ComplaintsforLoog Guitars LLC

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a guitar from Loog based on internet reviews stating that they included an internal battery-driven amp. When my kids opened it Christmas morning, there was no internal amp. I emailed the company thinking it was a manufacturing issue, but they said they removed the internal amp 10/2022. Nowhere on the website does it say there will not be an internal amp anymore. This is shady business practice to allow misleading advertising to make people purchase a product for Christmas that no longer does what the marketing claims. Id like to return the product, but they say Im outside the return window. The return window said until 12/31, but shows unavailable today (12/31which is inside the return window)

  Business response

  01/11/2024

  Dear customer,

  We extend our sincere apologies for any inconvenience you may have encountered.

  The guitar you recently purchased, unfortunately, does not include an integrated amp. This decision was part of a strategic initiative to address challenges in our supply chain. The removal of the integrated amp feature from our larger guitars was implemented to streamline production and mitigate potential issues, a change that became effective following our clearance sale in October. Please be advised that this model now requires an external amp for optimal performance.
  It is essential to note that our ************* model still features a built-in amp, specifically designed for the 3-6 age group. We believe that the simplicity of avoiding cables and related complexities is particularly advantageous for this demographic.
  The description of the guitar you bought from the website doesn't mention a built-in amp, unlike before when it was clearly indicated. We've already updated the specs on the website after the clearance sale.

  
  Kindly note that our return policy spans 30 days. However, understanding your concerns, a dedicated member of our customer service team will reach out to you promptly to discuss and provide a resolution. Ensuring the satisfaction of our customers with both our products and the service we deliver remains our top priority.
  Thank you for your understanding and continued support.

  
  Best regards,

  ******

  Customer response

  01/12/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a bundle from their website with a listed amount of contents in the box when it arrived it was different. There was an item in there. I did not purchase. When I contacted the company they tried to gaslight me after several hours of texting as there is no way to talk to a person they admitted they switched it without informing me beforehand, they tried to offer me compensation, but it was not of equal value, I asked them for either a coupon covering the item that was missing or refund. They have not talked to me. I have contacted them on every single avenue on their contact us page and I am not getting the help that I need. I am disabled, and this is making things difficult for me . I am the victim of false advertising and a bait and switch. In addition, the email confirmation they sent when I initially bought the item was left vague, and now I think it was on purpose.

  Customer response

  12/07/2023

  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 and the matter has been resolved. Should I not receive the items I paid for I will contact you again.
  
  Sincerely,
  
  ****************
  
  
  
   
  
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed Order #***** on November 22, 2022 for two acoustic mini guitars plus straps and wall hangers. The order came slowly and in many different shipments over the next several weeks. I delayed gifting the guitars to my twins iuntil their birthday, January 28, 2023. One guitar turned out to be clearly defectively manufactured, in that the bridge *********** in the high E string pops out before reaching the tension required to tune to a high E. I attempted to initiate an exchange on ****'s website immediately, but received a message saying I was out of the return window and instructing me to email ******************************** instead. I emailed that account the next day on January 29, 2023. I received no response, so on Wednesday, February 1, 2023, I attempted to contact **** again using the contact form on their website. It is now February 4, 2023, and I haven't received a response to either inquiry. I want an exchange for the defective product.

  Business response

  02/08/2023

  We already communicated with the customer who had already received a response from the support team but we tried to make it as simple as possible to the customer and went through the return process ourselves and generated a replacement order for a brand new item that should ship in a day or so. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order#****** Yellow Loog pro VI Acoustic Guitar Total $148.67 I ordered a guitar from Loog on December 11, 2022. After 2 uses the tuning peg split down the middle and will no longer hold the string into place. I gave the guitar as a Christmas gift so when the break happened, I was past the return window. I have called Loog multiple times and left messages on their voicemail. I have also submitted at least 3 claims via their customer service portal on the website. I have received no responses from the company. This should be a warranty covered item. There is no way of contacting the company after purchase. Would never suggest that anyone buy from this company.

  Business response

  02/06/2023

  The warranty will cover the product in this case, we just communicated this to the customer. The return period is for just a return, but if the product is defective then the warranty will cover it. We are in contact with the customer now. There was a delay in getting back to the customer in a timely manner but is being worked on to try to avoid it in the future.

  Customer response

  02/10/2023

  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 and, as I received the new replacement today, the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Loog order: #****** Order total: $252.51 Ordered a white electric guitar. Received the guitar and accessories (strap and wall hook) very quickly. The product is of high quality materials but the guitar doesnt work. Its an electric guitar that needs a battery. Put in a brand new battery and it doesnt work. There is a little indicator light that doesnt light up and no sound comes from the built in amp/speaker. Tried a different battery just in case and nothing. Promptly emailed customer service and the journey began. Zero response for over a week. Tried multiple times and through different means but no response. Emailed the email on the receipt, filled out the online form, used the chat bot and selected to be emailed, replied to chat bot auto email, called (hold music only), used chat bot and chose to wait. All nothing. For the money spent, I want a working product for an eager kiddo. Someone help, theyve taken my money and fallen off the planet it feels. Placed order: 1/16/23 Delivered: 1/18 (a surprise since we got an email saying it wouldnt ship for 2-3 weeks)Opened: 1/19 (guitar doesnt work)Emailed: 1/19 to support email on receipt Filled out site form: 1/20 Chat bot: 1/23 said wait time was over 15min and offered email response. Received email from a robot stating it was an auto reply and to respond to the email for a real human. Did that and still nothing. Chat bot: 1/25 chose to wait and got no response Called number on site: 1/26 hold music only Chat bot: 1/26 still nothing Chat bot: 1/27 no response

  Business response

  01/31/2023

  We reviewed the support ticket and it was indeed a mistake on our part not to respond sooner, we are working in trying to prevent that from happening. We have now responded to the customer and offered to send a brand new unit. 

