Thank you for the opportunity to further respond to these concerns. Mr*** can disregard the email in which he was issued a refundIn anticipation of his acceptance of our previous proposed resolution, a check for $was preemptively submitted for approvalThis was done in the hope that Mr*** would agree to return the wrong generator for a check refundAs previously stated, when a customer pays in cash, we can only reimburse them with a checkThe local offices do not keep cash on hand and do not have the funds to reimburse Mr***When Mr*** refused the proposed solution, we canceled the check request. As of 8/31, we have located the * *** *** *** Duel Fuel purchased by Mr***It is at our *** warehouse and Mr*** can take the wrong generator to the warehouse and exchange it for the duel fuel generator any time during the rest of this week or next week, though we will be closed for business on 9/for the Labor Day holidayThat office is located at *** *** *** *** ** *** and is open from 9am to 4:pm. We understand that this has been a frustrating experience for Mr***It was not an experience in line with the expectations EBTH has set for its sales and we would like to offer him our sincere apologies. Thank you for your consideration. EBTH
Thank you for the opportunity to respond to your concern. When *** began shopping on EBTH, sales from the Louisville market were conducted exclusively out of LousivilleIn the last few months, we have changed our processes and some Lousiville sales are processed from our Distribution Center
in Blue Ash, OHThese sales are still marked as "Lousiville" sales to indicate the origin of the items in the sale, but small items are taken to Blue Ash and large items are taken to a storage facility in LouisvilleWhen they are taken to the local storage facility, they are each subject to a $fee to cover the cost of professional removal and storage. The physical locations of the items in a sale are clearly delineated to the right of the item photos on the individual item pageThere are several boxes which lay out all associated fees, costs and pickup options for each itemIn the Lousiville sale *** bid on, ***, the items would have indicated that they were shipping only or to be picked up at the local warehouse for the associated feeWhen she won from sale ***, she won a small item and a large itemThe small item was in Blue Ash and the large item was in Lousiville, generating two different invoices for two different fulfillment options. When *** called regarding the invoice for the smaller item which was shipped to her, our customer service representative explained that the physical location of the item is indicated on the item page and that shipping is the only available fulfillment option, per that pageWhen she called regarding that invoice a second time, our customer service team agreed to split the cost of shipping with her as a courtesy and further explained the new model.When *** called regarding the invoice for the larger item, it was again explained to her that the physical location of the item is indicated on the item page and that the only fulfillment options are shipping or warehouse pickup for a $feeThis fee cannot be waived as it is designed to cover the cost of moving and storage. All of the fulfillment information is indicated on each, individual item pageThis information includes all associated fees. Thanks, EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased a pair of vintage steamer trunks on 7/for $60, invoice B-***.When Ms*** arrived to the scheduled pickup in *** on 7/19, the trunks were unavailable to be picked upShe emailed us to let us know
of her experience that same dayAfter emailing the sale team in *** for clarification, our customer service representative emailed Ms*** on 7/to offer an alternate pickupOn 7/25, Ms*** let us know that she would be out of town and, therefore, unable to make an alternate pickupOn 7/26, we emailed her to let her know that we would be shipping the pieces to her free of charge. On 8/1, Ms*** emailed back to let us know that she was not interested in a gift card, but to inquire as to whether we could offer a discount on the trunksOn 8/3, the customer service representative let her know that we were, unfortunately, unable to discount the trunks but that we would be shipping the pieces at our cost. We would like to apologize for the misunderstanding with this emailIn shipping the trunks at our cost, we are simply absorbing the shipping costs as a courtesyThere is a cost associated with shipping any item and EBTH is covering that cost since we made the mistakeMs*** was only charged for the trunks and the associated sales tax, a total of $63.60. There will be no additional cost to Ms*** for these trunksWe have also reached out to the logistics team in an effort to expedite the shipping.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr*** purchased a *** 18K yellow gold watch for $and a collection of sterling silver masks for $315, totaling $6715, on 6/29, invoice B-***With shipping, his final total was $Per our terms and
conditions, EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal or payment dateThe scheduled removal date for these pieces was 7/6, so Mr*** should have expected to see a tracking number by 7/20.Our shipping terms and conditions have not changed significantly in recent monthsWe have two models by which we operateIn our traditional model, pieces are stored at a property or local EBTH warehouse until after the close of biddingThey are then removed from the property, taken to a shipping facility, packed and shippedIn this method, pieces are shipped via *** Ground, ***, and home and local delivery servicesIn our updated model, all of the smaller pieces from a sale are moved to our shipping facility in Blue Ash, OH, where they are packed prior to the sale going liveIn this case, items ship via *** ***, *** Ground or *** NextDay Air, depending on the value. The pieces Mr*** purchased were sold in our traditional model and, therefore, to be sent via *** Ground with a signature required for deliveryUpon receipt of this concern, we were able to contact the shipping facility and agree to have them send the piece immediately with NextDay Air service at no extra chargeIt is coming to Mr*** via ***, tracking ***It was picked up at the end of the *** work day on 7/and will be delivered to Mr*** by pm on 7/13. Mr*** has a history of failing to check shipping quotes on EBTHThis exception was made as a one time courtesy, but we will no longer be able to accommodate any special shipping requests for Mr***We ask that he checks the shipping quote and method and is certain of how the pieces are to come to him prior to placing bids on EBTH. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. Mr*** was contacted via email from the start of his sale processHis contract discussions were recorded via emailIn an email sent to Mr*** from his sales representative on 5/17, he was told that we would take his lotting suggestions into consideration and that “our team has been trained to build auction lots that will bring a minimum of $75-per lot.” This can be seen in image “*** Email” attachedFor privacy’s sake, names and email addresses have been redacted, with Mr*** redacted in blue and EBTH redacted in greenWe can send an unredacted version to the Revdex.com at their request. When Mr*** gave his specific lotting instructions, he did so while the team was packing and loading his piece for transport from his home in ***, CO to our warehouse in ***, COThey were unable to take detailed notes, but accommodated his requests after the sale went live. Mr***’s sale included three lots of *** lightersWe are unable to ship lighters as they contain flammable material, which prompted the “hazardous material” disclaimer.We have attached a copy of the contract Mr*** signed with EBTH on 5/Under “EBTH Rights and Responsibilities” section states, “EBTH shall use commercially reasonable efforts to promote and increase the sales of the Items.” This is left to our ***eting and brand team to decide. Mr***’s sale was featured in our EBTH Daily Digest ***eting email that was sent 6/This email was sent to an audience of 582.6K usersAdditionally, it was featured on our ***, which has 150K likes, and our ***, which has 3,followers, on the same dayScreen shots of the ***eting emails are included in the files “*** ***eting 1” and “*** ***eting 2.” This is beyond the feature most EBTH sales are given and was done because of the exceptional nature of Mr***’s collection. Mr*** sold two *** *** limited edition gicléesA giclée is a fine art digital print made with a high quality inkjet printerEach piece was numbered and signed by ***He sold “Brittney,” *** and “Winner Takes All,” ***These prints are still available to purchase from the artist’s website with a ***ed retail valueNo guarantee was made to Mr*** regarding the value of the pieces and, ultimately, our bidders determined the auction value for them. Mr***’s main collectibles sale contained lots, which sold for $18,634, at an average of $per lotThe consignment sale contained lots, which sold for $1,094, at an average of $per lotThis is above the expectation set forth by EBTH in Mr***’s contract negotiationsThe value of items sold on EBTH are set by our bidders and, therefore, no values are guaranteed to sellers.We cannot compensate Mr*** further. Thank you for your consideration, EBTH
Ms.***, we received contacts from you on October 21st and October 28th and we were unable to connect with you on our attempts to contact you back We submitted requests on your behalf on both occasions to our *** provider and received a response that your item was on it’s way
Currently, we are at business days, but we have shipped your item and refunded your shipping charges due to delaysThank you for the opportunity to resolve this matter.The EBTH Team
Thank you for the opportunity to respond to these concerns. Mr*** purchased a 14k white gold and tanzanite tennis necklace and a 14k yellow gold, amethyst, and diamond statement ring on 2/for $1506, invoice ***With shipping and sales tax, his final invoice total was
$1658.20. On 2/23, we attempted to charge his credit card on file three times and the card was declined each timeWe unsuccessfully attempted to charge his card five more times, each of which were declined, between 2/and 3/During this time, Mr*** had several other unpaid invoicesWe alerted him that his account had been suspended until he could bring it currentAdditionally, we alerted him that the ring and necklace would be subject to forfeit if they were not paid within days of the sale closing. Per our terms and conditions, “Any items not paid for in accordance with the EBTH Terms and Conditions within seven (7) days of the sale closing (or upon a later applicable payment due date as may be provided herein) will be forfeited by you and EBTH may, in its sole and absolute discretion, resell or dispose of the items as well as donate the items to a charity of EBTH’s choosingEBTH reserves the right to charge any payment option you have on file and/or to report your account to collections for the combined total of the original invoice amount and any moving or disposal charges and you will be responsible for any charges incurred by EBTH in collecting your payment.”Mr*** did finally pay for the items on 3/31, but they had been resold at that pointHe is still responsible for paying for the items, as he agreed to our terms and conditions prior to creating his account. Upon receipt of this filing from the Revdex.com, our fraud department took a closer look at Mr***’s accountThis is the third account he has created with EBTHThe first account was created on 10/5/15, bidder number ***Mr*** bid and sold with EBTH until April of 2016, when a dispute was filed against the charges to the card on filePer that dispute, Mr*** had used his mother’s account to purchase items without her authorizationAt his request, we closed that account. Mr*** created another account, bidder number ***, on December 16, He won two auctions on that account, including invoice *** for $*** was never paid for by Mr*** and that account was suspendedHis final account, which is his current account, was created on 5/27/16, bidder number ***This is Given Mr***’s continued history of nonpayment and fradulent charges, we have decided to discontinue our current business relationship with him and permanently suspend his accountHis IP address and cookie footprint have been flagged and any future accounts he attempts to create will be automatically suspendAny outstanding invoices that are being shipped to Mr*** will still be shipped. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. We have acknowledged every item brought to our attention by Mr*** via the Revdex.comWe have reimbursed him with fair compensation for items we lost, damaged or never receivedWe have taken responsibility for all mistakes made. We did not take his vacuum. EBTH has made all financial concessions we are able to makeWe can offer no additional credits for itemsWe consider this matter closed. Thank you for your consideration,EBTH
