the piece back. We also cannot reimburse her for any shipping charges she incurred in sending the piece back to us. Ms. [redacted] purchased a terra cotta compote for $2700 on 2/8. After purchasing, she did bring to our attention the previous auction listing on another site. Initially we did stand behind our assessment of the item as our catalogers are highly trained. Upon further inspection, we were able to determine that the associated stress fractures were consistent with the item having been professionally restored. The restoration is skillfully done and nearly imperceptible. Because the item is a contemporary piece, we mistakenly assumed it would not have been restored and, therefore, did not look for signs of restoration. We would like to offer our sincere apologies to Ms. [redacted] regarding this. We have issued her a full refund of $3018.02 which is the purchase price and applied sales tax. We have offered the item to the underbidder with the new information of the condition restored. Should the underbidder not want the piece, we are planning to resell this item with the updated information in the listing. We work hard to rectify any issues that arise regarding inconsistencies in condition or misrepresentation. 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.
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]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Thank you for the opportunity to respond to these concerns. Our team has looked into this and...
we see two attempts at payment on Mr. [redacted]’s invoice, both initiated by Mr. [redacted] when he was paying for our item, on 12/03. The first payment attempt was conducted at 12:09 pm and shows in our system as a failed payment due to “Read Timeout.” The second payment shows in our system at 12:10 pm as an online payment on Visa [redacted] for $398. Based on the information provided to us by Mr. [redacted], these were both successful charges, though they do not appear to be on our end. It appears as though, when Mr. [redacted] attempted to pay, the transaction timed out before it was completed, causing the money to be debited from his account without reaching us. Our IT team is looking into why this may have happened. As we informed Mr. [redacted] yesterday, our accounting department is unable to refund the $398 for the second charge since we did not actually receive the money. He is able to dispute the charge with his bank. The correct charge to dispute is the oldest on his statement. This is the appropriate course of action as the timeout occurred during the bank’s activity in the transaction. We have included both the screenshot of the double charge sent to us by Mr. [redacted] and the screenshot of our payment system. Thank you for your consideration, EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]These people are unbelievable. The missing package that was miraculously "found"I Denver on Monday (20 miles away) still has not managed to "find" it's way to me in Broomfield, 20 miles away after five full days. And, of course, the lies prevail for there is still no tracking number.I have contacted my credit card company and they have correctly cancelled the payment exacted from me by these people.
As to their gift certificate....it was declined. Want nothing to do with EBTH. They are incompetent thieves and liars as far as I am concerned. Wish they'd leave me alone.
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 ok to me. It is amazing that they cannot locate the item to get it delivered. I made 4 phone calls and found my items. They were delivered to me on 09/06/2016. I am very disappointed with EBTH.
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]
THEY ARE LYING LYING LYING-----they have never called -----forget this crap I will call an attorney and sue them. I will close these pieces pieces of [redacted] down!!!!!!!! THey steal from everyone and no one makes them accountable. I already have an attorney ready to file a class action lawsuit. Since they will not do the right thing when they are sued they will realize that their deceptive ways will not be tolerated. I will begin my campaign against them TODAY!!!!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased an [redacted] Professional Stainless Steel Wristwatch on 7/30 for $976, invoice B-[redacted]. With shipping and sales tax, his final invoice total was $1073.10. A direct link to the listing of the watch can...
