ComplaintsforEverything But the House

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In late August 2024 I delivered a 1990s vintage designer chair to EBTH in Blue Ash, Cincinnati, for auction. The current item retails at $7,000-$8,000. Here is the link: **************** Although I had filled in the online form and supplied relevant information, and in spite of the fact that EBTH told me I was 'in good hands,' the listing failed to include important information and was unacceptable, and the accompanying photographs were poorly done and failed to show the designer name anywhere. I phoned EBTH, pointed out these problems, and asked that the description be corrected and the photos re-taken. The description was corrected and poorly done photos were added. In the end, this bergere auctioned for $150. EBTH prohibits the owner from placing bids on their own items, but as I decided I would prefer to buy the item back and keep it myself rather than see it sell at such a low price, I asked my daughter to buy it on my behalf. I had purchased the chair specifically for re-sale and because it was pre-owned and was a high-value item, I closely examined every inch of the chair before leaving it with EBTH. When I accompanied my daughter to collect the chair I once again examined it before loading it into the van and to my dismay and disgust found EBTH had DAMAGED the wooden arm with a large scrape. I pointed it out to the employee; he just looked at me. I have contacted EBTH and explained this situation, including the DAMAGE, and how disappointed I am, not with the sale price, as I understand they have no responsibility for what bidders are willing to pay. But the terrible selling experience itself through the mishandling of the listing and photos, and the DAMAGE to my chair are certainly the responsibility of EBTH. I did not receive the professional service for which I paid and I want a refund. EBTH has ignored my emails.

  

  Business response

  10/02/2024

  Good Afternoon *** *****,

  It was great to connect but I wish it were under better circumstances.  

  As discussed, I am going to send you an email asking for photos of the condition at time of pickup and work toward the $75.00 resolution.

  Thank you for reaching out.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2 tier plant stand that upon getting it home it had a broken leg that someone unsuccessfully attempted to repair because it wobbles and this was not disclosed in the item description. EBTH usually notes all defects as I have purchased several items in the past. When I called about a refund, I was told that they do not issue refunds. I tried explaining that apparently it was missed by their inspectors, not intentionally, but things do get missed and simply want a refund. All I got was the standard answer “unfortunately we cannot offer any sort of refund at this time”.

  

  Business response

  08/12/2024

  While we did initially state the item did not fall under our return policy, we did not close the case but instead had the issue reviewed by our team. The customer sent this complaint before we had a chance to complete the review, but the day after this was filed, we contacted the customer to let them know we felt there was a listing error on our part and issued a full refund. This was processed within 24 hours of the customer first reaching out to us about the issue.

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Cartier Santos 100 XL Stainless Steel Automatic Wristwatch at auction from EBTH on December 31, 2023. I paid $3,260 for this watch. EBTH is committed to provide their customers with this promise stated on their business's website; "We promise that everything on our platform is authenticated or validated, presented clearly and accurately, and is handled with the utmost care." The Cartier Santos 100 XL Stainless Steel Automatic Wristwatch I purchased from EBTH has a FAKE / COUNTERFEIT clasp which is a direct violation of Cartier's intellectual property rights. The COUNTERFEIT clasp is clearly visible on image #12 of #13 on the listing -See Link- (***********************************-cartier-santos-100xl-stainless-steel-automatic-wristwatch) I reached out to EBTH after having the Cartier Santos 100 XL Stainless Steel Automatic Wristwatch inspected by a watchmaker in ****** ******* on July 30, 2024. I never expected part of the watch to be COUNTERFEIT, which is why I just now found out about the issues with this product. A real Cartier clasp will have the 'Cartier' engraved into the clasp, not laser etched. Per Everything But The Houses commitments, I should have had nothing to worry about and should have been provided an authentic product. Despite the obvious image of a COUNTERFEIT Cartier clasp on image #12 of #13 on their listing, they refuse to refund me any portion of my purchase or do anything to remedy this blatant sale of a COUNTERFEIT item that was not appropriately listed or examined by a watchmaker per their commitments to their customers. Had I been made aware the clasp was a COUNTERFEIT I would have bid on this item differently and I was fooled by this business into believing it was.