Per our records, *** card was charged multiple times until a successful charge was madeEach time the cards on file were declined, she was sent an email regarding the declined paymentThis would have been emails for declined payments*** received additional emails, one congratulating her on a winning bid, one letting her know that the invoice was ready, two for successful processing of payment, and one indicating forfeitureThis is a total of emails, all sent to ***, the same email used to file the Revdex.com complaintThe first contact we received from *** came on June 21, which was days after the forfeiture email was sent on June We feel we have made all reasonable efforts to partner *** with her items, which were eventually donatedThe offer for a $gift card is still available
Thank you for the opportunity to respond to these concerns. Mr*** purchased an Original *** *** *** *** *** on Canvas Board, item number ***-186, for $on 7/17, invoice B-***With the other items purchased, his final invoice was $Mr*** picked his
pieces up on 7/19.On 7/19, Mr*** emailed our customer service team to let them know he was dissatisfied with item -and wished to return it due to a pink mark on the pieceHe was informed that we pictured the mark and would not be accepting a return on the pieceMr*** then sent a photograph of the mark, which was reviewed by the customer service team members, the customer service supervisor, and the head of the art cataloging department for EBTHAll parties who reviewed the painting agreed that the mark is present in the listing photos. For reference, we have included Mr***’s photograph of the mark, file “***,” and the photo of the painting as it was listed on EBTH, file “*** Photo.” This photo is the size of the photos when they are expanded, rather than the compressed version sent by Mr***On this photo, we have added a red circle and arrow, highlighting the visible pink mark on the paintingAdditionally, the photo can be viewed, as it exists on EBTH at: ***.Per our terms and conditions, “All items are sold "as is" and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touor repairs prior to use and the available information about these items may be limited.” The terms further state that “EBTH will not list every flaw associated with each item as these are to be expectedIn the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the descriptionEBTH will provide descriptions based on its assessment of an itemHowever, you should not assume that our assessment of condition will be the same as your assessment.”Based on the fact that the mark was photographed and shown in the photos on the listing, we are unable to offer a return or refund to Mr***. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.] This response and me exchanging this wrong item for the right item is left openThey could take months. I know good and well that they have plenty of the generators that I should have received in their warehouse and I would like to drive to there, meet them, exchange it and put this matter to a close. As far as returning it, I will have to have my money at the time of receipt because due to the customer service support I have received at this point, and the fact that I can't call and talk to the person in charge of getting things done on the phone regarding this matterThey will not give me a person to call and talk to that's capable of closing this matter in a few days
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. Mr*** is correct - he did purchase a bracelet, not a necklace. Shipping quotes are available on an item for the entire duration of the bidding processBidders are always able to generate a quote beneath their bidding buttonIncluded is a screen shot entitled “Item with Bid.jpg.” This item, a stained glass turtle lamp, has had a bid placed on it and, as is highlighted, the shipping option is included below the bid button. Each item sold on EBTH comes to us without packing and has to be packed by our teamThe custom packing covers the materials and labor cost required to ensure that every item gets to the customer safelyWe cannot honor *** consumer prices as our transit and insurance costs are designed to work at a business level. We can only provide information based on the records we haveBased on the screen shots included in the previous response, we have determined that no shipping quotes were generated for the earrings and no additional quotes were generated for the bracelet beyond the initial onePayment for the invoice was collected on 8/1, as can be seen in the screen shot “*** Payment.png.”We cannot adjust Mr***’s invoice any further. Thank you for your consideration.EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once again EBTH has shown it prefers to take the low roadThey spout terms of service that they do not stand behindIn the past year I have purchased over $89,in items from EBTH, being that in the past they have stood by the descriptions in their auctionsIn all of these transactions I have complained about the shipping of 7-transactions, had a few returns based on broken or items not as described which where honoredIn the past month I have opened Revdex.com complaints due to the declining nature of the companies behaviorThe other complaint related to being charged double for insuranceVerses admitting the error they overnighted the package a week and a half after payment was madeMy concern is that this is happening with other customers and these customers are not aware that they are being over changed.I am sad they have opted to ban my account since in the past they have been a good source for unique items and to run a successful auction house you need two people to bidThe EBTH model is good, but without customer respect and honoring the descriptions of their items people will divert their business elsewhere. I would like to propose a solution that I have independent GIA graduate gemologists review the diamondIf any of those place the weight within carats of what EBTH claimed the weight of the diamond was then I will drop my claim with an apology for the error on our gemologists measure of the stone i.e (0.95-carats)These will be written and signed reports. Another solution would be to have the diamond freed from its mounting and weighed in front of a public notaryThe notary then recording the weight. I look forward to your response. *** ***Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Regards,
