Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a pair of Custom Made [redacted] for $150 on 7/19, B-[redacted]. With sales tax and shipping, his final total was $200.31.Mr. [redacted] sent an email to our customer service department to let them...
know that the bows were left handed, which he thought warranted a refund. The customer service representative with whom he spoke let him know that the description did not indicate whether the bows were left handed or right handed and, therefore, a refund would not be offered. EBTH uses a combination of photography and cataloging to describe the items. Though the description does not state whether the bows are left handed or right handed, it can be determined from the photographs that both bows are right handed. Based on knowledge gained from brief internet research, when a bow is right handed, it is held in the left hand and drawn with the right hand, with the arrow stabilizer shelf on the grip on left hand side of the bow from the shooter’s perspective. In the photo “[redacted] Bows 1,” both bows are shown. Based on the curvature of the limbs, it can be determined that the bows are shown on the right hand side, from the shooter’s perspective. The grip of each bow bends inward towards the shooter. The photo “[redacted] Bows 2” shows the grip of the darker colored bow on the left hand side from the shooter’s perspective, based on the opposite direction of the bend in the grip. On this side, we can see the arrow stabilizer. The photo “[redacted] Bows 3” shows the grip of the lighter colored bow on the left hand side from the shooter’s perspective, based on the opposite direction of the bend in the grip. On this side, we can see the arrow stabilizer. Since the arrow stabilizer on both bows is on the left hand side based on the shooter’s perspective, it appears, based on the photos, that the bows are both right handed. We cannot refund Mr. [redacted].Thank you for your consideration,EBTH
[redacted],The refund was processed the day we responded. Credit card companies take 5-7 days to process a refund. Attached is a screen capture showing where we processed the refunds.In good faith we gave a $50 credit and refunded your money. We hope this suffices.The EBTH Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I am rejecting this response because EBTH has never been a professional and ethical company. They led me down a golden path until I did sign the contract then I found out about the lies, deceit and non-communication they are so good at. Once I signed the contract my [redacted]-[redacted] collection was basically put into a bargain basement at a thrift store, not the "Premier" auction house as advertised or stated to me in numerous emails and conversations. When I complained and expressed my concerns, communication from the EBTH representatives ceased. As I stated before, there is still emails that are unanswered from the third day of the auction. They have not addressed this complaint, all they have done is lie to the Revdex.com and me. I have never seen such an unprofessional company. The representatives that were sent to my home actually dropped one of the items taking it to their van. When the items were returned to me the items that I described previously were destroyed rendering them worthless. They have not offered any compensation or resolution although they should. What happened to the ethics. Do the right thing EBTH. You are far, far away from being professional. There are still items missing that I submitted for auction.Sincerely devastated,
[redacted]
Thank you for the opportunity to respond to these concerns. On 8/14, Ms. [redacted] was bidding against another EBTH user for item [redacted], a [redacted] Group "Classic Rose" Dinner Service. As can be seen in the screen shot “[redacted] Bids,” Ms. [redacted] placed a bid of $135 at 8:15 pm and was outbid at 8:16...
pm.Typically, when an item is being bid on, the EBTH website will update in real time so that bidders have the most accurate bidding information. Sometimes, however, depending on browser settings, the website is prohibited from updating automatically and bidders have outdated information on their screens. Unfortunately, this seems to have been the case in Ms. [redacted]’s case. EBTH does not play favorites with bidders and we try to ensure that bidders always have the most up to date information. We would like to apologize to Ms. [redacted] for any inconvenience her browser’s settings may have caused. We have sent Ms. [redacted] a $20 gift card for use on a future purchase. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the the opportunity to respond to these concerns. Ms. [redacted] purchased five items from sale #[redacted]. Due to the individual item locations and availablilty within our company, three separate invoices were generated. The first invoice #B-[redacted], which contained Native American...
