We spoke with this customer He was happy that we called He expressed his frustration with the shipping and past experience We listened to his concerns and let him know that we have improved our process and that the ring had left our building today to get to the fulfillment center He thanked us for the call and has expressed that he will remove the Revdex.com complaint/post and that it was resolved We will continue to monitor his experience and follow up
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.]The response from EBTH is not a full explanation of my conversation with their Team Lead person, not with a manager I did say that I had no reason to access the Shipping Quote area because the sale was listed as a Louisville Sale and there would be no reason for me to request a Shipping Quote due to the reason that I live within a few minutes drive of the published Pickup location.I agreed with sharing the shipping cost of the first invoice for the Louisville Sale item that was shipped from Cincinnati, even though nothing on the site referenced that the item was actually in CincinnatiMy reason for agreeing to share the cost was merely because the second customer service rep seemed to understand my complaint and she was very polite in making that offer to me I even advised each customer service rep that I was successful bidding on another item in this same sale None of them advised me that there would be an additional $fee to pick this item up.When I received the second invoice with another $fee for warehouse pick up I called EBTH customer service again to inquire about this additional fee I was told again that the information is in the Shipping Quote area Again, I would not have a reason to request a shipping quote for a Louisville sale with pick up a few minutes from my home.The example attached in my previous response clearly shows that the information is in an area that would not normally be visited by a buyer for an item to be picked up in the same city or a few minutes from their home Respectfully, I do not accept the response form EBTH because the information regarding the sale location is not fully factual, the pick up location is misleading, and the additional fee requirements are not clearly disclosed in the sale description 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.]The contract never mentioned a "price per lot" and in talks with the EBTH representatives that "price per lot" was never mentioned whatsoeverThere was never any "negotiations" whatsoeverI still feel that EBTH has botched this sale and caused me great financial loss and stress in my lifeAs I stated before I never agreed to a second consignment auctionWhile I tried to talk both on the phone and via email about my concerns and complaints with their project managers Bruno C [redacted] and Lucy B [redacted] as well as my designated contact Heather D***, immediately after the sale was started, I was totally ignored after the third day of the day auction (one email sent on June 27th still has not been answered}The contract states that they would advertise the sale prior to it going live which they did notThe mass email was sent on the 4th day of the day auctionI tried to promote the auction myself using the EBTH advertising tools providedEBTH totally ignored my "lotting" instructions prior to the sale going liveI talked, in person, with Bruno C [redacted] and Heather D [redacted] about the "sets" of articles and the value of specific items as wellThey told me that they understood my concerns and goals for this sale and would make sure that the "maximum" amount would be achieved for my itemsEBTH's statements in the response are totally untrueI would still like this issue resolvedAdditionally, I have been waiting more than a week to find out what items were not included in the auction so that I can make plans to pick up my property in [redacted] , [redacted] As of today, I still have not had a responseI also submitted two [redacted] paintings in this auction at the urging of Heather D***She stated that "artwork" always brings higher prices when auctioned by EBTHThe financial losses on the paintings alone were severeI am still severely upset by all of this which includes sleepless nights and stressI am now not able to reach my financial goal which was explained to Bruno C [redacted] and Heather D [redacted] in person at my homeSome of the items in the auction stated "local pionly" or "may contain hazardous materials"I also inquired about these statements stating that "doesn't this limit the bidding to local areas only" and "what hazardous materials" are you talking about? I was totally ignored on those issues as wellRegards, [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.]Thank you for providing additional information from EBTH.I do not accept their response because EBTh has not responded correctly to my previous comments and has provided erroneous information Regarding shipping, how can you justify $for cardboard boxes + styrofoam peanutsand call this "custom pack"? How much does labor cost is there for ear rings weighing oz (box included) and bracelet weighing oz (box included)?As far as [redacted] consumer prices, commercial transit (shipping) and insurance costs are much lower than consumer prices because of the pricing [redacted] offers businesses.The screen shot EBTH provided (file: [redacted] Bracelet Shippingjpg) lists bids for the bracelet, all having a shipping cost of $ How can this be? The first bid (zip 4562) was from McDermott, Ohio, the secxond bid (zip 33770) was from Largo, Fl was $ the third bid mine (zip ***) was $ Again, how can the cost from different zip codes be identical? This contradicts EBTH's position that transit costs are based on location.On August 2, EBTH sent me a "screen shot" of individual bids with different zip codes all reflecting a $shipping cost Bids were from Palos hills, il, Oxen Hill, Md, Lewiston, Ny, Chicago, Il, Bellevue, Il, Middletown, Oh and St Louis, Mo How can all locations have identical shipping costs of $21.21? Incidentally, my bid was not includedEBTH states "payment for the invoice was collected on 8/1" EBTH applied payment to my charge card after I filed a complain THIS PAYMENT WAS NOT AUTHORIZED BY ME Regards, [redacted]
Thank you for the opportunity to further respond to these concernsMr [redacted] is correct in his assessment that, as of his last email with the customer service team, there was no indication of a refundThe consultation with leadership occurred after that email was sent and we expected to communicate with him furtherWhen that communication came via the Revdex.com, we responded as had been decided via that channelThe piano item number was [redacted] -001, with MOR serving as the code for our [redacted] , ** marketThat said, because we are headquartered in Hamilton County in Ohio, our terms and conditions state that “These Terms and Conditions shall be governed by the internal substantive laws of the State of Ohio, without respect to its conflict of laws principles.”The back of this piece was not photographed or assessed, which is why we are able to allow Mr [redacted] to return the piano for a full refundWe do not, however, have the ability to accommodate a pickup of the pieceOur offer of a full refund still standsIf Mr [redacted] does not wish to return the piano, we can offer him a 20% refund as well as a refund of the $warehouse pickup chargeWith sales tax, this is a total refund of $In the event that a customer wishes to keep an item that has not been assessed properly, a 20% refund is a standard refund, as we still have to pay the sellersWe would like to apologize that Mr [redacted] has had a difficult experience with EBTHWe understand that this has been frustrating for him and it is not indicative of the typical EBTH experienceThe decision to end our working relationship with Mr [redacted] is completely based on his repeated unwillingness to work with EBTH within our terms and conditions and his repeated unwillingness to work with our customer service team to solve any issuesThank you for your consideration,EBTH
Hello,We regret to inform the customer that we were unable to locate his item and have refunded his money We have had challenges collecting from this customer to date We have five dates noted where Credit Cards have declined We currently have $in outstanding bills from the customer We are hopeful that this is a reminder to settle the other outstanding invoices Thank you
