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
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
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
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 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 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
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
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.
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.
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]
Hello, the items were delivered on the 14th of June. [redacted] is the tracking number. We were holding the item for you to satisfy you as a customer. Please note, we also refunded the shipping charges, which has been emailed to you. The cost of the shipping was absorbed by EBTH. We thank you for your business.EBTH
Thank you for the opportunity to respond. We have done a deep review of the sellers complaints to capture all items as it pertains to his claims. In our opinion, EBTH has gone way above and beyond for this seller. -The seller claimed that EBTH damaged a console table of his. EBTH, at their own cost and labor, repaired the table and invested extensive hours to complete the repairs with our restoration expert. We read a communication with the seller and his Sales Representative that stated it was a restored piece and he would be filing a claim against the Greenwich store he purchased this item from. The table sold for approximately $5,000.-We own there was an error in the way the desk was handled. We couldn't locate the key and EBTH doesn't sell locked items. When we located the key, which had been attached to the inside of our POD, we listed the item and it performed at a value of approximately $7,000.-The Lamp shade was misrepresented as a Sea Turtle shell. We have done our due diligence and the items are to be sold in state only and the buyer must provide proof of being a state resident. We packaged the lamp shade (shell) well and shipped the item. We have insurance on the package itself, but according to our contract with the seller, he would have to file a claim against his personal property insurance. We offered him a comparable refund due to the item being an item that is not sellable by EBTH and our multi-state auction platform. Our Sales Specialist also went above and beyond for this seller. He broke company policy to purchase back the base of the lamp for the seller. He then shipped that back to the seller so he could unite the lamp and the shell. The shell, from statements we have taken, had wear on the edges. We have offered the seller fair compensation. We are unable to compensate a customer based on future resale.We have completed our contractual obligation to the seller and believe we brought him a fair return for his items. We have addressed the compensation for the shell, which was deemed unsellable. Thank you.EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 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.
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]
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]
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
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 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
Hello all:This item has been listed as delivered now. We confirmed with the tracking in our system. Thank you.
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
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
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 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 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
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
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.
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.
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]
Hello, the items were delivered on the 14th of June. [redacted] is the tracking number. We were holding the item for you to satisfy you as a customer. Please note, we also refunded the shipping charges, which has been emailed to you. The cost of the shipping was absorbed by EBTH. We thank you for your business.EBTH
Thank you for the opportunity to respond. We have done a deep review of the sellers complaints to capture all items as it pertains to his claims. In our opinion, EBTH has gone way above and beyond for this seller. -The seller claimed that EBTH damaged a console table of his. EBTH, at their own cost and labor, repaired the table and invested extensive hours to complete the repairs with our restoration expert. We read a communication with the seller and his Sales Representative that stated it was a restored piece and he would be filing a claim against the Greenwich store he purchased this item from. The table sold for approximately $5,000.-We own there was an error in the way the desk was handled. We couldn't locate the key and EBTH doesn't sell locked items. When we located the key, which had been attached to the inside of our POD, we listed the item and it performed at a value of approximately $7,000.-The Lamp shade was misrepresented as a Sea Turtle shell. We have done our due diligence and the items are to be sold in state only and the buyer must provide proof of being a state resident. We packaged the lamp shade (shell) well and shipped the item. We have insurance on the package itself, but according to our contract with the seller, he would have to file a claim against his personal property insurance. We offered him a comparable refund due to the item being an item that is not sellable by EBTH and our multi-state auction platform. Our Sales Specialist also went above and beyond for this seller. He broke company policy to purchase back the base of the lamp for the seller. He then shipped that back to the seller so he could unite the lamp and the shell. The shell, from statements we have taken, had wear on the edges. We have offered the seller fair compensation. We are unable to compensate a customer based on future resale.We have completed our contractual obligation to the seller and believe we brought him a fair return for his items. We have addressed the compensation for the shell, which was deemed unsellable. Thank you.EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 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.
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]
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
[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
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
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]