Complaints

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

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• 

  Everything But the House

  6000 Creek Rd Blue Ash, OH 45242-4024

  
• 

  Everything but the House LLC

  166 Howell St Dallas, TX 75207

• 

  Everything But the House

  3700 Parkway Ln Ste F Hilliard, OH 43026

• 

  Everything But the House

  235 W 12th St Cincinnati, OH 45202-7553

  
• 

  Everything But the House

  Indianapolis, IN 46278

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:09/07/2023

  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 bought a ***** watch from this auction( Everything but the house )on the basis that it was guaranteed and inspected by experts and that it was original. I paid 3900 in full, including fees and taxes. After receiving it and taking it to the ***** agent to examine and repair it, they refused to receive it and said that parts of it had been removed and replaced with counterfeit parts. This was not explained in the description. The description was unclear and this is deceiving the consumer. I sent them a request for the refund on the same day and they refused to accept the return.

  

  Business Response

  Date: 09/07/2023

  Good Afternoon,

  On Thursday August 31, 2023, 3:20pm EBTH received a voicemail requesting a return phone call as well as an email stating, "I want to return the watch because I took it to the ***** agency and they refused to receive it for repair because it was opened and non-original parts were installed in it, such as the screen and some internal parts, so I want to return it and get the money I paid back". EBTH reviewed the complaint as well as the listing and replied to the customer with where we noted the aftermarket parts in the listing.

  Attached to this complaint is the full 4 page PDF listing of the ***** purchased by the customer.  Additionally, a second document has been uploaded showing where the listing stated, "Aftermarket diamond bezel and watch dial".

  While we appreciate the customers' want to have the ***** serviced by *****, it is *****'s policy not to service watches with aftermarket items (add on's or customization's).  Since EBTH made that attribution known during the time of bidding, we are not responsible for the customer's inability to have the watch worked on by *****.  The customer can, however, seek a local jeweler or horologist to have the item serviced.     

  Given there is no listing error, material or otherwise, EBTH will not return the item or refund any percentage of the purchase.

  Sincerely,

  The EBTH Team

  Customer Answer

  Date: 09/07/2023

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

  I took the watch to more than one jewelry company and they refused to receive it because it contains counterfeit parts that are not original. I do not accept this fraud, nor do I accept a watch with counterfeit parts. I want my money back in any way possible. 
  

  This matter is unacceptable, and how can they give people guarantees that they have the experience to examine everything when they sell parts that they know are tampered with and not original!!

  This is commercial fraud. They manipulate the pieces and list them under the name of international brands. They claim that they have experts who examine them, and once they purchase and discover the matter, they refuse to return the counterfeit goods.
  
  
  Regards,
  
  
  
  ****** ** *****
  
  

• Initial Complaint

  Date:08/30/2023

  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.

  Listed 3 items with ETBH. Sold 2. The 3rd item is incorrectly listed. I've been emailing back and forth with a rep about their so called experts decision to eliminate the correct information which could cost me thousands of dollars. They never answer the phone. I do not want them to list my item since they can't accurately list it.

  

  Business Response

  Date: 08/31/2023

  Good Afternoon,

  Attached is a copy of the listing containing 'rawhide'.

  Regards.

  Customer Answer

  Date: 08/31/2023

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

• Initial Complaint

  Date:08/08/2023

  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 purchased an advertised authentic Chanel handbag from Everything But The House for $901 plus tax, plus shipping, plus and extra delivery fee they tack on - over $1000. It arrived and it's a fake. The bag is very low quality. The manufacture country states France, this style is only produced in Italy. I asked them to send me a label to return it and they won't. They say I need to prove it's not fake and then they will review. Horrible company!!!!! Buyer beware!!!!!!

  

  Business Response

  Date: 08/08/2023

  Good Afternoon,

  EBTH received the customers complaint yesterday morning.  Since our team of experts reviewed the item and confirmed authenticity, we requested the buyer provide proof of inauthenticity from an expert of equal caliber.  We referred the customer to a variety of resources including:

  1. ************ *****
  2. ***** ******
  3. ************
  4. *******
  5. ************ *********

  EBTH also stated we would reimburse the customer any fees associated with using these outlets IF the item's authenticity is disputed.

