Complaints
This profile includes complaints for Everything But the House's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 56 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/23/2022
Type: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.
EBTH advertised its cutlery set as '*********' in its title. There are many manufacturers of *********, some expenseive and some very cheap, but all have the ********* stamp on the pieces. So I thought it was a ********* of some sort. But it isn't . Its just a cheap brand made in China that has no ********* stamp. there are many ********* cheap chinese brands, but they are valid as they have '********* on them. There is no ********* anywhere on any piece of cutlery. It tries to look like one of the ********* designs, but they should not have advertised it as a ********* as it is not. EBTH advertised it as ********* as opposed to 'the style of *********'. I would never have paid so much if I had known it was completely fake.
Business Response
Date: 12/23/2022
Good Afternoon,
We are sorry to hear you are dissatisfied with your purchase. For reference, below is a link to the flatware set you purchased on December 17, 2022:
*******************************************************************************************
The listing is titled ******** "********" Wood Handled Flatware Set for Sixteen and goes on to outline the quantity of each type of flatware as well as the pattern.
The complaint mentioned in this communication is in regards to the accuracy of the listing. We have reviewed the listing attributes in order to ensure the bidder had all necessary information to value the set correctly. Below are our findings:
The flatware set is marked ******** in photo 2/6.
The pattern is ******** as defined by the style in which they were created. Confirmation of the correct style can be found on www.replacements.com under ********/********-Rosewood (Stainless).
The quantity is accurate as 16 Knives, 16 Forks, 16 Salad Forks, 16 Spoons, 15 Teaspoons appear within the listing.
The customer states, “Its just a cheap brand made in China that has no ********* stamp.” According to ********knifeshop.com, “Several manufacturers in France make knives under the name ******** and they come with different marks such as K ******** and Lion. Sadly, some of these manufacturers have licensed their brand to be made in China…” Confirmation of the items origin is seen in photo 6/6.
Overall, the listing is accurate as our description was based on our assessment and the listing details match the item.Customer Answer
Date: 01/09/2023
Hi, I think I missed the response email from the business. Sorry, please do not close this out. They responded that the ******** brand was valid which I am not questioning. What I am saying is wrong is that ********* is also a brand and that they represented it as ( the said ******** *********). when it is just a ********. There is no ********* brand on the items. Yes, this is done in ONE of the styles ********* does, ( the bee style) but you cannot put ********* in a representation on the TITLE unless it is a *********. They should have said 'in the style of *********". under description and NOT IN THE TITLE. Please continue to follow up as they LIED on this. thanks.
******* ****Business Response
Date: 01/09/2023
Good Afternoon,
Thank you for the feedback regarding the listing.
After careful research, the word ********* refers to a town in France that is famous for making flatware. Many other company's use ********* when selling their version. To be clear, ********* is not a brand so adding the suggested information to the listing would not make sense for our buyers.
EBTH takes pride in listing accuracy and allowing our bidders 5 days to research items so they are knowledgable on what they are purchasing. If you would like to resell the set, we are happy to send a contract.
Initial Complaint
Date:12/02/2022
Type: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.
Won an on line auction for a pair of 14kt white gold twisted hoop earrings. Winning bid was $82 with $30.16 added for S&H. Earrings came 5 days later inside a plastic bag. Nothing around the earrings for any protection. Big surprise- one was bent and the back post smashed. Multiple calls made and messages left. Email sent. Another surprise - no response. Will never look at their on line auctions again.Business Response
Date: 12/02/2022
Good Afternoon,
I am sorry to learn our attempts to communicate went to your SPAM folder.
November 22, 2022: Item received by customer
November 29, 2022: Customer submitted case with EBTH
November 30, 2022: EBTH Logistics Team emailed requiring statement in writing [Screenshot Attached]
December 2, 2022: EBTH Logistics Team emails again requiring statement in writing [Screenshot Attached]
After a phone conversation with the customer, she requested we copy her husbands email on the thread.December 2, 2022: Same email sent again to both email addresses provided.
December 2, 2022 12:30pm: Customer responded with the statement of damage and photo verificationDecember 2, 2022 1:20pm: EBTH Logistics Team reviewed communication and responded with full refund
December 2, 2022 1:25pm: EBTH refunded invoice in full
We apologize if the above did not meet your expectations. We are glad to have been able to resolve the situation.
