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:11/13/2023

  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 paid over 3000 dollars for this ring. When I got it the quality was not worth the price to me. I had to pay 60 dollars to send back, I still havent received a refund. The company does not respond or have contact information. And on top of all of that they want me to pay additional 200 dollars for customs to ship back. I want the cost of the ring the shipping and customs bill refunded

  Business Response

  Date: 11/14/2023

  Hi There ******** 

  So glad to follow up with you here as well as by email. As I discussed with you previously, you are required to pay customs and duties on international orders. This is outlined in our terms and conditions below: 

  "11. Taxes and Duties.
  The Buyer is entirely responsible for paying all applicable sales and use taxes, VAT, export and/or import taxes and duties and all transactional taxes or levies related to each Item purchased (collectively, Taxes). The Buyer shall pay the Seller such Taxes as the Seller is required to collect, but failure of the Seller to collect the Taxes will not relieve the Buyers obligation. The Buyer must determine, pay, collect, remit and report to the appropriate taxing authority the correct amount of all export and/or import taxes or duties payable upon export of the Item from its country of origin and import into ***************** or any other country. In the event that an exemption applies, it is the Buyers sole responsibility to establish and/or document any applicable exemption from Taxes." 

  You were notified of your obligation under this policy on the check out screen, as well as the email sent to you on 21st October @ 11:57 am and 24th October @ 10:00 am. Screenshots of those emails are included in this response. 

  As I alerted you to in my email to you today at 11:37 am EST (Also Attached), the amount due for German customs was $264.17. This was withheld from your refund in alignment with this policy. 

  Warmly, 

  *** 

  1stdibs Client Services

  Customer Answer

  Date: 11/15/2023

  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:

  First of all  I was charged 432 dollars not 264 by Klarna  and they said it was your return amount  the amount was 3100 and I was only refunded 2700  in addition I paid for shipping and duty charges   I am being double charged   I want my full refund 

   

   

   

   

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

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

  Customer Answer

  Date: 03/26/2024

  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 I was never given prof of the charges. They sent me a bill what the figures on it. They have not given me the actual proof of the shipping and tax charges from the original  people that they say charged them. They are ripping me off.  They are lying and they do not have the proof.  I want my full refund 

   

   

   

   

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

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

  Business Response

  Date: 04/16/2024

  Hi There *****, 
  
  As I have stated to BBB previously on March 12th - the condition this buyer is reporting has already been arbitrated with their payment processor, and BBB continues to request support on this order. Continued outreach on this issue is against BBB policy. Please close out this complaint. 

  Warmly,

  ***

  1stdibs Client Services

• Initial Complaint

  Date:08/29/2023

  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 consigned an old Trumeau mirror to Golden & Associates Antiques. ****** is a preferred seller on 1stdibs and sold my item there. 1stdibs confirmed the sale to me via email. ****** never paid me in full for the sale and 1stdibs is refusing to release the bill of sale (date, price) to me the rightful original owner. Not only is there no reason for this information not to be public, but 1stdibs has ignored my continued requests and is now knowingly providing a platform for a thief.

  Customer Answer

  Date: 09/23/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by 1stDibs.com, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 08/07/2024

  Hello,

  Thank you for leaving a review with the Better Business Bureau, we're 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. 

  While we appreciate you making us aware of this, the information on the payment sent to the seller is considered sensitive information and something we do not share. I understand your concerns and we advise that you please continue to contact the seller, ****** directly to make these matters right. I hope this provides additional insight and clarification.  

  Best wishes,

  1stDibs

  Customer Answer

  Date: 08/08/2024

  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:

  I have attempted to contact Golden many times - the man is a fraud and has since closed his shop. He stole goods from many people including myself and we are looking into a class-action suit. Unless 1stdibs can provide the information requested, 1stdibs will be named as an accomplice to ******'s crimes.