  

  Business response

  08/02/2024

  EBTH absolutely stands behind this item as authentic. Our horologist has verified through a third party Cartier service technician, that the clasp on the watch that was purchased through EBTH matches Cartier's construction specs. Beyond the authenticity, the Buyer Terms and Conditions that this customer agreed to by purchasing on our site state that "EBTH may accept returns in cases of material errors in the Item description made by EBTH or by seller on the Services, as determined by EBTH in its absolute and sole discretion. Any return claims submitted for review by Users must be received within thirty (30) days of the earliest of delivery or your taking possession of the Item by contacting EBTH at the link here. Notwithstanding any language to the contrary, EBTH in its sole and absolute discretion may accept or reject a return under this policy. Buyer will be responsible for all costs associated with a proposed or accepted return, including, but not limited to, any return shipping costs."

  This item is well outside of the 30 day window as it was delivered to the customer on 1/6/24, and has been verified as authentic, therefore no refund is warranted.

  

  Business response

  09/06/2024

  We have reviewed this matter very thoroughly, taking into account the authentication reports the buyer has submitted, as well as the multiple reviews we had done prior and in the past week. The concern was whether each expert was using one model year watch to authenticate what is likely a different model year watch. Cartier is one of the most difficult brands to authenticate (jewelry and watches) because they have different standards for their parts and marks from year to year and they are infamous for having irregularities in their markings. While the watch is clearly genuine, we have differing opinions from different experts as to the clasps authenticity. In this case, we feel it is best to err on the side of the customer, and accept the return.

  We will reach out to the buyer and provide a mailing label for the return of the watch, and once we have received it, we will issue a full refund.

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I appreciate the help and insight of all the experts on this case as well as Everything But The Houses resolution. 
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an ****** bag pop on my app that showed the current bid at $0 in an extended bidding period. I placed a low bid ($300) and it didn't go through so I assumed it was a glitch. The next morning $8000 had been withdrawn from my bank account for "winning" the auction. I obviously called CS immediately, who stated this is a glitch in the app that must have registered by failed bid as "buy it now." While it took a day, they did process the refund and I received an email stating that (but no funds in my account - I tried to give EBTH and knew it may take a day or two to process). HOWEVER, once the refund processed, the system RECHARGED my account - so now $16,000 has been withdrawn from my account. I received an email that the amount had been reversed but it's been a week and my funds are still not back in my account. The entire transaction has been erased from my account and I am skeptical the refund is even in process. I've made several inquiries about this with no response again and I am incredibly upset. EBTH has $16k of my money due to their error. This is completely unacceptable and unethical. I am generally forgiving of errors and give a company an opportunity to fix an issue but this is an enormous amount of money. They should be taking every step possible to remedy this immediately and following up.

  

  Business response

  07/23/2024

  The customer is correct in her description of the Buy Now error that occurred, and also that when she contacted customer service we acknowledged the issue and processed the refund. The full refund was initiated on 7/16/24 at 11:10AM EDT, right after the CS Agent had followed up and confirmed the issue internally. The original payment form was an eCheck or ACH payment from the customer's bank account which takes 5-7 days before it fully processed and is reflected in the customer's account. Our CS Agent made her aware of this when he processed the refund.

  The customer is also correct in that our internal process for clearing this particular invoice did initiate a new charge on 7/16/24, which was again refunded in full as soon as we realized the error on 7/17/24 a 8:41AM EDT. Again, this is an eCheck that takes 5-7 days to reflect in the customer's account. EBTH has fully refunded this customer as of 7/17/24, and we do apologize for the technical errors that caused the customer such inconvenience. We would like to issue this customer a gift card with our apologies, and the Director of Customer Service will reach out to her directly to do that.

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Place sold fake **** ***** autograph. Verified fake by *******.

  

  Business response

  04/02/2024

  Good Morning,

  
  On March 23, 2024, the customer won a lot of Signed Vintage Baseball Prints Featuring **** *****, ***** ********, and More for $205.00.  The customer collected his winning on Saturday, March 30th, 2024 @ 11:39 am EDT. 

  
  Before collecting the items, he contacted Client Services on 3/28/2024 at 5:08 AM to state, “We have a problem. The **** ***** autograph in the lot I won is fake. I did a signature review and it did not fake. I either want to cancel this invoice or get a large discount since this is main reason I bid on this lot” and attached the screenshot submitted in this complaint.  

