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:12/27/2023

  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.

  December 23, 2023 $84.36 I purchased an item from them off ***** I saw their listing and added it to my Watch List. They then sent me a discounted offer (I wouldn't have bought it if they hadn't sent me this offer, or if I knew it wasn't in stock). At the time the listing said "Last One". After I bought it, they updated the listing to 5 in stock. After a few days of not receiving an email that my item had shipped, I contacted them. It turns out, they don't have the item in stock, they had to order it from a supplier. They also said it takes usually 1-2 weeks to get it. I said in my purchase notes that I need this in a hurry as I had broken one and this was to replace it. When i purchased it, I got a notice saying it could arrive by January 15th - well no way that is going to happen. So I tried to cancel the order, but because the shipper is devious, they had updated the order's status to "shipped" making it too late for me to cancel it. So by this point, they have lied to me a few times and misrepresented their product and services a few times. **** and ****** have been utterly useless in getting my money back, the seller hasn't replied to my last two messages and is not doing the honorable thing by voluntarily refunding my money. I just want my money back so I can shop some where else like Amazon who does actually have pretty good customer protection. I went back and read some of their negative reviews and it turns out, they have done this before.

  Business Response

  Date: 12/29/2023

  We're very sorry this customer had an issue on **** and felt the need to file a BBB complaint.  This whole "issue" is stemming from some confusion around our listings.  The customer bought the last item we had in stock, and the lead time he saw when placing the order was completely accurate.  He then looked at our listing after purchasing and saw a higher quantity available with a higher lead time.  That's because at that point we were listing a special order item that we would transfer in from our supplier.  Everything the customer saw online was accurate and he would have received his item had he not cancelled his order.

  In regards to the refund, the customer made another critical mistake and filed a chargeback with his credit card company.  If he would have simply allowed us to cancel the order and refund him on ***** he would have his refund by now.  Because he filed a chargeback though, that investigation process needs to complete before **** refunds his money.

  In regards to the customer's claim that he would not have received this by January 15th, that is false, he would have. 

  In regards to the customer's claim that we marked this as "shipped" in the system, that is false, we never did that and I have no idea where that claim came from. 

  In regards to the customer's claim that we lied or misrepresented our product, that is false.  As I've explained in this summary, everything we listed was accurate, the customer was simply confused when looking at our new listing after he ordered.

  In regards to the customer's claim that we did not respond to his messages, that is false.  We did respond to the buyer's messages on ***** so if he didn't receive those he may want to reach out to **** about their messaging system or check his spam folders.  

  In regards to the customer's claim that we have done this before as reflected in our negative reviews, that is false.  Our overall rating is 5 out of 5 stars.  Yes, there is a small minority of customers that have purchased items from us that take time to transfer in, and if they didn't notice that on the listing they may have left a negative review.  It's important to understand that this is a very small percentage of customers and our listings are completely transparent when this is the case.  Most customers read the lead time and are completely happy waiting the extra week or two in order to buy something that's not available elsewhere or they received a good price from us.  As long as a shopper reads the lead time clearly listed on the webpage, all will be fine and received as promised.  Again we're very proud of our overall 5 star rating and are happy that most customers find us as a reliable option!  It's also worth noting that this wasn't even the case for this customer, he made assumptions that his order would be late based on the new listing we showed online after he placed his order instead of reading the lead time listed on his actual order.

  We are always available by email, text, and phone to answer any questions.  This customer would have had a much easier time if he would have simply reached out to us directly instead of filing a chargeback and filing a claim with the BBB.  We could have easily addressed his issue immediately and he would either have received his order by the committed date he saw when placing his order or we could have refunded him if he changed his mind.  Please feel free to contact me directly given the contact information on our website if anyone has any further questions or concerns.

  Thanks

  **** - Owner of Capital Music Gear

  Customer Answer

  Date: 12/29/2023

  Better Business Bureau:
  
  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.

  To address each point raised by the business:

  I bought what I thought was the last item after they sent me a low offer, after waiting a few days why I had not yet received a shipping notification I reached out to them to ask when I could expect to to be shipped only to be told they had to order it from their supplier. The owner seems to be confused about the difference between him having it in stock and his supplier having it in stock. If I walk into a business and ask to buy something, and they can produce it immediately, they have it in stock. If they have to order it, they don't have it in stock. 

