[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 is a real shame that I've had to fight for as long as I have on each of these itemsEBTH has clearly been in the wrong every step of the way yet for whatever reason they've adopted a mindset worse than "the customer is always wrong" the way their team behaves it's almost as if they believe once they have your money that their mindset is "the customer is the enemy".Once the company has been publicly shamed suddenly their worldview seems to change and they accept the fact that they can be wrong simply to save their own digital reputationIt's imperative that EBTH, if they want to be considered a world class organization, they behave like oneThat includes disclosing damage, properly identifying items, and treating their customers with some degree of deference rather than doubling down on their own poor decisions.I was a massive EBTH supporterI would check every item ending within hours on a daily basisEverySingleItemNo moreThis experience has been more than enough to show me that this company is very much a buyer beware business at this stage of their growth.Regarding the *** box, I'm still owed $in return shipping and insurance but won't hold my breath waiting for it to show upI would argue that I'd hope they'd do the right thing here and process that refund but I'm pretty sure the moment I close this complaint out I won't see a nickel of that shipping reimbursedThis experience has taught me not to assume EBTH will not do the right thing unless forced toIt's a real shame that I had to go to the Revdex.com to get any resolution to these very obvious errors on their part at all
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is as close to satisfactory to me as I think EBTH will allow. Also, EBTH, thanks for wasting a ton of my time fighting thisIt really showed me how much you value my business
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,
*** ***
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
The customer service has been terribleI have been promised multiple times that a supervisor would call me back....no one has calledI told Rebecca I did not want the card charged until this disputes is over; she ran the card anywayI paid for two framed pictures from Lexington; only one has been delivered. Every reasonable edforrt has has not been made This is not a reputable company I am waiting on multiple items I've paid for, have an incomplete shipment and have had my card charged over $when I asked them not to I did originally want the earrings, but the customer service was so unpleasant, I just wanted to walk away from this organizationPart of the "customer service" is to have a model where you cannot talk to anyone that is accountable and no one will call you back I tried sending emails You will receive an email back stating they will address the situaion, you will hear absolutely nothing and then they will send an email saying they are closing out the complaint and they hope you're happy *** ***
Regards,
*** Hall
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
This response is incomplete as well as wrong.The date that the response from EBTH is showing is wrongAs I have attached, I purchased and paid for the item on 2/This just makes the time that they have not shipped my item even longer. EBTH also did not address the fact that I contacted them by email several times (I have the ticket numbers) as well as called them other timesWhen I called, the lady promised me that it would ship out on the upcoming FridayI did not get any any tracking number on Friday as promised, so called againThe lady I talked to said their system was down and she would call me right backTheir system got back online (i could tell this because I was able to get into their auction site) and no one called me back as promisedOn Monday evening I did not get tracking number on Monday, so I called againIn this call the lady told me that she was very sorry and made all kind of excusesI told her that it has been almost a month since I bought the item and never got it so that was crazy! I just wanted to cancel the order for the items I won and get a refund because they never shipped themThe lady apologized again and told me that she would refund my shipping fees, but could not refund my item purchaseShe also told me that if I refused the item delivery that I would then forfeit itShe NEVER told me that if I refunded my shipping that I would forfeit the item!! This was the first time of hearing this! So are you telling me that the item is now forfeited and I am not getting anything even after paying for it? The refund of the shipping fees was initiated by EBTH as an apology and NOT a request my be! Why would I ask for a refund in shipping but forfeit the item? That is insane!I do not accept this explanation and need to further understand if EBTH believe I forfeited the items because they volunteered to refund the shipping fees?
