Complaints

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:08/05/2024

  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.

  Dear BBB,I respectfully request that the two charges of $3775.87 and $4329.99 both charged by 1st Dibs to my credit card be fully refunded based on consumer Protection Laws selling faulty goods or under other protections. I would like to state I have had never once requested a chargeback for a service or product. I state this because I want you to know I am an honest and trustworthy person and I feel like my consumer rights have been violated in such obvious violation and for a large sum of money in combined sum of $8,105.86. After exhausting all resources trying to work with this company and their authorized seller, to return these items and receive a refund, I am hoping that the BBB can help protect my consumer rights. I appreciate your review of my case and I will attempt to outline this situation for you in three parts:1)Letter of Explanation of what happened with these two purchases (below)2)Written correspondence between 1st dibs Seller regarding the two purchases (attached) this is where the seller assures the quality and the condition of these purchases.3)Written correspondence between 1st ************ regarding my request for a refund for the two purchases (attached)There are about 25 messages in detail going back and forth between myself and this company, but I understand you have a maximum file upload. Should you want additional information, I am more than willing to provide. Thank you for your consideration.

  Business Response

  Date: 08/06/2024

  Hello ******,
  
  Thank you for leaving a review with the Better Business Bureau, were sorry to hear your experience did not meet expectations. We have the highest standards for the quality of our listings and sellers and will use your input to improve 1stDibs in the future. We want to help you resolve this issue, and I see you are currently in contact with my team for orders ********* (Ekornes Stressless Teak and Slate Gray Leather Buckingham Low Back Sofa ******) and ********* (Pair Ekornes Stressless Adjustable Slate Leather Recliners Tray Table + Ottomans) As of now there are 2 current open cases with my team and I see our Buyer Protection team is in contact with you for both orders.
  
  In reference to order *********, unfortunately, issues related to smell or odor are not covered by our Buyer Protection/Money-Back Guarantee policy. For more information on this please kindly see our Money Back Guarantee Support Article here: ***************************************************************************************************. As this order does not qualify under our Money-Back Guarantee policy, and the seller is not willing to accept a return as its no longer within the return window; you will have to look into resolving the odor by looking into local assistance.
  
  For order *********, I see that my colleague is working with our seller to refund a credit of $250.00 to you as kind courtesy to have the item professionally cleaned. This has been done and I wanted to confirm this here with you as well. A total of $271.63 (including sales tax) was processed and this shall be applied to your original payment method within 7 business days, depending on your financial institution. If you dont see your refund after the allotted time, please contact your bank for assistance. Just to recap and ensure there is mutual understanding, both of the orders no longer qualify for a return and order ********* will not qualify under our Money-Back Guarantee Policy as we do not cover concerns on odors. However, as a gesture of goodwill we were happy to process the refund of $271.63 to you for order *********'s odor concerns. This will be processed to your financial institution within 5-7 business days. I hope this information is helpful and clears any confusion.

  Thank you,

  1stDibs

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] My request was to be allowed to return this item at my own expense for a full refund.  While I do see that you have credited ($250) towards a cleaning of this $8000 furniture set, this does not in any way solve the issue.  The interior foam has been permeated with cigarette smoke and no amount of surface leather cleaning will address this situation. I have verified this with a professional upholstery company.

  Additionally, I see that at the bottom of your website you state that your Money Back Guarantee terms may be changed at any time. Does this include changing the terms after a purchase has been made? I read the terms of your Money Back Guarantee when I notified the seller within 1 day that there was an issue.  I notified your company within 6 days (inside the 7 day window) of wanting to return this item.   I have a screenshot of your return policy that did not include an exclusion of odor until AFTER I asked for this return.  I believe your company decided to change their money back guarantee to add Odor as an exclusion AFTER I requested a return.  I have included the screenshot of the money back guarantee on my previous correspondence.  How do you have a guarantee that you can change at any time? What kind of actual protection is that? Furthermore, why does your company continue to not post the review I sent of the seller? If you read this seller's reviews, they are all five stars. It seems that your company only posts 5 star reviews and chooses to not post honest reviews. 

  My complaint is definitely no resolved and I continue to request a reasonable resolution, which would be, I pay for the return shipping from ******** to **. The seller can do whatever he wants with the furniture and I receive my full return. 