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/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] gave four Coach handbags to EBTH to sell in consignment, along with several other items in the second half of In October 2016, he worked with our consignment team to address the issue of these bagsBased on the description provided to us, we were not able to locate the handbags when Mr [redacted] brought to our attention that they had not been soldWe do not think the bags were stolen.On October 14, a member of our consignment team sent Mr [redacted] an offer of $in compensation for the three handbagsThis was based on comparable items sold on EBTHMr [redacted] refused this offerThe member of our consignment team forwarded him to our market general manager, who called Mr [redacted] but never heard backTypically, contemporary Coach handbags sell on EBTH for an average of $75-$Coach, as a designer, as lost popularity in the last several years and, therefore, modern pieces do not sell for much more than thatWhen an item goes missing, we are restricted in the compensation we can offer by the selling price of other comparable items on EBTHIn this instance, Mr [redacted] was offered $300, which is $per handbagThis compensation is for the entire potential selling price of the bag and does not include the 35% commission we would typically chargeWe are wiling to offer Mr [redacted] a cash compensation of $for the four bags, a total of $per bagThis is the most we can offer Mr [redacted] as the resale market is not as strong as the retail marketAdditionally, if Mr [redacted] would like, the general manager will call him to finalize these details.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 I find EBTH insistence of repeatedly offering a feigned offer of a full refund as long as I bring the piano back to their warehouse in [redacted] , **; when the cost of arranging such delivery will cost additional $where it will ultimately cost $in delivery cost alone to get a refund for a $piano, as well as to expend two personal days to be oversee the delivery when I picked up the piano and to return it to their [redacted] warehouse to rectify the result of their representationThis is a non-option that EBTH knowingly offers to stonewall and bully its customer/victim to accept whatever solution that is convenient and least costly for them regardless of the pain and suffering they cause their victim/customerWhen I first brought the this issue regarding their representation of this particular piano in question, their first response was” I’m sorry for the trouble, but you should know what we sell isn’t perfect and that they rely on the sellers to be honest and thorough and consumers to do their homework; When in fact it was EBTH’s own project team lead by C.M that went to [redacted] *** to inspect, catalogue, and provide research, item description and condition to be listed on their website for this estate auctionThe following is EBTH’s initial response to my complaint after receiving the photos of the piano:“Thank you for providing the photosI apologize for the trouble hereI do want to confirm that the serial number for this piano, [redacted] , does indicate that it was made in Although I understand your frustration regarding the construction of the piano, I must say that we cannot guarantee that any item sold on our site is in new or perfect conditionWe will provide descriptions based on its assessment of an itemHowever, we cannot guarantee that our assessment of condition will be the same as your assessmentOften times, we rely solely on information provided by the SellerAs you are bidding on items sight unseen, we ask that you take this information into account when placing bidsThe listing also states via the condition, "Basic functions are operable but not fully tested." meaning that this piece was tested in the most basic of termsNo professional assessment was conducted regarding its condition.As you left the property with this item in hand, what sort of resolution are you looking for in this situation?” Upon receiving my request for refund, I was flatly denied of any refund by EBTH stating as follows: "Thank you for getting back to meUnfortunately, I am not able to offer any monetary compensation in this caseAs stated before, we do not guarantee that items sold on our site are in new or in perfect conditionWe are selling used items and provide all of the information we have available to us when catalogingOur team did not remove this piano from the wall or they would have provided photos of the posterior of the pianoItems are sold as is and we depend on our bidders to take such information into account before placing bids You left the estate with this item in your possessionHad you have had concerns about the purchase, you should have notified our team at the pickup siteThis sale has now left our handsI would be happy to issue a $gift card for your troubles, but that is all that I can offer to you.” Instead of honestly addressing the legitimate complaint their customer brought up, they instead stonewalled deceived, misdirected, and blamed their customer writing that “You left the estate with this item in your possessionHad you have had concerns about the purchase, you should have notified our team at the pickup site,” Adding that there was nothing they can or will do in regard to that matter, but they’d be happy to throw some gift code for your troubles .Upon reviewing the above-mentioned correspondence, EBTH left no other option for their victim/customer but to seek help from an objective third party consumer protection agency such as Revdex.com to resolve this matterGiven these facts and circumstances I am repulsed at their accusation that I was repeatedly unwilling and to work with their customer service department or under their terms and conditionsDuring the process of Revdex.com remediation, EBTH once again falsely asserts that I failed to reply back to them when in fact I did write back to them on 9/10/( as a business owner that work six days a week, hour days, as well as raising two young children, I do not have the time nor did I expect expend this much time and effort after spending $on an item from what I thought to be a honest and legitimate business entity)As well as asserting without any evidence, that they changed their mind about the refund and was waiting for my response, once again blaming their victim/consumer You would expect any legitimate, honest business would have reached out to their customer as soon as they reached such decision, but we are obviously dealing with such business entity EBTH also falsely asserted that this piano in question was in fact sold out of [redacted] when they advertised the estate auction sale that is piano was part of as from [redacted] listing it under [redacted] on their websiteWhen this was pointed during the Revdex.com remediation, EBTH brought out an obscure internal code to now say that the item was in fact sold from their [redacted] ** market.,However for any estate auction originating from [redacted] , they would specifically list it under [redacted] under the heading “ [redacted] , [redacted] “once again highlighting the fact that they also falsely misrepresented this information as well I was able to learn that this particular estate auction was from [redacted] *** and the piano was transported to [redacted] *** to be picked up by the customerAfter multiple correspondence, EBTH now finally admits that they failed to assess and provide accurate information about the condition of the piano and will now offer, a 20% refundwhile asserting that “this is not indicative of the typical EBTH experience." However, their assertion is once again false.I’ve made my first purchase from EBTH on June 24th, and since then, I have purchased over transactions and spending over $Out of those orders, EBTH failed to deliver two orders that I have paid over $2000.00, never even informing me of the status until I called after a month I have paid for the itemsOn Two other orders, the item I have ordered came damaged due to inadequate packing, and EBTH falsely misrepresented on three orders they have sold, and sold me an item with a missing part that was part of the purchaseThat is times out of transactions making it almost one in every four transactions that were either deceptive or had major issues as mentioned above In dealing with EBTH regarding these issues, I have noticed a same systemic pattern of denial, misdirection, deception, stonewalling, and ultimately blackballing the victim for exercising his right as a consumerEBTH has been shown to systematically in violation the FTC regulations, failing to deliver the purchased items within thirty days, violating the code of ethics of auctioneer’s association of Ohio, [redacted] ***, and [redacted] , as well as violating protection laws of Ohio, [redacted] ***, and [redacted] I refuse to spend any more time and energy on this matter dealing with EBTH directly or through Revdex.com I am willing to accept 60% refund of the purchase price without the reinstatement of my account with EBTH, or 50% refund of the purchase price with reinstatement of my EBTH account If this issue cannot be resolved as requested, I will be filing my complaint with the aforementioned agencies and media outlets Regards, ** ***
