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:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Guitar was shipped to me 04/08/2025 Saw the guitar on Reverb and was interested in possible purchase. Have been a loyal and trusted Reverb user both buying and selling and always followed rules and proper etiquette. The pictures showed the guitar well even though this guitar was built to look like a well " played" instrument. The guitar is from ****** Custom Shop and is a factory aged 1959 *** ****. The listing on Reverb stated the guitar as new but the serial number and certificate of authenticity showed a production date of 2020. After texting on Reverb with seller had phone conversation about the guitar and never really made it clear to me how it could be new if he wasnt a dealer but seller offered on phone a 48 hour approval which i at the time believed and even texted him on the Reverb messenger to get him state for the record as the was with tax and shipping which i also paid for $299 this was over ten thousand dollars. The listing again stated brand new which in hindsight i should been more weary but Reverb has always been trustworthy and with the seller once again agreed to 48 hour approval i figured it was safe purchase. It was my understanding that the seller was to include the original sales receipt . I also asked again in Reverb text after he confirmed the 48 hour approval if he had included the sales receipt and texted that he had boxed it up without but would mail the sales receipt which i has expected to be sales receipt from ****** dealer. After i received the guitar I contacted seller to inform him that it made it to me safe but i had yet to open carton. That night i opened guitar and looked it over and played it but wasn't exactly thrilled but thought i would look at it again in the morning. Delivery Date:Friday, 04/04/2025 I figured if delivered Friday at 10:30 i had until Sunday to approve but Saturday i decided that it didn't do it for me and seller responded:"Sorry *******, this guitar is not returnable, you can read my policies."

  

  Business Response

  Date: 04/29/2025

  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 Answer

  Date: 04/30/2025

   
  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

  Date:04/14/2025

  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.

  I sold a guitar pedal (worth $300) on Reverb. The buyer kept the item and mailed back a fake return a weighted package containing a rock. I submitted photo evidence, tracking information, and a formal **** mail fraud report. Reverb ignored these warnings and still issued a refund, allowing a known scam to succeed.I am a single mother selling personal belongings to survive after escaping financial and domestic abuse. Reverbs inaction not only rewarded a thief it punished a vulnerable seller who did everything right. I am requesting a full reversal of the refund issued to the buyer for Reverb order #********, and for the funds to be returned to me as the original seller. I am also asking that Reverb formally acknowledge the mishandling of this return fraud case and review its seller protection protocols to prevent similar harm in the future. Documentation can be provided on request. The files are too large to upload here.

  

  Business Response

  Date: 04/16/2025

  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

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 sold two items on reverb dot com and they owe me $1422.83 and they said they sent the funds to my ***** account two weeks ago. ***** says they have not received any funds. I have emailed back and forth with them about 30 times. No one has made any effort to resolve this. No one will call me and they have not made any effort to resolve the issue.

  

  Business Response

  Date: 04/16/2025

  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 Answer

  Date: 04/17/2025

   
  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. For the record, they did not resolve this and pay me what they owed until you contacted them. I had tickets and about 30 emails. 
  
  Sincerely,
  
  *********** ********

• Initial Complaint

  Date:04/07/2025

  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.

  On 17 June 2023, I purchased an EDP Wasp synthesiser on Reverb (order #********) for around *****. The listing claimed it was in virtually perfect condition and had been recently serviced by *********. However, on 31 March 2025, I received a 600 repair invoice for issues that should not exist if the seller had properly serviced the item. My qualified technician replaced all electrolytic and tantalum capacitors components that typically last 20 years and cleaned and reconditioned oxidised potentiometers, which had been scratchy from the start. I initially mistook this issue for a ***** of the synthesisers design. These problems existed when I received the item. Reverb states that Buyer Protection only applies within seven days of delivery, but a typical buyer would not uncover this hidden issue in that timeframe. I raised the issue again on 3 April 2025, but Reverb closed the case without any resolution. I seek a partial refund due to the inaccurate listing and insufficient servicing.

