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:05/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 pre-ordered a guitar on June 27, 2024. On the listing for the guitar it said it would be delivered in September of 2024. I have reached out a couple times after no delivery just being told it was coming in the next month or week. Now that after waiting and receiving nothing, I asked for a refund and I have heard nothing back. I ordered a 2024 model. We are halfway through 2025 and can not get in touch with anybody at the company now.

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My wife ordered a guitar from a site called ********** where businesses can sell instruments. After weeks of no response, she contacted the company, Jericho Guitars, and **** ******** answered via email with vague answers. After weeks of little and meaningless responses about how ********** was the problem, we cancelled the order using Reverb. We got a full refund. We still wanted the guitar, so we ordered it through the Jericho site directly. Again weeks go by without any action. We email Fave again and after several attempts, we get vague responses again, still with no action. We have asked to cancel the order several times and for a refund. There has been no action. We are just teying to get our money back.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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 ordered a guitar after several good video reviews on *******. I unfortunately did not see these complaints until it was too late. ***** *** was fully slack and there was severe buzzing. I contacted the company and they simply said take it to a guitar tech. I took it to a luthier that said it needed a fret level or ideally a re-fret. I told the owner of Jericho with no response. To get the guitar to a playable state the luthier did a fret level. However the neck will not adjust correctly and is basically a total loss. However no response from Jericho guitars at all on the issue. I want a refund. Anybody reading this please avoid purchasing a guitar from them.

  Business Response

  Date: 04/16/2025

  I will address these comments individually.  I have separated them out.  My answers appear after this: -**** Reply ) 

  I ordered a guitar after several good video reviews on YouTube.

  -**** Reply ) Thank you very much, you made a great choice

  I unfortunately did not see these complaints until it was too late. 

  -**** Reply ) Any complaints online is a mere fraction of our business which serves 1000's of customers annually.  The complaints I see are related only to our customer service for Pre-Orders, the wait time in exchange for the discount seems to bother some people when we are in production and focused on getting guitars completed.  When you do see complaints, they are not about the guitars themselves, usually they make a point to comment on the extremely high quality of the guitar.

  ***** *** was fully slack and there was severe buzzing.

  -**** Reply ) -That is incorrect. What actually happened here was the guitar, a Premium guitar, has a dual action ***** *** with 5 laminate neck and was not engaged, still holding ******* pounds of pressure without an adjustment.  They took it to a luthier who did a fret level before checking the truss engagement and leveled the frets before setting it up.  Then when setup, it's got some dips and valleys where it shouldn't.  Still easily compensated for by a guitar Technician.  ***When you buy a new guitar you take it to a Technician, not a luthier.  The tech does an "introductory setup" on the guitar. During this very routine and cheap setup, the tech engages the truss in whichever direction makes the neck straight, During flight / shipping travel to online sales can be bad, so we send it in prime form ready for an adjustment locally.

  I contacted the company and they simply said take it to a guitar tech. 

  -**** Reply ) Correct

  I took it to a luthier that said it needed a fret level or ideally a re-fret. I told the owner of Jericho with no response.

  -**** Reply ) I may not have had the heart to tell you, but I honestly did not see this message until I read this comment here.

  To get the guitar to a playable state the luthier did a fret level. 

  -**** Reply ) That was not necessary though this person did receive a good hourly wage I am guessing.

  However the neck will not adjust correctly and is basically a total loss. 

  -**** Reply ) That is likely not the case.

  However no response from Jericho guitars at all on the issue. -**** Reply ) Im sure this message will suffice.  I am sorry we did not answer your message in a timely manner.  We are working towards a timely solution for the late reply in high times.

  I want a refund. Anybody reading this please avoid purchasing a guitar from them.

  -**** Reply ) Our warranty is posted on our website, though we don't usually throw the book at you, having this work done this way voids the warranty, and there is also a process to submit your guitar for a warranty repair.  Again, I can guarantee you this guitar, with stainless steel frets and wenge fretboard, hipshot fixed bridge, PTFE nut and locking tuners is NOT a total loss.  If I were you I would potentially either take it back to the guy and tell him he needs to make it playable at no extra charge, or request a refund from him, and / or take the guitar to a Technician and have them set it up for $30 or so, it'll play like a dream.  Also I recommend reporting this Luthier to the BBB or some other forum to show people that there are a string of stores out there trying desperately to stay in business by misleading good people like yourself.

• Initial Complaint

  Date:01/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 returned a guitar and the company is not refunding me, nor are they contacting me after many attempts to reach out to them.I order a guitar on October 20, 2024 for $1,449.99 (excluding shipping).I received the guitar and requested a return on November 8, 2024.I did not get a response on the return until November 21, 2024.I sent the guitar on November 22, 2024 and it was received by Jericho Guitars on November 26, 2024.I have still not been refunded as of January 1, 2025.I have occasionally been reaching out to the two points of contact I've had with the company and have not had a response since receiving the return label.

• Initial Complaint

  Date:11/18/2024

  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.

  I purchased a fusion walnut guitar on July 9, 2024 for $1146.99 via Affirm. I requested updates on the order several times, and finally on Sept 9, 2024 was notified by the owner **** ******** that the guitar would ship soon. On Sept ********************************************************************** requirement. Fortunately, I tracked it down and obtained it, unopened. Upon inspection the bridge pickup was not functional, and the e string was missing. I deemed this inappropriate for a guitar at this price point and opted to return for a refund within the refund window stated on the company website. I packaged and shipped the guitar at my own expense, and it was confirmed received again by **** ******** via email on October 6, 2024. **** stated I was "down for a refund now which should be coming early next week" on October 12, 2024. The last communication from **** was on October 18, 2024 stating "I can process your refund."To date, there has been no refund. **** has not returned any subsequent emails or calls. He possesses both my money and the guitar. This man, who owns this company, is a criminal. He stole over $1000 from me, and I will spend the rest of my life telling as many people as possible to avoid doing business with Jericho guitars.