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.Reverting back to my original post, the description and photos for each chaise were the same for both items - [redacted] and -*** I had no idea of the black mark because the photos did not indicate it or the description did not indicate it prior to the bid After the bid, I received a new set of photos which is when I was alerted to contact EBTH immediately on Monday 5/with to formerly log my dispute I keep checking the ticket # and send emails, Tuesday, Wednesday, and Thursday during business hours do not hear anything Finally at 5pm Thursday, Stephen from customer service called me and said he is leaving in a hour to call back then to discuss dispute Since I am at work and was not readily available to speak to Stephen within his timeframe of a hour, I could not call him right back Then later that night, EBTH chooses a credit card that was on file but not listed as the primary (see attachment) and bills for the chaise without consent of the card If you go to EBTH site and randomly choose any item you will see a description of the item along with the imperfections and accurate photos zoomed in to show those imperfections Attached is a list of items I just randomly took from the site that details the imperfections so the buyer KNOWS exactly what they are bidding on as most online sites operate On every item I purchased and followed on EBTH I knew exactly what I was bidding on except for this chaise Attached is from their website on what can be returned I notified them within minutes of my purchase, once I received the correct photos to dispute If EBTH accepts a return in material errors listed in the description, then why would this not fall under this term The description did not indicate this item was damaged what-so-ever, in fact it listed it as good To any person, an item that is "good" means that there are not any blemishes or imperfectionsThe last attachment lists out what the seller can expect if they choose EBTH If you notice, the middle section, " We photograph the items, write detailed descriptions, and upload them to EBTH.comThe sale goes live on EBTH.com for daysWhy did they NOT do this for the chaise I bid on?Again, the correct photos of the chaise were not uploaded, a detailed description was not listed, EBTH did not contact me to try to resolve the dispute until a hour before the pickup time ended, and EBTH randomly chose a credit card on file that was not listed as the primary to charge me for the chaise Regards, [redacted]
Thank you for the opportunity to further respond to these concernsThe refund was processed 2/It was verified in our credit card processor on 2/as having been processed successfullyThis can take up to ten business days to reappear in MsTrice’s account, depending on her financial institutionThank 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.] There statements are simply not trueMy husband spoke to the man at EBTH about the condition of the pianoHe did not have the impression the employee care or was going to help in anywayWhen I called EBTH later that day, they told me a customer service rep would call me regarding my concerns and they never didThis response from EBTH is the first I have heard from the companyI am completely dissappointed with this company and I want my money back Regards, [redacted]
To recap briefly ***'s experience, her first purchase was a lot of cordials and one had a crack She was issued a $credit and left behind the broken one, but since the invoice was paid in cash, that credit was applied to her next purchase On her next purchase, she was unable to attend the pickup date and time She requested an alternate pickup time the day before the pickup date She preferred to pickup on Monday the 23rd, and she was offered the time window of 9:00-10:30, which did not work for her She asked for a time window of 3-5:30, and she was informed that would not be a possibility Our standard process is to ask that they plan on being there or sending someone on their behalf at this time She was communicated all of this information prior to the pickup time.We list all pickup dates and times so that our bidders can plan accordingly After the pickup date, shipping was added to her invoice as well as all other invoices that were not picked up during the scheduled time We emailed her again on Sunday reminding her that her only availability would be on Monday morning [redacted] was upset that her card was charged for shipping and said that she was going to dispute the charges with her bankOur CSR let her know that if she did that, and we were able to work out another time, we would not be able tor refund the shipping with an active dispute We reminded her of the T&C's that state we need to charge shipping on items not picked up, and that she would be refunded if another option became available.On Monday morning [redacted] asked yet again that we accommodate her on Monday afternoon, and she was told again that was not a possibility In checking with [redacted] about the current status of her shipment, we're told they are still holding her items for pickup but they are also ready to ship They can still come up with a pickup date for her and we can still refund her shipping cost, or we can proceed with shipment
Thank you for the opportunity to respond to these concernsItems purchased on EBTH each have a designated shipping quoteThat is the amount that it will typically cost to ship an itemAs stated, we combine shipping when and where we can, but we are not always able to do thisMs*** purchased six flat prints from EBTH on 1/for $The estimated shipping cost was $120.73, which she ended up payingShe reached out to EBTH regarding combining shipping for the prints and spoke with [redacted] , one of our customer service specialists [redacted] reached out to our shipping team, who told her that the shipping quote was accurateShe did everything in her power to meet Ms***’s request, but was unable toUnfortunately, the information the CS rep was given was inaccurateWe looked into the shipping cost and we have been able to lower the cost of shipping to $This is a difference of $82.82, which we have refundedWe did charge Ms [redacted] for her purchase on 1/24, per the email we sent her when her invoice was ready to be paidIn that invoice, we said “If you are unable to indicate your fulfillment of choice by Monday, January 23rd @ 10:47pm EST, we will automatically select the shipping option and the credit card you have on file will be charged.” This was an automatic process which occurred and had nothing to do with her dispute or the customer service representativeThe failure to pay clause cited from our terms and conditions by Ms [redacted] applies to the instances of forfeiture on the part of buyersWhile negative reviews exist online, our buyers’ positive experiences far outweigh their negative onesWe sell thousands of items in hundreds of sales monthlyOur customer service team works hard to address all concerns brought forth by customersMs***’s experience was no exception to that policyWe would like to extend our sincere apologies to Ms***We understand that it can be frustrating to be given inaccurate information and we have made every effort to correct thatWe have processed her refund and she should see it in her account in the next few days.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns We have worked with Ms [redacted] throughout the delay in delivery of her items and her damage claim processWe understand that she would like to be refunded and we are taking steps to make that happen The photographs requested by our shipping department are photographs that are required by to file the damage claimWe have been able to assemble all photos sent to us and file the claim Given the value of the item, UPS will likely need to come inspect the pieces in personWe appreciate Ms [redacted] ’s continued cooperation and patience and we will process her refund as soon as we are able Thank you for your consideration, EBTH
