p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Thank you for the opportunity to address your concerns. When we looked into [redacted]’s experience...
with EBTH, we determined that his complaint with Revdex.com was filed two days after his sale pickup date, without him reaching out to the project manager to try to solve the problem. When she was notified of his complaint, she was able to quickly and easily rectify his concerns. [redacted]’s primary concern was the 1922 [redacted], a museum quality car that does not run, still in his garage. The day the complaint was filed, we sent a flatbed truck to his property to retrieve the car. It was no longer on his property by the end of that day. [redacted] was also concerned about bedroom furniture which was left at his house. We were able to determine that the buyers of the furniture were out of state buyers who arrived to the pickup as it was ending. When they were unable to fit all of the pieces in their vehicle, [redacted] made a side deal with them to pick up the rest the following weekend. We advise against sellers making deals with buyers outside of the context of their EBTH sale as we are no longer responsible for the terms of the agreement. Therefore, there was nothing we could do regarding the removal of the furniture. [redacted] admitted that he did not attempt to resolve his concerns using the proper channels, instead choosing to immediately escalate his concerns to the Revdex.com. At this point, all of his concerns have been met and all pieces have been removed from his home, though that was the arrangement prior to him submitting the Revdex.com complaint. We consider this matter resolved. EBTH
Thank you for the opportunity to further respond to these concerns. As shown in the previously attached PDF file, Ms. [redacted] entered a maximum bid of $230 when she entered her minimum bid of $40. Maximum bidding is explained in our terms and conditions and, as previously explained, “if you enter a maximum bid, the system will automatically raise your bid by the specified increments if you are subsequently outbid, up to your designated maximum bid amount.” The bidding ended for Ms. [redacted]'s maximum bid at $120. Maximum bids can be seen and edited by the winning bidder for the entire time they hold that bid and are bidding on an item. Ms. [redacted] could have changed her maximum bid at any time during the 6-day period she held that bid. However, as she stated in her original complaint, she “signed off and promptly forgot about it.” We cannot allow Ms. [redacted] to return the bracelet for a refund since the information was available to her for six days and her initial bid included a maximum bid. If the Revdex.com needs any additional information, we are happy to provide it. Otherwise, we consider this matter resolved.Thank you for your consideration. EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]---To whom may concernI had send the answer I can see that you have not received it.Everything but the house had refund the money paid for the item.I don't know what happen to the item in question, I never got an answer.I thank you for your fast response, your guys are great.Thank you very much[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted]’s original shipping cost was as he stated for [redacted] ground. $87.24 in transit, $64.62 in insurance, and $46.16 in custom packing, which totaled $197.66.When we rebooked Mr. [redacted]’s shipping to [redacted] Next Day Air, the shipping cost changed, but we did not adjust his price. Mr. [redacted] had already received a discount on the insurance cost since we have a working relationship with [redacted]. Insurance cost is typically 3% of the total item price. In this case, his total item price was $6715, so insurance would have been $201.45. He was instead charged $64.26 for the same coverage. Additionally, custom packing remained the same at $46.16. The transit cost for this invoice to ship next day air was $157.58. His final next day air shipping cost was $267.42, with $157.58 in transit, $46.16 in packing, and $64.26 in insurance. This is a difference of $69.76. Instead of charging Mr. [redacted] the additional cost, we absorbed it as a courtesy. Thank you for your consideration,EBTH
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} 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 process. We 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 claim. We 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 person. We 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:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It seems as though EBTH is trying to assist us in a Return of this item and subsequent refund, however, it doesn't state whether it is a Full and Complete Refund, for Total Amount Paid for Item, Taxes and Shipping Fees Incurred. I will work with EBTH in a Resolution to this matter. I Reserve the Right to keep this case Open Until it is Resolved by a Full and Complete Refund to the Original Form of Payment. Thank you Revdex.com and EBTH in assisting in this Unfortunate Matter.Sincerely, Richard K. [redacted]
Regards,
Richard [redacted]
[redacted],The item was delivered per the attached [redacted] tracking image. Your freight amount was reduced by 50% and $48.81 was refunded to your credit card in good faith to resolve this. Our cost of shipping was much higher. We hope you find this satisfactory and at this point consider the situation resolved.The EBTH Team
