Complaints

This profile includes complaints for zZounds Music, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

zZounds Music, LLC has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  zZounds Music, LLC

  Chicago, IL 60654-4826

  
• 

  zZounds Music LLC

  8 Thornton Rd Oakland, NJ 07436

• 

  zZounds Music, LLC

  8 Thornton Rd Oakland, NJ 07436-3116

• 

  zZounds Music LLC

  8 Thornton Rd Oakland, NJ 07436

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:04/26/2025

  Type:Sales and Advertising 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.

  This business is engaging in deceptive advertising practices. I went to there website to look for a guitar and they had it in stock with a big sign that readswell beat any price right on their website site so when I called and explained I had a quote in writing from another company they refused to honor their policy. I even asked to speak to a supervisor but he also refused to price match or even look at the quote I had in writing. Terrible customer service and very deceptive advertising.

  Business Response

  Date: 05/01/2025

  We will beat any publicly advertised price. Our price match policy can be read in full on this page of our website:
  
  ****************************************************
  
  A private written quote unfortunately does not qualify as a publicly advertised price. We can not engage in bidding wars with our competitors.
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23254718
  
  I am rejecting this response because: thats not what their policy states.  There policy clearly states we will beat any price. There is no ambiguity there in that statement. I was providing them with a written price offer from a competitor. Thats where these offers are gonna come from.  Not the tooth fairy so saying they wont engage in bidding wars with their competitors makes no sense. Where do they expect their customers to get the offers they say they will beat??  Makes no sense and its deceptive 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/05/2025

  It does not state "we will beat any price." in our price match policy.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23254718
  
  I am rejecting this response because: I know what I saw.  Im not senile. They must have changed the policy now.  Thats their right but I know what I saw. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/19/2025

  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 made a good faith payment in March of $50 to a $700 balance. I was going to make another payment this month. I hit a financial hardship so I was going to eventually setup a payment plan once I was able to resolve those issues. However, this morning I woke up to three unauthorized charges back to back from zzsounds for $114 each. Which this was not my primary account so it drained almost all of the money there. They never sent me any communication or anything that this was happening. I never agreed to this. If I made a payment to them, I dont see how its in their interest to illegally just charge people. I disputed the transaction.

  Business Response

  Date: 04/22/2025

  The customer's account was past due. Once a customer's account is past due, ******************** is authorized to use any card on the buyer's account to satisfy the past due balance. This is part of the terms the customer agreed to when placing an order using our Play as you Pay installment plan. We also made multiple attempts to contact the customer about their past due balance prior to either of these payments being made, but never heard back from them.

• Initial Complaint

  Date:04/15/2025

  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.

  04/12/2025, Zzounds hit my debit card 5 times in the amounts of $240.00 each resulting in overdrafting my bank account $895.00, I called zzounds and spoke with ***** in billing, I explained to him what had happened and requested for him to please reverse the charges because it over drafted my account by $895.00, he told me their is nothing that can be done. My bank said Zzounds had tricked the bank system in order to overdraft my account and nothing can be done on their end either.

  Business Response

  Date: 04/18/2025

  The customer had a past due balance on an installment plan with zZounds. Once an account is past due, ******************** is authorized to charge any card on the buyer's account to bring it current. We cannot refund these payments because this was still owed by the customer. This was all part of the terms they agreed to when placing an order using our Play as you Pay installment plan.

• Initial Complaint

  Date:04/10/2025

  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 made a transaction with them, they told me it wouldn't be charged until it shipped, item was on back order, they placed a hold on funds, then when I canceled the order I did not receive a refund and reached out to them. They said it was on the banks end, I work for a bank, so I knew this wasn't true, BUT I reached out to my bank they confirmed it is on zZounds end, I still haven't received my refund, I emailed and they just stopped having correspondence with me. I will be filing a police report if the matter is not resolved because they are scamming people.

  Business Response

  Date: 04/15/2025

  When an item is on backorder we still authorize your card for the price of the item when the order is placed. This is only a pending transaction that is typically processed off after 2-5 business days, depending on the policies of your card issuer. We do not submit a request for payment from your card until the item ships out. 
  