Inspired Busts, World War II Literature, Uranium Glass Divided Plates. With sales tax and shipping, the final cost was $146.16. The second invoice, #B-[redacted] contained a collection of art. With shipping and sales tax, the total was $75.28. The third invoice, #B-[redacted] contained a grandmother clock. With a warehouse fee and sales tax, the total was $84.80. After purchasing her items, Ms. [redacted] reached out to us, requesting that we combine the items from this invoice together in order to reduce the cost of shipping. A customer service representative explained how shipping worked for this particular sale; specifically, that the items are removed from the home and packaged individually prior to the sale going live, ready to be sent out to the winning bidder. Ms. [redacted] was not satisfied with the customer service specialist’s response and asked if she could have a partial refund on the cost of shipping. When the representative said she was unable to do that, she asked to speak to someone in upper management.Per our FAQ’s, “EBTH tries to combine shipping when we can; but we cannot guarantee this. In order to ship more quickly, efficiently and cost-effectively, we have started removing items from the home before the sale goes live. They are now packaged and ready to ship out as soon as the sale ends! This provides a safer, more secure sale process for the seller while allowing our loyal bidders to purchase items from multiple sales all over the country! You'll see this in effect with faster, more affordable shipping rates. Plus, items will arrive just a few days after you place the winning bid! As the items are packaged prior to the sale going live, the items cannot be repacked together.” This is not in our terms and conditions and is done as a courtesy for customers when it can be. Thank you for your consideration, EBTH
I received an e-mail from EBTH stating they would have their IT dept. look into the matter and get back to me. They did not get back with me. I was hoping to see the original bid. Please contact EBTH that I would like them to credit my credit card and keep the earrings. I will never do business with their company due to this incident.Thank you for your assistance.
We are sorry that this lost shipment occurred. A shipping claim has been filed for the items. Instead of having you wait for this process to be resolved, we refunded the money for the lost items as of July 8th. Our goal is to continually improve our shipping process as we grow with...
our vendors and develop the best process. Our team truly appreciates your feedback.Thanks for bidding with EBTH!The EBTH Team
Thank you for the opportunity to respond to these concerns. [redacted] purchased an oil painting on canvas of European architecture for $42 on 4/7, invoice [redacted]. He reached out for updates multiple times and we were able to determine that the piece had been lost. On 4/18, [redacted]...
[redacted] was issued a full refund of $42 and a $20 gift card. He had two additional invoices that he had not received. [redacted], a collection of Miniature Courtship paintings, and [redacted], a pair of George Schmidt lithographs. In both instances, the pickup times were altered and [redacted] missed the pickups. Both pieces had been designated for donation, as they were at our facilities beyond the designated holding period. For both items, we were able to recover them. A customer service representative emailed [redacted] to arrange pickup of the items. He informed her that he would like the items shipped to him at no cost. Each invoice had a shipping cost of $30, but we were able to absorb this cost and ship the items to him at our expense. While we can’t reimburse [redacted] for the time he spent working on these items, we have been able to waive approximately $60 in shipping fees and we have issued him a $20 gift card. We would like to extend our sincere apologies to [redacted] for his experiences to date. They are not indicative of the typical EBTH experience and we deeply regret that he is dissatisfied. While we know [redacted] has indicated his reluctance to shop with us again, we would like to invite him to bid in the future. He is a valued customer and we are disappointed to lose his business. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a [redacted] limited edition hand colored embossed print titled “Spring Bouquet” for $1 on 8/24, invoice B-[redacted]. With the lamp she also purchased, shipping and sales tax, Ms. [redacted]’s final invoice total was...