Customer Answer
Date: 12/02/2022
EBTH has just responded to my most recent voicemail where I told them that I had contacted BBB. They have now issued me a full refund.
Thank you, ***** *******
Sent from my ******Initial Complaint
Date:12/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sent ******* cards to be sold on their auction site. They decided not to sell them. I asked them to send them back to me but they haven't done so.Business Response
Date: 12/02/2022
Good Morning,
The ******* cards were received November 4, 2022.
The lot was scheduled for sale on November 16, 2022.
The lot was removed from sale on November 21, 2022 due to questionable authenticity.
Everything But The House was closed November 24, 25, 26, and 27th for the Thanksgiving holiday.
Yesterday, December 1, 2022, the items were marked as Return to Seller.
Thank you
Business Response
Date: 12/02/2022
Good Afternoon,
The item has been packed.
The routing number is: ************.
Best,
Customer Answer
Date: 12/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** *******Initial Complaint
Date:10/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
sept 28 #********* $ 46.47 sept 26th #*********, $ 47.56 sept 25 #********* $98.67
I want to say normally I never have an issue with this company and use them often. However, when i have asked about these items above ,who are still in the check out area even tho money has let my bank accounts and has cleared on my end . There is no information being given to me about shipping as of yet. Normally about 10 days it takes to receive an item . However these items are not even into shipping yet. If payment hasn't been accepted i usually get notified. I have called and emailed about these items with no answer as to what is going on. Would like help on figuring out what is going on? also why is shipping so high now.
**** *******Business Response
Date: 10/07/2022
Good Afternoon,
We are so sorry your order has not arrived and sincerely apologize for the frustration.
We located the invoices and found successful payment on each but our system was not treating them as such. This is why they have not left our facility.
After partnering with our Engineering Team, we were able to change the invoice status and they are now preparing to ship. When the items receive shipping labels, you will receive email communication containing tracking information.
You are welcome to reach out to our Client Services Team for further questions or review the 'Won Items' tab under your account for more information.
Again, our apologies and we appreciate you bringing this to our attention so we can ensure it does not happen to other customers.
Best,
Initial Complaint
Date:08/24/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered items listed as lab created diamonds with the disclaimer a gemologist did the evaluation. The rings needed to be resized so they were taken to jewelers. The jewelers looked and had their gemologists examined and they determined they could not resized the rings due to the stones being unidentifiable and not diamonds, lab or real. Not even moissanite or sapphire. I paid for the rings as listed and trusted a large auction house would take responsibility. I called numerous times and filled a claim twice but have not received an email or phone call. They are uninterested in resolving the issue so I feel legal experts will have to be involved. After being absolutely excited about what I had purchased, I was humiliated finding out I had been trusting then duped. There better not be a message like others I have seen on here stating they tried to contact me either. Trust that I want all the money back so I’ve been waiting for someone to reach out. Do not trust EBTH and what they claim to be real. Someone even purchased a “lab grown” ring for over $300k. With the shady listings, I wish whoever purchased that with better products than I received.Business Response
Date: 08/25/2022
Good Morning,
We are sorry to learn the customer was unable to get a hold of our Customer Service Department. Yesterday, EBTH received 2 phone calls and 2 emails from the customer. We do our best to answer all incoming calls and communication but if unable, we make every attempt to reach out within 24hrs.
From the received communication on both the BBB and in writing, we understand the customers jeweler takes issue with the following 4 invoices:
1. #********* - 14K 1.95 CTW Lab Grown Diamond Ring
2. #********* - 14K 1.59 CT Lab Grown Diamond Solitaire Ring
3. #********* - 14K 1.00 CTW Lab Grown Diamond Ring
4. #********* * 14K 0.52 CT Lab Grown Diamond Solitaire Ring
All 4 items were evaluated and verified by a GIA Graduate Gemologist at EBTH. EBTH stands by our listings and we do authenticate and validate every item for sale on our website. Prior to listing an item, each piece is examined thoroughly and the attributes listed accordingly. As well, authentication efforts are made through research and stylistic analysis. Once these and other processes are complete, we place the item for auction.
