Complaintsfor1stDibs.com, Inc.

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Initial Complaint
06/06/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
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,

*************************
Initial Complaint
03/06/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered a pair of bronze vases from a 1stdibs merchant on February 6, 2023, my payment card was promptly charged, but one month later my order has still not shipped. Days after placing my order, I was notified that the merchant was "on holiday" and would ship when he returns, presumably sometime in March.1stdibs should let buyers know when a merchant is inactive for a prolonged period of time and should not charge customers for items that will not be shipped for 6 or more weeks.Trying to reach 1stdibs is impossible. A terrible experience on 1stdibs platform.
Business response
03/07/2023
To Whom It May *********************************************** we can empathise with the frustrations that the client may have felt with this order, at the time of making the purchase the item was advertised with a 10 business day handling time and an estimated shipping timeline of 7 - 21 days.
This would calculate to been around 10 March for a delivery date. The buyer received an automated email 6 February confirming the sale and the timeline for delivery.

I can see the seller advised the client on 21 February that the delivery date would be 8th of March as it was suggested from the beginning (between 6th and 10th of March).

The item would have been delivered as per the dates supplied.

The client has decided to cancel and a full refund has been provided.

Kind Regards
1stdibs Support

Customer response
03/09/2023
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:

The issue is that my credit card was charged immediately and days later the seller informed me he was on vacation for the next 4 weeks. His commitment to deliver in the first week of March was not honored. Once he finally got ready to ship, the transit time was 2 days via DHL. What business in ******* charges a customer for a product that is available but cant be shipped for 5 weeks?

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

Sincerely,

***************************
Initial Complaint
01/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
The bottom shelf of the shelf sold to me is cracked in two (see image). I acknowledge that it is a vintage item, but I feel strongly that the crack is neither clearly visible in the images nor is it explicitly stated on the website. I've also reached out the the vendor about their misleading shipping information (they gave a 3-7 week delivery window, and then showed up the next day with minimal warning; their delivery people were insulting, and threatened to leave the expensive item on the curb if I did not totally upend my schedule to be home for the delivery). Overall, I find this company and their vendors to be bad actors who are uninterested in compromising around an extremely negative customer experience. In short, I feel swindled by them.
Business response
02/06/2023
To Whom it May ******************************************** appropriate team has reviewed the images provided by the buyer in comparison to the images provided by the seller and it has been deemed as described.
As for the shipment the seller had a carrier in the buyers vicinity the next day and this is the reason for the delivery to have been made.
A partial refund has been offered by the Seller and authorised for the experience that the client stated they had received in relation to the shipping.
The seller for this item offered a returns policy which has been proposed to the buyer in addition, however as the item is as described the buyer will be responsible for the return shipping costs and the restocking fee.
Kind Regards
1stdibs Support
Initial Complaint
12/29/2022
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
I placed an order for a ***** designer bag on 1stDibs on 10/19/2022, it cost forty-six thousand eight hundred ninety-seven and ninety-one cents. I never received the package, it arrived empty. I was seeking help from the business but they have not helped me. order number:******** tracking number: ************
Initial Complaint
12/28/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered artwork through this auction business. I selected free shipping as a promo and the actual seller (gallery) was also aware that it needed to be shipped. When I confirmed with 1st dibs, they insisted I had not chosen that. They disregarded the screenshot I showed them where it clearly said free shipping. They insist that I chose I would arrange my own or pick it up an entirely different state which is ridiculous. They will not ship it to me for free as guaranteed and they have already charged me for the art. I contacted them through email through texts and they ignored me. After a response they spammed me with 16 of the same text. ( I believe to be difficult!). I let them know I would be contacting the BBB. Due to being dishonest and because there was no resolution. I have paid for my artwork and I do not believe they will ship free or at least refund me the full amount.
Business response
12/29/2022
To Whom It May concern

The sales order in relation to this order certainly looks like at some stage it was purchased on the basis of "customer collection" as the records show the seller has contacted the buyer to ask the same question on 27 December.

As the buyer has stated they would like it shipped to her, I have asked my colleague to contact her today to see if the item is still required and if so we will take care of the shipping for this piece to the buyers home address.

If the buyer no longer wishes to proceed then we can deal with that outcome too, by cancelling the order.

Thank you

Kind Regards
1stdibs Support
Customer response
12/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me because matter has already and quickly been resolved by the third ************* representative, ********. ( not1ST DIBBS)
I spoke with him on the phone and stated he would ship it to me instead.
Sincerely,

*************************
Initial Complaint
12/02/2022
Complaint Type:
Service or Repair Issues
Status:
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.
1st Dibs is being used by scammers who sell fraudulent products in order to groom their crime victims. I attempted to report to 1stDibs the identity of one of the scammers who sold me a fake product but I was hung up on. They willingly and knowingly enable scammers to groom crime victims on their website. I purchased an antique chair and was charged but the chair was never delivered. In fact the chair and the scammer are still listed on the 1stDibs website.
Business response
12/13/2022
To Whom It May *********************** respond fully we would appreciate the sales order the client is referring to?