  To date, the customer has not provided documentation to support the accusation.  EBTH is committed to our brand promise and stands behind the listing.

  Customer Answer

  Date: 08/08/2023

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

  Instead of EBTH.com taking back the fake Chanel they want me to try to prove that it's fake. They however didn't include any proof that it's authentic. Only allegations on their site listing it as authentic. They are the seller, I am the buyer - the proof is on them. It's fake, Chanel doesn't produce this style in France, only Italy. France is noted in the bag. The quality is NOT Chanel and the serial number is fake. They need to do the right thing and take back the purchase.

  
  
  Regards,
  
  
  
  **** *****
  
  

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch on June 30th. When I went to pick up the couch, it had splintered wood and joints. When I sat on it, the bottom broke out. The amount I was charged was 178.52.
  
  I didn't want to take the couch based on its condition but the individual in the lot said that I had to take the couch as I had already paid for it....he said he could not authorize a refund. I called the business immediately and filed a complaint, but they refused to issue a full refund.
  
  They sold me a defective item and refuse to take responsibility for their mistake

  

  Business Response

  Date: 08/08/2023

  Good Morning,

  
  The customer won the outdoor sofa set on June 29, 2023.  The customer picked up and wrote into EBTH on July 10, 2023:

  
  "This item was in poor condition.  The wood was dry rotted and split in several places.  The joints were also separated.  I demand a refund.  I am throwing this couch in the fire.  It's absolute trash."

  
  The customer never communicated breaking the item and never supplied photos of a broken seat bottom.  He did, however, provide photos of the item parts he took issue with (splintered wood and joints).  EBTH offered two refund options: a 50% refund and allowance to keep the item; a full refund upon receipt of the item to our facility.  The customer refused both resolutions and said he would rather dispute the charge with his credit card company and keep the item.  

  
  It has been almost a month since the customer picked up the pieces and EBTH has not received a dispute.  Based on the customer’s communication in this BBB complaint, however, the item is no longer in the condition it was sold.  EBTH can only assume the customer broke the item in the time since refusing our two resolutions.  As it currently stands, the item is no longer in the condition it was sold so EBTH is unable to offer a full refund.  We will, however, refund 50% of the purchase price to the payment method on file. 

  
  Regards.
  

  
  

  Customer Answer

  Date: 08/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. How soon will the refund be issued?

   

  
  
  
  Regards,
  
  
  
  ********* ******
  
  

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a turquoise ring on 6/23/2023 and had it shipped to me. The turquoise stone was apparently fragile but was not mentioned in the description before I bid on it. The ring was placed small plastic bag wrapped in a thin piece of 7” x 9” tissue paper, then in a small yellow envelope that had a thin layer of bubble wrap and then in a paper thin shipping sleeve. This did not provide enough protection for the stone in the ring.
  On 7/13/23 I placed a claim online with EBTH as this was the only way to get a response.
  On 7/14, Hannah B, Client Service Specialist sent me an email stating what they needed for reimbursement. On 7/15/23 I sent all the needed info via email and have not received any response. I have called ###-###-#### MULTIPLE times and left messages, but no response. I have resent emails to EBTH contact and no response.
  I want a 100% refund for $74.76 which includes all shipping and handling fees. And would like a fee free return shipping for the ring.
  The stone was of inferior quality not provided in the description. The ring was not adequately packaged to protect the fragile stone. When I unwrapped the ring, tiny pieces of the stone went everywhere, leaving small chunks of the stone missing in the ring. It is unwearable and certainly not presentable to give as a gift, as I intended.
  There is absolutely no reason for not getting a response other than having me miss their 30 day return policy. I sent the requested pictures of the ring and chips that fell out, and the packaging materials.
  My EBTH Case # is ********, Invoice #********* and the ring is #**********.
  Thank You,
  ***** *****
  ###-###-####
  ********************

  

  Business Response

  Date: 07/21/2023

  Good Afternoon *** *****,

  We can confirm receipt of all necessary photos and you are currently in queue for a ***** claim to be filed.  

  We appreciate your feedback regarding the items packing and can assure you the item did not leave our facility in that condition.  With this said, ***** is responsible for the way you ultimately received the product and we are working toward a full refund once the claims process is complete.

