Shipping of $was reimbursed on 10/as requested We are sorry for the delay, but [redacted] is a shipping vendor They do not have authority to grant refunds on our company's behalf But since it was their challenge and their discussion with you, we will pursue them Please let us know if we can be of further assistance.The EBTH Team
***,We are more than happy to resolve the issue for you We would just like to resolve the shipping with you We are happy to cover the shipping, but you have de-activated your account If you could re-instate this and inform us if the claim to your bank has stopped, we will be happy to resolve the shipping matter If the claim is still in place, we can't ship the item as the initial item will not have been paid for We still have no records of any contact by phone or email to our customer service center Can you please let us know how you are contacting us? We answer, on average, in under a minute all dayThank youEBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a painting on 8/for $60, invoice B- [redacted] With shipping and sales tax, her invoice total was $Per our terms and conditions, “When submitting a bid, you must raise the bid by a minimum established incrementBid increments can be found hereYou may elect to raise the bid by more than the required minimum by entering a higher bid in the "Your Minimum Bid" boxIf you enter a higher minimum bid and your bid is the winning bid, you agree to be bound to your bid amount, regardless of any other previous bidsYou may also elect to enter a proxy bid in the "Your Maximum Bid" boxIf 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 ("Maximum Bid")Maximum Bids are not disclosedMaximum and/or Minimum Bids do not include any taxes, shipping or handling fees.” We have included the bid increments in the screen shot “EBTH Bid Increments.” They can also be found on the FAQ page included: [redacted] When Ms [redacted] placed her initial bid on this piece, she bid $with a maximum bid of $at 8:pm on 8/On 8/at 10:pm, another bidder placed a minimum bid of $with a maximum bid of $Since Ms [redacted] ’s maximum bid was higher, she automatically outbid the other bidder at $with her maximum bid still at $At 10:pm, the same bidder placed a bid of $with a maximum bid of $Since this was again lower than Ms [redacted] ’s maximum bid, she automatically outbid that bidder at $After this, she lowered her maximum bid to $65, but no additional bids were placedThis can be seen in the screen shot “ [redacted] Bids.” The jumps in Ms [redacted] ’s bidding are due to the maximum bids placed by her and the other bidderSince Ms [redacted] agreed to pay $200, and later $65, for the piece, any bids placed by any other bidders, including maximum bids, that were lower than either of those numbers would have been outbidWe cannot accept Ms [redacted] return of the paintingThank you for your consideration,EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I find it extremely convenient that EBTH is using the excuse that the have not record of my call to validate that they did not fulfill a promise made to me I agree that I missed the piof the original item I actually called THEM and brought this to their attention Typically, a purchaser receives a reminder text or e-mail and oftentimes a call for pick-ups to ensure that missed pidoes not happen I did not receive these reminders for this particular sale Also, it is very common practice for EBTH to call you the day of piwhen the close of the assigned pitime is nearing and an item remains unclaimed Again, this did not happen.I was fully prepared to accept their offer of a partial refund until their customer service representative absolutely refused to allow me to speak with anyone else other than herself I called to ask if alternate arrangements could be made to hold the items for a longer period of time since I would be out of town and was ensured that this would not be an issue I believe that Elise (sp?) did not want to allow me to speak with anyone else because it was she who initially spoke to me and didn't convey the appropriate message.If you are not able to refund a different card, I will accept a check I let the rep know this, as well There was fraudulent activity on the card that was reported stolen NO CREDITS or debits listed for this card will be posted by my bank Refunding the fees to that card will further complicate the legal issues we are attempting to rectify.EBTH made promise to me that they did not uphold The lack of customer service expertise experienced since that time has been unacceptable I am requesting a full refund issued in the form of a check mailed to me at my residence I do not feel that this asking too much considering the thousands of dollars that I have spent through purchases at EBTH over the last couple of years Regards, [redacted] ***
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a ring for $on 1/Per 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 dateWhen you win an item, any shipping times we provide are estimates only and actual delivery dates may vary.” For this item, the scheduled removal date was 1/The ring shipped on 1/20, which was business days after the removal dateThis includes the MLK holidayMs [redacted] was sent the tracking information on 1/[redacted] attempted to deliver the item on 1/23, but Ms [redacted] was not available to sign for the itemThey left notification of this delivery attemptThey attempted two more times on 1/and 1/25, leaving notification of attempted delivery both timesOn 1/the item was shipped back to the shipping vendor, where it arrived on 2/Upon receipt of this concern, we were able to locate the ringIt is being sent back to Ms [redacted] at the address on fileWe will send her tracking information when the item has been sentThank you for your consideration,EBTH