$71.37.Ms. [redacted] reached out to our customer service department regarding the shipping quote on this piece on 8/25. She was emailed on 8/28 by a member of the shipping team who let her know that, because she generated a quote for her billing zip code of $36.71 prior to the close of bidding, she was responsible for paying that amount. In investigating this filing with the Revdex.com, we have found that Ms. [redacted] did, in fact, generate two different quote amounts for her shipping zip code of [redacted]. At 10:48 pm on 8/20, a quote was generated for $22.88 for [redacted], as can be seen in the screen shot “[redacted] Quotes 1.” This screen shot and “[redacted] Quotes 2” show that the shipping quotes stayed in a range between $22 and $26 until a quote was generated at 1:16 pm on 8/24, when the quotes jumped from $22-$26 to $36-$39. Ms. [redacted] placed her winning $1 bid at 12:24 am on 8/24, but did not generate another quote until 5:00 pm that day. That quote was $36.71.We have determined that the quotes generated before 1:16 pm on 8/24 were inaccurate because the piece was not packed yet. As can be seen in the screen shot “[redacted] Packing,” the item was not packed until 10:24 am on 8/24. At that point, the shipping quote went up to the accurate amount. That said, we do not feel that Ms. [redacted] is responsible for our discrepancy in the shipping quote. We have adjusted her shipping price for [redacted] to $22.88 and we have refunded her the $13.83 difference. We would like to apologize to Ms. [redacted] for providing her with inaccurate information. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]---Hello, I am following up on Revdex.com Complaint ID [redacted] where we accepted an agreement for a refund of $100. It has been a few business days since we accepted and have not heard from EBTH directly or received the $100 refund. Please advise.Best,[redacted]NOTE FROM Revdex.com/MRC [redacted]: Please provide the consumer with a status of the refund. Thank you.
Thank you for the opportunity to respond to these concerns. When items are determined to be unsellable, EBTH does not return them to the seller, per the stipulations of the contract signed by the seller. It is left to the discretion of EBTH whether to donate or dispose of unsellable items. The synthetic stones sent to us by Mr. [redacted] were assessed by our gemology team. At EBTH, each gemologist on our 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. We are only able to make determinations about pieces based on their assessments.While we have sold loose stones in the past, our gemology department has made it clear that they are not ideal pieces to sell and we are moving away from selling them. We do still have some loose stone lots live on EBTH currently, but buyers will see these less frequently as we phase them out. We have checked with the team in [redacted] regarding the rings. They were determined to be unsellable due to the low value of the pieces. Per the contract, these will not be returned. Mr. [redacted]’s sale ended on 5/10 and his check was cut on 5/26 after payment and processing was complete. It can take up to 10 business days for a check to be sent to the customer after it is cut, so, with the Memorial day holiday, he should see the check by 6/12.Included is a copy of Mr. [redacted]’s contract with EBTH containing the terms of the sale. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]---Dear [redacted],I'm writing you to let you know that the dispute has been settled to our satisfaction by EBTH since our last correspondence. I have been trying to do this directly on the complaint management page but could not figure out how.Please, consider this complaint closed and inform EBTH that it has been settled. We have tried to contact them directly to let them know but have not been able to do so.Thank you,[redacted]
Revdex.com:We have come to an agreement, however I have not seen the check that was promised, I understand that it will take a couple of weeks to receive, I would like this file to remain open until I do receive the check
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]
Thank you for the opportunity to respond to your concern. On September 6th, [redacted] won an auction containing a collection of assorted Halloween and autumn decor. The size and scope of the collection designated that it be local pickup only, making it unavailable for shipment or warehouse...
transfer. This was indicated in the item description. Because of this, when [redacted] was unable to make the pickup, someone else could have been sent in her stead. Unfortuantely, when [redacted] was unable to pick up her items, they were donated. When reading her contact with EBTH Customer Service, I do see that [redacted] was given conflicting information. She was initially told her items were lost and offered a full refund. After this, she was told her items were donated because they could not be shipped and told she could not be refunded. Because of this conflicting information, we have refunded [redacted] the $12.72 charged to her card as a courtesy. Best, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] filed four complaints with the Revdex.com on the same day, three of which are about this specific invoice. In this response, we will be addressing this complaint #[redacted], as well as complaints #[redacted] and #[redacted].Ms. [redacted]...
