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:03/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Should have known initially when I called this company to ask a simple question about their product and spoke to a very rude woman, ******, and asked if they have a War Time Veteran discount and was laughed at and told No! I had noted that this business had terrible ratings and warned of conversing with the toxic female who answers the phone. I ended up ordering a pickguard from their website and, according to their website, it was the pickguard that would fit my instrument perfectly. It did not. Pictures and explanations followed with this woman continuing to be rude and unprofessional. I asked for a return label to return the defective product and they stated they did nothing wrong, they do 1000s of pickguards a month, there was no way they got this order wrong, and would not pay to return the defective product. I stated I would start a credit card dispute and this was when ****** sent me a shipping label to return the product but that they would not be doing business with me anymore because I was rude and unprofessional. *** tried to contact them, through email, as I refuse to speak on the phone with this woman, to tell them the shipping label they sent did not relieve me of paying for shipping, but they had told me prior they were blocking me on email. I thought we were done and I was going to just let my credit card company settle this out when I received another threatening, rude, and insulting phone call from ******. I am a ************************** my community and this woman somehow found this out and stated that she feels sorry for my community because I am serving and protecting them! Simply this business is unqualified and unprofessional. Its sad that several major companies, G&L among them, use this company when they insult and demean Military Veterans and First Responders. By the way, I have all these claims backed up by emails and voice mails, my credit score is exemplary, 760, and I havent filed a credit card dispute since 2021.

• Initial Complaint

  Date:07/08/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased for an electric guitar pickguard from Chandler Music Instruments ("CMI") on 4/23/22 for which I was charged *****, tax and shipping included. Copy of credit card statement confirming the purchased attached. The item was delivered to me via **** on 4/2722.The pickguard was delivered in a sealed plastic wrapper, which was placed inside a **** shipping box. Written instructions that accompanied the delivery stated that "opened" products could not be returned to CMI.The unopened pickguard was returned to Chandler on 5/2/22, via ****, and was delivered on 5/4/22. **** tracking record is attached.CMI refuses to refund any portion of the paid purchase price. ***** communications with CMI attached.

• Initial Complaint

  Date:06/17/2022

  Type:Product 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 contacted them about my order (invoice ****) to request tracking information. They responded saying my order was only placed three days ago and were very rude. Due to the rudeness I requested a cancellation and refund. They were extremely unprofessional calling me bro in the email and telling me that they do major business for 42 years and that my tiny single purchase meant nothing. They refused to give me a full refund and have shorted me 5 dollars. I originally paid $49 via pay pal and they only refunded me $44.

  Business Response

  Date: 06/22/2022

  Hello **** - every order we receive is sent a ****.  It's also followed by a direct reply email to the email order received.  Here's a copy and paste of the email that was sent after we issued the ****.  We have highlighted pertinent info - the email our clients receive is not highlighted as such.  Again - this email is in direct response to the client's email order in its entirety.

  
  

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

   

  Hello - thanks for your message.

  
  

  Paypal Invoice **** has been issued for this order.  Check this order for any errors or deletions and advise before making payment so that the Invoice can be edited if need be.  Receipt of payment means you have read and agree to the Terms and Conditions and Note to Customer sections of our Invoice. 
  

   

  We will not send any further communication unless there's a problem with the order.  We do not send confirmation receipt of any Paypal payment.  Your decreased Paypal balance or credit or debit card charge is confirmation of your order.

  
  

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

  
  

  Copied and pasted below is the "Note to Customer" and "Terms and Conditions" included on every Paypal invoice.  Again - pertinent info has been highlighted for your benefit but is not highlighted on the **** our clients receive.

  
  

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

  
  

  Note to customer

  Your payment is our acknowledgement of your order. We will not reply to receipt of your payment. If you've funded your invoice, your order is in our production queue and will be shipped as soon as possible. All items are made to order - we endeavor to ship all orders within 2.5 weeks of payment receipt. If you'd prefer to pay by credit card, please call us at your convenience Mon - Fri 9 am to 4:30 pm ********** time ************. Please have your credit card ready and be prepared to provide the Invoice number above when you call.

  Terms and conditions

  Order carefully - a $ **** cancellation charge and any Paypal fees are deducted from any refund.

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

  
  

  
  

  We replied to ****** as quickly and concisely as possible.  If he was offended, that's beyond our control.  A refund was requested and was issued immediately.  As far as we're concerned, we have done all we can do to satisfy this client and owe him/them nothing more.

  
  

  Let me know if you need additional info.

  
  

  Have a great day.

  
  

  ****** Chandler

  
  

  Customer Answer

  Date: 06/22/2022

  I am rejecting this response because: Chandler Music still owes me $5. They have a documented history of mistreating customers and due to their own fault, I should not have to pay them any fees. The matter will be resolved when I receive a refund for $5 and an apology from whoever responded to my email inquiry. It is beyond ridiculous that this company is allowed to continue business with the way they talk to people.