ComplaintsforEverything But the House

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased item was not authenticated before sales according to listing , when I questioned the item as being legit they sent me a authenticity card and changed the listing to reflect as much after the purchase had been finalized by 2 days , I requested a third party verify this and was informed it was now my responsibility to have this performed . I inquired who they used and was told it was handled by them not a third party . My answer to my questions were evasive and was instructed to look at other web sites selling items to verify ! If this is how they verify I informed them I did not trust this process nor the fact that they changed the listing after the fact when I asked if they were selling fake items . I have a copy of listing before and after the sell as well as a mangers email stating that it was human error that it had been omitted , if this is so why add it afterwards ? I have been hung up on by 1st advisor and the director refused to let me speak to anyone above her , I am being told they have the last say to the authenticity and their errors along the way have nothing to do with the authenticity or bad faith just mistakes they are making. I requested returning the item and they refused even though I fell they have severely mislead and misinformed me along this process. How can you verify your own product by utilizing other persons websites as justification?

  

  Business response

  06/16/2022

  Good Morning,

  EBTH promises that everything on our platform is authenticated or validated, presented clearly and accurately, and is handled with the utmost care.  When the customer states, “we changed the listing”, he is referring to the Certified Authentic emblem placed on our listings and attached to this response. Our ‘Certified Authentic’ marketing seal was added after noticing it was overlooked during the listing process.  Missing the Certified Authentic emblem was human error - not a determination or insinuation the bag is not authenticate.  The feature in itself is a copyrighted emblem that appears at the top of all luxury listings as a reminder of EBTH’s brand promise.

  
  The customer stated he had taken the bag to a ***** ******* store who had questioned the authenticity. “This item might be fake do to ***** ******* customer service rep did not about a 65 , checked with local store at ******** Mall here in ******* . Authentication of this item is requested being that selling or purchasing fraudulent items is against your policy as well as legal ramifications , thank you in advance.”  EBTH’s response was a reminder of our brand promise: EBTH promises that everything on our platform is authenticated or validated, presented clearly and accurately, and is handled with the utmost care.  In addition, an item’s authenticity is implied by the auction listing because EBTH does not sell inauthentic pieces per our brand values.

  
  The customer followed up, “Also spoke to a clerk at ***** ******* in ******** Mall states she did not know about a 65”.  Per ***** ********* policy, ***** ******* forbids its personnel to authenticate any handbag and they are not allowed to comment on the authenticity of a handbag due to liability.  A customer can, however, send a bag to their facility for review.  The items authenticity will be determined by a ***** ******* expert - not a sales associate. 
  

   

  The customer stated his reason for believing the bag was not authenticate, “Please review following pics , this stamp is not on the bag I received , I have verified many of the attributes you show on your web site but these bag have this stamp on the side straps missing on this bag !”  As a courtesy, EBTH reviewed the photos and listing to outline the reasons for authenticity:
  1. This bags size correlates with ***** ******* sold inventory during the 1990s.  Fake ***** ********* are typically made in a different sizing.
  2. ***** ******* has changed the placement of stampings throughout the years, especially in the 1990s. This handbags style has the stamp in the interior by the opening of the pocket.  This correlates with bags from that era and is inline with ***** ******* standards.
  3. ***** ******* began using the capital "F" in late 1991. This bag is from 1996 and presents the capital ‘F’ correctly, with the correct spacing between the letters, and with the correct font sizing.
  4. Fake ***** ******* bags can be identified in the heat lines on the leather.  The bag placed up for auction has clean lines with no threading running off the edge and the correct ratio with correct threading material used to sew the item.
  

  The customers claims an associate from EBTH hung up on them.  The customer spoke to two Client Services representatives, a Supervisor, and the Director of Client Services.  All associates reiterated the bags authenticity and no one disconnected the line before the customer did.
  EBTH may accept returns in cases of material error in the item description made by EBTH.  As seen, this did not occur and EBTH stands behind its listing as well as the bags authenticity.
  