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 Mr [redacted] purchased two sets of coins from a sale in Charlotte, NC on 2/for $The sales tax he has been charged is $We cannot waive this tax When EBTH establishes a market in a state, we do so in such a way that conforms to all laws and regulations pertaining to estate sales and auctionsAdditionally, when we have a physical presence in a state, customers purchasing in that state must conform to the laws and regulations pertaining to estate sales and auctionsPer our terms and conditions, “All sales are subject to appropriate state sales and use tax laws.” In this instance, Mr [redacted] is located in North CarolinaWe have a physical presence in Charlotte, North Carolina, which means that Mr [redacted] has to pay the sales tax on his itemsWaiving the sales tax for Mr [redacted] would mean breaking the lawHe is required to pay $in sales tax for his item Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a [redacted] convertible from EBTH on 2/for $5500, invoice B- [redacted] Her card was charged $and the remaining $was paid in a wire transfer, per our terms and conditions regarding invoices over $The car was listed in fair condition with the following disclaimer: “some marks on bodyLeather is cracked and worn on seatsThe passenger door needs adjustmentOwner was able to jump start the car to get it running, battery not charged enough to start it the next dayWill need jump start at piand possibly new battery.” Additionally, all cars sold on EBTH contain the following disclaimer: “EBTH does not warrant the condition of vehiclesThe condition stated is that of the ownerPlease bring a mechanic to preview for personal assessmentLastly, the winning bidder is advised to check with their DMV / BMV to ensure that all necessary paperwork, tags, title transfer, et cetera are complete before the motor vehicle is removed from the premises.”Prior to bidding on the car, Ms [redacted] made no attempts to inspect or preview the carWhile we don’t offer previews for most of the items we sell, we will always work to accommodate a vehicle previewln this case, Ms [redacted] purchased this car based only on the information provided in the listingWe do not warrant the condition of vehiclesThis car was tested insofar that it powered on with a jump and was listed as suchAll known defects were therefore listed When Ms [redacted] arrived to pick up her car, she was dissatisfied with the mechanic condition of the carIt was her assessment that we intentionally failed to disclose information regarding the condition of the car and she refused to pay for the pieceAfter approximately weeks, her card was automatically charged $and she was informed that we needed a cashiers check or wire transfer for the remaining balancePer the terms and conditions, "In order to place a bid or list an item, you must have valid payment information stored in your profileBy providing your credit card information to EBTH, you irrevocably authorize EBTH to charge your credit card for the listing fee or total purchase amount of any winning bid plus any fees associated with the sale of the item, including but not limited to taxes, shipping and handling fees, as applicable.” This stands as the authorization by which we charged Ms [redacted] ’s cardMs [redacted] sent the wire transfer on 3/31.While waiting for payment to process for the car, the seller moved the vehicle to [redacted] Car Care in Annapolis, MD, where Ms [redacted] picked it upOn 4/4, [redacted] verified for the seller that the car started and was in driving conditionMs [redacted] maintains that, per [redacted] ***, a car in fair condition must be drivable We cannot accept the car for a refund, nor can the title be transferred to EBTH as we are not a car dealershipThe only possible solution we have to offer Ms [redacted] is to sell the car as a consignment piece to help offset some of her expensesThis would be arranged with the Baltimore marketIn this case, we would list it with Ms [redacted] ’s additional informationAlternatively, Ms [redacted] can sell the vehicle through a private party or another auction house as she sees fitThank you for your consideration.EBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased six pieces of art from EBTH sale [redacted] for a total of $on 8/29, invoice B- [redacted] With shipping and sales tax, her final total was $She was only charged $as the shipping cost was the charge in questionMs [redacted] , concerned about the $shipping cost, called out customer service department on 8/to inquire as to whether she could pick the items up since she lived in [redacted] **, not far from the distribution center in [redacted] where the items were storedThe customer service representative inquired with the staff at the [redacted] *** distribution center, who were unable to accommodate a pickupOur customer service representative was able to obtain approval to refund Ms [redacted] for her purchaseUnfortunately, the pieces are no longer available as they were forfeitWhen an item is up for bid on EBTH, the available fulfillment options are listed for the duration of the bidding processFor these items, they were only available to be shipped from our distribution center in [redacted] ***Items have been moved from other markets to this facility in an effort to improve the selling and shopping process for our global audienceWe list the item origin location to maintain provenance, but we list the physical item location to maintain transparencyMs [redacted] has been an EBTH customer since February We deeply value her business and our relationship with herWe understand how, as a customer who is used to shopping in our [redacted] market where items are often and historically have been available for local pickup, where this confusion may have occurredWe have taken her suggestions proposed in her desired settlement and passed them on to our operations teamWe would like to offer our sincere apologies to Ms [redacted] in this matterIn the future, we encourage her to always inquire with our customer service department if she is unsure of anythingAdditionally, we have sent her a $gift card for use on a future purchaseThank you for your consideration,EBTH
Thank you for the opportunity to respond to these concernsMs [redacted] and her brother, [redacted] ***, held a sale with us in September Mr [redacted] was the contract holder, but we worked closely with bothThe sale, invoice [redacted] , contained items and had a net proceeds of $2, EBTH kept a 35% commission of $This commission is to help offset the cost of the labor involved in the saleThe additional fees were a 3% reimbursement of credit card transactions, per the contract, totaling $and a [redacted] removal fee of $The final check written to the [redacted] family was $705.41.We spoke with the team in [redacted] about this saleThey let us know that, unfortunately, there were many pieces in this sale that ended up being unsellable based on their conditionThe [redacted] service is agreed upon prior to the signing of the contractDue to the overall condition of the home and the items in it, [redacted] removed two ton truck loads from the house, which cost the $feeThe remaining items which we sold were presented to our bidder base of several hundred thousand active bidders for seven daysThe items were mostly antiques, which can have mixed auction resultsWe did not give the [redacted] family any financial expectation or estimateWe agreed to sell the items in the sale in a competitive environment, which we did, and we indicated that we hoped to have a successful saleWhile we always hope our sales are successful, we cannot guarantee the final proceeds of any sale given the nature of the auction industryEBTH is a fully licensed auction houseWe operate within all state and local guidelines where we have marketsShill bidding or fake bidding are illegal practices in our industry and are, therefore, not practices in which we engageEach item we sell is sold on behalf of a clientWe are contractually obligated to catalog, photograph, and host each item for sale for days and ensure fulfillment to the buyersWe are sorry the [redacted] family was not satisfied with the results of the sale of their parents’ belongings.Thank you for your considerationEBTH