   I'm also attaching an email which shows at the time, I stated (to customer service via email) that  I saw nowhere on their website about odor being anywhere on their website If I had seen this, I would NOT have bought used furniture that could smell of smoke. Now it's super easy to find. I feel they add this and/or made it visible on their website- after I requested my return. Again, they first denied my return stating that it was outside the 7 day window which it was clearly not.  Then they came up with the odor exclusion. The representative on the phone was appalled that furniture smelled like smoke and said they would look into it. Day later, they had a new reason to deny a reasonable return. 
  

  
  

  Furthermore, there are multiple places their website guarantees seller verification, vetted products, etc.  I'm attaching these promises as well as I feel they violated their user agreement where a seller knowingly misrepresented his products. The fact that their seller is unwilling to accept this item back (at my own shipping cost) shows that he sold me a product he is unwilling to take back, because it's completely unacceptable. Please let me know if you have any other info request. It would cost me $1500 to ship this back ($8000) purchase price. I am still willing to do this for a full refund.  I have not sent back b/c the seller/1st dibs refused to take this back, even after within 24 hours I was writing them about the issue. I have the items in my possession and am ready to return with a full refund.  
  

  
  

  Again, please note there are only two bullet points on the screenshot I found as exclusions for return. I am also showing you the one they have now that has two additional bullet points as exclusion. If you look at their website, there is nowhere that shows anything like the screenshot I took. I firmly believe they changes this policy on me after the fact to avoid standing behind their guarantee.   
  

  
  

  They also have still not posted the honest review of the seller  that sold these faulty goods to me. They only have posted his five star reviews.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/22/2024

  Thank you for leaving a review with the Better Business Bureau, were sorry to hear your experience did not meet expectations.  I see that or team has assisted with orders ********* (Ekornes Stressless Teak and Slate Gray Leather Buckingham Low Back Sofa ******) and ********* (Pair Ekornes Stressless Adjustable Slate Leather Recliners Tray Table + Ottomans) The case has been resolved with our team.
  
  To reiterate, unfortunately, issues related to smell or odor are not covered by our Buyer Protection/Money-Back Guarantee policy. For more information on this please kindly see our Money Back Guarantee Support Article here: ***************************************************************************************************. As this order does not qualify under our Money-Back Guarantee policy, and the seller is not willing to accept a return as its no longer within the return window; you will have to look into resolving the odor by looking into local assistance.
  
  For order *********,  A total of $271.63 (including sales tax) was processed and applied to your original payment method on August 6th 2024. I hope this information is helpful and clears any confusion.  We have the highest standards for the quality of our listings and sellers and will use your input to improve 1stDibs in the future.

  Kind regards,

  1stdibs

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Hello 1st Dibs,
  

  I immediately reported this issue to the seller within 12 hours of receipt of the furniture. He told me he would look into it and give me a response a few days later. When he responded (purposefully waiting a few days so his 3 day window would expire ) he told me that he was going to send some leather Cleaner in the mail, although it didnt arrive until two weeks later. In good faith, I waited for several days and did as he directed, which was to put the furniture in sunlight and wait for his cleaner to arrive. At day five when I told him the furniture was unusable he refused to correspond with me in any fashion and told me to take up the matter with first dibs directly which I promptly did. 
  

  Your company Continues to tell me to take this up with a local cleaner, but the entire inside of the furniture foam reeks of cigarette smoke and no amount of surface cleaning is going to help.

  You state that you have the highest standards for your listings and integrity of your sellers. The fact that the seller refuses to take this item back (at my expense) and the  fact that first dibs refuses to stand behind these guarantees is unacceptable. 
  

  When I purchased the furniture, I never saw anything that was obvious anywhere on your website about odor being a Reason that does not allow you to stand behind the money-back guarantee. 

  I am asking you to go back to your seller and work out a reasonable solution. A $271 cleaning credit for $8000 worth of furniture is not reasonable.

   

  I am still more than willing to return this furniture.

  Sincerely 

  *************************;

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:07/12/2024

  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 have being locked in 1stdibs subscription scheme, by given 'far apart contract change notice' which was a year before the change. I also contacted to cancel within the grace ****** but they are refusing to cancel the contract/ subscription, nor to offer any alternatives. My seller account was dormant with them for the last two years, Now I am trap into a monthly 80 service payments which I do not use or need. I believe some of their act have broke the consumer law. I have contacted them via email several times but they just keep dismissing my complaint or just ignore my email all together.

