Complaints

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

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  Gramophone Ltd.

  4 W Aylesbury Rd Lutherville Timonium, MD 21093-4101

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  Gramophone Ltd.

  9005 Chevrolet Dr Ellicott City, MD 21042-4009

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:01/21/2025

  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 made a TV purchase on 1/13/25. I received email confirmation on 1/14/25 that my item has shipped, and the shipping company whom will be delivering my item is ********** *******. On ********** website, it states that an overnight delivery would take place if the delivery is within 150 mile radius- in which I am. I finally received a call on 1/16/25 stating my item will be delivered on 1/17/25 by 4PM ET. I did not receive a call from them all day on 1/17/25. I reached out to Sky Gramaphone to get a status on my delivery. They reached out to ********** to get a status and they stated they won’t be delivering the item until 1/21/25. I did not hear from neither Sky Grampaphone nor ********** all day on 1/20/25 until I finally reached out to Sky Gramaphone. Numerous times on 1/17/25 and 1/20/25, I requested for ********** to send the item back to Sky Gramaphone because at this point I do not want the item anymore due to the lack of communication and consideration as a client. Sky Gramaphone is wanting to charge me 20% restocking fee; however, I am asking them not to because none of these mishaps are any of my fault. The only thing they are offering me is a $200 discount, but I do not want the discount because I already made a purchase else where. They are insisting to charge me the 20% restocking fee that comes out to $599.60 according to their email. I have asked numerous times to speak with a supervisor and have not been given the opportunity. None of these mishaps errors are my fault. Sky Gramaphone has cause tremendous stress that can be potentially harmful to my health. All I am asking is for a full refund, so we can part ways and never have to deal with each other again. I need help.

  Business Response

  Date: 02/12/2025

  Gramophone Ltd. Response to BBB Complaint:
  

  Dear Better Business Bureau,
  

  We sincerely appreciate the opportunity to respond to the complaint made by Mr. **** ******, and we regret any frustration or inconvenience this situation may have caused. We take all customer feedback seriously, and we aim to resolve issues to the best of our ability.

  Summary of the Situation:

  Mr. ****** placed an order for a Sony BRAVIA XR 65L OLED TV on January 13, 2025. Upon order confirmation, Mr. ****** was informed via email on January 14, 2025, that the TV had shipped and that ********** *******, the freight company, would be handling the delivery. Along with this, our standard freight instructions were communicated, as well as our 24-hour damage policy and the 20% restocking fee applicable in the event of a return or cancellation of an order for oversized items. These terms were clearly stated in the confirmation email to ensure Mr. ****** was aware of the procedures.
  
  Unfortunately, the scheduled delivery was delayed by ********** *******, and as a result, Mr. ****** did not receive the TV on the originally expected date. We sincerely apologize for the delay and the lack of timely communication on the part of the freight company.
  
  Our Efforts to Resolve the Issue:
  
  We fully understand Mr. ******** frustration with this delay and his desire for clear communication. Here is an outline of our efforts to address his concerns:
  
  1) Communication with Mr. ******:
  

  > On January 17, 2025, Mr. ****** contacted us to inform us that ********** ******* had failed to deliver as scheduled. He *******ed frustration and indicated he wished to refuse the delivery due to the shipping delay.
  > Our customer service representative, Adam, promptly reached out to ********** ******* to confirm the delay, which was due to internal reasons with their team. Adam communicated with Mr. ****** and offered a $100 discount as a goodwill gesture for the inconvenience, which Mr. ****** declined, stating it was insufficient.
  > Mr. ****** requested the waiver of our 20% restocking fee (a standard policy for oversized items and stated on our website at ****************) and insisted on a full refund. We explained that the 20% restocking fee is required for all returns of oversized items and outlined that this was not due to any fault on Mr. ******** part but rather standard procedure.
  > Despite these efforts, Mr. ****** remained upset and reiterated his request to speak with a supervisor. We provided clear information on our policies and reiterated our willingness to resolve the issue within the framework of our standard procedures. Please keep in mind that our offices work during business hours only, and that is why Mr. ****** was unable to get ahold of our representatives during the weekend, 01/18 and 01/19. However, a supervisor did reach out to him via email on 01/21, and Mr. ****** responded to that communication.
  