Thank you for the opportunity to further respond to these concerns. When items are forfeit, they are disposed of if they cannot be resold. In this case, Mr. [redacted] spent $31 which did not constitute a resell. We have to charge customers who forfeit because, in placing a bid, they are agreeing to pay us the bid amount, the majority of which we pass on to the seller. In reviewing the recorded phone call from 3/3, Mr. [redacted] said exactly “What I’d like to do is just go ahead and cancel it and give me my money back and then I won’t be using the site anymore.” He then said, ”If you ship it now, I’m just going to refuse it and return it.” He was told we were experiencing a site outage and the CS rep would look into it when we came back online and call him back. When he called on 3/6, he spoke to customer service for 7 minutes and 45 seconds. In that call, Mr. [redacted] said “Don’t ship it and refund my money and if you do ship it, I’m going to just reject it and have them return to sender.” The customer service representative told him “If you reject the package, you’ll still be fully responsible for the amount of the invoice.” He told her he’d requested to cancel the order, which he had, but she wasn’t sure if she could cancel shipping. She told him “I can certainly try to cancel the shipment, but please note that means that it would only be returning to you the shipment cost. You would still ultimately be responsible for the item.” He said “Well, I’m asking for a refund for everything.” She said “You signed a contract saying that you will be responsible for the winning bid amount if you place a bid. So, even if you do not receive the item, as you’re saying that you would not like to have it shipped to you, you are forfeiting the item and therefore you would still be responsible for the amount of the winning bid to pay the seller, but you do you not have to receive the item.” The contract in question is the agreement to the terms and conditions, which every bidder must do prior to placing bids on our site. In response, Mr. [redacted] said “Okay, then we’ll have to go through court on that. I’m going to reject it. Do not ship it, because I’m going to reject it.” Each quote in this response was transcribed exactly. Mr. [redacted] was informed that he was forfeiting the item, that if shipping could be canceled the cost would be returned to him, and that he would not be refunded prior to filing this complaint. We were fully transparent, both in our terms and condition and in the interactions with him on the phone. We can send these calls on to the Revdex.com at your request. We cannot refund Mr. [redacted] and we consider this matter closed. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] contracted EBTH to hold sales for two of her clients: [redacted] and [redacted]. Ms. [redacted]’s sale of 27 items, [redacted], closed on 9/26, invoice S-[redacted]. The sale grossed $866 in proceeds, of which EBTH kept $346.40...
in commission. The remaining sale proceeds of $519.60 were used to pay for the expenses of moving the items from the property to the [redacted] consolidation warehouse, leaving the seller with $0.00 in sale proceeds. Ms. [redacted]’s sale of 2 items, [redacted], closed on 10/15, invoice S-[redacted]. The sale grossed $167 in proceeds, of which EBTH kept $66.80 in commission. The remaining sale proceeds of $100.20 were used to pay for the expenses of moving the items from the property to the [redacted] consolidation warehouse, leaving the seller with $0.00 in sale proceeds. We have included PDF invoices of each sale as “[redacted] Invoice” and “[redacted] Invoice.”Prior to taking these items, the EBTH sales specialist explained to Ms. [redacted] via email that the client would be responsible for paying for the moving expenses to remove their pieces from a rented storage facility to the EBTH warehouse in ** and that payment would be kept from the remaining sale proceeds after the EBTH commission was taken. This clause was written into both contracts, which have been included under each client’s name. Ms. [redacted] authorized EBTH to proceed with the sale, so Ms. [redacted]’s items were taken first. Before Ms. [redacted]’s sale went live, Ms. [redacted] emailed the sales specialist to request a pickup of Ms. [redacted]’s items. The sales specialist took the photos of Ms. [redacted]’s items to the warehouse staff, who determined that we could only sell one piece, a large cabinet, on 9/13. The sales specialist said to Ms. [redacted] via email “due to space constraints, we will need to pass on the other items at this time. For other resources for selling furniture, I can also recommend trying [redacted], as well as [redacted] Marketplace or [redacted].”Ms. [redacted] asked if we could take a designer table along with the cabinet on 9/13 as they were “the two largest items [she needed] to take care of.” The sales specialist responded with “I can speak to my warehouse team about the dining table again, but unfortunately those are very hard pieces for us to sell (and to store in the meantime) and it may only earn a few hundred dollars on our site. Once you factor in the cost of transportation, the logistics of shooting it, and so forth, plus our commission, it becomes a bit price prohibitive on both sides.” Eventually, we agreed to sell the table and chairs along with the cabinet, but when the sales team arrived at the storage facility, only the table and the chairs were remaining. Ultimately, after both sales had closed and the moving costs had been held from both invoices, both Ms. [redacted] and Ms. [redacted] were left with $0.00 in sale proceeds. Based on the emails exchanged between Ms. [redacted] and the sales team, we have determined that the sales specialist did everything they could to set the expectation that large furniture was not necessarily financially advantageous to sell on EBTH, given the moving expenses, and attempted to help Ms. [redacted] find a better option. We would like to offer our sincere apologies to Ms. [redacted] and her clients for this experience. We understand that it is frustrating. If Ms. [redacted] wishes that we no longer contact her, we are able to accommodate that request, but we cannot accommodate a billing adjustment. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. According to our terms and conditions, “EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal and payment date. When you win an item, any shipping times we provide are...
