ComplaintsforEverything But the House

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Won a watch via auction. The watch was not working from the minute I opened the package. The disclaimer indicated: "running of time of evaluation but future state not guaranteed". The only thing running on the watch is the "seconds" hand continuously turning. The watch does not wind (winder not operating) and the minute and hour hand does not move at all (even after 2 hours or running). I contacted EBTH and they refused a refund and was referred to the disclaimer. There is no language in the disclaimer indicating that Nothing about a watch operation is guaranteed prior to or after shipping. It indicates nothing about receiving a non-operational or broken watch that was intentionally shipped to me and disclaimer is a way of not refunding me. Completely unethical, misrepresentation, deception and false advertising. This tells me that all thier watches are broken and non-operational and EBTH is dumpling ground for such watches that are not able to be sold anywhere else!

  

  Business response

  03/17/2023

  Customer reached out to EBTH on March 15, 2023 regarding his purchase of the ***********) 1967 14K Bulova Accutron Tuning Fork Wristwatch and its functionality upon receipt.  EBTH reviewed the listing details and  communicated the following two statements from the listing:
  
  1. Timekeeping accuracy not guaranteed.
  2. Running at time of evaluation without detailed testing; future state not guaranteed.
  
  The customer was unhappy with our declination for a refund and responded, “Ok, this is my 4th watch and 10th item or so I have bought from EBTH and you just lost measure a customer. Negative reviews and comments will follow on my blogs and other community platforms... Not a wise decision on the part of EBTH”.
  
  Customer states in BBB complaint, “The watch was not working from the minute I opened the package”.  We can see that the watch was running at the time of evaluation by analyzing the listing photos.  They are attached.
  
  EBTH places ‘future state not guaranteed’ into the listing because we do not know what service a watch will require at the time of receipt.  EBTH does not claim to service or repair watches prior to listing.  
  
  EBTH would like to point out the customers purchase history: 7 out of the 9 purchases in the last two years have been watches.  There have been no complaints reported by the customer on any of the other watches he purchased from EBTH.  Therefore, EBTH disagrees with the customers statement, “This tells me that all their watches are broken and non-operational and EBTH is dumpling ground for such watches that are not able to be sold anywhere else!”
  
  In all, second hand items can require service post sale.  EBTH does not claim to sell brand new items from the manufacturer.  If the customer is not okay with that, we understand the frustration and wish him all the best in the future.

  

  Business response

  04/21/2023

  Good Afternoon,

  Unfortunately, due to actions taken by the customer, EBTH can no longer respond on this platform.

  A representative from EBTH will be in touch via the third party elected to mediate the situation.

  Thank you.

  Customer response

  04/25/2023

  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.
  
  Regards,
  
  **** **********
  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  2/28 I bid on and paid for a ring from EBTH.com. The expected arrival date was 3/3/23. Tracking shows last scan in ******* and I am in ********. I opened a case with *** ** and they were unable to locate the item and sent an email to reach out to EBTH. I have done that several times and the only response I get is that department is short handed. Everyone is short handed right now. I spent $566.56 on this ring and would expect to have a refund by now. I have opened a dispute with discover and EBTH has taken me off of their website, which is very unsettling and unprofessional to me.

  

  Business response

  03/16/2023

  Good Morning,

  EBTH has received the customer communication regarding the missing package on March 9, 2023.  We have recently experiences some staffing changes in our Claims Department and are currently working on catching up on the claims communicated.

  EBTH has also received the dispute from the customer and will work to resolve the matter.  When a customer disputes the cardholder refunds the customers on behalf on the business temporarily.  

  EBTH will be reaching out in writing to complete the paperwork.

  Thank you for patience.

• Initial Complaint

  03/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order 1 of 26 that has yet to be filled. I was refunded for the expedited shipping and now have waited almost a month and have yet to receive an item I paid $2500 on February 17th, 2023. I have reached out multiple times since my expedited shipping refund with no response. I have a feeling that this company has an issue with coming to terms with customer complaints and that they are holding my paid for item out of spite. Since that order date I have ordered other items that have yet to be received also.

