Thank you for the opportunity to respond to these concernsWe appreciate the patience of both the Revdex.com and Mr*** as we worked through this inventory list. Upon receipt of Mr***’s inventory list, the team in *** set to the task of working through the inventory, line by line, to determine where the items sold on EBTHWe have included the PDF version of this as “*** Inventory.” As can be seen, we removed the columns with the original manufacturers item numbers, the values, and the condition in an effort to make the inventory sheet easier to readA column was added to the right which reads “EBTH ITEM NUMBER.” In this column, the EBTH item number associated with the item on Mr***’s inventory list is notated in the appropriate cellIf the item was returned to Mr***, the cell will read “Unsold Inventory List/Returned to seller” and if the item was not received by EBTH, the cell will be blank. In evaluating this list and Mr***’s sales, in addition to determining that several items on the inventory provided by Mr*** had not been given to EBTH, we also determined that there were several items received by EBTH that were either sold or returned to Mr*** that he did not list in his inventoryThese items are listed in the “EBTH ITEM NUMBER” column after the end of Mr***’s inventory. Based on this evaluation, we have determined that the inventory list provided to the Revdex.com and EBTH by Mr*** is inaccurateThe modified version we have sent back includes every piece we received from Mr*** and whether it was sold or returned to Mr***As can be seen in the PDF, there are several items Mr*** says he gave to EBTH that we have no record of receivingWe do not know the location of these items, but they were not given to EBTH at any pointPer his very specific instructions, EBTH handled Mr***’s collection with care and made sure every single item we received was accounted for. Thank you for your consideration, EBTH
***,We are sorry you had this experience To be honest, our call volume doubled in the last month and it presented challenges getting responses back timely We have been hiring and upgraded our phone system to address the problem.Our shipping manager reviewed your invoice and has
refunded the full amount including the item Our team stands behind what we do and work to earn our customers trust Hopefully, you will give us another chance to show our true colors.The EBTH Team
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
We can continue to banter this dispute but below are the facts of this situation: He said/She said on the incorrect photos associated with the item (agree to disagree on this fact.)The description of the item was identical to the other chaise that did not have the black mark on the seat that was auctioned off. The description of the item that I bid had the quality of "good" which makes me to believe that I was going to get a good product (not brand new obviously) but good without obvious flaws such as a black mark on the seat. Based on your sales spiel to solicit people to sell with EBTH, you state that you "write detailed descriptions." for the items sold. A detailed description was not provided for the piece that I bid onso not only was a disservice done to the those that bid on the item, but a disservice was also done to the seller of the item because EBTH did not provide a detail description of the item listedI tried to resolve this with EBTH without getting 3rd parties involved such as Revdex.com.org, *** ***, or hire an attorney, but EBTH 's lack of responsiveness -- only providing a hour for this issue to be resolved when they were notified of the error on their end minutes after the auction ended is extremely poor business on their behalf. Once my credit card (the card was randomly chosen by EBTH) charged, I sought assistance for this unethical practiceEBTH could not process the disputed chaise purchase with the credit card listed as primary. So instead of contacting me, they randomly chose a card without authorization of the specific card used to process the purchase of the disputed chaise. Again, restating the obvious-- EBTH did not have to move the chaise from a person's houseit was already at their warehouse being auctioned off from the beginning. If they stand behind any moral or ethical code, they will just simply put the chaise back up their site with the correct detail description and photos and sell the chaise in a honest way. Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. Ms*** received lamps which were damaged in the shipping process, making her entitled to a refundWe asked that Ms*** work with us to ensure all steps of the damage claim process were completed so we could issue her refundDue to the value of the lamps, we needed Ms*** to allow UPS to inspect the piece before we could issue the refund. When Ms*** refused to work with us, our shipping representative worked extensively with UPS to accept a damage claim based on photographs aloneWe were able to refund Ms*** a total of $547.96, which included the item and shipping. She expressed that she was “110% satisfied” with her experienceWe consider this matter resolved. Thank you for your consideration, EBTH
bRevdex.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
The following are the excerpts from the email exchanges I have had with EBTH.com customer representative: 8/23/email reply: Hi **, Thank you for providing the photosI apologize for the trouble hereI do want to confirm that the serial number for this piano, ***, does indicate that it was made in Although I understand your frustration regarding the construction of the piano, I must say that we cannot guarantee that any item sold on our site is in new or perfect conditionWe will provide descriptions based on its assessment of an itemHowever, we cannot guarantee that our assessment of condition will be the same as your assessmentOften times, we rely solely on information provided by the SellerAs you are bidding on items sight unseen, we ask that you take this information into account when placing bidsThe listing also states via the condition, "Basic functions are operable but not fully tested." meaning that this piece was tested in the most basic of termsNo professional assessment was conducted regarding its conditionAs you left the property with this item in hand, what sort of resolution are you looking for in this situation?Ticket: *** Thank you, Lex Customer Service Specialist I replied back with my proposed resolution on 9/10/9/12/email reply: Hi **, Thank you for getting back