  If the customer would like to send the bag to ***** ******* for formal authentication and the bag is determined to be inauthentic, EBTH will refund the customer and reimburse for any associated expenses.
  

  
  

  Customer response

  06/21/2022

  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.
  
  The item needs a third party certification , EBTH failed to list item correctly and when brought to their attention stated human error and added authetification seal after sale had ended. Maybe certification could be human error , if a third party is required by myself to dupe there certification the I request they have it verified by ***** ******* and pay for the expense necessary to do so or except the item and refund monies. If it is not much to ask from me by them , then the reverse she be just as true .

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

  

  Business response

  06/27/2022

  Good Afternoon,

   

  As of June 17, 2022, *** ***** disputed the charge with his credit card.

   

  At this time, EBTH is working with a third party to mediate the situation and will await the resolution from the bank.

   

  There is no further communication that can occur when a dispute is put in place as the merchant is prevented from taking further action.

   

  Regards.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several artworks that were described as paintings from Everything But The House on April 27, 2022. However, I noticed several days later that they listed a nearly identical artwork on their website. I asked ****** M. at EBTH for clarification, and she disclosed that both artworks are in fact prints with "embellishments." None of the item descriptions say the artworks are reproduced copies or prints. - EBTH describes the items in lot ********** as "Ink and gouache painting on paper" and "Lot includes a gouache-embellished serigraph." This is the lot I bought, and at this point I didn't know which artwork was the painting or serigraph. - EBTH describes the items in lot ********** as "watercolor and gouache paintings." This is the lot that raised my suspicions, because EBTH tries to pass off the same print as a painting. In my view, EBTH tried to pass off reproduced prints as original paintings. I have training in art history, so I understand clearly what the terms mean. ****** said that "serigraph" should indicate that the artwork is a print, but EBTH never said which artwork was the serigraph. It is clear the artwork has multiple, reproduced copies, and EBTH never disclosed that in the item descriptions. In fact, EBTH continues to pass off the same print as a "painting" in the other listing. ****** said EBTH stood by their listings, so any discrepancies appear to be intentional, not errors. EBTH would not void the transactions and shipped the items before we could resolve the issue. I have not yet received the actual artworks, and I'm expecting another lot I purchased ************ to arrive. This is my first time purchasing from EBTH, so I was willing to work with them. I offered to return all the lots I purchased *********** and ***********, but EBTH refused to work with me. I hope BBB could help in some way.

  

  Business response

  05/09/2022

  Good Morning *** *****

  We are sorry to learn about the listing confusion, specifically in regards to your first 2 purchases.  After reviewing the website, we understand the skepticism and appreciate the feedback regarding the listing of similar items.  Our team of 5 Art Catalogers are all trained with years of experience but do sometimes use different words to describe the same piece.  We can see how that would appear as dishonest but hope with the following explanation there will be clarification around your purchase and your mind will be put at ease.
  
  
  On April 27, 2022, you won two lots of artwork:
  ITMGD67731: Chinese Gouache Painting and Gouache-Embellished Serigraph of Ducks.
  ITMGD67743: Chinese Watercolor Painting of Hornbills and Tropical Foliage
  
  
  Both lots are heavily embellished prints with only the basic outlines printed and then colored by hand.  This skill type is considered ‘embellished’ or ‘mixed media’.  The piece began as a print with ink outline and was then embellished with watercolor fulfilling the definition of 'mixed media'.  The verbiage used is a stylistic preference of the individual cataloger and simply a matter of semantics.  Another example is seen when oil paint is used over a giclee.  In the same way, the print becomes a template and acts as a quick way to perform what is called under painting.
  
  
  We appreciate you making us aware of your negative experience.  We strive to provide excellent customer service and I apologize if the first explanation was not clear.  
  
  
  Please let us know if you have any additional questions, concerns, or comment.

  

  Business response

  05/13/2022

  Good Afternoon *** ****,

  EBTH received communication that you have disputed the two purchases outlined in this BBB thread. 