  

  Business response

  03/13/2023

  Good Afternoon,

  We are sorry to learn that your order has not arrived.  

  We have located the item and will be overnighting it to you tomorrow.  We will also follow up in email with the tracking number once the label is generated.

  We anticipate arrival by end of day, Wednesday, March 15, 2023 so please contact our Director of Client Services if the package has not arrived by Thursday, 16, 2023.

  We sincerely apologize for the inconvenience. 

  Customer response

  03/13/2023

  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 received an email stating they lost my item and were refunding me which I did not ask for. I then found my “missing item” for sale moments later on their website. I pointed out that I found “my item” I purchased listed for sale. They did remove the listing and have said they are going to ship it. The information provided in the email was false and they knew they had the item as new photos were posted and a new sale created which seems the case. When discovered they immediately tried to resolve the situation. 
  
  Regards,
  
  ******* ****
  

  

  Business response

  03/14/2023

  Good Afternoon,

  The customer's item was mistakenly placed for auction and immediately removed once discovered.  

  At this time, EBTH has provided the customer with a tracking number and delivery is expected tomorrow between 2:30pm - 3:00pm.

  The customer has confirmed receipt of this information on 3/14 at 2:17?PM.

  At this time, EBTH considers the matter resolved.

  Customer response

  03/14/2023

  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

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/12, I made several attempts to reach out to change pick up order to shipping to avoid storage fees. I received an automated response back stating my order was processed and shipped. The business failed to verify and confirm my shipping address after reaching out to change the status of the order from pick up to shipping. I followed EBTH procedures and contacted them immediately after receiving another automated response that my package was delivered. I contacted EBTH to notify them that shipment was not confirmed with me and my address was not confirmed when I reached out to have it shipped. I was told it was my fault for not keeping my address up to date in my profile. Most often these are billing addresses on profiles that are linked to credit cards. I requested policy and procedures where it states that the customer is responsible verify the correct address to ship it to. After checking the account, nothing states shipping address on the profile. I was sent very vague/not clear policies and procedures outlining shipping address versus billing address as it’s very vague called “address of record” then it’s says mailing address for communications. This is confusing. It doesn’t clearly state for shipping. The customer service director denied my request for a refund, denied my request to submit a formal complaint with the company, advised to go to the address to pick the package up and made it clear they are not responsible. The customer service director had stated in her correspondence by when admitting they could improve their best practices by confirming shipping with the customer and will do that moving forward. I was astonished that she admitted that operations could improve, but continued to be unwilling to recognize the operational issue and make it right for the customer. In ongoing conversations, she was very much not concerned about customer relations and stated I am not taking accountability and therefore I am not taking accountability.

  

  Business response

  02/23/2023

  Good Afternoon,

  We appreciate the customer bringing this situation to our attention.  Below is the course of documented events.

  2/4 - customer purchased (**********) ***** ******** **** **** ********* **** **** *** ********* ******** ****.  At the time of bidding, customer chose pick up.
  
  2/12 - customer reached out to EBTH to have the item shipped in lieu of paying storage fees.
  
  2/13 - customer received a response acknowledging his request and the successful payment of shipping [Screenshot attached 'EBTH Email'].  As the customer states, he received an ‘automated response back stating my order was processed and shipped”.  Attached is a screenshot of that automated email.  At the bottom of the email is the address confirmation. [Screenshot attached 'Address Confirmation']
    
  2/19 - customer reached out stating he had received an email that the item was delivered but did not receive the item.  At that time, he communicated his correct address.  
  
  The customers profile did not reflect the new address at the time of shipping and nor does it now.  The address EBTH shipped the item to was marked as primary and still is.
  
  Customer states we should have confirmed the delivery address but the screenshot shows confirmation of shipping address. EBTH has policies found in our Terms and Conditions which outline that it is bidders responsibility to keep their information accurate for shipping purposes. 
  
