ComplaintsforAxeHeaven

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have received the two items on 4/29 and one item was defective and it was poor quality. I attached photos and sent an inquiry if I can exchange it or not on the same day to Info.axeheaven.com but I didn't hear back from them so I forwarded the same email to ******************************** on Monday, May 1st and I asked them to take a look at the email that I forwarded with the photos. However, I still didnt hear back from them. On Tuesday, May 2nd, No one still didnt respond me. So I wrote a same massage on their FB page and called them at ************ 1:24 PM but no one didn't answer and it went to a voice message. Next day, today, Wednesday May 3rd, I sent the third email to ******************************** and told them that I emailed twice and wrote them on FB for help around noon. However, there was no any responses from them at this moment, which is little past 5PM. I would like to get refund for $41.42 for the one item.One note: I found their address as : ******************************************************************************************************************.

  Business response

  05/22/2023

  Customer dispute credit card charge and demand replacement, unreasonable request.  Offer to customer to return the merchandise for full refund.

  Customer response

  05/24/2023

   
  Complaint: 20016079
  
  I am rejecting this response because:

  I dont believe that I have to be the one who have to be responsible for the return fee since this was a defective item.
  

  Sincerely,
  
  ******************

• Initial Complaint

  11/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received Order #**** on September 20, 2021. Two of the items I ordered were damaged to the point I could not possibly resale them as "collectible" items (I run a retail business and bought wholesale from this supplier). I reached out to the supplier via their phone number and email included in the emailed receipt I received for my purchase. I left messages on the phone number, but could never reach them, nor ever received a return call from them. I received no response to my emails either. I contacted them via ******** and they did advise me to use a different email address. I did and received a response. They advised to send pics. I did, but could never get a response from them again. I again tried calling and emailing to no avail....could never reach them. I reached out to them through their ******** Page again but never received a response.

  Business response

  11/17/2021

  Please return the merchandise to the following address for a refund.  Please be sure to include your order number, your email address and payment account.

   

  AXE HEAVEN

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

  Customer response

  11/18/2021

  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.
  
  Sincerely,
  
  ***********************

  Customer response

  01/06/2022

  I would like to reject Axe Heaven's offer due to their non-fulfillment of their offer. I followed their instructions and sent back the damaged products and they have not refunded me as per their offer. I have included tracking info that proves their receipt of the package on November 29, 2021.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an ******************* replica on September 14 2021. It came damaged(see pics). Bent tuning key and tailpiece that looks like a (. I tried for 2 weeks to get an exchange. Sent repeated emails and phone calls. She finally sent an email stating that it was like his real guitar. That's not possible and 100% a lie. Finally I just said I wanted a refund instead. She sent me an email with a return label on October 6 2021 and I sent it back the next day. They received the return on oct 13 2021 but I still haven't gotten a refund. I've called everyday and left a message but no call back or message or refund. Absolutely ridiculous. The order # *****. I paid $65. I just want my refund

  Business response

  11/08/2021

  We have replied to the customer several times.  The guitar is a replica of the artist's real life guitar, which is distressed, all distress marks and chips are intentional.  He's welcome to return the guitar for full refund if that's not what he wants.

   

  Customer response

  11/09/2021

   
  Complaint: 16064847
  
  I am rejecting this response because:
  
  the distress marks are actually defects. There isn't a guitar on the planet with a tailpiece that looks like a ( . Also the tuning key is bent. This IS NOT LIKE HIS GUITAR! It's not advertised like that on their website. Nor is his real guitar like that. Check the ****** website and you will see. Plus I returned it to them almost 3 weeks ago and haven't received my refund or any contact with them even after repeated calls and voicemails Sincerely,
  
  *************************

*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. ↩