  The bank reported it as "the cardholder does not recognize this charge and reported it as fraudulent'. 

  Since you have elected to use a third party mediator (bank/credit card company) to resolve the issue, there is no further action on behalf of EBTH.  In addition, all communication on the BBB platform, along with their subsequent involvement, ceases immediately.  The account and cards are deactivated (as automatically happens with a customer claims fraudulent charges) and all future communication will need to go through your bank.    

  We wish you all the best in the future.

  Customer response

  05/14/2022

  ****** ******** *******
  
  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 offered to refund me fully, but has not fulfilled the proposed offer.

  - EBTH indicated that they would cease communication on BBB. I will defer to BBB as to how the complaint should be handled.

  
  Regards,

  ***** ****
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They advertised and claimed the two pearl necklaces for auction as ******** **** ****** genuine pearls. I tried to have them appraised, only to find out that they are indeed not ******** brand pearls and they are fakes! They also were advertised as lengths that they not. I’m seeking full restitution for the two necklaces, shipping, handling, and any costs pertaining to these bogus products!

  

  Business response

  04/14/2022

  Good Afternoon,

  We are sorry to hear our customer believes the items are not real ********.

  We received the complaint yesterday at 12:54pm and have begun partnering with our Gemology Team to review the listing.

  If the customer could please send the paperwork from the appraiser refuting our authentication, this would be very much appreciated.

  Regards.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 14th, I bought a pearl necklace on auction from EBTH for $273.18, including fees and shipping. (******* * *********). The pearls were described as "gray", but from the photos they appeared to have just a light gray tint. I was surprised when I received them by how UGLY the pearls look. I immediately realized I couldn't give the pearls to my wife for our ten year anniversary as I'd planned. The gray is much darker and duller than shown by the photos, and they have many significant scuff marks. I realized how purposefully deceiving the posted photos were -- in hindsight, it's obvious they used a bright flash to make the pearls appear lighter and shinier, and the photos were slightly out of focus to hide the extent of the scuffing. It had to be deliberate, as photos taken by just my smartphone turned out much more accurate. I emailed EBTH, attaching my photos so they could compare with their own, and requested a full refund, with return shipping paid. In response, they referred to their disclaimer that colors can look different on devices with different settings and that pre-owned jewelry could have "minor markings/imperfections". However, I had looked at their photos on several devices and monitors, and the color in the photos never looked accurate, plus their photos hid the extent of the scuffing. They said, "we use flash and professional photography techniques to highlight the items" - admitting, apparently, they aren't even attempting to take accurate photos. They offered to refund me $40 and to relist the necklace for auction on their site. $40 isn't nearly enough, and I'm not going to be complicit in hoodwinking another buyer. As their customers have no opportunity to examine the merchandise in person, an online auction house like EBTH must use accurate photos! You'd think they would want to make sure their customers know that what they'll receive is what they expected. I continue to request a full refund of $273.18, with return shipping paid.

  

  Business response

  04/11/2022

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

   

  We take customer satisfaction seriously and are glad to hear from you.  First, we would like to apologize for the frustration you have experienced.  We want you to know we appreciate your feedback regarding the pearl listing and have reviewed the complaint with our associates and gemological staff.  
  
  
  EBTH uses a combination of photos and written description of every item sold on the platform.  All items are sold ‘as is - where is’ and the items sold on the site are not new nor in perfect condition, may have patent and/or latent defects, may require touch-up or repairs prior to use and the available information about these items may be limited.  Buyers should not assume that our assessment of condition will be the same as their assessment.  It is the buyer’s responsibility to read and review all description and images of an item before bidding.
  
  

  EBTH uses dead heat lighting in order to illuminate the piece in its entirety.  Upon receipt and with the use of a cellphone and other artificial lighting, the contrast appears yellow and thus the gray is more present.  This is why EBTH used the word ‘gray’ in the listing - otherwise we would have said ‘white’, ‘off-white’ or let the photos speak for themself.
  
