Complaints

This profile includes complaints for zZounds Music, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  zZounds Music, LLC

  Chicago, IL 60654-4826

  
• 

  zZounds Music, LLC

  8 Thornton Rd Oakland, NJ 07436-3116

• 

  zZounds Music LLC

  8 Thornton Rd Oakland, NJ 07436

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:04/24/2024

  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 requested a refund for a product I purchased from Zzounds.The sent me an email with instructions for returning the item.They did not issue me a proper return label since their policy requires that I pay shipping.I sent the package back to them via **** who did not issue me a tracking number.Zzounds says they cannot locate my package without a tracking number and refuse to assist me in any way.I have sent emails, chatted with agents and spoke on the phone with a dozen agents, all of which refuse to assist me, so they are just keeping my money.

  Business Response

  Date: 04/26/2024

  We can not verify that we have received the customer's return. It is the customer's responsibility to obtain tracking information for return shipments. Without this tracking information, we can not verify if we have received the return.

• Initial Complaint

  Date:04/16/2024

  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 purchased two items from Zzounds a mixer board and drum heads.The mixer board was delivered but not the drum heads.The mixer board was left in the rain versus leaving on the front porch.Each time I call Zzounds the customer service rep keeps saying it will be delivered that day. I have been trying to get this resolved over the past week and they continue to give me the run around versus sending me a new package that was clearly delivered to the incorrect place by ****** To me this is not my fault and as a company this is a cost of doing business with ****** I have lost money as a result of not receiving these items and no one seems to care. I asked them to send me another one and if the item does arrive I would return but they refuse to that they keep saying I will just have to wait. I don't feel this is fair to the consumer. I should receive the product I paid for and they should take it up with ***** not me

  Business Response

  Date: 04/24/2024

  It looks like we sent out the replacements they needed on the 18th and they were delivered on the 19th. The customer should have all of the items they ordered at this point, and should contact us if they are missing any items. 

• Initial Complaint

  Date:04/12/2024

  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.

   
  Complaint: 21567881
  
  I am rejecting this response because:
  They didn't provide a response they just passed the buck with a we can't respond response. So basically they did nothing just like when u deal with them directly pass the buck and fix nothing.
  Sincerely,
  
  ***************** got to do effective guitar and you're charging me for return shipping they said I should have handled that when I made my initial request for a refund I said I did explain to him that I was returning the car guitar because of a defect and I assumed that the postage was going to be paid by you guys the only reason I paid it because I was put on the spot at *** and I figured I could request it from you guys to get it refunded to me I asked you to speak to a supervisor they said there was not one available I said well I'm going to call the better Business bureau because this is not fair you're taking my money I should have to pay for this postage and they said go ahead not only that they charged me 10% restocking fee so that was $150 and shipping was $150 .$300 I was out. I don't think this fair I don't think it's good business and I would like my $300 return to me immediately thank you

  Business Response

  Date: 04/23/2024

  We can only discuss order details with the billing contact/cardholder. 

  Business Response

  Date: 04/26/2024

  We would like to resolve the discrepancy but can only do so with the customer who placed the order.

• Initial Complaint

  Date:03/28/2024

  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.

   
  Complaint: 21502218
  
  I am rejecting this response because the manufacturer of this product specifically told me to contact zzounds for a replacement. Neither vendor stands behind their products. I will not be paying for the remainder of this item until a replacement is shipped.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/01/2024

  This item is an exception to our return policy. Once opened, it can not be returned. A warranty claim may be opened directly with the manufacturer of this item.

  Business Response

  Date: 04/09/2024

  This item is an exception to our return policy, and we can not take it back once opened. We asked for written confirmation from Allparts stating that we should take it back under warranty, but did not receive a response.

• Initial Complaint

  Date:02/29/2024

  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.

   
  Complaint: 21365988
  
  I am rejecting this response because:

  I have emailed that email address with no response. I want my information deleted from your systems. This is the same response you sent me over email. 
  

