Complaints

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• Initial Complaint

  Date:08/15/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 purchased a custom ****** Hummingbird guitar from Muzzle Guitars Music Shop, LLC .
  Owner: ***** *****
  Purchased: 03/15/2023
  I paid $3234.00 cash because I was told that my debit card was not working when in fact, Muzzle Guitars was not an authorized dealer (after the fact)
  
  ***** ***** closed the Muzzle Guitars Music Shop in July,2023 and did not tell me. When I showed up to the shop in mid July I was shocked to see the doors locked, emptied out and I was not notified since I was still his customer waiting for my new guitar. I called ***** who explained that the overhead was too much and that he was to re-open the shop in Sept. 2023. But that he was moving forward with his 5 yr. business plan of manufacturing guitars called ** ******** As of August 15, 2023 all remnants of the shop are gone indicating the shop will not re-open.
  
  It was to take 6-8 weeks for completion. It is now August 15, 2023 and I have no guitar and no refund of money. Owner ***** ***** will no longer take my calls or emails regarding either. I am now in the process of suing him for the money that is owed to me.

  Business Response

  Date: 08/21/2023

  I on multiple occasions have explained to ***** that the item is not ready yet due to supply and labor shortages still. I am an indirect authorized dealer for ******, and have been for sometime. As ***** as stated some of the problems with her receiving her order. She has left out a majority of our conversations because they do not show positive to her stance in her opinion. The bottom line without getting into her personal issues and vendettas. She indeed was sold the guitar in question to be ordered and built. At the time of the sale we tried numerous times to charge her card, but her bank would not authorize it due to the large abnormal amount. At that point she offered to pay cash, and did so. She was then issued a receipt from Muzzle Guitars music Shop LLC. Not a personal receipt or guarantee from me. The was closed temporarily due to overhead and personal medical issues that needed to be addressed. The entire time she was aware of everything going on. On the issued recipet it clearly said “NO REFUNDS ON CUSTOM ORDERS” however because she was in a financial situation I offered to help and try to cancel the order for her and get a refund. This was not adequate for her and she began calling me a liar and that I was treating her badly  and began to use defamatory and derogatory comments to, and about me. At this point I cut off all communication with her and contacted my attorney to which I was advised to continue to wait for the guitar to be completed and deliver it to her and not reply or acknowledge messages or phone calls. This is a buisness transaction and not a personal transaction that she is trying to make it out to be. If she wants to sue me, it will be mute. She will have to sue muzzle guitars music shop llc which is fine, but I will respond legally to file defamation of character against her. I tried both personally and professionally to resolve this, but due to her current financial struggles and timeline it was not good enough. 

  Customer Answer

  Date: 08/28/2023

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

  99% of ******* comments
  are false and I do have multiple text messages from him which I will include in
  a separate email as advised.  I do not have a “vendetta”
  nor called him a “liar”.  Between the
  time of purchase from March through mid-July, I had very little contact with
  him, regarding the guitar, as each time it would be 6 more weeks, repeatedly.  Please see text from July 28, 2023, at 3:56pm.  On that day I called him immediately letting
  him know that my text was misinterpreted and to please call me.  It went to straight to voicemail.  Based on the texts that followed, it appeared
  as if he never listened to it.  If he
  had, this whole incident would have never happened.
  

  Incidentally, ***** texted,
  “If you want me to cancel your order and refund the money, I will”.    Nowhere
  on the receipt does it say, “no refunds on custom orders”.  I chose a refund on
  
  I am willing to drop
  everything on 2 conditions:
  
  1 - I receive an authentic New Custom ****** Hummingbird Dreadnought guitar that I purchased for $3234. As per receipt of the guitar I purchased with cash, on March 15, 2024. a)  Written proof from ****** Guitars showing that the above guitar is and has been being built since March 2023, reason for the delay, and a firm delivery date of the guitar.  b)  Prefer guitar being delivered through ****** since ***** has chosen is no more contact.
  
  2 - If the guitar has and will not be built, I will need a full refund of $3234 per cashier’s check or money order within 30 days of receipt of this response.
  
  
  Regards,
  
  
  
  ***** ******