estimates only and actual delivery dates may vary.” Ms. [redacted] purchased a pair of rings on 12/11 and the removal date for these items was 12/17. This can be seen at the bottom of the attached invoice in the “Pickup Terms” section. The shipping process for these rings began 12/19 and we booked shipping on 12/20. The piece was shipped to her via UPS Mail Innovations, which means UPS takes it to the nearest USPS post office, where it is delivered to the customer in their regular mail. The tracking number is [redacted]We have attached a PDF version of the tracking information from UPS. UPS received the shipment on 1/5 where it was sent to UPS Mail Innovations. Since we were closed for the holidays on 12/23, 12/26, and 1/1, this was the tenth business day after the pickup date. The shipment was received by UPS Mail Innovations in Butner, NC on 1/9. It was received by the regional USPS hub in Columbus, SC which serves Ms. [redacted] on 1/15 and taken to the local post office in Longs, SC on 1/17. This was the wrong local post office, as indicated by the tracking information, and it was returned to the Columbia, SC hub early on 1/18. It was received by the Lake City, SC local post office on 1/18 and should be out for delivery in the next few days. We are within the parameters set forth by our terms and conditions regarding our shipping timeline. Unfortunately, the shipment was delayed by UPS and USPS and that is out of our control. That said, we are willing to refund the $7.28 in shipping costs as a courtesy. We are unable to refund the sales tax. Per the terms and conditions, “All sales are subject to appropriate state sales and use tax laws.” Shipments are taxed to the place of delivery - so if it was picked up at the Cincinnati warehouse, then it was “delivered” there. Ms. [redacted] was taxed because we have a physical presence in SC. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a [redacted] router table with a bag of accessories on 10/28 for $85, invoice B-[redacted]. This piece was available to be picked up in [redacted], ** on 10/31 or to be shipped to Mr. [redacted] in [redacted]...
[redacted] for $167.51.When Mr. [redacted] contacted customer service to express his concern over the shipping price, the customer service representative checked the shipping price with the shipping team. It was confirmed that, due to the size and weight of this piece, the price was accurate. This piece would have been shipped via our home delivery service, which is a freight service, making it a fairly high price. Mr. [redacted] chose to forfeit the piece, in which case he was responsible for payment of the piece but it wasn’t shipped to him. His final invoice total was $90.10.The shipping prices are available on the individual item page during the time that bidding was live, as well as any available pick up information. Mr. [redacted] would have had access to this information prior to placing his initial bid and during his bidding. At this point, we are unable to refund Mr. [redacted] for this piece. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. The photographs of the chaise did not change at any point. A zoomed in photograph of the mark is included in the listing and has been for the entire duration of the piece’s life on EBTH. It can be seen in the full object piece as well as in the closeup shot. Per our terms and conditions, “All items are sold ‘as is’ and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touch-up or repairs prior to use and the available information about these items may be limited. EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults (chips, cracks, significant damage, etc.) 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. It is your responsibility to read and review all descriptions and images of an item before bidding, and you acknowledge that in posting such descriptions.”Escalations are addressed in the order they are received. Our escalations team members are also part of the customer service team and only have a small period of time each day to work on escalation calls. Ms. [redacted]’s escalation was addressed as quickly as the team was able to address it. In agreeing to our terms and conditions, Ms. [redacted] authorizes EBTH to charge a card on file automatically for any winning bids. If she prefers, we can refund the non-primary card and charge the primary card, but she is still responsible for payment of the invoice. “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.”The piece is being held at our [redacted] showroom until this dispute is resolved. It can be picked up at 4650 Wilmer Ave during our regular business hours, which are from 10-6 Monday to Friday and 10-1 on Saturday. If Ms. [redacted] fails to pick the piece up, she still must pay for it and ownership will revert back to EBTH and she will still be responsible for payment of the piece. Per our terms and conditions, “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.” We will not, in this instance, charge Ms. [redacted] a disposal fee.Thank you for your consideration,EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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.
Yes it says reasonable effort made to ship my items - which wasn't done - they couldn't even locate my items when I first contacted them - the sale was within 2 hour drive of my home and within 15 miles of EBTH warehouse.. it was two small pieces of jewelry so it didn't require extra time to pack or find packing materials and as it was local - I don't think any reasonable effort was made to get this shipped within 10 business days.I was even told the item was packed and was just waiting to be picked up by the carrier - two days ago, of course it didn't and while they say it has shipped that isn't true they have assigned a tracking number and notified UPS but it hasn't been shipped. That status can stay for days as I have another package at the same stage and it still hasn't shipped days later.I have spent thousands of dollars with this business and this situation for these items is not ok with me and as I have notified them since Monday - don't ship it as inwill refuse delivery and expect to be refunded - in this case they have failed to keep their side of the stated shipping agreement. they have ignored my emails since Monday - never responded to anything since - they never said they were shipping the items other than a standard auto shipping notification.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hello,We have researched this issue internally and externally. After reading over the notes on the account and our internal communication system, our shipping vendor lost the item in transit. We had to eat the cost on this and we highly prefer to get the item to the seller so they...
