Complaintsfor1stDibs.com, Inc.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a piece of art from 1st Dibs on 4/6/24 order #*********. When I finally received it on 4/19/24, I realized the seller had misrepresented the size and it did not fit into the frame I purchased it for. 1stdibs and the seller agreed to take the painting back for full refund and confirmed receipt of the painting 4/25/24 via return tracking number *****************. As of 5/10/24 my refund is still "pending" and have not been given a timeframe that my money will be returned to me by any of the customer service agents I have spoken with at 1st Dibs.

  Customer response

  05/10/2024

  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 and the matter has been resolved.

  My refund has been approved and sent 30 minutes after filing this complaint 

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

  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last year I started listing products on 1stDibs and there were no monthly fees. Since 3-4 months 1stDibs has been charging my card 99 usd monthly. I just noticed this after some months. I did not give them authorization or agree to this. I'd like to cancel my account but am told it cannot be cancelled until December 2024! Just like the other complaints on here I am getting nothing but a run around from any and all customer service. I contact seller support and they keep palming off the issue to another agent. I do not recommend using 1stDibs to sell your items. They take 30% from your sale which also makes the cost of items for customers so much higher! I am strongly considering getting a lawyer involved and seek damages, starting with the months these slimeballs have charged my card! The card was on there for advertising and not for them to charge when they feel like. I need a rep to contact me to close this account immediately.

  Business response

  03/14/2024

  Hi There *******, 

  Thanks for reaching out to us over on BBB! As an Essential Seller, there have been modifications to your subscription plan. Last year we notified you that if you do not achieve your posting minimums we will upgrade their account to our Preferred Subscription at $99 per month. You did not post and did not ask us to cancel you contract until well after your renewal date and as such are on the new subscription plan with accompanying fees. I hope this clears up your confusion about the charges on your card. 

  Warmly,

  ***

  Assistant Manager Client Services

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The subscription was automated. We do not wish to be on 1stDibs and this feels like theft 

   

   

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

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

  Business response

  03/18/2024

  Hello,

  Thank you for leaving a review and we apologize that you are not satisfied with your experience. 

  I have looked into this and wanted to share that we communicated to all essential sellers last year that if you do not achieve their posting minimums we will upgrade your account to our preferred contract at $99.00 per month. Hence the charge you are most likely referencing to as there were no listings posted on your account. Nor were we contacted with a request to cancel your contract until well after their renewal date. I hope this information is helpful and we thank you for your feedback.

  Best Wishes,

  ********

  1stDIbs

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12 months ago I started listing products on 1stDibs, and found their customer service to be difficult. Now, after a year, I'd like to reduce my subscription level and I am getting nothing but a run around from any and all customer service. Between 20 chat screens, texts and emails. This is a simple issue, but instead, they would rather continue to bill my account for a level that does not provide any membership benefits.I reached out the ******* who signed me up, he says contact seller support and good luck. I contact seller support and they continually tell me they have to talk to their "team", and thats what the customer support and chat screens say, and its laughable. I'd seek damages, but really want someone in the company to try to provide and ounce of relevant customer service, instead of taking my money and blowing me off time and time again. I cannot in good conscience recommend this company to anyone selling online. They are ridiculous. I now know why so many vendors have left for alternative partners.

  Business response

  02/22/2024

  Hi There ******, 

  Thanks for reaching out to us over here on BBB! I see where you reached out to us a couple of times through chat and email. A seller support agent has set up a time with you Monday. I will keep an eye out to see how that goes. I'm really sorry we haven't been able to provide you with support you require. 

  Warmly,

  ***

  1stdibs Client Services

• Initial Complaint

  12/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a piece of art on 11/28/23 with an estimated delivery date from 12/12 - 12/17. Paid $89.51 for shipping. Order number: ********.After the item did not arrive during that time window I contacted 1stDibs requesting assistance under their buyer protection policy. They responded promptly and said they would contact the seller for more information. The seller responded (tersely) stating the item was shipped via tracking number ********************* That tracking number shows no activity whatsoever. I attempted to get additional updates 3 more time via email, to no avail. 1stDibs responds every time, with the same message - they are attempting to get more information from the seller.Four weeks have gone by, and there is no valid proof of shipment provided, or an effort in ******* to communicate what is actually happening.I didnt check BBB before ordering, but based on the many similar complaints, it looks like this is par for the course for this in-trustworthy business. Shame, because the website itself is beautiful.

  Business response

  01/12/2024

  Hi There **********, 

   

  Thanks for leaving a review on BBB for us! I see there are some issues with your order. I will reach out to you directly at 
  ****************. 

  Warmly,

  ***

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a necklace from this site. *** attempted delivery once, requiring a signature. Instead of another attempt to deliver being made the package was returned by request of the shipper. Ive been reaching out over the course of a week. I received one reply stating they would look into it and let me know. This was a week ago. No other info has been provided. The package has been returned to them. I was a refund and I cant get ahold back f then because they dont reply.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  11/14/2023

  Hi There ******** 

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

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

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

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

  Warmly, 

  *** 

  1stdibs Client Services

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

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

   

   

   

   

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

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

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

   

   

   

   

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

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

  Business response

  04/16/2024

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

  Warmly,

  ***

  1stdibs Client Services

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I submitted an order for an ******* and gold ring on September 15, processed on September 16. The order was not shipped by the date it was supposed to. I contacted the seller through 1stDibs website as expected. The seller did not have the ring ready by October 4 and said it would be dispatched on the week of October 4. On October 19 the sent a photo of the ring and told me it is finally ready toship. The photo looks very different from the item I initially paid for.I have been asking for a refund as I dont like the item they showed me on October 19. Those pics look very different from the ring I was interested on. I have not received the item.I repeatedly contacted 1stDibs to help me *** so far no answer. At this point all I want is a refund for that order. I have not received the item nor I like what they are showing me. Below I attached the receipts and communication with the seller.Thank you

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company has a promotion on their site where if you were referred by a friend then you receive $250 off. I was referred but the referral code would not work on their website. I contacted the company multiple times and the response was that I had to send them another screenshot of the error message which I did. Then they said I had to change my browser, clear my history etc which I did. Then they said I had to send them the full URL, the screenshot wasn't enough for them. This was on August 17th. I received no response from them until today! Finally they want to offer my the actual promotion they advertise yet I had to make the purchase already do to the lead time of ***** weeks. I am simply asking this company to honor their promotion and refund my credit card $250 and so far, once again, zero response. This can be easily resolved and yet again they just want to make it impossible for customers to actually use the promotions that they advertise.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

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

  Customer response

  09/23/2023

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

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a foyer table from 1st Dibs. The photographs of the foyer table showed no structural weaknesses. The seller did not indicate in their description any structural weaknesses to the foyer table. The foyer table showed up after delivery to my house with a long crack down its middle. It was unusable. The description indicated NO CRACK. The seller indicated NO STRUCTURAL WEAKNESSES. 1stDibs lied and said the photographs showed "a line" that indicated the weakness. They are deducting restocking fees and shipping fees from my return on this item. It's ludicrous and dishonest for them to deduct anything from my refund.

  Business response

  06/06/2023

  To Whom this Concerns

   1stdibs has reviewed all the information provided by the buyer alongside the images, the description and information provided by the seller, whereby our internal experts has deemed this piece as described and there has been no indication of any transit damage to the item.

  We are proceeding with a return under the sellers standard return policy, which is currently being coordinating.

  
  Kind Regards

  1stdibs Support

  Customer response

  06/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becauseTHE 

  The piece was NOT as described. It did NOT have a large crack in it. This is a LIE.  

   

   

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

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

*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. ↩