Regards,
*** ***
Ms*** bid on *** at 8:04:12PM and 8:04:27PM on October 19th in the amounts of $and $with a max bid of $ Our team has reviewed the activity report on this item and there were no item edits or photos edits to this item after it was listed
The photos presented match the rug abandoned by Ms*** at the estate and that is currently being held EBTH is willing to hold this item for an additional days and waive the transfer fee incurred for removal and transport of the item to our warehouse location After the days, which is November 26th, we will have to mark the item as abandoned and handle accordingly as we have outlined in our terms and conditions Since bidding is a contractual obligation to the seller, no refund will be issued as the item was properly presented
Thank you for the opportunity to respond to these concerns. Ms*** purchased a Vintage Wooden Shipping Crate on 11/for $with shippingIt shipped out on December 12th, invoice B-***The item was delivered on 12/14.Ms*** also purchased *** tableware on
11/for $with shipping, invoice B-***It shipped out on 11/and on 11/27, delivery could not be made due to an address issueMs*** called into Customer Service on 11/and provided an alternative address to have her items shipped toThe items were brought back to our Distribution Center, was processed in our Returns department on 12/06, and are currently in the process of being repacked and shipped back out to Ms***.We understand that the delay in getting this taken care of has caused an inconvenience to the customer, so we would be more than happy to refund her in full if the item is not out of our facility by the end of next week. We would like to extend our apologies to Ms***We understand that her experience with EBTH was not satisfactory and the complications associated with *** prohibited Ms*** from receiving her items in a timely manner, but we are working hard to make sure it is resolved as soon as possible. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Mr*** purchased two rugs on 7/for $152, invoice B-***With shipping and sales tax, his final invoice total was $294.57.On 8/15, Mr*** reached out to our customer service department to inquire as to the status of his rugs
The customer service representative contacted the distribution center from which these items were shipping and was unable to confirm a location on the piecesMr*** has been refundedIf the rugs are located, he will be recharged for the cost of the rugs and they will be shipped to him at our cost. This has been resolved to the satisfaction of Mr***, per his correspondence with our customer service team. Thank you for your consideration. EBTH
Thank you for the opportunity to respond to these concerns. Ms*** was one of five EBTH bidders actively bidding on ***, *** ** *** *** *** *** *** *** Between 6/and 6/19, bidding was raised to $On 6/the piece was pulled
from sale on EBTH and bidders were notified on 6/20.Per our terms and conditions, “the auction does not require competing bids of any type by the seller or an agent of the seller; and the seller of the property cannot withdraw the property from auction after the auction is opened and there is public solicitation for bids; provided, however, that EBTH reserves the right to withdraw any item from the Site or to amend any content on the Site at any time in its sole discretionEBTH will not be liable to you or any third party if we withdraw an item, amend any content on the Site or deny you access to the Site or the Services.” Additionally, our seller’s contract, signed by EBTH and the seller of this piece, states “EBTH reserves the right to cancel this agreement or not to sell various items if any items are perceived to violate EBTH’s listing standards.”This piece was pulled as a result of an internal question as to whether it was within our listing standardsIt will not be offered for sale in the future. We apologize for any inconvenience this may have created. Thank you for your consideration,EBTH
Thank you for providing the JSA paperwork We have reviewed all of our customer service notes We stated the last time that this customer returned items that he would need to preview all future items if he wished to purchase future autographed memorabilia Here is the full listing:"An autographed American League baseball of Ohio *** *** *** is in this lot*** became the first American to orbit the Earth in He was elected to the United States Senate in He received many military awards and fought in World War Two and the Korean WarHe signed the "sweet spot" of the baseball in blue ink pen. * Everything But The House does not authenticate or grade sports memorabilia (or celebrity memorabilia)Items that are consigned with Certificates or Letters of Authenticity (COA) are listed as such with the item’s descriptionAutographs without COAs are compared to authenticated examples from online sources prior to sale uploadThe general condition of all items will range from Poor to Excellent and may or may not coincide with an item’s future grade from an authenticating/grading servicePlease attend our scheduled sale preview for a personal assessment."This baseball was purchased in 9/29/ Many companies have a policy of 15-days for a return of an item During the year and three months before it was returned, we don't have visibility to the item after