Hello,We waited on responding to this one after trying multiple times to reach the customer. When reading over the notes and challenges, we did make an error in the credit process, that unfortunately was emailed to the customer. It was corrected and we have fully refunded her. We...
always wish to make things right for the customer and offered her other options to pick up the items. When we couldn't link up, we granted the credit. We wish to have another opportunity with Ms. Nelson. If she wishes to speak with me directly, my name is [redacted] and I'm one of the Vice Presidents at EBTH and hope to have the chance to speak with her to hear her out.[redacted] Thank you.
Thank you for the opportunity to further respond to these concerns. In our last response, we informed Mr. [redacted] that he would have to reach out to his bank as we did not receive the funds in the initial failed transaction. Our accounting department was unable to refund the money. In the interim, we have had our technical support team looking into why this could have happened. It took several days, but they were able to determine that the transaction actually failed at our credit card processors. The money was debited from Mr. [redacted]’s account but never actually made it to EBTH, instead being suspended with the processing company. When we alerted them to this issue, they refunded Mr. [redacted]. He should be able to see the refund soon. 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 made several false statements. At no time was I offered a refund until AFTER I filed a complaint with Revdex.com. The email from 7/30 did not offer a refund. I still have the email. Before I ever contacted Revdex.com I checked the status of my item. It was shown as PACKED. It was never mailed, I received no email stating that the item had been mailed, no tracking number. After I filed my complaint with EBTH I checked the status of my package which was changed from packed to cancelled. It showed that $10.83 was refunded. I have received no refund from EBTH yet. They never responded to me until Revdex.com intervened. I have received an email with the gift certificate. I won't do business with them again.
Regards,
[redacted] Twigg
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.
Once again I am sorry that EBTH has decided to discontinue our relationship. Errors happen and in the past EBTH has owned up to those errors. Why that have picked this item to make a stand on a mismeasurement that is easily proven to be just that. If EBTH would humor me and provide the measurements that were used to determine the weight of the diamond pendant I could compare them to the independent GG measurements we have sought out. Hopefully EBTH will reconsider in the future and reinstate my account.
Regards,
[redacted]
We have reviewed this concern. Our Logistics' Director and his staff have traveled over our shipping vendor today to personally look for her items. They found it in the packing queue and moved it to the front of the queue to move to the buyer. It was picked up by the vendor on...
October 26th, so we are 4 days overdue. We have refunded the customer for the inconvenience. We have a tracking number for [redacted]. 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.We would thank EBTH for their offer to return and review the ring but are not satisfied with "their experts" reviewing the ring. We have asked for a copy of their INDEPENDENT Gemologists report and still not received. EBTH also has a history of annotating "minor markings throughout" and would anticipate a similar response. We will accept a full / unconditional return.
Regards,
[redacted]
Dear [redacted],Thanks for your email regarding your shipping concerns. It appears after some follow-up, our shipping vendor was able to get your items delivered on 7/17. As we have grown as an organization, we continue to work on improving on processes. Your feedback helps in this...
process. A couple of things happened here.We learned that declined credit cards can cause large delays from our shipping companies. The two week delay in payment collection put your item into exception status at their fulfillment center. We need to automate the change in status to paid so they can begin the process. The verbal authorization took too long.Cards that decline multiple times in our system are automatically deactivated for security and non-payment reasons. We didn't realize that our update emails for credit cards were going out on these also. Our programmers have changed this.We continually strive to drive freight prices down. Unfortunately, our shipping process is not like a company that has warehouses. We need to have a company pick up an unpacked item at a home, take it to their facility, package it, and connect with a shipping provider. Most companies only have to do the last step. The glassware you purchased tends to be very expensive in this scenario. That is why we have the advance quoting. We are not sure why you saw $27 for shipping on these items as our logs do not show a quote generated for this amount. In good faith, your freight on your invoice has been adjusted to that amount and a refund processed.We are sorry about the shipping delay and any inconveniences you experienced.The EBTH Team
Good morning [redacted],We have been looking over your history and want to make this right for you. I see the first contact was to our Sales team, not Customer Service. Simple error. Then, I reviewed our tickets. It did take us longer than usual to respond, so we agree that seeing...