to meUnfortunately, I am not able to offer any monetary compensation in this case As stated before, we do not guarantee that items sold on our site are in new or in perfect conditionWe are selling used items and provide all of the information we have available to us when catalogingOur team did not remove this piano from the wall or they would have provided photos of the posterior of the pianoItems are sold as is and we depend on our bidders to take such information into account before placing bids You left the estate with this item in your possessionHad you have had concerns about the purchase, you should have notified our team at the pickup siteThis sale has now left our handsI would be happy to issue a $gift card for your troubles, but that is all that I can offer to youTicket: *** Thank you and have a great day, Lex Customer Service Specialist There is not a hint of indication anywhere in these email exchanges that indicates that EBTH had any intention of refunding me for their misrepresentationTheir post assertion that : “Upon further conversation with the leadership in customer service, the customer service representative and the customer service manager decided that the piano should be returned and began the process of contacting the *** market to accommodate this, expecting a response from Mr***He did not respond” lacks both credibility and sincerityIf they had in fact decided to accept this item for a refund, then they should have informed the consumer, but they did not do thatTheir assertion I did not respond to them is also since as you can see from the above email exchange I did respond and their response was to offer a $store creditEBTH also falsely insists that the auction for the piano in question was sold at “*** ** out of ***, ** market.” However, for the auction sale #*** of which this particular piano was part of the lot was listed as out of *** ** and it was listed under *** *** *** in their sales location designation, hence the reason as to my initial contact and thereafter was titled as listed as (*** *** *** **) General questionEBTH got caught committing a representation in regard to this sale in terms of the actual item and condition of the piano in question and it now seems to be attempting to back track and cover its basis instead of dealing with this honestly professionallyFor this company to insist that I, the consumer to another $for a piano that I have paid $to arrange a delivery of this piano to their warehouse to remedy their fraudulent sales is just outrageousIn my short but extensive transactions with this companyEBTH has delivered damaged items twice due to inadequate and unsafe packaging, failed to deliver purchased items on another two occasions, as well as falsely misrepresenting other items on another two separate occasions For a consumer who always paid on time, I had to go through an agonizing process of denial, stonewalling, and misdirection dealing with EBTH in order to rectify these issues for each and every one of these incidentsI am frankly tired and disgusted with this company’s “customer service department” and I refuse to waste any more time and energy dealing with them directlyIn a gesture of compromise and expedient conclusion, I am proposing the following for the final resolution of this matter: 1) 70% Price adjustment to the purchase price in the amount of $to be credited back to my credit card that was used for this transaction2) Immediate reinstatement of my account with EBTH.com(I will choose whether or not to deal with this company, and not to be discriminated against for exercising my right as an Asian American consumer) If this matter cannot be resolved at this point, I will be reaching out to various local, national, and online media outlets about being duped in to purchasing a “Franken-***” as a genuine *** from EBTH and my nightmarish experience dealing with EBTH related to this and too many other “mishaps” and representations your company has made for the Halloween cautionary story to inform as many consumers about my personal experience with this particular companyI will also be filing my complaint with *** *** *** Consumer affairs, Federal Trade Commission, *** *** Division of Consumer Affairs and Division of Law, Ohio Attorney General’s Consumer Protection, *** ***, *** ***, and Ohio Auctioneer’s AssociationYou will also hear from my attorney in regard to your company’s discrimination against myself. Regards,
** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to thank EBTH and the Revdex.com for their timely response to this issue (post Revdex.com intervention), and recommend that EBTH not wait until issues are escalated to the Revdex.com to properly respond in the futureFor EBTH, having a customer who is willing to take the time to articulate the problem, recommend a satisfactory response, and provide them several chances to rectify such issues is indeed a luxury; most customers would simply never use your website againI hope EBTH will learn from this situation by incorporating a more proactive, customer-centric approach to these issues in the future and I wish them the best of luck
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Mr*** purchased items on 12/for $56, invoice B-***With shipping and sales tax, his final invoice total was $He also purchased items on 12/for $5, invoice B-***With shipping and sales tax, the final
invoice total was $69.34.The items from these invoices originated in ***, CO and were taken to our central processing facility in ***, OH for cataloging, photography and shipmentThese items were only available to be shipped to buyersIn an effort to better serve our growing global audience, EBTH has scaled back or eliminated free local pickups in most of our markets, including the *** market*** was transitioned to this model in late and all customers who regularly bid on and pick up items in that market were notified via email of this change. Mr*** contacted our customer service team on 12/regarding these items and the associated shipping feeIt was explained to him that these items were not available to be picked up as they were not physically located in *** and they must be shippedThe customer service representative offered the option of forfeiture to Mr***, which Mr*** is responsible for the item price and we would not charge shippingThe customer service representative was also able to work with the shipping team to offer $off the $shipping charge on invoice B-***.Before the customer was able to make a decision regarding