To show all 4 rings contain lab grown diamonds, EBTH will send the customer 1 shipping label and pay to have the items mailed back to EBTH. Upon receipt, EBTH will provide documented and photographic evidence using a Yehuda Lab-Grown Diamond Detection Device. The device has 100% detection rate and was used at the time of listing.
A representative from EBTH will be reaching out to email the shipping labels shortly.Customer Answer
Date: 09/15/2022
Hello,
After my review on BBB, I received assistance and have since sent my rings back. Upon receiving them, EBTH tested and verified the jewelry and are sending them back to me with the verified paperwork and proof.
Is it possible to retract the statement or confirm the company did end up helping resolve my issue?
Thank you!
******** ******Initial Complaint
Date:08/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After becoming disabled 6 years ago and needing to generate income from home, I began buying ******** jewelry from EBTH, and opened a shop on ****. I paid more because EBTH claimed the pieces were Gemologist Certified and it was extremely important to me that the items I sold were exactly as represented. Since January, I have had several returns because the items were not ******** so I began testing my 500+ items. I am astounded. MANY pieces are fake. My sales are down 70%, my reputation locally has been shattered. I have spent HOURS testing, going through 6 yrs of invoices to read the items description, then removing it from my shop. EBTH told me to mail the pieces so their Gemologist could evaluate the misrepresented items. I told them they are not understanding the scope of this problem. If they sold Costume Jewelry as ********, how do I know the Stones in hundreds of pieces are as represented? What am I going to do when a client comes back on me?
NO GEMOLOGIST looked at these pieces.....I am sick wondering how many of my clients were ripped off.
I want every piece they sold me to be inspected by an independent gemologist, full price reimbursement for every misrepresented piece(the price in my shop) and then we need to discuss the hours i have spent, loss of sales and damage to my reputation.
As recently as July 26, AFTER I told them of my concerns, I purchased a very expensive necklace which came with a base metal clasp. In June, I purchased a heavy "******** Silver 18k" Bracelet, took time to add it to my shop, only to find it is NOT all ********!
They are well aware of the problem because they have changed their language from "This item has been evaluated and verified by a GIA Graduate Gemologist" to "this item has been listed by EBTH using seller-provided information regarding the metal purity and gemstone IDs. No testing or evaluations have been done by EBTH".
**************************************
You can't make this sh.. up!Business Response
Date: 08/22/2022
On March 25, 2022, *** ******** made a similar complaint through our platform. After receiving the item back, we reviewed the purchase and determined the weights were incorrect - not the ******** material. The listing included “********” and “metal” in the description but the weight garnered a full refund. To date, this is the first complaint about other listings.
EBTH promises that everything on our platform is authenticated or validated, presented clearly and accurately, and is handled with the utmost care. Like before, if we listed an item inaccurately, we are happy to review and if a material error has occurred, will refund in full.
With regards to the disclaimer mentioned in the customers complaint, EBTH will provide descriptions based on its assessment of an item, as well as information provided to EBTH by the seller of the item. Not all jewelry pieces on EBTH.com are listed using seller provided information but when they are, EBTH remains transparent so the buyer understands where the information is coming from. It is at the buyers discretion to purchase an item that has not been reviewed by an EBTH Gemologist.
If EBTH misrepresents any item, we will always take responsibility. EBTH is not responsible, however, for the customers **** shop. In fact, our Terms and Conditions state in Section 4 - subsection J “Goods Not For Resale or Export: You represent and warrant that you are buying Auction Items for your own personal or household use only and not fo resale or export”.
EBTH is not going to re-review 6 years of invoices for the customer. We have Gemologist with decades of experience behind them. We did review the screenshot from the customers **** client whom the customer says she refunded because an item is not ********: “this item was an unfortunate disappointment since it was displayed with ******** silver, old, with beautiful patina. This item is a mass produced item that I can buy along the *** ****** River made with cheap ******* silver at best….” EBTH does not know the context of the customer’s original listing but the ******** material was not questioned - only the age.Customer Answer
Date: 08/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
********* ********Business Response
Date: 08/31/2022
Good Afternoon,
Good Afternoon,
The reasons presented by the customer are the same as in the initial complaint and have been discussed prior. We are not sure how to move forward as the customer has not presented evidence that EBTH incorrectly attributed an item for sale on our platform.