  Sincerely, 

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

   

   

   

   

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

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

  Business Response

  Date: 08/16/2024

  Hello,
  Thank you for leaving a review with the Better Business Bureau, we're 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. 
  While we appreciate you making us aware of this, the information on the payment sent to the seller is considered sensitive information and something we do not share. I understand your concerns and we advise that you please continue to contact the seller, ****** directly to make these matters right. I hope this provides additional insight and clarification.  

  
  Best wishes,
  1stDibs

• Initial Complaint

  Date:08/24/2023

  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.

  Seller did not ship within the promised timeframe. After delivery date came and went, I reached out to 1st Dibs asking them to cancel my purchase as the seller was not responding. 1st Dibs responded to me stating the Seller was refusing to communicate with them, as well, and they had received no response, either. Then an email volley began between 1st Dibs and myself with me repeating my request for a refund, and 1st Dibs saying, No. The seller has finally responded and said hes thinking **** maybe be shipping soon.I forwarded the The Federal Trade ********************** Page from their Government Website evidencing that a shipper cannot delay shipping for 6 weeks, that Ill be refusing any delayed shipment, and filing a dispute with my credit card company if I didnt receive a refund.Three days later I received a tracking number from DHL. I contacted them immediately refusing the shipment.

  Customer Answer

  Date: 09/18/2023

  At this time, I have been contacted directly by 1stDibs.com, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   1st Dibs responded twice, then stop responding all together. The first response from 1st Dibs was an email stating that they understood from my earlier requests that I had canceled this purchase after the seller's promised delivery date had come and gone with no communication, whatsoever, from the seller (neither to me, nor to 1st Dibs' request to seller for a response) but that after further delay the seller shipped, anyway. They stated I would be paying the seller a $100 re-stocking fee along with an additional payment of $250 for the shipping label to 1st Dibs. After further conversation, the second response from 1st Dibs was to send an email with an international DHL shipping label with my name listed as shipper. I went to DHL with the box and was asked whether their was anything hazardous inside and why did it smell so strongly of cigarette smoke. I explained to them that the seller had shipped a canceled purchase to me that reeked of cigarette smoke and was covered in what appeared to be bird droppings (I didn't touch or cleanup the item, but rather just closed the box back up in as-is condition and notified 1st Dibs of the damage immediately upon receiving the box). *** explained that both nicotine compounds and Guano are hazardous waste, that my name was on the shipping label, therefore I was legally liable for the Hazmat. I took the box back home and notified 1st Dibs by email that I needed them to provide me with either a Hazmat label that specified the presence of nicotine compounds and Guano OR a shipping label that listed 1st Dibs as the shipper. I told 1st Dibs I would ship the box back upon receipt of either label as 1st Dibs was stating they were "anxious to close this case". 1st Dibs has not responded to me since my last notification to them of ****s instructions.

   

   

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

  Sincerely,

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

  Business Response

  Date: 08/07/2024

  Hello *******

  
  I apologize for the very heavy delay in response and wanted to reach out to you as I have looked into your Better Business Bureau review.
  
  I see you have brought this in reference to order ******** (French Wall Clock Napoleon III Style). Upon reviewing the previous case between you and my colleague at this time it is now past the return time frame and the item cannot be returned to the seller. However, to recognise the delay in the returning of the order, we have processed a full refund to you as of today 08/07/24 and sent confirmation to you directly. A full refund of $657.94 has processed to the same method of payment when checking out for this order. The funds will be applied to your original payment method within 7 business days, depending on your financial institution. If you don’t see your refund after the allotted time, please contact your bank for assistance.
  
  Thank you for your time, we hope we can assist you with a purchase in the near future.

  Best Wishes,

  1stDibs

• Initial Complaint

  Date:03/06/2023

  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 pair of bronze vases from a 1stdibs merchant on February 6, 2023, my payment card was promptly charged, but one month later my order has still not shipped. Days after placing my order, I was notified that the merchant was "on holiday" and would ship when he returns, presumably sometime in March.1stdibs should let buyers know when a merchant is inactive for a prolonged period of time and should not charge customers for items that will not be shipped for 6 or more weeks.Trying to reach 1stdibs is impossible. A terrible experience on 1stdibs platform.

