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:08/13/2024

  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 buy a lot of turntable stuff as I like to refurbish and even build turntables from the ground up. So, when I bought a new stylus from LP Gear I was not concerned. However, the stylus I got was not manufactured correctly and would not track. I tried it on several turntables, checking the cartridge set-up, tracking force and other parameters. I sent both pictures and video to LP Gear showing them that the stylus was the ONLY source of the problem. They agreed...they sent me a faulty stylus. However, I have to pay the original shipping as well as the return shipping...when THEY ARE THE **** WHO SCREWED UP by selling me a bogus stylus. So, I have to cough-up roughly half of what the stylus cost to cover shipping. This makes it impossible to buy another one somewhere else as the total cost would be cost-prohibitive. They need to cover shipping both ways.

  Business Response

  Date: 08/13/2024

  Customer has provided false information.  At no point did we agree that we had sent him faulty product.  We agreed to allow him to send it back for testing.  Customer agreed to all Terms & Conditions when ordering from our online store, and those Terms clearly state the customer is responsible for shipping.  There is no way we would have agreed to fault without testing first, and since this customer was just give an authorization a couple of hours ago, clearly we do not have the item back, and therefore testing has not occurred.  We will stand by that return authorization and allow the return for testing even though customer has given the ******************** incorrect information.  Resolution will depend on those results.  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22136147
  
  I am rejecting this response because:

  This is what they sent me: Thankyou for the additional information. We are sorry to hear there is an issue with the order.  Please go ahead and have the stylus returned to our ****************** for testing and resolution.  Note that S&H is nonrefundable and is at the customers expense.  Our restocking fee will be waived if it is determined to be a manufacturer defect.

   

  They say in this message that regardless of the outcome of their "testing", which certainly cannot be considered independent, I will be responsible for shipping both ways. That is not acceptable. Even if they find the product to be faulty, I will be out shipping. With regard to their website disclaimers, they are not posted where one can easily see them. I am sure I will get screwed by LP Gear but I don't want anyone else to also fall victim to their shady business practices.

  PLEASE, ANYONE READING THIS, LOOK AT THE ATTACHED VIDEOS of my testing of this stylus and you will see. Now I will send the stylus back and see what they say just to prove my point.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/13/2024

  We attached that entire email communication with our previous response to this complaint, including the customer's response to us once the return was authorized.  Nowhere in that email did we accept responsibility for shipping a faulty item.  Terms and Conditions for EVERY online retailer is accessible from their website, as is ours.  All consumers abide by these terms, regardless of which online retailer they are purchasing from, and this customer is no different.  Ignorance of the terms does not invalidate them.  Our terms, specific to this customer's issue, are shown here, and this customer agreed to them.  At no point did we say we wouldn't accept the return.  Customer must return the item to move forward.  We have explained this, in detail, so, at this point, it is on the customer to return the item.    

  Information found at:  *************************************************

  Defective Return: Defective return will be for repair or replacement only, at Seller's sole discretion; otherwise a request for refund will be subject to applicable restocking fee stated above. All defective merchandise must be returned in its entirety including packing material, manuals and all other accessories within twenty (20) days of the invoice date. As in returning a defective product to a local store where the customer incurs the time and gas to return the product for replacement, the cost of shipping and handling to return the product is at the customer's expense.

• Initial Complaint

  Date:02/11/2024

  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 January 20, **** at 18:18:16 EST I placed order #****** with LP Gear via lpgear.com. The order was for (2) Ortofon Super OM 20 phono cartridges( code OROM20S ). I paid LP Gear $538.00 via my DISCOVER credit card. Items were shipped on Jan 22 **** I received order on Jan 26, ****. Upon opening, I carefully inspected both units for any flaws, shipping damage, etc. The 1st unit appeared to be fine, but after inspecting the 2nd unit I noticed a very serious defect resulting in it being completely unusable. I assumed it was a manufacturing defect and reached out to LP Gear via email on Sat. Jan 27 to inquire about a refund or replacement. I sent defective unit back to LP Gear via ***** tracking #**** **** **** **** 84) on Jan 30 from ********* to returns dep. in *********, ** (RMA #**-0060s) On Thursday Feb 8, **** I received an email from *****(********************************) stating that after visual and mechanical testing, they found the stylus to be damaged by "hard installation"! This is a bald-faced lie as I never installed the unit nor used the unit whatsoever. Why in the world would I install a defective unit? All I ever did was carefully open and inspect the unit! ***** also claimed that the unit undergone multiple inspections before initially being shipped to me, another bald-faced lie as they would have easily spotted the defect. LP Gear has refused to replace the item or issue a refund to me as I requested, claiming that I somehow damaged it. So now I am out $269.00 for absolutely nothing! A very disappointing experience to say the least... Ultimately I just had $269.00 of my hard earned money stolen from me by LP Gear in *********, **. I would very much like to get this issue resolved, I have reached out to the business via email with no response.I have also reached out to DISCOVER card customer service in regards to this matter and they have opened case #*********B.

