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:08/11/2023

  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 was trying to sell an instrument on Reverb.com; the site kept telling me to purchase prepaid gift cards for different *************** them photos. I found this very suspicious & decided to cancel my sale. I hade already sent a$200 giftcard. So I asked for a refund for my gift card. Now they are refunding me $4500 and expect me to split that money into prepaid gift cards and mail them to the company so then they can disperse them to other customers. I just want my $200 & to be done with them. I have over 50 emails back-and-forth with this company. I just want my money back.

  

  Business Response

  Date: 08/14/2023

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. Please open a support ticket with our team, we will follow up there so we can best assist you moving forward. ******************************************************************-We-re-here-to-help

   

• Initial Complaint

  Date:08/08/2023

  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.

  Ordered a guitar on June 24th, it was returned to the seller on July 3rd as ***** noticed the item was damaged. Here we are August 8th and no refund of our $718.00. **************** keep dropping the online chat!

  

  Business Response

  Date: 08/14/2023

  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. According to our records, the order has been refunded on July 24th. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20441811
  
  I am rejecting this response because: we have not received the money and you are not responding to any of my emails now. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/18/2023

  After review, a chargeback was filed against Reverb and we have accepted the chargeback with the bank. For more information on how the dispute you opened with your bank will be resolved, please contact your bank. 

• Initial Complaint

  Date:08/08/2023

  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 cannot get into my account cause it is Your account has been suspended.Here at Reverb we believe in building a community of truly committed buyers and sellers. Unfortunately, your account has been suspended due to violation of our Terms of Service or suspicious activity. I have not done non of this!

  

  Business Response

  Date: 08/14/2023

  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: 08/22/2023

   
  Complaint: 20441371
  
  I am rejecting this response because:
  Ok, I see that but  It says nothing about getting a solution from a defective product sold on their site. As I said before they have cut access to their site this is what I get when I go there and the last correspondence I had from Reverb was
  Refund denied for Order #******** - ****** MG10/2 2000's - Blue
  Hi ******* ,
  Your request for a refund has been denied by the seller.
   
  Note from seller: You had 7 days to ask for a refund when item was shipped according to Reverb policy.. I am not not giving you a refund.. Feel free to read what Reverb policies here *************************************************************************************************
   
  Your account has been suspended.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/30/2023

  Thank you for following up and providing that material. Reverb offers a 7 day protection window and we ask that any issues with an order be reported in that time frame. In this case, a chargeback was filed against Reverb on this order and our support team attempted to contact you to resolve the matter. I've let our supervisor team know you've contacted back about this order and someone will review and follow up. 

  Customer Answer

  Date: 08/30/2023

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

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20441371
  
  I am rejecting this response because:

  hello;
  Do I need to file another complaint, because nothing was resolved by Reverb, they absolutely didn't do a thing concerning my refund.
  Thank  You

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

  

  Business Response

  Date: 10/05/2023

  Thanks for following up. Please contact our support team for more information about your account status. 

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20441371
  
  I am rejecting this response because:
  Reverb is not going to do anything about my refund. 
  
  Hey *******,
  We already stated from our last email that we cannot take further action in this matter as this is already outside Reverb protection.
  Thank you for your understanding.
  Best,
  ******************** | Payments Support
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2023

  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.

  Reverb is on online company that allows for the selling and purchasing of musical instruments. On July 15, 2023, I sold a guitar order number ********. As the seller, Reverb offers a shipping service that includes insurance if the product is damaged during the shipping. I purchased this insurance through Reverb to protect myself and the buyer in the event the guitar was damaged. The buyer received the guitar and reported that it was damaged during shipping. Reverb offered to compensate him for the damage, but the buyer refused and requested a full refund. Reverb is sending the damaged guitar back to me and I must provide a full refund to the buyer. Now I will have to pay to have the guitar repaired and will have to resell it it a lower price because it is damaged. Reverb is offering to pay for the repairs, but the guitar will never be as good as it was. I purchased the insurance to protect me and I am being punished. They do not have a phone number listed and the only way to communicate with them is by email. My requests to speak to someone have been denied. I would like Reverb to refund me the $1415.00 that I being forced to refund the buyer. Attached are pics showing the guitar was packaged properly.

