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
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me if I receive this information from the company directly. So far, I have received an email stating that they are still trying to determine if the items I bought are the same as the ones they resold. I have also received an email with a $50 gift card. Thank you. I'd like confirmation that I will be receiving the items I originally won.
[redacted]
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As I stated previously, I placed one bid for $40. I did not identify a maximum and I did not authorize increasing my bid, regardless of the activity of other bidders. I bid $40. It was my first experience with EBTH and I had no expectations of the outcome of my bid, other than the obvious: if no one bid more than $40, I would win; if someone bid more than $40, I would lose. The company has sent me the same documentation they sent the Revdex.com, but the fact remains, I NEVER INCREASED MY BID. If they have set their system to automatically accomplish that, I find it to be unconscionable. Their response has NOT resolved my complaint. I will be satisfied when I am afforded the opportunity to return the item for a full refund, including shipping. Thank you for your continued assistance and
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.]In the response from EBTH it is clear that they don't want to take any responsibility for misleading customers. For instance; every representative I talked to was made aware of the fact that the property was in [redacted] KY, a simple google search or basic knowledge would have allowed them to know that this is outside (of what I now know) of their small circle that would qualify for 35% commission. However, it was until late November until the first mention of a 45% commission was mentioned to me. Also, I have attached the last few email correspondences between myself and EBTH and it clearly states that EBTH had said they would seek additional quotes but did not do so, instead decided to just ignore my attempts to reach them. Also, Mr [redacted] did in fact state that EBTH would be willing to split the cost of the movers and that was the primary reason for EBTH taking the lead on getting quotes. In my opinion this is a clear bait and switch scheme in which the business in question refuses to provide full details of the offering until they feel they have you hooked. I would urge Revdex.com to place a negative note in their file and ask them to remove any reference to 35% commission from their website and other advertising.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased vintage [redacted] ukulele on 10/30 for $1900, invoice B-[redacted]. With shipping and sales tax, his final invoice total was $2049.18. Mr. [redacted] reached out to our customer service team on 11/16 to let us know that...
the piece had a crack he did not believe we showcased in our listing. A direct link to the listing on EBTH is as follows: [redacted]The customer service representative with whom Mr. [redacted] worked requested photographs of the discrepancy. Upon her review of these photographs, as well as consulting with the cataloging team, the customer service representative determined on 11/30 that this piece was not eligible for return. Per our terms and conditions, “EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults, EBTH does its best to list the fault within the description. EBTH will provide descriptions based on its assessment of an item. However, you should not assume that our assessment of condition will be the same as your assessment.”Upon receipt of Mr. [redacted]’s concerns, we have further reviewed his photographs and we have determined that the crack shown was not showcased in our photographs, nor was it mentioned in our written description. We have included two of Mr. [redacted]’s photographs which show the crack. We will contact Mr. [redacted] so that he can return the piece for a full refund. We believe this damage may have occurred during shipping. Our shipping team has emailed Mr. [redacted] to arrange for a [redacted] parcel inspection, which will begin the damage claim process. Our shipping team will work closely with Mr. [redacted] to facilitate every step of this process and, upon the piece’s return to EBTH, we will issue him a refund. Thank you for your consideration,EBTH
Thank you for the opportunity to further address these concerns. Attached to this are the final two invoice, which could not be attached in our last correspondence. We did not take the hunting bag. We did not take the ten sterling silver plates, though they were in the contract. The [redacted] given to us was assessed and proven a fake, based on the serial number and wear to the gold plating. It was looked at by a watch maker and our gemology department. The same watch given to us was returned. The [redacted] speakers were removed from the sale so we could improve the images for the client. We are selling them in an upcoming sale. The [redacted] Soundbar was lost. Mr. [redacted] was compensated based on comparable items. We did not take the [redacted] glasses.The [redacted] watch was lost. Mr. [redacted] was compensated based on comparable items. We have addressed each of these in previous correspondences. We always make things right for our clients as we outlined here. If the Revdex.com would like to speak to us to finalize this matter, we are happy to do so.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] There are many flaws with the response from the company. 1.) I was never told by any employee that they would "dispose of" my merchandise without even attempting to sale them. 2.) They claim the stones are "synthetic", however, one of the diamonds came with a certification from a legitimate diamond authentication company.3.) They claim they are "moving away from selling loose stones", however, there are many loose stones that were added to the auction site after my sale had ended and there are many still selling on the site today. So apparently that rule only applies to me![redacted]Attached is a word document with urls to just a handful of the items I found on the site that the company claims they do not sell anymore. 4.) I also sent in (3) rings to be sold that the company did not include in the auction either. I was told by an employee that they were being sent back to me, but when I ask for the shipping information for those rings, I never receive an answer.5.) The company claims that I have been paid for the items of mine that did sale, but that to is a lie, as I have still not received my check.This whole ordeal has been one lie after another. It's seems to me the only option I have is to seek legal advise, as every time I try to contact the company I either do not get an answer or they tell me they do not know anything, or know anyone's contact information, or that there is no reason for me to speak to a manager because they cannot do anything either.It is just one big lie and a game of pass the buck.