can celebrate their win. We empathize how frustrating this is and have refunded the item and shipped the other item. It arrived on May 4th according to FedEx tracking.I’m also adding a $100 gift card in hopes she will give us another opportunity. Thank you for the feedback. Here are the tickets:when can I expect an order, placed six wks ago?[redacted] reported a month ago (Fri, 1 Apr at 8:28 PM) via Portal MetaHello there,Any word on when I can expect this "booked" order? It was paid for on February 22, six weeks ago, but I've heard nothing. Thanks,[redacted] replied a month ago (Sat, 2 Apr at 1:54 PM)Replied to : [redacted]Hi [redacted],I apologize for the delay.I have reached out to the shipping vendor to see if they can get me an update from FedEx on this invoice.As soon as I hear from them, I will email you with an update. Ticket: [redacted]Have a fantastic day![redacted]Customer Service Specialist[redacted] added a public note a month ago (Tue, 5 Apr at 2:42 PM)Hi [redacted],Thanks for your help; I'm looking forward to getting an update this week. Feel free to call me with any additional information; my cell is [redacted].Yours,[redacted] replied a month ago (Fri, 8 Apr at 5:14 PM)Replied to : [redacted]Hi [redacted],I apologize for the delay, I have heard from our shipping vendor and they have one of the items from your invoice but the other is not there. I have emailed the Project Manager for the Columbus EBTH to see if they have it locked up somewhere.I plan on refunded you half of the shipping cost but I would like to wait to process that in case I need to refund for something else. I will email you as soon as I get a response, I do apologize though- it may not be until Monday or Tuesday but I will update you as soon as I can.Ticket: [redacted]Have a fantastic day![redacted]Customer Service Specialist[redacted] replied a month ago (Tue, 12 Apr at 1:39 PM)to : [redacted]Hi [redacted],Thank you for the update. I am guessing that someone "lost" the Corita Kent prints because they discovered that they are potentially valuable and could be resold for more than I paid. This is extremely frustrating, as the thrill of shopping on EBTH is finding such treasures and securing then. I'm also just really disappointed. I was planning on restoring, framing, and enjoying these prints. They mean a lot to me.If it turns out that these prints were taken back by the original owners or stolen by someone else, I'd like a full refund, at the very least. I'd also like to get in touch with the person who manages sales and shipping, to express my disappointment.I know it's not your fault. And I appreciate your work to find my posters. But the people in charge should understand that this kind of thing is not ok. I spent $1000. That level of purchase should not have been misplaced, and I shouldn't have to be chasing after it like this. Can you send me the contact information for the person our team in charge of this sale? I just want to know what happened. Thanks,-[redacted]Sent from Yahoo Mail on Android [redacted] replied 18 days ago (Fri, 22 Apr at 5:31 PM)Replied to : [redacted]Hi [redacted],I am so very sorry for the delay. I have finally gotten word from the Columbus staff. They have searched and the shipping vendor has searched but they can not locate the (16COL008-069) Collection of Vintage Sister Mary Corita Kent Posters. They have the other item and will ship it out. I have processed a refund for $979.73 to the credit card on file, this is the item amount and half of the shipping cost. Please allow a few business days for the refund to clear your account.I apologize for the inconvenience. Please let me know if you have any questions.Ticket: [redacted]Have a fantastic day![redacted]Customer Service Specialist[redacted]Invoice DetailsINVOICE #:INVOICE DATE:STATUS:SHIPPING STATUS:SALE:[redacted]FulfilledDelivered[redacted]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased three rugs...
and a patio umbrella from EBTH on 11/25 for $5.00. Each item was subject to a $30 warehouse pickup fee, as indicated by the fulfillment options on the item pages while the items were live for sale on our site. The $10 fee referenced by Mr. [redacted] is a handling fee assessed in the instance of an alternate pickup where items are moved from one pickup location to another. “Items which must be moved from one location to another in order to make alternate pickup arrangements are subject to a minimum handling fee of ten dollars ($10.00) per lot.” This is different from the $30 warehouse fee, which is assessed when items have to be removed from a property prior to their sale. Two of the rugs on Mr. [redacted]’s invoice were actually one rug and a duplicate listing for that same rug. Each listing had incorrect dimensions. When the representative discussed these rugs with Mr. [redacted], they agreed he would take the rug and be credited for both item numbers, due to the inaccurate measurements in both descriptions. With the pickup fees, this was a credit of $62, leaving Mr. [redacted] responsible for $63 plus sales tax. When Mr. [redacted] reached out to our customer service team regarding the two warehouse pickup fees, it was explained to him that we keep the fulfillment options, including any associated fees, on the item page while the item is live on EBTH. We also showed him where he would have been able to see that information on both our website and our app. We refunded 1/3 of Mr. [redacted]’s warehouse fees as a courtesy. Per our terms and conditions, “Your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTH. If you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.” The costs include the warehouse pickup fee. We cannot further refund Mr. [redacted]’s warehouse pickup fee. Thank you for your consideration EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. If they want to consider this matter closed I will accept. Since I have disputed the charge I understand they can't credit account. I emailed them multiple times and they never responded to one email. I called multiple times and after waiting on hold I did get through to them but no effort was made on their part to return an email and or phone call. 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.]Why do you keep adjusting your shipping charge? This doesn't make any sense. I have attached an invoice of the exact lamp and the shipping charge was $12.43. Now it's $70. You are committing fraud.