forfeiture, shipping was automatically booked and charged on invoice B-***Unfortunately, once the shipping process has started, we are generally unable to stop the shipping processSince Mr*** decided he ultimately wanted to forfeit the items, we have refunded him $30, which is just more than half of the $shipping cost, as a one time courtesyOn 12/31, Mr*** chose to forfeit the items on B-***, lowering the invoice total to $59.92.We understand that Mr*** wishes to cancel both orders for a full refundWe are unable to accommodate this requestPer our terms and conditions, “Your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTHIf you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.” Mr*** is responsible for payment of these items. We also understand that this transition to a shipping only model can be somewhat confusing for bidders who are used to free local pickupsWe sent an email informing *** bidders of this change prior to its implementation and we are always happy to work with customers to help make this transition easier. Thank you for your consideration,EBTH
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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,
*** ***
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,
*** ***---Dear *** *** and *** ***,I have noticed on the email dated 7/31/that I had seven days to respondI have not responded to that actionI tried to respond this evening but noticed that I was not able toI don't know what is going on but this matter with EBTH is not resolvedI still have items that are missing and some items that were totally destroyed by the *** EBTH representatives in regards to this auctionThe email presented by EBTH dated 7/31/contains statementsThe gas tank did not have gas in it when it left my home and neither did any lightersAdditionally, I did not have time to inventory everything when myself, Lucy B*** and Heather D*** brought the items out of their ***, *** office/warehouseSince I brought the items home I have had a chance to look at the items given back to meThere are still lots of items missing and some items were totally destroyed because of EBTH's incompetence in handling the itemsI did not know how to go about this other than sending this emailThank you for your consideration in this matterEBTH continues to lie and present falsehoodsThey totally destroyed the plans I had for an early retirementThey continue to spread falsehoods to cover up their mistakes and mishandling of this auction. Sincerely,*** ***
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
EBTH personnel know nothing about Bar Stools, except what they made up in there answer, overall height of a Bar Stool has nothing to do with whether it is a bar stool or a counter stool; only the seat height determines a bar stool from a counter stool. Some bar stools have no back, and some have quarter, half, three quarter or full back, each type of back gives the chair a different overall height dimension. A bar stool has a seat height of 28" to 30" and it doesn't matter what the overall height is. What they advertised as a Bar Stool was in reality a Counter Stool, seat height 24" to 26",and a Counter Stool does not fit at my bar or bar tables. Go to these websites these companies sell bar and counter stools and they all list the same industry height standards.www.***.com/guides/bar-stool-buying-guidewww.***.com/et_barstools.aspw...⇄-height-counter-stool.htmlhttps://***/Bar_stoolwww.***/barstool-buying-guide.htm...⇄ />
Regards,
*** ***
I have two invoices *** that was paid for on July 19th or 20th and *** that was paid for on July 26th I was advised that after ten business days these items would shipInvoice *** was for boxes of Hartco Oak Strip FlooringThe cost was $for the item I bid on and $for shippingWe are now at business days for this itemInvoice *** was for a Woodbridge Wooden Trunk and a Vintage Porcelain ClockThe cost was $for the items I bid on and $for shippingWe are at business days for the trunkThe clock was shipped separately and has been deliveredEBTH did refund $for the shipping on invoice *** which is $more than I paidThey have also provided a tracking number, but it is for the trunk, not the flooringEbth can refund my shipping costs and give me a $credit as mentioned in the first email, but it comes down to I want the items that I bid on and wonI have worked in shipping and receiving and know people that still work in shipping and receiving and it should not be this difficultIf they can provide the shipping amount when you pay for the invoice, then they should have a pretty good clue as to how these items should ship
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
EBTH is wrong, I did give them letters from JSA regarding the *** *** and *** *** autographs stating that the baseball signatures were not valid That is way the customer service manager at the time issued me a refund for those two items As for the autograph in question, the *** *** fake signature I attached a copy of the letter from JSA to my email (see attached) stating that the autograph was not valid That email was sent to the present customer service manager on January 8th As far as my behavior with this business, as a customer I am entitled to voice my disagreement with the customer service representative especially when I was wronged out of $310.00, I think any reasonable person would feel the same I did not cuss at this representative and if they can't handle a angry load customer who was wronged maybe they should look at another occupation EBTH still has not addressed the statement they make in there disclaimer "Autographs without COA's are compared to authenticated examples from online sources prior to sale upload" I want to know what they mean by this statement and what did they compare the autograph to? I think that is a fair reasonable question and I would think an answer to this issue should be provided without excuses That statement used in the disclaimer is simply misleading and should be removed so know individual bidding on there items would take it as fact as far as not bring back the item sooner, I had to wait when I had the opportunity to bring it to JSA's representative for review, and besides the fact the autograph was determined to be fake, and as a good business you should honor your customers request whether it was a day or a year to get back to you, that is considered the cost of doing business