the purchase to the time of submissionWhile we are not challenging the integrity of our customer, we have our policies in place to minimize the switching of items The customer has purchased exclusively autographed memorabilia and the previous exception for the return was clearly stated as one time courtesy.We have added a relationship with JSA and are familiar with the *** *** Authentication process We receive back our items in under days after submission for authentication.The reason we have banned this customer is that we had an incident where the customer came to our facility to challenge our customer service representative face to face after being denied an exchange We always welcome a discussion and wish to make things right for our customers, but we are protective of our employees While reading the notes on the account, threats of Revdex.com or Attorney General complaints were made on 2/6/15, 12/15/15, and 1/4/16.Based on these examples, we decided it was best for us to not do business with each other going forward
Hello Ms*** We see this item has been delivered to you based on our tracking information Please accept our apology for the delay and we see our customer service staff issued you a gift card due to the delay in shipment We appreciate your patience with us and thank you for
your business.The EBTH Team
I declined their offer because a refund of less than $is neither an appropriate nor business like gesture on their end. The amount of $was the winning bid. I paid $because I used a coupon they emailed me. I can't buy anywhere a inch silver chain for less than $4. I will gladly return the inch chain for my inch chain. If they can't do that, a $refund would be somewhat more reasonable. Their inflexibility & obvious unwillingness to satisfy a customer from a mistake they made is astounding in today's retail world. They only offered this mere $because I filed this complaint. When I talked to the sales rep originally on the phone, her attitude was "tough luck"
[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,
*** *** ---7/13/-- Consumer indicated in response dated today that this matter has been resolvedA refund has been received
Thank you for the opportunity to respond to these concerns.Ms*** purchased a painting from us on 2/for $She reached out to our customer service team on 2/with concerns about the item condition. The customer service representative confirmed that all the concerns Ms
*** expressed were shown in the photographs on the item, including the splattered paint and frame ageThe piece is an antique painting in a contemporary frame. Per our terms and conditions, “EBTH 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 assessmentIt is your responsibility to read and review all descriptions and images of an item before bidding, and you acknowledge that in posting such descriptions, EBTH relies on information provided by the sellerEBTH AND SELLERS MAKE NO, AND EXPRESSLY DISCLAIM ANY, GUARANTEE, WARRANTY OR REPRESENTATION, EXPRESSED OR IMPLIED, TO YOU WITH RESPECT TO ANY ITEM, INCLUDING WITHOUT LIMITATION, CONDITION, MERCHANTABILITY, QUALITY, RARITY, IMPORTANCE, FITNESS FOR A PARTICULAR PURPOSE, HISTORICAL RELEVANCE OR OTHERWISE.”Because the item’s condition was clearly showcased in the item photographs, we are unable to offer Ms*** any money back. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. EBTH is a fully licensed auction houseWe function within all state and local guidelines that govern each market where we operateWe strive for full transparency in the process and all pertinent details regarding On each sale
page, we list the estate location to maintain the provenance of the item Many items we sell hold local or regional significance and interest and we work hard to make sure those items are connected with the best buyers. Some of our sellers are uncomfortable having their estates open to the public and therefore request that we hold the sale at another locationIn our market in Indianapolis, this is how many of our sales are heldSmaller items are sent to our distribution center in Cincinnati, OH where they are prepared and packed for shipmentLarger items are stored at a storage facility in the market and are available to be picked up for $per itemThis fee helps offset the cost of the storage facility and the larger shipping fee that would be associated with shipping the item. In Ms*** instance, she purchased three larger items for $from a sale in Indianapolis on 3/Each item is available for pickup at a *** *** facility in Indianapolis for $30, at a combined cost of $For the duration of the sale the item location and fulfillment options are visible on each, individual item page, including all associated feesFor the items Ms*** purchased, a box next to the picture of the item would have read “Item Location: Indianapolis, IN” with the shipping price and the warehouse pickup price of $listed immediately below that. Per our terms and conditions, which are agreed to prior to bidding, “By placing a bid, you expressly agree that if you are the winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped itemsIt is your responsibility to understand the pickup and delivery options and costs for each item before you place your bidAll bids are shown in US dollars and all taxes, shipping, and handling charges are additional.” We cannot, therefore, waive Ms*** warehouse pickup fee. 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,