a shipping charge would be cause for concern. The tickets were closed when we merged your submissions to our customer service team into one ticket. It didn't mean we were not responding.If you noticed, we voided the shipping charges and worked with you. We have to be out of the home, typically with tight deadlines, that if you can't make a pickup, we have to ship the item. Since this was a table, $151 for a table to be packed, moved and shipped can be costly. We are continuing to reduce our shipping prices and have reduced by 33% in the last month alone. We would love to have another opportunity to work with you and I'm willing to grant you a $25 gift card to buy with us again. I would ask that you kindly review your posts on social media as we believe we have remedied your concerns."Horrible customer service and insane shipping charges...avoid at all costs!"Let us know and we will get you taken care of.Thank you.EBTH
Thank you for the opportunity to further respond to these concerns. Following Mr. [redacted]’s original filing, our accounting team has investigated all similar invoices and refunded where appropriate. The guitar purchased by Mr. [redacted] was sold in sale [redacted], which originated in [redacted], MD. To better serve our global audience, many items are removed from the local markets and taken to our central processing facility in the [redacted] area to be cataloged, photographed and shipped. This allows EBTH to offer better shipping rates. The items at this facility are primarily only available to be shipped. Pick up is only offered in instances where the size and cost of shipping is prohibitive and those designations are made prior to putting an item up for sale. Our central processing facility houses thousands of items and allowing pickup for all of those items is a logistical impossibility. Mr. [redacted]’s guitar was only available to be shipped to him. We would like to offer our sincere apologies to Mr. [redacted] for the delayed response to his initial contact with our customer service team. We understand that it is frustrating.Thank you for your consideration.EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a collection of [redacted] “Happy Holidays” china for $50 on 9/27, invoice B-[redacted]. With sales tax, her final invoice total was $54.00. Ms. [redacted] paid with an e-check, prior to requesting her account be deleted, which...
takes 1-3 business days to process. The items were available to be picked up on 9/28 from 1-6 pm CST.On 9/27, Ms. [redacted] emailed our customer service department twice to alert us that she was not able to attend the pickup and once to alert us that someone would be picking up on her behalf. In response to each email sent, our system responded with an automatic response. The ticketing system used by EBTH sends automatic replies to some common questions which can be referenced in our FAQ page. The pickup for this invoice was 9/28 and Ms. [redacted] did not attend the pickup, nor did anyone acting on her behalf. On 9/29, this invoice was picked up by our shippers and moved to our shipping department, as is our standard procedure. Per our terms and conditions, “In the event that you fail to pick up or designate shipping for your terms in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling fees.” Ms. [redacted]’s credit card on file was charged $25.56 for the shipping fees. Her account at this time was still active.On 9/29, upon receiving notification of this charge, Ms. [redacted] called our customer service department regarding this fee and to express her displeasure. She requested a manager call her and to have her charges refunded. She also requested her account be closed. The customer service representative attempted to explain to Ms. [redacted] that when items are available for a local pickup in our markets, we have limited access to those properties. While we can sometimes accommodate alternate pickups in these markets, they are typically unavailable and items which are not picked up are automatically shipped. She then let Ms. [redacted] know that a supervisor would be returning her call. A supervisor called her back on 10/2 and was able to initiate an alternate pickup at a location other than the seller’s property and refund her shipping. Ms. [redacted] declined this pickup, so the item was marked as a forfeiture as she also did not want it shipped. On 10/3, Ms. [redacted] was alerted that her e-check payment failed and that she would be charged for the item to her card on file, thus completing the transaction. Her card was charged, and she was notified that the items were still available to be picked up. Ms. [redacted] was informed of this in an email.Our terms and conditions state “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.” They further state that “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.”While we were within our terms and conditions in charging Ms [redacted] for this invoice and for shipping, we have issued her a full refund of $54.00 for the remaining balance of the invoice. We worked hard to accommodate her needs and we were able to arrange a pick up for her at our shipping vendor’s, which is far outside of our standard practice. Her account was voluntarily closed and cannot be reopened.Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a ring for $425 on 1/4. Per our terms and conditions, “EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal and payment date. When you win an...