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Ms*** purchased six items on 12/for $51, invoice B-***With shipping and sales tax, her final invoice total was $227.26. The items purchased by Ms*** were from sale ***, a sale out of ***, COIn the last
quarter of 2017, we eliminated local pickups on many items in the *** marketThis transition was made to help better serve our growing global community of buyers and offer better shipping quotesItems are taken from our local markets to a central processing facility to be photographed, cataloged and shipped. On 11/30, EBTH sent emails to every bidder in the *** geographic area who had bid on and won items to be picked up locally in the pastThe email was to inform these bidders of this upcoming transition so that they could make the most informed bidding decisionsThe email read, “In an effort to continuously improve the selling and shopping experience for our global audience, some items will no longer be available for local pickup in ***Please make sure to check the shipping quote and fulfillment options noted on the item page.” This message was also sent to those bidders in the form of a newsfeed in bidders’ notifications tab on the EBTH websiteThe notifications tab is delineated as a small bell to the right of the “My Info” button and contains messages and communications from EBTH to the customerWe have included both a screen shot of the tab and of the message sent regarding *** salesBecause she lives in the *** geographic area, Ms*** should have received both the email and the notification. Every item sold on EBTH has its available fulfillment options listed, as well as its shipping quoteA customer who bids on an item must select the fulfillment option, either shipping or pickup (where available), prior to placing these bidsOn these items, Ms*** selected shipment as her fulfillment option and quoted shipping to her zip code of *** before placing her bids. Because we made multiple attempts to notify Ms*** of this coming change, we are unable to offer her a full refund on the shipping costThat said, we understand these kinds of changes can be confusing for established biddersAs a one time courtesy, we have issued Ms*** a refund of $85.96, which is half of the shipping charges and the associated taxesWe ask that Ms*** check the shipping and fulfillment options moving forward.Thank you for your consideration. EBTH
Thank you for the opportunity to further respond to these concerns. Upon receipt of the list of items Mr*** believed to be at the EBTH warehouse in ***, the team at that facility went over their entire warehouse and were not able to locate any of Mr***’s itemsAll items sent with the EBTH staff have been returned. The two EBTH team members who picked up Mr***’s belongings did not damage or break any of his items while at his propertyWe recommend Mr*** claim these items on his homeowner’s insurance policy if he believes that EBTH damaged them. We cannot reimburse Mr*** for these pieces as we either do not have them or did not damage them. We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased a *** *** recycled denim jute rag rug for $on 8/16, invoice B-***With shipping of $36.84, her final invoice total was $58.84. Ms*** reached out to our customer service department on 8/
to request to pick the rug up as she did not wish to pay the shipping chargeThis piece was not available to be picked up, so the customer service representative explained to Ms*** that the lack of a pickup option indicated that the piece was only available to be shippedShe also explained that the shipping quote was available to her during biddingAt this answer, Ms*** tweeted at EBTH that we were charging her to ship a lb rugThe customer service and social media teams investigated further, and were able to determine that the rug had, in fact, been weighed as lbs. All of our shipping dimensions are entered by our EBTH employeesAs a result of this, there is some room for human error in the coding of piecesWhile it does not happen frequently, it appears as though Ms***’s lb rug was mistakenly coded as a lb rugUpon discovering this issue, the customer service department reached out to the shipping team, who adjusted Ms***’s shipping cost to $16, the lowest quote we could offer to her, and refunded her the $difference. We would like to apologize to Ms*** for this inaccurate information. Thank you for your consideration, EBTH
***,Our customer service team refunded your money on this item and contacted you regarding the refund We have taken your input seriously Just so you know, we are implementing a new phone system this week to handle call volume and hiring additional staff Great customers like
you have caused our call volume to double in the last couple of months, and to be honest, we were struggling to keep up This should be resolved now! Also, the shipping vendor that lost your item is no longer involved with EBTH as their response to your situation was less than desirable Thanks for your continued support of EBTH!The EBTH Team
[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,
*** ** ***
Good afternoon,We have reviewed your case and I see you have been responded to by email and phone We wanted to apologize to hear you were in the hospitalWith our business, we have a limited window to get the items out of the home Unlike a retail shop, we have to have the logistics
figured out ahead of time With our terms and conditions, it states that if you don't select shipping, we need to have a way to get the items to you This is why we select the shipping for you We would be willing to offer 50% off the shipping charges as a one time courtesy If this is acceptable, please let us know.Thank you!EBTH Retention of Credit Card Payment Information. By providing your credit card information to EBTH, you authorize EBTH to charge your credit card for the purchase amount of any successful bid plus associated taxes, shipping costs (if any) and Handling Fees (if any, as defined below)You also agree and acknowledge that you will maintain valid credit card information within your user profile so long as you maintain an account with EBTHPurchases over $1,using a credit card will be charged an additional 2% surcharge to help cover merchant fees.IN THE EVENT THAT YOU FAIL TO PICKUP YOUR ITEMS IN ACCORDANCE WITH THE EBTH TERMS AND CONDITIONS, YOU HEREBY AUTHORIZE EBTH TO CHARGE YOUR CREDIT CARD FOR THE PURCHASE AMOUNT OF THE ITEM PLUS ANY TAXES, SHIPPING COSTS AND HANDLING FEES
