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:10/25/2022

  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 have been given a pickup date (08/17/2022) for the item to be shipped from *********** to *****, **. Later on the producer contacted me saying that they can not produce it that fast and the delivery date provided by 1stDibs was wrong. All this time, 1stDibs who is the seller never contacted me (all communication is on file) about this particular error. I waited till the second week of October to contact the seller again. The producer notified me on 10/11/2022 that the item was produced and ready to be picked up upon which I contacted the seller, 1stDibs to see when they can arrange a pickup. After 12( twelve) emails back and forth, I have been told that there was an error in website and that 08/17 date was wrong and that they will contact me when the pickup date was decided. Today, I called them and I have been told that they 'might' pick it up this week but because of the nature of the item (furniture) they can not tell me when it will be delivered. I have all the patience and I dont expect a live tracking on this item. But, 1 stDibs seems to be interested in the latest possible delivery (contractually 3-8 weeks but I will be surprised at this point if they deliver it in 8 weeks) to maximize their returns on delivery fees (in this case $ 699) despite the item has been ready for two weeks now.In my opinion, it would be fair for 1stDibs to give me a discount on delivery with an apology as they are claiming to sell luxury items.Thank you,**** *******

  Business Response

  Date: 10/26/2022

  To Whom It May concern

  Firstly 1stdibs is an online marketplace where dealers can advertise their items for sale.

   

  The buyer and seller had a number of exchanges on the subject of the item during 12 August which included the time line for production which was confirmed by the seller to be 12 weeks due to the item being customised, not taking into account the shipment

   

  The buyer purchased with this information being displayed at the time  of 5 business days for handling time, 10 business days for collection and an estimated delivery timeline of 3 - 7 weeks. 

   

  The item has completed production and the pick up date for the item has been confirmed of 24 October 22.

   

  Due to the above timelines the earliest date for delivery will be 11 November and the latest would be 9 December. As the timeline is an estimate this could change by a few days

   

  As above this time line is shown at the point of purchase and is also confirmed against the buyers account, listed under the activity in relation to the order.

   

  At this point we are on track to deliver to the stated dates above.

   

  Kind Regards

  1stdibs Support

   

  Customer Answer

  Date: 10/28/2022

  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:

  The problem is not whether or not 1stDibs is within contractual time frame. I have been following the order online through their website and iPhone app and the delivery status was still Aug 17, 2022 last Monday (please see attached photo). Furthermore, the timeline mentioned in my exchanges with the producer was all tentative; instead the timeline 1stDibs mentions in their response is the latest date for delivery. As for why I discover by chance during an exchange with the producer that the item has been ready for a week (three weeks ago) but not get any sort of notification from 1stDibs, I sincerely do not know.

   

  1stDibs is ab intermediary. As an intermediary, they have contractual obligations beyond quoting the latest delivery date every time they are contacted, as they are also getting paid for the delivery like notifying the customer for the changes in production and delivery dates. This obligation is also applies to correcting wrong information in their files so that the customer can follow the process.

   

  Thank you very much,

   

  **** ******* 

   

   

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

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

  Business Response

  Date: 11/25/2022

  To Whom It may *********************** believe this relates to a Walnut Veneer Table that was ordered 12 August whereby due to customisation the seller confirmed a 12 week production time line.

  At the time of purchasing the item stated 3 business days to arrange shipping followed by 3 to 7 weeks shipping time line. We advertise estimated delivery time lines to enable our clients to make an informed decision prior to purchasing.

  The item was delivered 11 November and was therefore delivered within the timelines provided to the buyer.

  Our records show the item was collected 25 October and delivered 11 November.

   

  Kind Regards 

   

  1stdibs Support

  Customer Answer

  Date: 11/29/2022

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

• Initial Complaint

  Date:09/27/2022

  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.

