ComplaintsforEverything But the House

• Initial Complaint

  01/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is an on-going issue that has been taking over a year and a half. On Aug. 3, 2021 I won an online auction bid with for a wood cabinet but when it came to the house it was not the correct size and would not fit. Immediately, I began trying to contact them but they made it incredibly hard to find help. When I did find the help site, Jason W******, Client Service Specialist, contacted me by phone and email asking me to take pictures, showing the actual measurements. I sent them. He and his manager agreed that there was a mistake while cataloging the item. Their solution was to pick up the cabinet and give me a gift certification for the price of the cabinet, $170.00. I told them this was unacceptable and I wanted my money back. I asked to speak to someone higher up. I spoke to Marie B******. She informed me by phone that in the buy back of EBTH, they setup the company so they could not write checks and I would be lucky to get a gift certificate. She offered to have the field project manager setup a date and time to pick up the cabinet. Nothing was mentioned about how I would get the refund. Without notice, the next day, as I was leaving for a Dr. Appt, there was one young man with a small trailer attached to his car at my door. He was sent to pick up the cabinet that took 3 professional movers to bring into the house. I told him the cabinet measurements and that he could not fit it in his trailer. Then he left and there was no further communication. I asked to be passed onto someone else up higher. I was sent to Robert R****. I contacted him in Oct but did not hear from him until Dec. Mr. R**** said he would send someone to pick up the cabinet and that I would get a refund but never said how I would get the refund. I emailed multiple times and he then began playing games and then in the end he said that evidently I wanted to keep the cabinet and that it would be my responsibility to return the cabinet at my cost. He then quite answering my subsequent emails

  

  Business response

  01/30/2023

  EBTH has discussed this issue multiple times with Ms. ****** and unfortunately it continues to result in no change. Ms. ****** purchased the item in question from EBTH and, upon her win, arranged and paid for her own shipment of the item from EBTH to her home. She contacted us to advise that there was an issue with the measurements of the piece. After speaking with a representative, we advised that we would be willing to accept the piece back and offer her a refund for her purchase price. Ms. ****** demanded that we refund the amount she paid for shipping as well. The EBTH representative informed her that we were not able to refund an amount greater than was spent with EBTH but offered a gift card for the additional amount. We further offered to send a courier at our cost to pick up the piece and bring it back to EBTH so that we can process the refund. Ms. ****** agreed. When the person sent by EBTH arrived Ms. ****** turned them away. 

  All conversations and escalations since have hinged on the fact that EBTH will not offer a refund for this item if its not in our possession and after Ms. ****** turned away our representative we are not willing to risk the additional cost of sending another. As stated by Ms. ******, this issue has been going on intermittently since the August of 2021. At this point, based on Ms. ******'s written refusal to work with EBTH and it's representatives we have no choice but to consider the matter closed. We regret this outcome and are regularly happy to work in partnership with customers to make situations right. 

  Customer response

  02/19/2023

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

   

  Unfortunately, Mr. R**** continues to respond with incorrect information about my issue and what he has offered.  He has admitted to me, before I contacted the BBB, that he had no emails from me in which to respond to. So, it is evident, when you check the actual emails I sent to you, that he does not remember the details and is misquoting himself. The wasted trip to my home was clearly the fault of EBTH.  It was the result of someone at the company not calling to make sure I could receive them and not checking the size of the cabinet to ensure the correct vehicle was brought for retrieval.  Therefore, the vehicle was the wrong size and not enough people were there to move the very large piece of furniture.   Mr. R*** continues to deflect his company’s responsibility in this and lay blame solely at my feet.  A refund was mentioned a few times but it was always in the form of a gift certificate.  My feelings were and have been that EBTH should give me my money back because they will be profiting from their mistake.  I never would have bought this cabinet if the measurements had been correct.  Mr R**** did tell me to return the cabinet at my own expense if I wanted a refund, and to be honest this made me mad.  Again, he never mentioned the kind of refund I would receive and why I should pay more moving fees when the retrieval problem was their fault to begin with.  In Mr. R****’s first response to the BBB, he claimed that he offered me a gift certificate for the additional costs.  There are no emails to support this claim and no phone conversations.  In fact, he never responded to any of my last emails.  In those emails, I reluctantly agreed to his terms of settlement, which were without the supposed gift certificate for additional costs.  If Mr R**** is willing to have the cabinet picked up at the company’s expense with a properly scheduled pickup time, proper vehicle, and enough people to move the item, plus give me a monetary refund and the gift certificate for additional expenses, I would accept that and consider the matter settled.  
  