  The customer is requesting a refund of the item and EBTH is denying the refund as we obliged the request, confirmed the shipping address, successfully shipped the item, and show receipt of its delivery.
  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I won EBTH auction IDs: #B********, #B********, #B-*******. Each of these items are single baseball cards inside a card plastic sleeve. I requested the items be consolidated into one shipping package rather than pay the $27 (!!!) shipping fee for EACH individual baseball card. I received an email from the Director of Client Services, Marie B******, in response to my request to consolidate shipping and stop the predatory over-charging of shipping. I received this response: "EBTH does not offer consolidated shipping as alluded to in your request. Knowing this information, you chose to bid anyway. EBTH will not be combining the shipment of your wins and does not agree with the narrative that our shipping and handling price is a profit technique. Best, MARIE B****** Director of Client Services EVERYTHING BUT THE HOUSE® p: ###-###-#### Ext. **** e: **********************" I have sold thousands of items on **** over the last decade. I know the costs of shipping. I also reviewed EBTH terms and conditions. No where does it define shipping charges being used for anything other than shipping and handling. It is my FIRM belief that EBTH is intentionally inflating shipping charges to account for lower bid items (essentially as a floor price for any purchase). I further accuse EBTH of not using the shipping charges solely for shipping and handling. They are profiting off their inflated shipping charges and no where in their terms and conditions do they explain the fraudulent practice of profiting off inflated shipping charges. On their website they lie and say auction items are pre-packaged which is why they cannot combine shipping. This is inherently false, because one of their options for all auction items is local pick up. Surely no company would wrap everything up for shipping, only to rip open for local pick up. It's a laughable concept. It is immoral and unethical billing practices to 1) inflate cost of shipping 2) not use shipping fee solely for shipping.

  

  Business response

  02/22/2023

  Good Afternoon,

  The three invoices the customer purchase were live from February 16, 2023 to February 20, 2023. The customer used EBTH's 'Get Estimate' feature during the time of bidding to quote shipping prior to winning the items.  Before the auction closed, the customer contacted EBTH and threatened action on the BBB if we did not consolidate shipping:
  
  I am about to purchase several individual trading cards. Please package all together into one package and return superfluous shipping charges. In the past you’ve threatened to ship them individually because they are prepackaged. I know this to be false from an internal source. This is clearly a profit technique. I am a large **** seller and know shipping/packaging prices. Please package together and return unnecessary inflationary and predatory shipping charges. BBB will be contacted if you continue to refuse consolidating shipping (especially for single trading cards that ARE NOT prepackaged prior to auction ending). This is a simple request— trading cards being packaged together, not multiple obscurely shaped items from different auction lots. Thank you

  Our Director of Client Services responded with verbiage from the Terms and Conditions (Section 4; Subsection C): 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, storage and shipping fees applicable for shipped items.

  EBTH did not agree to combine ship before the auction ended.  EBTH does not combine ship any items on the website.  EBTH does not advertise this feature on our platform or in our Terms and Conditions.  To date, EBTH is aligned with he current FedEx rates, handling and storage for all items listed for sale and communicates the cost on said items during the time of bidding.

  As told to the customer by our Director and found in the Terms and Conditions (Section 4; Subsection c) If you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items. 

• Initial Complaint

  02/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Case # ******** and invoice # *********. I purchased a lab-grown diamond with IGI number *********** on 1/28/2023. The specifications of the listed diamond were: 3.00 carats G color VVS2 clarity My payment was of $2206.93 was processed on 1/30/2023 and I received my delivery today (2/10/2023), but the included diamond does NOT match my purchased item. The diamond I received has IGI number *********** and vastly inferior specifications: 3.02 carats K color SI1 clarity The diamond that I purchased was swapped for an inferior product on delivery. I’ve left voicemails and opened an email ticket with no response. I would like an exchange for the diamond I purchased.

  

  Business response

  02/12/2023

  Good Morning,

  The customer purchased (*********** Loose 3.00 CT Lab Grown Diamond with IGI Report on January 28, 2023 for a total amount of $2,206.93.

  Yesterday, February 11, 2023, EBTH received the communication outlined by the customer.  Client Services is available Monday thru Friday 9am to 6pm.  Since the 11th was Saturday, our staff has not had the opportunity to respond to the client and resolve the situation.