item, any shipping times we provide are estimates only and actual delivery dates may vary.” For this item, the scheduled removal date was 1/5. The ring shipped on 1/20, which was 10 business days after the removal date. This includes the MLK holiday. Ms. [redacted] was sent the tracking information on 1/19.[redacted] attempted to deliver the item on 1/23, but Ms. [redacted] was not available to sign for the item. They left notification of this delivery attempt. They attempted two more times on 1/24 and 1/25, leaving notification of attempted delivery both times. On 1/25 the item was shipped back to the shipping vendor, where it arrived on 2/15. Upon receipt of this concern, we were able to locate the ring. It is being sent back to Ms. [redacted] at the address on file. We will send her tracking information when the item has been sent. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. [redacted] purchased an antique [redacted] clock for $2200 on 4/25, invoice number [redacted]. With the warehouse pickup fee and sales tax, his final invoice total was $2416.76. The clock was available for...
pickup from our storage facility at [redacted] Moving in [redacted], ** on May 6.The clock in question was listed with a 56” height. When [redacted] contacted [redacted] on 5/5 to confirm the dimensions, he was told the clock was 77” tall, at which point he called our customer service department. The customer service representative let him know that we would have the team look into it at the pick up the next day and gave [redacted] the closing specialist’s contact information. We are sorry he did not hear from her. [redacted] contacted our customer service department again on 5/8 and let the same customer service representative know that he hadn’t heard back from the team in [redacted]. The CS rep emailed the market project manager to confirm the measurement and told [redacted] that he would be in touch once he heard from the project manager. On 5/9 we received confirmation that the clock was actually 77” tall. We issued [redacted] a full refund at 11:31 am EST of $2416.76, but we had not contacted him by the time he filed with the Revdex.com. The clock remains in our possession and will be resold with the correct information. We work hard to ensure that all of our items are listed accurately. We would like to extend out sincere apologies to [redacted] for this discrepancy. Thank you for your consideration,EBTH
[redacted],The amount of $35.51 that you are referring to is sales tax. We have no control over what the states require to be charged in this area. Your shipment was from a Dallas sale. Since we shipped to Ohio and have other locations in Ohio, we are required to charge sales tax due to...
what is called [redacted]. Resale items in Ohio are not taxable if purchased at a home directly due to a casual sale exemption. In this case, we cannot refund the tax as it is required to be charged by the State of Ohio.The EBTH Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]4, and find that this resolution is satisfactory to me. I continue to hold EBTH in the highest regard and have had several very positive transactions since this on! Thank you!
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] -in mid July I contacted EBTH to consider them to sell the contents of my apartment-I asked for EBTH to provide conservative auction estimates for the key items they felt comfortable they would be able to fetch-I was told my items could be collected by august 1st and would. E held at the EBTH warehouse in CT for a NY sale in mid to late september when their operations thee would be running-I agreed to use EBTH based off this information and that my story would be featured and anonymous-while traveling in Europe after the story interview I found out the auction was to be listed out of Ohio, and at the worst retail time ever, the week around Labor Day.-I was very vocal about this not being what I was told and how bad sales are at this time-I was assured the pieces would fetch good prices and if I didn't go ahead with the listing my feature would not take place-auction went live with 38 listing errors which I conveyed to EBTH-had to follow up everyday on errors including site crash the final day of auction-some items never corrected-auction performed 30,000 USD below EBTH estimates-was not informed of any damaged items until mid September. Was told table base of [redacted] did not get shipped and would sell in later NY sale-come to find out table base damaged and only received photos and more info after numerous requets-received photos of damage oct 17 2016-attached are emails showing EBTH wanted to sell lamp in NY sale, because of poor results I asked it to be returned because they could not assure there would be interest. -at no time was any damage mentioned or missing purces-EBTH was aware insurance coverage needed late September as I was unaware all items were not to be sold I. Original auction.-second attachment shows I found they had sold the base at an auction without my rep or myself knowing in september-all this while telling me it was to be sold in NY and then assuring me it would be sent back-rep couldn't believe what happened, -once again had EBTH returned the item after inspection in early August stating they could not sell, had the reported the damage before my insurance ended by late September, had they handled this professionally I would not be in the position-they did not, they repeatedly were in communication staton he they wished to sell the lmap-I asked for its return based on their poor auction results-finally they did repair two pieces they damaged and they did sell, the 5000 table sold for at least 3500 below their low estimate and secretary they locked the key in for half of its value. Auction is a risk which I know pieces do not always perform. A company acting like them repairing items they broke and being able to sell them is wonderful should realize that is the most basic steps they have to take to correct their errors
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] received an email informing her that her piece would be automatically shipped by 6/16. This was an automatically generated email she can disregard. The [redacted] show room has a two week holding period, but we have verified that this piece will be held until a resolution is found with the Revdex.com. We apologize for this confusion. The photographs of the item did not change at any point during or after the bidding process. The mark was always included in the photographs of the chaise. In the attached photograph “[redacted] Item Activity,” it can be seen that the item was created on 5/23 at 9:25 AM and marked active on 5/23 at 9:26 AM. The item was not edited again until the state was changed at 8:15 PM on 5/29. This coincides with Ms. [redacted]’s bidding activity, which can be seen in “[redacted] Bidding.” Ms. [redacted] placed her first bid on the piece at 8:10 PM on 5/29 and was immediately outbid. The piece would have closed at 8:15 that night. In these photos, names other than Ms. [redacted]’s have been blacked out. Ms. [redacted] authorized EBTH to charge her card on file when she agreed to the terms and conditions. If she does not pick the piece up, she is still responsible for payment of the piece and ownership will revert to EBTH. This is all outlined in our terms and conditions, which can be read in full at [redacted]. Thank you for your consideration,EBTH
Hello, We have been in communication with the customer. The damage occurred on 4/12/16. We have been working to obtain a repair person, but struggled to have someone take a small job and referred it out to others. We were informed on 4/19/16 the client had a repair...