  

  Business response

  02/21/2023

  As stated in our last communication, this issue has dragged on with Ms. ****** refusing options provided by EBTH every step of the way. Based on the lack of goodwill show by Ms. ****** in this transaction and our attempts to rectify the situation, EBTH will not be taking any additional action at this time and considers this matter closed.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  EBTH advertised its cutlery set as '*********' in its title. There are many manufacturers of *********, some expenseive and some very cheap, but all have the ********* stamp on the pieces. So I thought it was a ********* of some sort. But it isn't . Its just a cheap brand made in China that has no ********* stamp. there are many ********* cheap chinese brands, but they are valid as they have '********* on them. There is no ********* anywhere on any piece of cutlery. It tries to look like one of the ********* designs, but they should not have advertised it as a ********* as it is not. EBTH advertised it as ********* as opposed to 'the style of *********'. I would never have paid so much if I had known it was completely fake.

  

  Business response

  12/23/2022

  Good Afternoon,

  
  We are sorry to hear you are dissatisfied with your purchase.  For reference, below is a link to the flatware set you purchased on December 17, 2022:
  
  
  *******************************************************************************************
  
  
  The listing is titled ******** "********" Wood Handled Flatware Set for Sixteen and goes on to outline the quantity of each type of flatware as well as the pattern.
  
  
  The complaint mentioned in this communication is in regards to the accuracy of the listing.  We have reviewed the listing attributes in order to ensure the bidder had all necessary information to value the set correctly.  Below are our findings:
  
  
  The flatware set is marked ******** in photo 2/6.
  The pattern is ******** as defined by the style in which they were created.  Confirmation of the correct style can be found on www.replacements.com under ********/********-Rosewood (Stainless).
  The quantity is accurate as 16 Knives, 16 Forks, 16 Salad Forks, 16 Spoons, 15 Teaspoons appear within the listing.
  
  
  The customer states, “Its just a cheap brand made in China that has no ********* stamp.”  According to ********knifeshop.com, “Several manufacturers in France make knives under the name ******** and they come with different marks such as K ******** and Lion.  Sadly, some of these manufacturers have licensed their brand to be made in China…” Confirmation of the items origin is seen in photo 6/6.
  
  
  Overall, the listing is accurate as our description was based on our assessment and the listing details match the item.

   

  Customer response

  01/09/2023

  Hi, I think I missed the response email from the business. Sorry, please do not close this out.  They responded that the ******** brand was valid which I am not questioning.  What I am saying is wrong is that ********* is also a brand and that they represented it as (  the said ******** *********). when it is just a ********. There is no ********* brand on the items.  Yes, this is done in ONE of the styles ********* does, ( the bee style) but you cannot put ********* in a representation on the TITLE unless it is a *********.  They should have said 'in the style of *********". under description and NOT IN THE TITLE.  Please continue to follow up as they LIED on this.  thanks.
  ******* ****

  

  Business response

  01/09/2023

  Good Afternoon,

  Thank you for the feedback regarding the listing.

  After careful research, the word ********* refers to a town in France that is famous for making flatware.  Many other company's use ********* when selling their version.  To be clear, ********* is not a brand so adding the suggested information to the listing would not make sense for our buyers.