  Business Response

  Date: 03/07/2023

  To Whom It May *********************************************** we can empathise with the frustrations that the client may have felt with this order, at the time of making the purchase the item was advertised with a 10 business day handling time and an estimated shipping timeline of 7 - 21 days.

  This would calculate to  been around 10 March for a delivery date. The buyer received an automated email 6 February confirming the sale and the timeline for delivery.  

   

  I can see the seller advised the client on 21 February that the delivery date would be 8th of March as it was suggested from the beginning (between 6th and 10th of March). 

   

  The item would have been delivered as per the dates supplied.

   

  The client has decided to cancel and a full refund has been provided. 

   

   

  Kind Regards

  1stdibs Support

   

   

  Customer Answer

  Date: 03/09/2023

  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:

  The issue is that my credit card was charged immediately and days later the seller informed me he was on vacation for the next 4 weeks.  His commitment to deliver in the first week of March was not honored.   Once he finally got ready to ship, the transit time was 2 days via DHL.   What business in ******* charges a customer for a product that is available but cant be shipped for 5 weeks?  
  

   

   

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

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

• Initial Complaint

  Date:01/24/2023

  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.

  The bottom shelf of the shelf sold to me is cracked in two (see image). I acknowledge that it is a vintage item, but I feel strongly that the crack is neither clearly visible in the images nor is it explicitly stated on the website. I've also reached out the the vendor about their misleading shipping information (they gave a 3-7 week delivery window, and then showed up the next day with minimal warning; their delivery people were insulting, and threatened to leave the expensive item on the curb if I did not totally upend my schedule to be home for the delivery). Overall, I find this company and their vendors to be bad actors who are uninterested in compromising around an extremely negative customer experience. In short, I feel swindled by them.

  Business Response

  Date: 02/06/2023

  To Whom it May ******************************************** appropriate team has reviewed the images provided by the buyer in comparison to the images provided by the seller and it has been deemed as described.

  As for the shipment the seller had a carrier in the buyers vicinity the next day and this is the reason for the delivery to have been made.

  A partial refund has been offered by the Seller and authorised for the experience that the client stated they had received in relation to the shipping.

  The seller for this item offered a returns policy which has been proposed to the buyer in addition, however as the item is as described the buyer will be responsible for the return shipping costs and the restocking fee.

  Kind Regards

  1stdibs Support

• Initial Complaint

  Date:12/28/2022

  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 ordered artwork through this auction business. I selected free shipping as a promo and the actual seller (gallery) was also aware that it needed to be shipped. When I confirmed with 1st dibs, they insisted I had not chosen that. They disregarded the screenshot I showed them where it clearly said free shipping. They insist that I chose I would arrange my own or pick it up an entirely different state which is ridiculous. They will not ship it to me for free as guaranteed and they have already charged me for the art. I contacted them through email through texts and they ignored me. After a response they spammed me with 16 of the same text. ( I believe to be difficult!). I let them know I would be contacting the BBB. Due to being dishonest and because there was no resolution. I have paid for my artwork and I do not believe they will ship free or at least refund me the full amount.

  Business Response

  Date: 12/29/2022

  To Whom It May concern

   

  The sales order in relation to this order certainly looks like at some stage it was purchased on the basis of "customer collection" as the records show the seller has contacted the buyer to ask the same question on 27 December. 

   

  As the buyer has stated they would like it shipped to her, I have asked my colleague to contact her today to see if the item is still required and if so we will take care of the shipping for this piece to the buyers home address.

   

  If the buyer no longer wishes to proceed then we can deal with that outcome too, by cancelling the order.