*** ***
---9/23/Consumer contacted BB to let us know that the business has offered a resolution that is suitableConsumer considers this matter resolved unless the business does not follow thru at which time he will contact Revdex.com again
Thank you for the opportunity to respond to your concerns. Our shipping costs include removal
of an item from a property, packing, materials, insurance and the carrier feeThe quoted price is an accurate estimate of what an item will cost to ship. The item purchased by *** is a 15” ceramic table lamp without a shadeAccording to our shipping specialists, given the size and composition of this lamp and the materials involved in shipping, it would not have quoted at $to shipIt is possible *** was looking at a different itemWithout proof of that quote, we cannot honor it. When *** checked out, she was charged $for shipping, at which point she reached out to us and we updated shipping to $51.15, refunding the $differenceThe final charge to her card is $The item will be shipped to her within ten business days. Per the terms and conditions, agreed to prior to bidding, a “winning bid placed on [EBTH} 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.” As such, we are unable to refund ***’s purchase. Thank you for your consideration EBTH
Thank you for the opportunity to respond to these concerns. In effort to continuously improve the selling and shopping experience for our global audience, some items will no longer be available for local pickup in many of our marketsSmaller items are taken from those markets and moved to a
central distribution center in Blue Ash, OH, where they are cataloged, photographed and packed for shipment before going live for sale on EBTHThe goal of this shift is to service all of our markets with our own facilitiesEBTH began the transition to this model for the Austin market earlier this summer and that transition is nearly complete, with most Austin sales operating in this wayFulfillment options are always visible and available to all bidders, as was acknowledged by Ms*** in her communication with EBTH. Ms*** called our customer service department on 8/to inquire about this changeAs the customer service representative attempted to explain the transition to Ms***, she immediately responded with hostility and demanded her current bids be retracedPer 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.”When the customer service representative informed Ms*** that she could not retract her bids, Ms*** responded with a threat to complain if she had to pay shipping charges, saying, “Your little business here will blow [expletive] up.” The customer service representative told Ms*** that there was no need to use harsh language, to which Ms*** responded, “Oh there is a need!” Ms*** demanded the CEO’s name and information, which she was given, and the call was ended. On 8/15, Ms*** won one item, invoice B-***, which can be picked up at no charge locally in Austin. Moving forward, we ask that Ms*** check all the information available to her on the individual items prior to placing bids.We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns.Ms*** purchased a pendant in September Per our terms and conditions, which are agreed to when creating an account, “IN THE EVENT THAT YOU FAIL TO PICKUP OR DESIGNATE SHIPPING FOR 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 HANDLIN GFEESWHEN PIIS SELECTED BY YOU OR IS THE ONLY OPTION, IF YOU FAIL TO PIANY ITEMS AT THE SPECIFIED TIME OR DESIGNATE A SHIPPING OR FULFILLMENT OPTION WITHIN SEVEN (7) DAYS OF THE CLOSE OF BIDDING YOU WILL BE CONSIDERED TO HAVE ABANDONED AND FORFEITED THE ITEMSYOU AGREE THAT TITLE FOR ABANDONED ITEMS WILL AUTOMATICALLY TRANSFER TO EBTH WITHOUT ANY FURTHER ACTION BY YOU OR EBTHYOU EXPRESSLY AGREE THAT FAILURE TO RECEIVE ANY ITEM IN THE EVENT OF ABANDONMENT DOES NOT RELIEVE YOUR OBLIGATION TO PAY FOR THE ITEM OR ANY OTHER FEESAT A MINIMUM, YOU WILL BE CHARGED THE AMOUNT OF YOUR BID TO SATISFY PAYMENT OBLIGATIONS TO THE SELLEREBTH MAY, IN ITS ABSOLUTE AND SOLE DISCRETION, RESELL THE ITEMS, DISPOSE OF OR DONATE THE ITEMS TO A CHARITY OF EBTH’S CHOOSING.” In 2014, the time period was days, but the rest of the terms were the same. The item is longer available as it was sold almost three years ago. Per Ms***’s concerns regarding open business hours, we do not have regular business hours at our warehouse in LexingtonEBTH staff would have been present during scheduled pickup hours. We cannot issue Ms*** a refund. Thank you for your consideration,EBTH
Thanks for the opportunity to respond these concerns.According to 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 EBTH.” Furthermore, “By placing a bid, you expressly agree that if you are the
winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped itemsIt is your responsibility to understand the pickup and delivery options and costs for each item before you place your bid.”When bidding on an item, a bidder has the option to check the price to ship the item to his or her zip codeThis is available to the buyer for the duration of the saleUpon reviewing the requested shipping quotes, we see that a shipping quote was never generated for Mr***’s shipping address, indicating that he did not check the price of shipping prior to bidding on the item.We are unable to refund Mr***’s purchaseHe does have the option to forfeit the item, per our terms and conditionsIf he forfeits the items, he is responsible for the $figurines and a $disposal fee, but the shipping cost will be refundedIf we do not hear from him regarding this, the items will be shipped to him at the full cost. 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:It is a real shame that I've had to fight for as long as I have on each of these itemsEBTH has clearly been in the wrong every step of the way yet for whatever reason they've adopted a mindset worse than "the customer is always wrong" the way their team behaves it's almost as if they believe once they have your money that their mindset is "the customer is the enemy".Once the company has been publicly shamed suddenly their worldview seems to change and they accept the fact that they can be wrong simply to save their own digital reputationIt's imperative that EBTH, if they want to be considered a world class organization, they behave like oneThat includes disclosing damage, properly identifying items, and treating their customers with some degree of deference rather than doubling down on their own poor decisions.I was a massive EBTH supporterI would check every item ending within hours on a daily basisEverySingleItemNo moreThis experience has been more than enough to show me that this company is very much a buyer beware business at this stage of their growth.Regarding the *** box, I'm still owed $in return shipping and insurance but won't hold my breath waiting for it to show upI would argue that I'd hope they'd do the right thing here and process that refund but I'm pretty sure the moment I close this complaint out I won't see a nickel of that shipping reimbursedThis experience has taught me not to assume EBTH will not do the right thing unless forced toIt's a real shame that I had to go to the Revdex.com to get any resolution to these very obvious errors on their part at all
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is as close to satisfactory to me as I think EBTH will allow. Also, EBTH, thanks for wasting a ton of my time fighting thisIt really showed me how much you value my business
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,
*** ***
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
The customer service has been terribleI have been promised multiple times that a supervisor would call me back....no one has calledI told Rebecca I did not want the card charged until this disputes is over; she ran the card anywayI paid for two framed pictures from Lexington; only one has been delivered. Every reasonable edforrt has has not been made This is not a reputable company I am waiting on multiple items I've paid for, have an incomplete shipment and have had my card charged over $when I asked them not to I did originally want the earrings, but the customer service was so unpleasant, I just wanted to walk away from this organizationPart of the "customer service" is to have a model where you cannot talk to anyone that is accountable and no one will call you back I tried sending emails You will receive an email back stating they will address the situaion, you will hear absolutely nothing and then they will send an email saying they are closing out the complaint and they hope you're happy *** ***
Regards,
*** Hall
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
This response is incomplete as well as wrong.The date that the response from EBTH is showing is wrongAs I have attached, I purchased and paid for the item on 2/This just makes the time that they have not shipped my item even longer. EBTH also did not address the fact that I contacted them by email several times (I have the ticket numbers) as well as called them other timesWhen I called, the lady promised me that it would ship out on the upcoming FridayI did not get any any tracking number on Friday as promised, so called againThe lady I talked to said their system was down and she would call me right backTheir system got back online (i could tell this because I was able to get into their auction site) and no one called me back as promisedOn Monday evening I did not get tracking number on Monday, so I called againIn this call the lady told me that she was very sorry and made all kind of excusesI told her that it has been almost a month since I bought the item and never got it so that was crazy! I just wanted to cancel the order for the items I won and get a refund because they never shipped themThe lady apologized again and told me that she would refund my shipping fees, but could not refund my item purchaseShe also told me that if I refused the item delivery that I would then forfeit itShe NEVER told me that if I refunded my shipping that I would forfeit the item!! This was the first time of hearing this! So are you telling me that the item is now forfeited and I am not getting anything even after paying for it? The refund of the shipping fees was initiated by EBTH as an apology and NOT a request my be! Why would I ask for a refund in shipping but forfeit the item? That is insane!I do not accept this explanation and need to further understand if EBTH believe I forfeited the items because they volunteered to refund the shipping fees?