  EBTH takes pride in listing accuracy and allowing our bidders 5 days to research items so they are knowledgable on what they are purchasing.  If you would like to resell the set, we are happy to send a contract.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Won an on line auction for a pair of 14kt white gold twisted hoop earrings. Winning bid was $82 with $30.16 added for S&H. Earrings came 5 days later inside a plastic bag. Nothing around the earrings for any protection. Big surprise- one was bent and the back post smashed. Multiple calls made and messages left. Email sent. Another surprise - no response. Will never look at their on line auctions again.

  

  Business response

  12/02/2022

  Good Afternoon,

  I am sorry to learn our attempts to communicate went to your SPAM folder.

  November 22, 2022: Item received by customer
  
  November 29, 2022: Customer submitted case with EBTH
  
  November 30, 2022: EBTH Logistics Team emailed requiring statement in writing [Screenshot Attached]
  
  December 2, 2022: EBTH Logistics Team emails again requiring statement in writing [Screenshot Attached]
  
  After a phone conversation with the customer, she requested we copy her husbands email on the thread. 

  December 2, 2022: Same email sent again to both email addresses provided.
  
  December 2, 2022 12:30pm: Customer responded with the statement of damage and photo verification

  December 2, 2022 1:20pm: EBTH Logistics Team reviewed communication and responded with full refund

  December 2, 2022 1:25pm: EBTH refunded invoice in full

  We apologize if the above did not meet your expectations.  We are glad to have been able to resolve the situation.

  Customer response

  12/02/2022

  EBTH has just responded to my most recent voicemail where I told them that I had contacted BBB. They have now issued me a full refund.
  
  Thank you, ***** *******
  Sent from my ******
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sent ******* cards to be sold on their auction site. They decided not to sell them. I asked them to send them back to me but they haven't done so.

  

  Business response

  12/02/2022

  Good Morning,

  The ******* cards were received November 4, 2022. 

  The lot was scheduled for sale on November 16, 2022. 

  The lot was removed from sale on November 21, 2022 due to questionable authenticity. 

  Everything But The House was closed November 24, 25, 26, and 27th for the Thanksgiving holiday. 

  Yesterday, December 1, 2022, the items were marked as Return to Seller.

  Thank you

  

  Business response

  12/02/2022

  Good Afternoon,

  The item has been packed. 

  The routing number is: ************.

  Best,

  Customer response

  12/06/2022

  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

  10/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  sept 28 #********* $ 46.47 sept 26th #*********, $ 47.56 sept 25 #********* $98.67 I want to say normally I never have an issue with this company and use them often. However, when i have asked about these items above ,who are still in the check out area even tho money has let my bank accounts and has cleared on my end . There is no information being given to me about shipping as of yet. Normally about 10 days it takes to receive an item . However these items are not even into shipping yet. If payment hasn't been accepted i usually get notified. I have called and emailed about these items with no answer as to what is going on. Would like help on figuring out what is going on? also why is shipping so high now. **** *******

  

  Business response

  10/07/2022

  Good Afternoon,

  We are so sorry your order has not arrived and sincerely apologize for the frustration. 

  We located the invoices and found successful payment on each but our system was not treating them as such.  This is why they have not left our facility.

  After partnering with our Engineering Team, we were able to change the invoice status and they are now preparing to ship.  When the items receive shipping labels, you will receive email communication containing tracking information. 

  You are welcome to reach out to our Client Services Team for further questions or review the 'Won Items' tab under your account for more information.  

  Again, our apologies and we appreciate you bringing this to our attention so we can ensure it does not happen to other customers.