  Business Response

  Date: 07/15/2024

  Hi There,
  We Appreciate Your Feedback! Thank you for leaving a review on BBB. We're sorry to hear your experience did not meet expectations. We see that our team did reach out to you via email June 19th to assist with reviewing and outlining your concerns on your subscription. As we have confirmed, we sent an email April 20th to advise you of the requirements needed to assist with continuing with your tier subscription, being that the requirements were not as yet met. As per the terms of the agreement,  either party may terminate (non-renew) this Agreement for any or no reason and without incurring liability as a result of such termination, with such termination to be effective at the end of the then current Subscription Term of the Agreement, by providing written notice to the other at least thirty (30) days before the expiration of the then-current Subscription Term. Your subscription renewal was May 18th 2023. You contacted us on June 9th in the request to cancel and information on the monthly charge. Our team responded June 10th and advised you of the email that was sent back in April as well as explained the fee. We can reach back out to confirm and reiterate the last communication to assist. Again we do apologize on any missed communication and will continue to reach out to you via email with any additional concerns. 

   

  Kind Regards 

  *******

  
  

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My account was offered for free for two year by 1stdibs, It was dormant for over a year. During those periods that they sent me one email regarding the major change of contract in April 2023 and the new contract is not ending  till April 2024. I did not get to see  this email because it was automatically sent in junk mail box with other 1stdibs promotion emails. 
  I feel this is not a fair trading because the far apart notification email and lack of communication closer to the end of contract. I didnt not receive a reminder regarding the change nor a confirmation of the new contract. I also never received invoice for the payments. I only realised the change was when I saw the payments they took out of my bank account. I contacted 1stdibs many emails regarding wanting to cancel and explained my situation. They were not showing any willingness to work out a solution together.

  This feels more like a business set out to take money than a business offering  support to Artists which was their pitch selling point to me initially.

  1stdibs did not deliver the promoting service and sells as they first promised. 
  I do not need their service . I simply wish to stop, I hope they can be more willing to come up an alternative solution for me to stop the contract. 
  p.s I have attached one responds from 1stdibs to support my far apart notificationclaim. I also have many of the same emails of saying no from them which available upon request.

  thanks

  regards

  **** 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 07/31/2024

  Hello There 

  We appreciate your feedback. I have assisted with attaching an example of the email that is sent at the first of every month to all sellers advising them of their annual requirements. I have also attached a screenshot of the sellers dashboard, in which shows the alert that is present the first 7 days of every month. Again, we do apologize if any of this information has been missed. To assist with resolving this matter, management has made an exception of closing your account today. Your feedback is valuable as we continue to find ways to enhance our site. We have the highest standards for the quality of our listings and sellers and will use your input to improve 1stDibs in the future.

  Kind Regards,

  *******

  Customer Answer

  Date: 07/31/2024

  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 and the matter has been resolved.
  Seller agreed to close my account, thank you for your help
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:06/24/2024

  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.

  Purchased a set of 3 pottery sculptures from Seller on 1stDibs 6/9/24. Paid $1,598.46 & $29 return shipping- total $1,628.46 Order #*********. Items listed in perfect condition but they had old glue repairs, broken ears, horns and chips the seller admittedly missed. I filed 1stDibs form w photos of the damages with ************** photos and message of the issue to seller on 6/10/24. The seller agreed to a return on 6/10/24 and said she promptly agreed to a full refund with 1stDibs on 6/13/24. 1stDibs also approved the return and sent me a quote promising I would get my full refund after the seller receives the items. I returned the items per 1stDibs protocol, paid $29 for their return shipping label--which should have been FREE due to the items being listed with damage. Seller received the items back on 6/14/24 *** tracking: ******************. 11 days later 6/24/24 1stDibs has still not processed my full refund. After contacting Seller for an update on my refund on 6/24/24, the seller said they AGAIN approved the refund, spoke to their account manager and 1stDibs should process it. I sent several messages to 1stDibs customer service without a time frame on when they will process my refund nor would they give me a phone number to contact buyer protection team for answers. **************** told me they have no phone number! Only said they escalated it to the buyer protect team and someone would contact me immediately. No one did. Im getting the runaround. I will now be forced to report the transaction as fraud to my bank for a refund if 1stDibs doesnt process my refund. Even though the seller has the items back, approved the refund, 1stDibs hasnt issued any refund nor has anyone on a team reached out to me. The seller continues to defer to 1stdibs processing this refund, and we are getting nowhere. 1stDibs should process refunds instantly after a seller agrees and the item is received. Unacceptable & unprofessional. NEED a FULL REFUND.

