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:04/21/2023

  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 was trying to sell my piano on their website. I found a buyer interested in purchasing. When I went to go through with the transaction they told me I had to pay a $200 deposit for account activation. I paid it and then after I paid it I still couldn't go through with the transaction as they said I had to pay another $1000 deposit. After a long back and forth I paid the $1000. Then after I paid the $1000 they told me that they had messed up the transaction and sent me an additional $2000 and for me to complete my transaction and receive the payout I had to pay another $2000 deposit. I have given them the information on the cards for the deposit. They stated that it hasn't gone through and that I must call the pre-paid card company. I did and the company informed me that I have Reverb themselves have to contact them as they will be the ones to register the cards. They are now refusing to contact the pre-paid card company and now have my $3200 and are refusing to complete the transaction.

  

  Business Response

  Date: 04/27/2023

  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.

• Initial Complaint

  Date:04/18/2023

  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.

  On Saturday am 4/15/2023, our Reverb account was hacked. Since Reverb doesn't have weekend customer support, the hackers gained access to our account, changed our banking info, changed prices of items and even messaged customers false information. As a result of this, several customers who had purchased expensive items had to wait to get their money back. Reverb did not take anything seriously and kept telling ** we needed to wait for them to investigate which could of course take 3-5 business days. They have zero phone support. This was all done via email only. Since having our account on hold, they caused ** to lose an entire week of sales. All of this could have been prevented if they had adequate customer support. As a small business, we rely on regular sale of products. I would advise anyone wanting to sell music gear to be aware of this serious lack of seller/customer support.

  

  Business Response

  Date: 04/27/2023

  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: 04/28/2023

   
  Complaint: 19951204
  
  I am rejecting this response because:

  Yes we know there is a ticket that has been open for almost 2 weeks during which time we were unable to sell our items. The problem is your handling of the entire situation. We will continue to pursue this complaint until Reverb as a company changes their policies on how to handle these situations. There should be 24/7 customer support. Phone support is a must for a company handling finances and sensitive customer information that was breached. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/05/2023

  Thank you for the feedback. I can pass this onto our supervisor team. If you need further, please contact our support staff. 

• Initial Complaint

  Date:04/12/2023

  Type:Delivery 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.

  Reverbs policy on refunding purchases that never shipped is totally inadequate. Reverb requires that a customer wait up to 8+ business days before a customer can be eligible for a refund that is owed to them. This includes 3 days for the seller to ship, one day for a refund request, and at 3-4 days (possibly more) for Reverb to investigate the issue. In my case, the issue is obvious and Reverb even admitted it. My order never shipped and the seller never responded to my attempts to message them. Reverb is the name on my credit card statement. It should automatically refund purchases that fall outside of the shipping window and recover costs from the seller. Instead, Reverb makes customers wait without funds while it investigates its own platform. This is unheard of online. I dont have a resolution. On 4-5-23, I purchased a guitar from an online seller for $386.99. This is a seller that Reverb promotes as a preferred seller and quick shipper. The seller had reached out to me with a deal based on an item in my wish list. When I paid for the item, there was no further activity. When I contacted Reverb after four business days per their policy, they said they would look into it and it could take 3-4 days or more. I responded that there was no investigation needed to refund my money. The situation is clear. I havent received a response from Reverb. They still have my $386.99 and make me wait for a refund. What value does Reverb offer when it doesnt quickly fix bad transactions? Customers are better off buying directly from 3rd party sellers websites. Credit cards protect their customers transactions much more vigorously than Reverb does.