Regards,
[redacted]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Thank you for the opportunity to address your concerns. When we looked into [redacted]’s experience...
with EBTH, we determined that his complaint with Revdex.com was filed two days after his sale pickup date, without him reaching out to the project manager to try to solve the problem. When she was notified of his complaint, she was able to quickly and easily rectify his concerns. [redacted]’s primary concern was the 1922 [redacted], a museum quality car that does not run, still in his garage. The day the complaint was filed, we sent a flatbed truck to his property to retrieve the car. It was no longer on his property by the end of that day. [redacted] was also concerned about bedroom furniture which was left at his house. We were able to determine that the buyers of the furniture were out of state buyers who arrived to the pickup as it was ending. When they were unable to fit all of the pieces in their vehicle, [redacted] made a side deal with them to pick up the rest the following weekend. We advise against sellers making deals with buyers outside of the context of their EBTH sale as we are no longer responsible for the terms of the agreement. Therefore, there was nothing we could do regarding the removal of the furniture. [redacted] admitted that he did not attempt to resolve his concerns using the proper channels, instead choosing to immediately escalate his concerns to the Revdex.com. At this point, all of his concerns have been met and all pieces have been removed from his home, though that was the arrangement prior to him submitting the Revdex.com complaint. We consider this matter resolved. EBTH
Thank you for the opportunity to further respond to these concerns. As shown in the previously attached PDF file, Ms. [redacted] entered a maximum bid of $230 when she entered her minimum bid of $40. Maximum bidding is explained in our terms and conditions and, as previously explained, “if you enter a maximum bid, the system will automatically raise your bid by the specified increments if you are subsequently outbid, up to your designated maximum bid amount.” The bidding ended for Ms. [redacted]'s maximum bid at $120. Maximum bids can be seen and edited by the winning bidder for the entire time they hold that bid and are bidding on an item. Ms. [redacted] could have changed her maximum bid at any time during the 6-day period she held that bid. However, as she stated in her original complaint, she “signed off and promptly forgot about it.” We cannot allow Ms. [redacted] to return the bracelet for a refund since the information was available to her for six days and her initial bid included a maximum bid. If the Revdex.com needs any additional information, we are happy to provide it. Otherwise, we consider this matter resolved.Thank you for your consideration. EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]---To whom may concernI had send the answer I can see that you have not received it.Everything but the house had refund the money paid for the item.I don't know what happen to the item in question, I never got an answer.I thank you for your fast response, your guys are great.Thank you very much[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted]’s original shipping cost was as he stated for [redacted] ground. $87.24 in transit, $64.62 in insurance, and $46.16 in custom packing, which totaled $197.66.When we rebooked Mr. [redacted]’s shipping to [redacted] Next Day Air, the shipping cost changed, but we did not adjust his price. Mr. [redacted] had already received a discount on the insurance cost since we have a working relationship with [redacted]. Insurance cost is typically 3% of the total item price. In this case, his total item price was $6715, so insurance would have been $201.45. He was instead charged $64.26 for the same coverage. Additionally, custom packing remained the same at $46.16. The transit cost for this invoice to ship next day air was $157.58. His final next day air shipping cost was $267.42, with $157.58 in transit, $46.16 in packing, and $64.26 in insurance. This is a difference of $69.76. Instead of charging Mr. [redacted] the additional cost, we absorbed it as a courtesy. Thank you for your consideration,EBTH
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} 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 process. We 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 claim. We 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 person. We 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:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It seems as though EBTH is trying to assist us in a Return of this item and subsequent refund, however, it doesn't state whether it is a Full and Complete Refund, for Total Amount Paid for Item, Taxes and Shipping Fees Incurred. I will work with EBTH in a Resolution to this matter. I Reserve the Right to keep this case Open Until it is Resolved by a Full and Complete Refund to the Original Form of Payment. Thank you Revdex.com and EBTH in assisting in this Unfortunate Matter.Sincerely, Richard K. [redacted]
Regards,
Richard [redacted]
[redacted],The item was delivered per the attached [redacted] tracking image. Your freight amount was reduced by 50% and $48.81 was refunded to your credit card in good faith to resolve this. Our cost of shipping was much higher. We hope you find this satisfactory and at this point consider the situation resolved.The EBTH Team
Thank you for the opportunity to further respond to these concerns. When items are forfeit, they are disposed of if they cannot be resold. In this case, Mr. [redacted] spent $31 which did not constitute a resell. We have to charge customers who forfeit because, in placing a bid, they are agreeing to pay us the bid amount, the majority of which we pass on to the seller. In reviewing the recorded phone call from 3/3, Mr. [redacted] said exactly “What I’d like to do is just go ahead and cancel it and give me my money back and then I won’t be using the site anymore.” He then said, ”If you ship it now, I’m just going to refuse it and return it.” He was told we were experiencing a site outage and the CS rep would look into it when we came back online and call him back. When he called on 3/6, he spoke to customer service for 7 minutes and 45 seconds. In that call, Mr. [redacted] said “Don’t ship it and refund my money and if you do ship it, I’m going to just reject it and have them return to sender.” The customer service representative told him “If you reject the package, you’ll still be fully responsible for the amount of the invoice.” He told her he’d requested to cancel the order, which he had, but she wasn’t sure if she could cancel shipping. She told him “I can certainly try to cancel the shipment, but please note that means that it would only be returning to you the shipment cost. You would still ultimately be responsible for the item.” He said “Well, I’m asking for a refund for everything.” She said “You signed a contract saying that you will be responsible for the winning bid amount if you place a bid. So, even if you do not receive the item, as you’re saying that you would not like to have it shipped to you, you are forfeiting the item and therefore you would still be responsible for the amount of the winning bid to pay the seller, but you do you not have to receive the item.” The contract in question is the agreement to the terms and conditions, which every bidder must do prior to placing bids on our site. In response, Mr. [redacted] said “Okay, then we’ll have to go through court on that. I’m going to reject it. Do not ship it, because I’m going to reject it.” Each quote in this response was transcribed exactly. Mr. [redacted] was informed that he was forfeiting the item, that if shipping could be canceled the cost would be returned to him, and that he would not be refunded prior to filing this complaint. We were fully transparent, both in our terms and condition and in the interactions with him on the phone. We can send these calls on to the Revdex.com at your request. We cannot refund Mr. [redacted] and we consider this matter closed. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] contracted EBTH to hold sales for two of her clients: [redacted] and [redacted]. Ms. [redacted]’s sale of 27 items, [redacted], closed on 9/26, invoice S-[redacted]. The sale grossed $866 in proceeds, of which EBTH kept $346.40...