  Best,

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered items listed as lab created diamonds with the disclaimer a gemologist did the evaluation. The rings needed to be resized so they were taken to jewelers. The jewelers looked and had their gemologists examined and they determined they could not resized the rings due to the stones being unidentifiable and not diamonds, lab or real. Not even moissanite or sapphire. I paid for the rings as listed and trusted a large auction house would take responsibility. I called numerous times and filled a claim twice but have not received an email or phone call. They are uninterested in resolving the issue so I feel legal experts will have to be involved. After being absolutely excited about what I had purchased, I was humiliated finding out I had been trusting then duped. There better not be a message like others I have seen on here stating they tried to contact me either. Trust that I want all the money back so I’ve been waiting for someone to reach out. Do not trust EBTH and what they claim to be real. Someone even purchased a “lab grown” ring for over $300k. With the shady listings, I wish whoever purchased that with better products than I received.

  

  Business response

  08/25/2022

  Good Morning,
  
  
  We are sorry to learn the customer was unable to get a hold of our Customer Service Department.  Yesterday, EBTH received 2 phone calls and 2 emails from the customer.  We do our best to answer all incoming calls and communication but if unable, we make every attempt to reach out within 24hrs.
  
  
  From the received communication on both the BBB and in writing, we understand the customers jeweler takes issue with the following 4 invoices:
  1. #********* - 14K 1.95 CTW Lab Grown Diamond Ring
  2. #********* - 14K 1.59 CT Lab Grown Diamond Solitaire Ring
  3. #********* - 14K 1.00 CTW Lab Grown Diamond Ring
  4. #********* * 14K 0.52 CT Lab Grown Diamond Solitaire Ring
  
  
  All 4 items were evaluated and verified by a GIA Graduate Gemologist at EBTH.  EBTH stands by our listings and we do authenticate and validate every item for sale on our website.  Prior to listing an item, each piece is examined thoroughly and the attributes listed accordingly.  As well, authentication efforts are made through research and stylistic analysis.  Once these and other processes are complete, we place the item for auction.  
  
  
  To show all 4 rings contain lab grown diamonds, EBTH will send the customer 1 shipping label and pay to have the items mailed back to EBTH.  Upon receipt, EBTH will provide documented and photographic evidence using a Yehuda Lab-Grown Diamond Detection Device.  The device has 100% detection rate and was used at the time of listing.  
  
  
  A representative from EBTH will be reaching out to email the shipping labels shortly.

  Customer response

  09/15/2022

  Hello,
  
  After my review on BBB, I received assistance and have since sent my rings back. Upon receiving them, EBTH tested and verified the jewelry and are sending them back to me with the verified paperwork and proof. 
  
  Is it possible to retract the statement or confirm the company did end up helping resolve my issue?
  
  Thank you!
  
  ******** ******
  

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After becoming disabled 6 years ago and needing to generate income from home, I began buying ******** jewelry from EBTH, and opened a shop on ****. I paid more because EBTH claimed the pieces were Gemologist Certified and it was extremely important to me that the items I sold were exactly as represented. Since January, I have had several returns because the items were not ******** so I began testing my 500+ items. I am astounded. MANY pieces are fake. My sales are down 70%, my reputation locally has been shattered. I have spent HOURS testing, going through 6 yrs of invoices to read the items description, then removing it from my shop. EBTH told me to mail the pieces so their Gemologist could evaluate the misrepresented items. I told them they are not understanding the scope of this problem. If they sold Costume Jewelry as ********, how do I know the Stones in hundreds of pieces are as represented? What am I going to do when a client comes back on me? NO GEMOLOGIST looked at these pieces.....I am sick wondering how many of my clients were ripped off. I want every piece they sold me to be inspected by an independent gemologist, full price reimbursement for every misrepresented piece(the price in my shop) and then we need to discuss the hours i have spent, loss of sales and damage to my reputation. As recently as July 26, AFTER I told them of my concerns, I purchased a very expensive necklace which came with a base metal clasp. In June, I purchased a heavy "******** Silver 18k" Bracelet, took time to add it to my shop, only to find it is NOT all ********! They are well aware of the problem because they have changed their language from "This item has been evaluated and verified by a GIA Graduate Gemologist" to "this item has been listed by EBTH using seller-provided information regarding the metal purity and gemstone IDs. No testing or evaluations have been done by EBTH". ************************************** You can't make this sh.. up!