purchased a collection of stoneware plates for $37 on 4/24, invoice [redacted]. This item was from a sale that originated in our Louisville market. The sale was marked as a “Prospect, KY” sale, but the items were removed from the property and taken to our distribution center in Blue Ash, OH. When this happens, we indicate the physical location of each item on the individual item page, as well as any available fulfillment (pickup, shipping, transfer, etc.) methods. The item origin location is kept with the main sale page in the interest of establishing and maintaining provenance. When we sell china or stoneware out of our distribution center, we only offer it for local pickup in Blue Ash, OH. We cherish these wonderful pieces and their history. Unfortunately shipping these items has led to many items being damaged in transit. To preserve the integrity of the wonderful pieces, we have stopped shipping them from that location. On the item page for the stoneware plates, the only available fulfillment option was pickup. Next to the item photograph, there are two boxes. The top box contains information about the current winning bid and bid placement. The bottom box lists the physical item location, in this case it would have said “Item Location: Blue Ash, OH,” and the available fulfillment options, in this case “Pickup - Free” would have been listed. Next to the option to pickup, there is a drop down arrow that customers would need to click on in order to determine the available time and location of the items. We have included two screen shots of a similar item being sold from our distribution center currently. As you can see, the physical item is listed as “Blue Ash, OH” and free pickup at the distribution center is the only available fulfillment option. This is the same information - with a different pickup date - that would have been available to Ms. [redacted] during the duration of the sale being live. Per our terms and conditions, “By placing a bid, you expressly agree that if you are the winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped items. It is your responsibility to understand the pickup and delivery options and costs for each item before you place your bid.”This invoice is available for pickup Saturday, April 29 from 9am - 1 pm EST at our distribution center, located at [redacted]. If Ms. [redacted] does not pick up the item at that time, it will be forfeit. Ms. [redacted] will be responsible for payment of the item and may also be charged a disposal fee. When items are forfeit, they can be resold, disposed of, or donated at EBTH’s discretion. Per our terms and conditions, which Ms. [redacted] agreed to prior to the start of bidding, “In the event that you fail to pickup or designate shipping for your items 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. When pick-up is selected by you or is the only option, if you fail to pick-up any items at the specified time or designate a shipping or fulfillment option within seven (7) days of the close of bidding, you will be considered to have abandoned and forfeited the items. You agree that title for abandoned items will automatically transfer to EBTH without any further action by you or EBTH. You expressly agree that failure to receive any item in the event of abandonment does not relieve your obligation to pay for the item or any other fees. At a minimum, you will be charged the amount of your bid to satisfy payment obligations to the seller. EBTH may, in its absolute and sole discretion, resell the items, dispose of, or donate the items to a charity of EBTH’s choosing. EBTH reserves the right to charge the credit card on file for any moving or disposal fees and will not refund payment for the items.”Ms. [redacted] is welcome to pick up her items at our Blue Ash warehouse on April 29. If she does not, we will charge her card and forfeit the items. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]---Thank you for accepting my response. I am including a few photos of the damaged items. They are as follows:0784 - This is a photo of some of the collectibles I submitted to EBTH for auction. If you look in the upper right hand corner you can see a [redacted] Replica 1:6 scale. As you can see it is intact and in mint condition as were all of the items I submitted.0831 - This is a photo of the of the same replica motorcycle ([redacted]-[redacted]) when I received it back from EBTH. It was broken and worthless.0826 - This is a photo of a rare [redacted]-[redacted] pewter replica of a [redacted] motorcycle. It is broken as well. This piece was also in mint condition when I submitted it to EBTH. One half of the handlebar is broken and so is the engine guard.0820 and 0822 - These are photos of a rare [redacted] sculpture that was commissioned by [redacted]-[redacted]. It is totally destroyed and also no worthless. As you can see it appears it was removed from the shipping box and someone from EBTH destroyed the sculpture. All of these items and others were in mint condition in the original packing and shipping boxes when I submitted them to EBTH for pick-up from my home. I am a serious collector and took excellent care of my collection. Additionally, EBTH was to have informed me of any and all items that were not going to be sold prior to the auction being started. This is in the contract and EBTH failed to do so. I only received the list of items well that were not sold well after the auction was over. There are still items missing such as a rare [redacted] golf ball [redacted]er (silver with ivory [redacted]), several [redacted] display items, a [redacted] pocket watch and case (EBTH just left the pocket watch chain in the box) just to name a few. If you should need any more information please let me know. Thanks for your consideration in this matter. [redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a pair of Custom Made [redacted] for $150 on 7/19, B-[redacted]. With sales tax and shipping, his final total was $200.31.Mr. [redacted] sent an email to our customer service department to let them...