We spoke with this customer He was happy that we called He expressed his frustration with the shipping and past experience We listened to his concerns and let him know that we have improved our process and that the ring had left our building today to get to the fulfillment center He thanked us for the call and has expressed that he will remove the Revdex.com complaint/post and that it was resolved We will continue to monitor his experience and follow up
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.]The response from EBTH is not a full explanation of my conversation with their Team Lead person, not with a manager I did say that I had no reason to access the Shipping Quote area because the sale was listed as a Louisville Sale and there would be no reason for me to request a Shipping Quote due to the reason that I live within a few minutes drive of the published Pickup location.I agreed with sharing the shipping cost of the first invoice for the Louisville Sale item that was shipped from Cincinnati, even though nothing on the site referenced that the item was actually in CincinnatiMy reason for agreeing to share the cost was merely because the second customer service rep seemed to understand my complaint and she was very polite in making that offer to me I even advised each customer service rep that I was successful bidding on another item in this same sale None of them advised me that there would be an additional $fee to pick this item up.When I received the second invoice with another $fee for warehouse pick up I called EBTH customer service again to inquire about this additional fee I was told again that the information is in the Shipping Quote area Again, I would not have a reason to request a shipping quote for a Louisville sale with pick up a few minutes from my home.The example attached in my previous response clearly shows that the information is in an area that would not normally be visited by a buyer for an item to be picked up in the same city or a few minutes from their home Respectfully, I do not accept the response form EBTH because the information regarding the sale location is not fully factual, the pick up location is misleading, and the additional fee requirements are not clearly disclosed in the sale description 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.]The contract never mentioned a "price per lot" and in talks with the EBTH representatives that "price per lot" was never mentioned whatsoeverThere was never any "negotiations" whatsoeverI still feel that EBTH has botched this sale and caused me great financial loss and stress in my lifeAs I stated before I never agreed to a second consignment auctionWhile I tried to talk both on the phone and via email about my concerns and complaints with their project managers Bruno C [redacted] and Lucy B [redacted] as well as my designated contact Heather D***, immediately after the sale was started, I was totally ignored after the third day of the day auction (one email sent on June 27th still has not been answered}The contract states that they would advertise the sale prior to it going live which they did notThe mass email was sent on the 4th day of the day auctionI tried to promote the auction myself using the EBTH advertising tools providedEBTH totally ignored my "lotting" instructions prior to the sale going liveI talked, in person, with Bruno C [redacted] and Heather D [redacted] about the "sets" of articles and the value of specific items as wellThey told me that they understood my concerns and goals for this sale and would make sure that the "maximum" amount would be achieved for my itemsEBTH's statements in the response are totally untrueI would still like this issue resolvedAdditionally, I have been waiting more than a week to find out what items were not included in the auction so that I can make plans to pick up my property in [redacted] , [redacted] As of today, I still have not had a responseI also submitted two [redacted] paintings in this auction at the urging of Heather D***She stated that "artwork" always brings higher prices when auctioned by EBTHThe financial losses on the paintings alone were severeI am still severely upset by all of this which includes sleepless nights and stressI am now not able to reach my financial goal which was explained to Bruno C [redacted] and Heather D [redacted] in person at my homeSome of the items in the auction stated "local pionly" or "may contain hazardous materials"I also inquired about these statements stating that "doesn't this limit the bidding to local areas only" and "what hazardous materials" are you talking about? I was totally ignored on those issues as wellRegards, [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.]Thank you for providing additional information from EBTH.I do not accept their response because EBTh has not responded correctly to my previous comments and has provided erroneous information Regarding shipping, how can you justify $for cardboard boxes + styrofoam peanutsand call this "custom pack"? How much does labor cost is there for ear rings weighing oz (box included) and bracelet weighing oz (box included)?As far as [redacted] consumer prices, commercial transit (shipping) and insurance costs are much lower than consumer prices because of the pricing [redacted] offers businesses.The screen shot EBTH provided (file: [redacted] Bracelet Shippingjpg) lists bids for the bracelet, all having a shipping cost of $ How can this be? The first bid (zip 4562) was from McDermott, Ohio, the secxond bid (zip 33770) was from Largo, Fl was $ the third bid mine (zip ***) was $ Again, how can the cost from different zip codes be identical? This contradicts EBTH's position that transit costs are based on location.On August 2, EBTH sent me a "screen shot" of individual bids with different zip codes all reflecting a $shipping cost Bids were from Palos hills, il, Oxen Hill, Md, Lewiston, Ny, Chicago, Il, Bellevue, Il, Middletown, Oh and St Louis, Mo How can all locations have identical shipping costs of $21.21? Incidentally, my bid was not includedEBTH states "payment for the invoice was collected on 8/1" EBTH applied payment to my charge card after I filed a complain THIS PAYMENT WAS NOT AUTHORIZED BY ME Regards, [redacted]
Thank you for the opportunity to further respond to these concernsMr [redacted] is correct in his assessment that, as of his last email with the customer service team, there was no indication of a refundThe consultation with leadership occurred after that email was sent and we expected to communicate with him furtherWhen that communication came via the Revdex.com, we responded as had been decided via that channelThe piano item number was [redacted] -001, with MOR serving as the code for our [redacted] , ** marketThat said, because we are headquartered in Hamilton County in Ohio, our terms and conditions state that “These Terms and Conditions shall be governed by the internal substantive laws of the State of Ohio, without respect to its conflict of laws principles.”The back of this piece was not photographed or assessed, which is why we are able to allow Mr [redacted] to return the piano for a full refundWe do not, however, have the ability to accommodate a pickup of the pieceOur offer of a full refund still standsIf Mr [redacted] does not wish to return the piano, we can offer him a 20% refund as well as a refund of the $warehouse pickup chargeWith sales tax, this is a total refund of $In the event that a customer wishes to keep an item that has not been assessed properly, a 20% refund is a standard refund, as we still have to pay the sellersWe would like to apologize that Mr [redacted] has had a difficult experience with EBTHWe understand that this has been frustrating for him and it is not indicative of the typical EBTH experienceThe decision to end our working relationship with Mr [redacted] is completely based on his repeated unwillingness to work with EBTH within our terms and conditions and his repeated unwillingness to work with our customer service team to solve any issuesThank you for your consideration,EBTH
Hello,We regret to inform the customer that we were unable to locate his item and have refunded his money We have had challenges collecting from this customer to date We have five dates noted where Credit Cards have declined We currently have $in outstanding bills from the customer We are hopeful that this is a reminder to settle the other outstanding invoices Thank you
