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Business Profile

Music

Music Go Round St. Charles

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 purchase online which included price and shipping cost. Next day i received a call from Christian(employee) and left a message. I returned the call the following day as he explain they misquoted shipping cost. In the result of an additional 60 dollar which i paid over the phone giving same card i used on the online transaction. Then 2 days later i received and email saying quote " Im terribly sorry, but the quote we gave you was 2 low. your money and extra shipping fee will be returned immediately". This was received on April 10th and as right now its the 15th and i haven't received refund, purchased was made April 7th and i made the extra 60 dollar payment on April 9th. Try calling but they won't pick up phone.

    Customer Answer

    Date: 05/21/2024

    My complaint has been resolved.

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    On July 19th I placed an order with Music Go Round for a bass guitar. ******** *****.
    They charged my credit card. When I received a bass, it had several issues that seller NEVER disclosed.
    a) One of the strings was broken.
    b) One of the pickups did not works (probably wiring damaged in shipping)
    c) Truss rod head was stripped and you could not turn it and adjust the neck.

    I contacted them, next day after I got the bass, just like they require. They sent me a shipping label, so I can send the bass back for refund. I shipped bass back and they got it on July 27th.
    I had to call them 3 times for a refund. And only got a refund today. However, while I paid $370 for the bass, they refunded me $270. Shipping was $70 dollars and on their website they say that THEY pay the shipping if the item arrives damaged. Which is exactly what happened. However they REFUSE to refund me a full amount.
    FOr the resolution, I am requesting that Music Go Round refunds me a FULL amount I spent, which is $370 dollars.

    Thank you.

    Customer Answer

    Date: 08/08/2023

    When the bass arrived, it has some problems: 1 string was broken. 2. Truss rod was stripped and could not be turned. 3. Neck pickup did not work.

    They got their bass back on July 27, 2023. When I called them again today, they claimed that "When they got the bass back, there was nothing wrong with it", and that's why they charged me $30 for restocking, and $70 for shipping. They had the bass for 10 days, and it is STILL not back up for sale on their website. In 10 days that they had the bass, the could have done whatever repairs needed. However, if the bass had "nothing wrong with it", it would be back on their website for sale, and as of today - it is not. Why would they not want to put back on sale the bass if "nothing is wrong with it?"

    So, they got the bass, had it for 10 days and nothing stopped them from repairing it (as they have a guitar tech working for them, I talked to him too), and then claiming that "nothing is wrong". It takes less then a minute to replace a broken string. It takes about 10 minutes to repair few wires for the pickup and it takes a about half and hour to repair stripped truss rod (for a trained guitar tech). I was NOT aware that I have to videotape and document on video everything that's wrong with the bass in order to get a full refund

     

    PLEASE, HELP. I am in Illinois, they are in Missouri, I can't go to the shop and have them show me that the bass is has "nothing wrong with it", even if it is okay now - they had 10 days to repair it, so now they claim "nothing is wrong with it"

     

    D

Music Go Round St. Charles is NOT a BBB Accredited Business.

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