Thank you for the opportunity to respond to these concernsWe appreciate the patience of both the Revdex.com and Mr*** as we worked through this inventory list. Upon receipt of Mr***’s inventory list, the team in *** set to the task of working through the inventory, line by line, to determine where the items sold on EBTHWe have included the PDF version of this as “*** Inventory.” As can be seen, we removed the columns with the original manufacturers item numbers, the values, and the condition in an effort to make the inventory sheet easier to readA column was added to the right which reads “EBTH ITEM NUMBER.” In this column, the EBTH item number associated with the item on Mr***’s inventory list is notated in the appropriate cellIf the item was returned to Mr***, the cell will read “Unsold Inventory List/Returned to seller” and if the item was not received by EBTH, the cell will be blank. In evaluating this list and Mr***’s sales, in addition to determining that several items on the inventory provided by Mr*** had not been given to EBTH, we also determined that there were several items received by EBTH that were either sold or returned to Mr*** that he did not list in his inventoryThese items are listed in the “EBTH ITEM NUMBER” column after the end of Mr***’s inventory. Based on this evaluation, we have determined that the inventory list provided to the Revdex.com and EBTH by Mr*** is inaccurateThe modified version we have sent back includes every piece we received from Mr*** and whether it was sold or returned to Mr***As can be seen in the PDF, there are several items Mr*** says he gave to EBTH that we have no record of receivingWe do not know the location of these items, but they were not given to EBTH at any pointPer his very specific instructions, EBTH handled Mr***’s collection with care and made sure every single item we received was accounted for. Thank you for your consideration, EBTH
***,We are sorry you had this experience To be honest, our call volume doubled in the last month and it presented challenges getting responses back timely We have been hiring and upgraded our phone system to address the problem.Our shipping manager reviewed your invoice and has
refunded the full amount including the item Our team stands behind what we do and work to earn our customers trust Hopefully, you will give us another chance to show our true colors.The EBTH Team
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
We can continue to banter this dispute but below are the facts of this situation: He said/She said on the incorrect photos associated with the item (agree to disagree on this fact.)The description of the item was identical to the other chaise that did not have the black mark on the seat that was auctioned off. The description of the item that I bid had the quality of "good" which makes me to believe that I was going to get a good product (not brand new obviously) but good without obvious flaws such as a black mark on the seat. Based on your sales spiel to solicit people to sell with EBTH, you state that you "write detailed descriptions." for the items sold. A detailed description was not provided for the piece that I bid onso not only was a disservice done to the those that bid on the item, but a disservice was also done to the seller of the item because EBTH did not provide a detail description of the item listedI tried to resolve this with EBTH without getting 3rd parties involved such as Revdex.com.org, *** ***, or hire an attorney, but EBTH 's lack of responsiveness -- only providing a hour for this issue to be resolved when they were notified of the error on their end minutes after the auction ended is extremely poor business on their behalf. Once my credit card (the card was randomly chosen by EBTH) charged, I sought assistance for this unethical practiceEBTH could not process the disputed chaise purchase with the credit card listed as primary. So instead of contacting me, they randomly chose a card without authorization of the specific card used to process the purchase of the disputed chaise. Again, restating the obvious-- EBTH did not have to move the chaise from a person's houseit was already at their warehouse being auctioned off from the beginning. If they stand behind any moral or ethical code, they will just simply put the chaise back up their site with the correct detail description and photos and sell the chaise in a honest way. Regards,
*** ***
Thank you for the opportunity to further respond to these concerns. Ms*** received lamps which were damaged in the shipping process, making her entitled to a refundWe asked that Ms*** work with us to ensure all steps of the damage claim process were completed so we could issue her refundDue to the value of the lamps, we needed Ms*** to allow UPS to inspect the piece before we could issue the refund. When Ms*** refused to work with us, our shipping representative worked extensively with UPS to accept a damage claim based on photographs aloneWe were able to refund Ms*** a total of $547.96, which included the item and shipping. She expressed that she was “110% satisfied” with her experienceWe consider this matter resolved. Thank you for your consideration, EBTH
bRevdex.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
The following are the excerpts from the email exchanges I have had with EBTH.com customer representative: 8/23/email reply: Hi **, Thank you for providing the photosI apologize for the trouble hereI do want to confirm that the serial number for this piano, ***, does indicate that it was made in Although I understand your frustration regarding the construction of the piano, I must say that we cannot guarantee that any item sold on our site is in new or perfect conditionWe will provide descriptions based on its assessment of an itemHowever, we cannot guarantee that our assessment of condition will be the same as your assessmentOften times, we rely solely on information provided by the SellerAs you are bidding on items sight unseen, we ask that you take this information into account when placing bidsThe listing also states via the condition, "Basic functions are operable but not fully tested." meaning that this piece was tested in the most basic of termsNo professional assessment was conducted regarding its conditionAs you left the property with this item in hand, what sort of resolution are you looking for in this situation?Ticket: *** Thank you, Lex Customer Service Specialist I replied back with my proposed resolution on 9/10/9/12/email reply: Hi **, Thank you for getting back to meUnfortunately, I am not able to offer any monetary compensation in this case As stated before, we do not