  Filed a dispute with Paypal, not my credit card company. Only filed because they told me it was too late to cancel because it had "shipped". They marked it shipped on ***** so cancelling wasn't even an option. But it is indeed indicated on **** that it has not yet shipped? Why? Because they don't have it to ship.

   

  I wasn't confused by the updated listing, I was annoyed having been told earlier that they didn't actually have 5 in stock, their supplier did. They didn't even have the "last one" ordered in stock.

  They basically started ignoring me after they told me it was too late to cancel because the order had been placed with their supplier. If I had known they had to order one, I wouldn't have bought from them. How was I to know if their supplier had any or not...?

  There was no lead time in the listing. I went back and looked several times. If it's there, it isn't obvious.

  There are other complaints about them being a drop shipper in the negative reviews. I wish I had read them first. I don't know about their star rating, but they have ****% positive rating, which isn't stellar. I usually stick to 99% or higher - ****** learned.

  They could have cancelled my order and refunded my money, but they didn't even try. They claimed it was too late, but it was a long weekend, I really doubt that. I still have no shipping notifications as of yet. I had an issue with a similar product that broke, requested a refund literally on the same day and the Chinese seller refunded my money, let me keep the product, no questions asked and apologized. 

  I still haven't received a refund.

  I have messages through ***** emails sent directly to me and ******** messages supporting everything.

  Thank you BBB!

   

   

  
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Business Response

  Date: 01/03/2024

  I'm not sure what else to say, and I have no way to honor a refund request.  Since he filed a chargeback with his card company on an order placed on ***** I have no way to issue the customer a refund directly. The customer's complaint should be with **** if he's disputing a refund.

  
  In regards to the customer's claims, these are simply not true.  We never marked the order as "Shipped" on ****'s site, and we did have the item he ordered in stock and could have shipped it if he wanted.  This was not a drop ship situation, we had the item in stock.  My explanation about transfer orders was simply to try and address the confusion the customer experienced when looking at our offering after he placed an order, but it had no bearing on the actual order he placed.  I was trying to clear up confusion, but it appears the level of confusion has only grown.

  
  If you have any other questions or concerns about this, feel free to call me at ************.

  
  Thanks
  ****

• Initial Complaint

  Date:08/18/2023

  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.

  Capital Music Gear advertises 1-4 day shipping, yet I'm getting my item shipped 6 days after ordering. That's false advertising as they say "1-4 day shipping" what a lie...I don't want to hear about business days they claim "days" that's a fact. Saturday and Sunday are still "days" if they mean business days then they should advertise as such. But they don't, they say "1-4 days shipping" business days are not inferred in this advertisement. I'm getting my order delivered 6 days after ordering it that doesn't sound like 1 to 4 day shipping to me.

  Business Response

  Date: 08/21/2023

  We're sorry to hear that *** felt the need to file a complaint about his order with us.  *** contacted us and we explained that his order was experiencing a delay of an extra couple days, and if it arrived too late he could return the item for a full refund.  Our warehouses ship thousands of orders a day, so unfortunately once in a while an order exceeds the estimated time frame.  We are proud that this happens less than 1% of the time and it's usually only by an extra day or two, but we understand *** was very upset about this delay.  It's also worth explaining that our warehouses will inspect the item before it ships, and if there's an issue they will go pull another one from the shelf.  Sometimes this results in a delay, but it also results our warehouses making mistakes with an item less than 1% of the time.

  Again, we apologized to *** about the delay and offered to take the entire order back for a full refund, but instead of working on a solution with us he emailed us stating "You guys will be getting the worst reviews from me ever. I'm active on ******* and on ********* I encourage you to check me out and I'm going to review on every single platform possible and social media site stating that you guys falsely advertise your shipping time.... As my item did not go out in "1-4 days" it took almost 6! You people are liars, and that's a horrible thing to be accused of, but that's why I'm accusing you of being. I will let the whole world know that soon loud and clear. You will never, ever get my business again and hopefully I can deter others from doing business with you as well as I am articulate and forthright, and this is a clear-cut case of false advertisement.". 

  *** seems like he was simply having a bad day and I hope he either keeps the item and enjoys it or returns it back for a full refund.

  Thanks

  ****

  Owner

  Capital Music Gear