ComplaintsforGold Rush Vinyl

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My business ordered 500 vinyl records from GoldRush Vinyl on January 8 and we were promised that we would receive our order by the end of March to ensure a timely arrival for our record release on April 19. We were told days ago that they would be more than a month late and that the business wasnt going to offer any compensation for the financial stress that this is causing our business. They wouldnt return my calls and they never even offered an apology. After I demanded a refund for this product, and to still receive my product that was paid for, they blocked me on social media and told us this morning that they reserve the right to refuse service and that they will not be sending us our product at all. Im finding out now that they do this to other businesses a lot. Their mistake is costing my business over $10,000 and they wont accept responsibility.

  Customer response

  04/18/2024

  Our business is ****** & Mud LLC. The order was paid for by my business partner/our manager **************************

  Business response

  04/26/2024

  Dear ****** & Mud  
  
  RE: Response to Complaint Filed with the Better Business Bureau
  
  We acknowledge receipt of your complaint filed with the Better Business Bureau and appreciate the opportunity to address your concerns here.
  
  First and foremost, we want to again express our sincere regret for the frustration and disappointment you experienced during the processing of your order. These feelings are justified and we understand the inconvenience of the manufacturing defects that led to delays in fulfilling your order.
  
  As outlined in the Terms of Service accepted with your order, we strive to deliver high-quality products in a timely manner, but unfortunately, due to the nature of manufacturing processes, we cannot guarantee specific turnaround times. We did not get into business to disappoint customers or their fans, and have undertaken a review of our internal processes, communication flow and third-party vendor selection to find areas for continued improvement. While this does not change the outcome of your order, it is something we do take seriously and will be looking at more closely.
  
  In recognition of the inconvenience caused to your business, we issued a full refund and absorbed all costs incurred up to that point. Thank you for confirming the refund was received.
  
  However, we must also address the circumstances surrounding the cancellation of your order beyond the refund. Regrettably, despite our best efforts to resolve the situation professionally, we found it necessary to cancel this order due to unprofessional communication.
  
  At Gold Rush Vinyl, we have an obligation to protect the safety and well-being of our employees. Therefore, we have a strict zero-tolerance policy against harassment or bullying of any kind whether internally or externally. Unfortunately, the behavior exhibited towards one of our employees rather than just our company was unacceptable and violated our company policies. Consequently, we made the difficult decision to cancel this order per our Terms of Service. We appreciate that you may not agree with this decision or how the communications were received, but we must maintain a respectful, professional and safe workplace environment.
  
  Moving forward, our team will transfer the completed goods associated with your order to another manufacturer of your choice in an expedited manner at our expense, working with the other manufacturer to get your order out to your fans. While we truly regret we could not meet your expectations, we do wish you and your team continued success with this project and your musical endeavors.  
  

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