  

  Business response

  08/22/2022

  On March 25, 2022, *** ******** made a similar complaint through our platform.  After receiving the item back, we reviewed the purchase and determined the weights were incorrect - not the ******** material.  The listing included “********” and “metal” in the description but the weight garnered a full refund.  To date, this is the first complaint about other listings.
  
  
  EBTH promises that everything on our platform is authenticated or validated, presented clearly and accurately, and is handled with the utmost care.  Like before, if we listed an item inaccurately, we are happy to review and if a material error has occurred, will refund in full.
  
  
  With regards to the disclaimer mentioned in the customers complaint, EBTH will provide descriptions based on its assessment of an item, as well as information provided to EBTH by the seller of the item.  Not all jewelry pieces on EBTH.com are listed using seller provided information but when they are, EBTH remains transparent so the buyer understands where the information is coming from.  It is at the buyers discretion to purchase an item that has not been reviewed by an EBTH Gemologist. 
  
  
  If EBTH misrepresents any item, we will always take responsibility.  EBTH is not responsible, however, for the customers **** shop.  In fact, our Terms and Conditions state in Section 4 - subsection J “Goods Not For Resale or Export: You represent and warrant that you are buying Auction Items for your own personal or household use only and not fo resale or export”.    
  
  
  EBTH is not going to re-review 6 years of invoices for the customer.  We have Gemologist with decades of experience behind them.  We did review the screenshot from the customers **** client whom the customer says she refunded because an item is not ********: “this item was an unfortunate disappointment since it was displayed with ******** silver, old, with beautiful patina.  This item is a mass produced item that I can buy along the *** ****** River made with cheap ******* silver at best….”  EBTH does not know the context of the customer’s original listing but the ******** material was not questioned - only the age.

   

  Customer response

  08/29/2022

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

  

  Business response

  08/31/2022

  Good Afternoon,

   

  Good Afternoon,

  The reasons presented by the customer are the same as in the initial complaint and have been discussed prior.  We are not sure how to move forward as the customer has not presented evidence that EBTH incorrectly attributed an item for sale on our platform.  
  
  It is important to note, however, in the time since the initial complaint EBTH Leadership has reviewed the customers **** site and would kindly ask her to remove our intellectual property in the form of photos from her shop.  Although the shop is currently closed, when the customer re-opens, we request all photos from EBTH’s website be removed as EBTH is not affiliated with the seller and does not appreciate the work and talent of our photographers being used to resell the purchased jewelry for their profit.
  

  Attached are two examples but more can be found at ******************** on ****.

  Example 1:
  ******* ******** ******** Bracelet sold for $217 on EBTH.com
  Estate ******* ******** ******** Bracelet sold for $484.00 on ********************

  Example 2:
  ***** ****** ******** Heart Ring with Quartz, Cubic Zirconia and Enamel sold for $31 on EBTH
  ***** ****** ******** Heart Ring Quartz Gift Enamel Blue Faceted Stone Art Nouveau Sold for $136 on ********************

  Best,

  Customer response

  09/06/2022

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

  

  Business response

  09/07/2022

  Good Afternoon,
  
  
  EBTH stands behind its listings and the statements made within this complaint. To date, the customer has not shown evidence that EBTH sold pieces that were not as described.  If this were the case, we believe the customers purchase history would not show consistent buying habits dating back to 2016 with the most recent purchase on September 6, 2022.

  
  For clarification, there are more than 2 listings showing EBTH's intellectual property on the customers **** page but only 2 examples provided.

  We invite the BBB to contract an independent gemologist, review the listings against the customers purchases, and communicate the findings publicly.

  
  Otherwise, we are sorry we cannot come to an amicable resolution and consider the matter closed.