Thank you for the opportunity to respond to these concerns. Upon receipt of Ms. [redacted] concerns, we reached out to our warehouse staff in an additional attempt to locate the missing drink stirrer. They were unable to locate it. The item photographs included eight total stirrers,...
featuring four sets of two identical stirrers. Since Ms. [redacted] only received seven stirrers and, therefore, three sets of two, we are prepared to offer her a refund for the fourth set, which is incomplete. This is a refund of $9.25 plus the associated 7% sales tax for a total refund of $9.90. We offer our sincere apologies that this piece was lost in transit. Thanks for your consideration,EBTH
Revdex.com:Thank you Revdex.com for your assistance in this matter. I really appreciate you!!! I am rejecting because the credit/refund from EBTH that was processed on 2/2 and it still has not shown up in my account. I was holding off until it showed up, but I'm running out of time for my response. I will accept once I receive the credit/refund. I do appreciate that EBTH found that the shipping quote was in error and that I was refunded the difference, which is exactly what I asked for. However, I told the Customer Service at EBTH my intention of reporting this matter to the Revdex.com and they still did nothing to help resolve this situation. I think it's sad that I had to go to this extreme!!! Either the Customer Service at EBTH house stinks or this is simply how they practice business, which I sincerely hope it not the case.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a collection of lots for $29 on 10/24, invoice B-[redacted]. These items were available to be picked up at the estate in [redacted], OH on 10/26 from 2-7 PM.We have investigated the circumstances of this...
pickup. We found that the team was at the site from 2:00 PM to 7:05 PM. We are not sure why Mr. [redacted] was not able to connect with the staff at the scheduled pickup. Mr. [redacted] called our customer service department on 10/27 to inform the team that he was unable to pick up his items. He was offered the option to have the items shipped at a cost of $95.95 or to forfeit the items, in which case the items are transferred to EBTH and the customer is only responsible for paying for the pieces. He chose to forfeit the items. Upon receipt of this filing, we were able to locate the items at our [redacted] showroom, where they were transferred following forfeiture. We have pulled them for Mr. [redacted] and they are available to pick up at [redacted] until 11/16. If they are not picked up by then, they will be forfeit. We would like to apologize to Mr. [redacted] for the confusion in his pick up. We have been unable to find any information on lost items purchased by Mr. [redacted]. If he were to provide the invoice number of the items in question, we would be happy to look into this. Thank you for your consideration,EBTH
[redacted],Good afternoon. I've read your complaint on here and would like the opportunity to resolve your issue. I see in the ticket history, you were sending very large files for photos, so we couldn't get them all. Also, we were waiting on your response with the invoice numbers....