know that the bows were left handed, which he thought warranted a refund. The customer service representative with whom he spoke let him know that the description did not indicate whether the bows were left handed or right handed and, therefore, a refund would not be offered. EBTH uses a combination of photography and cataloging to describe the items. Though the description does not state whether the bows are left handed or right handed, it can be determined from the photographs that both bows are right handed. Based on knowledge gained from brief internet research, when a bow is right handed, it is held in the left hand and drawn with the right hand, with the arrow stabilizer shelf on the grip on left hand side of the bow from the shooter’s perspective. In the photo “[redacted] Bows 1,” both bows are shown. Based on the curvature of the limbs, it can be determined that the bows are shown on the right hand side, from the shooter’s perspective. The grip of each bow bends inward towards the shooter. The photo “[redacted] Bows 2” shows the grip of the darker colored bow on the left hand side from the shooter’s perspective, based on the opposite direction of the bend in the grip. On this side, we can see the arrow stabilizer. The photo “[redacted] Bows 3” shows the grip of the lighter colored bow on the left hand side from the shooter’s perspective, based on the opposite direction of the bend in the grip. On this side, we can see the arrow stabilizer. Since the arrow stabilizer on both bows is on the left hand side based on the shooter’s perspective, it appears, based on the photos, that the bows are both right handed. We cannot refund Mr. [redacted].Thank you for your consideration,EBTH
[redacted],The refund was processed the day we responded. Credit card companies take 5-7 days to process a refund. Attached is a screen capture showing where we processed the refunds.In good faith we gave a $50 credit and refunded your money. We hope this suffices.The EBTH Team
Hello all:This item has been listed as delivered now. We confirmed with the tracking in our system. Thank you.
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.]I am rejecting this response because EBTH has never been a professional and ethical company. They led me down a golden path until I did sign the contract then I found out about the lies, deceit and non-communication they are so good at. Once I signed the contract my [redacted]-[redacted] collection was basically put into a bargain basement at a thrift store, not the "Premier" auction house as advertised or stated to me in numerous emails and conversations. When I complained and expressed my concerns, communication from the EBTH representatives ceased. As I stated before, there is still emails that are unanswered from the third day of the auction. They have not addressed this complaint, all they have done is lie to the Revdex.com and me. I have never seen such an unprofessional company. The representatives that were sent to my home actually dropped one of the items taking it to their van. When the items were returned to me the items that I described previously were destroyed rendering them worthless. They have not offered any compensation or resolution although they should. What happened to the ethics. Do the right thing EBTH. You are far, far away from being professional. There are still items missing that I submitted for auction.Sincerely devastated,
[redacted]
Thank you for the opportunity to respond to these concerns. On 8/14, Ms. [redacted] was bidding against another EBTH user for item [redacted], a [redacted] Group "Classic Rose" Dinner Service. As can be seen in the screen shot “[redacted] Bids,” Ms. [redacted] placed a bid of $135 at 8:15 pm and was outbid at 8:16...
pm.Typically, when an item is being bid on, the EBTH website will update in real time so that bidders have the most accurate bidding information. Sometimes, however, depending on browser settings, the website is prohibited from updating automatically and bidders have outdated information on their screens. Unfortunately, this seems to have been the case in Ms. [redacted]’s case. EBTH does not play favorites with bidders and we try to ensure that bidders always have the most up to date information. We would like to apologize to Ms. [redacted] for any inconvenience her browser’s settings may have caused. We have sent Ms. [redacted] a $20 gift card for use on a future purchase. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for the the opportunity to respond to these concerns. Ms. [redacted] purchased five items from sale #[redacted]. Due to the individual item locations and availablilty within our company, three separate invoices were generated. The first invoice #B-[redacted], which contained Native American...