  
  EBTH took every precaution to communicate the pearls current color and condition to the perspective buyer.  EBTH may accept returns in cases of material error in the item description made by EBTH.  We apologize *** ******** is unsatisfied with the purchase but EBTH cannot find fault with a material error in the listing.
  
  
  EBTH does not agree with the narrative of ‘hoodwinking’ buyers and is proud of our 2.5 million bidder base.  We would like to make it up to *** ******** by offering a 10% flat rate commission, the lowest available commission rate, to resell the necklace. 
  
  
  We will continue to do everything we can to improve our buyers experience and apologize for the inconvenience.  For review are photos of our listing with the above information circled.

  Regards.

  Customer response

  04/25/2022

  Hi Ms. ******* -- In their response, EBTH offered to take a commission of only 10%. I'd like to accept that offer.
  
  Thanks,
  ***** ********

• Initial Complaint

  04/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The seller misrepresented the painting listing* ********************************************************************************, including the color and brush stroke. I purchased this painting on the assumption of the photographs (please see invoice). The frame color was misrepresented as a softer, more rose gold. The painting that I received is a much more yellow, brighter, almost painted color. The painting brush strokes are also misrepresented. As you can see in the clouds, the paint strokes in the photo on the website are diffuse and well-blended. The painting that I received has distinct, unblended brush strokes. I received this painting today and immediately called in about the issue. I asked to return the item and I provided photos. They denied the claim with the attached reply. I would like a refund.

  

  Business response

  04/04/2022

  Good Morning,

   

  EBTH has reviewed the complaint from *** ***** and stands behind its listing. EBTH uses neutral lighting and evenly exposes an item when taking photographs.  Dead heat lighting is an industry standard practice and we have been following this procedure for 10+ years.  As well, while we represent items accurately on our site to the best of our ability, the color calibration of computer monitors can vary, causing colors to appear slightly different from one monitor to another. Due to this, please note that precise color representation is not always possible.

  We are apologize for the inconvenience.

  Customer response

  04/04/2022

  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.
  
  

  Claiming 'industry standards' technique is not a valid reason for color representation. Simply stated, it does not represent reality and the photographs are misleading. Color is not the only misrepresentation but brush strokes as well. The brush strokes are represented a having diffuse, soft edges. There is blending in the clouds and mountains. I purchased this piece believing it to be a work demonstrating this more advanced artistic technique. In reality, the piece's brush strokes are crude and unblended, as best demonstrated in the clouds and mountains. I have never before received something that was misrepresented to this degree and have never submitted any previous BBB claim.

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

  

  Business response

  04/05/2022

  Good Afternoon,

  Attached are 4 photos from the listing (only four are allowed to be uploaded).  The photos show a yellow frame and paint strokes used in the original painted piece.

  EBTH provides descriptions based on its assessment of an item.  However, buyers should not assume that our assessment of condition will be the same as your assessment.  It is the buyers responsibility to read and review all descriptions and images of an item before bidding.

  Regards.

  Customer response

  04/05/2022

  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.

   

  EBTH claims that buyers “should not assume our assessment of condition will be the same as your assessment.” How is the buyer to assess the condition of the piece before purchase? Their only recourse is the photos provided by EBTH as the company says themselves in their reply: “It is the buyers responsibility to read and review all descriptions and images of an item before bidding.” EBTH puts the sole responsibility onto buyer to assess the piece accurately based only on their inaccurate photos, then denies any responsibility after the fact.
  

  Simply stated, you photos misrepresented the piece causing buyers to believe the frame and artistic skill (shown through brushstrokes and blending) were different than reality. Company policies like “buyers should not assume that our assessment of condition will be the same as your assessment” on online-only purchases is a free pass for fraud. 

   

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

• Initial Complaint

  03/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello I have. Been trying to get in contact with EBTH for the last week about three packages I paid expedited shipping for that never were received. no one has gotten back to me through email or telephone and ***** says there's nothing they can do since the last known tracking info was over 7 days ago. I am so frustrated I spent 600$ for nothing! I'm ready to take this to small claims court if in 2 days I still don't get help from ebth

  

  Business response

  03/23/2022

  Good Morning *** ********,

   

  Thank you for the email.  We take customer satisfaction seriously and are glad to hear from you.