  Our Logistics Claim Specialist will be reaching out next week with an update.

  Please let us know if you have additional questions or concerns.

  Customer Answer

  Date: 07/21/2023

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

  Customer Answer

  Date: 07/26/2023

  *** *******,  Thank You for speaking with me today.  As I said, I tried to add additional info as to why I declined EBTH’s resolution, but could not find a way to add my input.  So here is the reason why:
  My understanding is that EBTH is the company that packaged the ring I purchased from them.  The packaging itself was not sufficient enough to protect the fragile turquoise stone in the ring.  The stone was obviously of poor quality and was not given in the description of the stone. 
  
  EBTH’s resolution was to put in a claim with the shipper, *****, and refund me after their claim was complete.  The damage to the stone, in my opinion, is of no fault of *****.  The outside of the package looked just fine.  It did not look like it had received any trauma along the way.  The stone in the ring was very flawed,  making it very fragile.  The flimsy envelopes that EBTH placed the ring in gave no protection to the stone.
  
  I did receive a call from EBTH the day I contacted BBB and was told they would completely refund me but made no mention of waiting for their claim to *****. 
  
  What do I think is fair?  A complete refund to me for $74.76 from EBTH and not involve ***** for the poor quality stone.
  
  Thank You,
  ***** *****
   
  

  

  Business Response

  Date: 07/26/2023

  Good Morning,

  We, too, appreciate the BBB re-opening the complaint.  

  The ring was not listed in the manner received nor did it leave our facility in that condition.  The cracking, chipping, and breakage was due to a volatile impact performed by the shipper, *****.  That is the reason for the ***** claim. 

  On July 21, 2023, the customer was both called and emailed regarding the claim.  In the email, she was provided a shipping label to return the ring for a full refund [copy of communication attached].  

  The tracking number for the shipping label is: ************

  To date, the label has not been used and the item has not been received by EBTH.

  Upon receipt of the item, EBTH will refund in full.

  Kind Regards.

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20356889, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:07/14/2023

  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.

  On 7/4/2023 I won an EBTH Auction for 14K 1.20CTW Lab Grown diamond Earrings for $504.31. The invoice **********. ***** delivered a RELABLED envelope on 7/7/2023. I immediately opened the envelope to find another heavily damaged envelope. It actually had holes in it. Opening it found the earrings in a plastic ziplock bag also with holes and the earrings wrapped in tissue paper with holes showing the damaged earrings. In tried calling EBTH and left a v/m. I also went online and completed an online messaging form. As requested, I photoed all the damages, including the envelope, plastic bag, tissue paper and earrings and attached to my email form. I have emailed every day along with leaving v/m's on their ###-###-####. I have received no response other than assigning case #s to my email messages. THE INITIAL CASE # ********. The earrings are not repairable, I would like a refund and will return the earrings. I purchased these for my daughter to wear in her upcoming wedding and am very upset especially over their poor business practices. I would like to be able to recover my money and purchase earrings elsewhere.
  Please advise if you may assist me in any way to recover my $504.31.
  Thank you!

  

  Business Response

  Date: 07/17/2023

  Good Morning,

  Item 14K 1.20 CTW Lab Grown Diamond Earrings was won on July 4, 2023 and delivered to the customer on July 7, 2023.

  EBTH received communication from the customer on July 7, 2023 regarding the item's condition.  In response, we requested a specific number of photos displaying the damage so we could file a claim with ***** via email.  The customer obliged on Friday, July 7, 2023. 

  By the following Wednesday, July 12, 2023, EBTH began filing the claim and communicating with the customer via email.  Attached is a screenshot of the communication sent to the customer.

  On July 14, 2023, ***** approved the claim and we communicated the need to have the item remitted back to EBTH for a full refund.  Again, a screenshot of the communication is attached.  

  Perhaps our communication has since gone to the customer's SPAM folder? 

  We are working hard to resolve the issue quickly and efficiently and we did send a shipping label on July 14, 2023 for EBTH to pay to have the item returned.

  We look forward to the customer sending back the item so we can finalize a resolution.  