Regards,
*** ***
Ms*** bid on *** at 8:04:12PM and 8:04:27PM on October 19th in the amounts of $and $with a max bid of $ Our team has reviewed the activity report on this item and there were no item edits or photos edits to this item after it was listed
The photos presented match the rug abandoned by Ms*** at the estate and that is currently being held EBTH is willing to hold this item for an additional days and waive the transfer fee incurred for removal and transport of the item to our warehouse location After the days, which is November 26th, we will have to mark the item as abandoned and handle accordingly as we have outlined in our terms and conditions Since bidding is a contractual obligation to the seller, no refund will be issued as the item was properly presented
Thank you for the opportunity to respond to these concerns. Ms*** purchased a Vintage Wooden Shipping Crate on 11/for $with shippingIt shipped out on December 12th, invoice B-***The item was delivered on 12/14.Ms*** also purchased *** tableware on
11/for $with shipping, invoice B-***It shipped out on 11/and on 11/27, delivery could not be made due to an address issueMs*** called into Customer Service on 11/and provided an alternative address to have her items shipped toThe items were brought back to our Distribution Center, was processed in our Returns department on 12/06, and are currently in the process of being repacked and shipped back out to Ms***.We understand that the delay in getting this taken care of has caused an inconvenience to the customer, so we would be more than happy to refund her in full if the item is not out of our facility by the end of next week. We would like to extend our apologies to Ms***We understand that her experience with EBTH was not satisfactory and the complications associated with *** prohibited Ms*** from receiving her items in a timely manner, but we are working hard to make sure it is resolved as soon as possible. Thank you for your consideration, EBTH
Thank you for the opportunity to respond to these concerns. Mr*** purchased two rugs on 7/for $152, invoice B-***With shipping and sales tax, his final invoice total was $294.57.On 8/15, Mr*** reached out to our customer service department to inquire as to the status of his rugs
The customer service representative contacted the distribution center from which these items were shipping and was unable to confirm a location on the piecesMr*** has been refundedIf the rugs are located, he will be recharged for the cost of the rugs and they will be shipped to him at our cost. This has been resolved to the satisfaction of Mr***, per his correspondence with our customer service team. Thank you for your consideration. EBTH
Thank you for the opportunity to respond to these concerns. Ms*** was one of five EBTH bidders actively bidding on ***, *** ** *** *** *** *** *** *** Between 6/and 6/19, bidding was raised to $On 6/the piece was pulled
from sale on EBTH and bidders were notified on 6/20.Per our terms and conditions, “the auction does not require competing bids of any type by the seller or an agent of the seller; and the seller of the property cannot withdraw the property from auction after the auction is opened and there is public solicitation for bids; provided, however, that EBTH reserves the right to withdraw any item from the Site or to amend any content on the Site at any time in its sole discretionEBTH will not be liable to you or any third party if we withdraw an item, amend any content on the Site or deny you access to the Site or the Services.” Additionally, our seller’s contract, signed by EBTH and the seller of this piece, states “EBTH reserves the right to cancel this agreement or not to sell various items if any items are perceived to violate EBTH’s listing standards.”This piece was pulled as a result of an internal question as to whether it was within our listing standardsIt will not be offered for sale in the future. We apologize for any inconvenience this may have created. Thank you for your consideration,EBTH
Thank you for providing the JSA paperwork We have reviewed all of our customer service notes We stated the last time that this customer returned items that he would need to preview all future items if he wished to purchase future autographed memorabilia Here is the full listing:"An autographed American League baseball of Ohio *** *** *** is in this lot*** became the first American to orbit the Earth in He was elected to the United States Senate in He received many military awards and fought in World War Two and the Korean WarHe signed the "sweet spot" of the baseball in blue ink pen. * Everything But The House does not authenticate or grade sports memorabilia (or celebrity memorabilia)Items that are consigned with Certificates or Letters of Authenticity (COA) are listed as such with the item’s descriptionAutographs without COAs are compared to authenticated examples from online sources prior to sale uploadThe general condition of all items will range from Poor to Excellent and may or may not coincide with an item’s future grade from an authenticating/grading servicePlease attend our scheduled sale preview for a personal assessment."This baseball was purchased in 9/29/ Many companies have a policy of 15-days for a return of an item During the year and three months before it was returned, we don't have visibility to the item after the purchase to the time of submissionWhile we are not challenging the integrity of our customer, we have our policies in place to minimize the switching of items The customer has purchased