  2) Further Communication:

  > On January 20, 2025, after a lengthy phone conversation with Mr. ******, we contacted ********** ******* to confirm the rescheduled delivery date for January 24, 2025. We ensured that ********** would call Mr. ****** to confirm the delivery time.
  > Additionally, we issued a $300 refund as a gesture of goodwill for the inconvenience caused by the delay and the lack of timely communication from ********** *******. We sent Mr. ****** a detailed email outlining the situation, our efforts to resolve it, and the refund provided.
  

  3) Delivery:

  > On January 24, 2025, ********** ******* attempted delivery of the TV, and Mr. ****** did accept the delivery. He reported damage to the outer packaging (the shipping cardboard box), but no damage to the TV itself was reported.
  > We requested that Mr. ****** inspect the TV for any potential damage and provide clear photos of the product and the box, following our standard damage reporting policy within 24 hours. We have not received any follow-up photos or communication regarding damage to the TV.
  
  Regarding Mr. ******'s Request for a Refund:

  While we deeply regret the issues Mr. ****** experienced with the shipping company, our company’s return policy for oversized items—outlined clearly during the shipping process and on our Policy page—includes a 20% restocking fee for any returns that are not damaged. This policy is in place to cover the logistical costs of returning and restocking such large items.
  We understand that Mr. ****** was frustrated by the delivery delay, but we also took every possible step to facilitate the situation, offering a substantial refund and continuously engaging with him to resolve the issue.
  
  Conclusion:
  Mr. ****** accepted the later delivery date of January 24, 2025, and chose to keep the TV despite the earlier delivery issues. Although he initially indicated he wanted to refuse the delivery and return the TV, he ultimately accepted the item on the rescheduled date. Our policies, including the 20% restocking fee, were clearly communicated during the purchase process, and Mr. ****** was fully aware of these terms.
  
  We regret that Mr. ****** felt the need to escalate the issue to the BBB, but we believe our response was fair and in line with our policies and industry standards. We provided several forms of compensation, including a $300 refund, in an attempt to resolve the situation to his satisfaction.
  We value Mr. ******** business and would have preferred to see the situation resolved amicably. We are always open to further discussion should he wish to revisit any aspect of this matter.
  

  Please let us know if there is any additional information you require, and thank you for your time in reviewing our response.
  
  Sincerely,
  ******* *************
  eCommerce Marketing Manager

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Gramophone was not willing to ever assist me in taking back their item from the very beginning. I was lied to by a representative by the name of Joe, whom stated the person I needed to speak to on a Friday evening, had just gotten on a plane to Florida, and that I will be receiving a callback from that individual the following Monday that so happened to be Martin Luther King Jr. Day. I never received a callback. Eventually after numerous failed attempts on speaking with that individual  I spoke with Adam, a representative who had assisted prior. None of the issues and errors were not my fault, yet Gramaphone refused to take ownership on the mishandling and errors cause by the shipping company they contract. Gramaphone kept insisting that they would charge me a 20% restocking fee that would be greater than or equal to $550. That is an abuse of their policy when I was not refusing the shipment at will  I did not want the item because of the lies I was told by Gramaphone and ********** Shipping on delivery timeframes, and also the lack of communication from both parties. Yes, they did offer $100 credit, and yes, I refused. The amount of psychological torment they put me through is not worthy of $100 credit. Eventually, without my knowledge, they credited $300. Furthermore, I then receive the item in horrible condition. I provided them the pictures I submitted now. They wanted me to unbox the whole package to see if any damages were done to the TV. Further adding additional stress and anxiety of what had already been an extremely awful experience. Gramaphone is a horrendous and evil company. I would understand if I was refusing the shipment because of buyers remorse, but no, that was not the reason whatsoever. I was asking them to take the item back because of the psychological trauma Gramaphone and ********** put me through because of their lack of consideration, shipment errors, lack of communication, and lies by Joe. That’s why I no longer wanted the item, and I wanted to take my business elsewhere.