  

  Business Response

  Date: 08/03/2023

  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: 08/11/2023

   
  Complaint: 20414801
  
  I am rejecting this response because:
  I am not satisfied with this response. Reverb didnt actually respond to your request and have not resolved it with me. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/14/2023

  Hi *****,

  Thank you for letting us know about your request not being resolved. Please follow up with our Resolutions Team if you require additional assistance -- your assigned agent has provided a link to schedule a phone call if you wish to do so. When purchasing Safe Shipping, Reverb will assist with determining if an item can be repaired and may provide an estimated repair cost based on previous repairs weve covered. Reverb reserves the right to cover the cost of repairs when the cost of damages does not exceed the value of the item. You can read our Safe Shipping guidelines here: *************************************************************************************************************************

   

• Initial Complaint

  Date:08/01/2023

  Type:Customer Service 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 had an issue with an order and contacted reverbs help center which is a bs chat system and you cannot contact someone aside from that. I reached out and told them that there was a glitch and they were supposed to handle this which they did not. This caused my account to go into review where im unable to buy or sell anything nor message or contact anyone I had buisness started with. They kept saying there was an email sent to my account which there was not and i sent multiple emails to help trying to get thru and the automated chat keeps saying customer service people cannot talk about account that are suspended meanwhile ive lost hundreds if not thousands of dollars, they screwed up my buisness and have done nothing to respond to me. My son opens up an account and they do the same to him. This is ourright harassment and ive lost face in the community now that multiple orders went unfilled and I made arrangements to buy product that it wouldnt let me complete.

  

  Business Response

  Date: 08/03/2023

  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: 08/04/2023

   
  Complaint: 20408261
  
  I am rejecting this response because: I have emailed and still zero response. I don't feel they wanna work with me or have real capacity to deal with the issues they receive on a daily basis. I have been emailed on a complaint I sent a week ago but nothing on the email that sent me here or there after. I have multiple emails and still ZERO responses. I'm losing money everyday and have had to shutter my buisness because of the harassment and neglence. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/14/2023

  Hi there,

  We have notified our Support Team to reply to your open request. Thank you for your patience and have a good day. 

• Initial Complaint

  Date:07/26/2023

  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 purchased an item from them on 6/24/23. The item was damaged prior to shipping and the seller acknowledged this in messages between *** filed a case for a return that was deemed valid by their staff due to my complaintsI sent the item back per their instructions and shipping label they provided.Their own policy states that after *********************************************************************************************************** emails at allI want my refund that is due according to their own policy,but I just keep getting nothing

  

  Business Response

  Date: 07/26/2023

  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: 07/26/2023

   
  Complaint: 20377682
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/27/2023

  I purchased an item on 6/24..I filed for a return 2 days latertheir policy states that 48 hours after the return of said item a refund will be issuedit is July 27th and I still have not received my refund after being told by several members of their staff that a refund was coming but nothing yet and every time I message them I get the management shuffle..just passed along to the next agent who does nothing..I have every email from them proving what Im saying is true 

  

  Business Response

  Date: 08/03/2023

  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:07/25/2023

  Type:Customer Service 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 am writing to file a formal complaint against Reverb regarding the suspension of my account on *********************** The suspension occurred on 12/2022, and I believe it was done without any valid reason or explanation. However, after the completion of two orders, I was shocked to find my account suspended without any prior warning or communication from Reverb. Upon reaching out to their customer support for clarification, I was met with an unhelpful response stating, "We can provide no further information or responses regarding the suspension."As a customer, I have the right to know the reasons behind the suspension of my account. The lack of transparency in this matter is deeply concerning and raises questions about Reverb's commitment to fair and ethical business practices.I request that the Better Business Bureau (BBB) thoroughly investigate this issue and intervene on my behalf to ensure the following:1. A detailed explanation for the suspension of my account with clear evidence of any wrongdoing or violation of their policies, if applicable.2. If there were no legitimate reasons for the suspension, I demand an immediate reinstatement of my account with an apology for the inconvenience caused.3. Reverb must establish clear guidelines and procedures for account suspension, ensuring that customers are duly informed about the reasons and given an opportunity to rectify any potential mistakes before suspension.4. A commitment from Reverb to improve their customer support and communication practices to ensure better service for all users.I have been a loyal customer of ********************** and trusted their platform for my musical instrument needs. However, this incident has severely damaged my trust in their services. I believe that every customer deserves fair treatment, and I hope that the BBB can help address this matter promptly.I appreciate your attention to this matter and look forward to a timely resolution.Sincerely,