Are you sure the one's you have included here are correct? I would like to go over item by item to remedy this and see you have not had a credit yet, but see your credit was pending us understanding what invoices you had to what items. An example was a damaged print, but we could only see picture after picture of the box. Then there was a damaged plate, but you have purchased 21 invoices, so we want to make sure we were reviewing the proper items. We are 100% not out to scam you and wish to resolve your claims. We have an A rating on the Revdex.com for a reason. We always take the time to respond to our customers. We have also not closed your tickets, but since you had submitted various tickets in a one day, we merged them all into one so you only had one point of contact, not many. I'm going to give you my personal work email so I'm not someone anonymous person behind the Revdex.com curtain. I'm David W[redacted], VP of Operations with EBTH. My email is [redacted]. I'm actually out of the office this week, but wanted to take the time to respond to your concern. Please feel free to write me offline and keep this ticket open as we work to resolve your claim. Fair?Thank you.David
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]
Thank you for the opportunity to further respond to these concerns. Upon receipt of this response, we contacted the facility from which this rug was shipping. We have determined that, when shipping was adjusted on 8/31, the rug was at 10 business days. At this point, the rug is unable to be located. We have refunded Ms. [redacted] the remainder of her invoice. If we are able to locate the item in the future, we will contact Ms. [redacted] to see if she is still interested in it. If she is, we will recharge her for the rug and ship to the item to her at no charge. Thank you for your consideration, EBTH
Revdex.com:
I sent the information EBTH asked for on Friday the 2nd of March. I have resubmitted the quote information to them on the 8th and they acknowledged receipt, thank you.
[redacted]:Thank you for the opportunity to respond to these complaints.[redacted] made the choice to not read the terms and conditions of the sale. In terms of the costs, This information was posted below the shipping quote, public information. [redacted] was emailed screenshots of the areas where this information was listed - but, again, it was also publicly listed.At this point, there is little we can do for [redacted] beyond the discount we have offered already and in addition, a $15 gift card to account for half of the pickup fee.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 the opportunity to respond to these concerns. Mr. [redacted] purchased an 18K yellow gold Mexican opal and diamond ring for $450 on 7/28, invoice B-[redacted]. With shipping and sales tax, his final invoice total was $497.43. On 8/12, after receiving the ring on 8/10, Mr. [redacted]...
emailed our customer service team with concerns regarding the condition of the stone, specifically that the stone was not as described and was in much worse condition than our listing stated. The customer service representative with whom Mr. [redacted] worked asked for photographs of the stone to be forwarded to the gemology team. After receiving these photographs, they were sent to gemology for review on 8/17. On 8/31, the customer service team determined that the ring was in a condition consistent with the listing - which listed it as good with “minor markings throughout” - and that the ring was not eligible for a return. In investigating this filing with the Revdex.com, the photos sent by Mr. [redacted] were again reviewed. We have determined that the ring can be returned for reevaluation. The ring will be delivered to our central gemology department at our distribution center in [redacted]. That department consists of several GIA graduate gemologists, including the head of our gemology department, and they will evaluate the piece in person. If they are able to determine that the condition is consistent with our listing, we will send the ring back at no additional cost to Mr. [redacted]. If they are able to determine that the condition is worse than described, we will issue Mr. [redacted] a full refund. This is standard return procedure for jewelry. We have sent a return label to the email address associated with Mr. [redacted]’s invoice. We need him to print the label, pack and seal the ring in the same or similar packaging that it came in, apply the label, and drop it off at his nearest [redacted] location. When we receive the piece in our returns department, the gemology team will evaluate it and we will contact Mr. [redacted] directly with our decision.Thank you for your consideration, EBTH
We apologize about the issues you have had receiving your package. We have refunded all your shipping and sent you a $50 gift card. We were able to find the items in Denver and get them going to him. We wish for another shot with us as we have an amazing array of interesting items we believe he would love. Invoice [redacted], sale from 2/24 - 50% off of shipping due to the delay. Refunded shipping costs on 3/15. On Monday, Denver informed us that item was found. We are waiting on the tracking number, submitted another urgent ticket to our shipping vendor.[redacted] from 3/1 - Tracking was emailed with the 10 business days, item was ultimately delivered on 3/18. [redacted] from 3/2 - Customer picked up during scheduled pickup time.