  
  After carefully reviewing the ******* statement, “unlikely to pass,” it was deemed not a statement of inauthenticity.  EBTH catalogers authenticated the **** ***** signature using their years of experience and skills in the industry.  Hence, we kindly requested the customer to submit the item to ******* for a full authentication review.  

  
  That request was met with, “Ridiculous,  but I'll submit it so it will be rejected. Then I'll contact my attorney.” and a copy was forwarded to our co-founder of EBTH.

  
  Presently, EBTH stands behind its listing, but should a valued third party such as ******* disagree with our assessment, we request a copy of that communication and a receipt for the associated costs.  At that time, EBTH will take back the total lot, refund the invoice, and reimburse the customer for the cost of a secondary review.
  

  
  

  Customer response

  04/02/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  **** *******
  

  Customer response

  04/04/2024

  Sending item to PSA which is costing me  additional $60, in addition to $10 for quick opinion to prove point since they very well know its going to fail. 

  I expect a full refund of my $ for this entire auction lot.  An apology would be nice too. It will take at least 30 to 60 days for PSA to fail the item. 

   

  

  Business response

  04/04/2024

  Good Afternoon,

  We appreciate the update and look forward to receiving the PSA result.  Any fees associated with the authentication process will be reimbursed by EBTH, along with a full refund, IF the item is deemed inauthentic.

   

  Customer response

  05/12/2024

  
  
  
  Good Morning *******,
  
  As I expected the item failed authentication. Please reach out to EBTH. I should have the item back in my hands by middle of next week.  Please emphasize that I want my full refund for lot as well as both reimbursement for PSA authentication services and ******* ***** ******* ($10).
  
  Thank you for your help with this matter.
  
  ****

  

  Business response

  05/13/2024

  Good Morning,
  
  Thank you for the paperwork.
  
  Upon receipt, I will refund in full and we will send a check for $10.00 to cover the cost of PSA authentication.

  Customer response

  05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am constantly having issues with things not being described properly. Or receiving damaged items after a sale and they won’t allow refunds or returns. Items not as pictured or as described. Emailed about two purses several weeks ago finally emailed back, one was filthy, the other was forced into bag and bent so badly it won’t straighten back out. Will not allow refund as I should expect to have it professionally cleaned which there’s no way it could be cleaned professionally without ruining it and no way the other purse unbent from being squashed in package. I had to email them twice in two weeks just to get a response then they tell me because they have in the description that there may be scratches on used purses I am out of luck sorry..I don’t think that’s a fair way to do business when the photos don’t show this condition I was presented with upon opening this mailer. They had these two items packaged up for shipping.

  

  Business response

  03/15/2024

  Good Afternoon,

  Customer purchased two handbags for $18.00 on March 3, 2024.  

  Customer reached out on March 7, 2024 stating, "The purses in this lot are in poor condition- the ******* bag is super dirty and I will be unable to clean it. The other bag was squished into a mailer in such a way that the leather was folded at the bottom of the bag and will be rendered unable to be straighten out. I’d like to return these items. You cannot tell how dirty it is from the photos. I am afraid if I try to clean the purse I will damage it as it is cloth. Also from the photos it looks as though the one purse is smaller than the other when in essence it is the other way around. The leather purse is huge".  

  On March 12, 2024 Client Services responded reiterating the condition notes in the listing and the disclaimer:
  "Thanks for reaching out. Due to the condition listing, I am unable to offer a return/ refund. 
  
  Secondhand clothing, handbags and accessories may retain minor imperfections throughout including residual scent from storage and age. May require professional cleaning. Any measurements provided are approximate.
  Condition
  - signs of use; soiling residue; scratches."

  To help with the second complaint regarding the "squished" handbag, we responded asking for photos of the shipping materials and box/envelope.  

  Yesterday, the customer replied with a ****** drive link but did not permit EBTH access to view it.  Today, the customer has requested a full refund for both handbags.

  EBTH is going to refund in full.

  

  Business response

  03/15/2024

  Good Afternoon,

  Customer purchased two handbags for $18.00 on March 3, 2024.  