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/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] gave four Coach handbags to EBTH to sell in consignment, along with several other items in the second half of In October 2016, he worked with our consignment team to address the issue of these bagsBased on the description provided to us, we were not able to locate the handbags when Mr [redacted] brought to our attention that they had not been soldWe do not think the bags were stolen.On October 14, a member of our consignment team sent Mr [redacted] an offer of $in compensation for the three handbagsThis was based on comparable items sold on EBTHMr [redacted] refused this offerThe member of our consignment team forwarded him to our market general manager, who called Mr [redacted] but never heard backTypically, contemporary Coach handbags sell on EBTH for an average of $75-$Coach, as a designer, as lost popularity in the last several years and, therefore, modern pieces do not sell for much more than thatWhen an item goes missing, we are restricted in the compensation we can offer by the selling price of other comparable items on EBTHIn this instance, Mr [redacted] was offered $300, which is $per handbagThis compensation is for the entire potential selling price of the bag and does not include the 35% commission we would typically chargeWe are wiling to offer Mr [redacted] a cash compensation of $for the four bags, a total of $per bagThis is the most we can offer Mr [redacted] as the resale market is not as strong as the retail marketAdditionally, if Mr [redacted] would like, the general manager will call him to finalize these details.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 I find EBTH insistence of repeatedly offering a feigned offer of a full refund as long as I bring the piano back to their warehouse in [redacted] , **; when the cost of arranging such delivery will cost additional $where it will ultimately cost $in delivery cost alone to get a refund for a $piano, as well as to expend two personal days to be oversee the delivery when I picked up the piano and to return it to their [redacted] warehouse to rectify the result of their representationThis is a non-option that EBTH knowingly offers to stonewall and bully its customer/victim to accept whatever solution that is convenient and least costly for them regardless of the pain and suffering they cause their victim/customerWhen I first brought the this issue regarding their representation of this particular piano in question, their first response was” I’m sorry for the trouble, but you should know what we sell isn’t perfect and that they rely on the sellers to be honest and thorough and consumers to do their homework; When in fact it was EBTH’s own project team lead by C.M that went to [redacted] *** to inspect, catalogue, and provide research, item description and condition to be listed on their website for this estate auctionThe following is EBTH’s initial response to my complaint after receiving the photos of the piano:“Thank you for providing the photosI apologize for the trouble hereI do want to confirm that the serial number for this piano, [redacted] , does indicate that it was made in Although I understand your frustration regarding the construction of the piano, I must say that we cannot guarantee that any item sold on our site is in new or perfect conditionWe will provide descriptions based on its assessment of an itemHowever, we cannot guarantee that our assessment of condition will be the same as your assessmentOften times, we rely solely on information provided by the SellerAs you are bidding on items sight unseen, we ask that you take this information into account when placing bidsThe listing also states via the condition, "Basic functions are operable but not fully tested." meaning that this piece was tested in the most basic of termsNo professional assessment was conducted regarding its condition.As you left the property with this item in hand, what sort of resolution are you looking for in this situation?” Upon receiving my request for refund, I was flatly denied of any refund by EBTH stating as follows: "Thank you for getting back to meUnfortunately, I am not able to offer any monetary compensation in this caseAs stated before, we do not guarantee that items sold on our site are in new or in perfect conditionWe are selling used items and provide all of the information we have available to us when catalogingOur team did not remove this piano from the wall or they would have provided photos of the posterior of the pianoItems are sold as is and we depend on our bidders to take such information into account before placing bids You left the estate with this item in your possessionHad you have had concerns about the purchase, you should have notified our team at the pickup siteThis sale has now left our handsI would be happy to issue a $gift card for your troubles, but that is all that I can offer to you.” Instead of honestly addressing the legitimate complaint their customer brought up, they instead stonewalled deceived, misdirected, and blamed their customer writing that “You left the estate with this item in your possessionHad you have had concerns about the purchase, you should have notified our team at the pickup site,” Adding that there was nothing they can or will do in regard to that matter, but they’d be happy to throw some gift code for your troubles .Upon reviewing the above-mentioned correspondence, EBTH left no other option for their victim/customer but to seek help from an objective third party consumer protection agency such as Revdex.com to resolve this matterGiven these facts and circumstances I am repulsed at their accusation that I was repeatedly unwilling and to work with their customer service department or under their terms and conditionsDuring the process of Revdex.com remediation, EBTH once again falsely asserts that I failed to reply back to them when in fact I did write back to them on 9/10/( as a business owner that work six days a week, hour days, as well as raising two young children, I do not have the time nor did I expect expend this much time and effort after spending $on an item from what I thought to be a honest and legitimate business entity)As well as asserting without any evidence, that they changed their mind about the refund and was waiting for my response, once again blaming their victim/consumer You would expect any legitimate, honest business would have reached out to their customer as soon as they reached such decision, but we are obviously dealing with such business entity EBTH also falsely asserted that this piano in question was in fact sold out of [redacted] when they advertised the estate auction sale that is piano was part of as from [redacted] listing it under [redacted] on their websiteWhen this was pointed during the Revdex.com remediation, EBTH brought out an obscure internal code to now say that the item was in fact sold from their [redacted] ** market.,However for any estate auction originating from [redacted] , they would specifically list it under [redacted] under the heading “ [redacted] , [redacted] “once again highlighting the fact that they also falsely misrepresented this information as well I was able to learn that this particular estate auction was from [redacted] *** and the piano was transported to [redacted] *** to be picked up by the customerAfter multiple correspondence, EBTH now finally admits that they failed to assess and provide accurate information about the condition of the piano and will now offer, a 20% refundwhile asserting that “this is not indicative of the typical EBTH experience." However, their assertion is once again false.I’ve made my first purchase from EBTH on June 24th, and since then, I have purchased over transactions and spending over $Out of those orders, EBTH failed to deliver two orders that I have paid over $2000.00, never even informing me of the status until I called after a month I have paid for the itemsOn Two other orders, the item I have ordered came damaged due to inadequate packing, and EBTH falsely misrepresented on three orders they have sold, and sold me an item with a missing part that was part of the purchaseThat is times out of transactions making it almost one in every four transactions that were either deceptive or had major issues as mentioned above In dealing with EBTH regarding these issues, I have noticed a same systemic pattern of denial, misdirection, deception, stonewalling, and ultimately blackballing the victim for exercising his right as a consumerEBTH has been shown to systematically in violation the FTC regulations, failing to deliver the purchased items within thirty days, violating the code of ethics of auctioneer’s association of Ohio, [redacted] ***, and [redacted] , as well as violating protection laws of Ohio, [redacted] ***, and [redacted] I refuse to spend any more time and energy on this matter dealing with EBTH directly or through Revdex.com I am willing to accept 60% refund of the purchase price without the reinstatement of my account with EBTH, or 50% refund of the purchase price with reinstatement of my EBTH account If this issue cannot be resolved as requested, I will be filing my complaint with the aforementioned agencies and media outlets Regards, ** ***
