Complaints

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

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  Butler Music

  2205 N 291 Hwy Harrisonville, MO 64701-1227

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  Butler Music

  103 W Dakota St Butler, MO 64730-2022

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:08/17/2022

  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.

  Purchase a guitar from Butler Music through ******. I received the package but decided to return it. Package was returned in the same condition it was received (unopened and factory sealed). Return package was dropped off at a local *** Store and was shipped back to Butler Music. After Butler Music received the return package I waited a couple of days then I contacted ****** customer service. I informed them that the item has been returned but had not received a refund. ****** agent then stated I would be issued a refund within the next 3 days. Weeks passed and still I had not received a refund. I then reach out to ****** costumer service to let them know I had not received a refund even though it now showed “Refund has been issued” on my purchase history. About a month or so I receive a message from Butler Music stating that the guitar returned was a copy. They emailed me pictures of a guitar they claim is a copy. I respond by letting them know that the package I returned was never opened and shipped back just as it was received which was brand new and factory sealed. Butler Music then responds by stating that it the package had been opened because the return slip was found inside. I then replied by informing them that the reason it was inside was because I simply slid the half folded return slip through the side of the box as ****** had instructed to incase the return label outside became damaged or the package got lost. The box was never opened and that is the reason the return slip was found inside. I have no idea what Butler Music is talking about. The photos they sent look just like the item that was purchased if that is even the guitar they claim was received. I have no idea what they are talking about I retuned the item unopened the very next day after I received it. I was suppose to receive a refund but I never did get it and have been waiting for it still and Butler Music does not reply.

  Business Response

  Date: 08/30/2022

  This customer purchased from us, a ****** ******** acoustic electric guitar. Their purchase was made on July 10th, and was shipped on July 11th. The estimated delivery date was July 13th-July 15th. They received the item on July 14th under *** tracking ******************. Then on July 15th they opened a return on ****** with the reason stated being: Item arrived too late. They then shipped a package to us under *** tracking number ****************** which was delivered to us. When we received it we opened the package and found that the instrument inside appeared to be a cheap copy or counterfeit of the original ****** guitar they had been sent. These were the reasons that we determined they had sent us the wrong item.
  1. There was no brand on the headstock or inside of the soundhole of the instrument. All ****** acoustic guitars have the "******" brand imprinted on the headstock, and a label inside of the soundhole which has the model number and serial number. This guitar did not have either of those.
  2. This model comes with a promotional plastic sticker advertising free lessons on the pickguard. This instrument had a cheap paper sticker which appeared to have been printed out of a consumer style laser printer.
  3. The preamp/electronics found on this model are a ****** branded unit. The electronics/preamp on the guitar the consumer sent back to us was a generic unit with the brand "********".
  We notified the customer of this, and stated that we could not process a refund to them until we received the item that we had sent to them.
  This product was not a genuine ****** product. We have been a ****** dealer since 2016 and sell/ship only genuine ****** products purchased directly from them.
  

  **** *****
   
  ******* *******
  ************ ********************
  
  

  
  

  Customer Answer

  Date: 08/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because,
  
   The item was returned and a refund had already been issued but the funds was never credited back to my account. A long period of time passed and after several attempts to find out why I had not received the funds the seller finally responded.  

  They claim that the product was opened because they found a return slip within it. They went on further to claim that he returned guitar was not the one purchase but instead a replica.  First of all, as I have explained to this seller several times already… The return slip was found inside because I slid it through the side of the box so that it  would be inside in case the package got lost as ****** had instructed to. The box was never opened. I don’t think the seller knows how thin a small sheet of paper is or believes is physically impossible to slip in a sheet of paper through the side of a stapled cardboard box.  And another thing… I also remembered the box it arrived in was a huge long and wide shipping box. Meaning the product itself must have had its own box it is sold with because I don’t recall hearing or feeling the sense of a loose guitar inside. It very much felt like there was a box within a box. So this seller is laying because they know a return slip was found inside the box it was shipped in. The product was NEVER opened. And since this seller appears to not only be a thief but a person with a low I.Q.  Could it maybe, just maybe if what the seller is claiming, and even though the photos sent by the seller of the item in question looked just like the item that was advertised on the purchase, couldn’t it be possible that the item might be a reproduction error of some sort on the company’s end that makes it? You don’t think it's possible that an error could be made by “******” in their reproduction line? Because if what you are saying is true since I don’t know what a replica guitar is or means and I am not a guitar expert but it sounds like that would be a huge probability which would then be the sellers problem and the seller would have to contact the company that makes them and report it to them a get a replacement.  NOT accuse a customer of returning a “replica” because the return slip was found in the shipping box the product was shipped in and not within the box of the actual product the company designed for it. And one last thing this seller should have by now been aware of… If you think that taking money from your customers by claiming false allegations, then keeping both the product and their money is okay? Well then the Seller is not only a thief but a dam criminal. I would rather have what I paid for if my money wouldn’t be returned rather than have nothing at all. Yet this seller has taken a lifetime to respond and has avoided the fact that they have kept both money and the product. Return my money or return the product. I would have rather kept it if I knew I would have to go through all of this for a simple return. I also suspect my account with ****** was close because of this so thank you for that as well.  I cannot believe this person owns a business.  