guarantee that items sold on our site are in new or in perfect conditionWe are selling used items and provide all of the information we have available to us when catalogingOur team did not remove this piano from the wall or they would have provided photos of the posterior of the pianoItems are sold as is and we depend on our bidders to take such information into account before placing bids You left the estate with this item in your possessionHad you have had concerns about the purchase, you should have notified our team at the pickup siteThis sale has now left our handsI would be happy to issue a $gift card for your troubles, but that is all that I can offer to youTicket: *** Thank you and have a great day, Lex Customer Service Specialist There is not a hint of indication anywhere in these email exchanges that indicates that EBTH had any intention of refunding me for their misrepresentationTheir post assertion that : “Upon further conversation with the leadership in customer service, the customer service representative and the customer service manager decided that the piano should be returned and began the process of contacting the *** market to accommodate this, expecting a response from Mr***He did not respond” lacks both credibility and sincerityIf they had in fact decided to accept this item for a refund, then they should have informed the consumer, but they did not do thatTheir assertion I did not respond to them is also since as you can see from the above email exchange I did respond and their response was to offer a $store creditEBTH also falsely insists that the auction for the piano in question was sold at “*** ** out of ***, ** market.” However, for the auction sale #*** of which this particular piano was part of the lot was listed as out of *** ** and it was listed under *** *** *** in their sales location designation, hence the reason as to my initial contact and thereafter was titled as listed as (*** *** *** **) General questionEBTH got caught committing a representation in regard to this sale in terms of the actual item and condition of the piano in question and it now seems to be attempting to back track and cover its basis instead of dealing with this honestly professionallyFor this company to insist that I, the consumer to another $for a piano that I have paid $to arrange a delivery of this piano to their warehouse to remedy their fraudulent sales is just outrageousIn my short but extensive transactions with this companyEBTH has delivered damaged items twice due to inadequate and unsafe packaging, failed to deliver purchased items on another two occasions, as well as falsely misrepresenting other items on another two separate occasions For a consumer who always paid on time, I had to go through an agonizing process of denial, stonewalling, and misdirection dealing with EBTH in order to rectify these issues for each and every one of these incidentsI am frankly tired and disgusted with this company’s “customer service department” and I refuse to waste any more time and energy dealing with them directlyIn a gesture of compromise and expedient conclusion, I am proposing the following for the final resolution of this matter: 1) 70% Price adjustment to the purchase price in the amount of $to be credited back to my credit card that was used for this transaction2) Immediate reinstatement of my account with EBTH.com(I will choose whether or not to deal with this company, and not to be discriminated against for exercising my right as an Asian American consumer) If this matter cannot be resolved at this point, I will be reaching out to various local, national, and online media outlets about being duped in to purchasing a “Franken-***” as a genuine *** from EBTH and my nightmarish experience dealing with EBTH related to this and too many other “mishaps” and representations your company has made for the Halloween cautionary story to inform as many consumers about my personal experience with this particular companyI will also be filing my complaint with *** *** *** Consumer affairs, Federal Trade Commission, *** *** Division of Consumer Affairs and Division of Law, Ohio Attorney General’s Consumer Protection, *** ***, *** ***, and Ohio Auctioneer’s AssociationYou will also hear from my attorney in regard to your company’s discrimination against myself. Regards,
** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to thank EBTH and the Revdex.com for their timely response to this issue (post Revdex.com intervention), and recommend that EBTH not wait until issues are escalated to the Revdex.com to properly respond in the futureFor EBTH, having a customer who is willing to take the time to articulate the problem, recommend a satisfactory response, and provide them several chances to rectify such issues is indeed a luxury; most customers would simply never use your website againI hope EBTH will learn from this situation by incorporating a more proactive, customer-centric approach to these issues in the future and I wish them the best of luck
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Mr*** purchased items on 12/for $56, invoice B-***With shipping and sales tax, his final invoice total was $He also purchased items on 12/for $5, invoice B-***With shipping and sales tax, the final
invoice total was $69.34.The items from these invoices originated in ***, CO and were taken to our central processing facility in ***, OH for cataloging, photography and shipmentThese items were only available to be shipped to buyersIn an effort to better serve our growing global audience, EBTH has scaled back or eliminated free local pickups in most of our markets, including the *** market*** was transitioned to this model in late and all customers who regularly bid on and pick up items in that market were notified via email of this change. Mr*** contacted our customer service team on 12/regarding these items and the associated shipping feeIt was explained to him that these items were not available to be picked up as they were not physically located in *** and they must be shippedThe customer service representative offered the option of forfeiture to Mr***, which Mr*** is responsible for the item price and we would not charge shippingThe customer service representative was also able to work with the shipping team to offer $off the $shipping charge on invoice B-***.Before the customer was able to make a decision regarding forfeiture, shipping was automatically booked and charged on invoice B-***Unfortunately, once the shipping process has