EBTH, Please contact your bank. I closed the dispute and my bank has released the funds as of 12/12/16. You have to contact your bank and accept the funds into your account. Then you will be able to process my refund. - [redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased two generators on 7/17 for $342, invoice B-[redacted]. With shipping, his final total was $370.26.When Mr. [redacted] received the pieces, he called our customer service department to inform us that the generators were both...
damaged in transit. When an item is damaged, the shipping department requests a series of photos from the customer. Once these are received, the shipping department files a shipping claim with the carrier, usually [redacted], and refunds the customer appropriately. This process typically takes 5-7 business days, depending on [redacted] and the value of the item, but that time can vary. Upon receipt of Mr. [redacted]’s damage claim information, the shipping team was able to determine that the pieces were damaged in transit. When we attempted to file the claim with [redacted] to begin Mr. [redacted]’s refund process, we were able to determine that Mr. [redacted] had already filed the claim, independent of EBTH. He has been issued a full refund. Moving forward, if Mr. [redacted] receives a item from EBTH that was damaged in shipping, there is a process to follow, but we can file claims and begin the refund process. We ask that Mr. [redacted] work with EBTH for all claims in the future. We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns.Mr. [redacted] purchased a synthesizer crossover for $48 and a [redacted] solid state stereo control Pre-Amplifier for $889 on 10/30, invoice B-[redacted]. His final invoice total was $997.90. Mr. [redacted] purchased two additional items on a...
second invoice, which he asked to combine with this invoice for shipment to [redacted]. He was charged $80 to ship all four items to [redacted], at a price of $20 per item, a price which includes insurance. We understand that the extended shipping timeline can be somewhat frustrating. When items are shipped internationally, our system is unable to accommodate these requests. These items have to be specially packed, booked and labeled, which can create some delays in the process. Based on the tracking information, it looks like Mr. [redacted] received his items on 11/23, approximately three weeks after purchase.When an item arrives to a customer damaged, we can send them a damage claim form. With this form, we request that the customer send us several photographs for the insurance claim on the piece, including pictures of box and packaging, pictures of the entirety of item, close up pictures of the item's damage and a picture of the shipping label. Once we receive these photos, we are able to send the customer a return label for the piece and determine the appropriate refund for the piece. Upon our receipt of the item, the shipping team issues the refund. We are so sorry Mr. [redacted]’s item arrived damaged. We understand that this is frustrating and we are happy to help him through this process. Mr. [redacted] has not yet sent in photos for the damage claim, so we have sent him the damage claim form to his email address on file from [redacted]. Once we get the photos, Drew, a member of our shipping team will contact him to discuss the next steps. We can share this correspondence with the Revdex.com when it is completed. Based on Mr. [redacted]’s description of the damage, he will most likely receive a full refund for the item and the associated shipping. We look forward to working with Mr. [redacted] to resolve his damage claim. 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.
Most of EBTH's statements are untrue, there are a lot of emails that went back and forth between myself and Heather D[redacted] prior to the sale going live. I sent the EBTH representatives a spreadsheet for reference as well. None of the lighters contained lighter fluid when they were shipped to me and they did not contain lighter fluid when they left my home. The "Hazardous Materials" reference was addressed in an email to Bruno C[redacted] which he never answered. It was in reference to a lot which contained Anniversary items and belt buckles not lighters. I still contend that I was taken advantage of and I expected more than 167 lots. I expected at least 350 to 400 lots, possibly more. There is also the issue of EBTH "forgetting" to put 10 jackets into the main auction. There is conflicting messages from Lucy B[redacted] in regards to that matter. EBTH has committed fraud and I still want this issue resolved. I was misled and taken advantage of. I was assured that the [redacted] paintings would "sell for the highest price". Heather D[redacted] insisted that I submit the [redacted] Paintings and actually wanted a total of four or more. I am glad I refused and only submitted two or I would have lost even more money.