  We would appreciate the customers patience while our Client Service team partners with Gemology to rectify the situation.  If we mistakenly sent the wrong ring, we will e-mail a shipping label for the return of said ring and either refund in full upon receipt or ship the correct ring by FedEx 2-day air.

  Thank you for your patience.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I won an action on 1/10/2023 for a single baseball card. The item was to be picked up the week of the 16th. Obviously they were closed on the 16th, but I had someone to pick it up the following Monday. On Monday 1/23/2023, my associate went to pick it up and they were closed during regular business hours due to the 1 inch of snow on the ground. I was not worried because in the past 6 years of purchasing they have always just shipped the item as it states on the website and in the terms and conditions. On 1/25/2023, they charged my credit card another $21.56 in "storage" for this one baseball card. I emailed back and asked why it was not shipped. This email was available on my end, but not theirs according to them. I was then charged another $21.56 on 2/1/2023 at 4:10am. I submitted a case through the website. Case #******** at 9:48am. I submitted another case at 11:16am ********* when they did not answer the phone. This was also ignored aside from someone asking for the invoice number. I gave it to them and nothing. On 2/8/2023 at 4:00am, they charged my card another $21.56 for storage. I submitted a case ******** and was irate by this time. Over $60 had been charged for a baseball card in less than 2 weeks for storage even though they were closed the 2 Mondays in a row I could pick up the card and they should have just shipped it as always. The customer service manager then got back to me only after I left a review. She stated they were closed on the 16th for MLK and there is "no other attempt" to pick up the card. The attempt was on the 23rd and this is what I stated to begin with. She went on to say she can charge the fee and I was incorrect about them shipping items. She stated she would refund the last $20 charge on Feb 8th "as a courtesy" and then charge more for shipping. I explained I asked for shipping prior to the 2 last charges. She emailed and said she would refund IF I put in writing that I am at fault. There are 42 emails in this conversation.

  

  Business response

  02/11/2023

  Customer purchased (I*********) 1991 NBA Hoops Michael Jordan #30 Graded PSA 9 Mint Basketball Card on January 10, 2023.
  When the customers friend came to pickup, EBTH was closed due to inclement weather forecasted in the Cincinnati area.
  On January 25, 2023, 15 days after the purchase date, Ms. ****** sent an email to **************** (photo attached) and was upset when she never received a response.  Her frustration was communicated on February 1, 2023 [7 days later] when she submitted case *********.  Ms. ****** claims to have never received a response to that case but was shown where an EBTH staff member responded on February 3, 2023 at 1:31 PM.

  
  In all, communication was sent to Ms. ****** which she denies receiving.  She threatened fraud [screenshot attached], dispute [screenshot attached], legal action through the FTC, and additional correspondence with one of the owners of EBTH after being shown where she replied to noreply@ebth.com.  Ms. ****** was told, “For our records, I am going to request you acknowledge your mistake in writing should we receive a dispute.  As well, I am going to ask you to call Chase Bank and cancel any actions taken up until this point” [screenshot attached].  At no time was the customer told she would receive a refund if she retracted her statement.  In fact, she had been communicated earlier in the conversation that the refunded amount for the storage fee charge equal to the shipping cost had been performed and the item would be shipped [screenshot attached].
  
  
  At this time, the item has been placed with packing to prepare for shipping.  An additional refund of monies is not included in the resolution as customers have 7 days to pick up, an additional 7 day grace period and storage fees are outlined in the Terms and Conditions.

  EBTH is happy to submit more screenshots of the 38+ chained email thread with our Director of Client Services if necessary.  The BBB only allows 4 uploaded per response.

  Thank you for your time.

  

  Business response

  02/17/2023

  While EBTH appreciates any and all feedback, we do not agree with this narrative.

  EBTH charged 3 weeks of storage fees for failure to pick up.  EBTH showed where the customer thought she communicated with us regarding shipment but actually emailed noreply@ebth.com.  EBTH refunded 1 weeks storage fee as a courtesy.  EBTH shipped the item for free as a courtesy.

