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:03/18/2025

  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 have made four sales on reverb.com. As per their terms/rules, for your first order, payment is released when it's delivered, and everything after gets released when the orders are in possession and in transit with the shipping ********** first order and the order after delivered yesterday. As of yesterday I only had one sale authorized for payment. Starting at 1030 EST I started chatting on their help chat to try to resolve the issue and get my payments cleared/approved. Their chat is worthless btw. They have no power to do anything short of give you boiler plate responses. Anything more than that and they say they have to email internal departments and will email you back I have hopped on chat four times today and only one more order was cleared for payment. They still need to clear 2 for payment. This should be automatic based on their rules, and I should not have to waste my time to get paid.They owe me payment for all 4 still but they need to approve 2 of my sales for payment first.What's really frustrating is they take their money and fees immediately upon sale and then make you wait for yours. This should be automated! Not manually cleared by someone. I should not have to be going on BBB to resolve this. Approve my payments and send them out.

  

  Business Response

  Date: 03/20/2025

  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:03/18/2025

  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.

  Reverb has extremely incompetent support. In a dispute around policy for 'offsite transactions' - they take issue when users ask to purchase guitars at a cheaper price/directly. Note this is for unsold Reverb items listed on other used marketplaces and platforms as well. While other platforms like **** ban buyers and sellers from using some key words in chat, giving users a warning but still allow them to use the platform, Reverb prefers to instead let buyers and sellers infringe on their policy without any warnings, and then kick buyers and sellers off the platform despite them having sold dozens of high-value items, having paid thousands of dollars in Reverb fees, and lots of 5/5 star feedback.There is no phone number to contact, no manager to escalate the issue to so they can look at your reputation and use context to deliberate over the decision. The 'marketplace integrity' specialists like ***** *. spam copied-pasted responses in the email saying that the account is indefinitely suspended and they will 'let you know if this changes in the future' - however they have never reversed a decision to ban anyone in their history. Tyrannical marketplace integrity experts misuse their power to the detriment of sellers that keep their platform afloat, and literally cause Reverb to lose revenue/profits. Users who are banned as above are also not allowed to start or use new accounts even if they now follow Reverb policy, as their identity resolution techniques find duplicate accounts using similar payment methods or identity proof. As they have a monopoly in the market, with not even **** having a similar reach as them to musicians globally, that effectively means you are restricted to local sales or the odd **** sale. They deprive their customers the chance to buy and own rare or unique instruments or gear. One would think there would be a way to talk to a human who can show some leeway to continue a mutually profitable relationship, however this is not the case.

  

  Business Response

  Date: 03/20/2025

  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: 03/21/2025

   
  Complaint: 23080029
  
  I am rejecting this response because it has been six months since my last sale and coincidentally the last ticket number assigned to me. Reverbs offshore marketplace integrity specialist failed to take into account my five star reputation, tens of thousands of dollars of guitars sold worldwide and suspended my account due to offsite transaction.

  No other e-commerce platform acts this way. Your competitor, ****, blocks certain keywords (that may indicate offsite transactions) from being used in chats by sellers or buyers, like ******** or a phone number or email. That way they do not penalize buyers or sellers in good standing while still keeping their business, and allowing the sales to progress on their platform.

  Reverb on the other hand allows users to send these in chat, and then retroactively puts the user in review or suspends them, leaving their fate up to customer support. The customer support failed to acknowledge my sales, numerous five star feedback (20+) on high value items ($2,000-5,000 Canadian Dollars), the fact I never coerced any buyer for an offsite transaction, and that I fulfilled every order made on Reverb with 5 star feedback. No fees were due and over my 20+ sales, I had paid thousands of dollars in Reverb fees.

  I would like Reverb to restore my account, so I may continue to sell guitars in accordance with Reverb policy. Both logically and financially this resolution makes sense for both parties.

  My shop is still visible via the sold listings filter on Reverb for my sold guitar listings, where the five star rating can be seen (link below and screenshot provided).