   

  Thank you

   

  Kind Regards

  1stdibs Support

  Customer Answer

  Date: 12/29/2022

  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 because matter has already and quickly been resolved by the third ************* representative, ********. ( not1ST DIBBS)  
  I spoke with him on the phone and stated he would ship it to me instead. 
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/02/2022

  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.

  1st Dibs is being used by scammers who sell fraudulent products in order to groom their crime victims. I attempted to report to 1stDibs the identity of one of the scammers who sold me a fake product but I was hung up on. They willingly and knowingly enable scammers to groom crime victims on their website. I purchased an antique chair and was charged but the chair was never delivered. In fact the chair and the scammer are still listed on the 1stDibs website.

  Business Response

  Date: 12/13/2022

  To Whom It May *********************** respond fully we would appreciate the sales order the client is referring to?

   

  In the meantime may we please advise all our sellers undergo a comprehensive evaluation by our in-house experts to vet the integrity of their listings and the quality of their service. 
  
  Before their items appear on 1stDibs, all sellers must submit an application for review by our experts and are evaluated on the appropriateness and quality of their inventory.

   

  We can assure you that any sellers on our platform are legitimate sellers

   

  Kind Regards

  1stdibs Support

• Initial Complaint

  Date:11/01/2022

  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 placed an order for a piece of artwork. Once I received it, I opened the package to discover that the work was not verifiable due to the lack of a COA. After reaching out to the seller the next day I was unable to get a response. I contacted 1stdibs who repeatedly attempted to make contact with the seller on my behalf. After a month, 1stdibs emailed me saying that they may not be able to process a return because the seller has a one day return policy. I believe that the art I purchased at 1stdibs to be illegitimate.

  Business Response

  Date: 11/16/2022

  To Whom It May ******************************************* item in reference to this communication was advertised with a 1 day return policy( from the date of delivery) .

  The item was delivered on the 11 October and the return request was initiated on the 14 October 2022. Both dates can be verified by the buyer by checking the order activity on their account, as both events are date stamped for these purposes.

  1stdibs contacted the seller to ask if they would consider the return as an exception, which they have confirmed they would not.

   

  The item was advertised to be signed and numbered. The seller did not mention that there would be any further documentation to accompany this item.

   

  The buyer can of course seek advice independently and the 1stdibs Promise would be in place which includes - If you have any concerns regarding authenticity, you may report the issue at any time for review. We would ask the client to provide evidence of their concerns in this instance.

   

  Kind Regards

  1stdibs Support

  Customer Answer

  Date: 11/22/2022

  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]

   

   Authentication can not be confirmed without a COA and any reportable gallery would include a COA, without verifiable authentication I stand by my previous request for a refund or a COA from the seller  

  the delay in a return request was due to the fact that I emailed the seller requesting a COA and after receiving no reply, I then requested a refund  I should not be penalized for there lack of response  

   

   

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

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

  Business Response

  Date: 12/13/2022

  To Whom It May ****************************************** empathise with the buyer, however our sellers declare if there is any accompanying paperwork in the details provided to enable buyers to make an informed decision, as well as the ability to ask any questions of the seller prior to purchasing.

  Our records now indicate that the item has been appraised via the buyer and that it is a legitimate art piece.

   

  Kind Regards

  1stdibs Support

• Initial Complaint

  Date:11/01/2022

  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 am located in ************* and purchased three items (bowl, vase, votive candle) through 1st Dibs from a seller located in ****, *****. I realized the bowl was too small for my needs and requested and received approval to return provided I paid a $140 return shipping fee and $270 restocking fee to cover the seller's costs to receive. These costs were discussed and approved via 1st Dibs customer service prior to return per the attached documentation. The final bill however charged me $157.72 in return shipping and a $594.52 restocking fee. The cost of the item in question was $1,080.95. The claim that ******* customs required a 50%+ customs duty fee is absurd and extremely doubtful according to all documentation I can find on online commerce for ************** Countries. I have been unable to get a full copy of the custom duty documentation showing these charges. I am due a refund from 1st Dibs for the discrepancies in the shipping and restocking fees for a total of $342.24.