*** *** Problem: I am following up on a Revdex.com complaint that was resolved but then EBTH didn't follow though with their end of the resolutionWe agreed to credit my account with shipping difference of $and a gift cardI received a $gift card on 11/but never received the shipping creditI've attempted to contact customer service and after waiting 15min to reach customer service, nobody could help meI had no choice but to file a new complaint because I couldn't open the original complaintI just wish this company would do what they sayThis process has been a nightmareThe Revdex.com Complaint ID: ***Desired Outcome: $shipping credit that was promised
[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:It was extremely disheartening that I could not receive the assistance I asked for in a timely mannerI feel the staff was instructed to continually ask me to take a credit until I acceptedProof of this is in the fact that the dressers were shipped the day the Revdex.com notified EBTH of my letter more than months after my purchase dateAt one point, I requested only a tracking number and an estimated date of arrival and to please not be asked if I wanted a credit again. They wouldn’t provide it, but asked me to take a credit again I feel the staff was condescending and patronizing and I would not trust the customer relations department to provide adequate serviceI advise EBTH to look into training for this department. I will advise customers to document all calls, conversations and names of representatives if problems arise I have been a loyal customer of EBTH for years and my purchase history should be available to the representatives handling my case, this should have earned me the right to be treated with respect to keep my businessI am both bothered and concerned by the fact that I had to take my issues to the Revdex.comI can only characterize the problems here as a sophomoric handling of the situation even in the response to the Revdex.com they have taken no responsibility for their actions and once again noted the fact that they would have given me a creditThe handling of the situation was disappointing but I miraculously received my dressers todayDate of arrival days after purchase, but only days after notifying the Revdex.comUltimately, I must say that the issue is resolvedThank you.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Regards,
*** ***
Thank you for your responseWhen I spoke with Kim and Jade at EBTH both said the item was still waiting to be shippedAdditionally, *** checked the tracking number you initially assigned and they, too, said the item had not been picked upI believe this is also why the item arrived with a new tracking number rather than the initial oneGiven this, I don't understand why the initial shipping quote was not honored.Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Thank you for the opportunity to respond to these concerns. Ms*** purchased an assorted lot of four sterling silver jewelry pieces for $on 2/9, invoice ***After applying a $coupon and shipping, her final total was $The item was delivered on 2/27. Ms***
called to inform us that we had misrepresented the length of the chain in the lot and request a refund on 4/Per our terms and conditions, “Any claims submitted for review under our return policy must be received within thirty (30) days of the earliest of delivery or your taking possession of the item.” Unfortunately, since Ms*** is outside of the day timeline, we were unable to offer a return. That said, we would like to sincerely apologize for the chain Ms*** being a different length than describedWe have made an exception to our terms and conditions and refunded Ms*** $3.93, which is 1/of the final purchase price and the total shipping. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I have been refunded shipping after continuous contact with the company regarding shipments that arrived over a week after promised worst case standard shipping date
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** ---thank you for this alerti have tried to respond to ebth's 1st attachment to wit: as I have always maintained, ebth did remove my sterling silver plates (see page of agreement)the interesting bit about this agreement is that it does not only prove I have been truthful; it proves that it was ebth's manager who hand wrote the important items himself and you can see that "sterling silver plates" was written in the agreementnow, in fact, they removed only because by agreement I requested to keep the odd plate and the manger agreed.regarding all the other pdf attachments, this is ebth answering questions no one is asking, deliberately dodging the real issuesdoubtful as their claim about my broken items is (considering that they will not provide any proof) I, in the name of friendship, accepted their story and their insulting offers on those 'broken' itemsbut it is neither because of those broken items nor because of the inaccurately listed items (apparently to drive their prices down) that we are in need of Revdex.com's interventionrather, it is because my,hunting bagsterling silver platesmy genuine *** ladies watch*** speakers, pair (L820/L830)*** soundbar set m+ remote control*** glassesbrand new and in box *** *** watch,are still missing.these are the items whose whereabouts need be addressed.I will also like for Revdex.com to know that after my main sale in september, an email was sent to me intimating a conclusion of sale, which triggered my enquiry about the whereabouts about certain itemsthat enquiry led to the re-appearing of many of the items listed for 'addendum' type sales.many thanks.