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

  
  Sincerely,
  **** *****

  

  Business Response

  Date: 04/01/2025

  Thank you for your feedback. I'm not able to discuss this matter further via the BBB portal. Please contact our support team for any clarifications about your account status with us. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23080029
  
  I am rejecting this response because Reverb support is completely unresponsive via email and chatbot.

  1) I have enquired multiple times on the current email thread mentioning the item was delivered, and the support agent is unresponsive on the thread, despite having assured me earlier than I would be paid when the guitar is delivered (Pic 1).

  2) Since my account is suspended, the chatbot trem does not give me updates on payment status, order or anything else. Even call to action phrases such as I want to speak to an agent no longer work. The chatbot refuses to create a new email thread or put me in touch with a live agent. (Pic 2)

  3) Despite selling millions of dollars in musical instruments and gear every week, you do not have a phone number for customer support for buyers or sellers. An old number exists that just has an automated voice message point to the online support available/chatbot.

  Sincerely,
  **** *****

  

  Business Response

  Date: 04/15/2025

  Thank you for following up. I reviewed your request and we are not able to provide any additional information about your account status. I will let our team know you reached out and make note of your request. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23080029
  
  I am rejecting this response because as per your last response, you reviewed your request and we are not able to provide any additional information about my accounts status.
  

  While you said you will let your team know you reached out and make note of my request, it has been a week and I have not heard back.

  I have never known any other online marketplace to refuse to onboard a seller with a 5 star reputation, dozens of guitars shipped worldwide, of rarity and sales value such that even Reverb earns a significant sum on each sale (amounting to thousands of dollars paid as platform fees in a year). It is disappointing that such decisions are so robotized that it is causing both the seller, and Reverb, a financial loss, with guitars not being sold on your platform.

  Sincerely,
  **** *****

• Initial Complaint

  Date:03/17/2025

  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 sold a guitar pedal through Reverb, and shipped as early as I could (2/18/25).I normally get my payouts deposited within 3 days. As soon as I ship something off, I get an email notification that my payout is pending. This time, I got no email.I reached out to Reverb to get some clarification on what was happening. They messaged me and said I needed to fill out my personal information (tax info, etc), even though I did not sell over $5,000 dollars worth of gear. (Thats the legal threshold).I proceeded to email back and forth, asking to have my money deposited or have the buyer ship back my gear. Reverb refused to do either of those. After a few days of basically being rudely treated and ignored, I emailed and asked why my payout was on hold if I didnt surpass the sale threshold for 2024. If that was an issue, they shouldve placed a freeze on my account and keep me from selling. When they realized this, their manager/supervisor apologized and escalated my case to the development team and exclaimed that there must be a glitch in their system. That was on (2/28).I have not heard anything since then, and their live chat is a joke. I get the same automated response again and again. Ive tried emailing **** *. A few times since and I get zero acknowledgment or response. No update.

  

  Business Response

  Date: 03/20/2025

  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: 03/24/2025

   
  Complaint: 23078357
  
  I am rejecting this response because:
  this issue has not been resolved.

  I just had someone message me with useless information. I replied, and still havent heard back. No timeframe, no helpful info. 
  

  Tried to upload a screenshot of the email but it wont load. 
  It reads:

  Hey,
  

  **** here from the Product Support Team at Reverb. Apologies for the hassle and frustration with your experience in this issue.
   
  Thank you for your patience while awaiting additional support in this matter.
   
  Our product and engineering teams are still looking into the issue at hand. But, once they provide an update to us, well be sure to relay to you accordingly.
   
  Thanks and talk again soon!
  Best,
  **** *. | Resolutions Team Manager

   

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

  

  Business Response

  Date: 04/01/2025

  Thank you for this update. I will let our supervisor team know and someone will follow up with you. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23078357
  
  I am rejecting this response because: Im still dissatisfied with Reverb. 
  Theyve stopped answering me again and still havent released my payout. 
  They keep telling me that Im being transferred to management. 
  Thats the response Ive been getting for over 6 weeks. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/16/2025

  Our team has sent you instruction on how to update your tax information. Please follow those steps to have payment released. Thank you. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23078357
  
  I am rejecting this response because:
  I have not met the required threshold for 2025.
  I have asked for a breakdown of why you think I met the threshold but no one answers me back. 
  