   

  First, I would like to apologize for the frustration you have been experiencing recently.  I want you to know we appreciate the feedback.

   

  I am happy to say we received your communication through email as well as through our NPS company rating system on March 21, 2022.  Yesterday, March 22, 2022, our Logistics Representative, Tori G*****, responded to your email stating:

   

  Hello ****,
  
  I hope you are having a good start to your week. I am reaching out today regarding your three missing invoices. I did proceed with a claim for each of these packages with *****. However, the tracking for two of these items, states to contact ***** to manage your deliveries. If you do check the tracking, you will see that it states they attempted delivery. I will update you as soon as I hear back from *****. Please contact ***** so we can attempt to get the packages to you.

   

  In addition, Tori resent the communication a few hours later.

   

  Both email communications went successfully received at ****************** but sometimes they go to the SPAM folder.

   

  When you get the opportunity, please check the SPAM folder for an email titled, "The 3 items I ordered were expected to arrive last week. *** ** came on the 9th but havent returned since,and there's no updates when I check the tracking. I also paid for expedited shipping on all 3 orders. Please fix this thanks"

   

  Regards.

   

   

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They sold my items and did not account for them sending me less than half of what they brought at auction. They sold me two pieces of jewelry as 14k and they tested as 10k. Despite proof of testing they did not respond.

  

  Business response

  03/17/2022

  Good Afternoon,

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

  I have now purchased a second piece of jewelry sold as 14k that is 10k as was the bracelet. I will be speaking with my attorney this afternoon. 
  ****** *******

  On February 17, 2022 at 10:02AM the Director of Client Services responded in writing:

  Good Morning Ms. ********
  
  I am sorry to hear that your experience with our company has not met your expectations.
  
  Customer satisfaction is our top priority.  After reviewing communication between my associate* *******, and you, I do not see any identifying evidence the bracelet and ring tested 10K.  A text from a jeweler will not suffice.  This is why we asked for the item(s) to be returned.  EBTH uses an XRF machine to provide a digital readout of the gold content.  This readout is accurate to the 100th degree.  
  
  If you would be so kind as to return the items to EBTH, not only will we pay for shipping but we will also re-test the items in the machine and provide a photo of the readout.  If EBTH is wrong, we will take full responsibility and refund.  EBTH will not be held responsible for you, the customer, giving the item away and not maintaining custody until the situation is resolved. 
  
  As it stands, you, the customer, have denied this request and threatened legal action.  Your threats have brought the situation to a close as there will be no further communication unless you chose to gain custody of said items and return them to our facility at our expense. 
  
  EBTH attempted to resolve the situation amicably but without your participation, we cannot refund.
  
  If you decide to send the items back, please let me know and I will reply with a shipping label.
  
  Regards.  

  Today, March 17, 2022, Ms. ******* followed up with an associate at EBTH:

  I am not sure who to reach out to as my attempts have met with no response. I purchased two different pieces of jewelry that were sold as 14k one was marked 10 when it arrived and one was  acid tested as 10. I submitted that   information from jeweler  to your company .The response was send items back  for evaluation which means you then have item and my money.I would not have purchased or paid that amount if I had known they were 10k. This is fraud per my attorney  I believe I am entitled to a partial refund as compensation. I also filed complaint with BBB. I appreciate any help you might give in this matter before I proceed legally.

  Our response to Ms. ******* is as follows:

  Ms. ******** we appreciate you business and ask for you to please re-check your email, specifically the SPAM folder, for an email titled, "Re: Screenshot 2022-01-14 at 7.57.48 AM:" .  If you would like to respond to the email thread, the offer still stands that if you regain custody of the jewelry, we will pay to ship the item back to us, retest the piece, and act accordingly.