  Business Response

  Date: 02/12/2024

  As you can tell by the attached email, this is a ********************, especially the claim that we did not respond to him.  Customer received a response, just not the one he wanted.  Customer broke the product and expected a refund/replacement.  That is not how this works.  Product was inspected upon return, and it was determined that the customer damaged the item when installing and then expected us to cover the damage that he caused.  This is a fraudulent claim as proven by the email.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21276053
  
  I am rejecting this response because: I never installed the item as claimed by seller, I never damaged item as claimed by seller. LP Gear sent defective/ damaged item to me and now they don't want to support their return policy. Very dishonest seller, I will gladly summit to a polygraph examination to prove my honesty in this situation. I really do not appreciate being accused of something I did not do, and then being called a liar after the fact. I also do not appreciate getting ripped off. Seller's claim of "hard installation" is very fraudulent. I would encourage LP Gear to send the damaged unit back to manufacturer(Ortofon) for a thorough examination to see what their conclusion is in regards to the damage. I'm sure they will get a good laugh at bogus "hard installation" claim by seller! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/18/2024

  We have been in business for over 30 years, and our Director has a vast knowledge when inspecting returned product.  This item was damaged by the customer.  In addition to this being a false claim, the amount shown on this is also incorrect.  The $598 reflects a quantity of two (2) for the entire purchase, and only one was returned to us, damaged.  The customer kept the other item.  This entire claim and response is inaccurate.

• Initial Complaint

  Date:12/18/2023

  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.

  Purchase Date: December 2, 2023 I ordered a replacement upgraded stylus from LP Gear for my Shelter 201. It came in and it was obviously the wrong size. I sent them pictures and videos of my stylus and the one they sent and my attempts to insert the one they sent me. Customer service took a while to email me back. They had me send it back to them saying theyll send a new one out asap when they check the ones I sent back out. They got it back yesterday around 2:30pm their time and they emailed me saying nothing was wrong with it.They had me email them pictures of my stylus to make sure it was the right one. So I sent them more detailed photos of my stylus and the molding on the back compared to theirs.I email them asking them whats next, nothing so I assume theyll email me back today.Fast forward to right now, even now after contacting their social media profiles, calling and sending a nicely worded follow up email they still havent gotten back to **** ended up just doing a chargeback because its been a whole day without an update. I wouldve been fine being upsold to a better cart that fit my Rega P2.LP Gear/Tunes have horrible customer service if you need help or want to exchange/refund. They are quick to ship and take your money but take their sweet sweet time to respond.After doing some research it seems Im not the only one that has had issues with their customer service.***** is their customer service representative.**Pictures:************************ ********************** They finally emailed me back saying they havent received it despite ***** emailing me yesterday they did receive and inspected it.

  Business Response

  Date: 12/19/2023

  Customer was issued a full refund last Friday.  This is an exception to our policy as he ordered incorrectly for what was needed, and the restocking fee was waived.  Nothing more is necessary for this inquiry.

• Initial Complaint

  Date:10/10/2023

  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.

  Hi,I paid $1,004.00 US including shipping for the Audio-Technica AT-ART7 cartridge from ***Gear.When I received the package, some part was loose in the sealed package.When I opened the package, the cartridge and projector cartridge were hanging out in the box.The cartridge was hanging around the box and the needle scratched the entire box and the needle was damaged due to hitting the box due to an oversight by ***Gear because ***Gear did not secure the cartridge with the cartridge button.The transparent cartridge box was damaged and had a crack on it.I examined the cantilever without a magnifying glass and with the help of a magnifying glass and I did not see the presence of a needle on the cantilever. You can see the photo.The cartridge protector was not secured, which resulted in damage to the needle due to impacts with the box.I asked ***Gear to replace the cartridge or refund my money.The *************** wrote to me to send them the cartridge back.The *************** does not admit its guilt in the fact that they sent me a cartridge that was not secured with a protective button, which was hanging around the box and the needle scratched the entire box and the needle was damaged due to hitting the box due to an oversight by the ***************.I want ***Gear to replace the cartridge or refund my money.I also believe that there are shortcomings of the audio equipment company since they did not ensure reliable fastening of the cartridge and cartridge protector during delivery, which resulted in damage to the stylus.I want the *************** to send the damaged cartridge to the ********************** so that they install a new cantilever with a new needle on the damaged cartridge since I also believe that there are shortcomings of the ********************** since it did not ensure reliable fastening of the cartridge and the cartridge protector during delivery time, which resulted in damage to the needle.Thank you.*****************************.

