Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought and received a 14k 4.49 carat ring for $2,800 . When the item arrived on December 31st I opened the package to find a ring that did not match what was portrayed in the images on the listing. On their website, they state that unless notated on the item, the purchaser understands that the items are use and may not be in perfect condition, that there may be wear and tear but that they do their best to notate any defects. “ EBTH will provide descriptions based on its assessment of an Item, as well as information provided to EBTH by the seller of the Item” With that being said, I expected the rain to have some scratches or maybe even chips to the stone. However when the ring arrived the entire Diamond setting is crooked. Not bent mounted crooked. You can tell by looking at the packaging (which was great) that this didn’t happen during shipping. I feel intentionally deceived as anyone can tell by looking at the item that there is an issue. After contacting the company 4 times with no response (twice via voice mail and twice via submission form on their help/contact us page) i still have no response from them to fix this issue!

  

  Business response

  01/14/2025

  We have been experiencing a higher volume of cases and calls than usual due to the holidays, and there has been a delay in response times. We have reached out to this customer and are working with her on the issue with her ring. We sincerely apologize for the delayed response, and are working return service levels to normal as quickly as possible.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The photos on their website did not accurately show the slit in the front of the jacket. I sent photos and they commented that the back of the jacket is accurate but my issue and my photos were clearly of the front of the jacket. We depend on accurate descriptions and photos for online purchases. They have denied my request even though their photo do not reveal this feature.

  

  Business response

  01/02/2025

  This issue was thoroughly reviewed by our team, and then reviewed a second time by management. We responded to the customer about both the front and back slits, but specifically addressed the front slit concern. The details of the jacket are clearly visible in our pictures, and are the intended design. We explained that our policy is to only accept returns if an item does not match our listing, or if there is an issue with authenticity. This item was listed accurately, so the return is denied.

  We offered to assist the customer in relisting the jacket for sale on our site, but they declined and stated they would relist elsewhere.

• Initial Complaint

  12/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bid and won a 14K 0.28 CTW band ring for $300. In order to bid, you have to provide a credit card. As I live in ****** ****, a USA territory in the Caribbean, EBTH considers it an international shipping . When I bid I selected the SHIP TO ME option. I had once been able to talk to a service rep asking why I can get a shipping cost estimate. The answer was simply that they couldn’t provide it in advance, that I would receive the Invoice details. Why then have an option that doesn’t work? This is a Carte Blanche transaction for the shipping cost. But still I trusted I was dealing with a serious, reasonable company. However, once I won the bid, I get the INVOICE for $621. It is inconceivable that they charge $300 for shipping a ring that doesn’t justifies its bulk, weight, not even its value! Plus $21 for expedited shipping. Pretend to charge the same cost of the item bought as shipping cost is OUTRAGEOUS. I would not have bought that band for a cost of $621. I have been trying to contact their Customer Service to no avail. No answer after waiting for a hour and continued pressing Option 1 to continue waiting, until finally the call was automatically dropped. I want to cancel the entire transaction. After this is resolved I will have no further dealings with this company. The charge notification was done this morning. They have not shipped the ring yet.

  

  Business response

  12/30/2024

  Our website is not currently able to generate international shipping quotes, and when the shipping was added manually, the cost was entered as $300 in error. The customer called us on Saturday 12/28  before our office was open at 10:00 AM, which is why we were not able to answer her call. The issue with the shipping was flagged internally and corrected to $60 shipping, and the balance that was charged in error was refunded. We have called the customer and explained our error with our apologies,  and very much appreciate her understanding and patience. We plan to have international shipping quotes available through our website very soon.

  Customer response

  12/30/2024

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

• Initial Complaint

  11/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  One of the orders never arrived. Multiple attempts to contact company go unanswered. Cannot login to see account which is a violation of customer rights to customer information.

  

  Business response

  11/15/2024

  Thank you for reaching out to the BBB.
  
