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Business Profile

Guitars

Ryan Fowler's Guitar Experience LLC

This business is NOT BBB Accredited.

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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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  • Initial Complaint

    Date:03/10/2023

    Type:Product Issues
    Status:
    Answered
    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 and paid through a payment plan they use which is KLARNA. There was an issue with the guitar so I emailed them about returning it. They says they’ll gladly help me. So I asked for instructions on how to return it but never had one emailed to me. So it was the holidays and it was busy and I wasn’t able to return it until a month later. Shipped it and they received it and got an email that they’re surprised to get it back and that they can’t accept it. And I kept getting charged by Klarna when I already disputed it.

    Business Response

    Date: 03/24/2023

    This customer blatantly disregarded our posted return policy and has been trying to get out of his purchase for over three months now. 

    He purchased this guitar on December 13, 2022. We have a 48 hour approval period for any pre-owned instrument. He contacted us several days after his purchase and asked about returning it. We immediately responded with the details on how to complete a return and we told him to let us know if he has any other questions. He was also informed that he must send the guitar back in a timely manor. We usually allow a full 7 calendar days to receive a guitar once a return request has been made. He waited another two weeks before asking for our address. We responded to that request, informing him that he needs to send the guitar back ASAP or his purchase will no longer be refundable.

    We never heard from him again until the guitar arrived back at our warehouse on 01/19/23... over a month after he made his purchase. We informed him that he was well outside of his return policy at this point and that we could either send it back or purchase it back from him and he stopped responding to us around the end of January. He the tried to dispute his bill with Klarna twice and was denied both times because he was clearly in violation of our posted return policy. Our business is open 6 days a week and he had every opportunity to either respond to our emails or call us and he chose to remain silent while using this guitar for over a month. Eventually, he sent us several very profanity laced emails asking for his guitar back. We had been offering to send it back to him for over a month and for whatever reason, he never responded to those messages until after he was denied a refund by the credit card company for the second time. 

    Our business has hundreds of perfect online reviews and we go out of our way to take the best care of our customers possible. When this customer kept his purchase for over a month and stopped communicating with us, he left us no choice but to deny his return request. 

Ryan Fowler's Guitar Experience LLC is NOT a BBB Accredited Business.

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