person. On 4/20 customer gave me a quote and said this:“I'm not sure how EBTH's reimbursement process works. If you'd like to go with this contractor, there are a couple of options for payment:Cut a check to me for $246.65 and I will pay the contractor directly and pick up the paint at [redacted].I'll send the contractor's contact info to you to cut a check directly to him for $190. I'll also send you information on paint colors that match my existing wall/ceiling/trim and you can purchase from [redacted] and drop at my house.” We requested for $246.65 to be reimbursed from Accounting. On 4/22 we sent the general liability release to the customer. On 4/25, our client sent the completed form back, this was forwarded to Accounting on 4/25. On 4/28 we were asked about the status of the sale check, We replied, "We allow up to three weeks from the pick-up date (5/11) for the cheque to arrive. If it has not arrived tomorrow, would you please let me know and I'll see if I can locate it. The cheque for the repair was requested on Monday; where we use a third party to issue cheques, it can cause a slight delay which would account for that one having not arrived yet.”We had regular communication with the customer that the check had not arrived and as of May 18th, we had to cancel the check and cut him another. That has been expedited to the customer. Thank you.
Thank you for the opportunity to further respond to these concerns. This item was shipped by EBTH within ten business days of the pickup date, within the parameters set by our terms and conditions. It was delayed an additional two weeks by UPS. Unfortunately, we have no control over UPS but we did refund the shipping as a courtesy. Ms. [redacted] paid $2.62 in sales tax on her item. Per the terms and conditions, “All sales are subject to appropriate state sales and use tax laws.” Shipments are taxed to the place of delivery - so if it was available to be picked up at the Cincinnati warehouse, then it was “delivered” there.We are required by law to charge this sales tax and we cannot refund it. Thank you for your consideration,EBTH
We have reached out to Ms. [redacted] on three occasions now prior to responding to this complaint. We are also handling a complaint from the seller after Ms. [redacted] left post it notes on his house with threats of lawsuits and Revdex.com complaints. She had demanded to be let into the sellers home...
after the pick up window closed. The seller had no way of processing payment for her. We are happy to resolve these challenges with Ms. [redacted], but we need a response from her. Thank you.
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] is correct. She has been a customer since February of 2013. We have forwarded Ms. [redacted]’s concerns on to our operations team as they are the team who take this kind of feedback and use it to make actionable changes within our organization. Though we have received multiple rounds of investor funding, we are still under the same executive leadership we were under when Ms. [redacted] created her EBTH account. EBTH has not been sold. Since 2013, we have grown exponentially and our business model has had to evolve to accommodate these changes. This includes the creation of the DC and the significant scaling back of local pickups since our audience is more global now than it has been before. We understand these kinds of changes can be difficult, especially for a longtime customer like Ms. [redacted], and we appreciate her continued loyalty as we continue to grow. A member of our escalations team will call Ms. [redacted] by the end of the day 9/15. All calls into and out of EBTH are done on a recorded line, so there will be a record of this conversation. The escalations team member will be happy to pass all of Ms. [redacted]’s concerns on to the right members of the EBTH team. Thank you for your consideration, EBTH
Hello,We waited on responding to this one after trying multiple times to reach the customer. When reading over the notes and challenges, we did make an error in the credit process, that unfortunately was emailed to the customer. It was corrected and we have fully refunded her. We...
always wish to make things right for the customer and offered her other options to pick up the items. When we couldn't link up, we granted the credit. We wish to have another opportunity with Ms. Nelson. If she wishes to speak with me directly, my name is [redacted] and I'm one of the Vice Presidents at EBTH and hope to have the chance to speak with her to hear her out.[redacted] Thank you.
