ComplaintsforReverb.com, LLC

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a sale through reverb. It was a **** Strad C trumpet that I sold to the buyer for 1050$. The trumpet was shipped and received by the buyer. The buyer paid reverb in full for the instrument. Reverb was notified that the instrument was shipped on time and to the buyers standards. I contacted reverb through their chat and had my bank information added to their system so that I could receive my payment of 971$ after taxes and fees. I was told all was well and that I would receive my payment within 3-5 business days. Reverb says the payment was sent to my bank account on July 12th. It has been two weeks and I still havent received the payment. I contacted my bank to make sure it wasnt a problem on my banks end and it is not. Reverb never sent the payment. I have contacted them numerous times over the past 4 days and all I get back is an email saying that I they will look into it and I can contact again in 1-2 business days. I am getting nowhere with them. Their support chat is the only way I can see to contact them. *** asked to speak with a manager, nobody is helpful.

  

  Business response

  07/31/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience so far. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

  Customer response

  08/04/2024

   
  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,
  
  *************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an amplifier that arrived not only damaged but not as described. Reverb says they offer buyer protection and would work to issue a refund. I took the amp per their instructions to the United ********************* months ago and they have not issued a refund. Representative for Reverb ****, wrote me in an email on wed of this week 07/17/24 indicating that he assured me that a refund would be issued by weeks end and that he would update me. It is now Friday and now refund and now update. Reverb does not honor the protection that they advertise. I have had this charge on my credit card for 4 months or so now accumulating interest for an item that was not as described and broken on arrival.

  

  Business response

  07/31/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience so far. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order Number: #******** I made the purchase on July 2nd, 2024, through Reverb for a ****** ******* Block 70s drum set. The drums were listed as being in "excellent condition," but after a brief conversation with the seller, I discovered this was not the case. During my conversation with the seller, I learned that the previous owner had drilled additional holes into the drums to install the new *** mount. This crucial detail was not disclosed in the listing, which significantly affects the integrity and value of the instrument. These modifications make the drums unrestorable to their original condition, contrary to the "excellent condition" advertised.I purchased the drum set at 9:07 PM and contacted the seller at 9:30 PM on the same day to request a refund after learning about the undisclosed modifications. Despite my prompt request, the seller denied my refund.I immediately contacted Reverb support for assistance and have only received automated responses. Despite multiple emails and attempts to reach a human representative, I have not received any substantial assistance for days. Since then the seller shipped the drums, incurring $200 in shipping costs.I am now in a difficult position due to the lack of timely support from Reverb. The drums' condition, with additional holes and visible scratches and chipped paint, clearly does not match the "excellent condition" description. This discrepancy constitutes false advertising and are against reverbs policy. There are identical sets listed in lesser condition that reflect the true state of this drum set.I request reverb to facilitate a full refund of $863.64 for this purchase, including the $594.15 paid for the drum set, $69.49 in taxes, and $200 in shipping costs.

  

  Business response

  07/16/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward. I've contacted our Supervisor team who should be sending you an email shortly. 

  Customer response

  07/16/2024

  Complaint: 21966382

  
  

  I am rejecting this response because:

  We have yet to reach a resolution. Although thank you, a supervisor did email me, and I anticipate a fair outcome eventually.

  Sincerely,

  
  

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

  

  Business response

  07/31/2024

  This matter is being handled by our supervisor team. The order has been returned and awaiting refund upon delivery. Please follow up with the supervisor who is handling this case with any questions. 

  Customer response

  08/01/2024

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ******** and find this resolution satisfactory to me.

  
  

  The supervisor, ****, addressed my concerns promptly and was helpful throughout the entire process, including our phone conversation.

  
  

  It may be a slightly longer process than desired, but I am confident that you will ultimately do the right thing.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ******** - Fender American Performer Telecaster I reached out to reverb (with my email ******************************* regarding a guitar that was not as described in the listing, and they refused to return my emails regarding sending it back for a refund. Then I decided to make a seller account to resell it on their platform, yet my account was banned for no reason. Now I cant get it off my hands and Im stuck with it. I want my money back. This is unacceptable. I will have to tell my network of fellow guitarists to stay away from reverb if this is how wronged buyers are treated.

  

  Business response

  07/16/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reverb has put my account under review, effectively preventing from being able to buy or sell on their site. They have provided no reason for this and have not responded to any of my queries since this was done 10 days ago. I suspect that they did this because I challenged shipping charges that were audited and adjusted with my credit card company. These charges were based on something that logically made no sense. I use the exact same box size to ship guitars of similar weights. The audit claims that my shipments were double the weight of what they were, which is impossible. An agent at Reverb said that they would provide an account credit. That never happened, so I filed the claim with my credit card. While I am not positive about this being the reason because they have not contacted me, it is all that I can think of. Reverb has made it near impossible to get an answer because they will not allow me to speak with customer support through chat, they do not have a phone number posted to speak with customer support, and they have not responded to any of my emails.Needless to say, this is not a company that is acting in good faith to handle an issue. Over the course of having an account with them, I have bought and sold tens of thousands of dollars, which has profited them considerably. I expect better customer support than this.

  

  Business response

  07/16/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

  Customer response

  07/16/2024

   
  Complaint: 21952774
  
  I am rejecting this response because I did follow up with your customer support rep and have not received a response from them. They simply said that my account review had been lifted and that I might have my account suspended in the future. This was six days ago. Again, your customer support has been unresponsive and lacking in handling the matter.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/31/2024

  Our support team has covered the requested amount as well as lifted the review on your account. If further assistance is needed, please contact our support team. Based on the stated complaints, the issues were fully resolved and it is unclear what further steps are being requested. 