  Delete my account and any information that belongs to me. 

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

  Business Response

  Date: 03/04/2024

  You have the right to request that we: provide you with access to your ************** correct your ************** or erase your **************
  
  
  We will take reasonable steps to verify your identity before granting access to your ************** You may access and correct your online account information at any time by contacting our customer support team. If you wish to ask that we erase your account information, please email us at ***************************************, but note that we may retain certain information as required by law or for legitimate business purposes.
  
  
  ********** residents may have additional personal information rights and choices. Please see Your ********** Privacy Rights below for more information.
  
  
  Effective July 1, 2023, *********** residents may have additional personal information rights and choices. Please see Your *********** Privacy Rights below for more information.
  
  
  Effective July 1, 2023, Colorado residents may have additional personal information rights and choices. Please see Your ******** Privacy Rights below for more information.
  
  
  ****** residents may have additional personal information rights and choices. Please see Your ****** Privacy Rights below for more information.
  
  
  Effective July 1, 2023, **** residents may have additional personal information rights and choices. Please see Your **** Privacy Rights below for more information.
  
  
  Effective January 1, 2023, Virginia residents may have additional personal information rights and choices. Please see Your Virginia Privacy Rights below for more information.
  
  
   ***************************************************
  

• Initial Complaint

  Date:02/23/2024

  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.

  This is the second time ive had the same problem with this merchant. I request a return via ************* policy says in 1-3 buisness days they will get back you. Both times exceed way over the 1-3 buisness days. Now the return label. Policy says return label will be received within 24 hours. Never happen. I asked where it is & they tell me its been sent. I clearly dont have it. So right there is a level of incompetence I feel needs to been addressed right ********** with the BBB. I had to spend multiple conversations to get my labels into my inbox.

  Business Response

  Date: 03/04/2024

  We have carefully reviewed the order and found that the return request was initially processed within 24 hours, but there were some issues delivering the electronic return label to the customer. The next day we re-sent the return label numerous times and still had no success. We then had to use alternate methods to send the label directly to the customer's inbox, instead of using the automated systems that the labels are typically sent through. 
  
  The customer has since received and used the return label. The label would have been received on Friday February 23rd. and used by the customer on Tuesday February 27th. There was certainly a technical error that prevented the customer from receiving this label the first time, but we did everything in our power to make sure we corrected this issue and got the customer their return label as quickly as possible. The label was also still delivered electronically to the customer within our 1-3 business day timeframe for processing return requests. 
  
  The return was delivered on Friday March 1st, and a refund will be issued within 2-4 business days of delivery as per our normal processing times.

• Initial Complaint

  Date:12/12/2023

  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 wanted to purchase a pioneer Rev7 I choose 12 month payment plan. I went ahead placed the order. I get an email to verify my identity. I uploaded drivers license and I did a video selfie of myself. Then I get an email that my order is canceled. I called and they said that I didnt pass verification. How the h*** would I not pass the verification if its my own divers license and me in the video selfie. They told me to resubmit the order so I did. This time it was canceled right away. What the h*** is going on? How can I fail the verification if its me? I feel I was discriminated against my race.

  Business Response

  Date: 12/13/2023

  It looks like this order was not able to pass our internal verification process, meaning we were not able to get an exact match between the information submitted for the order and the information that your bank has on file for the card that was used. Unfortunately I do not have specifics on what exactly was not matching. For privacy reasons, your bank would never offer us specific information that does not match. We essentially ask your bank if the information we have matches, and we get a "yes" or "no" response. 
  
  Since we were not able to verify the information provided internally, we utilized Metamap, a 3rd party verification service. Unfortunately, the provided information was not able to be verified through Metamap, and the order was then cancelled. Similar to our internal verification process. we do not receive any details about what specific information does not match, just a "yes" or "no" response. We also do not deny or approve customers on the basis of race.

• Initial Complaint

  Date:11/29/2023

  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.

