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:05/18/2023

  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 what I believe to be in DW collector series first strong with macro and DW 3.0 mm true hoops drum. What I received was a older model drum with the Delta throw off and no true hoops, and without the patch inside stating that the drum was Birch my ears that have you refunded the 575 that I spent on the purchase. Low and behold to me from the center of Portsmouth has a no return policy on each items. If I knew that I never would have purchased a jump to begin with as I can't hear the drum without purchasing it and I might be dissatisfied. I was disappointed in the fact that the drum had the Delta throw which is cumbersome, flex fluidity and was replaced by DW because of this with the mag throw off. I asked her to be refunded by money and they stayed at the policy. I told them that I purchased the hard left over my cell phone that if I had to read every policy in the store what is the point of doing business. I told him there was a decent way to do business and in decent way to do business and they are being in decent. I told him I did not like the Mdeltàac throw off and I don't remember seeing it in the pictures. They had one or two small pictures of the drum to my best knowledge. I told him this seems like an older model not what I was familiar with and now that I wanted. In fact inside this drum itself it stinks it was made in February of 2007 which from center of Portsmouth could have listed the honest and and not be deceiving however they chose not to list the years of production but they obviously could see is I'll show you when I take a picture of the date of the drum. Secondly does not have the patch inside collector series d0 that statI don't know because it's not listed as DW drums still have collectiones that it's a birchong. I said this drum could be maple, spruce, mahogany, for Walnut tagßinside. They told me that they would call DW the pictures of the drum to verify that it was first. One, they never got back to me no email no phone call.

  

  Business Response

  Date: 07/13/2023

  Very sorry to hear about the fact that the customer is upset about this used drum he purchased. 

  The customers main point of contention is the following:

  The throwoff is not the mag throwoff

  The hoops are not true hoops

  Attached are the photos that were on the product listing, which clearly show the throwoff, hoops, and the badge.  The "gold" badge is from the first decade of the 2000's.  At this time, the mag throwoff or true hoops did not exist.  
  

  We accept returns on new items, and we do not accept returns on used items.  

  The customer received a nice drum at a good price, if he is not pleased with the drum, he can sell it on the private market and get his money back, and then he can get the drum he wants. 

  Again, it's upsetting to know that we have an upset customer, we encourage people to inquire within in regards to buying pre-owned gear.
  

   

  Customer Answer

  Date: 07/13/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because0 it does then address tmàg throw off and the true hoops here they sent you six pictures which were four more than we're on the website and a much greater detail than could be seen. He's also listed reasons why they should not have to address the situation. Wouldn't it have been more honest and less deviant to say that it was a collector's drama in the early 2000s without you hoops without them back through all and all the other things on the website then telling me now at the better Business for your website. Also, you didn't address for the drama's Birch or not good you were going to contact your buddy at DW to confirm it was Birch and then tell me and I would be relying on your honesty to believe whether it was Birch or not. I like to draw and I'm keeping it but that's not justify your behavior and you do not get to tell me what to do with the drum I it's a nice drum you can sell it on the web and get the drum that you want which is rude and obnoxious. I still do business with you as I want to pairs of Vader power 1A this week, however, say I wasn't satisfied with the drone would you still take this dance?
  
  ***** *****

• Initial Complaint

  Date:03/23/2023

  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 bought a used drum set from these guys a month ago. Walked out without being told I could NOT RETURN these. Got them home and hated them. The set had been upgraded to add an extra tom on the 18" bass drum which was WAY TOO HEAVY! I had major problems with wobbling and wanted to return them...store credit would have been great. They wanted to charge me $500 to buy them back, and then sell me something else. Are you kidding me?? Maybe it's because I am a girl and they think I'm stupid, or maybe they just don't care about their customers. Very low integrity and lack of transparency with their policies borders on illegal.

  

  Business Response

  Date: 03/30/2023

  I was informed of the customers issue with this, and after reading it, I completely sided with the customer and contacted them and offered a refund in full. 

  This was my fault personally, and not the valued employees of the store. 

  We have our return policies posted on our website, but as the customer mentioned: it's not posted at the register.  

  The employee denied the customer's request because they were upholding policy. 

  After the fact, I explained to the employee that policies are there for a reason, but in this case, where the customer was not happy with their purchase and requested a store credit, if I was the one handling the situation, I would have accommodated this request. 

  The customer was more than reasonable: and I understand their level of frustration. 

  Once I learned of this, I called the customer, offered an apology, and a full refund, which they did.

  Customer was satisfied with this resolution.

   

  Customer Answer

  Date: 03/31/2023

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