*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. Mr*** can disregard the email in which he was issued a refundIn anticipation of his acceptance of our previous proposed resolution, a check for $was preemptively submitted for approvalThis was done in the hope that Mr*** would agree to return the wrong generator for a check refundAs previously stated, when a customer pays in cash, we can only reimburse them with a checkThe local offices do not keep cash on hand and do not have the funds to reimburse Mr***When Mr*** refused the proposed solution, we canceled the check request. As of 8/31, we have located the * *** *** *** Duel Fuel purchased by Mr***It is at our *** warehouse and Mr*** can take the wrong generator to the warehouse and exchange it for the duel fuel generator any time during the rest of this week or next week, though we will be closed for business on 9/for the Labor Day holidayThat office is located at *** *** *** *** ** *** and is open from 9am to 4:pm. We understand that this has been a frustrating experience for Mr***It was not an experience in line with the expectations EBTH has set for its sales and we would like to offer him our sincere apologies. Thank you for your consideration. EBTH
Thank you for the opportunity to respond to your concern. When *** began shopping on EBTH, sales from the Louisville market were conducted exclusively out of LousivilleIn the last few months, we have changed our processes and some Lousiville sales are processed from our Distribution Center
in Blue Ash, OHThese sales are still marked as "Lousiville" sales to indicate the origin of the items in the sale, but small items are taken to Blue Ash and large items are taken to a storage facility in LouisvilleWhen they are taken to the local storage facility, they are each subject to a $fee to cover the cost of professional removal and storage. The physical locations of the items in a sale are clearly delineated to the right of the item photos on the individual item pageThere are several boxes which lay out all associated fees, costs and pickup options for each itemIn the Lousiville sale *** bid on, ***, the items would have indicated that they were shipping only or to be picked up at the local warehouse for the associated feeWhen she won from sale ***, she won a small item and a large itemThe small item was in Blue Ash and the large item was in Lousiville, generating two different invoices for two different fulfillment options. When *** called regarding the invoice for the smaller item which was shipped to her, our customer service representative explained that the physical location of the item is indicated on the item page and that shipping is the only available fulfillment option, per that pageWhen she called regarding that invoice a second time, our customer service team agreed to split the cost of shipping with her as a courtesy and further explained the new model.When *** called regarding the invoice for the larger item, it was again explained to her that the physical location of the item is indicated on the item page and that the only fulfillment options are shipping or warehouse pickup for a $feeThis fee cannot be waived as it is designed to cover the cost of moving and storage. All of the fulfillment information is indicated on each, individual item pageThis information includes all associated fees. Thanks, EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased a pair of vintage steamer trunks on 7/for $60, invoice B-***.When Ms*** arrived to the scheduled pickup in *** on 7/19, the trunks were unavailable to be picked upShe emailed us to let us know
of her experience that same dayAfter emailing the sale team in *** for clarification, our customer service representative emailed Ms*** on 7/to offer an alternate pickupOn 7/25, Ms*** let us know that she would be out of town and, therefore, unable to make an alternate pickupOn 7/26, we emailed her to let her know that we would be shipping the pieces to her free of charge. On 8/1, Ms*** emailed back to let us know that she was not interested in a gift card, but to inquire as to whether we could offer a discount on the trunksOn 8/3, the customer service representative let her know that we were, unfortunately, unable to discount the trunks but that we would be shipping the pieces at our cost. We would like to apologize for the misunderstanding with this emailIn shipping the trunks at our cost, we are simply absorbing the shipping costs as a courtesyThere is a cost associated with shipping any item and EBTH is covering that cost since we made the mistakeMs*** was only charged for the trunks and the associated sales tax, a total of $63.60. There will be no additional cost to Ms*** for these trunksWe have also reached out to the logistics team in an effort to expedite the shipping.Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Mr*** purchased a *** 18K yellow gold watch for $and a collection of sterling silver masks for $315, totaling $6715, on 6/29, invoice B-***With shipping, his final total was $Per our terms and
conditions, EBTH will use reasonable efforts to ship the merchandise within ten (10) business days after the scheduled sale removal or payment dateThe scheduled removal date for these pieces was 7/6, so Mr*** should have expected to see a tracking number by 7/20.Our shipping terms and conditions have not changed significantly in recent monthsWe have two models by which we operateIn our traditional model, pieces are stored at a property or local EBTH warehouse until after the close of biddingThey are then removed from the property, taken to a shipping facility, packed and shippedIn this method, pieces are shipped via *** Ground, ***, and home and local delivery servicesIn our updated model, all of the smaller pieces from a sale are moved to our shipping facility in Blue Ash, OH, where they are packed prior to the sale going liveIn this case, items ship via *** ***, *** Ground or *** NextDay Air, depending on the value. The pieces Mr*** purchased were sold in our traditional model and, therefore, to be sent via *** Ground with a signature required for deliveryUpon receipt of this concern, we were able to contact the shipping facility and agree to have them send the piece immediately with NextDay Air service at no extra chargeIt is coming to Mr*** via ***, tracking ***It was picked up at the end of the *** work day on 7/and will be delivered to Mr*** by pm on 7/13. Mr*** has a history of failing to check shipping quotes on EBTHThis exception was made as a one time courtesy, but we will no longer be able to accommodate any special shipping requests for Mr***We ask that he checks the shipping quote and method and is certain of how the pieces are to come to him prior to placing bids on EBTH. Thank you for your consideration, EBTH