be found here: [redacted]As can be seen in the included listing, the watch is not listed as being a men’s or a women’s watch. Instead, the features and measurements of the watch are described. This piece, like all watches sold by EBTH, was evaluated and verified by an independent Certified Master Electronic Watchmaker. The watch measures, according to the listing, as 29.00 mm lug to lug, 34.10 mm case to case, and with a bracelet length of 6.00” including the case. EBTH does not list watches with an associated gender. Mr. [redacted] reached out to our customer service department on 8/3 to inform us that he believed the watch to be a women’s watch. The customer service representative with whom he spoke reached out to the gemology department regarding a possible return. Because watches are not listed as being men’s or women’s watches, Mr. [redacted]’s assertion that the watch is a women’s watch is not grounds for a return. The customer service representative told this to Mr. [redacted], who escalated the call to our escalations specialist. When our escalations specialist spoke with Mr. [redacted], he reiterated that we would not be allowing the piece to be returned. Mr. [redacted] verified that the watch matched the dimensions listed when he bid on it. We cannot offer a return to Mr. [redacted]. We encourage all bidders to research items before bidding on them. In researching [redacted] watches, we were able to determine that they are primarily marketed as men's watches or unisex watches. This is not a watch style marketed to women. Mr. [redacted] can easily purchase additional links to the bracelet so it can be worn comfortably.?Thank you for your consideration. EBTH
Thank you for the opportunity to respond to these concerns.Bidding on this item closed on 8/16. On 8/14, Ms. [redacted] quoted shipping on this piece at $36.84 to her shipping zip code of [redacted] twice, as can be seen in the included screen shots. Per the terms and conditions, “your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTH. If you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.” Based on this clause, in placing her bid, Ms. [redacted] agreed to purchase the item with the $36.84 shipping cost. When Ms. [redacted] contacted our customer service department, this was explained to her and her initial request to lower the cost was denied. It was only when it became apparent that there had been a mistake in the coding of the weight of the item that we were able to issue a partial refund. Ms. [redacted] received the rug for a total of $38, with $22 in the item coast and $16 in the shipping cost. Because she agreed to pay for all shipping costs when she agreed to the terms and conditions and placed her winning bid on this piece, we cannot refund her further. Thank you for your consideration,EBTH
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#454545} Thank you for the opportunity to respond to these concerns. National regulation prohibits the interstate sale of tortoise and turtle shell items. Because of this, EBTH should not have taken the lamp from Mr. [redacted]’s sale in New York to our warehouse in Ohio. Unfortunately, at the time of this, we did not realize we could not sell the shell lamp. When we determined that we couldn’t, we did send it back. We can only offer credit for comparable items found on our website. This is the price that those items could have been expected to fetch had they gone to auction. After comparing the attached photograph of the lamp with our comparable items. we are prepared to offer Mr. [redacted] a gift card for $200 for use on a future item. We have sold two unrestricted large reptile shells in the past, and this offer is based on those prices. [redacted] We would like to have Mr. [redacted] send us pictures of the damage to the lamp, as well as the packaging. Thank you for your consideration EBTH
Thank you. I appreciate you sending this information. I still believe it is in the consumers best interest that they are made aware of the business practices of EBTH. It is clear that they may not have openly lied during the process, they certainly misled and most people will believe a lie thru omission is still a lie. They new my property was in [redacted], they visited the property but they kept throwing other details at me. Oh, its outside of Lexington or Cincinnati so I have to get a mover............Oh, its outside of Cincinnati so its a 45% commission.............at what point do we say.............this is bait and switch. EBTH would have me believe its ok because I didn't sign a contract so it can't be bait and switch. I think we all know that is not the spirit of the laws. I urge the Revdex.com to take action against the company to prevent others from having my experience. Thank you and Sincerely. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. EBTH should really consider their operational procedures and work to fulfill their posted terms. A customer should not have to complain to get a shipment but it should be their main priority.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. [redacted] purchased a 14k yellow gold cabochon [redacted] ring on 3/30 for $326, invoice [redacted]. With shipping, sales, and a $20 coupon, the final total was $345.95. This piece was photographed, assessed and cataloged by a...
member of our gemology team, as all of our fine jewelry is. Each gemologist on the team is a Graduate Gemologist from the Gemological Institute of America, where they were trained to use gemological equipment and procedures to identify and grade gemstones. They are highly qualified and able to make the assessment. When we photograph items, they are photographed under professional lighting with a professional camera. Lighting can have an effect on an item, but the photos are not enhanced or changed in any way. We strive to represent each item accurately. [redacted] sent us a photo he took of the ring with a cell phone camera in poor lighting. Our gemology team has verified that this piece is authentic and was not manipulated. We cannot issue [redacted] a refund. Thank you for your consideration. EBTH