  Customer response

  02/02/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The electric kids guitar we received was not working as advertised. My husband emailed customer service and didn't hear back well beyond their expected reply time. I followed up on social media and finally received a response to send a video. After we did, we received no feedback on the issue other than a generic message to go through their portal to return the guitar and reorder it if we want. They said they'll price adjust it to honor the discount we got if we reach back out. We can't reach anyone at their phone number or get clarification whether this luxury kids product is just poor quality and doesn't work as advertised or if we received a lemon. I wish we could get clarification and an easier exchange process.

  Business response

  01/21/2023

  We already responded to the customer, processed the return so the replacement shipment was generated and will be sent in a day or two. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  January 4 i ordered a combo kit with an electric guitar. I ordered pink, order comes in Green. I called 5 times, emailed and tried web chat, nothing. Not even a reply. then three days later they said it was shipped, and of course it was not. Now it shows up and the bag/case, strap etc, nothing but the guitar. I have emailed now a week and they keep telling me it should be there. Today they send a tracking number and said it must be lost. I call the carrier, a label has *** printed, but it was never shipped. I want my money back and do not do business with this dishonest company. I will find someone that is truthful to do business with.

  Business response

  01/18/2023

  We are in communication with the customer and explained that sometimes the label is created and then it does not show any progress. We work with a third party fulfillment center and it is not clear whether the issue is with *** or the fulfillment center, but unfortunately the customer is impacted by this. We offered the customer the possibility of a refund or to send the product via expedited shipping. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******,I purchased a guitar for my son to arrive before Christmas. I made the order on November 22 2022. They then sent me an email saying there was a back order problem and that the guitar wouldnt be here in time for Christmas. Then they send another email saying if I wanted to request a refund it would be refunded within 72 hours. It is now over a month and I have not seen the $229 CAN put back into my credit card.

  Business response

  01/17/2023

  The customer contacted us yesterday and we just replied after reviewing the case. The customer had not been issued the refund as requested by a human error we are investigating. We issued the full refund now and also sent the customer a 20% discount code for the inconvenience. 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an electric guitar for my child as a Christmas gift. I ordered it on 11/26/2022. I put batteries in it Christmas Eve and the guitar worked initially. After an hour of the brand new battery installation it drain the battery power and no longer worked. I have sent e-mails to the company and received a request for a video of the malfunction. I did that they offered to give me 40$ refund, but charge me 25$ restock fee. The website warranty return is *************************************************************** a link to automate a return but the option for my order is ineligible for return. I have called, emailed and sent videos. I have fulfilled my responsibilities and have not received any response since telling them that I need assistance. This was almost 200$ and I want a full refund. I need help.

  Business response

  01/11/2023

  We already contacted the customer again and offer to send a brand new unit or just issue a full refund on the order, and in both cases there will be no need to return the defective guitar. We recently updated the returns system so it does no longer charge a refund fee if the reason for the return is a defective product. Also, although the warranty is ********************************************************** case of a manufacturing defect we will try to resolve it even if it is more than a year since it was ordered. 

  Customer response

  01/15/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/11/22, I ordered a pink Loog guitar with a guitar case as a Christmas gift for my daughter. We paid $240.34 total. We did receive it in a timely manner. What I did not do was try out the guitar before we gave it to her on Christmas day. So we did not know that it did not work until Christmas day, at which point I was unaware of the 30 day return/refund policy. That information was not given in the receipt. I had to look that up myself. What we were looking for was just some help with troubleshooting in case we just weren't doing something correctly. I sent a message via their website, no response. I sent an email after a couple weeks of silence, again, no response. So I called the phone number on the website and it does not ring, it went to some hold music and nobody ever picked up. I waited for a good 15 minutes or so because I figured they might be busy. I hung up and called again and still nothing. I'm a pretty patient person but this is ridiculous. I wasn't asking for a refund at first, I just wanted help understanding how to use it. But at this point we don't even want it anymore and although we are late for the policy to be valid, I feel that we are an exception considering it was a Christmas gift and we did contact the seller soon after we opened it. If it were a gift to someone else this would have still been the case. $240 may not be a lot of money to some, but it is to us. Especially since it was a Christmas gift to my toddler who was very excited about it. How do you explain to a 2 year old that the company is not returning your messages and she can't use her new guitar?? I want my money back or a new guitar. She deserves her Christmas gift. This isn't right.

  Business response

  01/11/2023

  We already contacted the customer and offered a full refund or to ship a brand new unit. In any case we will not require the customer to return the defective unit they have to make it easier. 

  Customer response

  01/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

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