  Since this order never shipped, we never finalized or charged this transaction. It was only a pending authorization which will eventually be processed off by your bank. Since nothing was charged for this order, we would not issue a refund. The transaction would just be reversed or processed off and you would not see a separate refund transaction. We have attempted to reverse the authorization, but were unable to. This usually means that the authorization has expired and has likely already been processed off by your bank.

• Initial Complaint

  Date:04/03/2025

  Type:Billing 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 am writing to file a formal complaint regarding the unauthorized charges debited from my account by ******************, specifically relating to my payment plan on order ZZ9100024. On 4/1/2025, zZounds withdrew $107.00 from my account without prior consent or notification. Additionally, this amount was charged to my account, which exclusively receives ************************************ (SSDI) payments. These payments are legally protected under federal law, and I did not authorize such a withdrawal.On a previous occasion, zZounds also debited $50.00 from my account on 10/17/2024 without my consent. This practice is in direct violation of the *************** Transfer Act (EFTA) and the Fair Debt Collection Practices Act (FDCPA), which protect consumers from unauthorized charges without specific dates and amounts agreed upon.I contacted zZounds.com and was informed that they "could not reverse these charges". However, I have not provided authorization for these specific charges and am deeply frustrated that they are claiming these actions are justified under the terms of their payment plan. According to federal law, any automatic deductions or unauthorized debits without prior written consent are prohibited. I expect immediate action to reverse these charges and would appreciate a full refund of both the $107.00 and $50.00 debited.Furthermore, these actions have caused significant inconvenience, as my SSDI income is essential for my well-being and is explicitly protected from such unauthorized deductions. As such, I DEMAND that zZounds provide a settlement of $1,000. If this issue is not resolved promptly, I will be forced to take further legal action and pursue all remedies available under the law, including filing claims for damages and wire fraud.I request that the BBB intervene in this matter and assist me in securing a resolution.Thank you for your attention to this complaint.

  Business Response

  Date: 04/08/2025

  The customer had an open installment plan with zZounds and agreed to the terms of this installment plan when placing the order. These terms require the customer to keep a card on file for automatic monthly payments. The card that we charged, was the same one that the customer used to place the order, thereby authorizing the use of this card for future payments on the installment plan.
  
  While the dates and amounts of these charges were different than the original agreement, this is only because the customer's account was past due. They had stopped making payments on the order, so we began to charge their card for the remaining balance. This is all part of the terms that the customer agreed to when placing the order.

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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.

  While traveling for business today, I noticed an unauthorized charge of nearly $900 from Zzounds on my personal debit card. I have been a loyal Zzounds customer for years, always in good standing, and have spent thousands with the company as a musician.Around 45 years ago, my brother and I briefly lived at the same address. During that time, he placed an order with Zzounds and later defaulted on his account. I moved out 23 years ago and now live alone. Recently, I logged into my personal Zzounds account and updated my payment method and address, intending to make a new purchase.Without any notice or authorization, Zzounds charged my personal debit card for my brothers defaulted debt, simply because we once shared an address. When I called customer service, I was told that because our accounts were linked by that old shared address, they are now permanently linked, and Zzounds has the right to charge my account for his debt.This is completely unacceptable. My debit card is mine alone, linked to my own bank account and current address, entirely separate from my brother. I never authorized this charge, and I am not financially responsible for his obligations. The idea that a company can permanently link individuals based on a past shared residence and then use that to charge someone elses card is both unethical and, in my view, potentially illegal.I plan to speak with an attorney when I return home and will be filing a complaint with the ************************************. Zzounds has lost a long-time, loyal customer due to this disturbing policy and unauthorized transaction. I hope this complaint prompts a full investigation, and that Zzounds reconsiders this dangerous and irresponsible practice.

  Business Response

  Date: 04/04/2025

  Despite submitting orders with different names, ******** and *********** submitted orders with the same email address and same social security number. For this reason, we consider them the same individual. If they are indeed two different customers, they wouldn't be sharing such personal information like this. We will not be refunding the past due payment.
  
