ComplaintsforLoog Guitars LLC

• 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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought an electric guitar 11/29/2022 for ****** dollars (189 plus taxes, etc). I understood that there would be delays due to inventory, but the communication has been non-existent. They have never directly responded to a single inquiry and I have sent multiple emails and made multiple calls. I got a shipping notification on 12/23/2022, but from the moment the tracking info has stated: label made, package not received. Maybe Loog has an explanation for this, but I wouldnt know because they do not respond to my inquiries. I am clearly fed up by the horrendous customer service and I need a refund at this point. If there had been ANY proactive customer service up to this point I could be patient and understanding. But they clearly do not care about the customer experience, just taking your money and not giving you the product.

  Business response

  01/11/2023

  The customer received a full refund on the order yesterday January 10th. We already communicated with the customer who already responded so we understand the issue was resolved. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am having a problem with regards to order #***** placed on 11/24/22 for a $136. The shipper, GLS, has officially designated my order as lost with reference code ******** and GLS tracking ********************. The shipment stopped moving in the system on 11/30. I have spent the last couple weeks contacting you through multiple channels and GLS many times while they attempted to find it. I have only ever received one automated response from **** that mistakenly said that the tracking showed it had been delivered and saying that it would likely show up in a couple days even though it had already been two weeks and does not show delivered. I responded immediately clarifying that the tracking does not show delivered and I never received a reply. After GLS designated it as lost they said to contact **** for a refund, but there has been no response. I have a lot of understanding in general for what small businesses are up against, but it has felt awful to repeatedly be blown off and not feel that I have any way of reaching the company. This was my kid's main Christmas present and I have spent hours at this point trying to resolve this with ample time to get a replacement shipped if that was needed. A month after ordering I have still only ever received the one automated response. I was forced to buy a Loog guitar locally, which means it will be at full price plus delivery fee and not in the color my daughter would like. So I have to spend another $33 on top of all the hassle and worry I have had recently. Please show me that you are sensitive to this impact, it would have gone a long way if I could have reached someone from my many attempts and at least tried to resolve this in time. I need a refund asap.

  Business response

  12/27/2022

  The customercontacted us because one of the two packages shipped seemed to have been lost in transit. We initially provided support but in the last weeks due to increased volume we did not respond in a timely manner. We are now back in contact with the customer and are offering to ship the missing products again plus a free guitar course or issue a refund.

  Customer response

  12/28/2022

  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

  12/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid $222.00 on 11/28/2022 to order a guitar for my son for Christmas as his gift from Santa- this is WhT he asked for. I attempted to check the status of this order multiple times and their customer service rep assured me ( I have proof) that I would receive the entire order before Christmas. Today I received an email that I will NOT get the guitar before Christmas and that there was a notice when I ordered that orders past 11/23 would be after Christmas (not true). I continue to attempt to reach the company and hear nothing back. Do not trust this company.

  Business response

  12/22/2022

  The order was placed on November 28th when we had in all our electric guitars product page a sign stating we did not guarantee delivery by Christmas, also in the order confirmation emailthat was mentioned again. In any case we tried everything on our power to try to ship ASAP and delivery before Christmas if possible. This order was finally shipped via *** tracking number ****************** on December 22nd. We are in communication with the customer and we offered not to charge any return fees if they decide to return the products.

  Customer response

  12/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   The item was conveniently shipped 12/22 after I threatened to message BBB. The item is NOT due to arrive until 12/28. I was assured by a Loog representative that I would receive everything by Christmas. See my previous attachment with that message. I never received notice about not receiving the order by Christmas. My son asked for this gift from *****. This is a great disappointment. Offering a free return is a pitiful way to take ownership for something like this. Do better, Loog.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased product (child's guitar) from Loog on 05 December 2022. Item was guaranteed to be delivered within 5-8 days by Christmas. This guarantee is even stated on the invoice. Currently the item remains unshipped. Multiple unsuccessful attempts to cancel order have been made. Multiple unsuccessful attempts to contact company have been made.