It is important to note, however, in the time since the initial complaint EBTH Leadership has reviewed the customers **** site and would kindly ask her to remove our intellectual property in the form of photos from her shop. Although the shop is currently closed, when the customer re-opens, we request all photos from EBTH’s website be removed as EBTH is not affiliated with the seller and does not appreciate the work and talent of our photographers being used to resell the purchased jewelry for their profit.Attached are two examples but more can be found at ******************** on ****.
Example 1:
******* ******** ******** Bracelet sold for $217 on EBTH.com
Estate ******* ******** ******** Bracelet sold for $484.00 on ********************Example 2:
***** ****** ******** Heart Ring with Quartz, Cubic Zirconia and Enamel sold for $31 on EBTH
***** ****** ******** Heart Ring Quartz Gift Enamel Blue Faceted Stone Art Nouveau Sold for $136 on ********************Best,
Customer Answer
Date: 09/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
********* ********Business Response
Date: 09/07/2022
Good Afternoon,
EBTH stands behind its listings and the statements made within this complaint. To date, the customer has not shown evidence that EBTH sold pieces that were not as described. If this were the case, we believe the customers purchase history would not show consistent buying habits dating back to 2016 with the most recent purchase on September 6, 2022.
For clarification, there are more than 2 listings showing EBTH's intellectual property on the customers **** page but only 2 examples provided.We invite the BBB to contract an independent gemologist, review the listings against the customers purchases, and communicate the findings publicly.
Otherwise, we are sorry we cannot come to an amicable resolution and consider the matter closed.Customer Answer
Date: 09/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
********* ********Customer Answer
Date: 09/15/2022
EBTH,
I trusted you. I championed you, telling others of a fantastic trustworthy online Estate Sale Company. Over the years, I felt you were part of ********************. When I received a package that was not mine, I took the time to contact you and return it. You heard from me only when I had a valid issue about weight or damage. You have profited over $100,000 by not only my purchasing, but also bidding up prices. I have argued with clients on your behalf, telling them “all pieces are Gemologist Certified“ and have misrepresented hundreds of items due to this misplaced trust. Yet, I did not Contact BBB until after you refused to meet with me. I have not gone public, nor have involved the FTC.
To discover you intentionally misrepresented items consistently for 6 years, causing me 100s of hours of work, thousands of dollars, and ultimately, the cancelation of local events and closing of my **** shop, devastated me. My **** shop reflects but a portion of lost income and it will take months, if not years, to earn people’s trust and
If you had nothing to hide you would not have:
•Changed Buyer Agreement in May, 2022, to preclude reselling items purchased from EBTH
•In July of 2022, stopped including authentication as to Purity of ******** Silver and Gold on many Jewelry listings ( I see you have since hired a Gemologist)
•Turned around and pointed the finger at me for copying photos of items that belong to me. I have never seen anything forbidding that (unless you recently slipped it in somewhere) .
I have purchased consistently from you since 2016 up until I was sure of the scope your deception in late July. The only purchase I made since that time is a rare 1930s ******** Silver Set made *** ***** ***** ** ********, assuming you are being stringent in your testing at the moment.
*********************************************************************************
It is unfair or deceptive to misrepresent that an industry product contains silver, or to misrepresent an industry product as having a silver content, plating, electroplating, or coating.
BBB
I believe the following is fair compensation and grants EBTH an opportunity to avoid public embarrassment and FTC scrutiny:
1.I will take 6 pieces to a jeweler (BBB in ********** can select) in ********** to be tested.
2.If 2 or more of the 6 items are not as represented, EBTH will pay for the testing of the 6 items and all other questionable pieces of jewelry at my discretion.
3.EBTH will further pay the cost of authenticating all artwork purchased including, but not limited to: ***** ** ****** ******* ***** Watercolor Painting; ***** **** Abstract Portrait Acrylic Painting; **** **** Oil Painting “Bob,” 2021; 3 ***** *** Offset Lithographs from “The ***** *** Poster Book”; ******** ****** ********* “L’âge viril”, 17th Century.