exclusively autographed memorabilia and the previous exception for the return was clearly stated as one time courtesy.We have added a relationship with JSA and are familiar with the *** *** Authentication process We receive back our items in under days after submission for authentication.The reason we have banned this customer is that we had an incident where the customer came to our facility to challenge our customer service representative face to face after being denied an exchange We always welcome a discussion and wish to make things right for our customers, but we are protective of our employees While reading the notes on the account, threats of Revdex.com or Attorney General complaints were made on 2/6/15, 12/15/15, and 1/4/16.Based on these examples, we decided it was best for us to not do business with each other going forward
Hello Ms*** We see this item has been delivered to you based on our tracking information Please accept our apology for the delay and we see our customer service staff issued you a gift card due to the delay in shipment We appreciate your patience with us and thank you for
your business.The EBTH Team
Mr ***,Please return to our center in Cincinnati and ask for MarcWe will refund you.Thank you
I declined their offer because a refund of less than $is neither an appropriate nor business like gesture on their end. The amount of $was the winning bid. I paid $because I used a coupon they emailed me. I can't buy anywhere a inch silver chain for less than $4. I will gladly return the inch chain for my inch chain. If they can't do that, a $refund would be somewhat more reasonable. Their inflexibility & obvious unwillingness to satisfy a customer from a mistake they made is astounding in today's retail world. They only offered this mere $because I filed this complaint. When I talked to the sales rep originally on the phone, her attitude was "tough luck"
[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,
*** *** ---7/13/-- Consumer indicated in response dated today that this matter has been resolvedA refund has been received
Thank you for the opportunity to respond to these concerns.Ms*** purchased a painting from us on 2/for $She reached out to our customer service team on 2/with concerns about the item condition. The customer service representative confirmed that all the concerns Ms
*** expressed were shown in the photographs on the item, including the splattered paint and frame ageThe piece is an antique painting in a contemporary frame. Per our terms and conditions, “EBTH 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 assessmentIt is your responsibility to read and review all descriptions and images of an item before bidding, and you acknowledge that in posting such descriptions, EBTH relies on information provided by the sellerEBTH AND SELLERS MAKE NO, AND EXPRESSLY DISCLAIM ANY, GUARANTEE, WARRANTY OR REPRESENTATION, EXPRESSED OR IMPLIED, TO YOU WITH RESPECT TO ANY ITEM, INCLUDING WITHOUT LIMITATION, CONDITION, MERCHANTABILITY, QUALITY, RARITY, IMPORTANCE, FITNESS FOR A PARTICULAR PURPOSE, HISTORICAL RELEVANCE OR OTHERWISE.”Because the item’s condition was clearly showcased in the item photographs, we are unable to offer Ms*** any money back. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns. EBTH is a fully licensed auction houseWe function within all state and local guidelines that govern each market where we operateWe strive for full transparency in the process and all pertinent details regarding On each sale
page, we list the estate location to maintain the provenance of the item Many items we sell hold local or regional significance and interest and we work hard to make sure those items are connected with the best buyers. Some of our sellers are uncomfortable having their estates open to the public and therefore request that we hold the sale at another locationIn our market in Indianapolis, this is how many of our sales are heldSmaller items are sent to our distribution center in Cincinnati, OH where they are prepared and packed for shipmentLarger items are stored at a storage facility in the market and are available to be picked up for $per itemThis fee helps offset the cost of the storage facility and the larger shipping fee that would be associated with shipping the item. In Ms*** instance, she purchased three larger items for $from a sale in Indianapolis on 3/Each item is available for pickup at a *** *** facility in Indianapolis for $30, at a combined cost of $For the duration of the sale the item location and fulfillment options are visible on each, individual item page, including all associated feesFor the items Ms*** purchased, a box next to the picture of the item would have read “Item Location: Indianapolis, IN” with the shipping price and the warehouse pickup price of $listed immediately below that. Per our terms and conditions, which are agreed to prior to bidding, “By placing a bid, you expressly agree that if you are the winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped itemsIt is your responsibility to understand the pickup and delivery options and costs for each item before you place your bidAll bids are shown in US dollars and all taxes, shipping, and handling charges are additional.” We cannot, therefore, waive Ms*** warehouse pickup fee. 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,
*** ***
---9/23/Consumer contacted BB to let us know that the business has offered a resolution that is suitableConsumer considers this matter resolved unless the business does not follow thru at which time he will contact Revdex.com again