Thank you for the opportunity to further respond to these concerns. Mr*** was contacted via email from the start of his sale processHis contract discussions were recorded via emailIn an email sent to Mr*** from his sales representative on 5/17, he was told that we would take his lotting suggestions into consideration and that “our team has been trained to build auction lots that will bring a minimum of $75-per lot.” This can be seen in image “*** Email” attachedFor privacy’s sake, names and email addresses have been redacted, with Mr*** redacted in blue and EBTH redacted in greenWe can send an unredacted version to the Revdex.com at their request. When Mr*** gave his specific lotting instructions, he did so while the team was packing and loading his piece for transport from his home in ***, CO to our warehouse in ***, COThey were unable to take detailed notes, but accommodated his requests after the sale went live. Mr***’s sale included three lots of *** lightersWe are unable to ship lighters as they contain flammable material, which prompted the “hazardous material” disclaimer.We have attached a copy of the contract Mr*** signed with EBTH on 5/Under “EBTH Rights and Responsibilities” section states, “EBTH shall use commercially reasonable efforts to promote and increase the sales of the Items.” This is left to our ***eting and brand team to decide. Mr***’s sale was featured in our EBTH Daily Digest ***eting email that was sent 6/This email was sent to an audience of 582.6K usersAdditionally, it was featured on our ***, which has 150K likes, and our ***, which has 3,followers, on the same dayScreen shots of the ***eting emails are included in the files “*** ***eting 1” and “*** ***eting 2.” This is beyond the feature most EBTH sales are given and was done because of the exceptional nature of Mr***’s collection. Mr*** sold two *** *** limited edition gicléesA giclée is a fine art digital print made with a high quality inkjet printerEach piece was numbered and signed by ***He sold “Brittney,” *** and “Winner Takes All,” ***These prints are still available to purchase from the artist’s website with a ***ed retail valueNo guarantee was made to Mr*** regarding the value of the pieces and, ultimately, our bidders determined the auction value for them. Mr***’s main collectibles sale contained lots, which sold for $18,634, at an average of $per lotThe consignment sale contained lots, which sold for $1,094, at an average of $per lotThis is above the expectation set forth by EBTH in Mr***’s contract negotiationsThe value of items sold on EBTH are set by our bidders and, therefore, no values are guaranteed to sellers.We cannot compensate Mr*** further. Thank you for your consideration, EBTH
Ms.***, we received contacts from you on October 21st and October 28th and we were unable to connect with you on our attempts to contact you back We submitted requests on your behalf on both occasions to our *** provider and received a response that your item was on it’s way
Currently, we are at business days, but we have shipped your item and refunded your shipping charges due to delaysThank you for the opportunity to resolve this matter.The EBTH Team
Thank you for the opportunity to respond to these concerns. Mr*** purchased a 14k white gold and tanzanite tennis necklace and a 14k yellow gold, amethyst, and diamond statement ring on 2/for $1506, invoice ***With shipping and sales tax, his final invoice total was
$1658.20. On 2/23, we attempted to charge his credit card on file three times and the card was declined each timeWe unsuccessfully attempted to charge his card five more times, each of which were declined, between 2/and 3/During this time, Mr*** had several other unpaid invoicesWe alerted him that his account had been suspended until he could bring it currentAdditionally, we alerted him that the ring and necklace would be subject to forfeit if they were not paid within days of the sale closing. Per our terms and conditions, “Any items not paid for in accordance with the EBTH Terms and Conditions within seven (7) days of the sale closing (or upon a later applicable payment due date as may be provided herein) will be forfeited by you and EBTH may, in its sole and absolute discretion, resell or dispose of the items as well as donate the items to a charity of EBTH’s choosingEBTH reserves the right to charge any payment option you have on file and/or to report your account to collections for the combined total of the original invoice amount and any moving or disposal charges and you will be responsible for any charges incurred by EBTH in collecting your payment.”Mr*** did finally pay for the items on 3/31, but they had been resold at that pointHe is still responsible for paying for the items, as he agreed to our terms and conditions prior to creating his account. Upon receipt of this filing from the Revdex.com, our fraud department took a closer look at Mr***’s accountThis is the third account he has created with EBTHThe first account was created on 10/5/15, bidder number ***Mr*** bid and sold with EBTH until April of 2016, when a dispute was filed against the charges to the card on filePer that dispute, Mr*** had used his mother’s account to purchase items without her authorizationAt his request, we closed that account. Mr*** created another account, bidder number ***, on December 16, He won two auctions on that account, including invoice *** for $*** was never paid for by Mr*** and that account was suspendedHis final account, which is his current account, was created on 5/27/16, bidder number ***This is Given Mr***’s continued history of nonpayment and fradulent charges, we have decided to discontinue our current business relationship with him and permanently suspend his accountHis IP address and cookie footprint have been flagged and any future accounts he attempts to create will be automatically suspendAny outstanding invoices that are being shipped to Mr*** will still be shipped. Thank you for your consideration,EBTH