In the meantime may we please advise all our sellers undergo a comprehensive evaluation by our in-house experts to vet the integrity of their listings and the quality of their service.

Before their items appear on 1stDibs, all sellers must submit an application for review by our experts and are evaluated on the appropriateness and quality of their inventory.

We can assure you that any sellers on our platform are legitimate sellers

Kind Regards
1stdibs Support
Initial Complaint
11/01/2022
Complaint Type:
Product Issues
Status:
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.
I placed an order for a piece of artwork. Once I received it, I opened the package to discover that the work was not verifiable due to the lack of a COA. After reaching out to the seller the next day I was unable to get a response. I contacted 1stdibs who repeatedly attempted to make contact with the seller on my behalf. After a month, 1stdibs emailed me saying that they may not be able to process a return because the seller has a one day return policy. I believe that the art I purchased at 1stdibs to be illegitimate.
Business response
11/16/2022
To Whom It May ******************************************* item in reference to this communication was advertised with a 1 day return policy( from the date of delivery) .
The item was delivered on the 11 October and the return request was initiated on the 14 October 2022. Both dates can be verified by the buyer by checking the order activity on their account, as both events are date stamped for these purposes.
1stdibs contacted the seller to ask if they would consider the return as an exception, which they have confirmed they would not.

The item was advertised to be signed and numbered. The seller did not mention that there would be any further documentation to accompany this item.

The buyer can of course seek advice independently and the 1stdibs Promise would be in place which includes - If you have any concerns regarding authenticity, you may report the issue at any time for review. We would ask the client to provide evidence of their concerns in this instance.

Kind Regards
1stdibs Support
Customer response
11/22/2022
Better Business Bureau:

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

[Your Answer Here]

Authentication can not be confirmed without a COA and any reportable gallery would include a COA, without verifiable authentication I stand by my previous request for a refund or a COA from the seller
the delay in a return request was due to the fact that I emailed the seller requesting a COA and after receiving no reply, I then requested a refund I should not be penalized for there lack of response

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

Sincerely,

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

Business response
12/13/2022
To Whom It May ****************************************** empathise with the buyer, however our sellers declare if there is any accompanying paperwork in the details provided to enable buyers to make an informed decision, as well as the ability to ask any questions of the seller prior to purchasing.
Our records now indicate that the item has been appraised via the buyer and that it is a legitimate art piece.

Kind Regards
1stdibs Support
Initial Complaint
11/01/2022
Complaint Type:
Product Issues
Status:
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.
I am located in ************* and purchased three items (bowl, vase, votive candle) through 1st Dibs from a seller located in ****, *****. I realized the bowl was too small for my needs and requested and received approval to return provided I paid a $140 return shipping fee and $270 restocking fee to cover the seller's costs to receive. These costs were discussed and approved via 1st Dibs customer service prior to return per the attached documentation. The final bill however charged me $157.72 in return shipping and a $594.52 restocking fee. The cost of the item in question was $1,080.95. The claim that ******* customs required a 50%+ customs duty fee is absurd and extremely doubtful according to all documentation I can find on online commerce for ************** Countries. I have been unable to get a full copy of the custom duty documentation showing these charges. I am due a refund from 1st Dibs for the discrepancies in the shipping and restocking fees for a total of $342.24.
Business response
11/02/2022
To Whom It May concern
At the time of purchasing the item the return policy stated there would be a 25% restocking fee and any return shipping would be paid by the purchaser. This was fairly accepted by the buyer.
When receiving or returning items from ***** where applicable, customs will be charged even when the shipping label declares the parcel is a returned item to where it was originally sent from.
Any customs, taxes or duties when purchasing from a different country to where the item is being delivered to are not set by 1stdibs and therefore unfortunately nor do we have any control over these, whilst we can empathise with this particular order and the costs incurred.

