ComplaintsforReverb.com, LLC

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 8, 2024, I sold an effects pedals on Reverb. I purchased the **** postage on the same day and it shipped on the next day, May 9. The buyer received the item on May 11, 2024. The seller was happy and I received a feedback of 5-stars, which was reciprocated by me. By this point, the buyer has received his gear and is very content, Reverb has collected their fees, the state has received their tax payment, but... I am STILL waiting for my payout, which I requested on Monday, May 13, 2024. Now, this is where it gets infuriatingly frustrating - as Reverb keeps giving me the complete runaround when it comes to transferring my payout balance of $457.50 to my bank account. They keep handing my case to yet another "support specialist", who then starts - from scratch - the entire process. They seem to not have any idea of my previous issues with collecting my payout. Reverb claims that I have an invalid account/transit number. However, that is impossible as I also provided Reverb (5/21/24) with an official bank document that states my account & transit numbers.I've attached several files to document, as evidence, the crass unethical treatment on the part of Reverb. I should mention that I am not surprised given the massive amount of complaints lodged here against Reverb. I can only hope that I will eventually get my $457.50, but felt that it was my duty to also file this complaint with the BBB (something I had never done before).Reverb offered to transfer the payout directly to my bank account but will NOT provide a 15-digit trace # as proof. Reverb is acting in bad faith, and insisting that I use a third-party payout platform (Plaid), which I had declined because of "controversy with using Plaid, claims that Plaid used consumers' banking login credentials to gather and distribute detailed financial data without prior consent. Plaid has "exploited its position as middleman," the plaintiffs alleged. Approximately 98 million people are affected by the settlement".

  

  Business response

  06/21/2024

  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

  06/23/2024

   
  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.

  I will have to trust Reverb; also trusting that they do the right thing by paying out my earnings - in full - by transferring earnings to my bank account as ********************** originally offered. I had provided Reverb with an official bank document stating my bank account and transit numbers, so Reverb has all the bank information they requested to make a bank transfer. Even after a month and a half has passed since requesting my payout, I still do not see my $457.50 balance on my Reverb Earnings Page OR in my bank account.

  **********************: please expedite my bank transfer request, I have complied with everything required of me.

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Mackie ProFx8 mixing board on their website. It arrived at my location on June 4, 2024. I found it to be defective. I tried to contact the seller but they would not respond. I contacted Reverb the next day to complain the the seller refuses to reply. Reverb told me that because I reported it to them with 7 days, that I was covered for buyers protection. I've sent emails and pictures describing and showing the problem. Reverb just keeps giving me a run around. They are NOT honoring their 7 day policy.I have asked for a return shipping label to return the item and asked for a full refund.They have not provided anything.The attached picture shows that the effects overload light are lit and the board has no connections to any power amplifiers. The power cord is the only connection and it needs to be connected to show the overload lights are lit

  

  Business response

  06/21/2024

  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

  06/21/2024

   
  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

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My item was sold on May 5 2024 and was shipped on or around May 10 2024. My item was marked received in good condition by the buyer on May 18 2024 and left a good review (Got it, Shipped well and sounds great, Thanks ) on reverb's page on May 22 2024. Reverbs states a first ********************* will be paid in 5 business days after the item being delivered. I have on more than 8 chats with them about it and still not paid. ********************************** ************ ************************ ************* Cell

  

  Business response

  06/21/2024

  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

  06/24/2024

   
  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

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have not received my payout. it has been over a month. after issues with my account, all information has been updated numerous times and payout is still not dispersed. little communication from higher level management and no direct phone in-person communication. dealing with high priced instruments and dollar amounts, Reverb should have better customer service.Not accusing of wrong doing, but inability to solve the issue has forced me to seek third party interaction.

  

  Business response

  06/21/2024

  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

  06/21/2024

   
  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reverb facilitates online sales between customers selling and purchasing musical equipment. When selling a higher-priced item such as guitars, amplifiers, etc., the online merchant charges the buyer but then prevents the seller from shipping the item. The technique is a form of delayed presentation, allowing companies to incur additional interest fees by freezing funds. After 72 hours or three business days, the company allows the seller to ship but then holds the funds for an additional 3 days. Reverb states the holds prevent fraud, but their customer service reps and online documentation fail to specify a verification process that prevents scammers from delaying transactions. The technique is unethical, and by limiting a customer's access to representatives, training reps to disconnect customers, and blocking access to their chat platform, the online company avoids accountability.

  

  Business response

  06/21/2024

  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

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally complain about Reverb and its seller, ProAudiostar, regarding a recent purchase that resulted in significant distress and financial loss. On May 27, I bought a Charvel Pro Mod San ***************-IV Bass listed as new for $661 plus taxes from ProAudiostar through Reverb. The bass arrived damaged in two areas, necessitating repairs costing $275. Photo evidence was provided to the seller and Reverb employees. My request for a partial refund was deceitfully denied by the seller. Efforts to resolve this through Reverb support were met with abrupt and unprofessional conduct by representatives ************, ****************, and **********, who repeatedly disconnected our chats without resolution. Furthermore, I discovered that my access to Reverb's customer support has been blocked, evidenced by IP log checks, which indicates a deliberate attempt to evade addressing my issue.This behavior is in ***** contrast to the promises made under Reverb's Buyer Protection policies and suggests a troubling disregard for customer rights and satisfaction. As such, I demand the following:Formal reprimands for the employees involved.A direct apology from these individuals and Reverb.A partial refund of $275 by close of business on June 8.Failure to meet these demands will lead me to pursue all available remedies, including chargebacks and legal action in compliance with Federal Consumer Protection laws. Documentation supporting all claims, including chat transcripts and repair quotes, is available and can be provided upon request.