  Business Response

  Date: 06/25/2024

  Hello ********,
  
  Thank you for leaving a review on 1stDibs and sharing your details with us. We see this is in reference to the item "************************* Ceramic Animal Italian Sculptures Figurines Set of Four". 

  Upon further review, we see you were previously in contact with our Buyer Protection team as you have filed a claim. I am happy to verify that a full refund was processed to you, and no return shipping charges were deducted from your refund. You should have received the full amount of $1,598.46. As you made us aware of your item condition issues, we 1stDibs, accommodated the return charges due to the inconvenience.  Im glad we were able to resolve your concerns and should you have any additional questions, please feel free to contact us again at 1stdibs.com/contact. 

  Kind regards,

  1stDibs

  ********

  Customer Answer

  Date: 06/27/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************
  
  
  
   
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair 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 ordered a large dining table in March 2022. It arrived around May 2022. Three months later in August I noticed the table was warped. The sides starting sagging and the table was bowed. I contacted the seller at 1st Dibs and sent pictures. He offered to send me another table. The replacement table arrived in October completely damaged but I told the seller to go ahead and just install it and take the old table away. In the meantime the seller would work on getting me another table. Also, the people he hired to install the second table damaged it even further, they were so incompetent that they drilled through the tabletop. Around April 2023 I received the third table but lo and behold by June the sides started the droop again! It was bowed. At this point Im frustrated but I want the table. The seller assured me that I would receive my table by November 2023. Obviously that has not happened. Whenever I send him emails he ignores them for weeks and when he finally responds he tells me it is on its way. If you look at our correspondence on 1st Dibs you will see all the pictures and all the evidence. I contacted 1st Dibs and they informed that the seller never intended to send me a replacement table at all. He just strung me along and lied. They will do nothing because it is beyond the fourteen day window. I paid 4K for this table and it warped after three months and subsequent ones were defective too. The fourteen day window is unreasonable as this table got warped over a few months. A 4K table should last beyond fourteen days.

  Business Response

  Date: 06/25/2024

  Hello *********,

  Thank you for leaving a review on 1stDibs in reference to your purchase of the Brutalist All Natural Solid Red Oak Dining Table. 

  We see that you have been in contact with both the seller and our Buyer Protection team. Our Buyer Protection team has investigation further on your issue via email and we apologize as unfortunately unable to assist due to the time passed for a claim to be filed to our Buyer Protection team. There is a 7 day deadline from the time the order is delivered to file a claim with our Buyer Protection team on item concerns. We sincerely apologize to hear your experience did not meet expectations and suggest in the future please kindly inspect the item's quality once it has arrived for delivery .

   We have the highest standards for the quality of our listings and sellers and will use your input to improve 1stDibs in the future.

   Kind Wishes,

  1stDIbs

  ********

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I ordered a very large table that slowly bowed and it took three months for the table to warp. It is a defect in the design. There is no way I  could report this in seven days because the defect was not visible within seven days. The table did not have the proper structural support, which caused the sides to droop over time. This seller is no longer selling on your site and I noticed the latest reviews are overwhelmingly negative so the argument that your sellers are of utmost quality does not hold up. In addition, the seller promised to send me a replacement and never sent it. He completely ignored my emails. He is now selling on Etsy and of course the reviews are overwhelmingly positive and he is still selling my table. It seems he will provide the best service in the beginning and the proceed to rip off customers and disappear once he is established.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 07/15/2024

  Hello *********,
  Thank you for leaving a review on 1stDibs in reference to your purchase of the Brutalist All Natural Solid Red Oak Dining Table. 
  We see that you have been in contact with both the seller and our Buyer Protection team. Our Buyer Protection team has investigation further on your issue via email and we apologize as unfortunately unable to assist due to the time passed for a claim to be filed to our Buyer Protection team. There is a 7 day deadline from the time the order is delivered to file a claim with our Buyer Protection team on item concerns. As we do see, the item was delivered May 26, 2022. You contacted the seller directly in August of that year in advising them of the matter of the table. They have communicated with you on a plan of resolution. Due to the matter being out of out of our time frame , we can not intervene. We do see that you and the seller agreed on a plan of resolution. Unfortunately , as stated, due to the time frame we can not bound the seller to that agreement. As you are aware, that seller is no longer on our platform. Again, we do apologize on your experience with this seller and have send an email to you on a promotional code as an accommodation on your next purchase with us.