Regards,
[redacted]
[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]
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. Ms. [redacted] signed a...
contract with us in September 2016 with a sale date TBD. Initially, we told her that her sale would go live on 11/25 but that start date was delayed due to scheduling issues and internal transition within the Houston Market. We then agreed to begin the sale on 12/26, pending the completion of the photography and cataloging of her items, Again, however, we experienced a breakdown in communication and her current start date is 1/16. We deeply apologize for these gaps in communication and scheduling which have caused Ms. [redacted] to lose confidence in our ability to meet her expectations. After conferring with leadership in the Houston market, we will honor her wish to cancel her contract. Because we were unable to meet the terms of the agreement set forth by the contract, there will be no cancellation fee. Upon Ms. [redacted]’s acceptance of this proposed solution, we will have the area sales manager get in touch with her to ensure that all the loose ends are tied up. Again, we would like to extend our apologies to Ms. [redacted]. Her experience has been outside of the normal EBTH seller experience. 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 cannot confirm receipt of the item until Wednesday, June 29th. If the item is received, this complaint will be resolved.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. The 2000 [redacted] was listed in fair condition, with condition details indicating that the vehicle may need a battery and definitely needed to be jumped to start. This is the condition in which it was presented to EBTH by the seller. There was no indication that any electrical issues were related to anything other than a bad battery. Ms. [redacted] was given service records for work done on the vehicle prior to sale on EBTH by the auto shop. EBTH was not given these records and we listed the vehicle in the condition stated by the seller. Per our policy, “EBTH does not warrant the condition of vehicles. The condition stated is that of the owner.” On 4/4, the EBTH project manager in Baltimore received an email from the seller that the vehicle both started and drive, according to [redacted] auto repair where it had been taken a week earlier. This email is included in two screen shots titled “[redacted] Email 1” and “[redacted] Email 2.” The names of the seller and project manager have been redacted for confidentiality, but the seller was redacted in green and the project manager was redacted in blue. We can send unredacted versions to the Revdex.com at their request. Based on this information from the seller, we stand by the listed condition of the car as fair. In relying on the seller to inform EBTH of the full condition of a vehicle sold, we are not implying that the seller perpetrated fraud against the buyer or EBTH. We were simply not told or given any service history on the vehicle and we listed it as was appropriate, given the information available to us. Ms. [redacted] made no attempts to preview the vehicle to assess the mechanical condition for herself. In order to do that, she would simply need to contact our customer service team who can help arrange a preview with the market. The customer service team is available by phone Monday-Friday from 9 am - 12am EST and from 9am - 6 pm EST on Saturday and Sunday. All emails sent to our customer service team are answered within 24 hours. They are also available via customer service chat on the EBTH website and can be reached via [redacted], [redacted] and [redacted]. Our records show that Ms. [redacted] made no attempt at any point to contact our customer service team through any of these channels to arrange a preview or inquire as to the condition of the vehicle. Per our policy, “EBTH does not warrant the condition of vehicles. The condition stated is that of the owner. Please bring a mechanic to preview for personal assessment.”When Ms. [redacted] came to pick up the vehicle, she told the team in Baltimore that she was not interested in purchasing the car. Per our terms and conditions, agreed to by all bidders prior to placing a bid, “you agree and acknowledge that, in exchange for valuable consideration (including but not limited to the rights to use the Site, use the Services and participate in the online auction), all bids placed by you are irrevocable offers to purchase an item that may not be withdrawn by you at any time prior to the close of the auction.” They further state, “By placing a bid, you expressly agree that if you are the winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped items.”Because all bids placed on EBTH are “irrevocable offers,” Ms. [redacted] is obligated to complete her purchase. When she informed the management in the market that she was not interested in completing her bid, the management alerted the customer service and fraud team. After approximately two weeks of nonpayment, Ms. [redacted]’s card on file was charged the maximum amount of $5000 in order to collect a partial payment on the vehicle. Vehicles sold on EBTH are not typically charged to a card in an effort to protect the seller from a fraudulent charge, as our disclaimer states. In this instance, however, since Ms. [redacted] had not paid for the vehicle, her card was charged in accordance to our terms and conditions. The terms state “In the event that you fail to pick up or designate shipping for your terms 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.” Additionally, “In order to place a bid or list an item, you must have valid payment information stored in your profile. By 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.”Ms. [redacted] purchased a 17 year old luxury import vehicle from EBTH. Given the type and age of the car, it is reasonable for Ms. [redacted] to expect that repairs to the piece would be more expensive than repairs to a vehicle which is newer or not a luxury vehicle. We did not have the piece assessed with possible repair costs prior to selling it and we do not warrant its condition. We are able to sell the vehicle on Ms. [redacted]’s behalf with the information she provides in an effort to help offset some of her costs. Ms. [redacted] took possession of the vehicle in its current condition, indicating to us that she acknowledged and accepted this condition. We are unable to offer Ms. [redacted] a refund. 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] ---Apologies for delay in my reply due to travel over the last two business weeks.I am satisfied with the response of EBTH, which has refunded the disputed shipping charge – noting that the shipper also broke the key item purchased at auction.Please add this to the record.Thank you for your consideration.Regards,[redacted]
Thank you for the opportunity to respond to your concerns. I have reached out to the team who worked with [redacted] worked with and I have obtained some deeper insight into her sale. We have done two sales for [redacted]. The first sale was successful and occurred without incident. The second sale we...