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.Reverting back to my original post, the description and photos for each chaise were the same for both items - [redacted] and -*** I had no idea of the black mark because the photos did not indicate it or the description did not indicate it prior to the bid After the bid, I received a new set of photos which is when I was alerted to contact EBTH immediately on Monday 5/with to formerly log my dispute I keep checking the ticket # and send emails, Tuesday, Wednesday, and Thursday during business hours do not hear anything Finally at 5pm Thursday, Stephen from customer service called me and said he is leaving in a hour to call back then to discuss dispute Since I am at work and was not readily available to speak to Stephen within his timeframe of a hour, I could not call him right back Then later that night, EBTH chooses a credit card that was on file but not listed as the primary (see attachment) and bills for the chaise without consent of the card If you go to EBTH site and randomly choose any item you will see a description of the item along with the imperfections and accurate photos zoomed in to show those imperfections Attached is a list of items I just randomly took from the site that details the imperfections so the buyer KNOWS exactly what they are bidding on as most online sites operate On every item I purchased and followed on EBTH I knew exactly what I was bidding on except for this chaise Attached is from their website on what can be returned I notified them within minutes of my purchase, once I received the correct photos to dispute If EBTH accepts a return in material errors listed in the description, then why would this not fall under this term The description did not indicate this item was damaged what-so-ever, in fact it listed it as good To any person, an item that is "good" means that there are not any blemishes or imperfectionsThe last attachment lists out what the seller can expect if they choose EBTH If you notice, the middle section, " We photograph the items, write detailed descriptions, and upload them to EBTH.comThe sale goes live on EBTH.com for daysWhy did they NOT do this for the chaise I bid on?Again, the correct photos of the chaise were not uploaded, a detailed description was not listed, EBTH did not contact me to try to resolve the dispute until a hour before the pickup time ended, and EBTH randomly chose a credit card on file that was not listed as the primary to charge me for the chaise Regards, [redacted]
Thank you for the opportunity to further respond to these concernsThe refund was processed 2/It was verified in our credit card processor on 2/as having been processed successfullyThis can take up to ten business days to reappear in MsTrice’s account, depending on her financial institutionThank 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.] There statements are simply not trueMy husband spoke to the man at EBTH about the condition of the pianoHe did not have the impression the employee care or was going to help in anywayWhen I called EBTH later that day, they told me a customer service rep would call me regarding my concerns and they never didThis response from EBTH is the first I have heard from the companyI am completely dissappointed with this company and I want my money back Regards, [redacted]
To recap briefly ***'s experience, her first purchase was a lot of cordials and one had a crack She was issued a $credit and left behind the broken one, but since the invoice was paid in cash, that credit was applied to her next purchase On her next purchase, she was unable to attend the pickup date and time She requested an alternate pickup time the day before the pickup date She preferred to pickup on Monday the 23rd, and she was offered the time window of 9:00-10:30, which did not work for her She asked for a time window of 3-5:30, and she was informed that would not be a possibility Our standard process is to ask that they plan on being there or sending someone on their behalf at this time She was communicated all of this information prior to the pickup time.We list all pickup dates and times so that our bidders can plan accordingly After the pickup date, shipping was added to her invoice as well as all other invoices that were not picked up during the scheduled time We emailed her again on Sunday reminding her that her only availability would be on Monday morning [redacted] was upset that her card was charged for shipping and said that she was going to dispute the charges with her bankOur CSR let her know that if she did that, and we were able to work out another time, we would not be able tor refund the shipping with an active dispute We reminded her of the T&C's that state we need to charge shipping on items not picked up, and that she would be refunded if another option became available.On Monday morning [redacted] asked yet again that we accommodate her on Monday afternoon, and she was told again that was not a possibility In checking with [redacted] about the current status of her shipment, we're told they are still holding her items for pickup but they are also ready to ship They can still come up with a pickup date for her and we can still refund her shipping cost, or we can proceed with shipment
Thank you for the opportunity to respond to these concernsItems purchased on EBTH each have a designated shipping quoteThat is the amount that it will typically cost to ship an itemAs stated, we combine shipping when and where we can, but we are not always able to do thisMs*** purchased six flat prints from EBTH on 1/for $The estimated shipping cost was $120.73, which she ended up payingShe reached out to EBTH regarding combining shipping for the prints and spoke with [redacted] , one of our customer service specialists [redacted] reached out to our shipping team, who told her that the shipping quote was accurateShe did everything in her power to meet Ms***’s request, but was unable toUnfortunately, the information the CS rep was given was inaccurateWe looked into the shipping cost and we have been able to lower the cost of shipping to $This is a difference of $82.82, which we have refundedWe did charge Ms [redacted] for her purchase on 1/24, per the email we sent her when her invoice was ready to be paidIn that invoice, we said “If you are unable to indicate your fulfillment of choice by Monday, January 23rd @ 10:47pm EST, we will automatically select the shipping option and the credit card you have on file will be charged.” This was an automatic process which occurred and had nothing to do with her dispute or the customer service representativeThe failure to pay clause cited from our terms and conditions by Ms [redacted] applies to the instances of forfeiture on the part of buyersWhile negative reviews exist online, our buyers’ positive experiences far outweigh their negative onesWe sell thousands of items in hundreds of sales monthlyOur customer service team works hard to address all concerns brought forth by customersMs***’s experience was no exception to that policyWe would like to extend our sincere apologies to Ms***We understand that it can be frustrating to be given inaccurate information and we have made every effort to correct thatWe have processed her refund and she should see it in her account in the next few days.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns We have worked with Ms [redacted] throughout the delay in delivery of her items and her damage claim processWe understand that she would like to be refunded and we are taking steps to make that happen The photographs requested by our shipping department are photographs that are required by to file the damage claimWe have been able to assemble all photos sent to us and file the claim Given the value of the item, UPS will likely need to come inspect the pieces in personWe appreciate Ms [redacted] ’s continued cooperation and patience and we will process her refund as soon as we are able Thank you for your consideration, EBTH