  In regards to your item - I have reviewed our notes, and this is the timeline:
  
  8/27/24 - Watch was won on our site, payment was collected.
  8/28/24 - Item was shipped.
  8/28/24 - A request was sent to ***** to redirect package to hold at local ***** office.
            This request was not made by EBTH.
  9/4/24  - Another (unrelated) package from EBTH is picked up by customer at local ***** facility.
  9/7/24  - Package arrived at local ***** facility in Auburn WA, awaiting customer pickup.
  9/11/24 - Credit card charge was disputed by customer with credit card company.
            This action caused customer's account to be suspended, pending dispute outcome.
  9/16/24 - Package was returned to EBTH due to not being collected.
  9/26/24 - EBTH informs customer that we are going to reship at no cost.
  9/26/24 (Noon)   - EBTH attempts to reship package.
  9/26/24 (3:41 p) - Customer request order be cancelled.
  9/26/24 (4:19 p) - EBTH informs customer that parcel is already handed over to *****, and so order cannot be cancelled.
  9/26/24 (7:35 p) - A request was sent to ***** to redirect package to hold at local ***** office.
            This request was not made by EBTH.
  10/2/24 - Package arrived at local ***** facility in Auburn WA, awaiting customer pickup.
  10/6/24 - Credit card dispute was resolved in customer's favor.
  10/9/24 - Package was returned to EBTH due to not being collected.
  
  As the dispute was settled in your favor (i.e. you have received a full refund), and item is back in EBTH's hands, the item was then resold, and the situation was closed. We then reviewed your account to determine whether unsuspending your account was warranted, and in this case we determined that it was not. I do see two attempts to reach out to EBTH in November (one on Nov 1st, one on Nov 14th), regarding access to your account. The first enquiry would not have been responded to due to the outstanding dispute. The second enquiry seems to have been submitted at about the same time as contacting the BBB, so we are choosing to respond via the BBB instead of our normal case management system.
  
  I hope this clears up any outstanding questions regarding this item as well as your account status.

  

  Business response

  12/02/2024

  Attached is a screen shot of the email we sent on 9/26/24 to the customer's email address on file, ****************. The customer has been fully refunded, and we have followed our policy of closing an account when credit card charges are disputed. We feel we have fully addressed this complaint.
  
  

  Customer response

  12/10/2024

  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.

  
  

  No amount was "refunded" by EBTH.  No communication was provided after two tickets were submitted for additional communication regarding login issues which now is identified as being due to account closure (Nov 1 and Nov 14, 2024 - see attached).  Very unprofessional behavior and irresponsible operations on display here.  The credit card dispute was awarded in favor of the buyer naturally after EBTH failed to provide tracking evidence of where the purchased auction item was located.  Emails were sent on October 23 and 30, 2024 stating that the item was still being shipped and also delivered which it was not (see attached). 

   

  If EBTH wants to shirk their responsibilities as an upright business and immaturely close the account of a buyer who has spent thousands on their pathetic enterprise in low-income, economically depressed Ohio, then please allow them to practice inferior and unintelligent business practices to learn any lessons.

  
  Regards,
  
  Dr. *** *****
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In late August 2024 I delivered a 1990s vintage designer chair to EBTH in Blue Ash, Cincinnati, for auction. The current item retails at $7,000-$8,000. Here is the link: **************** Although I had filled in the online form and supplied relevant information, and in spite of the fact that EBTH told me I was 'in good hands,' the listing failed to include important information and was unacceptable, and the accompanying photographs were poorly done and failed to show the designer name anywhere. I phoned EBTH, pointed out these problems, and asked that the description be corrected and the photos re-taken. The description was corrected and poorly done photos were added. In the end, this bergere auctioned for $150. EBTH prohibits the owner from placing bids on their own items, but as I decided I would prefer to buy the item back and keep it myself rather than see it sell at such a low price, I asked my daughter to buy it on my behalf. I had purchased the chair specifically for re-sale and because it was pre-owned and was a high-value item, I closely examined every inch of the chair before leaving it with EBTH. When I accompanied my daughter to collect the chair I once again examined it before loading it into the van and to my dismay and disgust found EBTH had DAMAGED the wooden arm with a large scrape. I pointed it out to the employee; he just looked at me. I have contacted EBTH and explained this situation, including the DAMAGE, and how disappointed I am, not with the sale price, as I understand they have no responsibility for what bidders are willing to pay. But the terrible selling experience itself through the mishandling of the listing and photos, and the DAMAGE to my chair are certainly the responsibility of EBTH. I did not receive the professional service for which I paid and I want a refund. EBTH has ignored my emails.

  

  Business response

  10/02/2024

  Good Afternoon *** *****,

  It was great to connect but I wish it were under better circumstances.  

  As discussed, I am going to send you an email asking for photos of the condition at time of pickup and work toward the $75.00 resolution.

  Thank you for reaching out.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2 tier plant stand that upon getting it home it had a broken leg that someone unsuccessfully attempted to repair because it wobbles and this was not disclosed in the item description. EBTH usually notes all defects as I have purchased several items in the past. When I called about a refund, I was told that they do not issue refunds. I tried explaining that apparently it was missed by their inspectors, not intentionally, but things do get missed and simply want a refund. All I got was the standard answer “unfortunately we cannot offer any sort of refund at this time”.