conducted for [redacted] was made up of storage unit contents. For these items, [redacted] agreed to sell her items in conjunction with another seller, and the items were kept separate the entire time. There were some items in the storage unit that we were unable to sell, including; fabric, broken bird cages, old linens and pillows, and three purses in poor condition. Photos of these items were all sent to [redacted] and they were donated, per our agreement. Our contract with [redacted] stipulated that we empty the storage unit that we were working in. Pieces that she did not approve for sale were moved from the sale unit to her second unit containing items that were not for sale. No employee from EBTH stole from [redacted]. All efforts were made to keep her sale process transparent and within her comfort zone. We delivered an empty storage unit, per the terms of our contract, and executed a second successful sale. She made more money than her first sale.Best,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received an email to show me that merchandise totaling $16.00 has been shipped and is due to arrive today via [redacted]. However, I still have nothing to show for the remaining $98.33 on my debit card.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] sold his large collection of [redacted] memorabilia, collectible banks, and other collectibles through EBTH in two sales, the first ending 6/30 and the second ending 7/6. During his initial contract negotiations with...
the sales team, Mr. [redacted] was advised that EBTH lots items in such a way that they would earn at least $75-100 per lot. It was also made clear to him that we would not proceed with the sale unless he was totally comfortable with all of the contract stipulations. He was, so we proceeded. Mr. [redacted] had specific lotting instructions for the team, but was advised that, while we can take those instructions into consideration, the cataloging team has the final say in how sales are lotted. He gave these instructions to the team verbally while they were packing his pieces up for transport from [redacted] to [redacted] to be processed. Unfortunately, because these were not given in writing, we had no record of them. When Mr. [redacted]’s sale went live, he reached out to the management in the [redacted]et regarding pieces he thought were missing or mislotted. After their phone conversation, Mr. [redacted] submitted a numerical list of the items he believed were inaccurate. He was advised that we do not typically edit lots when a sale is live, but two were edited as an exception. Additionally, some leather jackets and vests were omitted from Mr. [redacted]’s sale by our mistake. They were added to a consignment auction that occurred immediately following the close of Mr. [redacted]’s items and Mr. [redacted] was informed of this prior to the pieces being listed. He did not object. The EBTH seller contract does not state any special [redacted]eting for sales and no such [redacted]eting was agreed to during the contract negotiations. Mr. [redacted]’s main sale was featured in an email blast and on social media channels, given the specialized nature of the pieces, while it was live. Mr. [redacted]’s main collectibles sale contained 167 lots, which sold for $18,634, at an average of $111.64 per lot. The consignment sale contained 10 lots, which sold for $1,094, at an average of $109.40 per lot. This is above the expectation set forth by EBTH in Mr. [redacted]’s contract negotiations. The value of items sold on EBTH are set by our bidders and, therefore, no values are guaranteed to sellers. Mr. [redacted] is working with the [redacted]et to retrieve unsold items. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a Mid-Century modern tapered curio shelf for $191 on 5/14, invoice B-[redacted]. With shipping, her final total was $587.98. This item was scheduled to be delivered to Ms. [redacted] via our home delivery service...
at a cost of $396.98. Per our shipping terms, customers will be notified within 8 weeks of the scheduled payment or removal date. The curio was available for pickup from our rented facility in [redacted] on 5/19. Based on this, the shipping timeline would have started Monday 5/22, the following business day and Ms. [redacted] should have been contacted to arrange delivery by 7/17.Ms. [redacted] notified our customer service team on 7/16 that she had not been contacted and was told the customer service representative would contact the logistics team for an answer. On 7/24, the customer service representative let her know that we expected her piece to ship out that week. On 7/31 the piece had not been shipped yet, though it was ten weeks from the scheduled removal date. The customer service representative with whom Ms. [redacted] was working called and offered to continue to work to get the piece sent out or to issue her a full refund. Ms. [redacted] chose the refund. The shipment was canceled and Ms. [redacted] was refunded $587.98 on 7/31.We would like to apologize to Ms. [redacted] for this incident and any inconvenience it may have caused. Thank you for your consideration,EBTH
We have reviewed this case. EBTH doesn't have a voice mail system for customer service. The item was purchased on May 16th. On May 19th, both credit cards declined. We attempted again on May 23rd. We were successful on June 6th, where we charged $10 transfer fee to our...
warehouse, plus tax. We have stored the item since May 20th. We store the item for 21 days based on our terms and conditions. On June 8th, she received a forfeiture notice that if it wasn't picked up by June 11th, it would be forfeited. We had no contact from her about this item. We held the item for over 21 days without response and sent 10 emails about these pieces to remedy this. We feel we did our due diligence to partner her with her items. We recognize the frustration, but based on storage and the way we handle our business of moving items from an estate, storage is at a premium for our business. We would like to offer a $25 gift card towards a future purchase, which we will send to the email on file.Thank you.David W.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. On the evening of 12/20, Mr....