  

  Business Response

  Date: 04/14/2023

  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: 04/17/2023

   
  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. The company refunded my purchase.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/12/2023

  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 had issues with receiving an item that was not in the condition described. I expressed the desire for a refund, according to their terms and conditions. It takes about 5 business days to get a response from their resolutions team. When they finally contacted me, I was asked how I wanted to proceed. Again, I told them that I wanted to process the refund. After 2 days I was told to email pictures of the original packaging, along with box dimensions and weight. I was told that when I emailed this information, a return label would be sent. I emailed the information, but the return label wasnt sent. The representative stated that Reverb was working with the seller to get the item repaired for the seller. So they were waiting for the seller to send a return address for a repair shop. Consequently, they want me to wait for the seller to find a repair shop, before they process my return. They are delaying my return, based on the seller finding a repair shop, and sending the address. We already have a return address for the seller, but they want to find a repair shop, and ship it to a repair shop. If they are repairing an item for the seller, that has nothing to do with me, and should not be the cause of delaying my return. The resolutions team promised a followup in 24hrs, and I didnt receive it. I contacted customer service, and the resolutions team reached out with another promise to send the return label, but no actual return label.I asked customer service to speak to a supervisor about the issues. However, whenever I asked for a supervisor, the agent ended the chat. This happened several times. Finally, one agent transferred me. I asked the supervisor if Reverbs normal procedure was to end a chat if a supervisor was requested, without explaining to the customer whether or not the request could be fulfilled. The supervisor refused to directly answer the question. After that supervisor ended the chat, anytime I try to contact them, the chat automatically ends.

  

  Business Response

  Date: 04/14/2023

  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: 04/17/2023

   
  Complaint: 19927531
  
  I am rejecting this response because:

  They didnt address my issues. If I were able to get all of my issues resolved with your support team, there would be no need for an interaction here.

  Judging by their responses to other disputes on BBB, I shouldnt have expected an actual response that related to my issue. How do they still have an A+ rating on this site?

  
  Sincerely,
  
  Gideon Tee

  

  Business Response

  Date: 04/21/2023

  Thanks for the feedback. I've contacted our support team and asked a Supervisor to review your situations. Our support team will be able to better address this issue and we're not able to provide a solution via the BBB portal. 

• Initial Complaint

  Date:04/08/2023

  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.

  On 4/7/2023 I placed an offer for a ****** guitar. The seller never responded so I made an offer on a Fender guitar with case...the seller accepted. Later (during the night) the seller of the ****** guitar accepted my offer. Too late, I had already agreed to buy the Fender. I have written the seller of the ****** twice explaining that I do not want his guitar and he has not responded or removed his guitar from my cart, therefore Reverb insists that I pay for BOTH guitars or I can not buy either (as a stand alone order)!!!I have spoken with Reverbs customer service reps 4 times today and got 3 responses (1) Its best to wait 48 hrs (2) Try messaging the seller (I have! Twice with no response) and (3) my complaint has been passed to the Supervisor and I need to wait until the Supervisor emails me which could take some time!All I want is to pay for the Fender (by itself...no other guitar included)!I have NEVER seen such stupoidity and incompetence in a customer service department ever before! Thanks to this ridiculous lack of authority and responsibility I have probably lost the guitar I wanted. I will NEVER shop Reverb again and God as my witness I will tell everyone who asks me about buying from them how I was treated!

  

  Business Response

  Date: 04/12/2023

  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.

• Initial Complaint

  Date:04/06/2023

  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 recently sold an item on Reverb.com. in my listing, it was clearly stated the item can only be returned if it is damaged or different from the item in the photo.The buyer demanded a full refund because he tried it for a few hours, and despite it working perfectly, he didn't like it. I explained this was not a reason to return the item.The buyet engaged Reverb.com resolution center who emailed me to honor my return policy. I asked Reverb.com to give me a phone call but zero(!) response. I sent emails with screenshots of the listing, still no reply. Despite me trying to resolve the situation and communicate with Reverb, they simply generated a return label for the buyer and informed me to issue a full refund within 24hrs. This is without even hearing my side of the story, making someone available on the phone, or replying to MY emails.Said item is now on its way back to me, however I will instruct *** to sent it back to sender. This is an extremely poor way to attempt to resolve an issue and ignore any and all evidence I have provided why the return is not justified.Reverb.com does not have a phone number and relies on bots for their live chat.

