Complaints

This profile includes complaints for Everything But the House's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Everything But the House has 21 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Everything But the House

  6000 Creek Rd Blue Ash, OH 45242-4024

  
• 

  Everything But the House

  6185 Huntley Road Suite B Columbus, OH 43229

• 

  Everything But the House

  6185 Huntley Road Suite B Columbus, OH 43229

• 

  Everything But the House

  6185 Huntley Rd Ste B Columbus, OH 43229-1098

• 

  Everything But the House

  6185 Huntley Road Suite B Columbus, OH 43229

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bid and won a watch on the platform. When it came in there were many flaws with the watch that decreased the value greatly that were never included in the description. EBTH terms say if there is material error in the description you can return an item. I reached out to return the item and they claimed their post was perfectly adequate for me to “ find “ the flaws wrong with it in photos. Which that’s untrue. One of the managers then argued with me on the phone saying they would know their listing and refused to return an item that their description mislead me to spend thousands on. Horrible customer service and company stands by their misleading descriptions of items. Scamming people out of thousands of dollars.

  

  Business Response

  Date: 03/06/2025

  The following email was sent to the customer this morning as part of our ongoing discussion with them over this issue.

  -----------------------------------------------------------------

  Good Morning
  
  Your case has been escalated to me for review. Having looked at the email conversations and listened to the phone calls, we are looking at a disagreement over the description of the watch (flush glass, painted faceplate etc).
  
  It is not reasonable for EBTH to document every imperfection and flaw in an item within the written text of the item attributes and description, so we also rely on the various photographs to portray the item holistically. Where practical, we take closeup photographs of the item to visually give the bidder a good sense of the condition - what one bidder considers a material issue, another bidder might not, or even consider a net positive.
  
  Even as you reference our Terms & Conditions return policy, I would also like to take this opportunity to point out that our Terms & Conditions also state that when there is a flaw in an item that we are aware of, EBTH will take reasonable measures to show that flaw within the pictures and/or the written description. This clause exists not to provide a blanket excuse for us to decline a return or refund but rather to make it clear that it is impossible for us to always document every visible issue within the text side of the page.
  
  When EBTH makes a material error in an item listing, we will 100% correct it. However, in this particular case, we are standing behind the listing as appropriately accurate.
  
  That being said, I am willing to authorize a one-time courtesy refund for the watch once it is back in our possession - please use the attached FedEx label to return it to us.
  
  Thank you,
  
  Alan A******

  Customer Answer

  Date: 03/06/2025

  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

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally escalate my complaint regarding a fake ******* bracelet I received from your ETBTH and the subsequent failure to process my refund. I purchased a **************** from your website under the assumption that it was an authentic product. Upon receiving the item, I had it inspected by a professional jeweler, who confirmed that it is counterfeit. This is a clear violation of fair trade and consumer protection laws. Following this discovery, I immediately contacted your customer support team on requesting a full refund as per your return and refund policy. Despite my repeated attempts to resolve this issue through emails and, I have yet to receive my refund or a meaningful response from your company. The lack of action and communication is unacceptable. Selling counterfeit goods under the pretense of authenticity is fraudulent and subject to legal consequences. I

  

  Business Response

  Date: 03/04/2025

  (This email was sent to the customer by one of our EVPs last night at 8:03 PM EST)

  Your case has been escalated to me for review. Having reviewed the various emails and phone conversations, the dispute appears to be over whether this particular item is a deliberate imitation of a ******* item and whether EBTH should have explicitly called out that it is not a real *******.
  
  When our experts review an item and believe it to be a genuine manufacturer's piece, we will state that in the item description - usually in the title as well as in the description and attributes of the item. In this case, we did not describe the item as a genuine ******* (or any particular brand), merely as an 18K Interlocking Rings Bracelet. While I agree that the markings on the item are similar to the ******* screw motif, there are significant differences in both the style and spacing of the markings, which, when combined with the missing ******* hallmark on the clasp, make it clear that this is not an authentic ******* item.
  
  Concerning us not stating that the item is not a ******* - it is impractical for us to itemize all the things that any given item is not - so we focus on what we can be sure that an item is (in this case simply an 18K bracelet with a lobster claw clasp). In the future, if you are unsure whether an item is or is not something, I would encourage you to reach out to our team before placing a binding bid.
  
  That said, while we stand behind the listing as accurate, I will be happy to issue you a one-time courtesy refund for the bracelet once it is returned to us, (please use the attached ***** label).
  