Kind Regards
1stdibs Support
Customer response
11/02/2022
Better Business Bureau:

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

[Your Answer Here]
Dear Sirs - I respectfully ask you to review the charges made to my account relative to your own admission in response to this claim. Restocking fees are expected to be 25% of purchase as you identified and were presented by 1st Dibs and agreed to prior to the return at $270 which is 25% of the cost of the item returned. However, after the return you increased the fees by more than double and charged me more than 50% or $594.52 - $284.52 more than the agreed to restocking fee and published 1st Dibs policy of 25%. In addition, you overcharged the return shipping and charged $157.72 despite receiving approval to charge $140. I am due an additional credit of $302.24.
Please credit my original form of payment immediately.
Thank you,
*********************************

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

Sincerely,

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

Business response
11/09/2022
To whom It May ********************** can confirm we charged a 25% restocking fee for the return of this item as per the advertising returns policy
We sent an email to the client 26 October to advise the deductions for the return were the 25% restocking fee, return shipping and return customs as the seller is based in *****.
Our dialogue is currently still open with the client.

Kind Regards
1stdibs Support
Initial Complaint
10/27/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I bought what I thought was a ****************** by the picture, but was only the wood surrounding it for $2,000. No matter, it came broken. The complete top of the mantle is broken off from the bottom. I have been working with 1stdibs to return this and get my money back since the end of August. They say they are going to help but all I got was the runaround. They keep telling me: "The carrier and the dealer are still conducting their investigation." Now they are no longer responding to my emails. They have asked me to keep the shipping cart and, of course, the mantle piece inside which is very inconvenient. I just want to send this back and get my money refunded. Thank you.
Business response
11/11/2022
To Whom It May ****************************************** can confirm that this item was shipped by the seller and that there was transit damage to the order.

As this was seller shipping the seller has been liaising with their insurance company, which in this case has taken longer than expected.

We are in communication with the seller and we will come to a conclusion shortly and ensure the client is put back in the correct position.

Please accept my apologies for the delays in this case.

Kind Regards
1stdibs Support
Customer response
11/15/2022
Better Business Bureau:

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

[Your Answer Here]
Hello,
I would very much like to believe 1stdibs will refund the $2,000 I've lost on this broken fireplace mantel but they have been telling me for quite some time that "the seller is working on it" yet nothing happens. It seems to depend on the seller whom I've had limited contact with, only to tell him it was broken. I can certainly let you know if this does become resolved but I'll believe it when I see it.
Thank you for your time and help,
*********************

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

Sincerely,

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

Business response
11/29/2022
To Whom it May *********************** are currently under correspondence with the buyer and the seller over the experience of receiving a damaged item. The seller used their own carrier and has an open claim with them. This is taking more time than we would expect and we totally understand the frustrations that the client is experiencing.
The recent communication with the client confirms we will provide a full refund and have asked if the buyer could hold the item until the seller receives an update from his carrier.
I see the buyer has responded to this request and we will follow the appropriate actions today

Kind Regards
1stdibs Support
Initial Complaint
10/25/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been given a pickup date (08/17/2022) for the item to be shipped from *********** to *****, **. Later on the producer contacted me saying that they can not produce it that fast and the delivery date provided by 1stDibs was wrong. All this time, 1stDibs who is the seller never contacted me (all communication is on file) about this particular error. I waited till the second week of October to contact the seller again. The producer notified me on 10/11/2022 that the item was produced and ready to be picked up upon which I contacted the seller, 1stDibs to see when they can arrange a pickup. After 12( twelve) emails back and forth, I have been told that there was an error in website and that 08/17 date was wrong and that they will contact me when the pickup date was decided. Today, I called them and I have been told that they 'might' pick it up this week but because of the nature of the item (furniture) they can not tell me when it will be delivered. I have all the patience and I dont expect a live tracking on this item. But, 1 stDibs seems to be interested in the latest possible delivery (contractually 3-8 weeks but I will be surprised at this point if they deliver it in 8 weeks) to maximize their returns on delivery fees (in this case $ 699) despite the item has been ready for two weeks now.In my opinion, it would be fair for 1stDibs to give me a discount on delivery with an apology as they are claiming to sell luxury items.Thank you,**** *******
Business response
10/26/2022
To Whom It May concern
Firstly 1stdibs is an online marketplace where dealers can advertise their items for sale.

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

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

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

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

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

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

Kind Regards
1stdibs Support

Customer response
10/28/2022
Better Business Bureau:

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

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

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

Thank you very much,

**** *******

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

Sincerely,

**** *******

Business response
11/25/2022
To Whom It may *********************** believe this relates to a Walnut Veneer Table that was ordered 12 August whereby due to customisation the seller confirmed a 12 week production time line.
At the time of purchasing the item stated 3 business days to arrange shipping followed by 3 to 7 weeks shipping time line. We advertise estimated delivery time lines to enable our clients to make an informed decision prior to purchasing.
The item was delivered 11 November and was therefore delivered within the timelines provided to the buyer.
Our records show the item was collected 25 October and delivered 11 November.

Kind Regards

1stdibs Support
Customer response
11/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

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

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