  Customer response

  09/13/2022

  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

  09/15/2022

  EBTH,
  I trusted you. I championed you, telling others of a fantastic trustworthy online Estate Sale Company. Over the years, I felt you were part of ********************. When I received a package that was not mine, I took the time to contact you and return it. You heard from me only when I had a valid issue about weight or damage. You have profited over $100,000  by not only my purchasing, but also bidding up prices. I have argued with clients on your behalf, telling them “all pieces are Gemologist Certified“ and have misrepresented hundreds of items due to this misplaced trust. Yet, I did not Contact BBB until after you refused to meet with me. I have not gone public, nor have involved the FTC.
  To discover you intentionally misrepresented items consistently  for 6 years,  causing me 100s of hours of work, thousands of dollars, and ultimately, the cancelation of local events and closing of my **** shop, devastated me.  My **** shop reflects but a portion of lost income and it will take months, if not years, to earn people’s trust and
   If you had nothing to hide you would not have:
  •Changed Buyer Agreement in May, 2022, to preclude reselling items purchased from EBTH 
  •In July of 2022, stopped including authentication as to Purity of ******** Silver and Gold on many Jewelry listings ( I see you have since hired a Gemologist)
  •Turned around and pointed the finger at me for copying photos of items that belong to me.  I have never seen anything forbidding that (unless you recently slipped it in somewhere) . 
  
  I have purchased consistently from you since 2016 up until I was sure of the scope your deception in late July.  The only purchase I made since that time is a rare 1930s ******** Silver Set made *** ***** ***** ** ********, assuming you are being stringent in your testing at the moment. 
  *********************************************************************************
  It is unfair or deceptive to misrepresent that an industry product contains silver, or to misrepresent an industry product as having a silver content, plating, electroplating, or coating. 
  
  BBB
  I believe the following is fair compensation and grants EBTH an opportunity to avoid public embarrassment and FTC scrutiny:
  1.I will take 6 pieces to a jeweler (BBB in ********** can select) in ********** to be tested.  
  2.If 2 or more of the 6 items are not as represented,  EBTH will pay for the testing of the 6 items and all other questionable pieces of jewelry at my discretion.
  3.EBTH will further pay the cost of authenticating all artwork purchased including, but not limited to:  ***** ** ****** ******* ***** Watercolor Painting; ***** **** Abstract Portrait Acrylic Painting; **** **** Oil Painting “Bob,” 2021; 3 ***** *** Offset Lithographs from “The ***** *** Poster Book”; ******** ****** ********* “L’âge viril”, 17th Century.
  4.EBTH will purchase any misrepresented items at the price in my **** shop, or double purchase price if not yet listed.
  5.EBTH will pay me damages in the amount of $50,000 + $470/week until matter is settled, .

   

  Customer response

  09/18/2022

   

  I will take items to a local jeweler and proceed from there.  This is not one misrepresented item. There was ongoing intent to mislead consumers. You say EBTH only refunds in amount of sale.  Really? Then why not continue?

  Please tell me next steps for arbitration. 