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
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me if I receive this information from the company directly. So far, I have received an email stating that they are still trying to determine if the items I bought are the same as the ones they resold. I have also received an email with a $50 gift card. Thank you. I'd like confirmation that I will be receiving the items I originally won.
[redacted]
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As I stated previously, I placed one bid for $40. I did not identify a maximum and I did not authorize increasing my bid, regardless of the activity of other bidders. I bid $40. It was my first experience with EBTH and I had no expectations of the outcome of my bid, other than the obvious: if no one bid more than $40, I would win; if someone bid more than $40, I would lose. The company has sent me the same documentation they sent the Revdex.com, but the fact remains, I NEVER INCREASED MY BID. If they have set their system to automatically accomplish that, I find it to be unconscionable. Their response has NOT resolved my complaint. I will be satisfied when I am afforded the opportunity to return the item for a full refund, including shipping. Thank you for your continued assistance and
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.]In the response from EBTH it is clear that they don't want to take any responsibility for misleading customers. For instance; every representative I talked to was made aware of the fact that the property was in [redacted] KY, a simple google search or basic knowledge would have allowed them to know that this is outside (of what I now know) of their small circle that would qualify for 35% commission. However, it was until late November until the first mention of a 45% commission was mentioned to me. Also, I have attached the last few email correspondences between myself and EBTH and it clearly states that EBTH had said they would seek additional quotes but did not do so, instead decided to just ignore my attempts to reach them. Also, Mr [redacted] did in fact state that EBTH would be willing to split the cost of the movers and that was the primary reason for EBTH taking the lead on getting quotes. In my opinion this is a clear bait and switch scheme in which the business in question refuses to provide full details of the offering until they feel they have you hooked. I would urge Revdex.com to place a negative note in their file and ask them to remove any reference to 35% commission from their website and other advertising.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased vintage [redacted] ukulele on 10/30 for $1900, invoice B-[redacted]. With shipping and sales tax, his final invoice total was $2049.18. Mr. [redacted] reached out to our customer service team on 11/16 to let us know that...
the piece had a crack he did not believe we showcased in our listing. A direct link to the listing on EBTH is as follows: [redacted]The customer service representative with whom Mr. [redacted] worked requested photographs of the discrepancy. Upon her review of these photographs, as well as consulting with the cataloging team, the customer service representative determined on 11/30 that this piece was not eligible for return. Per our terms and conditions, “EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults, EBTH does its best to list the fault within the description. EBTH will provide descriptions based on its assessment of an item. However, you should not assume that our assessment of condition will be the same as your assessment.”Upon receipt of Mr. [redacted]’s concerns, we have further reviewed his photographs and we have determined that the crack shown was not showcased in our photographs, nor was it mentioned in our written description. We have included two of Mr. [redacted]’s photographs which show the crack. We will contact Mr. [redacted] so that he can return the piece for a full refund. We believe this damage may have occurred during shipping. Our shipping team has emailed Mr. [redacted] to arrange for a [redacted] parcel inspection, which will begin the damage claim process. Our shipping team will work closely with Mr. [redacted] to facilitate every step of this process and, upon the piece’s return to EBTH, we will issue him a refund. Thank you for your consideration,EBTH
Thank you for the opportunity to further address these concerns. Attached to this are the final two invoice, which could not be attached in our last correspondence. We did not take the hunting bag. We did not take the ten sterling silver plates, though they were in the contract. The [redacted] given to us was assessed and proven a fake, based on the serial number and wear to the gold plating. It was looked at by a watch maker and our gemology department. The same watch given to us was returned. The [redacted] speakers were removed from the sale so we could improve the images for the client. We are selling them in an upcoming sale. The [redacted] Soundbar was lost. Mr. [redacted] was compensated based on comparable items. We did not take the [redacted] glasses.The [redacted] watch was lost. Mr. [redacted] was compensated based on comparable items. We have addressed each of these in previous correspondences. We always make things right for our clients as we outlined here. If the Revdex.com would like to speak to us to finalize this matter, we are happy to do so.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] There are many flaws with the response from the company. 1.) I was never told by any employee that they would "dispose of" my merchandise without even attempting to sale them. 2.) They claim the stones are "synthetic", however, one of the diamonds came with a certification from a legitimate diamond authentication company.3.) They claim they are "moving away from selling loose stones", however, there are many loose stones that were added to the auction site after my sale had ended and there are many still selling on the site today. So apparently that rule only applies to me![redacted]Attached is a word document with urls to just a handful of the items I found on the site that the company claims they do not sell anymore. 4.) I also sent in (3) rings to be sold that the company did not include in the auction either. I was told by an employee that they were being sent back to me, but when I ask for the shipping information for those rings, I never receive an answer.5.) The company claims that I have been paid for the items of mine that did sale, but that to is a lie, as I have still not received my check.This whole ordeal has been one lie after another. It's seems to me the only option I have is to seek legal advise, as every time I try to contact the company I either do not get an answer or they tell me they do not know anything, or know anyone's contact information, or that there is no reason for me to speak to a manager because they cannot do anything either.It is just one big lie and a game of pass the buck.