Thank you for the opportunity to respond to these concernsMr [redacted] purchased planters and vases on 10/for $60, invoice B- [redacted] With sales tax and shipping, his final invoice total was $256.98.Mr [redacted] reached out to our customer service team on 10/to express his concern over the $shipping costThe customer service representative with whom he spoke explained that the items were only listed to be shipped and, therefore, not available to be picked upMr [redacted] expressed his frustration at this, as the items were listed as items from [redacted] and he had previously picked up these itemsThe items purchased by Mr [redacted] were, in fact, from a sale originating from our [redacted] marketThis particular sale was held in conjunction with EBTH and a local business in [redacted] and customer have been able to pick these items up in the pastIn effort to better serve our growing global audience, however, EBTH has scaled back local pickup significantly in most markets, including [redacted] , and most items are taken to our [redacted] ** distribution center to be photographed, cataloged and shippedThe items purchased by Mr [redacted] were taken to this facilityOn 10/11, the same day EBTH received notification of the Revdex.com filing, a member of our escalations team called Mr [redacted] That person explained the change in our business model to Mr [redacted] and designated the items available to be picked up at our Distribution Centerr on 10/Mr [redacted] expressed his satisfaction with this solutionUnfortunately, when the team at the Distribution Center went to pull the items for pickup, they were unable to locate the piecesWe called Mr [redacted] again to let him know that the pieces were unavailableWe have refunded the items and, if we are able to locate them, we will notify Mr [redacted] If he’s still interested, we will recharge him for just the items and ship them for freeFor his inconvenience, we have also issued him a $gift cardWe would like to apologize to Mr [redacted] for this confusionWe are always happy and available to answer questions in the futureThank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns Our team has looked into this and we see two attempts at payment on Mr***’s invoice, both initiated by Mr [redacted] when he was paying for our item, on 12/The first payment attempt was conducted at 12:pm and shows in our system as a failed payment due to “Read Timeout.” The second payment shows in our system at 12:pm as an online payment on Visa [redacted] for $Based on the information provided to us by Mr***, these were both successful charges, though they do not appear to be on our end It appears as though, when Mr [redacted] attempted to pay, the transaction timed out before it was completed, causing the money to be debited from his account without reaching usOur IT team is looking into why this may have happened As we informed Mr [redacted] yesterday, our accounting department is unable to refund the $for the second charge since we did not actually receive the moneyHe is able to dispute the charge with his bankThe correct charge to dispute is the oldest on his statementThis is the appropriate course of action as the timeout occurred during the bank’s activity in the transaction We have included both the screenshot of the double charge sent to us by Mr [redacted] and the screenshot of our payment system Thank you for your consideration, EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Thank you for the opportunity to respond to your concern. On September 6th, [redacted] won an auction containing a collection of assorted Halloween and autumn decor. The size and scope of the collection designated that it be local pickup only, making it unavailable for shipment or warehouse... transfer. This was indicated in the item description. Because of this, when [redacted] was unable to make the pickup, someone else could have been sent in her stead. Unfortuantely, when [redacted] was unable to pick up her items, they were donated. When reading her contact with EBTH Customer Service, I do see that [redacted] was given conflicting information. She was initially told her items were lost and offered a full refund. After this, she was told her items were donated because they could not be shipped and told she could not be refunded. Because of this conflicting information, we have refunded [redacted] the $12.72 charged to her card as a courtesy. Best, EBTH