• Initial Complaint

  08/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  EBTH sold me a damaged art piece totaling $7,060.72 and refused to refund me. On 7/29/22 the art piece was delivered to my home by Moses (hired by EBTH) unwrapped with a piece of loose cardboard on the backside and nothing on the front. While the art piece was framed and had a plastic/plexiglass/acrylic front, there were many scratches and nicks on the photograph itself. I contacted cust service while Moses was present and spoke with Hannah B *****. I also took photos and video of the art piece that day. I advised her that it was severely scratched and that it was not how EBTH represented it on the website. Hannah told me to fill out a damage claim (**********) and asked me for pictures and video of how the piece was delivered, and I did. I received another email from Trevor at EBTH asking for a photo of the back of the frame and if the art piece had been taken out of the frame. I emailed him a photo of the backside of the frame and advised him that it did not appear that the photograph had been removed from the frame. Trevor said he would be reviewing it with the Description Dept. Subsequently, I obtained Ring video footage of Moses delivering the art piece to my home on 7/29/2022. The video footage shows that the art piece was delivered without any box/wrapping and that there was no paper on the backside of the frame as advertised on the website. On 8/4/22, Amanda at EBTH wrote “We noticed several discrepancies in the photos provided compared to the EBTH listing. Due to the discrepancies we are unable to accept a return, proceed with a claim or offer a credit at this time. Have a great day.” EBTH didn’t take responsibility for the damaged piece. It appears that EBTH is trying to insinuate that I removed the backing of the photograph and replaced it with a damaged version. Fortunately, my Ring video footage proves that there was no paper on the backside of the frame as advertised on the website. (see Ring Video) (copies of photos, emails, pmt info attchd)

  

  Business response

  08/15/2022

  Good Morning,

  
  EBTH does not disagree with the customer's timeline of events. 

  
  The refund was denied for the following reasons:

  
  1. The customers photo shows a wire going across the piece horizontally.  EBTH's listing photo shows no wire present.
  2. The customers photo of the D-rings holding the wire in place are not the same D-rings shown in the back of EBTH's listing.
  3. The placement of the D-rings in the customers photo are positioned differently in both spacing from the top and subsequently the direction on the piece.
  3. The customers photos shows a black and white casing.  EBTH's photo shows a black backing.

  
  Attached are comparison photos for review.

  
  EBTH has not received Ring video footage of the delivery nor is it attached to this complaint as stated by the customer.  EBTH has only received video footage of the item already in their home and taken on a personal cellphone.  
  
  Please email a copy of the Ring video footage to the email thread already in use with EBTH and our Director of Client Services will review.

  

  Business response

  09/12/2022

  The following email was sent in response to the customers email received Friday, September 9, 2022:

  
  Good Morning Mr. ****,
  
  
  I read your recent response on the BBB but their website is not giving me the ability to respond.
  
  
  For clarification, the timing issue is on the BBB's website.  Both responses were made on September 7th.  The one on the BBB website was made in the morning and the one in this email thread was made in the afternoon. 

  I have requested the check be overnighted and am awaiting tracking information.  As soon as I have it, I will respond to this thread since the BBB's website will not allow a response from EBTH with the aforementioned information.  
  
  
  Have a great day.
  
  Later that afternoon, I replied with the tracking information for payment:
  
  The tracking information for payment is **** **** *****

  Customer response

  09/12/2022

  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.
  
  EBTH sent me an email on 9/9/2022 stating the following:
  Good Afternoon Mr. ***** The tracking information for payment is **** **** ****. Please let me know if you have any questions or concerns.
  
  As of today, 9/12/2022 at 12:35pm PST, the Fed Ex package/check has not been delivered to my home.
  

  Therefore, the issue is not resolved until the aforementioned is addressed and the money is refunded.
  

  Regards,
  
  ***** ****
  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Material errors in the descriptions of items I bid on and won. EBTH has been unresponsive. Demand for refund of sale, including shipping and all other fees assessed to the sale. Previous purchases of tanzanite items were as described, and was very happy. These items appear to be coming from same maker, and I suspect EBTH is acting as a retailer vs reseller. Disappointing. #********* ******** ******* Cluster Ring - NOT ******* (genuine nor synthetic); blue glass June 16, 2022 $118.33 ********** ******** Rhodolite Garnet and Pearl Foliate Earrings - NOT rhodolite garnet (genuine nor synthetic); purple glass June 18, 2022 $72.34 ********** ******** Pavé Cubic Zirconia Teardrop Pendulum Earrings - NOT CZ; glass June 22, 2022 $111.21 -------------------------------------------------------------------------------------------------------------------------------------------------------------------- #********* 10K Sapphire and Diamond Ring - currently being appraised/unsure; possible problem June 22, 2022 #********* 10K *******, Sapphire and Diamond Ring - currently being appraised/unsure; possible problem June 22, 2022

  

  Business response

  07/01/2022

  Good Afternoon,

   

  We are sorry to learn you are not satisfied your purchases or our contact timeline.  