Thank you for the opportunity to respond to these concerns. Upon receipt of Ms. [redacted] concerns, we reached out to our warehouse staff in an additional attempt to locate the missing drink stirrer. They were unable to locate it. The item photographs included eight total stirrers,...
featuring four sets of two identical stirrers. Since Ms. [redacted] only received seven stirrers and, therefore, three sets of two, we are prepared to offer her a refund for the fourth set, which is incomplete. This is a refund of $9.25 plus the associated 7% sales tax for a total refund of $9.90. We offer our sincere apologies that this piece was lost in transit. Thanks for your consideration,EBTH
Revdex.com:Thank you Revdex.com for your assistance in this matter. I really appreciate you!!! I am rejecting because the credit/refund from EBTH that was processed on 2/2 and it still has not shown up in my account. I was holding off until it showed up, but I'm running out of time for my response. I will accept once I receive the credit/refund. I do appreciate that EBTH found that the shipping quote was in error and that I was refunded the difference, which is exactly what I asked for. However, I told the Customer Service at EBTH my intention of reporting this matter to the Revdex.com and they still did nothing to help resolve this situation. I think it's sad that I had to go to this extreme!!! Either the Customer Service at EBTH house stinks or this is simply how they practice business, which I sincerely hope it not the case.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a collection of lots for $29 on 10/24, invoice B-[redacted]. These items were available to be picked up at the estate in [redacted], OH on 10/26 from 2-7 PM.We have investigated the circumstances of this...
pickup. We found that the team was at the site from 2:00 PM to 7:05 PM. We are not sure why Mr. [redacted] was not able to connect with the staff at the scheduled pickup. Mr. [redacted] called our customer service department on 10/27 to inform the team that he was unable to pick up his items. He was offered the option to have the items shipped at a cost of $95.95 or to forfeit the items, in which case the items are transferred to EBTH and the customer is only responsible for paying for the pieces. He chose to forfeit the items. Upon receipt of this filing, we were able to locate the items at our [redacted] showroom, where they were transferred following forfeiture. We have pulled them for Mr. [redacted] and they are available to pick up at [redacted] until 11/16. If they are not picked up by then, they will be forfeit. We would like to apologize to Mr. [redacted] for the confusion in his pick up. We have been unable to find any information on lost items purchased by Mr. [redacted]. If he were to provide the invoice number of the items in question, we would be happy to look into this. Thank you for your consideration,EBTH
[redacted],Good afternoon. I've read your complaint on here and would like the opportunity to resolve your issue. I see in the ticket history, you were sending very large files for photos, so we couldn't get them all. Also, we were waiting on your response with the invoice numbers....