  Business Response

  Date: 11/02/2022

  To Whom It May concern

  At the time of purchasing the item the return policy stated there would be a 25% restocking fee and any return shipping would be paid by the purchaser. This was fairly accepted by the buyer.

  When receiving or returning items from ***** where applicable, customs will be charged even when the shipping label declares the parcel is a returned item to where it was originally sent from.

   Any customs, taxes or duties when purchasing from a different country to where the item is being delivered to are not set by 1stdibs and therefore unfortunately nor do we have any control over these, whilst we can empathise with this particular order and the costs incurred.

   

  Kind Regards

  1stdibs Support

  Customer Answer

  Date: 11/02/2022

  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]

  Dear Sirs - I respectfully ask you to review the charges made to my account relative to your own admission in response to this claim. Restocking fees are expected to be 25% of purchase as you identified and were presented by 1st Dibs and agreed to prior to the return at $270 which is 25% of the cost of the item returned. However, after the return you increased the fees by more than double and charged me more than 50% or $594.52 - $284.52 more than the agreed to restocking fee and published 1st Dibs policy of 25%. In addition, you overcharged the return shipping and charged $157.72 despite receiving approval to charge $140. I am due an additional credit of $302.24. 

  Please credit my original form of payment immediately. 

  Thank you, 

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

   

   

   

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

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

  Business Response

  Date: 11/09/2022

  To whom It May ********************** can confirm we charged a 25% restocking fee for the return of this item as per the advertising returns policy

  We sent an email to the client 26 October to advise the deductions for the return were the 25% restocking fee, return shipping and return customs as the seller is based in *****.

  Our dialogue is currently still open with the client.

   

  Kind Regards

  1stdibs Support

   

   

• Initial Complaint

  Date:10/27/2022

  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 bought what I thought was a ****************** by the picture, but was only the wood surrounding it for $2,000. No matter, it came broken. The complete top of the mantle is broken off from the bottom. I have been working with 1stdibs to return this and get my money back since the end of August. They say they are going to help but all I got was the runaround. They keep telling me: "The carrier and the dealer are still conducting their investigation." Now they are no longer responding to my emails. They have asked me to keep the shipping cart and, of course, the mantle piece inside which is very inconvenient. I just want to send this back and get my money refunded. Thank you.

  Business Response

  Date: 11/11/2022

  To Whom It May ****************************************** can confirm that this item was shipped by the seller and that there was transit damage to the order.

   

  As this was seller shipping the seller has been liaising with their insurance company, which in this case has taken longer than expected.

   

  We are in communication with the seller and we will come to a conclusion shortly and ensure the client is put back in the correct position.

   

  Please accept my apologies for the delays in this case.

   

  Kind Regards 

  1stdibs Support

  Customer Answer

  Date: 11/15/2022

  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,

  I would very much like to believe 1stdibs will refund the $2,000 I've lost on this broken fireplace mantel but they have been telling me for quite some time that "the seller is working on it" yet nothing happens.  It seems to depend on the seller whom I've had limited contact with, only to tell him it was broken.  I can certainly let you know if this does become resolved but I'll believe it when I see it. 

  Thank you for your time and help,

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

   

   

   

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

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

  Business Response

  Date: 11/29/2022

  To Whom it May *********************** are currently under correspondence with the buyer and the seller over the experience of receiving a damaged item. The seller used their own carrier and has an open claim with them. This is taking more time than we would expect and we totally understand the frustrations that the client is experiencing.

  The recent communication with the client confirms we will provide a full refund and have asked if the buyer could hold the item until the seller receives an update from his carrier.

   I see the buyer has responded to this request and we will follow the appropriate actions today

   

  Kind Regards

  1stdibs Support