  Thank you,

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently won an ***** seamaster on February 13 from this auction site for $750 (typically associated as being a high-end, luxury, men's watch). Unfortunately, when I received my item in the mail it was a women's watch and appeared to be very different than what was advertised. This key detail was not communicated AT ALL in the description of the item on the mobile app. Their site boasts a return policy within 30 days of receiving an item. However, upon calling customer service to request a refund, I was met with passive aggressive, and belittling comments from Marissa and Jessica. I was told the following... "You should've ******* the item to learn more about it before bidding in the auction" EBTH "claims" that there is a disclaimer on all listings which states they assume all watches to be unisex. My wife and I attempted multiple times to explain that there was no such language similar to that on the listing I viewed. Even after sending a screen recording which clearly showed the missing language I was sent an email which stated "We are unsure as to why you can't see it, but it showed up on our end" and I was refused my refund. Lastly, the pictures shown on the site are completely misleading. When comparing the watch I received to other watches on the site, they appear to be almost identical in size vs what is sent in the mail. I would like to have BBB assist me in receiving a full refund for this item.

  

  Business Response

  Date: 02/24/2025

  Thank you for reaching out to the BBB. 
  
  The item you won is described on our site as "***** Seamaster Professional 300 Meters Watch", with a 28mm case to case dimension. Included in the images of the watch is our watch buyers guide (attached), that indicates how a 28mm watch will look. 
  
  Nothing on our site indicates whether it is a lady's watch or a men's watch. In fact, in addition to the dimensions being visible as part of the item description, we also include the following disclaimer: "EBTH assumes all watches unisex and does not specify the gender of a piece. For size reference, please see the case measurements of the piece listed under dimensions." 
  
  As was explained by Marissa, when viewing the item from the list of won items, this disclaimer is not presented on the mobile app. However, it is visible when viewing the public item details page on the mobile app (attached). This is the page that is presented when bidding on an item, as the won items page is only visible after the item has been won. So, at the time of bidding - our unisex disclaimer, the watch measurements, and the watch buyers guide were all visible to you, providing all the necessary information to make an informed bidding decision.
  
  When items are described inaccurately, EBTH will make it right, however, because this item was listed accurately, this item does not qualify for a return or refund.
  

  Customer Answer

  Date: 02/24/2025

  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 company has not addressed the issues of my dispute. Everything but the house only stated that the disclaimer was not visible AFTER I pointed out the missing information via screen recording. It also does not make any sense, what so ever, that this important piece of information would be available on the original listing vs the "won items" page, while all other details of the item description remain exactly the same. EBTH says they provide a sizing chart, however they exaggerated how big the watch appears in pictures on the hand model vs in person [please see attached screenshots in my original claim of the item in question vs other men's watches on their site]
  
  Furthermore, no resolution was offered at any point and I remain nearly $800 in the hole because of this issue. 
  
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought and received a 14k 4.49 carat ring for $2,800 . When the item arrived on December 31st I opened the package to find a ring that did not match what was portrayed in the images on the listing. On their website, they state that unless notated on the item, the purchaser understands that the items are use and may not be in perfect condition, that there may be wear and tear but that they do their best to notate any defects. “ EBTH will provide descriptions based on its assessment of an Item, as well as information provided to EBTH by the seller of the Item” With that being said, I expected the rain to have some scratches or maybe even chips to the stone. However when the ring arrived the entire Diamond setting is crooked. Not bent mounted crooked. You can tell by looking at the packaging (which was great) that this didn’t happen during shipping. I feel intentionally deceived as anyone can tell by looking at the item that there is an issue. After contacting the company 4 times with no response (twice via voice mail and twice via submission form on their help/contact us page) i still have no response from them to fix this issue!

  

  Business Response

  Date: 01/14/2025

  We have been experiencing a higher volume of cases and calls than usual due to the holidays, and there has been a delay in response times. We have reached out to this customer and are working with her on the issue with her ring. We sincerely apologize for the delayed response, and are working return service levels to normal as quickly as possible.

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The photos on their website did not accurately show the slit in the front of the jacket. I sent photos and they commented that the back of the jacket is accurate but my issue and my photos were clearly of the front of the jacket. We depend on accurate descriptions and photos for online purchases. They have denied my request even though their photo do not reveal this feature.

  

  Business Response

  Date: 01/02/2025

  This issue was thoroughly reviewed by our team, and then reviewed a second time by management. We responded to the customer about both the front and back slits, but specifically addressed the front slit concern. The details of the jacket are clearly visible in our pictures, and are the intended design. We explained that our policy is to only accept returns if an item does not match our listing, or if there is an issue with authenticity. This item was listed accurately, so the return is denied.

  We offered to assist the customer in relisting the jacket for sale on our site, but they declined and stated they would relist elsewhere.