started, we are generally unable to stop the shipping processSince Mr*** decided he ultimately wanted to forfeit the items, we have refunded him $30, which is just more than half of the $shipping cost, as a one time courtesyOn 12/31, Mr*** chose to forfeit the items on B-***, lowering the invoice total to $59.92.We understand that Mr*** wishes to cancel both orders for a full refundWe are unable to accommodate this requestPer our terms and conditions, “Your winning bid placed on the Site represents an irrevocable contract and you are responsible for paying all amounts due to EBTHIf you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items.” Mr*** is responsible for payment of these items. We also understand that this transition to a shipping only model can be somewhat confusing for bidders who are used to free local pickupsWe sent an email informing *** bidders of this change prior to its implementation and we are always happy to work with customers to help make this transition easier. Thank you for your consideration,EBTH
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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,
*** ***
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,
*** ***---Dear *** *** and *** ***,I have noticed on the email dated 7/31/that I had seven days to respondI have not responded to that actionI tried to respond this evening but noticed that I was not able toI don't know what is going on but this matter with EBTH is not resolvedI still have items that are missing and some items that were totally destroyed by the *** EBTH representatives in regards to this auctionThe email presented by EBTH dated 7/31/contains statementsThe gas tank did not have gas in it when it left my home and neither did any lightersAdditionally, I did not have time to inventory everything when myself, Lucy B*** and Heather D*** brought the items out of their ***, *** office/warehouseSince I brought the items home I have had a chance to look at the items given back to meThere are still lots of items missing and some items were totally destroyed because of EBTH's incompetence in handling the itemsI did not know how to go about this other than sending this emailThank you for your consideration in this matterEBTH continues to lie and present falsehoodsThey totally destroyed the plans I had for an early retirementThey continue to spread falsehoods to cover up their mistakes and mishandling of this auction. Sincerely,*** ***
We have credited back the purchase amount to the buyer, we have kept in regular contact, we have attempted to make this situation a good one for him
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
EBTH personnel know nothing about Bar Stools, except what they made up in there answer, overall height of a Bar Stool has nothing to do with whether it is a bar stool or a counter stool; only the seat height determines a bar stool from a counter stool. Some bar stools have no back, and some have quarter, half, three quarter or full back, each type of back gives the chair a different overall height dimension. A bar stool has a seat height of 28" to 30" and it doesn't matter what the overall height is. What they advertised as a Bar Stool was in reality a Counter Stool, seat height 24" to 26",and a Counter Stool does not fit at my bar or bar tables. Go to these websites these companies sell bar and counter stools and they all list the same industry height standards.www.***.com/guides/bar-stool-buying-guidewww.***.com/et_barstools.aspw...⇄ -height-counter-stool.htmlhttps://***/Bar_stoolwww.***/barstool-buying-guide.htm...⇄ /> Regards,
*** ***
I have two invoices *** that was paid for on July 19th or 20th and *** that was paid for on July 26th I was advised that after ten business days these items would shipInvoice *** was for boxes of Hartco Oak Strip FlooringThe cost was $for the item I bid on and $for shippingWe are now at business days for this itemInvoice *** was for a Woodbridge Wooden Trunk and a Vintage Porcelain ClockThe cost was $for the items I bid on and $for shippingWe are at business days for the trunkThe clock was shipped separately and has been deliveredEBTH did refund $for the shipping on invoice *** which is $more than I paidThey have also provided a tracking number, but it is for the trunk, not the flooringEbth can refund my shipping costs and give me a $credit as mentioned in the first email, but it comes down to I want the items that I bid on and wonI have worked in shipping and receiving and know people that still work in shipping and receiving and it should not be this difficultIf they can provide the shipping amount when you pay for the invoice, then they should have a pretty good clue as to how these items should ship
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
EBTH is wrong, I did give them letters from JSA regarding the *** *** and *** *** autographs stating that the baseball signatures were not valid That is way the customer service manager at the time issued me a refund for those two items As for the autograph in question, the *** *** fake signature I attached a copy of the letter from JSA to my email (see attached) stating that the autograph was not valid That email was sent to the present customer service manager on January 8th As far as my behavior with this business, as a customer I am entitled to voice my disagreement with the customer service representative especially when I was wronged out of $310.00, I think any reasonable person would feel the same I did not cuss at this representative and if they can't handle a angry load customer who was wronged maybe they should look at another occupation EBTH still has not addressed the statement they make in there disclaimer "Autographs without COA's are compared to authenticated examples from online sources prior to sale upload" I want to know what they mean by this statement and what did they compare the autograph to? I think that is a fair reasonable question and I would think an answer to this issue should be provided without excuses That statement used in the disclaimer is simply misleading and should be removed so know individual bidding on there items would take it as fact as far as not bring back the item sooner, I had to wait when I had the opportunity to bring it to JSA's representative for review, and besides the fact the autograph was determined to be fake, and as a good business you should honor your customers request whether it was a day or a year to get back to you, that is considered the cost of doing business