  Business Response

  Date: 10/10/2023

  This item was shipped correctly.  We do not open the "button" at all prior to shipping.  The amount of damage that was done to this item is significant and could not happen during transit.  It just isn't possible.  The returned product was inspected by the Director who has over 30 years experience in this, and it was determined that the amount of damage was due to mishandling.  Customer admitted in writing that they broke the needle completely off themselves; that did not happen on its own.  We have given the customer the information needed to file a warranty claim with the vendor.  Warranty claims are between the end-customer and the vendor; we do not have any involvement in that.  Item is being returned to customer, in as-in condition so that claim can be filed.

• Initial Complaint

  Date:09/05/2023

  Type:Delivery 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 September 1st 2023 I ordered a turntable belt from LP Gear as they have been the only company I can find this belt. They immediately took funds from my card ($25 and some change) and proceeded to email me about a billing address not matching the address I provided. I then noticed I had received the email on Monday September 4th and responded with a message of which I had fixed the issue and have yet to receive any email or fix to the issue and my order is still pending without any resolve. Ive seen many issues in other reviews of said company stating they lost their money and never received their product.

  Business Response

  Date: 09/08/2023

  Dear BBB Representative,

  I have attached the thread of emails between the complainant and our representative displaying fully the progress of the order and its approval to be processed of which he was informed on 9/5 - yet he still proceeded to file a complaint that we had stolen his money as we have done in the past with others. Total misrepresentation of facts. In fact he said thank you in his last e-mail thus we cannot fathom his motivation or basis for filing this complaint. 

  His order has been processed and the belt shipped to him.

  As far as we are concerned, we acted responsibly and have fulfilled the order in good faith.

  Kind regards,

  ********************
  LP GEAR

   

   

  Business Response

  Date: 09/10/2023

  Please see below for current **** tracking information regarding customer's order:

  Tracking Number:
  

  9400111206209528396716

  
  Copy Add to Informed Delivery
  Expected Delivery on
  MONDAY11 September2023by
  9:00pm 
  Your item departed our **** facility in *******, ** ***** on September 10, 2023 at 8:04 am. The item is currently in transit to the destination.
  
  Get More Out of **** Tracking:
  **** Tracking Plus
  Delivered 
  Out for Delivery 
  Preparing for Delivery 
  Moving Through Network
  Departed **** Facility
  *******, ** ***** 
  September 10, 2023, 8:04 am

• Initial Complaint

  Date:08/28/2023

  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 have tried to contact the seller on two separate occasions. They have not responded in any way to my inquiries. I'm trying to get a refund for the product as per their policy since the product does not fit.

  Business Response

  Date: 08/28/2023

  We have responded to this customer twice, most recently this past Friday, August 25th.  Those emails are attached here.  Customer needs to check his spam folder if the emails to him are not in the inbox.  We require the item back prior to any refund and immediately issued him a return authorization as well as instructions for returning it.  If the item has sent back, we need that tracking number.

• Initial Complaint

  Date:02/14/2023

  Type:Delivery 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 ordered an item from LP gear and it has not arrived. It hasn't even left the **. It's been I. ** for 3 week. I am in *********.

  Business Response

  Date: 02/14/2023

  This order has been shipped, and **** tracking is shown here.  All international deliveries are experiencing delays of around ***** days, on average.  This order was placed on January 21st so it is well within that timeframe.  Once the **** picks up from our facility, they determine the route the package will take and the length of time for delivery.  When we see tracking such as this, it usually means they are either awaiting more packages to ship all together, or they are attempting to find a route to the destination.  The **** will not consider this package lost in transit at this time since it is considered a recent shipment. 

  Tracking Number:
  

  LV688857772US
  Copy Add to Informed Delivery
  Latest Update
  Your shipment was received at 5:31 pm on January 26, 2023 in ************************************. The acceptance of your package is pending.
  