4.EBTH will purchase any misrepresented items at the price in my **** shop, or double purchase price if not yet listed.
5.EBTH will pay me damages in the amount of $50,000 + $470/week until matter is settled, .Customer Answer
Date: 09/18/2022
I will take items to a local jeweler and proceed from there. This is not one misrepresented item. There was ongoing intent to mislead consumers. You say EBTH only refunds in amount of sale. Really? Then why not continue?
Please tell me next steps for arbitration.
Initial Complaint
Date:08/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
EBTH sold me a damaged art piece totaling $7,060.72 and refused to refund me. On 7/29/22 the art piece was delivered to my home by Moses (hired by EBTH) unwrapped with a piece of loose cardboard on the backside and nothing on the front. While the art piece was framed and had a plastic/plexiglass/acrylic front, there were many scratches and nicks on the photograph itself. I contacted cust service while Moses was present and spoke with Hannah B *****. I also took photos and video of the art piece that day. I advised her that it was severely scratched and that it was not how EBTH represented it on the website. Hannah told me to fill out a damage claim (**********) and asked me for pictures and video of how the piece was delivered, and I did. I received another email from Trevor at EBTH asking for a photo of the back of the frame and if the art piece had been taken out of the frame. I emailed him a photo of the backside of the frame and advised him that it did not appear that the photograph had been removed from the frame. Trevor said he would be reviewing it with the Description Dept. Subsequently, I obtained Ring video footage of Moses delivering the art piece to my home on 7/29/2022. The video footage shows that the art piece was delivered without any box/wrapping and that there was no paper on the backside of the frame as advertised on the website. On 8/4/22, Amanda at EBTH wrote “We noticed several discrepancies in the photos provided compared to the EBTH listing. Due to the discrepancies we are unable to accept a return, proceed with a claim or offer a credit at this time. Have a great day.” EBTH didn’t take responsibility for the damaged piece. It appears that EBTH is trying to insinuate that I removed the backing of the photograph and replaced it with a damaged version. Fortunately, my Ring video footage proves that there was no paper on the backside of the frame as advertised on the website. (see Ring Video) (copies of photos, emails, pmt info attchd)Business Response
Date: 08/15/2022
Good Morning,
EBTH does not disagree with the customer's timeline of events.
The refund was denied for the following reasons:
1. The customers photo shows a wire going across the piece horizontally. EBTH's listing photo shows no wire present.
2. The customers photo of the D-rings holding the wire in place are not the same D-rings shown in the back of EBTH's listing.
3. The placement of the D-rings in the customers photo are positioned differently in both spacing from the top and subsequently the direction on the piece.
3. The customers photos shows a black and white casing. EBTH's photo shows a black backing.
Attached are comparison photos for review.
EBTH has not received Ring video footage of the delivery nor is it attached to this complaint as stated by the customer. EBTH has only received video footage of the item already in their home and taken on a personal cellphone.
Please email a copy of the Ring video footage to the email thread already in use with EBTH and our Director of Client Services will review.Business Response
Date: 09/12/2022
The following email was sent in response to the customers email received Friday, September 9, 2022:
Good Morning Mr. ****,
I read your recent response on the BBB but their website is not giving me the ability to respond.
For clarification, the timing issue is on the BBB's website. Both responses were made on September 7th. The one on the BBB website was made in the morning and the one in this email thread was made in the afternoon.I have requested the check be overnighted and am awaiting tracking information. As soon as I have it, I will respond to this thread since the BBB's website will not allow a response from EBTH with the aforementioned information.
Have a great day.
Later that afternoon, I replied with the tracking information for payment:
The tracking information for payment is **** **** *****Customer Answer
Date: 09/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.
For your reference, reasons for rejection are included below.
EBTH sent me an email on 9/9/2022 stating the following:
Good Afternoon Mr.
***** The tracking information for payment is **** **** ****. Please let me know if you have
any questions or concerns.
As of today, 9/12/2022 at 12:35pm PST, the Fed Ex package/check has not been
delivered to my home.Therefore, the issue is not resolved until the aforementioned is
addressed and the money is refunded.Regards,
***** ****
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