Regards,
*** ***
Thank you for the opportunity to respond to these concerns. Ms*** purchased six items on 12/for $51, invoice B-***With shipping and sales tax, her final invoice total was $227.26. The items purchased by Ms*** were from sale ***, a sale out of ***, COIn the last
quarter of 2017, we eliminated local pickups on many items in the *** marketThis transition was made to help better serve our growing global community of buyers and offer better shipping quotesItems are taken from our local markets to a central processing facility to be photographed, cataloged and shipped. On 11/30, EBTH sent emails to every bidder in the *** geographic area who had bid on and won items to be picked up locally in the pastThe email was to inform these bidders of this upcoming transition so that they could make the most informed bidding decisionsThe email read, “In an effort to continuously improve the selling and shopping experience for our global audience, some items will no longer be available for local pickup in ***Please make sure to check the shipping quote and fulfillment options noted on the item page.” This message was also sent to those bidders in the form of a newsfeed in bidders’ notifications tab on the EBTH websiteThe notifications tab is delineated as a small bell to the right of the “My Info” button and contains messages and communications from EBTH to the customerWe have included both a screen shot of the tab and of the message sent regarding *** salesBecause she lives in the *** geographic area, Ms*** should have received both the email and the notification. Every item sold on EBTH has its available fulfillment options listed, as well as its shipping quoteA customer who bids on an item must select the fulfillment option, either shipping or pickup (where available), prior to placing these bidsOn these items, Ms*** selected shipment as her fulfillment option and quoted shipping to her zip code of *** before placing her bids. Because we made multiple attempts to notify Ms*** of this coming change, we are unable to offer her a full refund on the shipping costThat said, we understand these kinds of changes can be confusing for established biddersAs a one time courtesy, we have issued Ms*** a refund of $85.96, which is half of the shipping charges and the associated taxesWe ask that Ms*** check the shipping and fulfillment options moving forward.Thank you for your consideration. EBTH
Thank you for the opportunity to further respond to these concerns. Upon receipt of the list of items Mr*** believed to be at the EBTH warehouse in ***, the team at that facility went over their entire warehouse and were not able to locate any of Mr***’s itemsAll items sent with the EBTH staff have been returned. The two EBTH team members who picked up Mr***’s belongings did not damage or break any of his items while at his propertyWe recommend Mr*** claim these items on his homeowner’s insurance policy if he believes that EBTH damaged them. We cannot reimburse Mr*** for these pieces as we either do not have them or did not damage them. We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. Ms*** purchased a *** *** recycled denim jute rag rug for $on 8/16, invoice B-***With shipping of $36.84, her final invoice total was $58.84. Ms*** reached out to our customer service department on 8/
to request to pick the rug up as she did not wish to pay the shipping chargeThis piece was not available to be picked up, so the customer service representative explained to Ms*** that the lack of a pickup option indicated that the piece was only available to be shippedShe also explained that the shipping quote was available to her during biddingAt this answer, Ms*** tweeted at EBTH that we were charging her to ship a lb rugThe customer service and social media teams investigated further, and were able to determine that the rug had, in fact, been weighed as lbs. All of our shipping dimensions are entered by our EBTH employeesAs a result of this, there is some room for human error in the coding of piecesWhile it does not happen frequently, it appears as though Ms***’s lb rug was mistakenly coded as a lb rugUpon discovering this issue, the customer service department reached out to the shipping team, who adjusted Ms***’s shipping cost to $16, the lowest quote we could offer to her, and refunded her the $difference. We would like to apologize to Ms*** for this inaccurate information. Thank you for your consideration, EBTH
***,Our customer service team refunded your money on this item and contacted you regarding the refund We have taken your input seriously Just so you know, we are implementing a new phone system this week to handle call volume and hiring additional staff Great customers like
you have caused our call volume to double in the last couple of months, and to be honest, we were struggling to keep up This should be resolved now! Also, the shipping vendor that lost your item is no longer involved with EBTH as their response to your situation was less than desirable Thanks for your continued support of EBTH!The EBTH Team
[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,
*** ** ***
Good afternoon,We have reviewed your case and I see you have been responded to by email and phone We wanted to apologize to hear you were in the hospitalWith our business, we have a limited window to get the items out of the home Unlike a retail shop, we have to have the logistics
figured out ahead of time With our terms and conditions, it states that if you don't select shipping, we need to have a way to get the items to you This is why we select the shipping for you We would be willing to offer 50% off the shipping charges as a one time courtesy If this is acceptable, please let us know.Thank you!EBTH Retention of Credit Card Payment Information. By providing your credit card information to EBTH, you authorize EBTH to charge your credit card for the purchase amount of any successful bid plus associated taxes, shipping costs (if any) and Handling Fees (if any, as defined below)You also agree and acknowledge that you will maintain valid credit card information within your user profile so long as you maintain an account with EBTHPurchases over $1,using a credit card will be charged an additional 2% surcharge to help cover merchant fees.IN THE EVENT THAT YOU FAIL TO PICKUP YOUR ITEMS IN ACCORDANCE WITH THE EBTH TERMS AND CONDITIONS, YOU HEREBY AUTHORIZE EBTH TO CHARGE YOUR CREDIT CARD FOR THE PURCHASE AMOUNT OF THE ITEM PLUS ANY TAXES, SHIPPING COSTS AND HANDLING FEES