in commission. The remaining sale proceeds of $519.60 were used to pay for the expenses of moving the items from the property to the [redacted] consolidation warehouse, leaving the seller with $0.00 in sale proceeds. Ms. [redacted]’s sale of 2 items, [redacted], closed on 10/15, invoice S-[redacted]. The sale grossed $167 in proceeds, of which EBTH kept $66.80 in commission. The remaining sale proceeds of $100.20 were used to pay for the expenses of moving the items from the property to the [redacted] consolidation warehouse, leaving the seller with $0.00 in sale proceeds. We have included PDF invoices of each sale as “[redacted] Invoice” and “[redacted] Invoice.”Prior to taking these items, the EBTH sales specialist explained to Ms. [redacted] via email that the client would be responsible for paying for the moving expenses to remove their pieces from a rented storage facility to the EBTH warehouse in ** and that payment would be kept from the remaining sale proceeds after the EBTH commission was taken. This clause was written into both contracts, which have been included under each client’s name. Ms. [redacted] authorized EBTH to proceed with the sale, so Ms. [redacted]’s items were taken first. Before Ms. [redacted]’s sale went live, Ms. [redacted] emailed the sales specialist to request a pickup of Ms. [redacted]’s items. The sales specialist took the photos of Ms. [redacted]’s items to the warehouse staff, who determined that we could only sell one piece, a large cabinet, on 9/13. The sales specialist said to Ms. [redacted] via email “due to space constraints, we will need to pass on the other items at this time. For other resources for selling furniture, I can also recommend trying [redacted], as well as [redacted] Marketplace or [redacted].”Ms. [redacted] asked if we could take a designer table along with the cabinet on 9/13 as they were “the two largest items [she needed] to take care of.” The sales specialist responded with “I can speak to my warehouse team about the dining table again, but unfortunately those are very hard pieces for us to sell (and to store in the meantime) and it may only earn a few hundred dollars on our site. Once you factor in the cost of transportation, the logistics of shooting it, and so forth, plus our commission, it becomes a bit price prohibitive on both sides.” Eventually, we agreed to sell the table and chairs along with the cabinet, but when the sales team arrived at the storage facility, only the table and the chairs were remaining. Ultimately, after both sales had closed and the moving costs had been held from both invoices, both Ms. [redacted] and Ms. [redacted] were left with $0.00 in sale proceeds. Based on the emails exchanged between Ms. [redacted] and the sales team, we have determined that the sales specialist did everything they could to set the expectation that large furniture was not necessarily financially advantageous to sell on EBTH, given the moving expenses, and attempted to help Ms. [redacted] find a better option. We would like to offer our sincere apologies to Ms. [redacted] and her clients for this experience. We understand that it is frustrating. If Ms. [redacted] wishes that we no longer contact her, we are able to accommodate that request, but we cannot accommodate a billing adjustment. Thank you for your consideration, EBTH
Hello,We have overnighted the check to the customer today. The check will arrive tomorrow. We apologize for the delay.Thank you.