Inspired Busts, World War II Literature, Uranium Glass Divided Plates. With sales tax and shipping, the final cost was $146.16. The second invoice, #B-[redacted] contained a collection of art. With shipping and sales tax, the total was $75.28. The third invoice, #B-[redacted] contained a grandmother clock. With a warehouse fee and sales tax, the total was $84.80. After purchasing her items, Ms. [redacted] reached out to us, requesting that we combine the items from this invoice together in order to reduce the cost of shipping. A customer service representative explained how shipping worked for this particular sale; specifically, that the items are removed from the home and packaged individually prior to the sale going live, ready to be sent out to the winning bidder. Ms. [redacted] was not satisfied with the customer service specialist’s response and asked if she could have a partial refund on the cost of shipping. When the representative said she was unable to do that, she asked to speak to someone in upper management.Per our FAQ’s, “EBTH tries to combine shipping when we can; but we cannot guarantee this. In order to ship more quickly, efficiently and cost-effectively, we have started removing items from the home before the sale goes live. They are now packaged and ready to ship out as soon as the sale ends! This provides a safer, more secure sale process for the seller while allowing our loyal bidders to purchase items from multiple sales all over the country! You'll see this in effect with faster, more affordable shipping rates. Plus, items will arrive just a few days after you place the winning bid! As the items are packaged prior to the sale going live, the items cannot be repacked together.” This is not in our terms and conditions and is done as a courtesy for customers when it can be. Thank you for your consideration, EBTH
I received an e-mail from EBTH stating they would have their IT dept. look into the matter and get back to me. They did not get back with me. I was hoping to see the original bid. Please contact EBTH that I would like them to credit my credit card and keep the earrings. I will never do business with their company due to this incident.Thank you for your assistance.
We are sorry that this lost shipment occurred. A shipping claim has been filed for the items. Instead of having you wait for this process to be resolved, we refunded the money for the lost items as of July 8th. Our goal is to continually improve our shipping process as we grow with...
our vendors and develop the best process. Our team truly appreciates your feedback.Thanks for bidding with EBTH!The EBTH Team
Thank you for the opportunity to respond to these concerns. [redacted] purchased an oil painting on canvas of European architecture for $42 on 4/7, invoice [redacted]. He reached out for updates multiple times and we were able to determine that the piece had been lost. On 4/18, [redacted]...
[redacted] was issued a full refund of $42 and a $20 gift card. He had two additional invoices that he had not received. [redacted], a collection of Miniature Courtship paintings, and [redacted], a pair of George Schmidt lithographs. In both instances, the pickup times were altered and [redacted] missed the pickups. Both pieces had been designated for donation, as they were at our facilities beyond the designated holding period. For both items, we were able to recover them. A customer service representative emailed [redacted] to arrange pickup of the items. He informed her that he would like the items shipped to him at no cost. Each invoice had a shipping cost of $30, but we were able to absorb this cost and ship the items to him at our expense. While we can’t reimburse [redacted] for the time he spent working on these items, we have been able to waive approximately $60 in shipping fees and we have issued him a $20 gift card. We would like to extend our sincere apologies to [redacted] for his experiences to date. They are not indicative of the typical EBTH experience and we deeply regret that he is dissatisfied. While we know [redacted] has indicated his reluctance to shop with us again, we would like to invite him to bid in the future. He is a valued customer and we are disappointed to lose his business. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a [redacted] limited edition hand colored embossed print titled “Spring Bouquet” for $1 on 8/24, invoice B-[redacted]. With the lamp she also purchased, shipping and sales tax, Ms. [redacted]’s final invoice total was...