  Customer reached out on March 7, 2024 stating, "The purses in this lot are in poor condition- the Versace bag is super dirty and I will be unable to clean it. The other bag was squished into a mailer in such a way that the leather was folded at the bottom of the bag and will be rendered unable to be straighten out. I’d like to return these items. You cannot tell how dirty it is from the photos. I am afraid if I try to clean the purse I will damage it as it is cloth. Also from the photos it looks as though the one purse is smaller than the other when in essence it is the other way around. The leather purse is huge".  

  On March 12, 2024 Client Services responded reiterating the condition notes in the listing and the disclaimer:
  "Thanks for reaching out. Due to the condition listing, I am unable to offer a return/ refund. 
  
  Secondhand clothing, handbags and accessories may retain minor imperfections throughout including residual scent from storage and age. May require professional cleaning. Any measurements provided are approximate.
  Condition
  - signs of use; soiling residue; scratches."

  To help with the second complaint regarding the "squished" handbag, we responded asking for photos of the shipping materials and box/envelope.  

  Yesterday, the customer replied with a Google drive link but did not permit EBTH access to view it.  Today, the customer has requested a full refund for both handbags.

  EBTH is going to refund in full.

  Customer response

  03/22/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  ****** *********

  3/22/24 per call from customer: I appreciate the fact that I'm being refunded, however, what the response does not mention is that in a separate communication with me I was advised that EBTH is closing my account. Please explain. 

  

  Business response

  03/22/2024

  We have located your account and it is not closed but currently under review.  

  
  Since you are satisfied with the outcome of this invoice, we consider the matter resolved.
  

  
  

  Customer response

  03/26/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below. The person who responded to my complaint is closing my account. She has not given me any reason to believe otherwise. If I accept her response she can still close my account and I have no recourse. The other complaint I made was a year ago. See attached email she sent stating she was closing my account. They have not sent me any correspondence stating otherwise. 
  
  Regards,
  
  ****** *********
  

  

  Business response

  03/26/2024

  As stated in the previous response...

  We have located your account and it is not closed but currently under review.  
  
  Since you are satisfied with the outcome of this invoice, we consider the matter resolved.

  Should EBTH close your account, we will notify you in writing.

  Customer response

  03/31/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below. While you have offered a refund, you are threatening to close my account due to what you say are many complaints and a second bbb complaint. My complaints were warranted and should have nothing to do with this situation. I make purchases about every four months currently due to things not being described appropriately. If you say you are getting fine jewelry you expect fine jewelry. If you go to pick up an item and it was shipped to another person you are going to call in. My other complaint was a year ago. I was not told my account was under review I was sent an email stating you were closing my account due to this complaint. I didn’t ask for a refund I asked you to look at photos . I issued permission that evening when I go home from work. I sent two emails before I got a response from anyone and when I got a response it was to get the one item dry cleaned. The estimate for dry cleaning was 18.50. The last complaint I had was four months ago and I waited outside 45 min emailed four times and my concerns forwarded to management. I got no response. I really haven’t complained about much cause I’m not buying much. I got a charm that was listed as a pendant and brought the thing back. Got a refund but drove it forty minutes both ways to drop it off. And I’ve done that for everything I’ve gotten a refund for. If ebth has Gia certified gemologists on staff to state things are what they are then they should be what they are. And we shouldn’t be penalized for asking them about it whether we ask once or each time. I don’t understand why there’s no one to answer questions and there’s not accurate descriptions or measurements and there’s only three photos. 
  So while I appreciate the refund I don’t appreciate the nasty email to close my account. The photos were too large and numerous to attach to my email to my husband created Zip drive.

  
  
  Regards,
  
  ****** *********
  

  

  Business response

  04/04/2024

  Good Afternoon,

  The response from our staff member was simply an acknowledgement of the numerous complaints and  2 BBB filings you have input.  As such, they concluded, "I cannot help but observe that we are not serving you adequately.  As such, I am going to close your account".  This statement was conclusive from what you outlined in your last response.  

  Your account is open since you prefer to continue purchasing from EBTH. 

