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 Rd Ste B Columbus, OH 43229-1098

• 

  Everything But the House

  6185 Huntley Rd Ste B Columbus, OH 43229-1098

• 

  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:12/01/2022

  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.

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

  

  Business Response

  Date: 12/02/2022

  Good Morning,

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

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

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

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

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

  Thank you

  

  Business Response

  Date: 12/02/2022

  Good Afternoon,

  The item has been packed. 

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

  Best,

  Customer Answer

  Date: 12/06/2022

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

• Initial Complaint

  Date:10/06/2022

  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.

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

  

  Business Response

  Date: 10/07/2022

  Good Afternoon,

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

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

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

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

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

  Best,

• Initial Complaint

  Date:08/24/2022

  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.

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

  

  Business Response

  Date: 08/25/2022

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

  Customer Answer

  Date: 09/15/2022

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

• Initial Complaint

  Date:08/21/2022

  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.

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

  

  Business Response

  Date: 08/22/2022

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

   

  Customer Answer

  Date: 08/29/2022

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

  

  Business Response

  Date: 08/31/2022

  Good Afternoon,

   

  Good Afternoon,

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

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

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

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

  Best,

  Customer Answer

  Date: 09/06/2022

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

  

  Business Response

  Date: 09/07/2022

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

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

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

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

  Customer Answer

  Date: 09/13/2022

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

  Customer Answer

  Date: 09/15/2022

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

   

  Customer Answer

  Date: 09/18/2022

   

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

  Please tell me next steps for arbitration. 

• Initial Complaint

  Date:08/14/2022

  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.

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

  

  Business Response

  Date: 08/15/2022

  Good Morning,

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

  
  The refund was denied for the following reasons:

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

  
  Attached are comparison photos for review.

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

  

  Business Response

  Date: 09/12/2022

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

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

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

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  EBTH sent me an email on 9/9/2022 stating the following:
  Good Afternoon Mr. ***** The tracking information for payment is **** **** ****. Please let me know if you have any questions or concerns.
  
  As of today, 9/12/2022 at 12:35pm PST, the Fed Ex package/check has not been delivered to my home.
  

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

  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:07/01/2022

  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.

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

  

  Business Response

  Date: 07/01/2022

  Good Afternoon,

   

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

   

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

   

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

   

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

   

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

   

  Thank you.

• Initial Complaint

  Date:06/22/2022

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

  

  Business Response

  Date: 06/23/2022

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

• Initial Complaint

  Date:06/15/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/06/2022

  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 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

  Date: 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

  Date: 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 Answer

  Date: 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,

  ***** ****