Thank you for the opportunity to respond to your concerns. Our shipping costs include removal
of an item from a property, packing, materials, insurance and the carrier feeThe quoted price is an accurate estimate of what an item will cost to ship. The item purchased by *** is a 15” ceramic table lamp without a shadeAccording to our shipping specialists, given the size and composition of this lamp and the materials involved in shipping, it would not have quoted at $to shipIt is possible *** was looking at a different itemWithout proof of that quote, we cannot honor it. When *** checked out, she was charged $for shipping, at which point she reached out to us and we updated shipping to $51.15, refunding the $differenceThe final charge to her card is $The item will be shipped to her within ten business days. Per the terms and conditions, agreed to prior to bidding, a “winning bid placed on [EBTH} 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.” As such, we are unable to refund ***’s purchase. Thank you for your consideration EBTH
Thank you for the opportunity to respond to these concerns. In effort to continuously improve the selling and shopping experience for our global audience, some items will no longer be available for local pickup in many of our marketsSmaller items are taken from those markets and moved to a
central distribution center in Blue Ash, OH, where they are cataloged, photographed and packed for shipment before going live for sale on EBTHThe goal of this shift is to service all of our markets with our own facilitiesEBTH began the transition to this model for the Austin market earlier this summer and that transition is nearly complete, with most Austin sales operating in this wayFulfillment options are always visible and available to all bidders, as was acknowledged by Ms*** in her communication with EBTH. Ms*** called our customer service department on 8/to inquire about this changeAs the customer service representative attempted to explain the transition to Ms***, she immediately responded with hostility and demanded her current bids be retracedPer 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.”When the customer service representative informed Ms*** that she could not retract her bids, Ms*** responded with a threat to complain if she had to pay shipping charges, saying, “Your little business here will blow [expletive] up.” The customer service representative told Ms*** that there was no need to use harsh language, to which Ms*** responded, “Oh there is a need!” Ms*** demanded the CEO’s name and information, which she was given, and the call was ended. On 8/15, Ms*** won one item, invoice B-***, which can be picked up at no charge locally in Austin. Moving forward, we ask that Ms*** check all the information available to her on the individual items prior to placing bids.We consider this matter resolved. Thank you for your consideration,EBTH
Thank you for the opportunity to respond to these concerns.Ms*** purchased a pendant in September Per our terms and conditions, which are agreed to when creating an account, “IN THE EVENT THAT YOU FAIL TO PICKUP OR DESIGNATE SHIPPING FOR 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 HANDLIN GFEESWHEN PIIS SELECTED BY YOU OR IS THE ONLY OPTION, IF YOU FAIL TO PIANY ITEMS AT THE SPECIFIED TIME OR DESIGNATE A SHIPPING OR FULFILLMENT OPTION WITHIN SEVEN (7) DAYS OF THE CLOSE OF BIDDING YOU WILL BE CONSIDERED TO HAVE ABANDONED AND FORFEITED THE ITEMSYOU AGREE THAT TITLE FOR ABANDONED ITEMS WILL AUTOMATICALLY TRANSFER TO EBTH WITHOUT ANY FURTHER ACTION BY YOU OR EBTHYOU EXPRESSLY AGREE THAT FAILURE TO RECEIVE ANY ITEM IN THE EVENT OF ABANDONMENT DOES NOT RELIEVE YOUR OBLIGATION TO PAY FOR THE ITEM OR ANY OTHER FEESAT A MINIMUM, YOU WILL BE CHARGED THE AMOUNT OF YOUR BID TO SATISFY PAYMENT OBLIGATIONS TO THE SELLEREBTH MAY, IN ITS ABSOLUTE AND SOLE DISCRETION, RESELL THE ITEMS, DISPOSE OF OR DONATE THE ITEMS TO A CHARITY OF EBTH’S CHOOSING.” In 2014, the time period was days, but the rest of the terms were the same. The item is longer available as it was sold almost three years ago. Per Ms***’s concerns regarding open business hours, we do not have regular business hours at our warehouse in LexingtonEBTH staff would have been present during scheduled pickup hours. We cannot issue Ms*** a refund. Thank you for your consideration,EBTH
Thanks for the opportunity to respond these concerns.According to 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 EBTH.” Furthermore, “By placing a bid, you expressly agree that if you are the
winning bidder you will pay for your item and agree to any additional handling and shipping fees applicable for shipped itemsIt is your responsibility to understand the pickup and delivery options and costs for each item before you place your bid.”When bidding on an item, a bidder has the option to check the price to ship the item to his or her zip codeThis is available to the buyer for the duration of the saleUpon reviewing the requested shipping quotes, we see that a shipping quote was never generated for Mr***’s shipping address, indicating that he did not check the price of shipping prior to bidding on the item.We are unable to refund Mr***’s purchaseHe does have the option to forfeit the item, per our terms and conditionsIf he forfeits the items, he is responsible for the $figurines and a $disposal fee, but the shipping cost will be refundedIf we do not hear from him regarding this, the items will be shipped to him at the full cost. Thank you for your consideration. EBTH