ComplaintsforAcoustic Sounds, Inc.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for a 4 vinyl set with Acoustic Sounds on May 10th in which the tracking no* ********************** showed was delivered on the 21st but it was not in my mail box or with the people at the front office when I checked. Order confirmation no. is 1119525. I called Acoustic Sounds and they said the vinyl liaison would be contact with me. When they emailed they said their investigation would take 21 days. That will not suffice. I want a full refund for an item I never received. There was no option for a signature and no picture of where the package was left was taken either.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i purchased 3 records via internet order on 1/25/24 at approx 9PM. the store has a same-day shipping policy, but i missed the deadline, so, as per store policy, my order was to be shipped friday 1/26. it was not. as of friday morning my order had still not been shipped. i spoke or emailed with personnel nearly every day asking about my order, and the answer thursday 2/1/24 was "it should ship tomorrow" when the policy was it was to be shipped a week ago. i spoke with matt again this morning and instructed him to overnight me the records that i receive them tomorrow 2/3/24. this was not done. i require full compensation in the form of full refund and no return of the records if they ever get here. they have wasted my time and willfully refused to cooperate every step of the way.

  Business response

  03/21/2024

  *** ****** placed an order on January 25th and due to an item being unable to be located at the warehouse it was not shipped until the next week. Unfortunately we were not informed of the missing item until after we sent an inquiry about it to inform the customer. Once the situation was informed of to the customer he demanded a full refund for the and still being able to keep the items. He was informed at that point we would be unable to do so and he wanted overnight shipping (this was on a Friday) we offered free 2 day shipping due to the item being delivered in the same time frame as if it were overnight. Finally he filed a ****** dispute while the items were in transit to him. To resolve the situation we redirected the items back to us, which we did receive, and refunded him via the dispute. 
  
  
  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a record from Acoustic Sounds, and it was defective. I asked for a replacement, and once I sent back the defective version, they sent a new one. The replacement was also defective, so I asked to return it again, this time for a full refund. They refunded the cost of the product but refused to refund the cost of shipping, saying it was a "service rendered." This is unacceptable. They sold me a defective product; the seller is at fault, period. Nowhere in the return policy on their website do they disclose that they won't refund shipping fees for defective products. I have never encountered this with another retailer. As of this writing, I am still advocating for a full refund. Their customer service has been absolutely terrible.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Business sold me a used item listed as new on their website. They refused to refund my payment whenI contacted them about the issue.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******, ******. Your inventory system is inadequate in that it allows one to place an order despite an item being sold out. More importantly, your staff does NOT send out emails alerting customers that orders will not be filled. I only discovered my last two orders were cancelled by entering my account. I was waiting for a shipment email and when I didn't receive it for about a week, finally checked my account. Lastly, with respect to the ************* box set, your company had many at various price points and could have sent me another copy due to your POS system inadequacies. Or, at the very least, notified me of the cancellation promptly so I could begin looking at my other options. Very unprofessional

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/07/21) */ We respect the customer's assertion that our inventory system needs improvement. We are addressing that currently and planning to roll out an improved system within the next two months. We wholeheartedly deny the customer's claim that he was left uninformed. In fact, we emailed him on June 28, 2022, informing him that he unfortunately would not be receiving his item and that it was no longer available for backorder. We understand that this news may have been unwelcome, but it is false to claim that we did not inform him. Furthermore, we answered his followup emails directly and promptly. To summarize, we'll accept that the customer may be dissatisfied with our inventory system. And we are working to improve it. But it is entirely unacceptable for us to be accused of not informing the customer. That is absolutely incorrect. Sincerely, Acoustic Sounds, Inc. Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contrary to the business' response, I received ZERO notification that order ****** was cancelled. In fact, when questioned about the order, Acoustic Sounds replied only to say that a "note was placed on your web order stating the item was no longer available and the order was cancelled." NO EMAIL WAS SENT. Just apologize, acknowledge an error and move on in a professional way. I did just discover an email (with no order number information included) about order ******. I assumed it was some advertising email as it included zero reference to my order number so I hadn't opened it. So, I guess informing the buyer of 1 of 2 cancellations is acceptable. With respect to the ************* box set there was NO notice, no offer of an alternative numbered copy of the box set, etc. BBB, the ************* box set was ordered July 1. Notice that Acoustic Sounds made no mention of a cancellation email being sent regarding that. They only mentioned a cancellation email from June 28. It's a shame the company is so defensive. And only partially accurate.

*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. ↩