  

  Business response

  06/14/2024

  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

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/22/2024 Order #******** confirmed.3/23/2024 Item drop-off, shipped 9-10 AM CST. ***** requests return less than 24hrs of order at 5:48 PM CST. ***** claims no need to open the package, refusing to have it verified. The seller (me) conditionally accepts the return as approval upon return. ***** asks for a return label through Reverb.3/25/2024 -6:07 PM CST buyer says item got delivered. ***** opened the package after claiming no need to, tried to assemble it after claiming a certified tech would and made (non-expert) opinions on it. All proven (to the buyer and Reverb) to be false. The buyer tried to mislead me on the item's authenticity.3/30/2024 Buyer is refunded in full, minus the amount due for return shipping cost. Item was delivered as described. Authentication was provided to the buyer and Reverb. ***** admits to NOT having a tech inspect it. Support specialist still tries to side with the buyer. I do NOT believe Reverb would honor their safe shipping insurance in this case.4/4/2024 Day 4 of the buyers dispute on the shipping cost, at 7:36 AM CST I request an update. ***At 12:20 PM CST Reverb emails me saying, Reverb has covered the cost of the refund and that no further action is required. This WOULD have been a proper solution for my issues. This is the only solution Im now requesting.***THEN at 9:00 PM CST -an email saying Reverb added $7056.75 in earnings to my Payout Balance? Reverb refuses to resolve this.4/14/2024 -7:12 PM CST Reverb emails me to say my account has been suspended. I can no longer access the payout balance. Reverb refuses to tell me what it is.Reverb now only wants payment for the full refund and to then notify them so my account can be deleted, NOT properly handle the payout.With all the delays, neglect, potential fraud, lies, etc. from their team, the ONLY proper solution now is for Reverb to correct my billing to reflect Reverb has covered the cost of the refund and no further action is required.

  

  Business response

  05/22/2024

  The seller of this order sold a counterfeit guitar body and it was returned for a full refund. The seller declined to follow policy and issue a full refund and withheld a refund amount from the buyer. Reverb covered the remainder of the refund as a one-time accommodation to cover selling fees and shipping costs that the seller withheld. At no point was the seller offer to be reimbursed for the counterfeit item sold on Reverb. For further questions please contact our support team. 

  Customer response

  05/22/2024

   
  Complaint: 21738273
  
  I am rejecting this response because:
  MORE LIES?? SERIOUSLY? I have submitted proof for the items authentication. I did with the original complaint as well. I've also provided it to Reverb and at NO POINT did ANYONE from Reverb ask for any proof or further evidence!! They have said in the past they have an "in house vintage expert" THEN request I have a local tech authenticate an item!!! I HAVE NO IDEA WHERE TO BELIEVE THEM ON ANY ISSUES. It is OBVIOUS Reverb is not looking into ALL THE DETAILS on this case or only trying to side in their favor. WHAT BUSINESS tells a customer that a "refund has been covered." Turns around and sends a payout for that order, then demands billing for the full refund?!?! AFTER also saying "NO FURTHER ACTION IS REQUIRED." -FURTHERMORE, the email I received, the screenshot email also included in this complaint, CLEARLY STATES that "Reverb has covered cover the cost of the refund" NOT - "Reverb covered the remainder of the refund as a one time accommodation..." This is just more of their lies, contradicting claims, trying to cover for their mistakes or weeks of delays. ALSO Reverb's return policy clearly states that the buyer is responsible for return shipping cost when the item is delivered as described. Reverb provided no evidence that it wasn't authentic. I provided significant proof that it was, to the buyer, to Reverb and now in the complaint. I WILL NOT CONTACT THEIR SUPPORT TEAM AGAIN - this is the type of issues their team continues to create and refuse to resolve. ***NOTICE - how NOTHING was mentioned, addressed, or resolved about the OVER $7000 payout balance THAT I CAN'T ACCESS on the account yet ********************** keeps demanding for me to pay back. THEY ARE REFUSING TO EVEN RESOLVE THAT!!! To make matters worse they want me to contact them AFTER paying this amount of money, that I never received, so my account deletion can be completed. NOT so the payout can be resolved. HOW does a support staff FAIL to resolve such a simple billing issue?????
  Sincerely,
  
  *************************

  

  Business response

  06/04/2024

  Thank you for following up. At no time did Reverb offer to cover this refund. The remainder of the refund was issued on the order due to you withholding part of the refund total. Reverb covered the remainder of the refund not the refund you issued for the order which you were responsible for. 