  

  Business Response

  Date: 04/16/2025

  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 Answer

  Date: 04/17/2025

  I reject this response because it does not address the issue. I purchased an EDP Wasp synthesiser listed as virtually perfect and recently serviced. However, it required a 600 repair for faults that were present upon arrival. I raised this through request #*******, which closed and reopened after I followed up on 8 April 2025. Reverb Support offered only 225, which does not reflect the cost or the misleading listing.

  I seek a fair partial refund and request that this matter be addressed through the Better Business Bureau, as the original support channel failed to resolve it.

   Sincerely,

   ******* *****

  

  Business Response

  Date: 04/29/2025

  This order was placed in 2023. At the time, the order was brought to Reverbs attention and a 200 pound refund was provided and agreed upon with the buyer. Thank you for your time. For additional support please contact our support team. 

  Customer Answer

  Date: 04/30/2025

  I reject this response because it does not address the actual issue. Reverb issued the original 200 refund due to the unusable condition of the included road case, not because of the condition of the synthesiser itself. My current complaint focuses on the sellers inaccurate claim that the *** Wasp had been recently serviced and was in virtually perfect condition. In reality, I spent over 600 on repairs two years after purchase for issues such as capacitor and potentiometer failure that existed before the sale and should have been resolved if the seller had genuinely serviced the item. These are separate issues, and Reverb misrepresents the situation by continuing to reference the earlier refund. I seek a fair partial refund based on the misleading nature of the listing.

  Sincerely,

   ******* *****

• Initial Complaint

  Date:04/07/2025

  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.

  Bought 4 things, each order was incorrect, chat support disconnects or they hang up when I ask for a supervisor, and they are refusing to refund me the total cost. The sellers agree there is a glitch that is negatively effecting their business: when I searched for the items I wanted to buy, it said "free 2-day shipping," but when I ordered it, the tracking said 4-days and over a week for 2 respective items. They were items to go with another item from Reverb that arrived broken and I had to decide if I wanted to keep it, so the shipping time was imperative. So I bought them on ****** instead and cancelled the order / requested a refund. They have been rude, unhelpful and don't want to refund shipping. I refused the order and returned to sender, but now won't give me a refund because it doesn't have tracking. It doesn't have tracking because they wouldn't pay for a return when the whole issue was a glitch on their site. I agreed to buy something with 2-day shipping and there was a bait-and-switch and they won't take responsibility.

  

  Business Response

  Date: 04/16/2025

  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

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of the transaction: March 26, 2025 Dollar amount involved: $1,303.90 Transaction type: Sale via online marketplace Nature of complaint: Failure to receive funds / Unresolved customer service issue I am a seller on ********************** and have previously completed successful transactions through the platform. On March 26, 2025, Reverb stated that they sent a payout of $1,303.90 to my bank account (**************) for a completed sale. The item was delivered, and the buyer confirmed satisfaction. However, as of April 7, 2025, I have not received the funds.I have contacted Reverb's customer support five separate times, and each response has been vague and unhelpful. They have not provided a resolution, nor confirmed that the payout failed. Ive also contacted my bank, who confirmed there are no pending deposits and no issues with my account. ********************** has stated there was no bounce-back from their end, which leaves the payment in limbo with no one taking responsibility.This is not just a delayit is now an unresolved financial issue involving a significant amount of money, and the customer support process has failed to deliver any meaningful assistance.

  

  Business Response

  Date: 04/16/2025

  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 did check with my team. You provided the wrong bank information and it must be updated to release payment. If you've already updated your bank information please disregard. 

  
  

  Customer Answer

  Date: 04/17/2025

   
  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

  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.

  I'm being charged for a shipping label that was scanned but never used

  

  Business Response

  Date: 04/15/2025

  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

  Date:03/27/2025

  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.

