ComplaintsforThe STRATosphere

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Shipment delivered missing a part. I have contacted The Stratosphere 5 times over the last two weeks. I received one reply from Christine asking me to search the packaging for the missing item, which I have done a number of times to triple check. The Fender American Professional II Tremolo Arm was not included in the shipment, but was part of the website photo displaying the Body + Hardware purchase I made with the company. The cream plastic arm tip was included, and was enclosed in it's own small plastic bag. I have not heard anything more from Christine or others at the company.

  Business response

  01/18/2023

  (Business indicated to BBB that complaint was resolved with consumer)

  Customer response

  01/18/2023

  
  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 has replied to me, apologised, and provided tracking details of a shipment containing my missing item.
  
  I am happy for my complaint to be withdrawn now.
  
  Thank you very much for your assistance.
  
  Kind Regards
  ******* *******
  

  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I asked by email four times or more to this company to cancel my order, order number is ****60 they have never answered my emails, what is more suspicious is that they cancel their phone, not sure if they are in vacation, sick or they are getting out of business, also I am worry because I just made a big purchase or two new orders that I need it to be ship to my home, Your order number is 12****, and order *****8 and I paid them already, I am very concern because this never happened before and I want my merchandise that I paid for to be deliver... Is a very upsetting situation that ruin the image and reputation of of this business and want every one to be aware of, the phone you have listed it has been disconnected, not sure what is going on, I really would like these two orders placed to be deliver, Thank you so much vr **** ********

  Business response

  08/19/2022

  We have assisted the customer per the attached screenshot. We were told that they had a positive experience and would be posting a 5 star rating so this is a bit of a surprise

  Customer response

  08/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17679527, and find that this resolution is satisfactory to me.  Thank you, I apologize for teh inconvenience please delete this complaint, I had no idea they had a bad email, I thought they were in vacation, they were all over I am glad they are well, may God bless them, Thhank you again, 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 23rd I made an order from them for 399.99 worth of guitar parts on order number 117218. I e-mailed on May 1st before the order had even arrived telling them I would like to already process a return due to medical issues in my house that suddenly came up and never received an answer. After not hearing anything for 2 weeks I wanted to reach out again so I went to their "Contact Us" section of their website which does not have a phone number, only an empty form that you could reference issues or order numbers on. I again told them the situation and referenced the same order number - 117218. I was also never contacted again, so it was impossible for me to return these within the allocated return period which is 45 days. I finally got angry enough to contact them directly on Social Media over this on this past Thursday and informed them this was the THIRD time I was reaching out to them about this and wanting this to be resolved because how can a customer process a return when the item is not on their account to initiate it and nobody will return an e-mail or request for help? They have not answered. I also did not want to risk sending back the parts via mail without having them respond first in the off chance I sent back 400 dollars worth of parts and then they claimed they never got it and then I'm out the money and the parts... all because they do not communicate with their customers or respond to their requests for help. I want a full refund including shipping both ways for this. This is unacceptable and unprofessional to say the least. I have attached emails that are dated from them accepting the order, the shipment email ( April 25th ) my email initial requesting a refund ( May 1st ), a picture of their contact us site showing no phone number or direct way to contact them, and the recent message on social media they have ignored as well.

  Business response

  07/13/2022

  Christine G. has been in touch with the customer. Customer is returning for a full refund and will be closing this dispute. Thank you!

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a guitar body and pots/pickup parts package from these guys on January 20th 2022 Order # XXXXXX. The guitar and parts arrived the following week. Unfortunately, after setting up the guitar I realized that one of the parts the pots motherboard was not working correctly. i immediately emailed the stratosphere with no response both on their website and a direct email to *********@thestratosphere.org. After getting zero response I decided to order the parts packet again which includes a new motherboard and pickups. I also got the guitar checked out by my local guitar shop where they confirmed that the motherboard needed to be replaced. I came out of pocket an additional $200 to make the guitar work and only was seeking to get a refund for the non working parts. Since then I have emailed using both the website and Christine's email address to no avail. She responded only after I said that I was sending it back on my own with tracking that they would provide a refund once the item arrived back at their facility. I have also since sent Christine several emails including tracking and two additional emails on 2/9/21 seeking a resolution and refund for the damaged parts. After again hearing no response and now that they have the items back and are refusing to answer my communications I figured it was best to alert the BBB. They also have a phone number that goes straight to voicemail and informs customers that the only way to communicate to them is via the website. Order # ****** $291.99 plus $13.58 owed for return shipping ******* ****** ******************** ************

  Business response

  03/04/2022

  Consumer Response /* (3000, 6, 2022/02/15) */ They processed a return so we are good. However their customer service is god awful and I know this is the norm for how they do business after some research online. Pretty sad

*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. ↩