  Customer Answer

  Date: 07/19/2023

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

  Customer Answer

  Date: 07/19/2023

  I mailed the earrings in a safe shipping box @cost of $3.20 .  When  EBTH refunds  my $504.31 + shipping cost, I will discharge my complaint. 

  Thank you for your assistance in this matter.

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

  

  Business Response

  Date: 08/04/2023

  On July 20, 2023, EBTH refunded the invoice in full and issued a gift card for the shipping costs of $3.50.  

  EBTH considers this matter resolved.

  Customer Answer

  Date: 08/06/2023

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

• Initial Complaint

  Date:05/26/2023

  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 sent in 23 pieces of jewelry to consign with them and they claim to have received only 5 pieces.

  

  Business Response

  Date: 05/26/2023

  Good Afternoon,

  EBTH only received 5 items.  

  EBTH reviewed the security footage of the box being opened and confirmed only 5 items were packed.

  Best,

  

  Business Response

  Date: 05/31/2023

  EBTH reviewed the security footage that shows our employee opening the package.  The package contained 5 pieces of jewelry that were rolled together.  No other items were in the package. 

  
  EBTH requested evidence of the missing items from the client but were told it would prove nothing even if he could because he could have removed them from the box after taking the photo.

  EBTH does insure all shipping labels (both inbound and outbound).  In order to file a claim, EBTH requires proof of packing, inventory list and evidence of package tampering.  At this time, none of the above have been satisfied.

  EBTH has reviewed the phone call with the customer and the Client Service Manager.  Below are our take-aways:

  1. EBTH is not calling the customer a 'thief' or a 'liar' as he eludes to in both the phone call and this complaint.
  2. EBTH did not receive 23 items.
  3. EBTH cannot pursue a claim with the information currently on file
  4. EBTH will proceed with sending the 5 items to auction per the clients directive
  5. EBTH did not dispose of 18 pieces of jewelry as the client eludes
  6. EBTH is not accusing the client of insurance fraud or any felonious actions
  7. EBTH will not be held financially responsible for the non-receipt of 18 items

  We hope this helps clarify the situation.

  Customer Answer

  Date: 06/01/2023

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

  They didn't ask me for any evidence until after they had already told me that they had decided there was no items in the package.  I do have pictures of the items and an inventory of the items as well as receipts for the items. They made it clear immediately when the problem arose that their main interest was in protecting themselves from any liability regarding the jewelry.

  
  
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:05/11/2023

  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 have had several instances where the items I have purchased where not as described- for instance- they state something is sterling when it isn’t. I take it to my jewelers. And they tell me I need to have it in writing that it isn’t or return it and they will only divide the number of items in the lot by the purchase price to give me an amount back. I usually have to go back and forth with them several times with an initial person and then request a manager and then drive 40 minutes two ways to return. They shove everything in a bag and hope you don’t get the stuff out of the bag. They take four photos. This last complaint I had I got a grouping of stuff that was supposed to be all jewelry. It took me one week longer than return policy to be able to return due to some personal stuff but I had o e piece of jewelry that didn’t have a backing and something that was supposed to be a ring that wasn’t a ring, it had a stretchy band attached to it and the description stated rings not a ring and was only one ring in the whole grouping, so I was told sorry bought your luck here’s a 10$ gift card. I wouldn’t have even bid on this. I probably have registered 10 complaints in last 2 months and I’m tired of it. You can’t possible call pieces in a lot of jewelry equivalent. I can provide instances of the complaints I have had over the last couple months. They report to have *** certified folks look over this stuff and to demand I provide proof in writing that something is or is not sterling when they are stating it is. My jeweler requires me to pay for an appraisal for anything in writing. I wouldn’t even bid on it.

  

  Business Response

  Date: 05/12/2023

  Good Morning,

  Customer purchased *********** “********* *** ******* ******** ** ******* ******* **********” on March 19, 2023 for $55.00.  The listing contained 6 photos, 6 lines of listing attributes, 4 disclaimers, and 5 condition notes. A copy of the listing is attached as a PDF.
  
  Customer states “…I got a grouping of stuff that was supposed to be all jewelry. It took me one week longer than return policy to be able to return due to some personal stuff…”The 30 day return window expired on April 18, 2023 and the customer emailed EBTH on 5/8/2023 11:28 AM (20 days past).  
  
