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Business Profile

Music Store

Chateau USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Store.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:09/23/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 entered into a distributor/dealership relationship with : Chateau ***** USA inc in July of 2021. At that time as part of the requirements I purchased at wholesale 2 **** saxophones, one model *** ** ** for $to ****** and one model *** *** for the *******
    I paid for both saxophones on 7/22/2021.

    On Friday July 1, 2022 a customer purchased the model *** **** and the item was sent out one week later . Upon receiving the item the customer called and complained that the low B and Bb notes were impossible to play. I asked the customer to take the horn to a repair shop and I would pay for the adjustment.
    The customer took the horn to a repair shop where *** worth of repairs were made. The customer was still not able to play the low notes and asked that he return the horn and be reimbursed for his full payment. I agreed to the return and reimbursement and paid for the return shipping.

    On 7/5/2022 Dr ****** ** *********** of Chateau ***** authorized the return of the horn to Chateau. The same day I shipped the horn to Chateau ***** **** ** ********* ** **** ****** ** XXXXX . I texted the postage receipt showing the tracking number to him.

    On Wednesday August 31, I contacted ****** to ask why I have not been sent a replacement and was informed that they had not received the horn. I went ************************** did a search and produced a document that shows the the horn was picked up by Chateau at their receiving area. I texted the document to Chateau. Weeks went by and it is now September 21, 2022 and Chateau is refusing to replace or reimburse me for the horn.

    Business Response

    Date: 10/12/2022

    Consumer Response /* (2000, 9, 2022/10/11) */
    On 10/10/22 the company has promised to issue me a refund. I'm waiting......

    Thanks,

    *******

Chateau USA is NOT a BBB Accredited Business.

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