  DO NOT BUY FROM THIS COMPANY- I orderedDO NOT BUY FROM THIS COMPANY- I ordered a ring that I specifically asked to be delivered before I was leaving for out of town in a week and was promised this would be the case. The ring was NOT delivered by the date promised and was NOT delivered to our home late or ever as we have RING DOORBELL footage that shows **** arriving and delivering a package that day, but never ***** even though ***** claimed I signed for the delivery (again I was OUT OF TOWN, so not possible). I supplied 1st ***** the RING DOORBELL footage, my plane and hotel itineraries as proof and informed them I requested delivery by a specific date and they told me ***** denied the claim, as it was signed for (a straight line) and delivered (lie) and the only thing I could do is to file a police report for theft. How can I claim something was stolen if it was never received? How can this be on me when the contract was between 1st ***** and ***** to have me sign for the delivery and that never took take place? How can a company not care that you paid them with nothing in return and will not dispute ***** over their customers claims and proof?? DO NOT PURCHASE ANYTHING from these people. THEY DO NOT CARE IF YOU GET YOUR GOODS OR NOT- DISGUSTING PRACTICES.

  Business Response

  Date: 09/28/2022

  To Whom It May Concern

  1stdibs has had an ongoing case for this order. 

  All the information was collated and provided to the carrier.

  The carrier provided the relevant paperwork which showed that someone did sign for the item.

  From the carriers point of view, the item is considered delivered and this is why the claim has been denied.
  
  It may have been that the item was signed for by someone unknown to the client which could constitute theft.
  
  We understand the frustration this may have caused and we have suggested filing a Police Report.

   

  Kind Regards

  1stdibs

  Customer Answer

  Date: 11/03/2022

  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:

  I had a conversation with the **************** (letter attached) that they considered the package lost even though there was a signature and they stated the package was delivered. No one was home, the signature was a line and it was not delivered nor did any ***** person or truck show up on my Ring Doorbell footage. Therefore, **************** ******************* stated it was considered lost and that 1^st***** should contact them back for a resolution. 1^st ***** stated ***** did not change their stance that it was in fact delivered, even though I provided them with a case number and the attached information to reach out to the **************** employee ******************* to whom I spoke. After many more emails and complaints, 1^st ***** finally refunded my money. I am satisfied about that but I am mad that they took *****s word for it and didnt pursue the lost package. Now ***** needs to be reported to the BBB as they completely lied about delivering the package, as well as telling me that it was considered lost and then telling 1^st ***** it was in fact delivered.

   

   

   

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

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

  Business Response

  Date: 11/07/2022

  To Whom It May concern

   

  Any business will have processes in place to follow for lost deliveries, including carrying out a full investigation to the situation.

   

  After attempting to understand what had actual happened in this scenario, 1stdibs provided a full refund to our client as a gesture of goodwill.

   

  We are unable to comment on behalf of FedEx.

   

  Kind Regards

  1stdibs Support

• Initial Complaint

  Date:08/05/2022

  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 an old Lenox chandelier on the 1stDibs website from seller ************************************* located in *******. I paid $600 for the chandelier plus $285 for delivery to *****, **, $885 total. I ordered the chandelier on September 27, 2021, but it was not delivered until October 22. This was one day later than promised, and I was away on a trip when it arrived, I was not able to check it for damage until several days later. When I did, I saw that the chandelier was damaged in several ways:1. One of the porcelain globes had a hole in it.2. One of the brass frames holding a lampshade was broken.3. Minor damage to the lampshades.When I contacted 1stDibs, they refused to help in any way, because it had been longer than a week since delivery. I contacted ************************************* and he said none of these conditions were present before shipping. He promised to contact the shipper, but never got back to me or returned my calls or emails. Finally, I called the shipper at ************ and told him what happened. He said the delivery was insured, asked for pictures and then stopped responding.I have not been able to repair any of the damage. Apparently its difficult to weld brass. The chandelier has been out of production for over 20 years, and there are are no spare parts. I have a broken chandelier I paid $885 for and I would like to be reimbursed at least for the shipment, ideally for the chandelier as well, as its now worth far less, $200, maybe??