Thank you for the opportunity to further respond to these concerns. We have acknowledged every item brought to our attention by Mr*** via the Revdex.comWe have reimbursed him with fair compensation for items we lost, damaged or never receivedWe have taken responsibility for all mistakes made. We did not take his vacuum. EBTH has made all financial concessions we are able to makeWe can offer no additional credits for itemsWe consider this matter closed. Thank you for your consideration,EBTH
Per our records, *** card was charged multiple times until a successful charge was madeEach time the cards on file were declined, she was sent an email regarding the declined paymentThis would have been emails for declined payments*** received additional emails, one congratulating her on a winning bid, one letting her know that the invoice was ready, two for successful processing of payment, and one indicating forfeitureThis is a total of emails, all sent to ***, the same email used to file the Revdex.com complaintThe first contact we received from *** came on June 21, which was days after the forfeiture email was sent on June We feel we have made all reasonable efforts to partner *** with her items, which were eventually donatedThe offer for a $gift card is still available
Thank you for the opportunity to respond to these concerns. Mr*** purchased an Original *** *** *** *** *** on Canvas Board, item number ***-186, for $on 7/17, invoice B-***With the other items purchased, his final invoice was $Mr*** picked his
pieces up on 7/19.On 7/19, Mr*** emailed our customer service team to let them know he was dissatisfied with item -and wished to return it due to a pink mark on the pieceHe was informed that we pictured the mark and would not be accepting a return on the pieceMr*** then sent a photograph of the mark, which was reviewed by the customer service team members, the customer service supervisor, and the head of the art cataloging department for EBTHAll parties who reviewed the painting agreed that the mark is present in the listing photos. For reference, we have included Mr***’s photograph of the mark, file “***,” and the photo of the painting as it was listed on EBTH, file “*** Photo.” This photo is the size of the photos when they are expanded, rather than the compressed version sent by Mr***On this photo, we have added a red circle and arrow, highlighting the visible pink mark on the paintingAdditionally, the photo can be viewed, as it exists on EBTH at: ***.Per our terms and conditions, “All items are sold "as is" and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may require touor repairs prior to use and the available information about these items may be limited.” The terms further state that “EBTH will not list every flaw associated with each item as these are to be expectedIn the case of obvious faults (chips, cracks, significant damage, etc.) EBTH does its best to list the fault within the descriptionEBTH will provide descriptions based on its assessment of an itemHowever, you should not assume that our assessment of condition will be the same as your assessment.”Based on the fact that the mark was photographed and shown in the photos on the listing, we are unable to offer a return or refund to Mr***. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.] This response and me exchanging this wrong item for the right item is left openThey could take months. I know good and well that they have plenty of the generators that I should have received in their warehouse and I would like to drive to there, meet them, exchange it and put this matter to a close. As far as returning it, I will have to have my money at the time of receipt because due to the customer service support I have received at this point, and the fact that I can't call and talk to the person in charge of getting things done on the phone regarding this matterThey will not give me a person to call and talk to that's capable of closing this matter in a few days
Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. Mr*** is correct - he did purchase a bracelet, not a necklace. Shipping quotes are available on an item for the entire duration of the bidding processBidders are always able to generate a quote beneath their bidding buttonIncluded is a screen shot entitled “Item with Bid.jpg.” This item, a stained glass turtle lamp, has had a bid placed on it and, as is highlighted, the shipping option is included below the bid button. Each item sold on EBTH comes to us without packing and has to be packed by our teamThe custom packing covers the materials and labor cost required to ensure that every item gets to the customer safelyWe cannot honor *** consumer prices as our transit and insurance costs are designed to work at a business level. We can only provide information based on the records we haveBased on the screen shots included in the previous response, we have determined that no shipping quotes were generated for the earrings and no additional quotes were generated for the bracelet beyond the initial onePayment for the invoice was collected on 8/1, as can be seen in the screen shot “*** Payment.png.”We cannot adjust Mr***’s invoice any further. Thank you for your consideration.EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once again EBTH has shown it prefers to take the low roadThey spout terms of service that they do not stand behindIn the past year I have purchased over $89,in items from EBTH, being that in the past they have stood by the descriptions in their auctionsIn all of these transactions I have complained about the shipping of 7-transactions, had a few returns based on broken or items not as described which where honoredIn the past month I have opened Revdex.com complaints due to the declining nature of the companies behaviorThe other complaint related to being charged double for insuranceVerses admitting the error they overnighted the package a week and a half after payment was madeMy concern is that this is happening with other customers and these customers are not aware that they are being over changed.I am sad they have opted to ban my account since in the past they have been a good source for unique items and to run a successful auction house you need two people to bidThe EBTH model is good, but without customer respect and honoring the descriptions of their items people will divert their business elsewhere. I would like to propose a solution that I have independent GIA graduate gemologists review the diamondIf any of those place the weight within carats of what EBTH claimed the weight of the diamond was then I will drop my claim with an apology for the error on our gemologists measure of the stone i.e (0.95-carats)These will be written and signed reports. Another solution would be to have the diamond freed from its mounting and weighed in front of a public notaryThe notary then recording the weight. I look forward to your response. *** ***Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Regards,
