Hello Mr. [redacted],I've been reviewing our call records and submissions by email to our customer service center and we had only one message, which was posted on [redacted] that stated only "cheated me twice". We want to assure you that we have not become one of the top estate sale companies by...
ever cheating someone and we value our reputation. The two invoices you have referenced have been listed as "booked" and "packed". We update our invoices so you can see each step of the process. There is no tracker for one of the packages as it goes from the home to a distribution center. When it's sent, we send an updated tracking number. Both invoices are going to arrive at your home soon. We always back our items. Please go to "My EBTH" to check for the latest on your package. We hope you enjoy your items and give us another chance in the future. Also, since you were not pleased with the shipping time, I've also added 50% of your shipping cost for those two invoices back. Thank you again for your feedback. In the future, you can always call ###-###-####.
Dear Revdex.com,The sale for this closed on 10/22/15 at 2:00pm and the item was picked from the property in [redacted], **. On Tuesday 10/27/2015 an email was sent to notify the customer that the item was being packed and prepared for safe shipping. On 11/2/2015, [redacted] emailed our customer...
service and asked about our shipping process and stated that he had visited the warehouse per our recommendation to pick the item up here and he was told it was not here yet. He had 2 items that were in process. We responded Tuesday 11/3/2015 and informed him that one of the two items was available. We apologized for the inconvenience and offered alternate times and days to come in and get the item. On Saturday 11/7/2015 the customer thanked us for the apology but requested the 3rd party shipping vendor’s phone number and to pick the item up at the shipping vendor. On Sunday 11/8/2015 we responded that they could not pick the item up at this time and that we could not give out the contact number for the vendor. The customer was told that the item was still in process. 11/5/15 would be the 10th business day so at this point we are 4 business days outside of our window to provide a tracking number. The item was picked up on 11/11/2015 at 2:26 pm and assigned a USPS tracking number. Customer was notified with tracking number.[redacted]
Hello Crystal,These items were shipped together, this is why they have the same tracker. We have refunded you for these shipping charges since they were delayed by our shipping vendor. While we appreciate and understand your frustration, we have a complex logistics process. We measure the items in the home to estimate shipping. Then we have to have all items removed from the home to a packing/fulfillment facility. Then they are shipped out with the tracking number. We have started improving this process with a new work flow that will reduce delays and reduce shipping costs. Thank you again for your understanding.[redacted]EBTH
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] is correct in that, per our terms and conditions, items which are not paid for within 7 days of the end of the sale are subject to forfeit, but our primary concern is making sure that our customers get the items they win. Those terms and conditions also state that “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.” Our terms and conditions further state “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.” In this case, we were able to collect the shipping costs from Ms. [redacted] and, therefore, shipped the items to her. This is standard procedure when shipping is paid, both because we do not want to hold items purchased by a customer and because we do not always have the space to accommodate a forfeiture. One of Ms. [redacted]’s items was refunded because it was unfortunately lost at our distribution center. Ms. [redacted] has received the glass serving dishes. We cannot refund her any further. Thank you for your consideration, EBTH
Hello Mr. [redacted],I've been reviewing our call records and submissions by email to our customer service center and we had only one message, which was posted on [redacted] that stated only "cheated me twice". We want to assure you that we have not become one of the top estate sale companies by...
ever cheating someone and we value our reputation. The two invoices you have referenced have been listed as "booked" and "packed". We update our invoices so you can see each step of the process. There is no tracker for one of the packages as it goes from the home to a distribution center. When it's sent, we send an updated tracking number. Both invoices are going to arrive at your home soon. We always back our items. Please go to "My EBTH" to check for the latest on your package. We hope you enjoy your items and give us another chance in the future. Also, since you were not pleased with the shipping time, I've also added 50% of your shipping cost for those two invoices back. Thank you again for your feedback. In the future, you can always call ###-###-####.
Dear Revdex.com,The sale for this closed on 10/22/15 at 2:00pm and the item was picked from the property in [redacted], **. On Tuesday 10/27/2015 an email was sent to notify the customer that the item was being packed and prepared for safe shipping. On 11/2/2015, [redacted] emailed our customer...
service and asked about our shipping process and stated that he had visited the warehouse per our recommendation to pick the item up here and he was told it was not here yet. He had 2 items that were in process. We responded Tuesday 11/3/2015 and informed him that one of the two items was available. We apologized for the inconvenience and offered alternate times and days to come in and get the item. On Saturday 11/7/2015 the customer thanked us for the apology but requested the 3rd party shipping vendor’s phone number and to pick the item up at the shipping vendor. On Sunday 11/8/2015 we responded that they could not pick the item up at this time and that we could not give out the contact number for the vendor. The customer was told that the item was still in process. 11/5/15 would be the 10th business day so at this point we are 4 business days outside of our window to provide a tracking number. The item was picked up on 11/11/2015 at 2:26 pm and assigned a USPS tracking number. Customer was notified with tracking number.[redacted]
Hello Crystal,These items were shipped together, this is why they have the same tracker. We have refunded you for these shipping charges since they were delayed by our shipping vendor. While we appreciate and understand your frustration, we have a complex logistics process. We measure the items in the home to estimate shipping. Then we have to have all items removed from the home to a packing/fulfillment facility. Then they are shipped out with the tracking number. We have started improving this process with a new work flow that will reduce delays and reduce shipping costs. Thank you again for your understanding.[redacted]EBTH
Thank you for the opportunity to further respond to these concerns. Ms. [redacted] is correct in that, per our terms and conditions, items which are not paid for within 7 days of the end of the sale are subject to forfeit, but our primary concern is making sure that our customers get the items they win. Those terms and conditions also state that “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.” Our terms and conditions further state “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.” In this case, we were able to collect the shipping costs from Ms. [redacted] and, therefore, shipped the items to her. This is standard procedure when shipping is paid, both because we do not want to hold items purchased by a customer and because we do not always have the space to accommodate a forfeiture. One of Ms. [redacted]’s items was refunded because it was unfortunately lost at our distribution center. Ms. [redacted] has received the glass serving dishes. We cannot refund her any further. Thank you for your consideration, EBTH