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:08/26/2022

  Type:Delivery 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.

  During the last week of Jun, 2022, I sent a ****** acoustic guitar via ****** ****** *******, to David Nichols at Custom Pearl Inlay in Malone, Ny. to have my wife's initials (* *  ) inlayed on the bridge of the guitar. App July 2nd, 2022, Nichols called me and said the work as finished. I sent Nichols a check, via **** 2nd day priority mail. I paid $ 150.00 to Nichols..$ 75.00 for the labor and $ 75.00 *** shipping & insurance ($ 1,500.00 coverage). On July 7th, I received the guitar. The Inlay was excellent but, there was a 7 to 8 inch crack on the back of the guitar. I immediately called and informed Nichols. Nichols an I agreed we would each contact ***. I called *** and sent photos of the damage (from all angles). I also sent photos of the box the the guitar was shipped in from all angles along with phots of the packing contents. *** told me that Nichols was the shipper and they could not provide me with any further info. 1 week later, Nichols sent me an e-mail he received from *** stating that the claim was being closed because numerous attempts to contact the shipper had failed.I called Nichols and asked if *** had contacted him and he said, no. He agreed to contact ***. During the next 2 weeks *** stated that Nichols had not contacted them. i explained that I was the owner of the damaged instrument and it was in my possession in Alabama and could *** stated that Nichols would have to call and that I had no stake i the claim because I was not the shipper !!! After several calls and getting the same old story from Nichols and ***, I contacted my attorney and he wrote a letter and asked Nichols to contact him to resolve the matter. Nothing has been heard by me or my attorney from Nichols. I do not know why Nichols has been ignoring and failing to do his obligation to resolve the claim with ***. The damage has voided the lifetime warranty and the 4 year extended service plan on the guitar. 

  Business Response

  Date: 09/19/2022

  BBB spoke with the business who explained that they contacted ***** ***** at *** *** *** **** and they were told that the matter would be taken care of. 

  Business Response

  Date: 09/20/2022

  They said that *** damaged their package and I called the reginal *** manager who contacted them and attemped to resolve the issue .                 Tell us why here... 

  Customer Answer

  Date: 09/20/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  Regards, 
  
  ****** ***** 
  
  
  Mr ******* has stated several times over the past 2 1/2 months he would take care of the matter but he has failed to do so. Another promise to *** is just not acceptable.