Customer ReviewsforLoog Guitars LLC

I placed an order for a Loog 3 string children's acoustic guitar on November 29th 2023. Fee paid in full.The guitar has not moved in over ten days past the estimated arrival time. There was no warning about arrival times delayed until after Christmas. The company has not provided adequate information regarding the order - they simply send automated responses with little follow through or useful information. They refuse to contact me with a real person and do not have a phone number. I want to get a full refund

The guitar was delivered December 19th, the weather conditions in ****** delayed a bit the transit but it was delivered well before Christmas and the customer confirmed with our support team they have the product.

I placed an order on 11/25 for Christmas. I was fully charged for the order. When I had not received shipping information approximately 2-3 weeks later, I contacted customer service. I was told that the item would ship out the following week with expedited shipping. When the following week I still had not received shipping information I contacted customer service again. I did not hear back directly. On 12/21 I received a mass marketed email stating, essentially that it was the customer's fault that the items were in short supply. They blamed the customer in 2 ways: 1.) Stating there was a sign on the website informing that orders may not make it in time (there was not); 2.) Stating they had sent email to this effect (they had not). In addition, I have saved every email sent from the company and as late as 12/16 they had sent promotional emails guaranteeing Christmas delivery with new orders. In return for not having Christmas presents for young children they offered a paltry credit on their website.I certainly understand supply chain delays, increased demand beyond the company's control. However, to blame the customer is unconscionable. Furthermore, who would want to spend more money at this company after such an experience? A credit to do more business with them clearly only benefits the company. I asked for a more customer centered resolution to this issue (partial credit for already placed order) and never heard back. I asked for at least a reply to my concerns. I gave them a specified time to respond to me directly. I never heard back. As a result, I feel compelled to file this review now.

The order was placed on November 25th when at the time we have a note in the product page stating that orders for that product (electric guitar) was not guaranteed for Christmas. After the order was placed an email was sent reinfiorcing that to make sure the customer were are the order may not arrive by Christmas. Still, we understand it may not have been the best option to use that communication method as many customers were confused. In any case, on this order we agreed with the customer to ship the products again and they have been delivered already.

I received a completely inadequate response from the business. Essentially, their response on this was the same as the mass marketed email I received earlier. Again, they blame the customer. Not only do they blame the customer, they lie. Not only was there no sign on the website, I never received the email they claim they sent. I have saved every email including all the unsolicited emails and will be happy to provide them if someone wants to peruse. Finally, when I sent the comment, I had not received the order. They responded almost a full week later. Their response is completely inadequate, even offensive. I specifically submitted a review, not a complaint, hoping to give them a chance for a more civil and professional response. Clearly that does not seem to be the case.

Sorry if it felt that way, we certainly try to learn from this. If there is something we did not do right we try to improve upon it. Apologies for the inconvenience with your order. I think it was now all delivered. I hope the experience would have been different, but appreciate the opportunity feedback.

I placed my order on November 24th. The confirmation had no ETA on shipping expectation however, upon checkout, the estimate was 2-3 weeks. It was in stock when I made my purchase. I waited until two days before the 3-week **** to request an update on shipping (Dec 13th). I received an automated, generic response that provided a link to my order details - no shipping info, ETA, or helpful information. I responded to the generic email on Dec 14th. On Dec 16th a representative emailed and stated "We should be shipping the order in the next 24 hours. We're putting it on expedited shipping and it's on us!...". It's now the 19th and I have yet to receive a shipping notification so I email again. I get, yet another generic, non-specific response, "We are experiencing a major inventory discrepancy. We have placed the order on expedited shipping and it's on us! We will ship this as soon as we have sorted the stocks back in stock."Completely confused due to the contradiction and the time in which I've been waiting, I emailed again asking for a clear answer as to when my child's Christmas present would be shipping. I then get the following response, "Everyone has been fairly busy this season. We are experiencing a major inventory discrepancy. We have placed the order on expedited shipping for no extra cost. We will ship this as soon as we have sorted the stocks back in stock. Unfortunately, due to the circumstances, this may not be delivered before Christmas. ".If they didn't know they would be able to deliver, they shouldn't have provided statements as such. They had numerous opportunities to provide clear expectations. Theyve stated the shipping is delayed to to them not receiving product. They showed in stock on web. Had I known within the month they were able to communicate with me that I wouldn't be receiving the only item my child asked for in time for Christmas, I would not have been as upset and would have prepared to have an alternative present for my child.

Upon reviewing this order it was the type of experience we try to avoid but unfortunately the experience for the customer was very bad. As of now the order was fully refunded. We at Loog are taking this experience to try to improve our customer support capabilities. 

I ordered the guitar with the case which is about $200. All I got in the mail was the guitar strap in my mailbox. The tracking number says everything was delivered l, however it also says the package was in my mailbox. A guitar cant fit in a mailbox. When trying to contact customer service to find out if its in two shipments or not, so far no one has returned my phone call or picked up a phone. No one has answered my email , and the live chat said that it was a longer wait time than usual and then timed out on me. I will gladly update this if my problem is resolved. However right now I have a $200 guitar strap for Christmas for my son.

This order was completed and by a mistake from the fulfillment center only the strap was initially shipped. After the customer contacted our support channels we were able to look into the issue a send a replacement shipment which is now delivered. Unfortunately the timming was not ideal as the order was delivered after Christmas.