  Customer response

  06/05/2024

   
  Complaint: 21738273
  
  I am rejecting this response because:

  More lies. BBB, someone, anyone that can actually resolve this, please help. This business is refusing to provide any basic billing or account adjustments for errors created on their end. Please see the attached email from reverb clearly stating that "Reverb has covered the cost of the refund for Order #********" and that the email also clearly states that "No further action is require. Thank you for choosing Reverb." NOT what they are now trying claim AFTER receiving this email. I never once received any official notification or statement from Reverb detailing what they are now trying to claim, that only part of it had been covered by reverb?? This is just another lie or cover up for their mistake that they keep trying to push. Furthermore, where is the evidence for Reverb trying to claim that the item was a counterfeit??? I'm not paying your "Reverb protection" or "safe shipping" fees if you're gonna try to just say an item isn't real without any evidence to support it. I've submitted authentication/contact for the item.. why is Reverb still refusing to acknowledge it? Also note how this business is trying to push this accounting mistake on me now. -Refusing to acknowledge the over $7000 payout balance THAT I CAN'T ACCESS NOR PERSONALLY RECEIVED, yet they're stating that it was or somehow still is my responsibility to pay that back????? Reverb CLEARLY is not putting any good faith or effort into actually trying to get this resolved. Why would I pay back money that I never received or can't access, let alone an amount of funds that Reverb refuses to acknowledge? Their last response to my initial complaint had another lie or mistake made in it as well, I never withheld any amount for "seller fees?" Not sure where that came from, but okay? I can't comprehend how anyone on their "staff" can't just adjust the billing, removing the payout sent to my Reverb account, and be done with this issue. I can't access the account, been suspended from it, can't access said payout they are now trying to claim I was responsible for? This has been going on for weeks, if not months now. Please get it resolved. Now. Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Reverb Support Request #******* Amplifier was damaged during shipping. Contacted by buyer. Being over zealous I fully refunded the order before fully discussing a resolution. Now the buyer has both the amplifier and refund and is not responding. I have no problem with the partial refund. I cannot give the partial refund until this is resolved.Filed 05/09/24 Escalated on 05/11/24 Thank you for contacting Reverb Support -- Winedy here. I found your sale on Order # ******** for the Magnatone Student Model 118 5-Watt 1x12" Guitar Combo with 3" Tweeter. Thank you for letting us know about the issue, and Im sorry to hear about the trouble with your sale. Because the shipping label was purchased with Safe Shipping, Im going to open up a claim for you to be handled by Reverbs Resolutions Team. An assigned Resolutions Team agent will be reaching out to you and your buyer via your email address on file with us within 5 business days. If you have any questions about our process, please visit this *********** article. Thanks for your patience while we look into this for you!Today being 05/18/24 I HAVE NOT BEEN CONTACTED BY A RESOLUTIONS TEAM AGENT.I have followed Reverbs protocol. Everything has been done within Reverb.I have a buyer who has the amplifier AND the money he used to purchase it with.As a seller I have no issue with the buyer wanting a partial refund discussed through messages.The issue I have is that I have NO communication with the people who can move forward and resolve this!!!

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a registered Luthier/performer.I buy and sell musical instruments online.I registered with REVERB in 2018 with no complaints.I listed a mint 2089 Heritage Sweet 16 archtop guitar 05/02/24 and it sold for $3,750 on 05/06/24.The buyer paid for all associated costs and I was sent a shipping label to download and proceed with shipping.The measurements of the shipping were inaccurate so I requested an updated shipping label the same day, 05/06/24.My reputation as an honest and dependable buyer/seller is in jeopardy.REVERB is not responding to 10 days of inquiries regarding the status of this transaction.REVERB has not connected me with a living representative.All email messages, texts, and chats have ended abruptly with no resolution offered .The buyer and I have connected by phone and email and REVERB message to make a unilateral request for immediate action.The buyer has not received any response from REVERB.I request because of this unwarranted delay, REVERB immediately responds to our legitimate concerns and reduces the already exorbitant fees for their "Handling" of our transaction, provides the proper shipping label and contacts buyer and seller by phone and/or email with an apology and explanation.If that cannot be achieved immediately, we opt for an immediate return of my buyer's funds to facilitate a private transaction.

  

  Business response

  05/22/2024

  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

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A Reverb seller stated free 2-day shipping for merchandise. After purchase, I noticed that the item is shipping via regular **** ground (5-6 days, not 2). I contacted the seller and asked why they list free two-day shipping if they use regular **** Ground. The seller replied that they do not list free 2-day shipping; that Reverb.com does this, if the seller and buyer are regionally close to each other, as it will usually only take 2 days to travel. This is not free 2-Day shipping, but it is fraud. I contacted Reverb via their chat and they refused to deny this. How can Reverb offer free 2-day shipping on all of their "regionally close by" sales when they do not offer free 2-day shipping? This is fraud, and I would have brought my business elsewhere if I knew my purchase would ship regular **** Ground. I have screenshots, which show that Reverb is using fraudulent and deceptive marketing practices to sell items. This is not acceptable!

  

  Business response

  05/22/2024

  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.

*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. ↩