Thank you for the opportunity to further respond to these concernsThe [redacted] was listed in fair condition, with condition details indicating that the vehicle may need a battery and definitely needed to be jumped to startThis is the condition in which it was presented to EBTH by the sellerThere was no indication that any electrical issues were related to anything other than a bad batteryMs [redacted] was given service records for work done on the vehicle prior to sale on EBTH by the auto shopEBTH was not given these records and we listed the vehicle in the condition stated by the sellerPer our policy, “EBTH does not warrant the condition of vehiclesThe 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 earlierThis 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 blueWe can send unredacted versions to the Revdex.com at their requestBased on this information from the seller, we stand by the listed condition of the car as fairIn 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 EBTHWe were simply not told or given any service history on the vehicle and we listed it as was appropriate, given the information available to usMs [redacted] made no attempts to preview the vehicle to assess the mechanical condition for herselfIn order to do that, she would simply need to contact our customer service team who can help arrange a preview with the marketThe customer service team is available by phone Monday-Friday from am - 12am EST and from 9am - pm EST on Saturday and SundayAll emails sent to our customer service team are answered within hoursThey 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 vehiclePer our policy, “EBTH does not warrant the condition of vehiclesThe condition stated is that of the ownerPlease 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 carPer 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 purchaseWhen she informed the management in the market that she was not interested in completing her bid, the management alerted the customer service and fraud teamAfter approximately two weeks of nonpayment, Ms [redacted] ’s card on file was charged the maximum amount of $in order to collect a partial payment on the vehicleVehicles sold on EBTH are not typically charged to a card in an effort to protect the seller from a fraudulent charge, as our disclaimer statesIn this instance, however, since Ms [redacted] had not paid for the vehicle, her card was charged in accordance to our terms and conditionsThe 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 profileBy providing your credit card information to EBTH, you irrevocably authorize EBTH to charge your credit card for the listing fee or total purchase amount of any winning bid plus any fees associated with the sale of the item, including but not limited to taxes, shipping and handling fees, as applicable.”Ms [redacted] purchased a year old luxury import vehicle from EBTHGiven 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 vehicleWe did not have the piece assessed with possible repair costs prior to selling it and we do not warrant its conditionWe 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 costsMs [redacted] took possession of the vehicle in its current condition, indicating to us that she acknowledged and accepted this conditionWe are unable to offer Ms [redacted] a refundThank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concernsThe “original box” mentioned in the listing is the red box in which the watch itself is photographedBased on the photographs Mr [redacted] sent, this box is much smaller than the white cardboard box it was placed in, indicating that it may not be the box the watch case was placed in at the time of its original purchaseThe dimensions of the watch and bracelet were listed accurately on the listingAccording to Mr***’s claims, these are measurements for a women’s watchBased on this information, which was available to Mr [redacted] during the bidding process, Mr [redacted] would have been able to determine whether he thought this was a men’s watch or a women’s watchEBTH does not sell watches for a specific gender as watches are easily changed and alteredWe cannot return Mr***’s watchThank you for your considerationEBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a Mid-Century modern tapered curio shelf for $on 5/14, invoice B- [redacted] With shipping, her final total was $This item was scheduled to be delivered to Ms [redacted] via our home delivery service at a cost of $Per our shipping terms, customers will be notified within weeks of the scheduled payment or removal dateThe curio was available for pickup from our rented facility in [redacted] ** on 5/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/that she had not been contacted and was told the customer service representative would contact the logistics team for an answerOn 7/24, the customer service representative let her know that we expected her piece to ship out that weekOn 7/the piece had not been shipped yet, though it was ten weeks from the scheduled removal dateThe 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 refundMs [redacted] chose the refundThe shipment was canceled and Ms [redacted] was refunded $on 7/31.We would like to apologize to Ms [redacted] for this incident and any inconvenience it may have causedThank 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 reviewed appear below.The package in question did finally arriveI feel it only fair for a business to notify a buyer of any error that they make in failure to deliver a productIn this particular case the product in question I fully believe was actually put back into stock marked unsold with the date 12/12/written on the boxThat would be an error on the part of the sellerPutting the item in a box that did not reflect this would have been a prudent decision since they failed to provide me with any communication that would have been truthfulI understand that error occurI certainly would have been completely okay with the delivery delay had EBTH had been proactive and honest about the errorAnd againI did not buy this item in the