  Your own page states that I have not met the required amount. 

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

  

  Business Response

  Date: 04/29/2025

  The information requested is required to sell on Reverb. If you have any questions, please contact our support team. 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23078357
  
  I am rejecting this response because:

  I HAVE been trying to contact you but no one answers in a timely manner. 
  Every time I ask for info or details, you stop answering, which leads me to believe that youre doing something fishy. 
  Your website states that the information is required once you meet a threshold.

  I have asked for more detail on this since my math doesnt add up to that threshold, and you stop answering.
  I have removed my listings long ago and will no longer sell. 
  

  Once Im paid out in full I will be deleting my account. 

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

• Initial Complaint

  Date:03/17/2025

  Type:Delivery 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 February 13, 2025 I placed Order number ******** for a G&L USA Comanche with **************************** guitar for the price paid of $1,583.41. The instrument was shipped on Shipped on 02-13-2025 and Delivered to my home address on 02-19/2025.However, after a period of unemployment, I obtained a new job and was sent off to new employee training at my company's Corporate headquarters on 02-17-2025 and was not home to receive the delivery of this instrument. The delivery, however, was accepted by a family member.I arrived back at home on 03-01-2025 and unboxed the guitar on 03-02-2025. The guitar was not packed to shipping standards (not double boxed) and the neck of the guitar was discovered to have been severely damaged (a large crack) at the headstock. The vendor has only a "7-day window in which to report damage," but due to my job requirements, I was not at home and fell outside of this window to claim damage.Since reporting this problem, Reverb LLC has ceased communications with me and have stopped responding to e-mail communication (the only method available to customers). I have a $600.00 quote of repair from the instrument's manufacturer, but compensation for this has not been offered to me by Reverb. In short, I made an expensive investment on a musical instrument that has been delivered as an unusable item, and Reverb initially connected with me, but stepped away and ceased all ongoing communication with me to resolve the matter at hand.

  

  Business Response

  Date: 03/20/2025

  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: 03/20/2025

   
  Complaint: 23075686
  
  I am rejecting this response because repeated emails (no phone available) to my open case have gone unresponded to.
  
  Sincerely,
  ******* *******

  

  Business Response

  Date: 04/01/2025

  It looks like a resolution was found on 3/20. Please contact our support team if further assistance is needed. 

• Initial Complaint

  Date:03/14/2025

  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 purchased a Radio King ***** Guitar- before finalizing it I specifically asked the seller about the sharp frets I read about in many reviews and he said he would check before hand and then sent it later than expected because according to him he found a better guitar. The guitar has super sharp fret edges and I asked friends to check it as well and YES it is an issue which I was told would not have been a problem. The seller then replied that I expected too much from a $200 guitar- no empathy or kindness, but he did approve the return. The real issue is that Reverb has changed for the worse, getting rid of phone support means it is very time consuming and difficult to communicate with AI and then chat and if escalated emails. In fact it is seriously ridiculous and I keep telling them but they do not listen and I am not the only one. I had an exceptionally busy week of work and the email came with the supposed customer support agent asking me to give him the measurements of the guitar etc- I replied that he had access to all of that info and I was super busy, send the return label. Instead he insulted me with snarky passive aggressive and unprofessional comments like "my precious time" etc when he continued to hassle me about the measurements- obviously it would be the same as what was sent to me. This is the issue I am dealing with and when I finally had time to get back to him he had closed the case. He could have done many things- he chose to just close the support ticket. At this point I will not deal with Reverb again after 20 years with them. They do not care about the customer just the money now.