  Customer states, “…but I had o e piece of jewelry that didn’t have a backing and something that was supposed to be a ring that wasn’t a ring, it had a stretchy band attached to it”.  EBTH does not construct the items sold on our platform but based on the photo the customer submitted (attached), we do categorize this as a ring.  EBTH takes responsibility for not listing/photographing the jewelry item that has no backing.
  
  Customer states, “…and the description stated rings not a ring and was only one ring in the whole grouping”.  The customer is correct: the description stated rings.  The verbiage in the listing is a formatted hyperlink that takes bidders to other RINGS on the website.  The formatting is same throughout all listings regardless of quantity in the listing.
  
  Per our communication on May 10, 2023: "It appears that you are unhappy with two of the items in the lot, a cameo with no back and a ring. Because there were two items in your 30 item lot that you have issue with, I would be happy to provide you with a $10 EBTH gift card for our site to compensate for the two items that you are concerned with". 
  
  EBTH’s $10.00 gift card offer still stands but a refund is not applicable due to the 30 day return policy.

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The description implies there are more than one ring in the listing. The item I thought had a backing didn’t and is unusable as a piece of jewelry. All jewelry was squished in a bag. I tried to explain the reason for my not contacting them earlier. I understand their 30 d return policy but they need to describe items correctly in their listing and photographs. They didn’t take photos of the two items in question. I can use this “ ring”as a hair decoration. I can’t use the red piece for anything and there are other probs with the lot. There is an **** bracelet. Rings imply more than one. The reason I am lodging a complaint is because this is a multiple offense for them. They think they can divide the number of pieces in the group by the price and call it a day. It’s a poor business practice. I’ve received pendants with no stones. Jars of marbles with no jars, broken necklaces, unstrung pearls, etc, Kate spade bracelets that were described as both sterling and not sterling in the listing and told I need written confirmation that it’s not when they screwed up the listing. I can return it as long as it’s in the policy? Well it’s not jewelry and it’s not as described as seen in the photos. My son was hit and his car was totaled before he needed to drive back to college out of state. I had 2 kids graduating (1 of those kids out of state) and I tried to explain that to them. I even was late picking up something else I had purchased from them and received an email stating I needed to pick it up. And my mother in law is in hospice care coupled with the fact that my son has my car and I don’t have one has been our primary concern. Not this jewelry situation. I just wish they would own up to their mistakes and do the right thing for once. I spend a ton of money with them.
  
  
  Regards,
  
  
  
  ****** *********
  

  

  Business Response

  Date: 05/17/2023

  Good Morning,

  In the previous response, EBTH addressed the customers concerns but will reiterate:

  EBTH takes responsibility for not listing/photographing the jewelry item that has no backing.
  
  The customer is correct: the description stated rings.  The verbiage in the listing is a formatted hyperlink that takes bidders to other RINGS on the website.  The formatting is same throughout all listings regardless of quantity in the listing.

  EBTH is sorry to hear about the situations occurring in the customers personal life.  Again, because there were two items in your 30 item lot that you are unsatisfied with, we are happy to provide you with a $10 EBTH gift card.  The gift card number is: **********.  Please upload it as a payment method before bidding so it automatically deducted from your next purchase.

  Best,

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I would like refund for lot. I would t have bid on the lot. They state a Gia certified jeweler has inspected the items. Obviously, there was no inspection.
  
  
  Regards,
  
  
  
  ****** *********
  

  

  Business Response

  Date: 05/19/2023

  Good Morning,
  
  
  As stated in the listing, a *** Certified Gemologist did inspect the lot.  EBTH provided description based on its assessment of the lot.  This scenario is an example of the buyer assuming their assessment of condition will be the same as our assessment.  At EBTH, the items sold are not new nor in perfect condition, sometimes have patent and/or latent defects (including those beyond ordinary wear and tear), may require touch-up or repairs prior to use, and the available information about these items can be  limited.

  
  As previously discussed, any return claims submitted for review by our users must be received within thirty (30) days of the earliest of delivery or you taking possession of the item by contacting EBTH.  This did not occur.

