ComplaintsforBJ Guitars

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a guitar from Justin through his Etsy shop, totaling $430.00. This was a birthday gift for my son and placed the order just in time to arrive the week of his birthday. The guitar arrived on Monday 9-26-22 and his birthday is this Friday. 9-30-22. The guitar arrived broken/damaged. I reached out to Justin, and he agreed to refund shipping so that I can ship the guitar back and he would then custom make another one and resend. Since this was a gift that I need for this week, I decided that wouldn't be an option for me and requested shipping refund as well as refund for damages to the guitar. He declined and said he can't refund me for the item unless I send it back, I requested partial refund along with refund for shipping and he declined as well. I don't believe it's fair to have purchased a brand-new guitar which arrived broken, and I have to be charged full cost regardless.

  Business response

  11/02/2022

  Business Response /* (1000, 8, 2022/10/11) */ ***Document Attached*** Buyer contacted me and told me that item was damaged. I immediately apologized and offered to send her a new guitar. She declined that offer. I offered to give her a refund plus refund her money for any shipping charges to ship the item back to me. She declined that offer as well. Buyer demanded that she keep the guitar AND get a refund. I clearly state on my page (which I have attached) that due to the custom-made nature of the items, I do not accept returns or refunds, only exchanges if item is damaged. I do not offer refunds until the guitar is shipped back to me in the same condition as it was sold. My page also states that buyer is responsible for shipping charges back to me. I am willing to pay for shipping back to me and, just like any other company, I will not offer a refund until I get the item returned back to me. Buyer then lied on her review and said that I declined to give her a refund or pay for any shipping. I then went against my policy and paid $75 for a shipping label (see attachment) so she could send the guitar back to me are no cost to her, even getting USPS to COME TO HER HOUSE TO PICK IT UP so she wouldn't even have to make the trip to the post office, and she did not send it back. Again, I am willing to give a refund WHEN ITEM IS RETURNED. I have never bought ANYTHING from any store where I went back to the store and asked for my money back but was able to keep the item. Please review the conversation I had with the buyer where it is clearly stated that I will refund her when she sends item back or I will send her a new guitar once she sends the damaged one back. Consumer Response /* (3000, 10, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not once did I lie on my review. Calling a customer, a liar because you don't agree with it is narcissistic. I have had plenty of companies offer refunds etc. for damaged products or issues with orders. It's called customer service. But instead, I get called a liar. Business Response /* (4000, 12, 2022/10/13) */ I will gladly refund your money when you send the item back to me. I even sent you a shipping label that I paid for. I would also be happy to send a new guitar to you instead of a refund. Stick to the issue at hand, Ms. Avina, instead of calling me narcissistic. I have been selling these guitars since 2005 and have made sure every customer is satisfied, and NO ONE in 17 years has expected to keep the guitar and get a refund. Send the guitar back and get your refund OR send the guitar back and get a replacement. IT'S THAT EASY. Business Response /* (1000, 15, 2022/10/13) */ ***Document Attached*** Your review says that I "wouldn't issue a refund other than shipping", but IMMEDIATELY I offered a refund once you sent the guitar back. So, your review was not accurate or true therefore a "lie". Please highlight ANYWHERE when I called you a "liar" because all of the screenshots I have, I can't seem to find that. Business Response /* (1000, 18, 2022/10/14) */ ***Document Attached*** Buyer opened a case with Etsy in attempt to be refunded. After reviewing the case, Etsy has closed the case and I did not have to refund the money, nor was I penalized for any alleged wrongdoing. Their correspondence is attached.

*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. ↩