  Customer response

  04/16/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below. The person in charge of customer service is lying the email she sent clearly states she is closing my account due to two bbb complaints in two years. The complaints I have had were not my fault and EBTH needs to recognize that has nothing to do with their inability to “service” my needs and needs to improve on their end. Someone needs to quality assure what is being put in customers hands and photos and measurements need to be available along with someone to answer questions. I shouldn’t be penalized for complaining about something not described correctly. There needs to be a proper turn around time for people. And a reasonable response when there is a problem. Bragging about GIA certified people being on hand and trying to pass something off as sterling that’s not, or handing something to me that’s broken isn’t acceptable. I’m sorry to have to complain about that but I have to complain. It’s within my right as a consumer.  They even sent something I bought to someone else. I didn’t complain to BBB about that yet that’s part of my many complaints. Well I wouldn’t have to complain if they didn’t keep doing things like that. I received a charm that was listed as a pendent. Would you want to go to a pharmacy and get a liquid and pay for capsules? And then have the pharmacy say well you complained so we’re going to cancel your account? Someone over this customer services person needs to be aware of what she does, as obviously this type of behavior she exhibits is ok. And mistakes on their end are my fault if I complain about them. I love buying things that are supposed to be something they aren't. 
  
  Regards,
  
  ****** *********
  

  

  Business response

  04/18/2024

  As stated in the previous response...

  We have located your account and it is not closed but currently under review.  
  
  Since you are satisfied with the outcome of this invoice, we consider the matter resolved.

   

  

  Business response

  04/22/2024

  Good Afternoon,

  As stated on April 4, 2024 in this BBB Complaint, 
  
  Good Afternoon,

  
  The response from our staff member was simply an acknowledgement of the numerous complaints and  2 BBB filings you have input.  As such, they concluded, "I cannot help but observe that we are not serving you adequately.  As such, I am going to close your account".  This statement was conclusive from what you outlined in your last response.  \

  Your account is open since you prefer to continue purchasing from EBTH. 

  The customer's account is open and will remain open unless a violation of our Terms and Conditions forces us to close the account.  

  

  Business response

  04/22/2024

  Good Afternoon,

  As stated on April 4, 2024 in this BBB Complaint, 
  
  Good Afternoon,

  
  The response from our staff member was simply an acknowledgement of the numerous complaints and  2 BBB filings you have input.  As such, they concluded, "I cannot help but observe that we are not serving you adequately.  As such, I am going to close your account".  This statement was conclusive from what you outlined in your last response.  \

  Your account is open since you prefer to continue purchasing from EBTH. 

  The customer's account is open and will remain open unless a violation of our Terms and Conditions forces us to close the account.  

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  As you can see, looking at attached email ***** is stating “ therefore SHE IS CLOSING MY ACCOUNT” . And my fear is that she will do just that. I should be able to call and state that something isn’t as stated and not fear repercussions by this woman. 
  
  Regards,
  
  ****** *********
  

  Customer response

  04/30/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  As you can see, looking at attached email Marie is stating “ therefore SHE IS CLOSING MY ACCOUNT” . And my fear is that she will do just that. I should be able to call and state that something isn’t as stated and not fear repercussions by this woman. 
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order on December 7. The funds were immediately transferred and ETBH has had my money for four weeks. Although they have issued a refund for the shipping, I still have no update on delivery, and the items have not even shipped. I called four times today and was hung up on 3 before I ultimately reached Davis who was incredibly cavalier about the whole situation and pretty dismissive. I want my money back. They have been using my money for four weeks to run their business. This is inexcusable.

  

  Business response

  01/04/2024

  Good Afternoon,

  We have reviewed invoice ********** Nesting Carves Marble Bowls purchased December 7, 2023.  To date, they have not arrived and were only made available for shipping yesterday after your correspondence with our agent, Peter.  This is completely inexcusable as we like to have all items out the door within 72hrs.  We sincerely apologize this was overlooked!

  Currently, your item is with ***** under tracking number ************.  If you would prefer a full refund, we will reach out to ***** and ask them to return to sender.  It does appear we refunded the Everything Expedited Service as well as the shipping costs yesterday per your request.   

  We are truly sorry this item was not shipped in a reasonable time and hope to offer you better service in the future.

  Customer response

  01/04/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  **** *****

  They are not operating in fair or ethical business practices.  Siimply, they are being dishonest. (1) They claim in their response that they only received the item yesterday. I have included an attachment of an email from Peter dated Dec 22, 2023 stating that they would be shipping in the next few days.  (2) They claim in their response that ***** is in possession of the shipment.  That is not truthful either.  ***** only shows record of a label being created by ETBH. There is NO proof that anything has actually shipped or that ***** has possession. 