Thank you for the opportunity to respond to these concerns. According to our terms and conditions, “EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal and payment date. When you win an item, any shipping times we provide are...
estimates only and actual delivery dates may vary.” Ms. [redacted] purchased a pair of rings on 12/11 and the removal date for these items was 12/17. This can be seen at the bottom of the attached invoice in the “Pickup Terms” section. The shipping process for these rings began 12/19 and we booked shipping on 12/20. The piece was shipped to her via UPS Mail Innovations, which means UPS takes it to the nearest USPS post office, where it is delivered to the customer in their regular mail. The tracking number is [redacted]We have attached a PDF version of the tracking information from UPS. UPS received the shipment on 1/5 where it was sent to UPS Mail Innovations. Since we were closed for the holidays on 12/23, 12/26, and 1/1, this was the tenth business day after the pickup date. The shipment was received by UPS Mail Innovations in Butner, NC on 1/9. It was received by the regional USPS hub in Columbus, SC which serves Ms. [redacted] on 1/15 and taken to the local post office in Longs, SC on 1/17. This was the wrong local post office, as indicated by the tracking information, and it was returned to the Columbia, SC hub early on 1/18. It was received by the Lake City, SC local post office on 1/18 and should be out for delivery in the next few days. We are within the parameters set forth by our terms and conditions regarding our shipping timeline. Unfortunately, the shipment was delayed by UPS and USPS and that is out of our control. That said, we are willing to refund the $7.28 in shipping costs as a courtesy. We are unable to refund the sales tax. Per the terms and conditions, “All sales are subject to appropriate state sales and use tax laws.” Shipments are taxed to the place of delivery - so if it was picked up at the Cincinnati warehouse, then it was “delivered” there. Ms. [redacted] was taxed because we have a physical presence in SC. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased a [redacted] router table with a bag of accessories on 10/28 for $85, invoice B-[redacted]. This piece was available to be picked up in [redacted], ** on 10/31 or to be shipped to Mr. [redacted] in [redacted]...
[redacted] for $167.51.When Mr. [redacted] contacted customer service to express his concern over the shipping price, the customer service representative checked the shipping price with the shipping team. It was confirmed that, due to the size and weight of this piece, the price was accurate. This piece would have been shipped via our home delivery service, which is a freight service, making it a fairly high price. Mr. [redacted] chose to forfeit the piece, in which case he was responsible for payment of the piece but it wasn’t shipped to him. His final invoice total was $90.10.The shipping prices are available on the individual item page during the time that bidding was live, as well as any available pick up information. Mr. [redacted] would have had access to this information prior to placing his initial bid and during his bidding. At this point, we are unable to refund Mr. [redacted] for this piece. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. The photographs of the chaise did not change at any point. A zoomed in photograph of the mark is included in the listing and has been for the entire duration of the piece’s life on EBTH. It can be seen in the full object piece as well as in the closeup shot. Per our terms and conditions, “All items are sold ‘as is’ and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touch-up or repairs prior to use and the available information about these items may be limited. EBTH will not list every flaw associated with each item as these are to be expected. In the case of obvious faults (chips, cracks, significant damage, etc.) 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. It is your responsibility to read and review all descriptions and images of an item before bidding, and you acknowledge that in posting such descriptions.”Escalations are addressed in the order they are received. Our escalations team members are also part of the customer service team and only have a small period of time each day to work on escalation calls. Ms. [redacted]’s escalation was addressed as quickly as the team was able to address it. In agreeing to our terms and conditions, Ms. [redacted] authorizes EBTH to charge a card on file automatically for any winning bids. If she prefers, we can refund the non-primary card and charge the primary card, but she is still responsible for payment of the invoice. “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.”The piece is being held at our [redacted] showroom until this dispute is resolved. It can be picked up at 4650 Wilmer Ave during our regular business hours, which are from 10-6 Monday to Friday and 10-1 on Saturday. If Ms. [redacted] fails to pick the piece up, she still must pay for it and ownership will revert back to EBTH and she will still be responsible for payment of the piece. Per our terms and conditions, “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.” We will not, in this instance, charge Ms. [redacted] a disposal fee.Thank you for your consideration,EBTH
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
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.
Yes it says reasonable effort made to ship my items - which wasn't done - they couldn't even locate my items when I first contacted them - the sale was within 2 hour drive of my home and within 15 miles of EBTH warehouse.. it was two small pieces of jewelry so it didn't require extra time to pack or find packing materials and as it was local - I don't think any reasonable effort was made to get this shipped within 10 business days.I was even told the item was packed and was just waiting to be picked up by the carrier - two days ago, of course it didn't and while they say it has shipped that isn't true they have assigned a tracking number and notified UPS but it hasn't been shipped. That status can stay for days as I have another package at the same stage and it still hasn't shipped days later.I have spent thousands of dollars with this business and this situation for these items is not ok with me and as I have notified them since Monday - don't ship it as inwill refuse delivery and expect to be refunded - in this case they have failed to keep their side of the stated shipping agreement. they have ignored my emails since Monday - never responded to anything since - they never said they were shipping the items other than a standard auto shipping notification.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hello,We have researched this issue internally and externally. After reading over the notes on the account and our internal communication system, our shipping vendor lost the item in transit. We had to eat the cost on this and we highly prefer to get the item to the seller so they...