  

  Business response

  08/12/2024

  While we did initially state the item did not fall under our return policy, we did not close the case but instead had the issue reviewed by our team. The customer sent this complaint before we had a chance to complete the review, but the day after this was filed, we contacted the customer to let them know we felt there was a listing error on our part and issued a full refund. This was processed within 24 hours of the customer first reaching out to us about the issue.

  Customer response

  08/12/2024

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

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Cartier Santos 100 XL Stainless Steel Automatic Wristwatch at auction from EBTH on December 31, 2023. I paid $3,260 for this watch. EBTH is committed to provide their customers with this promise stated on their business's website; "We promise that everything on our platform is authenticated or validated, presented clearly and accurately, and is handled with the utmost care." The Cartier Santos 100 XL Stainless Steel Automatic Wristwatch I purchased from EBTH has a FAKE / COUNTERFEIT clasp which is a direct violation of Cartier's intellectual property rights. The COUNTERFEIT clasp is clearly visible on image #12 of #13 on the listing -See Link- (***********************************-cartier-santos-100xl-stainless-steel-automatic-wristwatch) I reached out to EBTH after having the Cartier Santos 100 XL Stainless Steel Automatic Wristwatch inspected by a watchmaker in ****** ******* on July 30, 2024. I never expected part of the watch to be COUNTERFEIT, which is why I just now found out about the issues with this product. A real Cartier clasp will have the 'Cartier' engraved into the clasp, not laser etched. Per Everything But The Houses commitments, I should have had nothing to worry about and should have been provided an authentic product. Despite the obvious image of a COUNTERFEIT Cartier clasp on image #12 of #13 on their listing, they refuse to refund me any portion of my purchase or do anything to remedy this blatant sale of a COUNTERFEIT item that was not appropriately listed or examined by a watchmaker per their commitments to their customers. Had I been made aware the clasp was a COUNTERFEIT I would have bid on this item differently and I was fooled by this business into believing it was.

  

  Business response

  08/02/2024

  EBTH absolutely stands behind this item as authentic. Our horologist has verified through a third party Cartier service technician, that the clasp on the watch that was purchased through EBTH matches Cartier's construction specs. Beyond the authenticity, the Buyer Terms and Conditions that this customer agreed to by purchasing on our site state that "EBTH may accept returns in cases of material errors in the Item description made by EBTH or by seller on the Services, as determined by EBTH in its absolute and sole discretion. Any return claims submitted for review by Users must be received within thirty (30) days of the earliest of delivery or your taking possession of the Item by contacting EBTH at the link here. Notwithstanding any language to the contrary, EBTH in its sole and absolute discretion may accept or reject a return under this policy. Buyer will be responsible for all costs associated with a proposed or accepted return, including, but not limited to, any return shipping costs."

  This item is well outside of the 30 day window as it was delivered to the customer on 1/6/24, and has been verified as authentic, therefore no refund is warranted.

  

  Business response

  09/06/2024

  We have reviewed this matter very thoroughly, taking into account the authentication reports the buyer has submitted, as well as the multiple reviews we had done prior and in the past week. The concern was whether each expert was using one model year watch to authenticate what is likely a different model year watch. Cartier is one of the most difficult brands to authenticate (jewelry and watches) because they have different standards for their parts and marks from year to year and they are infamous for having irregularities in their markings. While the watch is clearly genuine, we have differing opinions from different experts as to the clasps authenticity. In this case, we feel it is best to err on the side of the customer, and accept the return.

  We will reach out to the buyer and provide a mailing label for the return of the watch, and once we have received it, we will issue a full refund.

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I appreciate the help and insight of all the experts on this case as well as Everything But The Houses resolution. 
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an ****** bag pop on my app that showed the current bid at $0 in an extended bidding period. I placed a low bid ($300) and it didn't go through so I assumed it was a glitch. The next morning $8000 had been withdrawn from my bank account for "winning" the auction. I obviously called CS immediately, who stated this is a glitch in the app that must have registered by failed bid as "buy it now." While it took a day, they did process the refund and I received an email stating that (but no funds in my account - I tried to give EBTH and knew it may take a day or two to process). HOWEVER, once the refund processed, the system RECHARGED my account - so now $16,000 has been withdrawn from my account. I received an email that the amount had been reversed but it's been a week and my funds are still not back in my account. The entire transaction has been erased from my account and I am skeptical the refund is even in process. I've made several inquiries about this with no response again and I am incredibly upset. EBTH has $16k of my money due to their error. This is completely unacceptable and unethical. I am generally forgiving of errors and give a company an opportunity to fix an issue but this is an enormous amount of money. They should be taking every step possible to remedy this immediately and following up.