  

  Business Response

  Date: 04/12/2023

  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: 04/15/2023

   
  Complaint: 19905187
  
  I am rejecting this response because:

  After Reverb representative, ****, scheduled a phone call with me, the conversation went in circles. I was unable to adequately communicate my side of the story and was interrupted, cut off, and talked over a lot. To summarize the core issue:

  - I sold the item and buyer contacted me he had tried the item, but "did not like it" and demanded a refund

  - I explained to buyer that this is not a valid reason for return, since item was received in working order and as pictured in the listed. 

  - Buyer then stated he had returned two of the same items before buying mine, and subsequently accused me of fraud, stating (falsely) I had edited the listing

  - Reverb then unilaterally - without hearing my side of the story or responding to my emails showing the original listed - refunded the Buyer and notified me the item was on its way back to me, and demanded I pay the refund within 24 hours

  - I responded by email, stating I would not accept the item, and had *** return it to sender.

  - Reverb then attempted to withdraw the funds from my bank account, which failed

  - **** (Reverb's representative) then escalated the issue and I received an email from his supervisor, stating they reviewed my listing and returned the item to me.

  - His supervisor also stated that listings CANNOT BE EDITED once an items sells. Which only furthers my standpoint that I indeed NOT edit the listed and the original listed (as attached in the communications with BBB and Reverb) clearly show the "Item cannot be return unless damaged or received other than photographed".

  - Reverb then yet again shipped the item to me, which I have (again) returned to Reverb

  - Reverb has now placed my account "under review".

  It should be added that there is clearly a difference of opinion, and I believe I am right to reject issuing a refund. Thus far, Reverb has failed to recognize and validate my perspective, which given the attached documentation is not only reasonable, but also understandably correct. 

  Reverb has every opportunity to satisfy both Buyer and Seller (me) in this matter.  Given the attached evidence, it is not unreasonable for Reverb to list the item - on their website that is their business model - themselves.

   

  ATTACHMENTS ADDED ON 4/15/2023:

  1. Completely email conversation with Reverb's resolution center

  2. Printout of the original listing of the disputed item, showing return policy for that item.

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

  

  Business Response

  Date: 04/21/2023

  Thank you for your detailed follow up. We are unable to assist further via the BBB Portal. We insist you continue to work with our support staff towards a resolution. 

  Customer Answer

  Date: 04/21/2023

   
  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, since Reverb.com has provided an acceptable solution through their resolutions department.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/30/2023

  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.

  In 2019, Reverb.com decided that the high quality multiple images I posted to sell four pieces of DJ gear were not up to their standards. They suspended my account and, as a result, I was unable to edit or remove the listings. The gear sold elsewhere because the suspension status prevented anyone from buying my gear. In March of 2023, I just learned that the account was still suspended when I was blocked from buying an item on Reverb.com. That attempted purchase genereated the same automated and useless email only "customer service" from the "Marketplace Integrity Specialist." The problem with Reverb.com is that there is actually no real customer service, no real humans to deal with, no effective meand to resolve any problem - a common thread in all of the BBB complaints. As such, the customer is a victim of the lack of integrity in the marketplace at the hands of Reverb.com. Being deined a real option to address issues occuring during commerce is a violation of many laws at the state, federal and international level. Somebody needs to hold Reverb.com's feet to the fire and demand it immediately institute actual customer service, provide acutal contact information and ultimately - be the interigty it demands...but only of those using the website. This company is slippery, deceptive, arrogant, and is outsided the scope of a legitimate business on many levels.

