Complaints

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new guitar amp from Vintage Sound Amplifiers on Feb 7th, 2022. I didn't realize it at the time but later realized I was overcharged $50 from the quoted price. When I received the amplifier, it did not work. (I will include very detailed descriptions and links in the attachment.) I contacted them and they offered to repair it but I didn't want a repaired piece of equipment when it should have been working fine as shipped. Since the item was not functional, I requested a return and refund. I had to pay for the shipping back to the merchant at my expense which was $56 for shipping and a $10 pickup fee. The merchant gave me a refund but kept $108.67 in fees which he said were his paypal fees and the original shipping costs. Since he did not deliver working product to me, I am disputing the $108.67 difference in the refunded price as well as the $50 overcharge on the original payment. (Again, see the attached document for details)

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/25) */ Amplifier was extensively tested in our shop prior to shipping and was in perfect condition when shipped. Upon receiving the amplifier, the customer informed us of a noise issue. We realize anything can happen in shipping, however we stand 100% behind all Vintage Sound amps. We offered to pay for return shipping, correct any issue and return the amplifier to the customer at no cost to the customer. He refused and insisted on a full refund. He returned the amplifier. When the amp was inspected, we found the amp in absolutely perfect conditionboth cosmetically and electronicallywith no issues whatsoever and documented this with a video. We ran the amplifier through all of its functions, and even pushing the amplifier to its extremes with no issues. There were absolutely no issues with this amplifier. We wrote it off as buyer's remorse or operator error and emailed a copy of the video to the customer. We have a stated Return Policy on our website that states: Returns are assessed a 15% restocking fee plus all shipping costs, if any apply. The return must be within 72 hrs of delivery with a Return Authorization number from Vintage Sound Amps, Inc, in the original box and in New condition. The original price paid was $2000 and 15% would have been $300 plus shipping cost. We waived the 15% Restock fee as the amplifier was returned as new and we have a waiting list for this model. We refunded the $2000 less actual shipping cost of $38.38 and PayPal Fees deducted by PayPal of $70.29. As for the $50 overcharge, this was an accounting error and the $50 was returned as part of the original refund of $1891.33. As stated, we only deducted the PayPal fees and the actual shipping cost of $38.38, waiving the 15% Restock Fee. We have been more than fair with this customer that returned a new amp in perfect working order with absolutely no issues, that did not need any repair of any sort. We are happy to provide Video proof of the returned amplifier to anyone requesting it. Consumer Response /* (3000, 7, 2022/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, the amplifier had major issues which are clearly demonstrated in the video link I sent. It's clear as night and day. Other customers of yours have stated that you claimed the same thing with them regarding amps that hum and hiss so I'm not surprised that you are claiming that it works fine. Your paypal fees are irrelevant to to the issue. Your job as a merchant is to get a properly functioning piece of equipment into the hands of the purchaser. You did not do that. You delivered an amplifier that made extreme noise as demonstrated by the video. I have 6 other amplifiers including Amplified Nation, Markbass, DVMark and Fender and none of them make noise like your amp did. Clearly it was not functioning according to the description on your site. I already provided video proof that the amplifier was not working properly *WHEN I HAD IT*. It's irrelevant that you have a video of it working properly after getting it back. I have no guarantee that you didn't fix the problem after you got it back and then produced a video in order to save yourself some fees. Business Response /* (4000, 10, 2022/03/28) */ ***Document Attached*** We have a stated Return Policy on our website. It is the customers responsibility to make themselves familiar with our Return Policy. We have the legal right to enforce this policy and could have deducted the full $338.38 from the customer refund. However, because the amplifier was returned in perfect working condition with no defects cosmetically or electrically and we have a 6 month waiting list for our amplifiers, we waived the 15% restock fee and only deducted actual out of pocket expense. We have been more than fair with this customer and consider the matter closed. I have attached a video of the amplifier the day it arrived, was unpacked, inspected and played. Consumer Response /* (4200, 12, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from this merchant. I have proven WITH VIDEO that the amplifier was delivered defective. I already paid to have it shipped back and accept my loss in that regard but I do not accept having to pay the merchant's paypal fees and shipping to me when he failed to deliver on the basic premise of a merchant's responsibility which is to deliver a working product. His video of the item working after it's return is irrelevant since it was not working when it was delivered to me. I do not know if he repaired it after it was returned to him and given his refusal to accept responsibility for delivering defective merchandise, I'm not not inclined to give him the benefit of the doubt in this regard. The bottom line is that it didn't work when I received it which I proved with video.

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