  

  Business response

  01/05/2024

  Good Afternoon,

  EBTH created the label at the same time we placed the item on the ***** truck.  

  At this time, we will refund the invoice in full.  Should the item be delivered, we will send you a shipping label for its return.

  Kind regards,

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted EBTH about 2 vintage lamps donated by elderly gentleman with seaches on the internet showing others that sold for $1700. The person assured me they could sell for our nonprofit after I explained the value and importance. He led me to believe we would be done right. I delivered and complained about the horrible description which they said they had improved. The lamps sold for $171 and to add insult to injury, then took $85.50 in commission. This is disgusting and abusive. Attached one set for sale for $1700 and another for $2200.

  

  Business response

  01/02/2024

  Good Afternoon,

  We are sorry to hear you were not satisfied with the auction of the two lamps.  

  We reviewed the communication between yourself and our associate and do not see where you or he mentioned an expected sale price of $1700.00.  In fact, attached is a screenshot of the communication where he explicitly told you, "Unfortunately at EBTH there are no reserves or minimums with our auctions so everything that is placed up for bidding starts out at $1 bid. As far as mentioning in the listing that is not something we typically do unless there is an entire sale dedicated to one concept or person which usually needs to be hundreds of items.  Please let me know if you would like to proceed on the consignment of these two lamps!"

  We have also attached a copy of the listing that was presented to our audience with 7 photos across 5 days.  After 41 bids, it ended at $171.00.

  We apologize if we disappointed you or the ******* Catfish that are currently endangered in the ********** *****.    

  Kind regards,

   

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October I spent 2,000 on a “Authentc ****** Bag”, well it is a disaster! I wore it to a Holiday Luncheon and the Color wore off on all of my clothes. It’s a floppy bag and not embossed with ****** do I decided to file a claim with ETBH and asked them to review it. Send a video of the color rubbing off on a white cloth. They replied, didn’t rub off on the desk of the authenticity person, so sorry. OMG, are you kidding. I’m sure it’s not authentic and they sell whatever comes in. Do Not Buy Anything From This Company! It’s horrible.

  

  Business response

  12/19/2023

  Good Afternoon,

  The customer purchased the ****** Timeless Classic Flap Medium Bag in Red Quilted Lambskin Leather on October 8, 2023.   On December 11, 2023 (64 days after winning the item), they wrote in complaining about color transfer.

  
  Red leather is not a color found in nature so it is understood that ****** dyed the leather to get create this color.

  
  The color transfer is from the leather aging.  Unless the leather is consistently cleaned and sealed, this will occur.  Below are the condition notes from the item's listing:

  Minor storage misshaping at the sides; areas of leather aging; chain leather with edge abrasion and darkening; exterior leather with creasing, scattered scratches, and finish dulling; rubbing at the base corners; scratches to hardware; minor surface marks to interior.

  
  All items sold on EBTH are authenticated, otherwise we will not list them for sale.  If the customer is truly concerned about the item's authenticity, they are welcome to seek a second opinion from an authority and submit evidence to EBTH.  We accept written confirmation from any of the following sources:

  
  1. ******
  2. ************ *****
  3. ***** ******
  4. ************
  5. *******

  Kind regards,

  EBTH Team

  Customer response

  12/19/2023

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  **** ****
  

  Customer response

  12/20/2023

  I wore this handbag for the first time to a Holiday Luncheon in a beautiful winter white suit, and the red from the handbag was all over my suit, and possibly ruined it! I’m no conversation written or otherwise did EBTH indicate that the “color” was rubbing off. True ****** color does not rub off like this. It’s like water color added to the leather. 
  The entire bag was misconstrued in its description. I feel I was taken.

  

  Business response

  12/21/2023

  Good Afternoon,

  A quick Google search of the clients complaints and it appears this is a common problem with dyed leather handbags.

  **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  ****************

  Please seek assistance from a leather specialist.  EBTH does make or manufacture the goods you purchased.