   
  Complaint: 20934393
  
  I am rejecting this response because: 
  The advertising claims and the actual implementation of the return policy is both misleading and unfair to consumers, they claim that It's all over the website but it's not and if the "used" product was returned and never opened by the old customer why do you guys have to reseal the package?
  

  Sincerly,
  
  ***************************

  D," leading consumers to believe they can be returned within the 45-day satisfaction guarantee.**Resolution Attempts:**I have engaged in a series of email communications with zZounds customer service to resolve this issue. However, the company has not made any effort to address the misleading nature of their return policy or provide a satisfactory resolution to my concerns.**Advertising Issue:**The advertising issue lies in zZounds' misleading representation of "USED" products on their website, creating a false expectation that these products can be returned within the 45-day satisfaction guarantee.Tracking #************ I am seeking your assistance in mediating this dispute and ensuring that zZounds upholds the commitment they made in their return policy. The discrepancy between their advertising claims and the actual implementation of the return policy is both misleading and unfair to consumers.Thank you for your attention to this matter.

  Business Response

  Date: 11/30/2023

  While we certainly have a 45 day return and exchange policy, this is one of the few items that are exempt from this policy. This is clearly stated both on the product page (**************************************************************) and in the cart during checkout. Here is the exact disclaimer listed on our site:
  
  Special Return Conditions
  With our 45-day satisfaction guarantee, this item can be returned for a refund or exchanged for another item so long as it remains unopened. If it is damaged upon arrival, we will exchange it at our expense (including all shipping costs). Once opened it cannot be returned for health reasons since it is used at your mouth or ear.
  
  While there is a "used" version listed on our site, it falls under the warehouse resealed category. " Warehouse Resealed gear is typically a customer return. This inventory includes all parts, components, manuals (hard copy or downloadable) and the full factory warranty. However, the packaging may be slightly compromised and thus not in absolutely perfect, unused condition like our new inventory. This inventory is a great value." This was likely a return from another customer who did not open the product, but since it was shipped back to us, we can no longer sell it as new. This used version also carries the same return exception and disclaimer on our sire. 
  
  Unfortunately we cannot take this product back. The terms of our return policy and the exception for this specific product is something the customer agreed to during checkout. 

  Business Response

  Date: 12/05/2023

  The return policy is enforced as advertised on zzounds.com/returns, the product page, and at checkout. A warning about the exception to this policy for this item was displayed in these three places. We can not accept returns on items that are used in your mouth or ear. Please refer to manufacturer warranty for product support. We're sorry we can not take this back.
  
  

• Initial Complaint

  Date:11/09/2023

  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 wanted to buy a MPC Live Retro using the No Credit Check option that doesnt use a SS# from Zzounds. I placed my order and it was canceled. I called Zzounds and they said it was due to a billing address issues and that I need to call my bank. I called my bank and they said all was ok on the banks end. Placed 2nd order and it was also canceled. I called Zzounds a 2nd time and they said they dont know why it was cancelled. This is unfair business practice.

  Business Response

  Date: 11/10/2023

  It looks like this order was not able to pass our internal verification process, meaning we were not able to get an exact match between the information submitted for the order and the information that your bank has on file for the card that was used. Unfortunately we do not have specifics on what exactly was not matching. For privacy reasons, your bank would never offer us specific information that does not match. We essentially ask your bank if the information we have matches, and we get a "yes" or "no" response. It is highly recommended that you check with your bank to ensure that they have the most up-to-date information for you on file.

• Initial Complaint

  Date:10/11/2023

  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.

   
  Complaint: 20724302
  
  I am rejecting this response because:

  the product does not function properly and is under warranty 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/17/2023

  Unfortunately the item was purchased in January of 2022 so we would be unable to process a return after almost 2 years.

  Business Response

  Date: 11/27/2023

  Since the item purchased is outside of our return window. We have referred the customer to the manufacturer where they can provide assistance for the profuct under warranty.