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 Mr [redacted] purchased two sets of coins from a sale in Charlotte, NC on 2/for $The sales tax he has been charged is $We cannot waive this tax When EBTH establishes a market in a state, we do so in such a way that conforms to all laws and regulations pertaining to estate sales and auctionsAdditionally, when we have a physical presence in a state, customers purchasing in that state must conform to the laws and regulations pertaining to estate sales and auctionsPer our terms and conditions, “All sales are subject to appropriate state sales and use tax laws.” In this instance, Mr [redacted] is located in North CarolinaWe have a physical presence in Charlotte, North Carolina, which means that Mr [redacted] has to pay the sales tax on his itemsWaiving the sales tax for Mr [redacted] would mean breaking the lawHe is required to pay $in sales tax for his item Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a [redacted] convertible from EBTH on 2/for $5500, invoice B- [redacted] Her card was charged $and the remaining $was paid in a wire transfer, per our terms and conditions regarding invoices over $The car was listed in fair condition with the following disclaimer: “some marks on bodyLeather is cracked and worn on seatsThe passenger door needs adjustmentOwner was able to jump start the car to get it running, battery not charged enough to start it the next dayWill need jump start at piand possibly new battery.” Additionally, all cars sold on EBTH contain the following disclaimer: “EBTH does not warrant the condition of vehiclesThe condition stated is that of the ownerPlease bring a mechanic to preview for personal assessmentLastly, the winning bidder is advised to check with their DMV / BMV to ensure that all necessary paperwork, tags, title transfer, et cetera are complete before the motor vehicle is removed from the premises.”Prior to bidding on the car, Ms [redacted] made no attempts to inspect or preview the carWhile we don’t offer previews for most of the items we sell, we will always work to accommodate a vehicle previewln this case, Ms [redacted] purchased this car based only on the information provided in the listingWe do not warrant the condition of vehiclesThis car was tested insofar that it powered on with a jump and was listed as suchAll known defects were therefore listed When Ms [redacted] arrived to pick up her car, she was dissatisfied with the mechanic condition of the carIt was her assessment that we intentionally failed to disclose information regarding the condition of the car and she refused to pay for the pieceAfter approximately weeks, her card was automatically charged $and she was informed that we needed a cashiers check or wire transfer for the remaining balancePer the terms and conditions, "In order to place a bid or list an item, you must have valid payment information stored in your profileBy providing your credit card information to EBTH, you irrevocably authorize EBTH to charge your credit card for the listing fee or total purchase amount of any winning bid plus any fees associated with the sale of the item, including but not limited to taxes, shipping and handling fees, as applicable.” This stands as the authorization by which we charged Ms [redacted] ’s cardMs [redacted] sent the wire transfer on 3/31.While waiting for payment to process for the car, the seller moved the vehicle to [redacted] Car Care in Annapolis, MD, where Ms [redacted] picked it upOn 4/4, [redacted] verified for the seller that the car started and was in driving conditionMs [redacted] maintains that, per [redacted] ***, a car in fair condition must be drivable We cannot accept the car for a refund, nor can the title be transferred to EBTH as we are not a car dealershipThe only possible solution we have to offer Ms [redacted] is to sell the car as a consignment piece to help offset some of her expensesThis would be arranged with the Baltimore marketIn this case, we would list it with Ms [redacted] ’s additional informationAlternatively, Ms [redacted] can sell the vehicle through a private party or another auction house as she sees fitThank you for your consideration.EBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased six pieces of art from EBTH sale [redacted] for a total of $on 8/29, invoice B- [redacted] With shipping and sales tax, her final total was $She was only charged $as the shipping cost was the charge in questionMs [redacted] , concerned about the $shipping cost, called out customer service department on 8/to inquire as to whether she could pick the items up since she lived in [redacted] **, not far from the distribution center in [redacted] where the items were storedThe customer service representative inquired with the staff at the [redacted] *** distribution center, who were unable to accommodate a pickupOur customer service representative was able to obtain approval to refund Ms [redacted] for her purchaseUnfortunately, the pieces are no longer available as they were forfeitWhen an item is up for bid on EBTH, the available fulfillment options are listed for the duration of the bidding processFor these items, they were only available to be shipped from our distribution center in [redacted] ***Items have been moved from other markets to this facility in an effort to improve the selling and shopping process for our global audienceWe list the item origin location to maintain provenance, but we list the physical item location to maintain transparencyMs [redacted] has been an EBTH customer since February We deeply value her business and our relationship with herWe understand how, as a customer who is used to shopping in our [redacted] market where items are often and historically have been available for local pickup, where this confusion may have occurredWe have taken her suggestions proposed in her desired settlement and passed them on to our operations teamWe would like to offer our sincere apologies to Ms [redacted] in this matterIn the future, we encourage her to always inquire with our customer service department if she is unsure of anythingAdditionally, we have sent her a $gift card for use on a future purchaseThank you for your consideration,EBTH
Thank you for the opportunity to respond to these concernsMs [redacted] and her brother, [redacted] ***, held a sale with us in September Mr [redacted] was the contract holder, but we worked closely with bothThe sale, invoice [redacted] , contained items and had a net proceeds of $2, EBTH kept a 35% commission of $This commission is to help offset the cost of the labor involved in the saleThe additional fees were a 3% reimbursement of credit card transactions, per the contract, totaling $and a [redacted] removal fee of $The final check written to the [redacted] family was $705.41.We spoke with the team in [redacted] about this saleThey let us know that, unfortunately, there were many pieces in this sale that ended up being unsellable based on their conditionThe [redacted] service is agreed upon prior to the signing of the contractDue to the overall condition of the home and the items in it, [redacted] removed two ton truck loads from the house, which cost the $feeThe remaining items which we sold were presented to our bidder base of several hundred thousand active bidders for seven daysThe items were mostly antiques, which can have mixed auction resultsWe did not give the [redacted] family any financial expectation or estimateWe agreed to sell the items in the sale in a competitive environment, which we did, and we indicated that we hoped to have a successful saleWhile we always hope our sales are successful, we cannot guarantee the final proceeds of any sale given the nature of the auction industryEBTH is a fully licensed auction houseWe operate within all state and local guidelines where we have marketsShill bidding or fake bidding are illegal practices in our industry and are, therefore, not practices in which we engageEach item we sell is sold on behalf of a clientWe are contractually obligated to catalog, photograph, and host each item for sale for days and ensure fulfillment to the buyersWe are sorry the [redacted] family was not satisfied with the results of the sale of their parents’ belongings.Thank you for your considerationEBTH