   

  We searched out system and see where you emailed today, July 1, 2022.  To date we have not received phone calls from the number on file.

   

  Furthermore, on June 28, 2022, you disputed the charged associated with ********* & ********* with the reason, "Your customer says they didn't receive the purchased product".  

   

  EBTH elects to represent on the dispute and as you have placed a third party for mediation, there is no further contact with EBTH between now and the time of their determination.  The BBB will need to close this case as they cannot intervene in personal banking matters.

   

  Finally, when a customer disputes a purchase for any reason, the account is temporarily suspended until the dispute is settled to prevent future bidding.  If you require bidding history, please refer to the confirmation emails received when you win and item and when you are invoiced successfully.

   

  Thank you.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this item from EBTH. (***********************************************************************************************************) The auction ended 6.11 and I picked up the item on 6.18. Based on the listing photos/details, it appears to be an old table that needs some attention, but is in mostly 'ready to use' shape. I pick it up from their Blue Ash location, and the lady who wheeled it out to me kept going on about how cute it was. I think she called it "darling". I mention that I have a small house and it's just the right size for my dining room. Her eyes get big and she says nothing else. I thought it was odd, but didn't think much of it at the time. As I'm unloading it, I notice a smell - a combination of old/musty and some type of solvent based scratch cover (ie Howard's restore a finish). I decide to wipe it down with a vinegar/water solution and let it dry in the sun before bringing it inside. I start wiping it down & a greenish brown sludge begins to appear. The solvent smell gets stronger, then gets replaced by the skunky, foul odor of animal waste (like a dirty animal nest). Someone, either EBTH or the estate they represented, attempted to cover it with scratch cover to make the table presentable enough to sell. There were no disclosures on the item page (description mentioned finish loss, water marks and missing drawer) or the main sale page (talked about the collector/his collection, nothing more). I contacted EBTH and they apologized for the odor (only) and refunded my money. They have not acknowledged the animal waste or associated health risk even though it has been mentioned by me in each interaction. The employees behavior leads me to believe the organization knew the condition, but still said nothing. If this is was the state of one item, what was the true condition of the other items? How many other times has this happened? How many other people unknowingly have items in their home in this condition purchased from EBTH?

  

  Business response

  06/23/2022

  Good Morning,
  
  
  Thank you for bringing your experience to our attention. We take customer satisfaction seriously and have reviewed the comments in this complaint. We apologize your experience with EBTH has not met your expectations as customer satisfaction is our top priority.
  
  
  EBTH agrees with the timeline presented and understands the customer's request to ‘notify all auction winners of the potential health risks their won items may pose as a result of their neglect to properly disclose’. Per our Terms and Conditions listed on EBTH.com, ‘you are aware that, unless otherwise stated, the items sold on EBTH.com are not new nor in perfect condition, may have patent and/or latent defects, may require touch-up or repaired prior to use and the available information about these items may be limited’. In regards to this purchase, EBTH had no knowledge of animal excrement in the item's history. EBTH did not smell odor nor see damage eluding to animal excrement upon receipt and processing. If an item is in poor condition, EBTH simply elects not to sell the item.  
  
  
  When the customer's experience was brought to our attention, EBTH apologized and refunded the item in full. EBTH understands the hazard animal waste can present and takes legal/civil guidelines seriously. Had EBTH known what was under ‘8 buckets of cleaning solution’, we would have not sold the item. EBTH has no intention of placing our employees or customers in a harmful situation.
  
  
  We appreciate the communication concerning the experience and will continue to strive for transparency in our listings while keeping our customers at the forefront of operational procedures.

*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. ↩