  

  Business Response

  Date: 03/18/2025

  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: 03/18/2025

   
  Complaint: 23068484
  
  I am rejecting this response because: this short response is exactly what I am talking about- the ticket was closed that was the point in coming to BBB to get some kind of resolution. It is so obvious Reverb really does not care about customer satisfaction or support nor seems concerned about losing long time loyal customers. And it is more than just the ticket I am addressing other issues that are consistently ignored by "support" which this response is part of. No caring, no concern, just a money making machine. People are seemingly unimportant, it is like AI has control and the support are like bots themselves.. Lack of phone support is huge because come issues are impossible to resolve through chat and email. There is a real disconnect here. 
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 03/20/2025

  I've checked with our team and we have two open tickets with you waiting for response. Please respond to our support team for more assistance. I've let our supervisor team know about the issue and they will check in. 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23068484
  
  I am rejecting this response because: none of the issues I have raised are being addressed instead this keeps going in circles only testifying to my original complaint issues- I do not see any open tickets- last email said this issue was closed. Miscommunication? It also point directly to my main point that this endless waste of time with emails and chats and AI versus the human voice of a phone call that makes it easier to communicate and understand as well as saves hours of time, and for those of with vision and hand issues the phone makes it much less difficult as well. I get the impression this will keep going in circles to no avail. After all the purchases over so many years this seems so vapid and uncaring, again just like my initial complaint pointed out. This is truly absurd at this point.
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 04/01/2025

  Thank you for letting us know. Our team has contacted you multiple times via email, could you check your junk folder to ensure your not missing our messages? I'll let our supervisor team know and they will reach out again

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23068484
  
  I am rejecting this response because:
  It seems I am not getting anything and not sure why, I am definitely not getting any response to the issues I have raised. 
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 04/15/2025

  Our team has attempted to contact you with no response. If further assistance is needed, please reach out to our support team. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23068484
  
  I am rejecting this response because: In fact they have not reached out and continue to ignore my issues of being treated with utter disrespect, then to be denied any phone support when the email and AI chats have not worked at all, and lastly the issues of treating loyal customers like trash refusing to listen to feedback or issues and continuing to be ruled by algorithmic tyranny. This is entire experience has proven all my points- there is no real customer support, there is no accountability and there is total zero human caring element at Reverb anymore- they are only interested in the bottom line and if I have gotten zero response but they continue to ignore that reality then what is a customer to do? Having searched the internet I have found that I am far from alone in these same issues and there are many others who have had to resort to BBB for help but Reverb has a hard hard, no ethics and a disregard for loyal longtime customers- and this is not the first problem there were several other problems with recent transactions that were also neglected and ignored and that is why this time I reached out here for support. All other platforms selling musical instruments have better support, care about the customer and make sure that the buyer is protected. **** is a perfect example- where not once have I ever experienced the level of careless unaccountability or total lack of support not to mention rude behavior that seems to be acceptable. The way that Reverb handled this complaint is a direct example of their callousness, disregard for customers and lack of ethics.
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 04/29/2025

  Our support team has been in contact with you but have not heard back. A supervisor has reached out for additional details but we have not received a response. Please follow up with our support team. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23068484
  
  I am rejecting this response because: I have never gotten any contact at all. And the issues of phone support has not been addressed nor the resolution of this issue- there are no emails, never got a phone call and I do not see how this can be resolved. Meanwhile I am no longer going to the site nor using it for anything after the last few interactions were totally unacceptable- it is not just this Tenor Guitar, but the tambo-pedal before that and the *** guitar before that which have led to this complaint. The tambo pedal did get resolved but the *** issue prior was only resolved by my going directly to the seller who was awesome while Reverb continues to be the worst ever. If that seller did not help me I would have been stuck with another unresolved issue. Unlike Reverb everyone else has phone support. Why do they not put the information here? why is it so messed up and difficult with Reverb now? Why can't they see that only out of frustration from several purchases and lack of respect, unacceptable interactions and no communication though they claim there is- did I make this complaint. Their attitude is so absurd as though they do not care and based on my research online I am not the only one who has issues with them. Just the lack of real customer support is the main problem. And the fact that they treat me so disrespectful, refusing to LISTEN to my issue is why I have to use the BBB to help. This entire drawn out process shows that in fact reverb does not care about the customers at all. I am so disappointed and sad that this has become the new reverb. But they do not care about losing a loyal long time customer and that is even sadder. AI and algorithms should not replace direct phone contact when dealing with complex issues regarding musical instruments- the chat and customer service **** are so bad, incompetent, unfriendly and limited yet they refuse any honest feedback. This is a perfect example of the failure of AI algorithmic take over destroying the human connection and having options for those with vision and other issues. This whole experience has been a fail but they will continue to hold the line of their failed policy and non supportive service.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:03/14/2025

