ComplaintsforEverything But the House

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  

  Business response

  04/02/2024

  Good Morning,

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

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

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

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

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

  
  

  Customer response

  04/02/2024

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

  Customer response

  04/04/2024

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

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

   

  

  Business response

  04/04/2024

  Good Afternoon,

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

   

  Customer response

  05/12/2024

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

  

  Business response

  05/13/2024

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

  Customer response

  05/20/2024

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

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/15/2024

  Good Afternoon,

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

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

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

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

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

  EBTH is going to refund in full.

  

  Business response

  03/15/2024

  Good Afternoon,

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

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

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

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

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

  EBTH is going to refund in full.

  Customer response

  03/22/2024

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

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

  

  Business response

  03/22/2024

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

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

  
  

  Customer response

  03/26/2024

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

  

  Business response

  03/26/2024

  As stated in the previous response...

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

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

  Customer response

  03/31/2024

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

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

  

  Business response

  04/04/2024

  Good Afternoon,

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

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

  Customer response

  04/16/2024

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

  

  Business response

  04/18/2024

  As stated in the previous response...

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

   

  

  Business response

  04/22/2024

  Good Afternoon,

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

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

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

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

  

  Business response

  04/22/2024

  Good Afternoon,

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

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

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

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

  Customer response

  04/30/2024

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

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

  Customer response

  04/30/2024

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

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  

  Business response

  01/04/2024

  Good Afternoon,

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

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

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

  Customer response

  01/04/2024

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

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

  

  Business response

  01/05/2024

  Good Afternoon,

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

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

  Kind regards,

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  01/02/2024

  Good Afternoon,

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

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

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

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

  Kind regards,

   

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/19/2023

  Good Afternoon,

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

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

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

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

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

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

  Kind regards,

  EBTH Team

  Customer response

  12/19/2023

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

  Customer response

  12/20/2023

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

  

  Business response

  12/21/2023

  Good Afternoon,

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

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

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

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

  Regards,

  Customer response

  12/21/2023

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

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

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/07/2023

  Good Morning,

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

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

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

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

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

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

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

  Thank you.

  Customer response

  12/07/2023

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

   

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

  

  Business response

  12/15/2023

  Good Afternoon,

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

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

  Customer response

  12/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  This matter could have been resolved amicably, and to both parties benefit, with more timely responses from everything but the house and with person-to-person conversation. The only way to resolve this matter or to get the attention of everything about the house has been through this platform.

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

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

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

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

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

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

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

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

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

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

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

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

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

   

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

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 watches , both not working , one came without a crown even though the pictures had a crown . Both watches do not work . Nowhere in the description it was stated watches not working or crown missing . both watches are useless junk , no reputable firm would ever list em . They claimed it was stated in the description that watches are not working , I never did see that , when you sell a junk ( an repairable) watches . You should say in the headlines sold for parts or watches not working . or crown is for pictures not shipped . EBTH is a fraud in progress , their entire business strategy is to cheat the customers , I will alert all law enforcement in my state . All I want is a full refund and i will ship their junk back to em

  

  Business response

  11/15/2023

  Good Morning,

  
  *** ******* purchased two watches on October 7th and 8th, 2023 from EBTH.  The listings are attached in their entirety. 

  
  Both listings state, “not running at time of evaluation.  Without detailed testing, future state not guaranteed”.

  
  This condition was on each listing from the beginning of the auction the end.

  
  On October 19, 2023, When the EBTH representative stated, “It is the responsibility of the customer to read all of the description details before placing bids”, *** ******* responded, “I bid in good faith not knowing your dishonesty level is so immense . I will not keep junk . I will fight til I die . The junk you sold me must be returned . I will inform the attorney general in my state . Your crimes must be stopped”.

  
  EBTH’s listing and condition notes were transparent and the customer received the item in the condition we listed it.  In his response, he admits to not reading the condition notes, “I never did see the crown was missing or watches were not working.  Never did see any of that.”  

  
  The customer chose to dispute both charges with his credit card company and EBTH is currently representing against those charges with the information outlined above.  The buyers account has been closed and EBTH will continue to resolve the matter with the payment processor.