Thank you for the opportunity to further respond to these concerns. In our last response, we informed Mr. [redacted] that he would have to reach out to his bank as we did not receive the funds in the initial failed transaction. Our accounting department was unable to refund the money. In the interim, we have had our technical support team looking into why this could have happened. It took several days, but they were able to determine that the transaction actually failed at our credit card processors. The money was debited from Mr. [redacted]’s account but never actually made it to EBTH, instead being suspended with the processing company. When we alerted them to this issue, they refunded Mr. [redacted]. He should be able to see the refund soon. 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 made several false statements. At no time was I offered a refund until AFTER I filed a complaint with Revdex.com. The email from 7/30 did not offer a refund. I still have the email. Before I ever contacted Revdex.com I checked the status of my item. It was shown as PACKED. It was never mailed, I received no email stating that the item had been mailed, no tracking number. After I filed my complaint with EBTH I checked the status of my package which was changed from packed to cancelled. It showed that $10.83 was refunded. I have received no refund from EBTH yet. They never responded to me until Revdex.com intervened. I have received an email with the gift certificate. I won't do business with them again.
Regards,
[redacted] Twigg
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.
Once again I am sorry that EBTH has decided to discontinue our relationship. Errors happen and in the past EBTH has owned up to those errors. Why that have picked this item to make a stand on a mismeasurement that is easily proven to be just that. If EBTH would humor me and provide the measurements that were used to determine the weight of the diamond pendant I could compare them to the independent GG measurements we have sought out. Hopefully EBTH will reconsider in the future and reinstate my account.
Regards,
[redacted]
We have reviewed this concern. Our Logistics' Director and his staff have traveled over our shipping vendor today to personally look for her items. They found it in the packing queue and moved it to the front of the queue to move to the buyer. It was picked up by the vendor on...
October 26th, so we are 4 days overdue. We have refunded the customer for the inconvenience. We have a tracking number for [redacted]. 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.We would thank EBTH for their offer to return and review the ring but are not satisfied with "their experts" reviewing the ring. We have asked for a copy of their INDEPENDENT Gemologists report and still not received. EBTH also has a history of annotating "minor markings throughout" and would anticipate a similar response. We will accept a full / unconditional return.
Regards,
[redacted]
Dear [redacted],Thanks for your email regarding your shipping concerns. It appears after some follow-up, our shipping vendor was able to get your items delivered on 7/17. As we have grown as an organization, we continue to work on improving on processes. Your feedback helps in this...
process. A couple of things happened here.We learned that declined credit cards can cause large delays from our shipping companies. The two week delay in payment collection put your item into exception status at their fulfillment center. We need to automate the change in status to paid so they can begin the process. The verbal authorization took too long.Cards that decline multiple times in our system are automatically deactivated for security and non-payment reasons. We didn't realize that our update emails for credit cards were going out on these also. Our programmers have changed this.We continually strive to drive freight prices down. Unfortunately, our shipping process is not like a company that has warehouses. We need to have a company pick up an unpacked item at a home, take it to their facility, package it, and connect with a shipping provider. Most companies only have to do the last step. The glassware you purchased tends to be very expensive in this scenario. That is why we have the advance quoting. We are not sure why you saw $27 for shipping on these items as our logs do not show a quote generated for this amount. In good faith, your freight on your invoice has been adjusted to that amount and a refund processed.We are sorry about the shipping delay and any inconveniences you experienced.The EBTH Team
Good morning [redacted],We have been looking over your history and want to make this right for you. I see the first contact was to our Sales team, not Customer Service. Simple error. Then, I reviewed our tickets. It did take us longer than usual to respond, so we agree that seeing...