  

  Business Response

  Date: 04/05/2023

  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: 04/07/2023

   
  Complaint: 19872099
  
  I am rejecting this response because: the company continues since 2019 to blame me for the problem when the reality is that Reverb is responsible because they offer no actual customer service, electing to hide behind the internet and email - and never using full names or providing any real contact information. I tried to get them to take responsibility by providing them a list of emails - several in 2019 and several in 2023 - showing that *************** to them. But they continue to say I am not responsive. That is, in fact, their answer here - that they are waiting for me to get back to them. I have - many times over years. Reverb is a disreputable company that does not care about customers, integrity, reality, or truth. They care about taking commissions on used equipment sales (even those that go bad and cause people to be ripped off) without any regard. DO NOT DO BUSINESS WITH REVERB (owned by Etsy)
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/12/2023

  Thank you for your feedback. We appreciate you passion for using the platform. Our support team will be able to assist you with any questions you have. If you've spoken to them, we appreciate your understanding with how your account status was determined. Thank you for your time. 

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19872099
  
  I am rejecting this response because: it is a load of horse manure. Once again, Reverb CANNOT take responsibility for the REALITY that I have all the copies of my emails RESPONDING to Reverb in 2019 and all the screen shots of all the pictures and ad copy. Even telling Reverb I have this - more than once - is insufficient for them to state the HONEST TRUTH: "We suspended your account because of blurry pictures but when you upsted all of them, we never got back to you to reinstate your account. We are responsible for this - not you, the customer," or something VERY similar.

  Instead, the children at Reverb offer this: "Thank you for your feedback. We appreciate you passion for using the platform. Our support team will be able to assist you with any questions you have. If you've spoken to them, we appreciate your understanding with how your account status was determined. Thank you for your time." Sheer pablum. Barely placating and lacking any personal responsibility or actual customer service. Just more childness, to the effect of: WE AT REVERB INSIST WE ARE RIGHT EVEN THOUGH YOU HAVE PROOF THAT WE ARE NOT, BUT WE'RE NOT BACKING DOWN BECAUSE WE DON'T GIVE A FLYING RATS TUCAS ABOUT OUR CUSTOMERS, HONESTY, INTEGRITY AND FAIR DEALING.

  Reverb is a menace in the marketplace. Customers, buyers and sellers alike, should boycott and avoid Reverb at all costs, as they are deceptive and operating what ****** is a sham.

  How about you have your CEO give me a call, Reverb? I have sent him my phone number to his VALID private and corporate emails (the internet is a wonderful tool) but he, like the remainder of the ReverbRetards is afraid to take responsiblity.

  Run, do not walk away from this dispicible and unprofessional company.

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

  

  Business Response

  Date: 04/21/2023

  Thanks for the feedback. Details about your account standing have been sent to you via email. We will no longer be able to assist via the BBB portal. 

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19872099
  
  I am rejecting this response because: Reverb.com CANNOT FACE REALITY and ADMIT that the issue since 2019 is that REVERB FAILED TO GET BACK TO ME WHEN I COMPLIED WITH THEIR REQUEST FOR UPDATED PICTURES and I have ***** of my emails from 2019 to Reverb essentially begging them to get back to me. Instead, Reverb suspended my account beginning in 2019 and continuing into 2023 WITHOUT EVER OFFERING ANY ACTUAL CUSTOMER SERVICE, WITHOUT ACCEPTING THEIR FAULT, WITHOUT APPOLOGY FOR CONTINUING TO BLAME ME, AND WITHOUT ANY REGARD FOR INTEGRITY, HONESTY AND FAIR DEALING IN THE MARKETPLACE. Reverb is a menace to the global marketplace and should be fully investigated by the ************************ (whom I have notified of Reverb's actions). Customers should cease doing business with Reverb, as it is clearly operating a sham business. Everybody having a complaint at Reverb should also report it to the *** and their state Attorney General. With any luck, there will be sufficient customer complaints to either put them out of business or force them to change their unethical, if not illegal, business practices.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/25/2023

  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.