  

  Business response

  07/23/2024

  The customer is correct in her description of the Buy Now error that occurred, and also that when she contacted customer service we acknowledged the issue and processed the refund. The full refund was initiated on 7/16/24 at 11:10AM EDT, right after the CS Agent had followed up and confirmed the issue internally. The original payment form was an eCheck or ACH payment from the customer's bank account which takes 5-7 days before it fully processed and is reflected in the customer's account. Our CS Agent made her aware of this when he processed the refund.

  The customer is also correct in that our internal process for clearing this particular invoice did initiate a new charge on 7/16/24, which was again refunded in full as soon as we realized the error on 7/17/24 a 8:41AM EDT. Again, this is an eCheck that takes 5-7 days to reflect in the customer's account. EBTH has fully refunded this customer as of 7/17/24, and we do apologize for the technical errors that caused the customer such inconvenience. We would like to issue this customer a gift card with our apologies, and the Director of Customer Service will reach out to her directly to do that.

  Customer response

  07/23/2024

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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Place sold fake **** ***** autograph. Verified fake by *******.

  

  Business response

  04/02/2024

  Good Morning,

  
  On March 23, 2024, the customer won a lot of Signed Vintage Baseball Prints Featuring **** *****, ***** ********, and More for $205.00.  The customer collected his winning on Saturday, March 30th, 2024 @ 11:39 am EDT. 

  
  Before collecting the items, he contacted Client Services on 3/28/2024 at 5:08 AM to state, “We have a problem. The **** ***** autograph in the lot I won is fake. I did a signature review and it did not fake. I either want to cancel this invoice or get a large discount since this is main reason I bid on this lot” and attached the screenshot submitted in this complaint.  

  
  After carefully reviewing the ******* statement, “unlikely to pass,” it was deemed not a statement of inauthenticity.  EBTH catalogers authenticated the **** ***** signature using their years of experience and skills in the industry.  Hence, we kindly requested the customer to submit the item to ******* for a full authentication review.  

  
  That request was met with, “Ridiculous,  but I'll submit it so it will be rejected. Then I'll contact my attorney.” and a copy was forwarded to our co-founder of EBTH.

  
  Presently, EBTH stands behind its listing, but should a valued third party such as ******* disagree with our assessment, we request a copy of that communication and a receipt for the associated costs.  At that time, EBTH will take back the total lot, refund the invoice, and reimburse the customer for the cost of a secondary review.
  

  
  

  Customer response

  04/02/2024

  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.
  
  Regards,
  
  **** *******
  

  Customer response

  04/04/2024

  Sending item to PSA which is costing me  additional $60, in addition to $10 for quick opinion to prove point since they very well know its going to fail. 

  I expect a full refund of my $ for this entire auction lot.  An apology would be nice too. It will take at least 30 to 60 days for PSA to fail the item. 

   

  

  Business response

  04/04/2024

  Good Afternoon,

  We appreciate the update and look forward to receiving the PSA result.  Any fees associated with the authentication process will be reimbursed by EBTH, along with a full refund, IF the item is deemed inauthentic.

   

  Customer response

  05/12/2024

  
  
  
  Good Morning *******,
  
  As I expected the item failed authentication. Please reach out to EBTH. I should have the item back in my hands by middle of next week.  Please emphasize that I want my full refund for lot as well as both reimbursement for PSA authentication services and ******* ***** ******* ($10).
  
  Thank you for your help with this matter.
  
  ****

  

  Business response

  05/13/2024

  Good Morning,
  
  Thank you for the paperwork.
  
  Upon receipt, I will refund in full and we will send a check for $10.00 to cover the cost of PSA authentication.

  Customer response

  05/20/2024

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

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am constantly having issues with things not being described properly. Or receiving damaged items after a sale and they won’t allow refunds or returns. Items not as pictured or as described. Emailed about two purses several weeks ago finally emailed back, one was filthy, the other was forced into bag and bent so badly it won’t straighten back out. Will not allow refund as I should expect to have it professionally cleaned which there’s no way it could be cleaned professionally without ruining it and no way the other purse unbent from being squashed in package. I had to email them twice in two weeks just to get a response then they tell me because they have in the description that there may be scratches on used purses I am out of luck sorry..I don’t think that’s a fair way to do business when the photos don’t show this condition I was presented with upon opening this mailer. They had these two items packaged up for shipping.