  Business Response

  Date: 08/08/2022

  To Whom it May ******************************************** records show the item was purchased 27 September 2021. The client confirmed they received the item 22 October 2021

   

  Our Buyer Protection Policy provides 7 days to report any concerns with an order. Please find the link below

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

   

  The buyer contacted 1stdibs 10 November 2021 to report concerns relating to their recent purchase. 

   

  We advised unfortunately we could not assist due to the time line of reporting being outside of the Buyer Protection window.

   

  We suggested they contact the seller to see if they could assist. From our records this did not happen and we are now 10 months later.

   

  Kind Regards

  1stdibs Support

   

   

  1stdibs Support

   

  Due to the time that has lapsed we are unable to assist any further.

  Customer Answer

  Date: 08/08/2022

  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]

   I did contact the seller through the messaging app on the 1stDivs website. He responded with his email and ignored me afterwards. I believe my case deserves an exemption from the 7 day policy because the seller delivered the chandelier 1 day late and i was out of town and could not check it for damage within the 7 day period.

   

   

   

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

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

  Business Response

  Date: 08/10/2022

   To Whom It May ******************************************** sales order relating to this case was ordered 27 September 2021. At the time of the purchase the estimated delivery timeframe was 3 Business Handling Days, plus 2 -20 days delivery. 

   

  The item was delivered 22 October which was reasonably within the estimated delivery time frame.

   

  The 1stdibs Buyer Protection Policy provides 7 days from the delivery date to raise any concerns concerning a purchase. Our records show the first contact 1stdibs received was via an email 10 November 2021 which was deemed outside our Buyer Protection Policy.

  We informed the client we are unable to support any claims 11 November 2021. Our decision remains.

   

  Kind Regards

  1stdibs Support

  Customer Answer

  Date: 08/10/2022

  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:

  I still have a broken chandelier and no recourse

   

   

   

   

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

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

• Initial Complaint

  Date:07/12/2022

  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.

  Im not sure of the transaction date, but probably around 2 years ago. I just found out a the coral ******** they sold me was fake. They told me to return the ******** and I did. It was verified that the seller did receive the ********. 1stDibs just informed me that they will only refund my money on the credit card in which the transaction was made. I dont have that credit card anymore and 1stDibs refused any other method of refund. Now, I dont have the ******** or my money.

  Business Response

  Date: 07/13/2022

  To Whom it Concern

   

  1stdibs has a current support case where the team are corresponding with the client on this specific order and working towards a resolution.

  1stdibs Buyer Protection Policy provides cover for this type of situation and we provide the relevant information and policy in our ************** as per the link below:

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

   A full refund has been raised and authorised however it cannot be processed due to the card on account no longer being valid.

  We are working with our accounts team to ensure we can arrange for the funds to be refunded by other means.

   

  Kind Regards

  1stdibs Support.

• Initial Complaint

  Date:06/21/2022

  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.

  We purchased a very expensive pair of lucite table bases through 1st dibs and used their shipping service. Both seller and 1st dibs acknowledge that the bases were damaged by 1st dibs during shipping. 1st dibs has refused to follow up with us, or return numerous calls and emails in what seems like a systematic way to give us the run around.

  Business Response

  Date: 06/23/2022

  To Whom It May ******************************************* order this relates to had damaged reported at the time of delivery. 1stdibs has to determine whether these are pre existing conditions or have been caused by transit damage. To do this we need ****************** from both the seller and the buyer and then propose the most suitable resolution for both parties which can include restorations a replacement or a return as some examples.

   

  I understand the frustrations this may have caused the buyer and I have escalated the case to ensure we achieve a swift resolution.

   

  We will contact the buyer privately

   

  Kind Regards

  1stdibs Support