state of OhioState taxes should not apply to the sale [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Thank you for the opportunity to respond to these concernsAccording 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 dateWhen 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/and the removal date for these items was 12/This can be seen at the bottom of the attached invoice in the “Pickup Terms” sectionThe shipping process for these rings began 12/and we booked shipping on 12/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 mailThe tracking number is [redacted] We have attached a PDF version of the tracking information from UPSUPS received the shipment on 1/where it was sent to UPS Mail InnovationsSince we were closed for the holidays on 12/23, 12/26, and 1/1, this was the tenth business day after the pickup dateThe shipment was received by UPS Mail Innovations in Butner, NC on 1/It was received by the regional USPS hub in Columbus, SC which serves Ms [redacted] on 1/and taken to the local post office in Longs, SC on 1/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/It was received by the Lake City, SC local post office on 1/and should be out for delivery in the next few daysWe are within the parameters set forth by our terms and conditions regarding our shipping timelineUnfortunately, the shipment was delayed by UPS and USPS and that is out of our controlThat said, we are willing to refund the $in shipping costs as a courtesyWe are unable to refund the sales taxPer 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 SCThank you for your consideration,EBTH
Good morning ***,We have been looking over your history and want to make this right for you I see the first contact was to our Sales team, not Customer Service Simple error Then, I reviewed our tickets It did take us longer than usual to respond, so we agree that seeing a shipping charge would be cause for concern The tickets were closed when we merged your submissions to our customer service team into one ticket It didn't mean we were not responding.If you noticed, we voided the shipping charges and worked with you We have to be out of the home, typically with tight deadlines, that if you can't make a pickup, we have to ship the item Since this was a table, $for a table to be packed, moved and shipped can be costly We are continuing to reduce our shipping prices and have reduced by 33% in the last month alone We would love to have another opportunity to work with you and I'm willing to grant you a $gift card to buy with us again I would ask that you kindly review your posts on social media as we believe we have remedied your concerns."Horrible customer service and insane shipping charges...avoid at all costs!"Let us know and we will get you taken care of.Thank you.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 they did indeed ship out weights and a pendulum which arrived today. However, upon inspection the cables for the weights are still missing and the weights themselves seem to have sustained damage during shipment due to improper packaging, one of them having come apart and the other two having sustained dents. The items were delivered in a large 22 x 26 x16 [redacted] box, assumingly picked to accommodate the length of the 33 inch pendulum on a diagonal, but then the three weights each measuring 10 x appr. 2, were simply wrapped in packing paper with the void of the box loosely packed with additional lightly wadded packing paper. This provided no stable cushioning and allowed the weights, which are quite heavy, to freely roll around the box during transport which would explain the damage to them. Though the damage on the two intact weights seems more or less cosmetic, I am not certain that the third one, the one that came apart, can be sufficiently repaired. I have taken photos of the damaged weights as I found them when unpacking them after delivery. In addition, as I mentioned, the cables to hang the weights with are missing, yet the photo in the ad clearly showed the clock fully and properly assembled. As you can see my complaint has not been properly resolved. For it to be resolved the cables would still need to be shipped to me and at a minimum the broken weight replaced or properly fixed, and I don't think that to be an unreasonable request. We bid on and bought this clock in good faith that it would be delivered as shown and promised, and have been more than patient in the matter especially considering the clock was purchased in October 2017 and we still have no way to set it up as intended let alone try to see if it is in working condition. 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.] Regards, [redacted]
Thank you for the opportunity to respond to these concernsWe have looked into Ms [redacted] correspondence with our customer service team and we can see that we have worked closely on this with herUnfortunately, shipping on these dressers was delayed due to a discrepancy in the shipping priceWe offered to refund her at every step, as we do regret the delayWhen the discrepancy was resolved, the dressers were shipped to Ms [redacted] via our white glove service, which can take 3-weeksWe have been able to determine that the dressers are in Columbus, preparing for delivery to [redacted] ***They should be delivered by the end of next weekWe have included the link for tracking [redacted] Thank you for your considerationEBTH
