Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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 Answer

  Date: 09/23/2023

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

  Business Response

  Date: 08/07/2024

  Hello,

  Thank you for leaving a review with the Better Business Bureau, we're sorry to hear your experience did not meet expectations. We have the highest standards for the quality of our listings and sellers and will use your input to improve 1stDibs in the future. 

  While we appreciate you making us aware of this, the information on the payment sent to the seller is considered sensitive information and something we do not share. I understand your concerns and we advise that you please continue to contact the seller, ****** directly to make these matters right. I hope this provides additional insight and clarification.  

  Best wishes,

  1stDibs

  Customer Answer

  Date: 08/08/2024

  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 have attempted to contact Golden many times - the man is a fraud and has since closed his shop. He stole goods from many people including myself and we are looking into a class-action suit. Unless 1stdibs can provide the information requested, 1stdibs will be named as an accomplice to ******'s crimes.

  Sincerely, 

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

   

   

   

   

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

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

  Business Response

  Date: 08/16/2024

  Hello,
  Thank you for leaving a review with the Better Business Bureau, we're sorry to hear your experience did not meet expectations. We have the highest standards for the quality of our listings and sellers and will use your input to improve 1stDibs in the future. 
  While we appreciate you making us aware of this, the information on the payment sent to the seller is considered sensitive information and something we do not share. I understand your concerns and we advise that you please continue to contact the seller, ****** directly to make these matters right. I hope this provides additional insight and clarification.  

  
  Best wishes,
  1stDibs

• Initial Complaint

  Date:08/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seller did not ship within the promised timeframe. After delivery date came and went, I reached out to 1st Dibs asking them to cancel my purchase as the seller was not responding. 1st Dibs responded to me stating the Seller was refusing to communicate with them, as well, and they had received no response, either. Then an email volley began between 1st Dibs and myself with me repeating my request for a refund, and 1st Dibs saying, No. The seller has finally responded and said hes thinking **** maybe be shipping soon.I forwarded the The Federal Trade ********************** Page from their Government Website evidencing that a shipper cannot delay shipping for 6 weeks, that Ill be refusing any delayed shipment, and filing a dispute with my credit card company if I didnt receive a refund.Three days later I received a tracking number from DHL. I contacted them immediately refusing the shipment.

  Customer Answer

  Date: 09/18/2023

  At this time, I have been contacted directly by 1stDibs.com, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   1st Dibs responded twice, then stop responding all together. The first response from 1st Dibs was an email stating that they understood from my earlier requests that I had canceled this purchase after the seller's promised delivery date had come and gone with no communication, whatsoever, from the seller (neither to me, nor to 1st Dibs' request to seller for a response) but that after further delay the seller shipped, anyway. They stated I would be paying the seller a $100 re-stocking fee along with an additional payment of $250 for the shipping label to 1st Dibs. After further conversation, the second response from 1st Dibs was to send an email with an international DHL shipping label with my name listed as shipper. I went to DHL with the box and was asked whether their was anything hazardous inside and why did it smell so strongly of cigarette smoke. I explained to them that the seller had shipped a canceled purchase to me that reeked of cigarette smoke and was covered in what appeared to be bird droppings (I didn't touch or cleanup the item, but rather just closed the box back up in as-is condition and notified 1st Dibs of the damage immediately upon receiving the box). *** explained that both nicotine compounds and Guano are hazardous waste, that my name was on the shipping label, therefore I was legally liable for the Hazmat. I took the box back home and notified 1st Dibs by email that I needed them to provide me with either a Hazmat label that specified the presence of nicotine compounds and Guano OR a shipping label that listed 1st Dibs as the shipper. I told 1st Dibs I would ship the box back upon receipt of either label as 1st Dibs was stating they were "anxious to close this case". 1st Dibs has not responded to me since my last notification to them of ****s instructions.

   

   

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

  Sincerely,

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

  Business Response

  Date: 08/07/2024

  Hello *******

  
  I apologize for the very heavy delay in response and wanted to reach out to you as I have looked into your Better Business Bureau review.
  
  I see you have brought this in reference to order ******** (French Wall Clock Napoleon III Style). Upon reviewing the previous case between you and my colleague at this time it is now past the return time frame and the item cannot be returned to the seller. However, to recognise the delay in the returning of the order, we have processed a full refund to you as of today 08/07/24 and sent confirmation to you directly. A full refund of $657.94 has processed to the same method of payment when checking out for this order. The funds will be applied to your original payment method within 7 business days, depending on your financial institution. If you don’t see your refund after the allotted time, please contact your bank for assistance.
  
  Thank you for your time, we hope we can assist you with a purchase in the near future.

  Best Wishes,

  1stDibs

• Initial Complaint

  Date:03/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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