  
  Regards,
  

  
  

  Customer response

  11/21/2023

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

   

  The seller is a con artist ... No where in the descrption of the ********* Watch did it say watch is without a crown ... Watch is junk , no reputable auction house will deal such crap . The fact watch was not working should not be hidden at the bottom it should be stated on top of the description . The attorney General in **** will be made aware of the unethical/ crominal conduct of EBTH . 
  EBTH should not be allowed to do business 
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ***** watch from this auction( Everything but the house )on the basis that it was guaranteed and inspected by experts and that it was original. I paid 3900 in full, including fees and taxes. After receiving it and taking it to the ***** agent to examine and repair it, they refused to receive it and said that parts of it had been removed and replaced with counterfeit parts. This was not explained in the description. The description was unclear and this is deceiving the consumer. I sent them a request for the refund on the same day and they refused to accept the return.

  

  Business response

  09/07/2023

  Good Afternoon,

  On Thursday August 31, 2023, 3:20pm EBTH received a voicemail requesting a return phone call as well as an email stating, "I want to return the watch because I took it to the ***** agency and they refused to receive it for repair because it was opened and non-original parts were installed in it, such as the screen and some internal parts, so I want to return it and get the money I paid back". EBTH reviewed the complaint as well as the listing and replied to the customer with where we noted the aftermarket parts in the listing.

  Attached to this complaint is the full 4 page PDF listing of the ***** purchased by the customer.  Additionally, a second document has been uploaded showing where the listing stated, "Aftermarket diamond bezel and watch dial".

  While we appreciate the customers' want to have the ***** serviced by *****, it is *****'s policy not to service watches with aftermarket items (add on's or customization's).  Since EBTH made that attribution known during the time of bidding, we are not responsible for the customer's inability to have the watch worked on by *****.  The customer can, however, seek a local jeweler or horologist to have the item serviced.     

  Given there is no listing error, material or otherwise, EBTH will not return the item or refund any percentage of the purchase.

  Sincerely,

  The EBTH Team

  Customer response

  09/07/2023

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

  I took the watch to more than one jewelry company and they refused to receive it because it contains counterfeit parts that are not original. I do not accept this fraud, nor do I accept a watch with counterfeit parts. I want my money back in any way possible. 
  

  This matter is unacceptable, and how can they give people guarantees that they have the experience to examine everything when they sell parts that they know are tampered with and not original!!

  This is commercial fraud. They manipulate the pieces and list them under the name of international brands. They claim that they have experts who examine them, and once they purchase and discover the matter, they refuse to return the counterfeit goods.
  
  Regards,
  
  ****** ** *****
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Listed 3 items with ETBH. Sold 2. The 3rd item is incorrectly listed. I've been emailing back and forth with a rep about their so called experts decision to eliminate the correct information which could cost me thousands of dollars. They never answer the phone. I do not want them to list my item since they can't accurately list it.

  

  Business response

  08/31/2023

  Good Afternoon,

  Attached is a copy of the listing containing 'rawhide'.

  Regards.

  Customer response

  08/31/2023

  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

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an advertised authentic Chanel handbag from Everything But The House for $901 plus tax, plus shipping, plus and extra delivery fee they tack on - over $1000. It arrived and it's a fake. The bag is very low quality. The manufacture country states France, this style is only produced in Italy. I asked them to send me a label to return it and they won't. They say I need to prove it's not fake and then they will review. Horrible company!!!!! Buyer beware!!!!!!

  

  Business response

  08/08/2023

  Good Afternoon,

  EBTH received the customers complaint yesterday morning.  Since our team of experts reviewed the item and confirmed authenticity, we requested the buyer provide proof of inauthenticity from an expert of equal caliber.  We referred the customer to a variety of resources including:

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

  EBTH also stated we would reimburse the customer any fees associated with using these outlets IF the item's authenticity is disputed.

  To date, the customer has not provided documentation to support the accusation.  EBTH is committed to our brand promise and stands behind the listing.

  Customer response

  08/08/2023

  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.

  Instead of EBTH.com taking back the fake Chanel they want me to try to prove that it's fake. They however didn't include any proof that it's authentic. Only allegations on their site listing it as authentic. They are the seller, I am the buyer - the proof is on them. It's fake, Chanel doesn't produce this style in France, only Italy. France is noted in the bag. The quality is NOT Chanel and the serial number is fake. They need to do the right thing and take back the purchase.

  
  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. ↩