a shipping charge would be cause for concern. The tickets were closed when we merged your submissions to our customer service team into one ticket. It didn't mean we were not responding.If you noticed, we voided the shipping charges and worked with you. We have to be out of the home, typically with tight deadlines, that if you can't make a pickup, we have to ship the item. Since this was a table, $151 for a table to be packed, moved and shipped can be costly. We are continuing to reduce our shipping prices and have reduced by 33% in the last month alone. We would love to have another opportunity to work with you and I'm willing to grant you a $25 gift card to buy with us again. I would ask that you kindly review your posts on social media as we believe we have remedied your concerns."Horrible customer service and insane shipping charges...avoid at all costs!"Let us know and we will get you taken care of.Thank you.EBTH
Thank you for the opportunity to further respond to these concerns. Following Mr. [redacted]’s original filing, our accounting team has investigated all similar invoices and refunded where appropriate. The guitar purchased by Mr. [redacted] was sold in sale [redacted], which originated in [redacted], MD. To better serve our global audience, many items are removed from the local markets and taken to our central processing facility in the [redacted] area to be cataloged, photographed and shipped. This allows EBTH to offer better shipping rates. The items at this facility are primarily only available to be shipped. Pick up is only offered in instances where the size and cost of shipping is prohibitive and those designations are made prior to putting an item up for sale. Our central processing facility houses thousands of items and allowing pickup for all of those items is a logistical impossibility. Mr. [redacted]’s guitar was only available to be shipped to him. We would like to offer our sincere apologies to Mr. [redacted] for the delayed response to his initial contact with our customer service team. We understand that it is frustrating.Thank you for your consideration.EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a collection of [redacted] “Happy Holidays” china for $50 on 9/27, invoice B-[redacted]. With sales tax, her final invoice total was $54.00. Ms. [redacted] paid with an e-check, prior to requesting her account be deleted, which...
takes 1-3 business days to process. The items were available to be picked up on 9/28 from 1-6 pm CST.On 9/27, Ms. [redacted] emailed our customer service department twice to alert us that she was not able to attend the pickup and once to alert us that someone would be picking up on her behalf. In response to each email sent, our system responded with an automatic response. The ticketing system used by EBTH sends automatic replies to some common questions which can be referenced in our FAQ page. The pickup for this invoice was 9/28 and Ms. [redacted] did not attend the pickup, nor did anyone acting on her behalf. On 9/29, this invoice was picked up by our shippers and moved to our shipping department, as is our standard procedure. Per our terms and conditions, “In the event that you fail to pick up or designate shipping for your terms in accordance with the EBTH terms and conditions, you hereby authorize EBTH to charge your credit card for the purchase amount of the item plus any taxes, shipping costs, and handling fees.” Ms. [redacted]’s credit card on file was charged $25.56 for the shipping fees. Her account at this time was still active.On 9/29, upon receiving notification of this charge, Ms. [redacted] called our customer service department regarding this fee and to express her displeasure. She requested a manager call her and to have her charges refunded. She also requested her account be closed. The customer service representative attempted to explain to Ms. [redacted] that when items are available for a local pickup in our markets, we have limited access to those properties. While we can sometimes accommodate alternate pickups in these markets, they are typically unavailable and items which are not picked up are automatically shipped. She then let Ms. [redacted] know that a supervisor would be returning her call. A supervisor called her back on 10/2 and was able to initiate an alternate pickup at a location other than the seller’s property and refund her shipping. Ms. [redacted] declined this pickup, so the item was marked as a forfeiture as she also did not want it shipped. On 10/3, Ms. [redacted] was alerted that her e-check payment failed and that she would be charged for the item to her card on file, thus completing the transaction. Her card was charged, and she was notified that the items were still available to be picked up. Ms. [redacted] was informed of this in an email.Our terms and conditions state “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.” They further state that “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.”While we were within our terms and conditions in charging Ms [redacted] for this invoice and for shipping, we have issued her a full refund of $54.00 for the remaining balance of the invoice. We worked hard to accommodate her needs and we were able to arrange a pick up for her at our shipping vendor’s, which is far outside of our standard practice. Her account was voluntarily closed and cannot be reopened.Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a ring for $425 on 1/4. Per our terms and conditions, “EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal and payment date. When you win an...