  EBTH will not be refunding the other two storage fees because of the customers failure to communicate.  Furthermore, the customer had 14 days from the time of purchase to retrieve at no charge.  

  EBTH considers the matter closed.

  Customer response

  02/21/2023

  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: 

  I was there to pick it up. They were closed. They have always shipped the products. The website says they ship the products. They chose to charge anyway. There was no courtesy refund as they should not have charged it to begin with. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Electric Bicycle on EBTH online auction site. The description of the bicycle on the auction site said "Condition: minor surface abrasions; light wear to tires; charger indicator light is not lighting." I paid a total of $1,472.76 with taxes and fees on January 20, 2023 and drove to **** to pick up the bike on Saturday, January 28, 2023. When I tried to work the bike on Monday, January 30th the bike did not work at all. I contacted Everything But The House to try to get refund and they refused. The charger ($100) does not work, and the battery ($500+) does not work. With the description of "minor surface abrasions; light wear to tires; charger indicator light is not lighting" is fraud by omission and misrepresentation. The bicycle is NOT as described. It is listed as and "Electric Bicycle" but that is not true because the battery is no good and neither is the charger... so this makes the bicycle a regular bicycle NOT electric and therefore worthless. I expect to get a FULL refund on the defective merchandise that was not represented by Everything But The House honestly and truthfully. You will see in attached documents: my invoice, screenshot of the description of the bike including "condition," Everything But The House return policy which clearly states they accept returns in the cases of "material errors in the item description made by EBTH or by Seller..." which they did by omission of the true condition of the bike, misrepresentation, and therefore fraud! I took the bike to a local bike shop that sells and repairs electric bikes and got a repair estimate which is also attached which shows it would cost over $1,000 to repair the bike.

  

  Business response

  02/05/2023

  Good Evening,

  The customer purchased (ITMGH56490) Big Cat "Long Beach Cruiser" Step Through Electric Bicycle, 21st Century on January 20, 2023.  

  The listing stated, "charger indicator light is not lighting" under condition details.

  The listing was live for 5 days, the customer received the bicycle and stated the battery does not work.  Ultimately, this explains why the charger indicator light was not lighting. 

  When asked, "At the time of bidding, what was your interpretation of the listing attribute?" the customer did not answer.    

  We are sorry to hear you will need pay for a new battery but the conditions details reflect the correct state of bicycle and thus, a material error did not occur.

  Regards.

  Customer response

  02/05/2023

  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,
  
  ***** ******

   

  The business says they asked me  "At the time of the bidding, what was your interpretation of the listing attribute?" I expected the item to be TRUE to the listing description. They should know the condition of the item they are selling, or in the description say they do not know if the bike runs... like you would with a car. If they had disclosed in the listing that they had no idea if the bike worked or not I would have never bid on it. There is no mention of the charger NOT WORKING or that the battery was NO GOOD. This is supposed to be an ELECTRIC bicycle, not just a regular bike where the only important elements would be the condition of the bike body and tires. This is supposed to be an ELECTRIC bicycle which it is NOT.

  The business owes me a full refund according to their return policy. The item was not as described... ELECTRIC.

  

  Business response

  02/07/2023

  Everything But The House stated the charger indicator light did not turn on at the time of bidding.  The customer received the bike and has since discovered it needs a new battery.  This explains why the charger indicator light was not turning on.
  
  
  EBTH only knew the indicator light did not turn on and listed that condition.  The item was live for 5 days and bidders had the opportunity to research the item, reach out to Client Services with questions or concerns, and ultimately make an informed decision about bidding.
  
  
  EBTH does not have the equipment to test every battery so we plug it in and report the findings.  In this scenario, EBTH plugged in the battery and the charger indicator light was not lighting.  Unless EBTH can test the battery and find no power produced, this result can mean a light bulb may need to be replaced or another component tied to the battery.
  
  
  It is clear the buyer new the information about the charger indicator light, continued to bid and ultimately win the item.  This is not a material error.

  Customer response

  02/07/2023

  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.
  