  We look forward to hearing from you.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a 14 karat gold bead necklace that does not have 14 karat gold beads. Only the chain is 14 karat but it was sold as both parts being 14kt. The material of the beads is overtly wrong, lacking appropriate weight or feel of even metal. They refused to except a return or provide a refund at my complaint and instead told me to jump through a bunch of hoops even though it is their responsibility to sell goods as described. I even offered to pay for return shipping if their jewelers would recheck the metal and they disagreed after a second review. When I asked for their attorney of record and a returns address, they would not provide any information for either request and was sent an email from someone unregistered to practice law who implied they were an attorney in the email by stating they were the person legal complaints went to and attempting to use legalese. I had to look the person up in an attorney directory to see if he was or was not licensed to practice.

  

  Business response

  03/04/2022

  As the head of the Client Services department I have reviewed the correspondence between our representatives and Ms. ****** and there are a few items that need attention. The first is the claim by Ms. ****** that the beads are not as described on the website. As EBTH tests all items that appear to be gold for their content prior to listing those items for sale on our site we can be confident that this item is as described. Ms. ******** claim that she can tell that this is not correct by feel was met with a request for a second opinion. This has been our standard practice for the duration of our operation and we would be happy to maintain contact with Ms. ****** were she able to provide documentation that the materials were not as described. As practice, EBTH does not accept returns on items sold at auction unless there is a error in the listing.

   

  Second, Ms. ****** at no point in any correspondence requested our attorney of record. The information related to legal inquiries, if still needed, can be found in our site use terms and conditions. In the same sentence of this complaint Ms. ****** asks for a return shipping address. As EBTH is not accepting a return on this item at this time we would be remiss to provide an address for Ms. ****** to send her won and paid for item to us without our consent to receive it.

   

  Lastly, at no point did any of our representatives claim to be or allude to the fact that they were attorneys. What was stated was that legal matters are escalated to management. There was no legal language other than a reference to our terms in response to a question asked by Ms. ******. 

   

  EBTH is happy to continue to work with Ms. ****** to resolve her complaint and in order to do so we need documentation from a professional stating that the material in the necklace is not as described.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a gold watch that was advertised as in working condition for $752 US and the total cost with exchange, delivery, ***** brokerage fees, and importation taxes $1138.69 ******** (***.). The watch was not in working condition. In writing I was told that EBTH would reimburse me up to the cost of the item $752 US and I needed to provide a repair estimate. I did so and a manager refused to honour the written agreement and demanded rudely in my opinion that I return the watch. However, I had followed their instructions and I had mailed the watch to the repair company for an estimate. I did not have the watch and they refused to pay the $752 US. The estimate was $1480 US, which is about $1880 ***. plus UPS brokerage fees for the return of the repaired watch of $114.53 *** for an approximate total of $1914.53. I can find the exact exchange amount that I paid for the repair if needed and as I explain below it would be $1350 US ($1714.43 ***) and the brokerage fees of $114.53 ***. from UPS for the return of the watch after repair for a total $1828.96. The company offered $150 US, which was not what we agreed to in writing. I can provide the estimate for your reference and the written agreement for the entire purchase price coverage of $752 US. I ordered a new strap, which was $130 US and this was my responsibility because I knew that the watch strap was worn at the time of purchase. Consequently, the repair is $1350 US. I feel that the company should honour the written agreement to cover the entire purchase price and I am paying more than half of the repair costs of $1350 US. In total I have spent close to $3000+ ***. rather than the $1138.69 ***. that I expected to spend. Had I known that the watch was not working, I would not have purchased it and the company is responsible for providing accurate information and for honouring a written agreement. Thank you for any assistance that you may provide. I am able to provide additional documentation as described above.

  

  Business response

  02/10/2022

  Purchase made on July 29, 2021: $752.00

  
  First email sent August 10, 2021: “I am pleased with our purchases; however, after about 2-hours the ***** *** ******* gold watch stopped keeping the correct time.”

    
  Customer was asked for provide an estimate.

  
  Estimate received on September 29, 2021 for $1480; double the purchase price. 