  Customer response

  07/31/2024

   
  Complaint: 21952774
  
  I am rejecting this response because it is patently false that Reverb issues any credit for the disputed charge. That is clear from the attached image, which was screenshot today. The only thing that is true is that the account suspension was lifted. No one from customer support has responded to this issue. It isnt hard to understand that I want a response from customer support and an apology for this. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company took my option to leave feedback away. The seller sold broken equipment and did nothing to resolve the issue. Buyers need to know to watch out for sellers that do this and how can this seller leave me feedback, but I can't? Even though I had to resolve the issue for receiving broken items?

  

  Business response

  07/16/2024

  Hi there. I'm sorry we missed this. The buyer can contact our support team for more assistance. Because this order was refunded, Feedback is closed on the order. This is inline with our stated policies. *

  Customer response

  07/17/2024

   
  Complaint: 21920637
  
  I am rejecting this response because:

  Please see attached screenshot. Big corporations that have a monopoly can be hypocrites I guess. The screenshot clearly shows the seller left feedback, but Reverb takes down my feedback the second they smell a problem.  They have taken my feedback down before because they didn't like it. This seller made things right in the end, so I would return 5 star feedback, but Reverb's policy is creating fake, untrue feedback.  That screeenshot clearly shows that one party was able to leave feedback and the other was not. Look, let them be hypocrites. More and more people are losing respect for this company, but we use it bc they have the monopoly on used music gear, so I guess we will just keep getting pushed around, until we can find an alternative. 

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

  

  Business response

  07/31/2024

  For feedback eligibility, please speak to our support team to review the case. Our terms of service also provides information about what is and is not eligible for feedback. 

  Customer response

  08/02/2024

   
  Better Business Bureau:
  
  I do not accept their response at all, but what choice do consumers have when bullied by a major corporation? They are obviously allowing the seller feedback but not the buyer. The obviously have a ridiculous feedback system, and consumers obviously will be treated like c*** from Reverb and nothing can be done. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the bass,Corsair CR-1/TS on reverb on 6/14/2024, Order #********. The bass arrived with the following damage that I reported and requested a return: there were gouges on the back of the neck, as well as tone control not working. There was another damage to the finish on the bottom of the body, which I didn't pay attention to. NOticed it, but the other two problems were much more significant, so I didn't mention it to the seller. Seller approved a return, I shipped the item back, seller received it, and now claims that the damage to the finish on the bottom of the bass was not there when the shippied it to me. Possible, but it was there when I got it, I didn't pay attention because most used Items have surface damage on them. I care about functionality, and with gouges on the neck, I could not use the bass. Seller refusing the refund. Escalating this to reverb gave me NO results. I talked to ****************** and he promised to connect me to supervisor. Then the line went dead. I called back again, their customer service rep **** A was very very rude and unprofessional hanging up on me TWICE and then blocking my access to the chat. She is the main reason why I am filing this complaint

  

  Business response

  07/16/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a guitar from one of the sellers in their marketplace. The guitar arrived with unrepairable cosmetic damage because it was packed poorly and the seller did not purchase insurance (even though he easily could have through Reverb). The seller has been unresponsive. I have done everything Reverb has asked me to do. They offer full buyer protection yet they have only offered me a mere $450 (guitar cost over $1000) to do a repair. The only way to fix it is to repaint the guitar again which will lower the value of the instrument and likely be more than what they are offering. I declined this offer and requested a full refund per their buyer protection because I do not want the guitar. They said they would continue to try to work with the seller but I have not heard anything back and they no longer respond to my messages.

  

  Business response

  07/02/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sold an effects pedal on reverb on May 9, 2024 for ***** and the transaction seemed ok. I purchased shipping through Reverb and followed the instructions for weight and dimensions at .8 lbs and they rounded up to one pound. Shipping is not cheap but in order to sell an item, it helps for the seller to cover shipping. Two months later I get an email saying they would charge an extra 5 dollars for shipping because According to Reverb, I said the weight was 1/2 a pound and it showed 1.7 pounds. However, I know I weighed the box and that it was less than what I had on my shipping label. Attempted to contact Reverb about this, but only received a FAQ on shipping charges and a chat bot that directed me to a FAQ on shipping charges. I will be filing a dispute with my CC on file.

  

  Business response

  07/02/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a musician selling my instruments on a musicians site to make ends meat.This company has almost zero customer service. You have to go through a BOT on there site to maybe get to a person to chat with. No Phone, and no social media customer service. They will NOT answer you. This Drum of mine sold early Sunday morning the 16th of this month. I got an email 8 hours later telling me it sold. It is usually immediately after the sale. In all my other sales to them I was paid in 2 days, it is now five days and the bank wire, according to my bank PNC is no where to be found. It's going on six days as there are 3 more business hours left to this day. I have tried to communicate with them, it is useless as they tell me it has been sent days ago.I have had to us your services once before and you sided with me. It was for a shipping charge. I wonder if they are doing this on purpose as they are that unprofessional. All I wanted was to pay my rent! I have been purchasing from them since 2015.I have spent over $2000 doing so. I have sold $3182.36 on Reverb in the last year. My point is I am a very good customer with very good feedback from my purchases and sales. I just want to get paid!

  

  Business response

  07/02/2024

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

  Customer response

  07/02/2024

   
  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,
  
  *************************

*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. ↩