  

  The bike did not state that it did not run OR that EBTH was not aware of its condition, by not stating they did not know if the bike ran this is fraud by omission. I would expect a company to state the flaws and they did not. They only said the light on the charger did not light... they did not say it did not work. If they were selling an automobile I am sure they would state in the description if it doesn't run or that they do not have knowledge on if it ran or not. If EBTH had stated they did not know if the bike ran or not I would have NEVER big on it! 

  They owe me a FULL REFUND for neglecting to disclose the "electric" bike does not run. Without the battery it is worthless. I attached all documentation as well as a quote on how much it would cost to repair the bike to where it will run again. The cost to put the bike in working order is $1,000. 

  I expect EBTH to either refund the total amount of the bicycle or pay for the repairs to make it as described in the listing of scratches and wear on the tires.

  Regards,

  
  ***** ******
  

  

  Business response

  02/08/2023

  Good Afternoon,

  EBTH's listing attributes are consistent and we aim for transparency with your buyers.  One way of doing so is our Terms and Conditions, as referenced by the buyer previously: Section 3 - (c)

  
  You are aware that, unless otherwise stated, the items sold on the Services are not new nor in perfect condition, may have patent and/or latent defects (including those beyond ordinary wear and tear), may require touch-up or repairs prior to use, and the available information about these items may be limited.
  

  EBTH only knew the indicator light did not turn on and listed that in the condition.  EBTH does not have the equipment to test every battery type so we plugged in the item and reported the findings.
  
  Buyer states, "I expect EBTH to either refund the total amount of the bicycle or pay for the repairs to make it as described in the listing".  Everything But The House stated the charger indicator light did not turn on.  The buyer received the bike and has since discovered it needs a new battery.  This explains why the charger indicator light was not turning on.  EBTH paying for the fix, would not create the desired resolution from the buyer and EBTH is not going to pay for a fix on an item that contains a defect mentioned in the condition details.  EBTH will not refund the buyer in full either as our listing was accurate and the buyer received what we sold.

  Customer response

  02/10/2023

  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 don't know how much clearer I can be with the fact the description of the bike was not correct due to omission of the fact the bike DOES NOT WORK. If EBTH would have stated they were unsure of the running condition of the bike I would have NEVER bid on it! Because they only listed minor scratches and that the charger does not "light" instead of saying it does not work, this is FRAUD. If they didn't know the condition of the bike they should have said so in the description. I expect to get what I paid for, an ELECTRIC bike that only has small scratches. 

  Everything But the House needs to fully refund my money, take back the defective bike OR pay ALL expenses that will make this bike Electric.

  I have attached all documentation again, please review!

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

• Initial Complaint

  02/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently made two purchases which I have tried to discuss with EBTH. I will refer to the most recent here. I purchased a $20.00 indoor/outdoor rug. In the past all my purchases have been shipped via *** **; and I have received one rug that way from them. They now say they are trucking my 7 X 10 rug personally to me, charging me over $420.00 in addition to the $20 rug. That is nuts. They do not answer their phone, no matter what button you push on the menu you only get an answering machine. I have left innumerable messages asking them to call me back since January 18th. No one will return my call. Today I could not even log on, they just sent a bubble saying contact us. THAT is all I have been doing, but no one responds! I have sent emails and gotten no response. I submit this as a last resort, desperate to hear from any human working at EBTH. Can BBB help before I call the Atty Gens. office. Beware this company, they let you bid a maximum amount, then the price mysteriously goes up to that amount and stops. Also you can get most items for less, you should just ****** them and you will find a less expensive item, same thing online; and not get ripped off by a switch in delivery charges! They sent me a sweater that is unwearable ( I can wear all fabrics) and will not listen to the fact that it is like steel wool. They shipped me a dresser with holes in the drawers... Beware shoppers, I should never have tried them again. I cannot upload supporting documents as I have been locked out of the webpage.

  

  Business response

  02/05/2023

  Good Evening,

  Issue #1:

  January 31, 2023: (**********) 7' x 10' Handwoven Hearth & Hand with ******** Indoor/Outdoor Plaid Area Rug was won.

  At the time of bidding, the customer chose not to receive a shipping quote.

