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Business Profile

Musical Instrument Supplies and Accessories

The STRATosphere

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Musical Instrument Supplies and Accessories.

Complaints

This profile includes complaints for The STRATosphere's headquarters and its corporate-owned locations. To view all corporate locations, see

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The STRATosphere has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 type

    • Initial Complaint

      Date:03/22/2025

      Type:Delivery 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.
      Valuable guitar part was packed inadequately; paper envelope obviously broke apart, and the contents were lost within the postal system. (Apparently - or else stolen.) Envelope was re-taped by the post office, and delivered without contents. Contacted business via **** return system, and the business was singularly unhelpful, attempting to avoid the **** return process. Seller asked buyer to ship the return outside the return system process, and in that manner buyer would have no recourse, and be forced to suffer the loss of the company's incompetence. Due to Stratosphere's non-cooperation, buyer was forced to delay one week before escalating with ****. A common occurrence, another seller reports: "Ordered a Bridge. Never got it. Only the package that it was supposedly shipped in. Tore up. With a sticker that said it was received without contents and damaged. Contacted the seller and it took a few days to respond. They Told me its my problem to take up with the post office." Apparently this company has changed management and is no longer trustworthy, or reliable. The operation should be shut down for its abysmal performance and lack thereof. Meanwhile I require a full refund and/or replacement of the item as compensation for my loss.

      Business Response

      Date: 04/01/2025

      I sold this business 8 months ago and have no affiliation whatsoever to it. I have forwarded the complaint to the new business owner (****** *******, Fret Factory, LLC). Please remove this complaint and close my account. I will not have my personal name dragged through the mud over a business I am not an owner of.

      Customer Answer

      Date: 04/04/2025

       
      Complaint: 23102804

      I do not accept the business's response as a resolution to my complaint because change of ownership is not a sufficient response to the issue, being the negligent manner in which this company is doing business. It is not my responsibility to accede to demands of whomsoever this respondent may be, which has zero relevance to this particular complaint. If anything, the foregoing is an internal matter for this complaint process to address which the business respondent should address with this site - not me, the complainant. Meanwhile, I expect to see proof that I've been refunded for this transaction (as a result to this company's negligence) whether via ******************* or whomsoever. 

      Such lack of accountability as this is the scourge of our society and the complainant (me) is not "dragging anyone's name through the mud"  --- only lodging a valid complaint versus this business. Which has *not* been addressed by the foregoing response.  

      I suggest this business formally apologize to me via this site for the wrong enacted versus me, the customer (ie complainant) instead of whining and dodging the true issue here, namely the negligence of this company which has caused great distress to me..

      Sincerely,

      ***** *****

    The STRATosphere is NOT a BBB Accredited Business.

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