  Regards

  
  
  
  ******** ********

  Business Response

  Date: 09/01/2022

  We will gladly return this item to the customer if they prefer it. It is very obviously a knockoff or copy of the actual product we shipped them and we have no use for it. We don't have an issue with the item having been opened, what we have issue with is the fact that it is very obvious a cheap copy of this specific instrument was sent back rather than the actual item we had sent to the customer.

  There is nothing else that we can do, as we were not returned the item that we shipped the customer in the first place.

  Customer Answer

  Date: 09/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  This will be my last attempt, out of all the attempts I've already made, to explain this situation because quite frankly it is taken very long to find someone who can look into this matter and do something about. I hope you will be capable to finally resolving this long lasting issue. 
  
  
  I will now provide you with all the details along with images and video from the start up until now this current issue in a time line. 
  
  
  
  
  Order number # *******************
  Order placed on July 10, 2022
  
  
  Purchased item:
  ****** ******** Dreadnought Cutaway Acoustic-Electric Guitar - Black
  Total: $197.88
  
  
  
  
  This package was received on  July 14 late afternoon.
  
  
  
  Package was not opened. Decided to return it. 
  
  
  Next day on July 15, 2022  I request a return for reason not needed any longer. On comment "Optional" I commented the item would be returned unopened and factory sealed in same condition it was received. 
  
  
  I print out the return label and follow the ****** instructions for returning package to sender. Instructions say to place the return label outside of package. Then make sure there are no other labels or barcodes on the package. Place the return slip located on the bottom part of sheet printed and place inside the return package in case the package is lost during transit.  
  
  
  I place the return label over the old one and then I slid the return slip through the side of the box where it was visibly able to. I then took the return package and dropped it off at the local *** store that same day.
  
  
  Package was then delivered back to the seller on July 20,2022 at 12:10pm. Please view photo1. 
  
  
  
  I then waited for a few days.
  
  
  I then receive notice that refund has been issued. 
  
  
  More days pass by and I have not received a refund even though it stated it had been issued.
  
  
  I contact ****** customer service to notify them and agent assures me that the refund would be refunded to my account within the next day.
  
  
  Refund was not received. 
  
  
  I reach out to ****** customer service several times more and each time I do I am told the same thing, that it will be deposited soon within a day or so. 
  
  
  Several days pass by when suddenly my ****** account is closed due to "making too many returns" on this same day I receive an email from seller informing me of the reasons the seller would not be refunding me my money.
  
  
  Seller claims that the returned item was not the original item sent. Seller provides a photo of the supposed item the seller claims had received. 
  
  
  Seller states that the return item was not the original but an exact replica of the original item. The sender sent in this same email three photos of the alleged guitar. See photo2.
  
  
  I then reply by assuring the seller that the returned item was never opened and was shipped back the very next day still in the exact same condition I received it in. I then pointed out to the seller that the guitar in the photos he sent looked exactly like the item in the photos of the add I had purchased from. I was very confused. You can clearly see that it is the same item in his add as you can see in the screen shot provided below. Please view photo03.
  
  
  
  The seller then claims that the guitar is not the original because of and I quote "a ****** sticker."
  I have no idea what he is talking about at this point I am assuming he is referring to the red circular label that is clearly seen on both the add and on the photos sent by the seller.
  
  
  The seller also states that the guitar is a replica and not the original because it does not have the name or logo "******" on the guitar. Which again, makes no sense because the photos on the add from the seller also does not show the name or logo "******" on it as well as you can see on the photos below. Please view photo04.
  