*** *** Problem: I am following up on a Revdex.com complaint that was resolved but then EBTH didn't follow though with their end of the resolutionWe agreed to credit my account with shipping difference of $and a gift cardI received a $gift card on 11/but never received the shipping creditI've attempted to contact customer service and after waiting 15min to reach customer service, nobody could help meI had no choice but to file a new complaint because I couldn't open the original complaintI just wish this company would do what they sayThis process has been a nightmareThe Revdex.com Complaint ID: ***Desired Outcome: $shipping credit that was promised
[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:It was extremely disheartening that I could not receive the assistance I asked for in a timely mannerI feel the staff was instructed to continually ask me to take a credit until I acceptedProof of this is in the fact that the dressers were shipped the day the Revdex.com notified EBTH of my letter more than months after my purchase dateAt one point, I requested only a tracking number and an estimated date of arrival and to please not be asked if I wanted a credit again. They wouldn’t provide it, but asked me to take a credit again I feel the staff was condescending and patronizing and I would not trust the customer relations department to provide adequate serviceI advise EBTH to look into training for this department. I will advise customers to document all calls, conversations and names of representatives if problems arise I have been a loyal customer of EBTH for years and my purchase history should be available to the representatives handling my case, this should have earned me the right to be treated with respect to keep my businessI am both bothered and concerned by the fact that I had to take my issues to the Revdex.comI can only characterize the problems here as a sophomoric handling of the situation even in the response to the Revdex.com they have taken no responsibility for their actions and once again noted the fact that they would have given me a creditThe handling of the situation was disappointing but I miraculously received my dressers todayDate of arrival days after purchase, but only days after notifying the Revdex.comUltimately, I must say that the issue is resolvedThank you.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Regards,
*** ***
Thank you for your responseWhen I spoke with Kim and Jade at EBTH both said the item was still waiting to be shippedAdditionally, *** checked the tracking number you initially assigned and they, too, said the item had not been picked upI believe this is also why the item arrived with a new tracking number rather than the initial oneGiven this, I don't understand why the initial shipping quote was not honored.Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Thank you for the opportunity to respond to these concerns. Ms*** purchased an assorted lot of four sterling silver jewelry pieces for $on 2/9, invoice ***After applying a $coupon and shipping, her final total was $The item was delivered on 2/27. Ms***
called to inform us that we had misrepresented the length of the chain in the lot and request a refund on 4/Per our terms and conditions, “Any claims submitted for review under our return policy must be received within thirty (30) days of the earliest of delivery or your taking possession of the item.” Unfortunately, since Ms*** is outside of the day timeline, we were unable to offer a return. That said, we would like to sincerely apologize for the chain Ms*** being a different length than describedWe have made an exception to our terms and conditions and refunded Ms*** $3.93, which is 1/of the final purchase price and the total shipping. Thank you for your consideration,EBTH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I have been refunded shipping after continuous contact with the company regarding shipments that arrived over a week after promised worst case standard shipping date
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** ---thank you for this alerti have tried to respond to ebth's 1st attachment to wit: as I have always maintained, ebth did remove my sterling silver plates (see page of agreement)the interesting bit about this agreement is that it does not only prove I have been truthful; it proves that it was ebth's manager who hand wrote the important items himself and you can see that "sterling silver plates" was written in the agreementnow, in fact, they removed only because by agreement I requested to keep the odd plate and the manger agreed.regarding all the other pdf attachments, this is ebth answering questions no one is asking, deliberately dodging the real issuesdoubtful as their claim about my broken items is (considering that they will not provide any proof) I, in the name of friendship, accepted their story and their insulting offers on those 'broken' itemsbut it is neither because of those broken items nor because of the inaccurately listed items (apparently to drive their prices down) that we are in need of Revdex.com's interventionrather, it is because my,hunting bagsterling silver platesmy genuine *** ladies watch*** speakers, pair (L820/L830)*** soundbar set m+ remote control*** glassesbrand new and in box *** *** watch,are still missing.these are the items whose whereabouts need be addressed.I will also like for Revdex.com to know that after my main sale in september, an email was sent to me intimating a conclusion of sale, which triggered my enquiry about the whereabouts about certain itemsthat enquiry led to the re-appearing of many of the items listed for 'addendum' type sales.many thanks.*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***