Shipping of $was reimbursed on 10/as requested We are sorry for the delay, but [redacted] is a shipping vendor They do not have authority to grant refunds on our company's behalf But since it was their challenge and their discussion with you, we will pursue them Please let us know if we can be of further assistance.The EBTH Team
The check company released the check on May 26th
***,We are more than happy to resolve the issue for you We would just like to resolve the shipping with you We are happy to cover the shipping, but you have de-activated your account If you could re-instate this and inform us if the claim to your bank has stopped, we will be happy to resolve the shipping matter If the claim is still in place, we can't ship the item as the initial item will not have been paid for We still have no records of any contact by phone or email to our customer service center Can you please let us know how you are contacting us? We answer, on average, in under a minute all dayThank youEBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a painting on 8/for $60, invoice B- [redacted] With shipping and sales tax, her invoice total was $Per our terms and conditions, “When submitting a bid, you must raise the bid by a minimum established incrementBid increments can be found hereYou may elect to raise the bid by more than the required minimum by entering a higher bid in the "Your Minimum Bid" boxIf you enter a higher minimum bid and your bid is the winning bid, you agree to be bound to your bid amount, regardless of any other previous bidsYou may also elect to enter a proxy bid in the "Your Maximum Bid" boxIf 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 ("Maximum Bid")Maximum Bids are not disclosedMaximum and/or Minimum Bids do not include any taxes, shipping or handling fees.” We have included the bid increments in the screen shot “EBTH Bid Increments.” They can also be found on the FAQ page included: [redacted] When Ms [redacted] placed her initial bid on this piece, she bid $with a maximum bid of $at 8:pm on 8/On 8/at 10:pm, another bidder placed a minimum bid of $with a maximum bid of $Since Ms [redacted] ’s maximum bid was higher, she automatically outbid the other bidder at $with her maximum bid still at $At 10:pm, the same bidder placed a bid of $with a maximum bid of $Since this was again lower than Ms [redacted] ’s maximum bid, she automatically outbid that bidder at $After this, she lowered her maximum bid to $65, but no additional bids were placedThis can be seen in the screen shot “ [redacted] Bids.” The jumps in Ms [redacted] ’s bidding are due to the maximum bids placed by her and the other bidderSince Ms [redacted] agreed to pay $200, and later $65, for the piece, any bids placed by any other bidders, including maximum bids, that were lower than either of those numbers would have been outbidWe cannot accept Ms [redacted] return of the paintingThank you for your consideration,EBTH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I find it extremely convenient that EBTH is using the excuse that the have not record of my call to validate that they did not fulfill a promise made to me I agree that I missed the piof the original item I actually called THEM and brought this to their attention Typically, a purchaser receives a reminder text or e-mail and oftentimes a call for pick-ups to ensure that missed pidoes not happen I did not receive these reminders for this particular sale Also, it is very common practice for EBTH to call you the day of piwhen the close of the assigned pitime is nearing and an item remains unclaimed Again, this did not happen.I was fully prepared to accept their offer of a partial refund until their customer service representative absolutely refused to allow me to speak with anyone else other than herself I called to ask if alternate arrangements could be made to hold the items for a longer period of time since I would be out of town and was ensured that this would not be an issue I believe that Elise (sp?) did not want to allow me to speak with anyone else because it was she who initially spoke to me and didn't convey the appropriate message.If you are not able to refund a different card, I will accept a check I let the rep know this, as well There was fraudulent activity on the card that was reported stolen NO CREDITS or debits listed for this card will be posted by my bank Refunding the fees to that card will further complicate the legal issues we are attempting to rectify.EBTH made promise to me that they did not uphold The lack of customer service expertise experienced since that time has been unacceptable I am requesting a full refund issued in the form of a check mailed to me at my residence I do not feel that this asking too much considering the thousands of dollars that I have spent through purchases at EBTH over the last couple of years Regards, [redacted] ***
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a ring for $on 1/Per 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 dateWhen you win an item, any shipping times we provide are estimates only and actual delivery dates may vary.” For this item, the scheduled removal date was 1/The ring shipped on 1/20, which was business days after the removal dateThis includes the MLK holidayMs [redacted] was sent the tracking information on 1/[redacted] attempted to deliver the item on 1/23, but Ms [redacted] was not available to sign for the itemThey left notification of this delivery attemptThey attempted two more times on 1/and 1/25, leaving notification of attempted delivery both timesOn 1/the item was shipped back to the shipping vendor, where it arrived on 2/Upon receipt of this concern, we were able to locate the ringIt is being sent back to Ms [redacted] at the address on fileWe will send her tracking information when the item has been sentThank you for your consideration,EBTH