  
  In lieu of a refund, EBTH issued a $10.00 gift card on a $62.00 purchase as a courtesy.

  Customer Answer

  Date: 05/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  If the *** certified inspector inspected the lot he/ she would have pointed out the defects especially a missing back to a brooch pin and a ring made of a stretchy band not a real ring and a faulty advertised description of rings that were not in the lot. This is a case of false advertising and intentionally misleading the consumer. 
  Regards,
  
  
  
  ****** *********
  

  

  Business Response

  Date: 10/17/2024

  Thank you for reaching out to us via the BBB.
  
  We have performed a review of your account as well as the statements made to the BBB.
  
  As a company that specializes in finding new homes for second-hand items, we pride ourselves on not only making sure our auctions lots are accurately cataloged and described, but also making things right in the rare events when we make a mistake. In this case, it was very clear from your multiple outreaches to us that you were not satisfied with the item you bid on and won, so we proactively and completely refunded you $66.94 on 9/30/24 and advised you to keep the item as well.
  
  While you state that you have not purchased a lot in 2 years, in fact, in the last 2 years, you have won/purchased 117 items from us. Of those 117 items, approximately 13 have resulted in a customer service case where we have issued you a credit or a refund. That 11% issue rate is approximately 20 times our average customer service rate. We do take pride in the lots we sell on our website, and we have a strong driver to ensure our customers are happy with their purchases. However, in this case (as we stated in the email we sent you on 9/30/24), it is clear to us that we are, at this time, unable to meet your specific needs with regards to the lots we present on our site. Since we clearly cannot meet your specific needs, we made the decision to not do business with you in the future.
  
  As for your request for a PDF of your purchases - when you win an item on our auction site, you are sent multiple emails with the details of that purchase. These emails have sufficient details to allow you to understand the purchase price of the items you have acquired from us. However, in the spirit of BBB compromise, we have attached a PDF summary of your lifetime purchases with EBTH. 
  
  We do appreciate your 10 years of historical patronage of our site and the decision to cease doing business with you was not taken lightly.

  Customer Answer

  Date: 10/18/2024

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

  
  

  I stated I had not purchased an “uncommon discoveries” lot… in  years. So staying away from those types of things- and I have been absolutely warranted in my calls as would any consumer. If you purchased an item that was photographed not showing a one inch hole in it you would make a phone call- would you not? If you were expecting a piece of jewelry that was 10k and realized it was sterling would you call? Is that ok? Nope EBTH will lose your account to improve their rates.. wonder what the news stations would think about that. 10% is nothing really in the big scheme of things. I don’t send multiple anything unless I have received no response- which was the case here. Not responding is what caused me to send an email- I could send multiple contact cases- no one answers the phone when you call or I could drive out to the blue ash location where pick up is and attempt to speak with someone there. But even when I had a pick up of a can opener there that was supposed to be new in the box and they handed me a clearly used package that wasn’t as described and the wrong item/ type model number can/ jar opener. They failed to put it in the system properly and I got charged a late pick up fee resulting in more emails. I can’t help that. It seems like I have been blamed for their lack of response on the other side. I realize they have other consumers/ patrons but I am busy too and they need to be held accountable for presenting and describing things appropriately so people can bid on them. I want to know how many other folks accounts they have closed down.  I didn’t ask for my item to be refunded I only want them to improve so no one else gets items like these. I’ll be happy to send photos of these things. And I did not send multiple emails. One went to customer service and I got a response that discussed markings to jewelry which didn’t address the kinds of things I got in the lot which weren’t jewelry so I contacted Marie boudin from customer service whom I’ve dealt with before but she’s been moved to a different department so she forwarded my case to a different chick. That person responded with the refund and the , were not doing business with you.. when I first read it I didn’t read all of it because I was giving flu shots at work and only read part of it… when I got home I read the rest and was instantly upset because it’s not the way to justify or handle folks who have minor complaints especially when you do t take enough photos to start with. Do a better job on your end. Get someone to qa their work. I can’t tell you how many things I had that weren’t sterling that their supposed “GIA jewelers”said were sterling.. that’s fraud and they are misrepresenting what they are selling to make a profit..I’m not buying thousand dollar Tiffany rings and I hope no one out there is getting fake items…and I hope they don’t complain. I actually got human teeth in a jewelry box I purchased. I didn’t get any response from them about that one.  So gross..ask them how many peoples accounts they have closed for complaints…
  
  
  Regards,
  
  
  
  ****** *********
  
  

• Initial Complaint

  Date:05/01/2023

  Type:Delivery 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 an item from Everything But The House on February 27, 2023 that was sent to me via FedEx on February 28th. FedEx lost the package and as of today, May 1st, it is still lost and EBTH continues to refuse to reimburse me for the $1,400 cost of purchase plus shipping.