  

  Business response

  03/15/2024

  Good Afternoon,

  Customer purchased two handbags for $18.00 on March 3, 2024.  

  Customer reached out on March 7, 2024 stating, "The purses in this lot are in poor condition- the ******* bag is super dirty and I will be unable to clean it. The other bag was squished into a mailer in such a way that the leather was folded at the bottom of the bag and will be rendered unable to be straighten out. I’d like to return these items. You cannot tell how dirty it is from the photos. I am afraid if I try to clean the purse I will damage it as it is cloth. Also from the photos it looks as though the one purse is smaller than the other when in essence it is the other way around. The leather purse is huge".  

  On March 12, 2024 Client Services responded reiterating the condition notes in the listing and the disclaimer:
  "Thanks for reaching out. Due to the condition listing, I am unable to offer a return/ refund. 
  
  Secondhand clothing, handbags and accessories may retain minor imperfections throughout including residual scent from storage and age. May require professional cleaning. Any measurements provided are approximate.
  Condition
  - signs of use; soiling residue; scratches."

  To help with the second complaint regarding the "squished" handbag, we responded asking for photos of the shipping materials and box/envelope.  

  Yesterday, the customer replied with a ****** drive link but did not permit EBTH access to view it.  Today, the customer has requested a full refund for both handbags.

  EBTH is going to refund in full.

  

  Business response

  03/15/2024

  Good Afternoon,

  Customer purchased two handbags for $18.00 on March 3, 2024.  

  Customer reached out on March 7, 2024 stating, "The purses in this lot are in poor condition- the Versace bag is super dirty and I will be unable to clean it. The other bag was squished into a mailer in such a way that the leather was folded at the bottom of the bag and will be rendered unable to be straighten out. I’d like to return these items. You cannot tell how dirty it is from the photos. I am afraid if I try to clean the purse I will damage it as it is cloth. Also from the photos it looks as though the one purse is smaller than the other when in essence it is the other way around. The leather purse is huge".  

  On March 12, 2024 Client Services responded reiterating the condition notes in the listing and the disclaimer:
  "Thanks for reaching out. Due to the condition listing, I am unable to offer a return/ refund. 
  
  Secondhand clothing, handbags and accessories may retain minor imperfections throughout including residual scent from storage and age. May require professional cleaning. Any measurements provided are approximate.
  Condition
  - signs of use; soiling residue; scratches."

  To help with the second complaint regarding the "squished" handbag, we responded asking for photos of the shipping materials and box/envelope.  

  Yesterday, the customer replied with a Google drive link but did not permit EBTH access to view it.  Today, the customer has requested a full refund for both handbags.

  EBTH is going to refund in full.

  Customer response

  03/22/2024

  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.
  
  Regards,
  
  ****** *********

  3/22/24 per call from customer: I appreciate the fact that I'm being refunded, however, what the response does not mention is that in a separate communication with me I was advised that EBTH is closing my account. Please explain. 

  

  Business response

  03/22/2024

  We have located your account and it is not closed but currently under review.  

  
  Since you are satisfied with the outcome of this invoice, we consider the matter resolved.
  

  
  

  Customer response

  03/26/2024

  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. The person who responded to my complaint is closing my account. She has not given me any reason to believe otherwise. If I accept her response she can still close my account and I have no recourse. The other complaint I made was a year ago. See attached email she sent stating she was closing my account. They have not sent me any correspondence stating otherwise. 
  
  Regards,
  
  ****** *********
  

  

  Business response

  03/26/2024

  As stated in the previous response...

  We have located your account and it is not closed but currently under review.  
  
  Since you are satisfied with the outcome of this invoice, we consider the matter resolved.

  Should EBTH close your account, we will notify you in writing.