  
   We have the highest standards for the quality of our listings and sellers and will use your input to improve 1stDibs in the future.

  **** regards, 

  *******

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair 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.

  Last year, after inquiring about their sellers memberships. I was approached, very proactively( phone, chat, email) by an agent from 1st dibs. he sent me a message. (Attached) In his message and further communications with him, It was clear that I was offered a "risk-free, commission-only basis with no other fees membership" It was agreed I was going to try it for a year, and then see. After which they were supposed to contact me to revise plans. But, around 3 months before my contract ended I started to receive phishing messages. They ask you to contact support if this happens, but they do nothing. Then all communication stops, no further effort to contact you, then you get a charge.I was charged ***** and only found out through my bank. Immediately, I contacted their terrible customer support (Case ********************* after a 48hrs wait, I got a reply from, stating that they were not going to return my money because they claim, I failed to reach a posting minimum.Still thinking they were a reputable company I tried to solve this directly with them, I contacted them immediately and was even open to the possibility of keeping my account on their website, as long as they returned this charge. But even after I showed them I had no use of a paid membership, they refused to return my money. So I then asked them to close my account and confirm the steps on how to do this, well it's been more than 4 days now, and no refund, account still open and no word from them.It seems, this company operates by taking money from small sellers by making them believe there are memberships with no fees. When in fact they will just invent a pretext to eventually charge you silently on something you don't need.I wonder how much they have taken from honest users that have trusted them! I'm considering doing a ******* video so you can see in much more detail how this scheme works and hopefully prevent other potential victims from falling into their trap!

  Business Response

  Date: 07/09/2024

  Hi There,
  We Appreciate Your Feedback! Thank you for leaving a review on BBB. We're sorry to hear your experience did not meet expectations. We do see that we reached out to you June 24th via email to confirm (Case ********) that a refund was processed for the amount in question. The email also advised you of the requirement needed to assist with continuing your free subscription.   We do apologize on the delay response and any misunderstanding in the contract agreement.  If you have any additional questions, we invite you to contact us to speak to a specialist. 

  Kind Regards, 

  *******
  
  
  

  
  

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You did contact me offering me a refund only after I reached the BBB, However its been more the 20 days, and I still have not received the refund. I contacted you again and ***** from support said he was going to send me a refund statement, but he didn't and then closed the case. To this day still no refund. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************
  
  
  
  
   
  

  Business Response

  Date: 07/22/2024

  Hi There ,
  We Appreciate Your Feedback! Our accounting team has confirmed that you disputed the amount of 79.20 with your bank in which this was returned to you at that time. This is why our team confirmed via email that the refund was processed due to your chargeback filed. Please let us know if you have any additional questions or concerns.

  Kind regards, 

  ************;

  
  

• Initial Complaint

  Date:05/13/2024

  Type:Billing 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 believed I was paying for a full size Hermes ashtray, which I collect. These ashtray s are typically 5x7 and 6x8 inches.I was charged $800 but was sent a 2x3 inch version of the item.The seller has been unresponsive except for one LOL comment.I am 76 years old. I am looking to be reimbursed.

  Business Response

  Date: 05/14/2024

  Hi There ****,

  I hope you're doing well! Thanks for reaching out about the Herms Vintage Ashtray Horse Blue. I see you you reached out to us on Friday 10th May, 2024 to cancel the order. I'm glad to report your order has been canceled. You were not charged for this order, your card was authorized. I have attached a receipt reflecting this authorization with your card holder, but no funds were taken out of your account. If you see funds listed from your account, they should drop off within a couple of days. There are no further steps on that order so you should be all set! 

  Warmly,

  ***

  1stdibs Client Services

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair 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 piece of art from 1st Dibs on 4/6/24 order #*********. When I finally received it on 4/19/24, I realized the seller had misrepresented the size and it did not fit into the frame I purchased it for. 1stdibs and the seller agreed to take the painting back for full refund and confirmed receipt of the painting 4/25/24 via return tracking number *****************. As of 5/10/24 my refund is still "pending" and have not been given a timeframe that my money will be returned to me by any of the customer service agents I have spoken with at 1st Dibs.