  February 1, 2023: Payment was completed

  Issue #2:

  *** ********* account has been suspended on February 3, 2023, after disputing the purchase of a wool sweater with her bank.  When a customer disputes a purchase, the account is suspended until third party mediation, the bank, makes a decision regarding the purchase.

  All future communication will be done via the bank per the dispute guidelines.  No future purchases can be made and no communication regarding the wool seater or other items can be engaged until the dispute is settled by the bank.

  This information should have been told to *** ******* by her bank.

  Regards.

  Customer response

  02/07/2023

  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.
  
  Regards,
  
  ***** *******

   

  Dear Sir or Madam:

  EBTH simply states that when I asked my credit card company to review the sale of the sweater  that is unwearable; (after EBTH refused to respond to my email inquiries OR to send me the name of the worker's supervisor) that all other bids have been suspended.  (As if I would try to continue to do business with this company after this horrible customer "service" and treatment.)  All previous rugs I have been sent were sent UPS or *** **.  Was it unreasonable to think they would do the same with this old raggedy indoor outdoor rug?  Why on earth would a person think that ANY company would bill over $420 for trucking an old rug, instead of sending it as all others were sent?  MY goodness; this is reprehensible, and as my ****** representative said, "It's nuts."  Keep the rug and sell it to someone else.  Or mail it UPS as you have all others.  BUT no, do not charge me this for a lousy $20 used indoor outdoor rug.  no.no.no.  Also, In cases where EBTH was going to change it's usual shipping processes, this is usually brought to the bidder's attention.  This was not done.  This transaction should be cancelled.

  

  Business response

  02/07/2023

  Section 4; subsection 'c' of EBTH Terms and Conditions:

  
  You agree and acknowledge that, in exchange for valuable consideration (including but not limited to the rights to use the Services and participate in the online auction), all bids placed by you are irrevocable offers to purchase an item that may not be withdrawn by you at any time prior to the close of the auction. You expressly agree that, due to the irrevocable nature of the bids, any cancellation or correction of a bid by EBTH may result in a previous bid being the highest current bid subject to acceptance at the close of the auction. 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, storage and shipping fees applicable for shipped items. It is your responsibility to read the full item listing and to understand the pickup and delivery options and costs for each item before you place your bid. All bids are shown in US dollars and all taxes, shipping, and handling charges are additional. If you cannot pay for the items or agree to the shipping terms and costs, please do not bid on the items. Notwithstanding the foregoing, for motor vehicles, a bid or offer initiates a non-binding transaction representing a buyer’s serious expression of interest in buying the motor vehicle and does not create a formal contract with EBTH nor between the buyer and the seller.

  
  Failure to use the provided quote tool available at the time of bidding is not EBTH's fault and does not preclude you for paying for the item.  EBTH will change fulfillment from shipping to pickup and refund the shipping costs.  Ultimately, the item itself will be forfeited.
  
  
  EBTH has been in partnership with ***** for over 2 years.  When items are too large to transport via *****, EBTH hires a third party shipper to deliver the item.  The 7x10 area rug fell outside ******* shipping guidelines and was considered freight by their definition, hence the need for a third party shipper.

  Regards.

  Customer response

  02/08/2023

  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,
  
  ***** *******

  Dear Sirs or Madams at BBB;

  I have no idea what EBTH said?  I'm sorry.  Are they going to cancel the trucking offer and forfeit the rug?  That of course would be fine.  What they do not address:  I have had rugs this big delivered by UPS or *** ** by EBTH before.  They have changed their policies.  They do not notify the bidder of these changes.  When they make changes, I think they should notify the bidder.  

  Also, In their previous letter, they said the same kind of double speak, which is simply vague or completely misleading, and is not a fair attempt to resolve anything.  To switch policy and then ship a rug, or ANY item without a new signed terms from the buyers is beyond misleading.  I am happy to terminate my relationship with this devious company if they choose to sell this rug in their warehouse.

  Please ask them to advise me in clear language if they are doing that and I will be satisfied.  

  Thank you BBB for your help; they refused to respond to me.