  I sold a guitar amp on Reverb.com and after fees I am owed almost $1600. Reverb says they paid directly to my bank account which is directly linked as this is not my first sale. No such payment was made and that was confirmed with my bank, ***** Fargo. Reverb says they paid me March 16, 2023. It is now March 25, 2023. I cannot get anyone on live chat or phone. Only what appears to be an automated email response saying it takes 1-3 business days after the tracking number has posted. That was 9 days ago. Now Im out my guitar amp and the money. I sold my amp due to a financial hardship and needed that money asap. I have $55 to my name and a 6 year old to raise. I need resolve and I dont know how to get it.

  

  Business Response

  Date: 03/29/2023

  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: 03/31/2023

   
  Complaint: 19853188
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************* I have tried daily to resolve this matter. My bank never received funds so they cant return funds to Reverb in order to re-send my payment. I have used this account before on Reverb and it is a valid and active account. I cant talk to a person on the phone. Only a chat, and I get a different person every time and they tell me to wait 1-3 business days to see if anything happens. They owe me $1594.00!!!!!!!! I want my money!!!!!

  

  Business Response

  Date: 04/05/2023

  Thank you for providing me this update. I'm unable to assist further through the BBB. We recommend continuing to work with our support team who will help to determine the next steps for you to receive your payment. 

• Initial Complaint

  Date:03/24/2023

  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.

  On 2/23 I ordered an electric piano on the site at a cost of several thousand dollars. It arrived on 3/8, packed very poorly and damaged beyond usability or repair. The seller filed a claim with the freight company (hereafter **). On 3/9 I messaged the seller that I would like a refund right away, since it's unfair for my money to be tied up while he tries to resolve issues with the *** The seller approved my refund request contingent on my sending the unit back, then told me not to do anything. I opened a support request. On 3/11, the ** left a message on my phone. On 3/13, the seller said I need to follow up with the **, that they would probably pick up the ** and return it, and I would get a refund. I called the ** that same day and provided what they asked for. They said they would notify the original shipper of the results. On 3/14 I was notified by the ** that the results were communicated to the shipper. I relayed this to the seller. When I did not hear back, I messaged the Reverb resolutions agent on 3/16 asking that my refund be processed. He answered that the claim with the ** was still in progress. On 3/21, I emailed him asking how I could escalate my case. On 3/22, when I had not received an answer, I attempted to use the support chat feature to get help, to no avail. The resolutions agent finally responded but did not answer my concerns. 3/23: Reverb says the ** must be returned. I say they must send someone to pick it up and pack it, as this is not my responsibility. The seller agrees, but the Reverb resolutions agent refuses. It has now been a month since I ordered the **. The seller has my money, but have nothing. I'm expected to incur additional expenses in time and money to pack and ship a large, heavy, broken ** before I can get a refund. I should have gotten a refund immediately, and if the seller wants the broken ** back, packing and transporting it should be his responsibility. I am not party to any dispute he has with the shipper or ***

  

  Business Response

  Date: 03/29/2023

  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: 03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ response doesn't really say anything substantial, and it would be of no help at all, except that the Reverb seller took the initiative and refunded my money. So the business didn't solve the problem, but the seller stepped up and solved it for them.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/20/2023

  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 listed and sold an Antelope ************* Discrete 8 Order #******** to *************************** on December 27, 2022. Per tracking number ********************** the item was delivered on January 3, 2023. ********************** contacted me on February 3, 2023, to inform me of an issue with the *** display. Although this was past my 7 day shop policy, I wanted to assist **********************, so I agreed to have the item repaired, and he would have to pay for the shipping. ********************** shipped the item back to me as agreed, yet once I received the item Reverb issued him a refund and is holding my account for review, as well as requesting me to pay for a refund that I never agreed to.***** to agreeing to have the item repaired, I spoke to several Reverb representatives via email and phone and they all agreed that I was not liable for a refund because he did not follow My Shop Policy and their Reverb Company Policy. Nevertheless, Reverb issued him a refund anyway. Now my account is on hold and I had to cancel several sales.

  

  Business Response

  Date: 03/22/2023

  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.