$71.37.Ms. [redacted] reached out to our customer service department regarding the shipping quote on this piece on 8/25. She was emailed on 8/28 by a member of the shipping team who let her know that, because she generated a quote for her billing zip code of $36.71 prior to the close of bidding, she was responsible for paying that amount. In investigating this filing with the Revdex.com, we have found that Ms. [redacted] did, in fact, generate two different quote amounts for her shipping zip code of [redacted]. At 10:48 pm on 8/20, a quote was generated for $22.88 for [redacted], as can be seen in the screen shot “[redacted] Quotes 1.” This screen shot and “[redacted] Quotes 2” show that the shipping quotes stayed in a range between $22 and $26 until a quote was generated at 1:16 pm on 8/24, when the quotes jumped from $22-$26 to $36-$39. Ms. [redacted] placed her winning $1 bid at 12:24 am on 8/24, but did not generate another quote until 5:00 pm that day. That quote was $36.71.We have determined that the quotes generated before 1:16 pm on 8/24 were inaccurate because the piece was not packed yet. As can be seen in the screen shot “[redacted] Packing,” the item was not packed until 10:24 am on 8/24. At that point, the shipping quote went up to the accurate amount. That said, we do not feel that Ms. [redacted] is responsible for our discrepancy in the shipping quote. We have adjusted her shipping price for [redacted] to $22.88 and we have refunded her the $13.83 difference. We would like to apologize to Ms. [redacted] for providing her with inaccurate information. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]---Hello, I am following up on Revdex.com Complaint ID [redacted] where we accepted an agreement for a refund of $100. It has been a few business days since we accepted and have not heard from EBTH directly or received the $100 refund. Please advise.Best,[redacted]NOTE FROM Revdex.com/MRC [redacted]: Please provide the consumer with a status of the refund. Thank you.
[redacted],The shipping charge was removed from your invoice on 10/7 as requested. Please let us know if we can help with anything else.The EBTH Team
Thank you for the opportunity to respond to these concerns. When items are determined to be unsellable, EBTH does not return them to the seller, per the stipulations of the contract signed by the seller. It is left to the discretion of EBTH whether to donate or dispose of unsellable items. The synthetic stones sent to us by Mr. [redacted] were assessed by our gemology team. At EBTH, each gemologist on our 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. We are only able to make determinations about pieces based on their assessments.While we have sold loose stones in the past, our gemology department has made it clear that they are not ideal pieces to sell and we are moving away from selling them. We do still have some loose stone lots live on EBTH currently, but buyers will see these less frequently as we phase them out. We have checked with the team in [redacted] regarding the rings. They were determined to be unsellable due to the low value of the pieces. Per the contract, these will not be returned. Mr. [redacted]’s sale ended on 5/10 and his check was cut on 5/26 after payment and processing was complete. It can take up to 10 business days for a check to be sent to the customer after it is cut, so, with the Memorial day holiday, he should see the check by 6/12.Included is a copy of Mr. [redacted]’s contract with EBTH containing the terms of the sale. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]---Dear [redacted],I'm writing you to let you know that the dispute has been settled to our satisfaction by EBTH since our last correspondence. I have been trying to do this directly on the complaint management page but could not figure out how.Please, consider this complaint closed and inform EBTH that it has been settled. We have tried to contact them directly to let them know but have not been able to do so.Thank you,[redacted]
Revdex.com:We have come to an agreement, however I have not seen the check that was promised, I understand that it will take a couple of weeks to receive, I would like this file to remain open until I do receive the check
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]
Thank you for the opportunity to respond to your concern. On September 6th, [redacted] won an auction containing a collection of assorted Halloween and autumn decor. The size and scope of the collection designated that it be local pickup only, making it unavailable for shipment or warehouse...
transfer. This was indicated in the item description. Because of this, when [redacted] was unable to make the pickup, someone else could have been sent in her stead. Unfortuantely, when [redacted] was unable to pick up her items, they were donated. When reading her contact with EBTH Customer Service, I do see that [redacted] was given conflicting information. She was initially told her items were lost and offered a full refund. After this, she was told her items were donated because they could not be shipped and told she could not be refunded. Because of this conflicting information, we have refunded [redacted] the $12.72 charged to her card as a courtesy. Best, EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] filed four complaints with the Revdex.com on the same day, three of which are about this specific invoice. In this response, we will be addressing this complaint #[redacted], as well as complaints #[redacted] and #[redacted].Ms. [redacted]...
