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Business Profile

Guitars

The Fret Wire

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Guitars.

Complaints

Customer Complaints Summary

  • 4 total complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:02/02/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 bought me a $100 gift card to the fret wire store for Christmas. I didn't waste any time on December 25th, I put in an order using the gift card and $42 from our check card. With their website saying that it should take less than a week, I was excited.
    We received a confirmation email about our order and a claim that they will email us when things already. After 2 weeks we received no information. I waited another week and then sent them an inquiry. Absolutely no response. After sending them for more emails I decided to call their message line and I left a message just asking for information. I went on to their Facebook page and left a direct message asking for information. Still nothing. Since then I have left numerous inquiries about my order citing the order number the date I purchased my full name and my address including my emailmy dress and they still have not contacted me in any way. I made sure to keep things polite but stern and direct. I'm a patient and understanding guy, I was just looking for confirmation or any type of communication whatswever. Total I've spent $142. The order number is *******. I place the order December 25th 2022.
    I have asked for refund and still received no information.
    According to their Web page after 60 days they cannot refund anything so I'm nervous that they're going to try to wait till after 60 days and then claim that they can't do anything.

  • Initial Complaint

    Date:12/06/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 recently purchased a build-your-own guitar kit from the FretWire on November 12th, 2022, after watching several videos on youtube of people building guitars from kits sold by this company. The website states that orders are shipped within 2 -5 or 5 - 10 days after purchasing (information on that based on this website: https://thefretwire.com/pages/shipping-times).

    After this time passed, I reached out to the fretwire team via their contact information on their website and have yet to receive a reply. I also have tried many many times to contact them at a "leave a message" phone number listed on their website that always and only goes gives me the "line busy" alert and then the call abruptly ends.

    I did more digging on the fretwire via social media and found several people who had yet to receive their purchased items after 3+ months. I tried to initiate a return of a product I did not receive and their website can't even find my order.

    They took my money immediately after purchasing this kit and I have had zero communication since then, no shipping updates, and nothing at all in return except the absolute certainty that I have been fooled by their scam.

    Please step in and stop this scam company from operation.

  • Initial Complaint

    Date:10/03/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered guitar kit on August 9 and have not received merchandise. They did however charge my credit card $180.00 the next day. (I did also ordered a kit last January and received the kit in a timely manner.)

    I e-mailed asking for a delivery date and the reply said they were having warehouse problems and please give them an additional week. I e-mailed again and was told they needed another week or two. After that I received no responses to my e-mails. I tried calling them to find their phone receives messages but is not monitored. I am still waiting for the merchandise or refund.

The Fret Wire is NOT a BBB Accredited Business.

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