Complaints

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:01/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On Dec. 4, 22, I ordered a New Fender Squire Telecaster Affinity which was delivered damaged and I returned it and asked for another to be sent. ****** said that they would have to refund my money and then I could order another guitar. When I looked at the their listings, there were no New guitars listed, only open box and at a higher price than what I paid for my New one. One of the ********************, stated that when I bought an Open Box guitar, this was to be expected. I corrected him as to the fact that my purchase was for a New guitar and not an Open Box guitar. I asked if I could buy the same New guitar at the same price as before and was told that all I had to do was to mention one of the seller's name in my request and that was granted. The next email that I received was stating that my order was cancelled by the buyer, me, and I responded that I never cancelled this order. Then another email stated that the warehouse had discovered a discrepancy and the system automatically cancelled my order. I asked for clarity on this and they said that they had no inventory on the item and canelled my order which was previously accepted by them like they actually had the item in stock to sell me. I had planned on giving the guitar as a gift and didn't want a damaged one for that. I was very displeased with the way they handled my order and told them that they still owe me a New guitar at the original price I paid on Dec. 4,22 and no response from them. I complained to ***** but they will not respond with any results back to me for some company standard rule in place. I even asked for them to sell me back the guitar I returned to them and no response. I actually believe that they had advertised the New guitar at the wrong price when I made my offer to purchase and they accepted it as they never offered any more at that price for New.

  Business Response

  Date: 01/23/2023

  Good afternoon *****,

    I apologize that you received a damaged guitar.  However, due to ****s Rules and Regulations, we are unable to offer replacements to **** customers as an option for any returns.  Also, it looks as if you purchased this during our promotional period, which has since ended, and we no longer have any stock in the guitar that you originally purchased, nor in a different color available at new at this time.  There are also times when multiple orders are placed at the same time for the same item, where our system is unable to update quick enough and this will cause an inventory discrepancy.  Again, I apologize for any inconvenience this may have caused.  Please feel free to check out our website at ******************** to see all of the items that are currently in stock.  Please feel free to reach out if you have any further questions or concerns.  Thank you and take care. 

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  The product was supposed to be a ******************* synthesizer open box when it came to chassis was all messed up also it's not a ***************** synthesizer it's *********************** they marketed it as the wrong product

  Business Response

  Date: 01/03/2023

  Good evening *******,

    I see that you ordered the ******************* ***6 Keyboard-Open Box on October 4, 2022, however I do not see any other correspondences from you since you received your order.  I do see that you called and spoke with ** in regards to the package being located at a ***** hub located approximately 2 hours from your residence in *****, **.  The ***6 Keyboard description on our website states, "Two Legends. One Instrument
  The ***6 is a once-in-a-lifetime collaboration between the two most influential designers in poly synth history, ******************* and ***********************. The ***6 takes the classic bold *********************** sound with its true voltage-controlled oscillators, 2-pole filter, and amplifiers and adds modern enhancements such as studio-quality effects, a polyphonic step sequencer, an arpeggiator, and more. No other modern analog poly s... synth can boast such a pedigree or such a massive, in-your-face sonic signature."

    Unfortunately, you have waited to contact us 2 months after the product had been received.  We only offer a 30 day Warranty/Return policy, which is also stated on our website under our HELP Section.  Please feel free to reach out if you have any further questions or concerns.  Thank you and take care.

   

   

  All the best,

  *****

• Initial Complaint

  Date:11/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On November 14, 2022, I purchased a used Squier Jaguar ProAudioStar listed as "Mint" condition for $299.59 via the web. The guitar arrived on November 20, and I immediately found damage to the guitar body. There was no corresponding damage to the packaging, so the damage was there before the guitar was packed and shipped. Per their email order response, I emailed ProAudioStar about the damage, including a picture of it. That received no response. On Nov. 15th, I followed up bycontacting them through their web site customer service, again leaving my email and phone number, and received no response.The order number was *********.I can have the damage repaired, but this involves some refinish work, estimated by a shop at $100.

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have been communicating with the business in reference to complaint ID ********, and they have agreed to a partial refund that I think is a fair resolution to the problem.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Trying to get a refund for a item I sent back within 30 days and got denied a refund

  Business Response

  Date: 10/10/2022

  Good afternoon ****,

    I apologize for the delay in communication and for your resolution, however we had to work directly with Reverb to fix the issue with your return.  I see that you initially requested a return under the wrong order and when the item was received and did not reflect what was originally requested to return, it caused a delay in our refund process.  This has since been taken care of and you have been refunded in full.  Again, I apologize for the delay.  Please feel free to reach out if you have any further questions or concerns.  Thank you and take care. 

   

   

  All the best, 

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

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************