item, any shipping times we provide are estimates only and actual delivery dates may vary.” For this item, the scheduled removal date was 1/5. The ring shipped on 1/20, which was 10 business days after the removal date. This includes the MLK holiday. Ms. [redacted] was sent the tracking information on 1/19.[redacted] attempted to deliver the item on 1/23, but Ms. [redacted] was not available to sign for the item. They left notification of this delivery attempt. They attempted two more times on 1/24 and 1/25, leaving notification of attempted delivery both times. On 1/25 the item was shipped back to the shipping vendor, where it arrived on 2/15. Upon receipt of this concern, we were able to locate the ring. It is being sent back to Ms. [redacted] at the address on file. We will send her tracking information when the item has been sent. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. [redacted] purchased an antique [redacted] clock for $2200 on 4/25, invoice number [redacted]. With the warehouse pickup fee and sales tax, his final invoice total was $2416.76. The clock was available for...
pickup from our storage facility at [redacted] Moving in [redacted], ** on May 6.The clock in question was listed with a 56” height. When [redacted] contacted [redacted] on 5/5 to confirm the dimensions, he was told the clock was 77” tall, at which point he called our customer service department. The customer service representative let him know that we would have the team look into it at the pick up the next day and gave [redacted] the closing specialist’s contact information. We are sorry he did not hear from her. [redacted] contacted our customer service department again on 5/8 and let the same customer service representative know that he hadn’t heard back from the team in [redacted]. The CS rep emailed the market project manager to confirm the measurement and told [redacted] that he would be in touch once he heard from the project manager. On 5/9 we received confirmation that the clock was actually 77” tall. We issued [redacted] a full refund at 11:31 am EST of $2416.76, but we had not contacted him by the time he filed with the Revdex.com. The clock remains in our possession and will be resold with the correct information. We work hard to ensure that all of our items are listed accurately. We would like to extend out sincere apologies to [redacted] for this discrepancy. Thank you for your consideration,EBTH
[redacted],The amount of $35.51 that you are referring to is sales tax. We have no control over what the states require to be charged in this area. Your shipment was from a Dallas sale. Since we shipped to Ohio and have other locations in Ohio, we are required to charge sales tax due to...
what is called [redacted]. Resale items in Ohio are not taxable if purchased at a home directly due to a casual sale exemption. In this case, we cannot refund the tax as it is required to be charged by the State of Ohio.The EBTH Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]4, and find that this resolution is satisfactory to me. I continue to hold EBTH in the highest regard and have had several very positive transactions since this on! Thank you!
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] -in mid July I contacted EBTH to consider them to sell the contents of my apartment-I asked for EBTH to provide conservative auction estimates for the key items they felt comfortable they would be able to fetch-I was told my items could be collected by august 1st and would. E held at the EBTH warehouse in CT for a NY sale in mid to late september when their operations thee would be running-I agreed to use EBTH based off this information and that my story would be featured and anonymous-while traveling in Europe after the story interview I found out the auction was to be listed out of Ohio, and at the worst retail time ever, the week around Labor Day.-I was very vocal about this not being what I was told and how bad sales are at this time-I was assured the pieces would fetch good prices and if I didn't go ahead with the listing my feature would not take place-auction went live with 38 listing errors which I conveyed to EBTH-had to follow up everyday on errors including site crash the final day of auction-some items never corrected-auction performed 30,000 USD below EBTH estimates-was not informed of any damaged items until mid September. Was told table base of [redacted] did not get shipped and would sell in later NY sale-come to find out table base damaged and only received photos and more info after numerous requets-received photos of damage oct 17 2016-attached are emails showing EBTH wanted to sell lamp in NY sale, because of poor results I asked it to be returned because they could not assure there would be interest. -at no time was any damage mentioned or missing purces-EBTH was aware insurance coverage needed late September as I was unaware all items were not to be sold I. Original auction.-second attachment shows I found they had sold the base at an auction without my rep or myself knowing in september-all this while telling me it was to be sold in NY and then assuring me it would be sent back-rep couldn't believe what happened, -once again had EBTH returned the item after inspection in early August stating they could not sell, had the reported the damage before my insurance ended by late September, had they handled this professionally I would not be in the position-they did not, they repeatedly were in communication staton he they wished to sell the lmap-I asked for its return based on their poor auction results-finally they did repair two pieces they damaged and they did sell, the 5000 table sold for at least 3500 below their low estimate and secretary they locked the key in for half of its value. Auction is a risk which I know pieces do not always perform. A company acting like them repairing items they broke and being able to sell them is wonderful should realize that is the most basic steps they have to take to correct their errors
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] received an email informing her that her piece would be automatically shipped by 6/16. This was an automatically generated email she can disregard. The [redacted] show room has a two week holding period, but we have verified that this piece will be held until a resolution is found with the Revdex.com. We apologize for this confusion. The photographs of the item did not change at any point during or after the bidding process. The mark was always included in the photographs of the chaise. In the attached photograph “[redacted] Item Activity,” it can be seen that the item was created on 5/23 at 9:25 AM and marked active on 5/23 at 9:26 AM. The item was not edited again until the state was changed at 8:15 PM on 5/29. This coincides with Ms. [redacted]’s bidding activity, which can be seen in “[redacted] Bidding.” Ms. [redacted] placed her first bid on the piece at 8:10 PM on 5/29 and was immediately outbid. The piece would have closed at 8:15 that night. In these photos, names other than Ms. [redacted]’s have been blacked out. Ms. [redacted] authorized EBTH to charge her card on file when she agreed to the terms and conditions. If she does not pick the piece up, she is still responsible for payment of the piece and ownership will revert to EBTH. This is all outlined in our terms and conditions, which can be read in full at [redacted]. Thank you for your consideration,EBTH
Hello, We have been in communication with the customer. The damage occurred on 4/12/16. We have been working to obtain a repair person, but struggled to have someone take a small job and referred it out to others. We were informed on 4/19/16 the client had a repair...