Thank you for the opportunity to respond to these concernsMr [redacted] purchased planters and vases on 10/for $60, invoice B- [redacted] With sales tax and shipping, his final invoice total was $256.98.Mr [redacted] reached out to our customer service team on 10/to express his concern over the $shipping costThe customer service representative with whom he spoke explained that the items were only listed to be shipped and, therefore, not available to be picked upMr [redacted] expressed his frustration at this, as the items were listed as items from [redacted] and he had previously picked up these itemsThe items purchased by Mr [redacted] were, in fact, from a sale originating from our [redacted] marketThis particular sale was held in conjunction with EBTH and a local business in [redacted] and customer have been able to pick these items up in the pastIn effort to better serve our growing global audience, however, EBTH has scaled back local pickup significantly in most markets, including [redacted] , and most items are taken to our [redacted] ** distribution center to be photographed, cataloged and shippedThe items purchased by Mr [redacted] were taken to this facilityOn 10/11, the same day EBTH received notification of the Revdex.com filing, a member of our escalations team called Mr [redacted] That person explained the change in our business model to Mr [redacted] and designated the items available to be picked up at our Distribution Centerr on 10/Mr [redacted] expressed his satisfaction with this solutionUnfortunately, when the team at the Distribution Center went to pull the items for pickup, they were unable to locate the piecesWe called Mr [redacted] again to let him know that the pieces were unavailableWe have refunded the items and, if we are able to locate them, we will notify Mr [redacted] If he’s still interested, we will recharge him for just the items and ship them for freeFor his inconvenience, we have also issued him a $gift cardWe would like to apologize to Mr [redacted] for this confusionWe are always happy and available to answer questions in the futureThank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns Our team has looked into this and we see two attempts at payment on Mr***’s invoice, both initiated by Mr [redacted] when he was paying for our item, on 12/The first payment attempt was conducted at 12:pm and shows in our system as a failed payment due to “Read Timeout.” The second payment shows in our system at 12:pm as an online payment on Visa [redacted] for $Based on the information provided to us by Mr***, these were both successful charges, though they do not appear to be on our end It appears as though, when Mr [redacted] attempted to pay, the transaction timed out before it was completed, causing the money to be debited from his account without reaching usOur IT team is looking into why this may have happened As we informed Mr [redacted] yesterday, our accounting department is unable to refund the $for the second charge since we did not actually receive the moneyHe is able to dispute the charge with his bankThe correct charge to dispute is the oldest on his statementThis is the appropriate course of action as the timeout occurred during the bank’s activity in the transaction We have included both the screenshot of the double charge sent to us by Mr [redacted] and the screenshot of our payment system Thank you for your consideration, EBTH
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Thank you for the opportunity to respond to your concern. On September 6th, [redacted] won an auction containing a collection of assorted Halloween and autumn decor. The size and scope of the collection designated that it be local pickup only, making it unavailable for shipment or warehouse... transfer. This was indicated in the item description. Because of this, when [redacted] was unable to make the pickup, someone else could have been sent in her stead. Unfortuantely, when [redacted] was unable to pick up her items, they were donated. When reading her contact with EBTH Customer Service, I do see that [redacted] was given conflicting information. She was initially told her items were lost and offered a full refund. After this, she was told her items were donated because they could not be shipped and told she could not be refunded. Because of this conflicting information, we have refunded [redacted] the $12.72 charged to her card as a courtesy. Best, EBTH
