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Business Profile

Guitars

Terrapin Guitars LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Terrapin Guitars LLC has 2 locations, listed below.

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    • Terrapin Guitars LLC

      180 Grimes St Ste C Eugene, OR 97402-5350

      BBB accredited business seal

    • Terrapin Guitars LLC

      PO Box 11565 Eugene, OR 97440-3765

      BBB accredited business seal

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints 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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    • Initial Complaint

      Date:11/29/2022

      Type:Product 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 purchased two pickguards from this business at the end of September. The website estimates a turnaround time of three weeks for orders. It took two months before I received my order. There was absolutely no communication from the seller for the delay. One pickguard I received was fine and the other was cut incorrectly. This error is an industry standard cut (the location of a single coil bridge pickup on a stratocaster) and should not have been made incorrectly. I have messaged them by email and by phone weekly for a month to ask for a replacement or a refund and they have not responded. The customer service is nonexistent.

      Business Response

      Date: 12/02/2022

      I apologize for the delay in responding to your email.  We are a small custom shop and sometimes are not able to get to emails and voice mails right away.  I was out of commission for a bit and got behind.  


      I can redo your order but would need the exact measurement to move the bridge pickguard.  If you prefer I can refund the order.  


      Let me know and again I apologize for the delay


      *********************
      Terrapin Guitars
      www.terrapinguitars.com
      *****************************
      ************

      The customer preferred a refund so I refunded his order on December 1st, 2022

      Customer Answer

      Date: 12/08/2022

       
      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.

      I received my refund and returned the defective item to the seller.  I doubt they would have contacted me if I had not made this complaint as I have found reviews of the business going back many years all complaining about terrible customer service and lack of communication.  My thanks for helping me resolve this issue.

      Sincerely,

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

    Terrapin Guitars LLC is BBB Accredited.

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