  

  Business Response

  Date: 07/26/2023

  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: 07/27/2023

   
  Complaint: 20375689
  
  I am rejecting this response because:

  
  Over the past weeks, I have submitted two support tickets requesting information about the reason behind the account suspension. However, in response to both inquiries, I have received the same reply: "We will be providing no additional information regarding this suspension."
  
  I understand that there might be valid reasons for the suspension, and I respect your company's policies and guidelines. However, the lack of specific information or any explanation has left me feeling confused and unsure about the situation.
  
  As a long-standing and loyal customer, I believe I deserve some transparency and clarity about the actions that led to the suspension. This would enable me to understand any potential mistakes and take corrective measures, if necessary, to prevent such issues in the future.
  
  I kindly request that you reconsider your stance and provide me with at least some general information about the cause of the account suspension. I am eager to cooperate and find a resolution to this matter.
  
  I truly appreciate your attention to this concern and hope to receive a more informative response this time. Thank you for your understanding.
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/03/2023

  We will not discuss your account status further here. All decisions here are final. If Reverb chooses to change their decision about your account, you'll be notified via email. 

  Customer Answer

  Date: 08/07/2023

   
  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:07/19/2023

  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.

  Reverb is a site where musicians buy and sell gear. As a seller, there an absorbent amount of emphasis placed on your star-based feedback rating.I sold a drum to a buyer. Before shipping it off, I took it apart and thoroughly cleaned it. When the buyer received the drum, it was still wet. This prompted the buyer to give me a 1-star feedback rating, on my otherwise 5-star rating, which I rely on to keep trust with potential buyers. I first apologized to this buyer, explaining what I think happened (it was wet from cleaning). I then offered a 100% refund, and asked him to ship the drum back to me to resolve the issue. He refused, and told me he wanted to keep the drum. In 4 email correspondences with Reverb, I was told that there was nothing I could do. I am now stuck with this negative feedback (the buyer actually warned other buyers to avoid buying from me), even after exhausting all efforts to resolve the buyers apparent issue with the product (again, that wants to KEEP). Reverb slants the risk in each transaction to the seller, and encourages buyers to take feedback ratings seriously. As a seller, I should have more power fighting what is written about me. I would like this feedback taken down, as I have tried to resolve this matter with an unreasonable buyer.

  

  Business Response

  Date: 07/26/2023

  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: 07/26/2023

   
  Complaint: 20348038
  
  I am rejecting this response because:
  My issue was not addressed by the company.   The wet product does not justify the extent of the inflammatory feedback.  Im left with a feedback warning customers to avoid avoid avoid.  I tried several times to resolve the situation by offering a 100 percent refund for the product, which the buyer was insistent on keeping because he liked it.  He claimed it was wet, which I told was probably because I cleaned it for him before shipping.  THERE WAS NO PERMANENT DAMAGE TO THE PRODUCT. 
  This company consistently encourages buyers to read sellers feedback, but does nothing to protect sellers from unjust feedback.  
  Once again, I would rather have lost this sale and have given a full refund rather than have been stuck with this feedback, but I was not given that option by the neither the buyer nor Reverb.  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/03/2023

  Thank you for following up. Please contact our support team for further questions about how feedback is handled on Reverb. You can find more information you can visit out Terms of Service. 
  
  *********************************************************************************(H)%20Feedback%3A%20REVERB%20WILL,ARE%20NOT%20ELIGIBLE%20FOR%20FEEDBACK.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20348038
  
  I am rejecting this response because:
  Since this complaint has been filed, Reverb has given an automated response, and not dealt directly with my issue.  
  