[redacted] placed a winning bid of $141 and a max bid of $150 on item [redacted] at 8:19:44. He was outbid with a winning bid of $151 seventeen seconds later at 8:20:01. He placed a high bid of $150 on item [redacted] at 8:20:27. He was outbid ten seconds later at 8:20:37 with a high bid of $160. In both instances, the timer on the item page ran down without refreshing, falsely indicating that Mr. [redacted] was the winning bidder on both pieces. This can occur as a result of a person’s internet connection and we recommend manually refreshing periodically as the timer is running down. Looking back at his email history, he was sent an email indicating that he had been outbid on item -169 at 8:20 pm and an email he had been outbid on -148 at 8:21 pm. Both items closed at 8:25, five minutes after each winning bid was placed. Ultimately, Mr. [redacted] only won the leather sofa, item [redacted], which he picked up on 12/22. We would like to extend our apologies to Mr. [redacted] for the confusion caused by the outdated information on the item page as the timer was running out. We would also like to offer him a small gift card with an invitation to shop with us again. 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 have attached the email string which includes all screen shots from what I can see on the app when placing a bid. As discussed with the representative on site and Kriss through email, I used the app and the additional fees were NOT disclosed. You can see in the screen shots how some items in this particular sale indicated in the item description that additional handling charges would be applied. However, the items I chose to bid on DID NOT have any of that information in the item description. This is the first time in the [redacted] area that EBTH used this alternate Warehouse pickup location. I have purchased from them before and always picked items up (this is why I bid on items in [redacted] and not across the country). I have picked up in houses as well as the local "showroom" which is really a small warehouse. Since I was using the App and not a PC when placing the bids, the only place the $30 fee was disclosed on the items is under the "Shipping" tab. As I explained to the representatives, I did not click the shipping tab as I never planned on having my items shipped. It is a logical assumption that since the items I bid on did not disclose the additional fees in the item description like others in the sale did, that additional fees were not being assessed to the items I bid on. I do not dispute that the information is clearly visible on the website. However, I used the app to place the bids. If the company is going to offer an app, the same disclosures and visibility to fees needs to apply so everyone knows what fees will be assessed BEFORE a bid is placed. Had I known there was a $30 per item charge, I would not have bid on these products to begin with. As well, the representative on site that day indicated as I left, that I would NOT be charged these handling fees on this sale. Yet, despite her assurance that she would have it adjusted, the fees were still charged to my account. Evidence of this agreement between the parties is that I left with the products that day without paying anything and was awaiting for an adjusted invoice. Regards,
[redacted]
I reject their answer because I was finally told (after arguing the point with two EBTH representatives via phone and email) that I MIGHT try to contact the shipping company in MA- [redacted] - but that "they pack everything up the next day so you won't be able to get your items".I just got off the phone with [redacted] who were INCREDIBLY NICE and my items are there, was told that it was "no trouble at all" to go pick my items up there and upon getting a release confirmation from some other shipping company ([redacted] or ?) they will call me and set up a date I can pick up my items.Seems EBTH wants to double dip for sales on the same items so, in order to do so, they tell customers that if you miss the date you're out your items OR you have to pay the shipping fees. Not true.Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We are good to go. I’ve got the entire amount back on your card for the currency. We also got the 50% of the lot with the Elvis lot back to you. I’m also issuing you a $150 gift card for you to buy some new toys with.I hope this helps you restore some faith in our process and making things right with us. Thank you again!