Are you sure the one's you have included here are correct? I would like to go over item by item to remedy this and see you have not had a credit yet, but see your credit was pending us understanding what invoices you had to what items. An example was a damaged print, but we could only see picture after picture of the box. Then there was a damaged plate, but you have purchased 21 invoices, so we want to make sure we were reviewing the proper items. We are 100% not out to scam you and wish to resolve your claims. We have an A rating on the Revdex.com for a reason. We always take the time to respond to our customers. We have also not closed your tickets, but since you had submitted various tickets in a one day, we merged them all into one so you only had one point of contact, not many. I'm going to give you my personal work email so I'm not someone anonymous person behind the Revdex.com curtain. I'm David W[redacted], VP of Operations with EBTH. My email is [redacted]. I'm actually out of the office this week, but wanted to take the time to respond to your concern. Please feel free to write me offline and keep this ticket open as we work to resolve your claim. Fair?Thank you.David
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]
The tax is based on the buyers location, not the sellers. Thank you. We have to abide to tax laws required.
Thank you for the opportunity to further respond to these concerns. Upon receipt of this response, we contacted the facility from which this rug was shipping. We have determined that, when shipping was adjusted on 8/31, the rug was at 10 business days. At this point, the rug is unable to be located. We have refunded Ms. [redacted] the remainder of her invoice. If we are able to locate the item in the future, we will contact Ms. [redacted] to see if she is still interested in it. If she is, we will recharge her for the rug and ship to the item to her at no charge. Thank you for your consideration, EBTH
Revdex.com:
I sent the information EBTH asked for on Friday the 2nd of March. I have resubmitted the quote information to them on the 8th and they acknowledged receipt, thank you.
[redacted]:Thank you for the opportunity to respond to these complaints.[redacted] made the choice to not read the terms and conditions of the sale. In terms of the costs, This information was posted below the shipping quote, public information. [redacted] was emailed screenshots of the areas where this information was listed - but, again, it was also publicly listed.At this point, there is little we can do for [redacted] beyond the discount we have offered already and in addition, a $15 gift card to account for half of the pickup fee.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 the opportunity to respond to these concerns. Mr. [redacted] purchased an 18K yellow gold Mexican opal and diamond ring for $450 on 7/28, invoice B-[redacted]. With shipping and sales tax, his final invoice total was $497.43. On 8/12, after receiving the ring on 8/10, Mr. [redacted]...
emailed our customer service team with concerns regarding the condition of the stone, specifically that the stone was not as described and was in much worse condition than our listing stated. The customer service representative with whom Mr. [redacted] worked asked for photographs of the stone to be forwarded to the gemology team. After receiving these photographs, they were sent to gemology for review on 8/17. On 8/31, the customer service team determined that the ring was in a condition consistent with the listing - which listed it as good with “minor markings throughout” - and that the ring was not eligible for a return. In investigating this filing with the Revdex.com, the photos sent by Mr. [redacted] were again reviewed. We have determined that the ring can be returned for reevaluation. The ring will be delivered to our central gemology department at our distribution center in [redacted]. That department consists of several GIA graduate gemologists, including the head of our gemology department, and they will evaluate the piece in person. If they are able to determine that the condition is consistent with our listing, we will send the ring back at no additional cost to Mr. [redacted]. If they are able to determine that the condition is worse than described, we will issue Mr. [redacted] a full refund. This is standard return procedure for jewelry. We have sent a return label to the email address associated with Mr. [redacted]’s invoice. We need him to print the label, pack and seal the ring in the same or similar packaging that it came in, apply the label, and drop it off at his nearest [redacted] location. When we receive the piece in our returns department, the gemology team will evaluate it and we will contact Mr. [redacted] directly with our decision.Thank you for your consideration, EBTH
We apologize about the issues you have had receiving your package. We have refunded all your shipping and sent you a $50 gift card. We were able to find the items in Denver and get them going to him. We wish for another shot with us as we have an amazing array of interesting items we believe he would love. Invoice [redacted], sale from 2/24 - 50% off of shipping due to the delay. Refunded shipping costs on 3/15. On Monday, Denver informed us that item was found. We are waiting on the tracking number, submitted another urgent ticket to our shipping vendor.[redacted] from 3/1 - Tracking was emailed with the 10 business days, item was ultimately delivered on 3/18. [redacted] from 3/2 - Customer picked up during scheduled pickup time.