  Regards,

  Customer response

  12/21/2023

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  **** ****

  My response to this business is that in No way did they Ever say this handbag was compromised In it’s color run off, or that the ****** signature was stamped and Not embossed on the item. It’s a mess! And unusable. A scam of not revealing true state of the item! They stated “it didn’t rub off on their desk”. Well, of course it didn’t, desk ******* is Not Porous! Hello!!! They are ridiculously off on that!!!

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11.20.23 I won an online auction with Everything But the House. I have purchased items from them many times, without issue. The item I purchased was a ****** ***** Vinyl Record, framed and signed by the artist intended to be a -really awesome- Christmas gift for my daughter. The item, as described, referenced a small scratch on the frame and no other issues. Detailed photographs of the item were available with the listing and are attached. The item was sent *** **, well packaged and I opened it immediately upon arrival 11.28. I did not remove it from the frame, bump the frame or do anything other than open it and place it on my couch to look at it. I was disappointed to find that in addition to the frame being cheap, mal-fitting and scratched in two places, the signed poster/the item of most value had a 1.5 cm tear in it which is shown in MY photographs upon receipt but not reflected in the listing. I immediately reached out to customer service through their online portal. I received an email reply from their agent 2 days later. EBTH states: “Our commitment to each transaction and every customer is cemented by our Uncommon Promise: We promise that everything on our platform is authenticated or validated, presented clearly and accurately, and is handled with the utmost care. If we don’t hold up our end of the bargain, we’ll do our best to make it right.” I attempted to work with EBtH on this issue. I asked to return the item immediately for a refund. This item was clearly not as listed, arrived more damaged than depicted thus devaluing the item and being a gross misrepresentation of it's condition. Today I was told the damage did not occur when it was the property of EBtH. This item arrived damaged and, frankly, the packaging was very robust so I do not believe the poster spontaneously tore while in shipping. I have attempted to resolve this matter. Not only was the item not as pictured, they additionally are not standing by their “Uncommon Promise”.

  

  Business response

  12/07/2023

  Good Morning,

  EBTH received case ******** on November 28, 2023 and communicated with the customer regarding her complaint.  

  
  The listing details provided by the customer in Screen Shot ********** at ******* ****** and Screen Shot ********** at ******* ****** are accurate.

  
  The photos submitted pertaining to the customers complaint in Everything But the House Pictures sent by Email.pdf are the same as what EBTH received.

  
  The listing photo shown in  EBTH listing picture screen shot- ** *** ********* is accurate.

  Framing complaint: EBTH does not make or manufacture the items we auction.  Whether the consignor should have used a larger shadow box frame is not for EBTH to comment on in a listing.  At the time of listing, the item was secured inside the frame and there was no movement to the album or the photo.  The buyers dissatisfaction with the items display materials is understandable and easily rectified with the purchase of a shadowbox from numerous outlets.

  Tear to autograph photo complaint: While the items sold on EBTH are second hand, EBTH fulfills its Uncommon Promise by providing listing detail that accurately reflect the current condition of the item(s) we receive.  As can be reviewed in the listing photos provided by the customer, there are no scratches to the frame and there is no tear to the autographed photo.  Per the customer's comments in this communication, the photo also has a piece missing from the bottom edge in conjunction with the tear.  For comparison, we have attached both the customers photo of the torn section and the EBTH listing photo for review.  This damage would be evident in the listing photos and thus discussed in the condition notes.  Finally, EBTH's listing states, 'item not examined outside frame' meaning the piece was never removed from the frame and yet, the damage observed by the customer only comes from handling the item outside the frame.  

  EBTH does not take responsibility for the tear as there is no evidence during the time of cataloging, photography, or post production.  In all, a tear of that size and piece missing from the photo would have been evident during the multiple stages of production and noted as such in the listing.

  Thank you.

  Customer response

  12/07/2023

  Better Business Bureau:
  
  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, reasons for rejection are included below.

   

  I appreciate everything but the house being timely and responsive with my complaint.
  
  
  I would encourage EyBH to go back and look and see if there was another item similar to this listed, or something else that could have occurred. I have not removed this item from the frame.  It arrived torn, and therefore damaged, and therefore not as pictured. 
  
  
  To suggest this item was not ripped when they listed it means either someone ripped it when they shipped it, or implies that I took this out of the frame and ripped it myself. This is asinine and not what happened. I took photographs and complained about this rip within minutes of receiving this package. The photographs of the back of the frame show that it matches the exact status of the back of the frame as shown in the listing. I reached out to everything but the house within an hour of the FedEx time stamped delivery and that is evident both in the *** ** receipt and in the timing of my online complaint.
  