  The $1480.00 refund is not a resolution for the following reasons:

  1. EBTH is not able to refund more than what the item was purchased for.

  2. The estimate PDF (attached) states, “THIS IS A MANUAL WIND WATCH-IT MUST BE COMPLETELY WOUND EVERYDAY”.  EBTH believes the root of the complaint is due to user error.  Given the amount of time passed from purchased to receipt, EBTH is confident this was the issue and the upgrades performed to the watch were at the sole discretion of the buyer.  

  3. The estimate does not state the watch is ‘broken’ - only 'worn'.  Per our Terms and Conditions, Section II paragraph III - Item Descriptions - All items are sold 'as is - where is' and you are aware that, unless otherwise stated, the items sold on the Site are not new nor in perfect condition, may have patent and/or latent defects, may require touch-up or repairs prior to use, and the available information about these items may be limited. EBTH is a second hand market and used items are going to be worn. 

  4. EBTH only asked for an estimate - not for the repairs to take place.  It was *** ********** decision to move forward with the repairs before consulting EBTH, hence is seeking compensation and not willing to return the item for a full refund.
  
  
  *** ******* was not satisfied with that resolution and demanded EBTH refund the full purchase and he keep the watch.  EBTH will not refund the purchase and allow the customer to keep the property.  The original offer still stands that EBTH will refund the invoice in full ($752.00) and also the shipping cost of having the item returned to our facility (up to the equivalent costs of ***** 2-day air) from ******.  

  Customer response

  02/18/2022

  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.

  My response to EBTH is the following:
  
  1. In writing provided by EBTH, I agreed to a refund up to the purchase price of $752 US and I expect the company to honour their written agreement. I never asked for them to pay the entire amount for the repair and I would absorb the additional costs.
  
  2. There was no user error as claimed by EBTH because I am well familiar with hand winding due to the fact that I own another gold ***** *** ******* watch that I purchased at auction (see attached photographs). I have never had any issues with winding the watch and it maintains accurate time over the past 10-years that I have owned it. I attended the watch repair prior to submitting my complaint to the BBB because it would be unethical to claim a refund when a repair was not completed and paid for entirely. The repair company was attending parts likely due to shipping delays resulting from Covid-19, and this explains the time passed. I submitted the watch for an estimate as requested by EBTH in a timely manner and I have no control over how long it takes the watch repair company to obtain parts and to repair the item.
  
  3. The watch was listed as “running,” at the time of purchase and I expected it to be in working condition like the previous gold ***** *** ******* watch that I also purchased at auction from a ******** auction house (photographs attached).
  
  4. If you read the text from EBTH that I consider to be a contract and written agreement. I was instructed to obtain an estimate. I followed through and provided the estimate. I was told that EBTH would cover up to the purchase price, which was $752 **. I agreed to this request and I expect EBTH to honour the written contract and refund for the amount agreed upon. 
  
  Later, they offered a 20% refund of $150.40 US and now they offer nothing other than returning a fully working watch for the purchase price of $752 US and shipping after I have incurred approximately $3000+ ******** dollars in costs (see email message attached), which is a second written contract that they are not honouring. I do not agree to this request for the return of the watch. I followed EBTH’s instructions in good faith with the understanding that they would pay for repairs up to the cost of the watch ($752 US) with a submitted estimate and I expect them to honour their contract.
  
  I spent over a 2-3 month timeframe  with exchange, shipping, brokerage fees, and importation duties approximately $9626.69 ******** dollars for items purchased from EBTH and I would have expected them to honour a written contract and agreement that EBTH provided to an excellent customer. 
  
  N. B. The manager continued to use an incorrect name of “*** ***,” which I found inappropriate especially after I requested that she address me by my proper name and title of *** ***** ******** (see attached).
  
  I will no longer purchase items from EBTH because they do not honour their written agreements and they do not describe the items accurately because the watch was not in running condition.
  