can celebrate their win. We empathize how frustrating this is and have refunded the item and shipped the other item. It arrived on May 4th according to FedEx tracking.I’m also adding a $100 gift card in hopes she will give us another opportunity. Thank you for the feedback. Here are the tickets:when can I expect an order, placed six wks ago?[redacted] reported a month ago (Fri, 1 Apr at 8:28 PM) via Portal MetaHello there,Any word on when I can expect this "booked" order? It was paid for on February 22, six weeks ago, but I've heard nothing. Thanks,[redacted] replied a month ago (Sat, 2 Apr at 1:54 PM)Replied to : [redacted]Hi [redacted],I apologize for the delay.I have reached out to the shipping vendor to see if they can get me an update from FedEx on this invoice.As soon as I hear from them, I will email you with an update. Ticket: [redacted]Have a fantastic day![redacted]Customer Service Specialist[redacted] added a public note a month ago (Tue, 5 Apr at 2:42 PM)Hi [redacted],Thanks for your help; I'm looking forward to getting an update this week. Feel free to call me with any additional information; my cell is [redacted].Yours,[redacted] replied a month ago (Fri, 8 Apr at 5:14 PM)Replied to : [redacted]Hi [redacted],I apologize for the delay, I have heard from our shipping vendor and they have one of the items from your invoice but the other is not there. I have emailed the Project Manager for the Columbus EBTH to see if they have it locked up somewhere.I plan on refunded you half of the shipping cost but I would like to wait to process that in case I need to refund for something else. I will email you as soon as I get a response, I do apologize though- it may not be until Monday or Tuesday but I will update you as soon as I can.Ticket: [redacted]Have a fantastic day![redacted]Customer Service Specialist[redacted] replied a month ago (Tue, 12 Apr at 1:39 PM)to : [redacted]Hi [redacted],Thank you for the update. I am guessing that someone "lost" the Corita Kent prints because they discovered that they are potentially valuable and could be resold for more than I paid. This is extremely frustrating, as the thrill of shopping on EBTH is finding such treasures and securing then. I'm also just really disappointed. I was planning on restoring, framing, and enjoying these prints. They mean a lot to me.If it turns out that these prints were taken back by the original owners or stolen by someone else, I'd like a full refund, at the very least. I'd also like to get in touch with the person who manages sales and shipping, to express my disappointment.I know it's not your fault. And I appreciate your work to find my posters. But the people in charge should understand that this kind of thing is not ok. I spent $1000. That level of purchase should not have been misplaced, and I shouldn't have to be chasing after it like this. Can you send me the contact information for the person our team in charge of this sale? I just want to know what happened. Thanks,-[redacted]Sent from Yahoo Mail on Android [redacted] replied 18 days ago (Fri, 22 Apr at 5:31 PM)Replied to : [redacted]Hi [redacted],I am so very sorry for the delay. I have finally gotten word from the Columbus staff. They have searched and the shipping vendor has searched but they can not locate the (16COL008-069) Collection of Vintage Sister Mary Corita Kent Posters. They have the other item and will ship it out. I have processed a refund for $979.73 to the credit card on file, this is the item amount and half of the shipping cost. Please allow a few business days for the refund to clear your account.I apologize for the inconvenience. Please let me know if you have any questions.Ticket: [redacted]Have a fantastic day![redacted]Customer Service Specialist[redacted]Invoice DetailsINVOICE #:INVOICE DATE:STATUS:SHIPPING STATUS:SALE:[redacted]FulfilledDelivered[redacted]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased three rugs...
and a patio umbrella from EBTH on 11/25 for $5.00. Each item was subject to a $30 warehouse pickup fee, as indicated by the fulfillment options on the item pages while the items were live for sale on our site. The $10 fee referenced by Mr. [redacted] is a handling fee assessed in the instance of an alternate pickup where items are moved from one pickup location to another. “Items which must be moved from one location to another in order to make alternate pickup arrangements are subject to a minimum handling fee of ten dollars ($10.00) per lot.” This is different from the $30 warehouse fee, which is assessed when items have to be removed from a property prior to their sale. Two of the rugs on Mr. [redacted]’s invoice were actually one rug and a duplicate listing for that same rug. Each listing had incorrect dimensions. When the representative discussed these rugs with Mr. [redacted], they agreed he would take the rug and be credited for both item numbers, due to the inaccurate measurements in both descriptions. With the pickup fees, this was a credit of $62, leaving Mr. [redacted] responsible for $63 plus sales tax. When Mr. [redacted] reached out to our customer service team regarding the two warehouse pickup fees, it was explained to him that we keep the fulfillment options, including any associated fees, on the item page while the item is live on EBTH. We also showed him where he would have been able to see that information on both our website and our app. We refunded 1/3 of Mr. [redacted]’s warehouse fees as a courtesy. Per our terms and conditions, “Your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTH. If you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.” The costs include the warehouse pickup fee. We cannot further refund Mr. [redacted]’s warehouse pickup fee. Thank you for your consideration EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. If they want to consider this matter closed I will accept. Since I have disputed the charge I understand they can't credit account. I emailed them multiple times and they never responded to one email. I called multiple times and after waiting on hold I did get through to them but no effort was made on their part to return an email and or phone call. 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.]Why do you keep adjusting your shipping charge? This doesn't make any sense. I have attached an invoice of the exact lamp and the shipping charge was $12.43. Now it's $70. You are committing fraud.
Regards,
[redacted]