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:11/08/2024

  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 ordered a guitar from the business in October 2024. It was advertised as MINT condition, When I received the guitar it had 2 cracks on the neck of the guitar. I sent the guitar back at my expense insured **** The owner **** W. ******** refused to refund the amount of the guitar ****** and said I would have to pay for the repair of the guitar. I DID NOT damage the guitar and he admitted he was not aware of the damage before he shipped it to me. He took this guitar from a client of his and DID NOT check the guitar when he took it from his client and then put it up for sale again with out checking the guitar over. Then he expects me to repair the guitar for damage that I DID NOT do the guitar and refuses to refund what I paid for the guitar. So now I'm out the cost of ordering the guitar plus the shipping of the guitar back to him which come to ****** dollars for the guitar plus ****** for shipping it back to him. I want the cost of the guitar ****** refunded to me and I will absorb the expense of shipping the guitar back to him. I should not have to pay for damage that I DID NOT do in the first place. The guitar was damage before it was shipped to me. I want this issue resolved plain and simple.

  Business Response

  Date: 11/16/2024

  Hello to anyone reading this material!

  Rocky Mountain Vintage Music is a nationally renowned vintage musical instrument and vintage audio restoration, and sales company located in ***********. The item in questionwas posted with 24 photos depicting the condition as mint which was the case up and through the shipping process.  We are present on the internet especially on the site ********** where this transaction took place. The item in question was a brand new 2024 Epiphone 335 guitar. and hardcase. We have a 5-star rating and a great history of safe shipping, and the guitar was fully insured through Reverb. The guitar was damaged either during shipping or while in his possession. *** ****** took the position from the very outset that we shipped a broken guitar and behaved ruthlessly in all of his communications at one point using seriously offensive vulgarity. Upon hearing of the damage however, I instructed him to allow me to open a claim on his behalf and let Reverb handle the return and refunding which they have always done in the past. That included allowing them to send him a return label which is the process. He ignored my instructions and took matters into his own hands and shipped the guitar anyway which took it out of the normal system for refunding. He then requested a full refund in the system which I had no choice but to decline as he abandoned the insurance process by ignoring proper procedure. The final result after I continued perusing a refund on his behalf was a full refund paid by ****** to this very disruptive customer.