  

  Business Response

  Date: 05/02/2023

  Good Afternoon.

  Thank you for taking the time to make us aware of this situation!  

  We reviewed the tracking on (**********) Cartier Tank Vermeil Stem Wind Wristwatch and see FedEx still lists the item as 'delayed;.  Based on the conversation with FedEx, they are pulling in their High Res Team to investigate.  Our Logistics Team was hoping to have this item already moving again or confirmation from FedEx that the item is missing.  To date, EBTH has not received the requested updates from FedEx.

  At this time, EBTH will refund the invoice in full.  If the item begins moving again and is successfully delivered, EBTH will reach out to re-charge the card on file.  

  We appreciate your patience and hope you continue to find value in the uncommon items on *********

  Customer Answer

  Date: 05/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is financially satisfactory to me although unduly delayed as I was not refunded until two months after the promised delivery date.
  
  
  
  ****** ****
  

• Initial Complaint

  Date:03/16/2023

  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.

  Won a watch via auction. The watch was not working from the minute I opened the package. The disclaimer indicated: "running of time of evaluation but future state not guaranteed". The only thing running on the watch is the "seconds" hand continuously turning. The watch does not wind (winder not operating) and the minute and hour hand does not move at all (even after 2 hours or running). I contacted EBTH and they refused a refund and was referred to the disclaimer. There is no language in the disclaimer indicating that Nothing about a watch operation is guaranteed prior to or after shipping. It indicates nothing about receiving a non-operational or broken watch that was intentionally shipped to me and disclaimer is a way of not refunding me. Completely unethical, misrepresentation, deception and false advertising. This tells me that all thier watches are broken and non-operational and EBTH is dumpling ground for such watches that are not able to be sold anywhere else!

  

  Business Response

  Date: 03/17/2023

  Customer reached out to EBTH on March 15, 2023 regarding his purchase of the ***********) 1967 14K Bulova Accutron Tuning Fork Wristwatch and its functionality upon receipt.  EBTH reviewed the listing details and  communicated the following two statements from the listing:
  
  1. Timekeeping accuracy not guaranteed.
  2. Running at time of evaluation without detailed testing; future state not guaranteed.
  
  The customer was unhappy with our declination for a refund and responded, “Ok, this is my 4th watch and 10th item or so I have bought from EBTH and you just lost measure a customer. Negative reviews and comments will follow on my blogs and other community platforms... Not a wise decision on the part of EBTH”.
  
  Customer states in BBB complaint, “The watch was not working from the minute I opened the package”.  We can see that the watch was running at the time of evaluation by analyzing the listing photos.  They are attached.
  
  EBTH places ‘future state not guaranteed’ into the listing because we do not know what service a watch will require at the time of receipt.  EBTH does not claim to service or repair watches prior to listing.  
  
  EBTH would like to point out the customers purchase history: 7 out of the 9 purchases in the last two years have been watches.  There have been no complaints reported by the customer on any of the other watches he purchased from EBTH.  Therefore, EBTH disagrees with the customers statement, “This tells me that all their watches are broken and non-operational and EBTH is dumpling ground for such watches that are not able to be sold anywhere else!”
  
  In all, second hand items can require service post sale.  EBTH does not claim to sell brand new items from the manufacturer.  If the customer is not okay with that, we understand the frustration and wish him all the best in the future.

  

  Business Response

  Date: 04/21/2023

  Good Afternoon,

  Unfortunately, due to actions taken by the customer, EBTH can no longer respond on this platform.

  A representative from EBTH will be in touch via the third party elected to mediate the situation.

  Thank you.

  Customer Answer

  Date: 04/25/2023

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