  Subject: Appeal for Account Suspension on ********************** Dear *********** am writing to formally appeal the suspension of my newly created account with ********************** (Account ID: [Tunes Craft ]) and to request a thorough investigation into this matter. I believe that my account was unjustly suspended, and I have provided all necessary documentation to verify my identity and business information, as per Reverbs *************** are the details of the situation:Account Information:Account ID/Username: [Tunes Craft]Email Address Associated with the Account: [Your Email Address]Suspension Details:Date of Suspension: [26 - 03 - 2025]Reason provided - No Reason Documents Submitted:I have uploaded all required documents, including [list the documents you uploaded, such as ID, proof of address, etc.], which I believe fully meet the requirements set forth by Reverb for account verification. To the best of my knowledge, all documents were correct, complete, and accurate when submitted.Request for Review:I respectfully request a detailed review of the suspension decision. I firmly believe there may have been an error in the assessment of my account, as all documents and information provided are accurate and in compliance with Reverbs terms and conditions.Please let me know if there is any additional information or documentation needed to resolve this matter. I appreciate your prompt attention to this issue and would like to resolve it as quickly as possible.Thank you for your time and consideration. I look forward to your response.Sincerely,

  

  Business Response

  Date: 04/01/2025

  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

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a guitar Fender American Standard Stratocaster with Maple Fretboard 1998 - 2000 - 3-Color Sunburst from a Reverb seller ****** String Theory. The guitar was listed as mint. The Reverb order is ******** purchased on 3/18/2025. ***** Tracking ID ************. I received the guitar on 3/23/2025. The guitar is not in mint condition; the finish is chipping off the fretboard that is very noticeable. A brought the guitar to 3rd Coast Guitar Repair in *******. The tech stated that the finish is peeling all over the fretboard. The repair cost is $700-$800. I contacted Reverb on 3/26/2025 on the Reverb live chat AI bot. Reverb does not have an email nor phone support. The bot stated that a claim was made and that I would receive a email from Reverb. I have received no email nor phone call from Reverb. The seller initiated a Refund. The seller will not provide a free shipping label so that I can ship the guitar back to the him. I want Reverb to provide a free shipping label so that I can ship the guitar back to the seller. I want a full refund since the guitar was listed as mint but has significant finish damage on the fretboard.

  

  Business Response

  Date: 04/01/2025

  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 Answer

  Date: 04/01/2025

   
  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

  Date:03/26/2025

  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.

  My account setup led to me not being able to withdraw my funds from Reverb. Support person proceeded with manually transferring the money from Reverb to a ****** account that I did not approve. This led to a loss in conversion fees and further the transfer fees.Full description below.I live in ****** and that was the region I've chosen when creating account. For convenience, I operate in USD (since its a US dominant marketplace, its easier to have pricing in US dollars). Apparently, Reverb only allows to use USD to US citizens, since they require SSN and US specific tax information to withdraw the money (even though I was able to sell things without those). Currency should not imply your nationality, and nowhere in the terms that was mentioned. This led to me contacting support for help. After some days of investigation I was informed I will be unable to withdraw money since I used wrong currency. There is also no way to fix my account. So they can ****** it to me, and afterwards I have to delete the account (losing my feedback, transaction history) and then create a new one and start from scratch.I began to ask questions about this, I tried to investigate if there is another way of transferring funds at least (****** is not something we really use in ******). I specifically did not provide a ****** account during conversation with CS representative and did not approve this, as I really needed someone to help me either do a real bank transfer or at least compensate for all the fees that ****** will inevitably collect.**** *. (CS agent) then took a ****** account that I connected to Reverb - I connected it only as a last resort action when I tried to withdraw money before contacting support - and transferred all my balance, in wrong currency, when I was not prepared (I would at least point ****** to use correct currency wallet). So on top of astonishing 178$ of fees, I lost another 70$ on ****** fees, AND I have to delete my account.

  

  Business Response

  Date: 04/01/2025

  I was not able to find any accounts with ********************** with the information provided. Please contact our support team for further assistance. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23117453
  
  I am rejecting this response because:
  
  

  i guess you cannot find it because like i said earlier, i was forced to delete the account and create a new one if i want to use Reverb. Please refer to cases number #******* and #*******
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/15/2025

  Thank you for the additional information and feedback in your original request. I will pass this along to our team.