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23153986
  
  I am rejecting this response because: I find it difficult to believe that my brother used my social security number. My focus has been on church and ministry, and this response makes it seem as if I am an unethical person attempting to deceive your company or engaging in some sort of misconduct. I would like to know how I can obtain all the evidence you have regarding this issue, particularly regarding my brother's use of my social security number. Please ensure that all metadata and trust certificates related to this matter are preserved, as I plan to request this information through legal channels to verify its validity.
  
  If it is true that my brother used my social security number for this order, which I still find hard to believe, I would appreciate clarification. The agent I spoke with mentioned that this may have been due to both of us living at the same address during a time when I had an order with you and my brother had one as well. However, I was told that my card was charged because my account was somehow linked to his, and I sincerely hope your company did not link my social security to his account without my consent. If this is the case, that would be a serious matter of fraud. I never authorized such actions.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/08/2025

  We can not say who used who's social security number, but the same number was submitted for both names. On at least one occasion, one brother was denied for financing for an item, only for the other brother to submit an order for the same item days later. This further links these accounts as purchases for the same individual. zZounds is not making any kind of ethical judgement about these customer actions, but must make lending and collections decisions based on this evidence.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23153986
  
  I am rejecting this response because: For this particular order that I am being charged that is not under my name; are you saying my social security was used for this specific order? And you are saying I authorized and provided consent for you to charge my Debit Card for an order not under my name, that I did not sign for, but my social security was used, for this specific order, and you have the trusted form and necessary required electronic requirements by law to proceed with this charge? 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/25/2025

  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.

  Good Morning This all started on Aug. 10 2024 I ordered a new guitar from a company called ****** they are a online service to musicians they sell other venders products. When the guitar came there was a hole in the box which I had the driver from fed ex to take a picture. I did not see that the top of the guitar had a crack in it for 2 months on Oct 20 I called zZounds which is who sold the instrument they said not our problem you are over our warranty period. I said this is not a warranty problem they said not our problem. I opened a dispute with pay pal 3 times (That's 3, 60 day disputes) they did nothing to rectify the problem. They just kept saying the vender is right. I called the ****************************** they said to call fed ex and see if you can open a claim fed ex said that only the shipper can open a claim. Now we needed to find who shipped it I called zZounds asked to speak to a manager he came on the line and lied to me and told me that zZounds did not ship it reverb did. ****** said they didn't ship it zZounds did. They kept saying it was over the 7 day or 30 day period their warranty does not cover it. Everybody is pointing the finger at someone else. I don't know why it took so long 8 mo. to be exact I had the box and clearly zZounds shipped it. First I cited Reverb in a BBB letter now it falls on zZounds to open a damage claim. Nobody ever said what can we do to make this right to pay $ ***** for a brand new guitar with a crack in the top just seems wrong. Nobody cares What makes me the maddest is how the manager lied to me he vehemently denied selling me the guitar and shipping it. Thanks so much for helping me against a bad business. 

  Business Response

  Date: 03/26/2025

  The return period for zZounds items sold through ********** is 30 days. If there are any issues with an item, we must be notified within 30 days of customer possession of the item. We were not notified about this problem within the return period, so we are unable to accept this item for return. It is the customer's responsibility to inspect any received merchandise for defect and report any issues within this return period. We apologize that we can not accept this item for return.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23112991
  This is what I have been up against for 6 mo. If they go back to all communications with them and they are honest about it they will find that I contacted them very early within the 30 days and asked ****** about the action on the guitar it was way to high when I called they said there was nothing they could do for me and to contact the manufacture. the manufacturer did not respond to an e mail or phone call When I sent an e mail it came back as undeliverable. Called them back again they said sorry nothing they could do. This is a brand new guitar I did not see the crack until **************************************************************** a claim with fed ex I am sure they dont have a 30 day cut off. Pay Pal did nothing to resolve this claim, ************** did nothing to solve this problem. NOBODY ever called to find out if there was something that could rectify the matter. And when I called ZZound they LIED to me and told me that they did not ship it Reverb did. I had to send a picture of the shipping label to catch them on their lie to reverb. And that's why the original BBB claim was against reverb. They did not do the right thing them and they are not going to do the right thing now. I am sure they cannot open a damage claim with fed ex after 8 months. So ethically this company is not a good company I have read all the horror story's from countless victims of their deceit and lies. All I ever wanted was help solving this problem but all these big company's just don't care. When you have a picture of a box with a hole in it at delivery that should be a clue as to a problem. You see even in their correspondence with you they don't say what can we do to make this right they just say NO. So I do not accept their offer of nothing. Thanks BBB for going to bat for me have a great day    f
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/02/2025

  Unfortunately there is nothing more that we can offer. We apologize that we cannot accept this return because we were not notified within the stated time frame.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23112991
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/04/2025

  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.