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 further consider these concerns. Each bid on EBTH constitutes a buyer’s contract, per the 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.” This means that Ms. [redacted] is responsible for paying for her item. We have acquiesced to Ms. [redacted]’s request for her items to ship for $20, even though the shipping quote was higher than that. We would still like to offer her a gift card, if she is interested. Thanks for your consideration. EBTH
EBTH, Please contact your bank. I closed the dispute and my bank has released the funds as of 12/12/16. You have to contact your bank and accept the funds into your account. Then you will be able to process my refund. - [redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] purchased two generators on 7/17 for $342, invoice B-[redacted]. With shipping, his final total was $370.26.When Mr. [redacted] received the pieces, he called our customer service department to inform us that the generators were both...
damaged in transit. When an item is damaged, the shipping department requests a series of photos from the customer. Once these are received, the shipping department files a shipping claim with the carrier, usually [redacted], and refunds the customer appropriately. This process typically takes 5-7 business days, depending on [redacted] and the value of the item, but that time can vary. Upon receipt of Mr. [redacted]’s damage claim information, the shipping team was able to determine that the pieces were damaged in transit. When we attempted to file the claim with [redacted] to begin Mr. [redacted]’s refund process, we were able to determine that Mr. [redacted] had already filed the claim, independent of EBTH. He has been issued a full refund. Moving forward, if Mr. [redacted] receives a item from EBTH that was damaged in shipping, there is a process to follow, but we can file claims and begin the refund process. We ask that Mr. [redacted] work with EBTH for all claims in the future. We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns.Mr. [redacted] purchased a synthesizer crossover for $48 and a [redacted] solid state stereo control Pre-Amplifier for $889 on 10/30, invoice B-[redacted]. His final invoice total was $997.90. Mr. [redacted] purchased two additional items on a...
second invoice, which he asked to combine with this invoice for shipment to [redacted]. He was charged $80 to ship all four items to [redacted], at a price of $20 per item, a price which includes insurance. We understand that the extended shipping timeline can be somewhat frustrating. When items are shipped internationally, our system is unable to accommodate these requests. These items have to be specially packed, booked and labeled, which can create some delays in the process. Based on the tracking information, it looks like Mr. [redacted] received his items on 11/23, approximately three weeks after purchase.When an item arrives to a customer damaged, we can send them a damage claim form. With this form, we request that the customer send us several photographs for the insurance claim on the piece, including pictures of box and packaging, pictures of the entirety of item, close up pictures of the item's damage and a picture of the shipping label. Once we receive these photos, we are able to send the customer a return label for the piece and determine the appropriate refund for the piece. Upon our receipt of the item, the shipping team issues the refund. We are so sorry Mr. [redacted]’s item arrived damaged. We understand that this is frustrating and we are happy to help him through this process. Mr. [redacted] has not yet sent in photos for the damage claim, so we have sent him the damage claim form to his email address on file from [redacted]. Once we get the photos, Drew, a member of our shipping team will contact him to discuss the next steps. We can share this correspondence with the Revdex.com when it is completed. Based on Mr. [redacted]’s description of the damage, he will most likely receive a full refund for the item and the associated shipping. We look forward to working with Mr. [redacted] to resolve his damage claim. 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.
Most of EBTH's statements are untrue, there are a lot of emails that went back and forth between myself and Heather D[redacted] prior to the sale going live. I sent the EBTH representatives a spreadsheet for reference as well. None of the lighters contained lighter fluid when they were shipped to me and they did not contain lighter fluid when they left my home. The "Hazardous Materials" reference was addressed in an email to Bruno C[redacted] which he never answered. It was in reference to a lot which contained Anniversary items and belt buckles not lighters. I still contend that I was taken advantage of and I expected more than 167 lots. I expected at least 350 to 400 lots, possibly more. There is also the issue of EBTH "forgetting" to put 10 jackets into the main auction. There is conflicting messages from Lucy B[redacted] in regards to that matter. EBTH has committed fraud and I still want this issue resolved. I was misled and taken advantage of. I was assured that the [redacted] paintings would "sell for the highest price". Heather D[redacted] insisted that I submit the [redacted] Paintings and actually wanted a total of four or more. I am glad I refused and only submitted two or I would have lost even more money.
Regards,
[redacted]
[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]
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. Ms. [redacted] signed a...
contract with us in September 2016 with a sale date TBD. Initially, we told her that her sale would go live on 11/25 but that start date was delayed due to scheduling issues and internal transition within the Houston Market. We then agreed to begin the sale on 12/26, pending the completion of the photography and cataloging of her items, Again, however, we experienced a breakdown in communication and her current start date is 1/16. We deeply apologize for these gaps in communication and scheduling which have caused Ms. [redacted] to lose confidence in our ability to meet her expectations. After conferring with leadership in the Houston market, we will honor her wish to cancel her contract. Because we were unable to meet the terms of the agreement set forth by the contract, there will be no cancellation fee. Upon Ms. [redacted]’s acceptance of this proposed solution, we will have the area sales manager get in touch with her to ensure that all the loose ends are tied up. Again, we would like to extend our apologies to Ms. [redacted]. Her experience has been outside of the normal EBTH seller experience. 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 cannot confirm receipt of the item until Wednesday, June 29th. If the item is received, this complaint will be resolved.