Thank you for the opportunity to further respond to these concernsThe [redacted] was listed in fair condition, with condition details indicating that the vehicle may need a battery and definitely needed to be jumped to startThis is the condition in which it was presented to EBTH by the sellerThere was no indication that any electrical issues were related to anything other than a bad batteryMs [redacted] was given service records for work done on the vehicle prior to sale on EBTH by the auto shopEBTH was not given these records and we listed the vehicle in the condition stated by the sellerPer our policy, “EBTH does not warrant the condition of vehiclesThe 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 earlierThis 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 blueWe can send unredacted versions to the Revdex.com at their requestBased on this information from the seller, we stand by the listed condition of the car as fairIn 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 EBTHWe were simply not told or given any service history on the vehicle and we listed it as was appropriate, given the information available to usMs [redacted] made no attempts to preview the vehicle to assess the mechanical condition for herselfIn order to do that, she would simply need to contact our customer service team who can help arrange a preview with the marketThe customer service team is available by phone Monday-Friday from am - 12am EST and from 9am - pm EST on Saturday and SundayAll emails sent to our customer service team are answered within hoursThey 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 vehiclePer our policy, “EBTH does not warrant the condition of vehiclesThe condition stated is that of the ownerPlease 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 carPer 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 purchaseWhen she informed the management in the market that she was not interested in completing her bid, the management alerted the customer service and fraud teamAfter approximately two weeks of nonpayment, Ms [redacted] ’s card on file was charged the maximum amount of $in order to collect a partial payment on the vehicleVehicles sold on EBTH are not typically charged to a card in an effort to protect the seller from a fraudulent charge, as our disclaimer statesIn this instance, however, since Ms [redacted] had not paid for the vehicle, her card was charged in accordance to our terms and conditionsThe 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 profileBy providing your credit card information to EBTH, you irrevocably authorize EBTH to charge your credit card for the listing fee or total purchase amount of any winning bid plus any fees associated with the sale of the item, including but not limited to taxes, shipping and handling fees, as applicable.”Ms [redacted] purchased a year old luxury import vehicle from EBTHGiven 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 vehicleWe did not have the piece assessed with possible repair costs prior to selling it and we do not warrant its conditionWe 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 costsMs [redacted] took possession of the vehicle in its current condition, indicating to us that she acknowledged and accepted this conditionWe are unable to offer Ms [redacted] a refundThank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concernsThe “original box” mentioned in the listing is the red box in which the watch itself is photographedBased on the photographs Mr [redacted] sent, this box is much smaller than the white cardboard box it was placed in, indicating that it may not be the box the watch case was placed in at the time of its original purchaseThe dimensions of the watch and bracelet were listed accurately on the listingAccording to Mr***’s claims, these are measurements for a women’s watchBased on this information, which was available to Mr [redacted] during the bidding process, Mr [redacted] would have been able to determine whether he thought this was a men’s watch or a women’s watchEBTH does not sell watches for a specific gender as watches are easily changed and alteredWe cannot return Mr***’s watchThank you for your considerationEBTH
Thank you for the opportunity to respond to these concernsMs [redacted] purchased a Mid-Century modern tapered curio shelf for $on 5/14, invoice B- [redacted] With shipping, her final total was $This item was scheduled to be delivered to Ms [redacted] via our home delivery service at a cost of $Per our shipping terms, customers will be notified within weeks of the scheduled payment or removal dateThe curio was available for pickup from our rented facility in [redacted] ** on 5/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/that she had not been contacted and was told the customer service representative would contact the logistics team for an answerOn 7/24, the customer service representative let her know that we expected her piece to ship out that weekOn 7/the piece had not been shipped yet, though it was ten weeks from the scheduled removal dateThe 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 refundMs [redacted] chose the refundThe shipment was canceled and Ms [redacted] was refunded $on 7/31.We would like to apologize to Ms [redacted] for this incident and any inconvenience it may have causedThank 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 reviewed appear below.The package in question did finally arriveI feel it only fair for a business to notify a buyer of any error that they make in failure to deliver a productIn this particular case the product in question I fully believe was actually put back into stock marked unsold with the date 12/12/written on the boxThat would be an error on the part of the sellerPutting the item in a box that did not reflect this would have been a prudent decision since they failed to provide me with any communication that would have been truthfulI understand that error occurI certainly would have been completely okay with the delivery delay had EBTH had been proactive and honest about the