  Customer Answer

  Date: 11/19/2024

  I wanted to provide an update; after this complaint was communicated the company finally processed the refund, though they did not repay taxes nor did they reimburse for costs incurred to return the item. 

• Initial Complaint

  Date:11/10/2023

  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.

  Order#***** November 7, 2023 Jericho Walnut Baritone 6 String **** was super helpful in getting the sell done and helpful with getting me set up in payments. Received tracking from ***** and it has not been updated. I have called several times, left two voicemails, and multiple emails to which now I have asked for a refund to my financing accounts. There has been no response to any of the communication which in turn I chose to request the refund.

  Business Response

  Date: 12/11/2023

  We made a special split payment for this customer to pay with multiple cards and then packaged his guitar up before the weekend shipment going out (2 drop-offs per week). There is nothing out of the ordinary here.  Had he not requested a refund within hours after his purchase, it would have been out the door Friday.  This "several day" update issue is resolved because the guitar was not scanned in, so now that the Holiday Weekend is over and Monday Morning has finally come, we will process this request.  
  
  Leaving one calendar day between phone calls, two voicemails, and several more emails is a sure way to get a response within our 24 hour window required for responses. (see FAQ ***** hours).  Luckily, someone was monitoring the messages and held your guitar back instead of shipping it, so you could get your refund without also getting the guitar. 

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair 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.

  I paid for a guitar in the amount of $1099.99 on July 30th 2022, it was a preorder i tried to reach out to the company to refund me and cancel my order before shipping but i was unable to reach anybody and the card i used got issued to another bank so refunding the card wouldn't have worked. So I let it go after multiple calls trying to reach someone and decided to try out the guitar. Today April 11th 2023 i received the guitar and i really don't like it it's awful. i tried calling again and left 2 voicemails no answer also sent and email through their website no e mail back. I am willing to pay to ship the guitar back i have no problem with that i would just like the money i paid for the guitar back. order #***** i can forward the email with proof of payment to an email address if needed.

  Business Response

  Date: 04/13/2023

  **** bought a Pre-Order for a production that shipped before the date we set aside for shipping, April 15th.  He got it on the 11th;
  
  *****************************************************

  He said he didn't like it, but he actually requested a refund last year right after he bought it.  In full honesty, we didn't read this message because we confirmed his address just before shipping and he sent it, that email is attached. As a result, we sent his guitar. He asked for a refund the next day, so he is shipping it back to us.  This is that tracking number; 

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

  When the package gets here we will obviously process his refund.  Pretty complicated, I realize, but for lack of a better term, its been a hassle to get the details straight.

   

   

   

  Customer Answer

  Date: 04/13/2023

  I have reviewed the business response and accept this resolution. My only concern is how they will refund my money the credit card I used to pay for the guitar expired and got sent to another bank another card the card I used is no longer in service and is long gone. Id really like to know if they a going to send a check or what? 

  Customer Answer

  Date: 04/19/2023

  They received the guitar on Monday I emailed them yesterday twice they have a real problem communicating. They now have the guitar and my money and still have not told me how they plan on getting me my money back because again the card I used to buy the guitar is gone and no longer in service. How hard is it to just tell me how your going to give me my refund?

  Business Response

  Date: 04/19/2023

  Hey, I will type here this last sentence and the proof of that is on the original message;

  When the package gets here we will obviously process his refund.  Pretty complicated, I realize, but for lack of a better term, its been a hassle to get the details straight.

  In addition to this, the package was sent to a return address which delivered Monday, we received it today here, we are inspecting this package to make sure its actually in there, then we will refund his original amount back to the original transaction, as we would anyone who requests a refund.  In this case, we will give him his entire transaction amount instead of charging the repackaging fee.  The original comment still remains concise in this circumstance, I will repost it here;

  When the package gets here we will obviously process his refund.  Pretty complicated, I realize, but for lack of a better term, its been a hassle to get the details straight.

  Business Response

  Date: 04/19/2023

  Refund is done, attached is the refund tied to the initial transaction to prevent any issues with banking.  We are not a financial institution so if there is some issue with a financial institution, please contact them with your records and they will give you your money.

  To finalize, This is a typical transaction process best done with patience and understanding.

   

• Initial Complaint

  Date:07/21/2022

  Type:Product 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.

  - Transaction date: Tuesday, July 5
  - Money sent to business: $1,043.99 USD
  - Business committed to provide an electric guitar instrument
  - Dave M******* from Jericho Guitars contacted me after a purchase made on his website stating that the item ordered was out of stock due to COVID. I promptly asked for a full refund, yet it has been over two weeks without refund.
  - The business has seemingly not made any effort to solve the problem. Jericho Guitars seems to only have a single support agent (Dave M******* himself). I have called the company quite a few times only to be redirected to voicemail, which also went unanswered. I have sent several emails to Dave requesting a refund which have gone unanswered.
  - (Order #XXXXX) (July 5, 2022)

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 7, 2022/08/08) */
  This guy definitely did get a full refund because they requested it, do I just send the copy of their refund?
  
  
  Consumer Response /* (2000, 9, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)