person. On 4/20 customer gave me a quote and said this:“I'm not sure how EBTH's reimbursement process works. If you'd like to go with this contractor, there are a couple of options for payment:Cut a check to me for $246.65 and I will pay the contractor directly and pick up the paint at [redacted].I'll send the contractor's contact info to you to cut a check directly to him for $190. I'll also send you information on paint colors that match my existing wall/ceiling/trim and you can purchase from [redacted] and drop at my house.” We requested for $246.65 to be reimbursed from Accounting. On 4/22 we sent the general liability release to the customer. On 4/25, our client sent the completed form back, this was forwarded to Accounting on 4/25. On 4/28 we were asked about the status of the sale check, We replied, "We allow up to three weeks from the pick-up date (5/11) for the cheque to arrive. If it has not arrived tomorrow, would you please let me know and I'll see if I can locate it. The cheque for the repair was requested on Monday; where we use a third party to issue cheques, it can cause a slight delay which would account for that one having not arrived yet.”We had regular communication with the customer that the check had not arrived and as of May 18th, we had to cancel the check and cut him another. That has been expedited to the customer. Thank you.
Thank you for the opportunity to further respond to these concerns. This item was shipped by EBTH within ten business days of the pickup date, within the parameters set by our terms and conditions. It was delayed an additional two weeks by UPS. Unfortunately, we have no control over UPS but we did refund the shipping as a courtesy. Ms. [redacted] paid $2.62 in sales tax on her item. Per the terms and conditions, “All sales are subject to appropriate state sales and use tax laws.” Shipments are taxed to the place of delivery - so if it was available to be picked up at the Cincinnati warehouse, then it was “delivered” there.We are required by law to charge this sales tax and we cannot refund it. Thank you for your consideration,EBTH
We have reached out to Ms. [redacted] on three occasions now prior to responding to this complaint. We are also handling a complaint from the seller after Ms. [redacted] left post it notes on his house with threats of lawsuits and Revdex.com complaints. She had demanded to be let into the sellers home...
after the pick up window closed. The seller had no way of processing payment for her. We are happy to resolve these challenges with Ms. [redacted], but we need a response from her. Thank you.
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] is correct. She has been a customer since February of 2013. We have forwarded Ms. [redacted]’s concerns on to our operations team as they are the team who take this kind of feedback and use it to make actionable changes within our organization. Though we have received multiple rounds of investor funding, we are still under the same executive leadership we were under when Ms. [redacted] created her EBTH account. EBTH has not been sold. Since 2013, we have grown exponentially and our business model has had to evolve to accommodate these changes. This includes the creation of the DC and the significant scaling back of local pickups since our audience is more global now than it has been before. We understand these kinds of changes can be difficult, especially for a longtime customer like Ms. [redacted], and we appreciate her continued loyalty as we continue to grow. A member of our escalations team will call Ms. [redacted] by the end of the day 9/15. All calls into and out of EBTH are done on a recorded line, so there will be a record of this conversation. The escalations team member will be happy to pass all of Ms. [redacted]’s concerns on to the right members of the EBTH team. Thank you for your consideration, EBTH