Regards,
[redacted]
Thank you for the opportunity to further respond to these concerns. The 2000 [redacted] was listed in fair condition, with condition details indicating that the vehicle may need a battery and definitely needed to be jumped to start. This is the condition in which it was presented to EBTH by the seller. There was no indication that any electrical issues were related to anything other than a bad battery. Ms. [redacted] was given service records for work done on the vehicle prior to sale on EBTH by the auto shop. EBTH was not given these records and we listed the vehicle in the condition stated by the seller. Per our policy, “EBTH does not warrant the condition of vehicles. The condition stated is that of the owner.” On 4/4, the EBTH project manager in Baltimore received an email from the seller that the vehicle both started and drive, according to [redacted] auto repair where it had been taken a week earlier. This email is included in two screen shots titled “[redacted] Email 1” and “[redacted] Email 2.” The names of the seller and project manager have been redacted for confidentiality, but the seller was redacted in green and the project manager was redacted in blue. We can send unredacted versions to the Revdex.com at their request. Based on this information from the seller, we stand by the listed condition of the car as fair. In relying on the seller to inform EBTH of the full condition of a vehicle sold, we are not implying that the seller perpetrated fraud against the buyer or EBTH. We were simply not told or given any service history on the vehicle and we listed it as was appropriate, given the information available to us. Ms. [redacted] made no attempts to preview the vehicle to assess the mechanical condition for herself. In order to do that, she would simply need to contact our customer service team who can help arrange a preview with the market. The customer service team is available by phone Monday-Friday from 9 am - 12am EST and from 9am - 6 pm EST on Saturday and Sunday. All emails sent to our customer service team are answered within 24 hours. They are also available via customer service chat on the EBTH website and can be reached via [redacted], [redacted] and [redacted]. Our records show that Ms. [redacted] made no attempt at any point to contact our customer service team through any of these channels to arrange a preview or inquire as to the condition of the vehicle. Per our policy, “EBTH does not warrant the condition of vehicles. The condition stated is that of the owner. Please bring a mechanic to preview for personal assessment.”When Ms. [redacted] came to pick up the vehicle, she told the team in Baltimore that she was not interested in purchasing the car. Per our terms and conditions, agreed to by all bidders prior to placing a bid, “you agree and acknowledge that, in exchange for valuable consideration (including but not limited to the rights to use the Site, use the Services and participate in the online auction), all bids placed by you are irrevocable offers to purchase an item that may not be withdrawn by you at any time prior to the close of the auction.” They further state, “By placing a bid, you expressly agree that if you are the winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped items.”Because all bids placed on EBTH are “irrevocable offers,” Ms. [redacted] is obligated to complete her purchase. When she informed the management in the market that she was not interested in completing her bid, the management alerted the customer service and fraud team. After approximately two weeks of nonpayment, Ms. [redacted]’s card on file was charged the maximum amount of $5000 in order to collect a partial payment on the vehicle. Vehicles sold on EBTH are not typically charged to a card in an effort to protect the seller from a fraudulent charge, as our disclaimer states. In this instance, however, since Ms. [redacted] had not paid for the vehicle, her card was charged in accordance to our terms and conditions. The terms state “In the event that you fail to pick up or designate shipping for your terms 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.” Additionally, “In order to place a bid or list an item, you must have valid payment information stored in your profile. By 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.”Ms. [redacted] purchased a 17 year old luxury import vehicle from EBTH. Given the type and age of the car, it is reasonable for Ms. [redacted] to expect that repairs to the piece would be more expensive than repairs to a vehicle which is newer or not a luxury vehicle. We did not have the piece assessed with possible repair costs prior to selling it and we do not warrant its condition. We are able to sell the vehicle on Ms. [redacted]’s behalf with the information she provides in an effort to help offset some of her costs. Ms. [redacted] took possession of the vehicle in its current condition, indicating to us that she acknowledged and accepted this condition. We are unable to offer Ms. [redacted] a refund. 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] ---Apologies for delay in my reply due to travel over the last two business weeks.I am satisfied with the response of EBTH, which has refunded the disputed shipping charge – noting that the shipper also broke the key item purchased at auction.Please add this to the record.Thank you for your consideration.Regards,[redacted]
Thank you for the opportunity to respond to your concerns. I have reached out to the team who worked with [redacted] worked with and I have obtained some deeper insight into her sale. We have done two sales for [redacted]. The first sale was successful and occurred without incident. The second sale we...