errorAnd againI did not buy this item in the state of OhioState taxes should not apply to the sale [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Thank you for the opportunity to respond to these concernsAccording 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 dateWhen 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/and the removal date for these items was 12/This can be seen at the bottom of the attached invoice in the “Pickup Terms” sectionThe shipping process for these rings began 12/and we booked shipping on 12/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 mailThe tracking number is [redacted] We have attached a PDF version of the tracking information from UPSUPS received the shipment on 1/where it was sent to UPS Mail InnovationsSince we were closed for the holidays on 12/23, 12/26, and 1/1, this was the tenth business day after the pickup dateThe shipment was received by UPS Mail Innovations in Butner, NC on 1/It was received by the regional USPS hub in Columbus, SC which serves Ms [redacted] on 1/and taken to the local post office in Longs, SC on 1/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/It was received by the Lake City, SC local post office on 1/and should be out for delivery in the next few daysWe are within the parameters set forth by our terms and conditions regarding our shipping timelineUnfortunately, the shipment was delayed by UPS and USPS and that is out of our controlThat said, we are willing to refund the $in shipping costs as a courtesyWe are unable to refund the sales taxPer 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 SCThank you for your consideration,EBTH
Good morning ***,We have been looking over your history and want to make this right for you I see the first contact was to our Sales team, not Customer Service Simple error Then, I reviewed our tickets It did take us longer than usual to respond, so we agree that seeing a shipping charge would be cause for concern The tickets were closed when we merged your submissions to our customer service team into one ticket It didn't mean we were not responding.If you noticed, we voided the shipping charges and worked with you We have to be out of the home, typically with tight deadlines, that if you can't make a pickup, we have to ship the item Since this was a table, $for a table to be packed, moved and shipped can be costly We are continuing to reduce our shipping prices and have reduced by 33% in the last month alone We would love to have another opportunity to work with you and I'm willing to grant you a $gift card to buy with us again I would ask that you kindly review your posts on social media as we believe we have remedied your concerns."Horrible customer service and insane shipping charges...avoid at all costs!"Let us know and we will get you taken care of.Thank you.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 they did indeed ship out weights and a pendulum which arrived today. However, upon inspection the cables for the weights are still missing and the weights themselves seem to have sustained damage during shipment due to improper packaging, one of them having come apart and the other two having sustained dents. The items were delivered in a large 22 x 26 x16 [redacted] box, assumingly picked to accommodate the length of the 33 inch pendulum on a diagonal, but then the three weights each measuring 10 x appr. 2, were simply wrapped in packing paper with the void of the box loosely packed with additional lightly wadded packing paper. This provided no stable cushioning and allowed the weights, which are quite heavy, to freely roll around the box during transport which would explain the damage to them. Though the damage on the two intact weights seems more or less cosmetic, I am not certain that the third one, the one that came apart, can be sufficiently repaired. I have taken photos of the damaged weights as I found them when unpacking them after delivery. In addition, as I mentioned, the cables to hang the weights with are missing, yet the photo in the ad clearly showed the clock fully and properly assembled. As you can see my complaint has not been properly resolved. For it to be resolved the cables would still need to be shipped to me and at a minimum the broken weight replaced or properly fixed, and I don't think that to be an unreasonable request. We bid on and bought this clock in good faith that it would be delivered as shown and promised, and have been more than patient in the matter especially considering the clock was purchased in October 2017 and we still have no way to set it up as intended let alone try to see if it is in working condition. 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.] Regards, [redacted]
Thank you for the opportunity to respond to these concernsWe have looked into Ms [redacted] correspondence with our customer service team and we can see that we have worked closely on this with herUnfortunately, shipping on these dressers was delayed due to a discrepancy in the shipping priceWe offered to refund her at every step, as we do regret the delayWhen the discrepancy was resolved, the dressers were shipped to Ms [redacted] via our white glove service, which can take 3-weeksWe have been able to determine that the dressers are in Columbus, preparing for delivery to [redacted] ***They should be delivered by the end of next weekWe have included the link for tracking [redacted] Thank you for your considerationEBTH