  Customer response

  03/31/2024

  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. While you have offered a refund, you are threatening to close my account due to what you say are many complaints and a second bbb complaint. My complaints were warranted and should have nothing to do with this situation. I make purchases about every four months currently due to things not being described appropriately. If you say you are getting fine jewelry you expect fine jewelry. If you go to pick up an item and it was shipped to another person you are going to call in. My other complaint was a year ago. I was not told my account was under review I was sent an email stating you were closing my account due to this complaint. I didn’t ask for a refund I asked you to look at photos . I issued permission that evening when I go home from work. I sent two emails before I got a response from anyone and when I got a response it was to get the one item dry cleaned. The estimate for dry cleaning was 18.50. The last complaint I had was four months ago and I waited outside 45 min emailed four times and my concerns forwarded to management. I got no response. I really haven’t complained about much cause I’m not buying much. I got a charm that was listed as a pendant and brought the thing back. Got a refund but drove it forty minutes both ways to drop it off. And I’ve done that for everything I’ve gotten a refund for. If ebth has Gia certified gemologists on staff to state things are what they are then they should be what they are. And we shouldn’t be penalized for asking them about it whether we ask once or each time. I don’t understand why there’s no one to answer questions and there’s not accurate descriptions or measurements and there’s only three photos. 
  So while I appreciate the refund I don’t appreciate the nasty email to close my account. The photos were too large and numerous to attach to my email to my husband created Zip drive.

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

  

  Business response

  04/04/2024

  Good Afternoon,

  The response from our staff member was simply an acknowledgement of the numerous complaints and  2 BBB filings you have input.  As such, they concluded, "I cannot help but observe that we are not serving you adequately.  As such, I am going to close your account".  This statement was conclusive from what you outlined in your last response.  

  Your account is open since you prefer to continue purchasing from EBTH. 

  Customer response

  04/16/2024

  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. The person in charge of customer service is lying the email she sent clearly states she is closing my account due to two bbb complaints in two years. The complaints I have had were not my fault and EBTH needs to recognize that has nothing to do with their inability to “service” my needs and needs to improve on their end. Someone needs to quality assure what is being put in customers hands and photos and measurements need to be available along with someone to answer questions. I shouldn’t be penalized for complaining about something not described correctly. There needs to be a proper turn around time for people. And a reasonable response when there is a problem. Bragging about GIA certified people being on hand and trying to pass something off as sterling that’s not, or handing something to me that’s broken isn’t acceptable. I’m sorry to have to complain about that but I have to complain. It’s within my right as a consumer.  They even sent something I bought to someone else. I didn’t complain to BBB about that yet that’s part of my many complaints. Well I wouldn’t have to complain if they didn’t keep doing things like that. I received a charm that was listed as a pendent. Would you want to go to a pharmacy and get a liquid and pay for capsules? And then have the pharmacy say well you complained so we’re going to cancel your account? Someone over this customer services person needs to be aware of what she does, as obviously this type of behavior she exhibits is ok. And mistakes on their end are my fault if I complain about them. I love buying things that are supposed to be something they aren't. 
  
  Regards,
  
  ****** *********
  

  

  Business response

  04/18/2024

  As stated in the previous response...

  We have located your account and it is not closed but currently under review.  
  
  Since you are satisfied with the outcome of this invoice, we consider the matter resolved.

   

  

  Business response

  04/22/2024

  Good Afternoon,

  As stated on April 4, 2024 in this BBB Complaint, 
  
  Good Afternoon,

  
  The response from our staff member was simply an acknowledgement of the numerous complaints and  2 BBB filings you have input.  As such, they concluded, "I cannot help but observe that we are not serving you adequately.  As such, I am going to close your account".  This statement was conclusive from what you outlined in your last response.  \

  Your account is open since you prefer to continue purchasing from EBTH. 

  The customer's account is open and will remain open unless a violation of our Terms and Conditions forces us to close the account.  

  

  Business response

  04/22/2024

  Good Afternoon,

  As stated on April 4, 2024 in this BBB Complaint, 
  
  Good Afternoon,

  
  The response from our staff member was simply an acknowledgement of the numerous complaints and  2 BBB filings you have input.  As such, they concluded, "I cannot help but observe that we are not serving you adequately.  As such, I am going to close your account".  This statement was conclusive from what you outlined in your last response.  \

  Your account is open since you prefer to continue purchasing from EBTH. 

  The customer's account is open and will remain open unless a violation of our Terms and Conditions forces us to close the account.  

  Customer response

  04/30/2024

  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.

  As you can see, looking at attached email ***** is stating “ therefore SHE IS CLOSING MY ACCOUNT” . And my fear is that she will do just that. I should be able to call and state that something isn’t as stated and not fear repercussions by this woman. 
  
  Regards,
  
  ****** *********
  

  Customer response

  04/30/2024

  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.

  As you can see, looking at attached email Marie is stating “ therefore SHE IS CLOSING MY ACCOUNT” . And my fear is that she will do just that. I should be able to call and state that something isn’t as stated and not fear repercussions by this woman. 
  
  Regards,
  
  ****** *********
  

*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. ↩