  Customer Answer

  Date: 05/10/2024

  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 and the matter has been resolved.

  My refund has been approved and sent 30 minutes after filing this complaint 

  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/08/2024

  Type:Customer Service 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.

  Last year I started listing products on 1stDibs and there were no monthly fees. Since 3-4 months 1stDibs has been charging my card 99 usd monthly. I just noticed this after some months. I did not give them authorization or agree to this. I'd like to cancel my account but am told it cannot be cancelled until December 2024! Just like the other complaints on here I am getting nothing but a run around from any and all customer service. I contact seller support and they keep palming off the issue to another agent. I do not recommend using 1stDibs to sell your items. They take 30% from your sale which also makes the cost of items for customers so much higher! I am strongly considering getting a lawyer involved and seek damages, starting with the months these slimeballs have charged my card! The card was on there for advertising and not for them to charge when they feel like. I need a rep to contact me to close this account immediately.

  Business Response

  Date: 03/14/2024

  Hi There *******, 

  Thanks for reaching out to us over on BBB! As an Essential Seller, there have been modifications to your subscription plan. Last year we notified you that if you do not achieve your posting minimums we will upgrade their account to our Preferred Subscription at $99 per month. You did not post and did not ask us to cancel you contract until well after your renewal date and as such are on the new subscription plan with accompanying fees. I hope this clears up your confusion about the charges on your card. 

  Warmly,

  ***

  Assistant Manager Client Services

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The subscription was automated. We do not wish to be on 1stDibs and this feels like theft 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 03/18/2024

  Hello,

  Thank you for leaving a review and we apologize that you are not satisfied with your experience. 

  I have looked into this and wanted to share that we communicated to all essential sellers last year that if you do not achieve their posting minimums we will upgrade your account to our preferred contract at $99.00 per month. Hence the charge you are most likely referencing to as there were no listings posted on your account. Nor were we contacted with a request to cancel your contract until well after their renewal date. I hope this information is helpful and we thank you for your feedback.

  Best Wishes,

  ********

  1stDIbs

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service 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.

  12 months ago I started listing products on 1stDibs, and found their customer service to be difficult. Now, after a year, I'd like to reduce my subscription level and I am getting nothing but a run around from any and all customer service. Between 20 chat screens, texts and emails. This is a simple issue, but instead, they would rather continue to bill my account for a level that does not provide any membership benefits.I reached out the ******* who signed me up, he says contact seller support and good luck. I contact seller support and they continually tell me they have to talk to their "team", and thats what the customer support and chat screens say, and its laughable. I'd seek damages, but really want someone in the company to try to provide and ounce of relevant customer service, instead of taking my money and blowing me off time and time again. I cannot in good conscience recommend this company to anyone selling online. They are ridiculous. I now know why so many vendors have left for alternative partners.

  Business Response

  Date: 02/22/2024

  Hi There ******, 

  Thanks for reaching out to us over here on BBB! I see where you reached out to us a couple of times through chat and email. A seller support agent has set up a time with you Monday. I will keep an eye out to see how that goes. I'm really sorry we haven't been able to provide you with support you require. 

  Warmly,

  ***

  1stdibs Client Services

• Initial Complaint

  Date:12/29/2023

  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.

  I ordered a piece of art on 11/28/23 with an estimated delivery date from 12/12 - 12/17. Paid $89.51 for shipping. Order number: ********.After the item did not arrive during that time window I contacted 1stDibs requesting assistance under their buyer protection policy. They responded promptly and said they would contact the seller for more information. The seller responded (tersely) stating the item was shipped via tracking number ********************* That tracking number shows no activity whatsoever. I attempted to get additional updates 3 more time via email, to no avail. 1stDibs responds every time, with the same message - they are attempting to get more information from the seller.Four weeks have gone by, and there is no valid proof of shipment provided, or an effort in ******* to communicate what is actually happening.I didnt check BBB before ordering, but based on the many similar complaints, it looks like this is par for the course for this in-trustworthy business. Shame, because the website itself is beautiful.

  Business Response

  Date: 01/12/2024

  Hi There **********, 

   

  Thanks for leaving a review on BBB for us! I see there are some issues with your order. I will reach out to you directly at 
  ****************. 

  Warmly,

  ***