  Business response

  12/22/2022

  The order was placed on December 5th and at that time there was a note in the product page stating that we were not able to guarantee Christmas delivery. We still managed to ship this order via ***** tracking number ************ and it was delivered December 20th. We have already communicated this to the customer. 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a guitar with strap on December 9, 2022. With claims that it would be shipped out in 5-7 business days. I cannot reach a human to speak with, an not one word on the matter by email or through social media. I have had to scramble to find another gift for my grandson. I see that they post multiple ads a day on social media but have no time to reply to my email, text, etc. however they have received all of the payment in full for the item. I would like my money back for the purchase. I would also like to warn the public of this scam.

  Business response

  12/22/2022

  The order was placed December 9th with free shipping. The shipping details on the order reads "Free Shipping (5 to 8 business days - Guaranteed Xmas Delivery)". The delivery was made within the promissed timeframe. The order was shipped via ***** tracking number ************ and was delivered December 20th and there is a picture of the guitar in the front door. 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a guitar online Nov 26 for ******. I received a ***** notification that it was going to ship and the tracking showed it never was shipped. I reached out via emails multiple times to the company for an update only to be told a couple weeks later that they did not have stock and didnt know when they would have it. *** asked three more times for an estimated update and no response. Ive seen multiple posts on social media that other folks have the same issue and Im wondering if the company has scammed people out of Xmas money and presents.

  Business response

  12/22/2022

  This order was marked as shipped by the fulfillment center we work with and a ***** tracking number assigned. Sometimes there are cases of what is called a no-first scan which ends up costings us a product as the inventory has already been removed from our inventory and the customer does not get our product.This order was placed on November 26th and at that time we had a sign in our product page stating that there was not guarantee we would be able to deliver by Christmas as we were expecting to receive a container with these products. We had back and forth communication with the customer but unfortunately finally we were not able to receive the guitarsas soon as we would have wanted. The order was refunded to the customer in full. 

  Customer response

  12/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The statement about there being a message online at the time of purchase that it wouldnt be delivered by Christmas is false  there was no statement at all on the website  I put it in my cart with no statement, I checked out my cart and paid with no statement. That is a false statement. They are in the process of issuing a refund but they have misrepresented themselves in their response  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Saw an ad on ******** for a small electric guitar shop suitable for children. Ad stated will arrive by Christmas. The blue guitar was not available and only the red was still in stock but stated delayed 2-3 weeks to ship. I also purchased their online lessons which I'm already being charged for with a 1 year expiration and don't have the instrument to play. There has been no update. Phones calls are not answered. I continue to see ads for purchase today to receive by Christmas. Other customers ordered on black Friday and still nothing. I believe this is a fraudulent business.Please assist the many families that will not receive their gift on time.

  Business response

  12/20/2022

  Sorry for the delayed shipment. As the customer mentioned we had a sign at that time stating the order was not guaranteed for Christmas delivery and shipment was going to be in about 2-3 weeks. We are communicating with the customer about how to proceed and are offering a gift card as an option to keep the order and get the products shipped within a week or two or cancel the order and get a refund. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a childs electric guitar during a post-thanksgiving sale as the hero Christmas present this year. Nearly a month later and almost Christmas, the item is still in the label created shipment status with the merchant and has never been delivered to ***** according to tracking, much less delivered to us. Needless to say, this item isnt arriving for Christmas. We have reached out to Loog MULTIPLE times over the past week by email and their online chat function with no response. Copies of email are attached along with ***** tracking screenshot. Online chat said wait time was longer than expectedI kept the chat open for 48 hours with no response. Also tried calling their customer service number which doesnt even have a greeting, just goes straight to hold music. This feels like a scam, and to say we are livid that they are taking our money without even replying to a status update is shoddy business. If this isnt resolved, we wont hesitate to share on social media what a scam this company is. Oh and get this - we get marketing email offers daily for Christmas lightning delivery which is laughable considering they cant even reply to an order placed a month ago.

  Business response

  12/19/2022

  Upon checking the tracking it is correct that the shipment has not progressed since November 26th, being a no-first scan shipment. We have offered the customer via direct message the possibility of a refund or reshipment. 

*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. ↩