  Type:Billing 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'm being charged $103.74 for shipping labels. This is very excessive and no one seems to want to answer my questions about it. Because of the poor service I got from chat agents, ********* ******** ****, ***** and ***** and that I am being charged that much for labels. I was not notified beforehand of these charges.

  

  Business Response

  Date: 03/18/2025

  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: 03/18/2025

   
  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. Yes the problem has been resolved
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/12/2025

  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 bought a Ditto X4 ****** pedal from reverb.com and the seller denied my request for a refund after I found that the pedal locked up and stopped working after about 15 or 20 minutes of use. Reverb.com's customer support has got me in a message loop where they just let me know rest assured someone will reach out. No one has reached out for days and days. Usually once they tell me this they end the chat as to prevent any escalation from happening.

  

  Business Response

  Date: 03/18/2025

  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:03/10/2025

  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.

  After purchasing a $1000 gift card, the redeemed funds disappeared.

  

  Business Response

  Date: 03/18/2025

  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: 03/18/2025

   
  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:03/06/2025

  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 on 2/23/25 it was shipped on 2/24/***** was received on 2/27/25. Payout for the sale was to be initiated on 2/26/25 and an allowance of 4 business days to be deposited in my bank. The time has elapsed and no payment. I have contacted customer service several times about this and nothing has changed. They say there is an open ticket and someone will email you, hasn't happened. This isn't my first time using Reverb so I don't know why this sale is having an issue. Reading some other complaints on here it seems the sale has to be manually enter to solve it.

  

  Business Response

  Date: 03/07/2025

  Hi ******,
  
  Thank you for reaching out. The payment was sent to the bank account on file at the time of the payout. We recommend checking with your bank to help locate the transaction.

  Our records show that the payout was sent to your bank account on 2/25/2025. However, since you have not received the funds, we are actively working with our accounting team to investigate the issue.
  
  If you need any further assistance, please let us knowwere here to help.
  
  Best,
  Reverb

  
  

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23029506
  
  I am rejecting this response because: this situation could have been solved  a week ago instead of today when I received my payout. I've been using that chat for a week telling you to check your bank. Funny as soon as I contacted The BBB it quickly was resolved. It shouldn't have to come to that. Do better for your customers 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/01/2025

  Type:Delivery 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.

  Sold guitar on Reverb and shipped on 2/10. Have not received payment from Reverb as of today, March 1, 2025. Filed a claim and have received 1 or 2 email responses in the 18days since. I have emailed everyday with no response. Keep getting automated responses when trying to live chat with nothing happening on Reverbs end. Bank info has been confirmed on site.

  

  Business Response

  Date: 03/07/2025

  I've let our supervisor team know about this issue. We should have an update to you shortly. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23007056
  
  I am rejecting this response because:
  
  The reply is the same response I have received in the last emails.  Now the  product team is looking into it.  B.S.  Still no idea of when I am getting paid.  This is an absolute joke.  I hope you continue to ****** this joke of a company.

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

  

  Business Response

  Date: 03/18/2025

  Thanks for following up. Our supervisor team is looking into this. We should be able to follow up shortly

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23007056
  
  I am rejecting this response because:
  I have not received my payout, and frankly do not exactly know how much it is.  I have been told a different group is investigating the problem each response from Reverb.  They owe me roughly $2400 from February 10, 2025.  How hard can this be to resolve?  It used to be a phone call and about 15 minutes.  These incompetent fools take a month and a half.  Duh!  Get my money into my confirmed bank account ASAP!
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/01/2025

  I spoke to our team and this payment was released on 3/21. If this payment is returned due to the incorrect payment information being provided, our team will let you know the next steps.