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Complaint Details
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Initial Complaint
05/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On Sat, 5/7/2022, I received my order for a phono cartridge stylus. Upon opening the container, I noticed it was bent. I emailed LP Tunes of the issue and the return email is essentially saying that I did the damage and no returns for this product. Please see attached emails to help resolve this issue. Thank you, *****.Business response
07/12/2022
Business Response /* (1000, 8, 2022/05/25) */ The decision on the return and an explanation has been communicated with the customer. Copied below is our response to him via Gmail. With the quality control measure in place prior to shipping, the product would not have been shipped out in the condition described by the customer. Our return policy is described in detail on our website here: https://www.lpgear.com/*****.html. Customer agreed to those terms when ordering. LP Tunes <****@lptunes.com> Mon, May 9, 11:39 AM to ***** *****, We have a strict quality control process and our styli are checked twice before even being packed. This type of damage is only done by user end improper handling when removing the stylus from the case or attempt at installation. This is not a manufacturer defect and would have not made it passed our quality control process and been sent out so unfortunately it is not eligible for return or refund. Consumer Response /* (3000, 10, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As for the company agreement that I had accepted during my purchase, that statement was meant for a customer that misused, mishandles or abused the product on their own. I'm my case I never handled, used or even removed the product from its original packaging. Therefore, LP Tunes is responsible for the damaged product before I ever received it and should have considered the possibility that they made a mistake, which does happen on occasion. I would have been very understanding if they asked me send this item back to then for their review and determine what may have happened. LP Tunes blames the customer just because they have a QC department and the customer must be wrong and a liar. I do not make accusations to harm a person or any company. I also do not care for the fact that a company can make false accusations about a person. Business Response /* (4000, 12, 2022/06/01) */ While we can understand the customer's frustration, we cannot accept this item back. Customer emailed a photo of the product to us. The needle was extremely bent to the side. It just isn't possible for that type of damage to happen during transit, and it did not leave our facility in that condition. The return policy on our website clearly states we cannot accept damaged product as a return. It does not say "meant for a customer that misused, mishandles or abused the product." It states, "No refund will be issued if the product is returned after 20 days, damaged, abused, used or incomplete." We have been in this business for a very long time, and we can tell by the photo the customer sent himself that this type of damage was not done during shipping/delivery, and it did not leave our facility that way so we would not be responsible for that damage.Initial Complaint
03/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a ****** **** stylus for $128. I received the wrong stylus (a ****** that lists for $99). The communication from LP Tunes is horrendous at best and I have zero confidence in a timely refund, if at all. I paid $4.65 out of pocket to mail it back to lp tunes. The po number for the transaction is ***** dated 02/17/22. The tracking number for the return is ***************************. All I want is a full refund. After researching lp tunes my problem seems to be very common and I feel I must file a complaint to make this refund happen.Business response
07/12/2022
Business Response /* (1000, 6, 2022/03/03) */ We recently reached out to the customer and informed him we were refunding his money back to ****** (the method he used for payment). This refund was sent yesterday, March 2nd, as shown below. Any funds to be released back to the customer is now in the hands of ******, not our company. YESTERDAY You sent a refund notification email to **** ***** (*********@gmail.com). 2:43 PM You refunded $128.00 USD on ****** ******* Checkout. 2:43 PM Consumer Response /* (2000, 8, 2022/03/03) */ This case has been resolved and may be closed. Lp tunes issued a refund for $128.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.