  
  

  (4 attachments)
  
  Regards,
  
  *** ***** ********
  

  

  Business response

  02/18/2022

  Initial communication went to our Logistics Team, as signed at the bottom of the first email (screenshot attached).  As a shipping claim, our third party allows for up to a full refund based on damage.  Upon investigation, it was found not to require a claim and thus handed over to an associate in Customer Service.  Different rules apply to our third party carriers than our standard company procedures and thus the refund amount changed.  Furthermore, neither Logistics nor Customer Service encourage the customer to begin repair. 

  
  Second, once taken over by Customer Service, the listing was reviewed and the statement, "running at time of evaluation without detailed testing, future state not guaranteed" was found.  This is why only a partial refund was offered.  Per our Terms and Conditions, "All items on the Site are sold 'as is - where is'.  EBTH may accept returns in cases of material errors in the item description made by EBTH as determined by EBTH in its absolute and sole discretion."  The customer agreed to this on Tuesday, July 27th 2021 @ 10:57pm EDT.

  
  EBTH is willing to refund in full if the watch is returned.  EBTH is not responsible for importation duties.  Furthermore, EBTH does not agree with the narrative that a $752.00 purchase (tax, shipping, and handling) became a $9626.69 escalation. 

  Customer response

  02/24/2022

  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.

  
  
  1.  I do not agree with the response and they are not providing the $752 US for the repair as promised in writing by EBTH nor are they providing the 20% about $150.40 US as promised in writing by EBTH.
  
  2. I agreed only to provide a repair estimate and to receive compensation up to the amount paid for the watch as promised in writing by EBTH.
  
  3. I did not escalate the claim and I have requested what was provided as a written contract/agreement. It appears that the responder is fabricating an escalation to over $9000. I don’t believe that they read what was written or they are intentionally misdirecting what was written. I have spent over $9000 ******** dollars over a short time period on various items from EBTH and I stated that this makes me a good customer and as such, I would have expected EBTH to honour the refund for repair that the company provided in writing. I did not request $9000 in compensation but rather $752 US that was promised to me in writing and that I believe is fair since I have spent about $3000 US with the purchase and repair.
  
  I am not satisfied with the response and I will never purchase any additional items from EBTH. Do not provide any additional response to the company because they continue to deny compensation and to twist what is written. 
  
  Please close the claim and note that it was an unsatisfactory result. 
  
  Thank you for your assistance with closing this claim.
  *** ** ******** 

   

• Initial Complaint

  01/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are selling fake items/ watches etc... Spoke with them concerning reproduction items I bought and also items they are currently selling that are fake! Called numerous times to get my money back and report other fake items listed but they keep hanging up! For instance, they have a '*****' on sale via Auction, item is up to over $1000 in bids... I called and let them know the item is pretty obvious that it is fake... No help what soever... They laughed and hung up! Filed a report per se with FTC... Called again... Stated they are advertising it is authentic... Said they would contact their Gemologist? What would that do???? Are they this stupid? Do you go to a doctor for car problems? Gtfoh

  

  Business response

  01/12/2022

  As a business, this was one of the most odd calls we've received from a customer.

  We spoke to *** ***** on 1/11/2022 after he screamed at one of our customer service representatives demanding to speak with the owners of the company. His call dropped so we called him back. Upon answering, he said he was an agent from the FTC (Agent Thomas) and we were being investigated for selling fake *****'s. We asked what about the ***** listing was fake and he said, "from the pictures, number 1,2,3,4,5, and 6...number 10 and 12". We responded, "Specifically regarding those photos?" and he was unable to expand. Then, *** ***** proceeded to tell us he would not speak to our customer service supervisor with others in the room. He demanded she leave the room and go into a closet. When she was unable fulfill such an inappropriate request, he asked for her name, employee number and her tax ID. Yes, her personal tax information. We do not use that information (employee #) so we were unable to provide it and he accused us of lying to him. At that time, we ended the phone call. As with all customer service calls, we record this and have a full record of it. 
  
  
  He did not discuss previous purchases and no one laughed at him. He was incoherent and unable to communicate a clear complaint about the listing.

*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. ↩