  2/15/25 I ordered a ****** *** **** in Honey Burst with a $208.*** first payment of 12 payments. I received the wrong and Broken guitar on the 16th. I sent pictures of the broken wrong guitar And requested a refund and was sent a return label to send back as I did! I have the receipt from *** that I dropped it off. They claim there was a Filter or something else that they received instead of the broken guitar and refuse to refund me! All I know is I sent the wrong broken guitar back and I dont know what happened in transit!!!

  Business Response

  Date: 03/06/2025

  The customer did not send the broken guitar back to us, they sent a Lasko portable air filter in the guitar shipping box. This item had been shipped back to the customer but they refused the shipment and sent the air filter back to us again. In order for us to issue a refund, we need the guitar shipped back to us. Photos are attached.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23004980
  
  I am rejecting this response because:

  I sent pictures of the *** receipt. I sent the broken guitar back and Im completely insulted that they are accusing me of sending a car air filter instead of a broken guitar! Why would I risk my refund for a worthless broken guitar? What is there deal? 
  This is not the first broken guitar they have sent me and they received the first one I sent back , just like this one!! So now Im out $208 and I have no guitar and they are completely insulting me!! 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/07/2025

  Any receipt from *** would only prove that the customer sent back a parcel, it would not prove the contents of the shipment. We have photographic evidence of the item that was sent to us, and it was not a guitar. We need the guitar back in order to issue a refund.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23004980
  
  I am rejecting this response because:
  This is ridiculous and Im fed up with these lets play games responses and we are getting no where!! Something needs to happen and all I know is Im out money and a guitar. Why the heck would I keep a guitar that cant be played and is worthless??? 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/10/2025

  The customer did not send the broken guitar back to us. We have photographic evidence of the item that was sent to us, and it was not a guitar. In order for us to issue a refund, we need the guitar shipped back to us. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23004980
  
  I am rejecting this response because:
  They sent pictures of something and it they are claiming its what they received! I sent a box with the *** written all over it and a ****** box. Where is that ? This is ridiculous and as a customer Im being treated like a scumbag! They have my money and I have NO product!!! This company unprofessional and insulting. They are stealing my money!! If Im not getting a refund I want a replacement!! 
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/11/2025

  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.

  Purchased items in the past. Went on to apply for a possible financing. Using a guest account without using my original account was asked to proved a credit card number to apply for financing. Was denied financing, but was charged the remainder of my original account in lump sum.

  Business Response

  Date: 02/13/2025

  This customer utilized a payment plan to pay for an order in 2019. The customer failed to keep a valid credit card on this order and the balance went past due on 
  December 23
  , 2019. We attempted to contact this customer via phone, email, and US mail but received no response. According to the payment agreement:
  
  
  By proceeding with your order, you agree to maintain sufficient funds on the payment card you have provided so that
  subsequent installments can be billed to that card...
  ...The Seller is authorized to utilize any alternate cards provided on Buyers account to charge payments on
  this payment plan.
  
  
  The customer placed a new order on 
  December 10
   of this year. We declined to fulfill this order due to the past due balance from 2019. We then used the credit card the customer provided for the new order to pay the past due balance. According to the payment agreement, we are authorized to use any alternative cards provided by the customer. The past due balance is now paid in full. 

• Initial Complaint

  Date:02/05/2025

  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.

  Requested return of item, customer service dismissive and refusing to allow me to speak with a supervisor. Ordered a guitar that did not ship as expected.

  Business Response

  Date: 02/10/2025

  A return has now been authorized for this customer.