  
  I have purchased repeated luxury items from everything but the house for the last three years and never complained. In fact, I just purchased two other items. There is no justifiable explanation for suggesting that I am the one that caused this damage. 
  
  
  This damage was caused by someone in everything but the houses else in the supply chain and therefore it is EBTH s responsibility to the customer a.k.a. me to make this right, and they refuse to do so. The tear in the signed portion of this item grossly under values it and makes it not reflective of what they sold. They are not being responsible. They are not maintaining their uncommon promise, and they are suggesting a multiple repeat customer who is always acted with goodwill and paid well for what I have purchased with them had some incentive to destroy an item and complain about it. 
  
  I remain disappointed not only at this item, which, as I said, is a Christmas gift, and is not as represented, but in the missed opportunity for everything but the house to do right by a loyal customer.
  
  Regards,
  
  ***** *******
  

  

  Business response

  12/15/2023

  Good Afternoon,

  EBTH stands behind its listing of the item and images that show no damage to the piece.  

  At this time, the customer has engaged a credit card dispute which forcibly removes the funds from EBTH and refunds the customer.  As such, EBTH considers the matter resolved on the BBB platform.

  Customer response

  12/21/2023

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  This matter could have been resolved amicably, and to both parties benefit, with more timely responses from everything but the house and with person-to-person conversation. The only way to resolve this matter or to get the attention of everything about the house has been through this platform.

  3 phone calls I have made to their customer service number have gone unresponded to and online portal chats reach only one agent by email who takes three days to respond with minimum engagement.

  I offered and asked the day I received this to return it for a full refund. I received an email three days later with a minimal response and two more responses over the next six days, and was told a return would not be allowed. I asked for this matter to be escalated to another customer service agent whom I could talk to and received no response. I called the customer service line 3 times over two days and left messages with no response.

  I have purchased more than 15 things over the last four years from everything but the house some costing less and some costing much more than this item. In fact, I expected nothing like this whole situation, because my experience with this company has always been straightforward with one exception when an item wasn’t shipped for a few months. I messaged and they found the item in the warehouse and it was subtotal mediately. I fully expected a high-quality customer service experience here. So much so that I continue to buy things off of this auction site after receiving the damaged item. 

  I have never complained, nor had any issue, nor returned an item over the course of many purchases. I have a robust history of being a return client who pays immediately and doesn’t complain about anything even items that are a little bit damaged because the damage has always matched the listing, and I knew what I was buying.

  The suggestion that this item was damaged by me is wrong and, as I have said, nonsensical.  I have no incentive to ruin an item I wanted and have a robust history willingly paying for items and causing no trouble with this company. They are not honoring their uncommon promise, which they have publicly listed all over their website. They have not put any effort into making this right, and they simply have concluded that I was responsible for damage to the item.

  I don’t know how this item was ripped, but it wasn’t listed as being ripped, and it was ripped when it arrived.

  These things happen, but everything but the house has proven itself to be extremely limited in actually managing customer concerns and unexpected events.

  I have opened a dispute with my credit card company because everything but the house has refused to address this in any way other than on this BBB platform. They do not return calls, they do not return emails in a way that is timely or allows for any discourse for resolution other than for them to say, it’s not their problem.

  I opened a credit card dispute because this purchase was a lot of money and everything but the house refused to have any discussion other than to say the item wasn’t damaged by them or when it left their warehouse. That may be true, but the item was damaged when it arrived to me, and it is not as pictured.
  

  The credit card dispute is not resolved because the credit card company is still investigating the matter.

  Yes, the credit card company has redacted the payment, but that is qualitatively different than a refund with high-quality customer service and moving forward with an amicable sales relationship.

  It is still my desire to return this item so they can resell it and get something out of it or go back to whomever sold it to them in the first place and have a discussion.

  Perhaps diligence on behalf of everything but the house, along with believing a loyal, repeat customer would help them figure this out in a way that would protect other customers and their supply chain in a more robust way, and would continue to honorably grow their brand and their uncommon promise.

   

  
  Regards,
  
  ***** *******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