• Initial Complaint

  Date:12/28/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bid and won a 14K 0.28 CTW band ring for $300. In order to bid, you have to provide a credit card. As I live in ****** ****, a USA territory in the Caribbean, EBTH considers it an international shipping . When I bid I selected the SHIP TO ME option. I had once been able to talk to a service rep asking why I can get a shipping cost estimate. The answer was simply that they couldn’t provide it in advance, that I would receive the Invoice details. Why then have an option that doesn’t work? This is a Carte Blanche transaction for the shipping cost. But still I trusted I was dealing with a serious, reasonable company. However, once I won the bid, I get the INVOICE for $621. It is inconceivable that they charge $300 for shipping a ring that doesn’t justifies its bulk, weight, not even its value! Plus $21 for expedited shipping. Pretend to charge the same cost of the item bought as shipping cost is OUTRAGEOUS. I would not have bought that band for a cost of $621. I have been trying to contact their Customer Service to no avail. No answer after waiting for a hour and continued pressing Option 1 to continue waiting, until finally the call was automatically dropped. I want to cancel the entire transaction. After this is resolved I will have no further dealings with this company. The charge notification was done this morning. They have not shipped the ring yet.

  

  Business Response

  Date: 12/30/2024

  Our website is not currently able to generate international shipping quotes, and when the shipping was added manually, the cost was entered as $300 in error. The customer called us on Saturday 12/28  before our office was open at 10:00 AM, which is why we were not able to answer her call. The issue with the shipping was flagged internally and corrected to $60 shipping, and the balance that was charged in error was refunded. We have called the customer and explained our error with our apologies,  and very much appreciate her understanding and patience. We plan to have international shipping quotes available through our website very soon.

  Customer Answer

  Date: 12/30/2024

  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

  Date:11/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of the orders never arrived. Multiple attempts to contact company go unanswered. Cannot login to see account which is a violation of customer rights to customer information.

  

  Business Response

  Date: 11/15/2024

  Thank you for reaching out to the BBB.
  
  In regards to your item - I have reviewed our notes, and this is the timeline:
  
  8/27/24 - Watch was won on our site, payment was collected.
  8/28/24 - Item was shipped.
  8/28/24 - A request was sent to ***** to redirect package to hold at local ***** office.
            This request was not made by EBTH.
  9/4/24  - Another (unrelated) package from EBTH is picked up by customer at local ***** facility.
  9/7/24  - Package arrived at local ***** facility in Auburn WA, awaiting customer pickup.
  9/11/24 - Credit card charge was disputed by customer with credit card company.
            This action caused customer's account to be suspended, pending dispute outcome.
  9/16/24 - Package was returned to EBTH due to not being collected.
  9/26/24 - EBTH informs customer that we are going to reship at no cost.
  9/26/24 (Noon)   - EBTH attempts to reship package.
  9/26/24 (3:41 p) - Customer request order be cancelled.
  9/26/24 (4:19 p) - EBTH informs customer that parcel is already handed over to *****, and so order cannot be cancelled.
  9/26/24 (7:35 p) - A request was sent to ***** to redirect package to hold at local ***** office.
            This request was not made by EBTH.
  10/2/24 - Package arrived at local ***** facility in Auburn WA, awaiting customer pickup.
  10/6/24 - Credit card dispute was resolved in customer's favor.
  10/9/24 - Package was returned to EBTH due to not being collected.
  
  As the dispute was settled in your favor (i.e. you have received a full refund), and item is back in EBTH's hands, the item was then resold, and the situation was closed. We then reviewed your account to determine whether unsuspending your account was warranted, and in this case we determined that it was not. I do see two attempts to reach out to EBTH in November (one on Nov 1st, one on Nov 14th), regarding access to your account. The first enquiry would not have been responded to due to the outstanding dispute. The second enquiry seems to have been submitted at about the same time as contacting the BBB, so we are choosing to respond via the BBB instead of our normal case management system.
  
  I hope this clears up any outstanding questions regarding this item as well as your account status.

  

  Business Response

  Date: 12/02/2024

  Attached is a screen shot of the email we sent on 9/26/24 to the customer's email address on file, ****************. The customer has been fully refunded, and we have followed our policy of closing an account when credit card charges are disputed. We feel we have fully addressed this complaint.
  
  

  Customer Answer

  Date: 12/10/2024

  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.

  
  

  No amount was "refunded" by EBTH.  No communication was provided after two tickets were submitted for additional communication regarding login issues which now is identified as being due to account closure (Nov 1 and Nov 14, 2024 - see attached).  Very unprofessional behavior and irresponsible operations on display here.  The credit card dispute was awarded in favor of the buyer naturally after EBTH failed to provide tracking evidence of where the purchased auction item was located.  Emails were sent on October 23 and 30, 2024 stating that the item was still being shipped and also delivered which it was not (see attached). 

   

  If EBTH wants to shirk their responsibilities as an upright business and immaturely close the account of a buyer who has spent thousands on their pathetic enterprise in low-income, economically depressed Ohio, then please allow them to practice inferior and unintelligent business practices to learn any lessons.

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

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 10/02/2024

  Good Afternoon *** *****,

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

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

  Thank you for reaching out.

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/12/2024

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

  Customer Answer

  Date: 08/12/2024

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

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/02/2024

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

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

  

  Business Response

  Date: 09/06/2024

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

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

  Customer Answer

  Date: 09/10/2024

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