  The buyer has an item that is in as-advertised condition, is happy with it (would not return it AT MY REQUEST), and I am stuck with a negative feedback tell potential customers to AVOID AVOID AVOID. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/14/2023

  Hi ***,

  We apologize for the inconvenience here. Reverb cannot change feedback without the user's permission unless it violates our terms & conditions. 

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 20348038
  
  I am rejecting this response because:
  Aside from all my original emails, this person is ruining sellers feedbacks unnecessarily.  This is being aloud by reverb.  I want my feedback removed, as it is proven to be a habitual behavior from the buyer. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/21/2023

  Thanks for following up. Feedback is not adjusted or modified by Reverb. If you have questions about how we can help with your shops feedback, please contact our support team. 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20348038
  
  I am rejecting this response because:
  The last statement by Reverb is completely incorrect.  I have had a feedback removed in the past from a buyer.  That process originated through the Better Business Bureau, and can be authenticated.  
  

  I would this feedback removed from my profile, as it does not depict the item sent, and inappropriately warns potential buyers. 
    This is a pattern of behavior from the seller, which goes against the businesss rules and regulations, 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/25/2023

  Thanks for getting back to us. Each case is handled on a case-by-case basis. If you've recieved low feedback, we recommend visiting this help center article. 
  
  ***************************************************************************************************************
  
  From our Terms of Service - *********************************************************************************
  
  (H) Feedback: REVERB WILL NOT AMEND, ALTER OR OTHERWISE CHANGE FEEDBACK LEFT BETWEEN USERS UNLESS THE CONTENT IS FALSE, UNREASONABLY INFLAMMATORY OR OTHERWISE IN VIOLATION OF REVERB POLICIES AS DETERMINED BY REVERB IN ITS SOLE DISCRETION. FULLY REFUNDED ORDERS ARE NOT ELIGIBLE FOR FEEDBACK.
  
  If you would like our team to review, please use our chat feature on the home page and we'd be happy to take a look. 

• Initial Complaint

  Date:07/19/2023

  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 was overcharged for an item due to paying for it with the wrong button. The full price I paid was $615 ** and the agreed upon price with the seller was $539 USD The seller is only in a position to refund $10 as they were only sent $549.The chat and support at Reverb is non existent. I cant even get anyone to understand the issue let alone solve it.The attached shows CAD not USD but

  

  Business Response

  Date: 07/19/2023

  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 Answer

  Date: 07/19/2023

   
  Complaint: 20344593
  
  I am rejecting this response because:
  The open support ticket excuse is a stall.

  1. I have 12 separate chat dialogues with them, all have been unilaterally terminated by them with a polite - we have an open support ticket we will be in touch in ***** hrs.  It has been well over a week.
  

  2.  Separate from this complaint, I had requested a call back, set up a call through their own Calendy interface for today at 3:45 and they never called.

  3. I reached out via their social media today as well and the social media person said she would escalate my is*** to the senior management in support and guaranteed a call by 5 - and that call never happened.

  This company seems to be a scam.  I am next going to file a CC reversal and *** them in small claims, they can fly someone to ****** of get a judgement with interest for the full guitar cost - this is ridiculous that they can brush you off with that same disingenuous boilerplate response.
  
  Try getting ANY response from them other than a unilateral one like they gave you that terminates a back and forth dialogue

   

  Ed 

   

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

  

  Business Response

  Date: 07/26/2023

  Thanks for following up. We want to help find a resolution. We cannot due that via the BBB portal. I've let our supervisor team know you've contacted. Please continue working with our support team and we'll help find a solution. 

• Initial Complaint

  Date:07/13/2023

  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.

  Reverb owes me over $773 for a an item that I sold and has not processed the payment to my bank. The item has been received by the buyer as shown by tracking information.

  

  Business Response

  Date: 07/14/2023

  Thank you for contacting us through the BBB. I was not able to find an account using the information provided. We're not able to assist with your request via the BBB. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.