conducted for [redacted] was made up of storage unit contents. For these items, [redacted] agreed to sell her items in conjunction with another seller, and the items were kept separate the entire time. There were some items in the storage unit that we were unable to sell, including; fabric, broken bird cages, old linens and pillows, and three purses in poor condition. Photos of these items were all sent to [redacted] and they were donated, per our agreement. Our contract with [redacted] stipulated that we empty the storage unit that we were working in. Pieces that she did not approve for sale were moved from the sale unit to her second unit containing items that were not for sale. No employee from EBTH stole from [redacted]. All efforts were made to keep her sale process transparent and within her comfort zone. We delivered an empty storage unit, per the terms of our contract, and executed a second successful sale. She made more money than her first sale.Best,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received an email to show me that merchandise totaling $16.00 has been shipped and is due to arrive today via [redacted]. However, I still have nothing to show for the remaining $98.33 on my debit card.
Regards,
[redacted]
Thank you for the opportunity to respond to these concerns. Mr. [redacted] sold his large collection of [redacted] memorabilia, collectible banks, and other collectibles through EBTH in two sales, the first ending 6/30 and the second ending 7/6. During his initial contract negotiations with...
the sales team, Mr. [redacted] was advised that EBTH lots items in such a way that they would earn at least $75-100 per lot. It was also made clear to him that we would not proceed with the sale unless he was totally comfortable with all of the contract stipulations. He was, so we proceeded. Mr. [redacted] had specific lotting instructions for the team, but was advised that, while we can take those instructions into consideration, the cataloging team has the final say in how sales are lotted. He gave these instructions to the team verbally while they were packing his pieces up for transport from [redacted] to [redacted] to be processed. Unfortunately, because these were not given in writing, we had no record of them. When Mr. [redacted]’s sale went live, he reached out to the management in the [redacted]et regarding pieces he thought were missing or mislotted. After their phone conversation, Mr. [redacted] submitted a numerical list of the items he believed were inaccurate. He was advised that we do not typically edit lots when a sale is live, but two were edited as an exception. Additionally, some leather jackets and vests were omitted from Mr. [redacted]’s sale by our mistake. They were added to a consignment auction that occurred immediately following the close of Mr. [redacted]’s items and Mr. [redacted] was informed of this prior to the pieces being listed. He did not object. The EBTH seller contract does not state any special [redacted]eting for sales and no such [redacted]eting was agreed to during the contract negotiations. Mr. [redacted]’s main sale was featured in an email blast and on social media channels, given the specialized nature of the pieces, while it was live. Mr. [redacted]’s main collectibles sale contained 167 lots, which sold for $18,634, at an average of $111.64 per lot. The consignment sale contained 10 lots, which sold for $1,094, at an average of $109.40 per lot. This is above the expectation set forth by EBTH in Mr. [redacted]’s contract negotiations. The value of items sold on EBTH are set by our bidders and, therefore, no values are guaranteed to sellers. Mr. [redacted] is working with the [redacted]et to retrieve unsold items. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms. [redacted] purchased a Mid-Century modern tapered curio shelf for $191 on 5/14, invoice B-[redacted]. With shipping, her final total was $587.98. This item was scheduled to be delivered to Ms. [redacted] via our home delivery service...
at a cost of $396.98. Per our shipping terms, customers will be notified within 8 weeks of the scheduled payment or removal date. The curio was available for pickup from our rented facility in [redacted] on 5/19. Based on this, the shipping timeline would have started Monday 5/22, the following business day and Ms. [redacted] should have been contacted to arrange delivery by 7/17.Ms. [redacted] notified our customer service team on 7/16 that she had not been contacted and was told the customer service representative would contact the logistics team for an answer. On 7/24, the customer service representative let her know that we expected her piece to ship out that week. On 7/31 the piece had not been shipped yet, though it was ten weeks from the scheduled removal date. The customer service representative with whom Ms. [redacted] was working called and offered to continue to work to get the piece sent out or to issue her a full refund. Ms. [redacted] chose the refund. The shipment was canceled and Ms. [redacted] was refunded $587.98 on 7/31.We would like to apologize to Ms. [redacted] for this incident and any inconvenience it may have caused. Thank you for your consideration,EBTH
We have reviewed this case. EBTH doesn't have a voice mail system for customer service. The item was purchased on May 16th. On May 19th, both credit cards declined. We attempted again on May 23rd. We were successful on June 6th, where we charged $10 transfer fee to our...