purchased a collection of stoneware plates for $37 on 4/24, invoice [redacted]. This item was from a sale that originated in our Louisville market. The sale was marked as a “Prospect, KY” sale, but the items were removed from the property and taken to our distribution center in Blue Ash, OH. When this happens, we indicate the physical location of each item on the individual item page, as well as any available fulfillment (pickup, shipping, transfer, etc.) methods. The item origin location is kept with the main sale page in the interest of establishing and maintaining provenance. When we sell china or stoneware out of our distribution center, we only offer it for local pickup in Blue Ash, OH. We cherish these wonderful pieces and their history. Unfortunately shipping these items has led to many items being damaged in transit. To preserve the integrity of the wonderful pieces, we have stopped shipping them from that location. On the item page for the stoneware plates, the only available fulfillment option was pickup. Next to the item photograph, there are two boxes. The top box contains information about the current winning bid and bid placement. The bottom box lists the physical item location, in this case it would have said “Item Location: Blue Ash, OH,” and the available fulfillment options, in this case “Pickup - Free” would have been listed. Next to the option to pickup, there is a drop down arrow that customers would need to click on in order to determine the available time and location of the items. We have included two screen shots of a similar item being sold from our distribution center currently. As you can see, the physical item is listed as “Blue Ash, OH” and free pickup at the distribution center is the only available fulfillment option. This is the same information - with a different pickup date - that would have been available to Ms. [redacted] during the duration of the sale being live. Per our terms and conditions, “By placing a bid, you expressly agree that if you are the winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped items. It is your responsibility to understand the pickup and delivery options and costs for each item before you place your bid.”This invoice is available for pickup Saturday, April 29 from 9am - 1 pm EST at our distribution center, located at [redacted]. If Ms. [redacted] does not pick up the item at that time, it will be forfeit. Ms. [redacted] will be responsible for payment of the item and may also be charged a disposal fee. When items are forfeit, they can be resold, disposed of, or donated at EBTH’s discretion. Per our terms and conditions, which Ms. [redacted] agreed to prior to the start of bidding, “In the event that you fail to pickup or designate shipping for your items 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. When pick-up is selected by you or is the only option, if you fail to pick-up any items at the specified time or designate a shipping or fulfillment option within seven (7) days of the close of bidding, you will be considered to have abandoned and forfeited the items. You agree that title for abandoned items will automatically transfer to EBTH without any further action by you or EBTH. You expressly agree that failure to receive any item in the event of abandonment does not relieve your obligation to pay for the item or any other fees. At a minimum, you will be charged the amount of your bid to satisfy payment obligations to the seller. EBTH may, in its absolute and sole discretion, resell the items, dispose of, or donate the items to a charity of EBTH’s choosing. EBTH reserves the right to charge the credit card on file for any moving or disposal fees and will not refund payment for the items.”Ms. [redacted] is welcome to pick up her items at our Blue Ash warehouse on April 29. If she does not, we will charge her card and forfeit the items. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]---Thank you for accepting my response. I am including a few photos of the damaged items. They are as follows:0784 - This is a photo of some of the collectibles I submitted to EBTH for auction. If you look in the upper right hand corner you can see a [redacted] Replica 1:6 scale. As you can see it is intact and in mint condition as were all of the items I submitted.0831 - This is a photo of the of the same replica motorcycle ([redacted]-[redacted]) when I received it back from EBTH. It was broken and worthless.0826 - This is a photo of a rare [redacted]-[redacted] pewter replica of a [redacted] motorcycle. It is broken as well. This piece was also in mint condition when I submitted it to EBTH. One half of the handlebar is broken and so is the engine guard.0820 and 0822 - These are photos of a rare [redacted] sculpture that was commissioned by [redacted]-[redacted]. It is totally destroyed and also no worthless. As you can see it appears it was removed from the shipping box and someone from EBTH destroyed the sculpture. All of these items and others were in mint condition in the original packing and shipping boxes when I submitted them to EBTH for pick-up from my home. I am a serious collector and took excellent care of my collection. Additionally, EBTH was to have informed me of any and all items that were not going to be sold prior to the auction being started. This is in the contract and EBTH failed to do so. I only received the list of items well that were not sold well after the auction was over. There are still items missing such as a rare [redacted] golf ball [redacted]er (silver with ivory [redacted]), several [redacted] display items, a [redacted] pocket watch and case (EBTH just left the pocket watch chain in the box) just to name a few. If you should need any more information please let me know. Thanks for your consideration in this matter. [redacted]