  Get More Out of **** Tracking:
  **** Tracking Plus
  Accepted
  Shipment Received, Package Acceptance Pending
  ***********, ** 90009 
  January 26, 2023, 5:31 pm 
  Arrived Shipping Partner Facility, **** Awaiting Item
  *******, ** 90220 
  January 26, 2023, 2:22 ************** Partner: GlobalPost
  Departed Shipping Partner Facility, **** Awaiting Item
  ***********, ** 90051 
  January 25, 2023, 6:51 ************** Partner: GlobalPost
  Arrived Shipping Partner Facility, **** Awaiting Item
  ******************** 90001 
  January 25, 2023, 6:40 ************** Partner: GlobalPost
  Arrived Shipping Partner Facility, **** Awaiting Item
  ******************** 90052 
  January 24, 2023, 10:50 ************** Partner: GlobalPost
  Departed Shipping Partner Facility, **** Awaiting Item
  LAS VEGAS, ** 89199 
  January 24, 2023, 3:34 ************** Partner: GlobalPost
  Arrived Shipping Partner Facility, **** Awaiting Item
  LAS VEGAS, ** 89199 
  January 23, 2023, 7:38 pm
  Shipping Partner: GlobalPost
  Arrived Shipping Partner Facility, **** Awaiting Item
  *********, ** 89052 
  January 23, 2023, 7:23 pm
  Shipping Partner: GlobalPost

• Initial Complaint

  Date:01/06/2023

  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.

  LP Gear has not provided the requested replacement of a returned item. I purchased this item: SHSV15IIIHE LP Gear VN35VL (HE) stylus for Shure V15 Type III cartridge (Order No. ******) from LP Gear on November 28, 2022 for the price of $121.41. After receiving the item, I determined that it was defective and on December 8, 2022 requested a replacement from LP Gear. On December 9, 2022, ****** with LP Gear provided a RMA number (RMA # ****s) so that the stylus could be returned to LP Gear for evaluation. The item was mailed by **** to the address provided by LP Gear on December 12, 2022. **** tracking indicated it was delivered on December 17, 2022. After not hearing anything from LP Gear regarding the status of the returned item, I emailed LP Gear on December 30, 2022 and again on January 4, 2023 requesting an update of the status of my return. Currently, I have not received the requested replacement nor any response from LP Gear regarding the status of the return. Based on the current situation, I believe that LP Gear at the very least is not operating in good faith. I want either a correctly functioning replacement of the item I purchased or a refund.

  Business Response

  Date: 01/08/2023

  This is for the company LP Gear, not LP Tunes.  A complaint has also been issued for LP Gear where we will respond accordingly.

  Business Response

  Date: 01/09/2023

  We emailed this customer last week offering either a refund or a reshipment and received no response from him.  He must respond to that email which is also attached here.  We cannot move forward without his assistance.

  Customer Answer

  Date: 01/12/2023

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

• Initial Complaint

  Date:08/13/2022

  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.

  On August 9, I ordered a replacement stylus from LP Gear. Total amount paid (including tax) came to $44.93. My order number was #XXXXXX. Document: "Order Confirmation." When the item arrived on August 11, I noticed that the needle itself had been broken off from the rest of the unit entirely. Document: "Photo of Broken Needle." I sent an email to LP Gear to inform them that their product arrived broken. I attached the same documents listed above, and requested they send me another needle. Document: "Initial Email." The next morning, August 12, I received a reply to email stating that due to LP Gear's return policy, my item was not eligible for a refund, return, or replacement. This email went on to explain to me that all needles are checked for condition before shipping, and that I must have somehow broken the needle while attempting to install it. A link to LP Gear's return policy was attached. Document: "Response Email." The policy states orders are not be eligible for refund if the item has been inspected by the company and there is determined to have been "end-user error, mishandling, misuse, (or) abuse." My item was never inspected by the company. Indeed, since my item arrived broken, it ought to be "subject to applicable restocking fee" and processed for a return. Documents: "LP Gear Return Policy Page 1" and "... Page 2." This company has been blatantly disrespectful in refusing to take responsibility for sending me defective merchandise. It is the burden of consumers in a capitalist society to ensure that sham companies like this which deal in broken goods, and whose first instinct is to blame the very people who support their "business" are held accountable for such harrowing, fraudulent, and deceitful practices. I demand that my payment be refunded per this company's own return policy, that any restocking fees be waived for the trouble through which I've been put, and that LP Gear be investigated for its contradictory and shameful actions.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/16) */ Customer has been communicated with via email and also via their ****** dispute. This is the third time we've had to communicate the same information to the customer. Damage to the stylus was extensive. It isn't possible that it happened during shipping. We inspect, reinspect, and reinspect again before shipping. The product absolutely did not leave our facility in the condition claimed. The needle was completely broken off which just isn't possible to miss when inspecting. Customer has a dispute with ****** so this additional complaint is redundant since we will be dealing with ****** only as required.