  
  
  The seller also believes that it had to have been replaced with an exact replica because the seller says he found the return slip inside with the guitar. Therefore, it had to have been opened and not returned new.
  
  
  As if this weren't enough at this point, the seller makes another mistake by lying in saying that the return slip was found inside with the guitar. This is not true and here is why... 
  
  
  Apart from not understanding the physics of how thin a sheet of paper can be and not comprehend the very idea and true possibility of physically being able to slide in a thin sheet of paper through the side openings of a box without having to ever open it, which again, is what I did, but the seller not realizing that what he says could not be true because the purchased item which is a guitar has its own box that is sold in then that box is then placed inside the other box whenever its sold and shipped. The return slip would have been found inside the shipping box that is used to ship the guitar which is in its own box already. In other words its a box within a box. 
  
  
  If what the seller is saying is true then that would mean that the seller would have shipped out the guitar alone in its own box that it comes with. Meaning the box would have shown some kind of photo representing the item inside or details and specs or maybe a model number or company logo. Then the seller would have place the shipping label on that box and shipped it out just like that. That would be the only way a return slip could be found inside with the guitar. 
  
  
  But it was not shipped out that way and the seller knows this. I received a large long package bigger than the box the guitar came in and I know this because you could feel the stuffing and hear as well as feel the other box inside it and thats where the return slip would have had to be found. This is how typically merchandise is shipped out by placing the item which has its very own box already and fill it with stuffing or plastic bubble in order to protect the item inside but also to prevent the public from knowing whats inside the package. 
  
  
  I never opened the package. I never opened the product inside the package within the package. Therefore, Everything this seller has said makes no sense. 
  
  
  I have even tried to help by suggesting that if, and that is a big if, IF what the seller is saying was to be true.  That the guitar is not original. Even though it looks exactly like the original. If we had to take this sellers poor observation skills and judgment and just take his word for it then assume it was missing the name and had a "****** stickers"... couldn't it perhaps be an error in the production line from the company that makes it?  
  
  
  It would seem highly probable that this could be the case if what the seller is saying was true. But no this could not be. The seller will not believe this could ever be possible. No to the seller "******" makes no errors in their production line for their guitars. There is no possible way that the ink in their printers could have run out of ink and produce "****** stickers" on their products. No. This has to be a replica an exact copy of the original that the customer acquired from ****** ******* * ** in order to replace it and return it a copy. Yes this is undoubtedly what is going on. No I will not contact ****** and request a replacement for this error of a guitar. Sure it would be free of cost and part of the waranee. Heck I could probably just ask them to replace the ****** sticker. But no. I shall not do any of that. Instead I shall take this customers money, accusing them of sending a replica, then have their ****** account closed and banned from ******, and try to keep the returned item. That's right. I'm a business owner. You have to believe what I say.
  
  
  Well I am sorry but that's not going to happen. If anyone thinks that this seller has the right to take my money and keep the product then the world has to be coming to an end. This seller is not only taking my money but is also trying to keep the item probably to re-sell it and make even more profit. 
  
  
  This seller not once has offer to send back the product,  not once. And after I brought it up the seller then says response, if the customer "prefers" we send the item back we will.  Are you kidding me? I prefer my money back! What does the seller mean "prefer"?  Surely the seller doesn't mean if I prefer we send it back rather than prefer they keep it. Oh my lord.
  
  
   And as for ******...
  
  
  This item was purchase on your platform and I had reached out many, many times. So you can throw your "Return Window" sorry of an excuse out the window it is irrelevant at this point the product was returned the very day after I received it. If there's any window there should be a refund window and it should have been closed long ago now because I have yet to received a refund and you have allowed this seller to take my money and the product. ****** being the middle person in this case is suppose to handle this situation and handled this very, very poorly they did. You have closed my account based on accusations coming from a 3rd party seller who might just suffer from some kind if mental disability or most likely a thief. So to finish all this and I hope it all goes public because its going on the BBB case, I'll end this with a cherry on top. Here is a screen recording of the last time ****** allowed me access to my closed account. I went to look at my purchase history and check this purchase with this seller and what do you know.... the seller changed the thumbnail of the picture it originally had to a different colored one. Now why would the seller do that? Think about it. Here is a link to a live screen recording and not a screen shot in case anyone thinks I've altered or photoshop anything. Link to video is down below. Now please refund my money or send me a new factory sealed one just like I sent back.
  
  ****************************
  
  
  Sincerely,
  
  ******** ********