warehouse, plus tax. We have stored the item since May 20th. We store the item for 21 days based on our terms and conditions. On June 8th, she received a forfeiture notice that if it wasn't picked up by June 11th, it would be forfeited. We had no contact from her about this item. We held the item for over 21 days without response and sent 10 emails about these pieces to remedy this. We feel we did our due diligence to partner her with her items. We recognize the frustration, but based on storage and the way we handle our business of moving items from an estate, storage is at a premium for our business. We would like to offer a $25 gift card towards a future purchase, which we will send to the email on file.Thank you.David W.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. On the evening of 12/20, Mr....
[redacted] placed a winning bid of $141 and a max bid of $150 on item [redacted] at 8:19:44. He was outbid with a winning bid of $151 seventeen seconds later at 8:20:01. He placed a high bid of $150 on item [redacted] at 8:20:27. He was outbid ten seconds later at 8:20:37 with a high bid of $160. In both instances, the timer on the item page ran down without refreshing, falsely indicating that Mr. [redacted] was the winning bidder on both pieces. This can occur as a result of a person’s internet connection and we recommend manually refreshing periodically as the timer is running down. Looking back at his email history, he was sent an email indicating that he had been outbid on item -169 at 8:20 pm and an email he had been outbid on -148 at 8:21 pm. Both items closed at 8:25, five minutes after each winning bid was placed. Ultimately, Mr. [redacted] only won the leather sofa, item [redacted], which he picked up on 12/22. We would like to extend our apologies to Mr. [redacted] for the confusion caused by the outdated information on the item page as the timer was running out. We would also like to offer him a small gift card with an invitation to shop with us again. 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 have attached the email string which includes all screen shots from what I can see on the app when placing a bid. As discussed with the representative on site and Kriss through email, I used the app and the additional fees were NOT disclosed. You can see in the screen shots how some items in this particular sale indicated in the item description that additional handling charges would be applied. However, the items I chose to bid on DID NOT have any of that information in the item description. This is the first time in the [redacted] area that EBTH used this alternate Warehouse pickup location. I have purchased from them before and always picked items up (this is why I bid on items in [redacted] and not across the country). I have picked up in houses as well as the local "showroom" which is really a small warehouse. Since I was using the App and not a PC when placing the bids, the only place the $30 fee was disclosed on the items is under the "Shipping" tab. As I explained to the representatives, I did not click the shipping tab as I never planned on having my items shipped. It is a logical assumption that since the items I bid on did not disclose the additional fees in the item description like others in the sale did, that additional fees were not being assessed to the items I bid on. I do not dispute that the information is clearly visible on the website. However, I used the app to place the bids. If the company is going to offer an app, the same disclosures and visibility to fees needs to apply so everyone knows what fees will be assessed BEFORE a bid is placed. Had I known there was a $30 per item charge, I would not have bid on these products to begin with. As well, the representative on site that day indicated as I left, that I would NOT be charged these handling fees on this sale. Yet, despite her assurance that she would have it adjusted, the fees were still charged to my account. Evidence of this agreement between the parties is that I left with the products that day without paying anything and was awaiting for an adjusted invoice. Regards,
[redacted]
I reject their answer because I was finally told (after arguing the point with two EBTH representatives via phone and email) that I MIGHT try to contact the shipping company in MA- [redacted] - but that "they pack everything up the next day so you won't be able to get your items".I just got off the phone with [redacted] who were INCREDIBLY NICE and my items are there, was told that it was "no trouble at all" to go pick my items up there and upon getting a release confirmation from some other shipping company ([redacted] or ?) they will call me and set up a date I can pick up my items.Seems EBTH wants to double dip for sales on the same items so, in order to do so, they tell customers that if you miss the date you're out your items OR you have to pay the shipping fees. Not true.Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We are good to go. I’ve got the entire amount back on your card for the currency. We also got the 50% of the lot with the Elvis lot back to you. I’m also issuing you a $150 gift card for you to buy some new toys with.I hope this helps you restore some faith in our process and making things right with us. Thank you again!
The customer agreed to our credit offer.
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 further consider these concerns. Each bid on EBTH constitutes a buyer’s contract, per the 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.” This means that Ms. [redacted] is responsible for paying for her item. We have acquiesced to Ms. [redacted]’s request for her items to ship for $20, even though the shipping quote was higher than that. We would still like to offer her a gift card, if she is interested. Thanks for your consideration. EBTH