  Yours,

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

  

  Business response

  02/10/2023

  *** *******,

   

  As stated before, EBTH cancelled shipping on the item and as a courtesy, refunded the amount even though the 'ship to me' quote tool was available throughout the bidding process.  Since you are not willing to pay for shipping, the item must be forfeited.

  With regards to EBTH policies, while updated in May 2022, charging a customer for shipping when they select shipping at the time of bidding has never been changed, altered, or re-written in any way.  Again, you chose shipping at the time of bidding so we charged your payment method on file for shipping.

  EBTH considers this matter resolved.

  Customer response

  02/12/2023

  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,
  
  ***** *******

  P.S. For the company to repeatedly refer to the shipping options, as if trucking like that was ever satisfactory, is dramatically misleading.  I could not bid without them automatically shipping, and whereas they shipped the same sized rug to me via *** ** in the past; this one was suddenly $420.00+ to send to me by private trucker.  Without sending any notes about rugs being shipped due to a change in acceptable sizes is beyond misleading.  I am grateful that they have refunded me for more than $420 for shipping, for a used indoor outdoor rug that costs $20.00.  I accept that offer, and gladly accept closing business out with this evasive and obnoxious company, that had refused to respond to any of my emails.  

  Thank you BBB; without you I do not think they would have budged.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My orders, #********* and #********* have not moved in ***** tracking for 10 days. I've emailed the customer service about my concerns a week ago, and was told to wait. When no tracking updates nor package came, I followed up with customer service. They have ignored all my emails and ghosted me. Awful, disrespectful customer service and absolutely no responsibility taken for fulfilling their services.

  

  Business response

  01/31/2023

  Below are the listed interactions with *** ***** regarding the two purchases on January 11, 2023:
  
  
  - Payment made via e-check and funds cleared on January 19, 2023.
  - Both items were labeled and remitted to ***** on January 20, 2023.
  - *** ***** emailed EBTH after hours on January 23, 2023 9:11 PM stating she requested the package be re-routed with ***** and wanted a location update.
  - First response from EBTH on January 24, 2023 at 3:26 PM stating ***** received her request but “sometimes this can cause delays.  Please allow 24-48 hours for the tracking to reflect when it’s available for pick up”.
  - Within 1 hour, January 24, 2023 at 4:05 PM: customer responds “It's been 80 hours now”.
       - 80hrs is the equivalent to 3.5 days.  The item shipped 4 days ago and EBTH communicated a possible delay to the customer's re-route request with *****.
  - January 25, 2023 at 4:07 PM: “Following up. Please contact ***** to resolve this issue”.  
  - January 25, 2023 5:24 PM EBTH reaches out to ***** to put a trace on both packages.  
  - January 26, 2023 4:00 PM customer calls EBTH for an update and is told we have placed a trace on the package and are working on resolving the issue.
  - January 26, 6:18PM ***** responds, “Thank you for your patience regarding this shipment.  We will monitor this and email you with any updates no later than 1/29 by 5:00 (EST).
       -The January 29, 2023 was a Sunday and Client Services is only available Monday - Friday.
  - EBTH follows up on communication from ***** Monday morning as we have yet to receive an update.  
  - Tuesday, January 31, 2023 customer places complaint with BBB stating EBTH “ghosted” her.
  
  
  *** *****, EBTH made every effort to fulfill your re-route request with *****.  At this time, we have placed the case with our Logistics Team to begin a claim process and communicated this to you in writing this morning.
  
  
  In order to complete the claim process, you will be receiving communication via email so all communication can be documented for insurance purposes.
  
  
  We apologize for ******* mishandling of your package and hope they are able to locate the items and remit.  If this does not occur, EBTH will refund the purchase in full after the claim process is complete with your cooperation.

  Customer response

  02/01/2023

  I will not accept this response until my items show up or I am refunded. I should also be refunded the shipping cost, even if they are found, as this delay is unacceptable.

  

  Business response

  02/07/2023

  Good Afternoon,

   

  Our Logistics and Claims Department has received communication from ***** that we successfully filed a claim.
  
  Everything But The House has refunded both ********* & ********* and the customer has received confirmation emails.

  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. ↩