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

  Business Response

  Date: 02/12/2025

  Gramophone Ltd. Response to BBB Complaint:
  

  Dear Better Business Bureau,
  

  Thank you for the opportunity to respond to Mr. **** ******’s complaint. We value the BBB’s role in helping businesses maintain high standards of service and fairness, and we remain committed to resolving customer concerns transparently and responsibly.
  

  We sincerely regret that Mr. ******'s experience has been less than satisfactory. We understand his frustration, particularly with the delay in delivery and communication challenges, and we empathize with the inconvenience caused. Our goal has always been to address any issues in a timely and efficient manner, and we have made every reasonable effort to resolve the situation fairly.
  

  Clarification of the Situation:
  

  1) Agreement and Delivery Appointment: Once Mr. ****** had the option to refuse delivery, he chose to accept the item after receiving a $300 refund in good faith. Following this refund, Mr. ****** contacted Adam to request that a new delivery appointment be scheduled with ********** *******. Adam coordinated the rescheduled delivery for January 24, 2025, and Mr. ****** accepted it. 
  

  2) Damage to Packaging and Condition of the TV: On the scheduled delivery day, Mr. ****** did report damage to the outer cardboard packaging, which was photographed and is attached for your reference. However, we also asked him to inspect the TV itself and provide photos if there was any damage to the product. Regrettably, we did not receive any follow-up photos or reports of damage to the TV. It is our understanding that the TV remained in perfect condition, despite the dent in the box. This lack of photographic evidence of damage to the TV itself meant that no product damage claim was initiated.
  

  3) Return Policy and Restocking Fee: The return policy for the item was clearly communicated at the time of purchase, which includes a standard restocking fee for oversized items. Given that Mr. ****** accepted the delivery and the $300 refund was already processed in good faith, we believe that his current request for a full refund is neither fair nor pertinent to the situation. Our restocking fee is designed to cover the logistical costs of processing oversized returns and is non-negotiable. While we understand Mr. ******** concerns, we offered multiple solutions, including a $100 credit, which was declined, and a $300 refund to help offset his inconvenience.
  

  4) Efforts to Resolve the Situation: Throughout this process, we have made a good faith effort to resolve the situation, including constant communication with ********** *******, multiple offers to assist with the delivery, and providing a significant refund to alleviate some of the inconvenience Mr. ****** experienced. Despite this, we believe the situation has now moved beyond our return policy, as the customer chose to accept the delivery.
  

  Regarding Mr. ******** Comments on Psychological Impact:
  We sincerely regret that Mr. ****** feels the handling of his order has caused psychological distress. Our intention has always been to provide exceptional service and support. While we acknowledge that the delivery delays and our restocking policy may have been frustrating, we believe the steps we took were reasonable and in line with our policies. We strive for consistency and fairness in addressing all customer orders, and we have made every effort to accommodate Mr. ******** concerns.
  
  Conclusion:
  We stand by the efforts we made to resolve this matter within the guidelines of our policies. We offered a refund, maintained regular communication with Mr. ******, and worked diligently with the delivery service to ensure the product was delivered in a timely manner. However, as the item was accepted and the $300 refund provided, we are unable to offer a full refund or waive the restocking fee without the return of the item in its original condition, as outlined in our policies.
  

  We apologize for the frustration Mr. ****** has experienced and remain open to further discussion to reach a resolution. However, we believe that the matter is now outside the return policy period, and we stand by our decision to uphold the standard terms of our return and refund policies.
  

  Thank you for your time and consideration. We remain committed to providing quality service and support to all of our customers.
  Sincerely,