ComplaintsforJericho Guitars

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order#***** November 7, 2023 Jericho Walnut Baritone 6 String **** was super helpful in getting the sell done and helpful with getting me set up in payments. Received tracking from ***** and it has not been updated. I have called several times, left two voicemails, and multiple emails to which now I have asked for a refund to my financing accounts. There has been no response to any of the communication which in turn I chose to request the refund.

  Business response

  12/11/2023

  We made a special split payment for this customer to pay with multiple cards and then packaged his guitar up before the weekend shipment going out (2 drop-offs per week). There is nothing out of the ordinary here.  Had he not requested a refund within hours after his purchase, it would have been out the door Friday.  This "several day" update issue is resolved because the guitar was not scanned in, so now that the Holiday Weekend is over and Monday Morning has finally come, we will process this request.  
  
  Leaving one calendar day between phone calls, two voicemails, and several more emails is a sure way to get a response within our 24 hour window required for responses. (see FAQ ***** hours).  Luckily, someone was monitoring the messages and held your guitar back instead of shipping it, so you could get your refund without also getting the guitar. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a guitar in the amount of $1099.99 on July 30th 2022, it was a preorder i tried to reach out to the company to refund me and cancel my order before shipping but i was unable to reach anybody and the card i used got issued to another bank so refunding the card wouldn't have worked. So I let it go after multiple calls trying to reach someone and decided to try out the guitar. Today April 11th 2023 i received the guitar and i really don't like it it's awful. i tried calling again and left 2 voicemails no answer also sent and email through their website no e mail back. I am willing to pay to ship the guitar back i have no problem with that i would just like the money i paid for the guitar back. order #***** i can forward the email with proof of payment to an email address if needed.

  Business response

  04/13/2023

  **** bought a Pre-Order for a production that shipped before the date we set aside for shipping, April 15th.  He got it on the 11th;
  
  *****************************************************

  He said he didn't like it, but he actually requested a refund last year right after he bought it.  In full honesty, we didn't read this message because we confirmed his address just before shipping and he sent it, that email is attached. As a result, we sent his guitar. He asked for a refund the next day, so he is shipping it back to us.  This is that tracking number; 

  *****************************************************

  When the package gets here we will obviously process his refund.  Pretty complicated, I realize, but for lack of a better term, its been a hassle to get the details straight.

   

   

   

  Customer response

  04/13/2023

  I have reviewed the business response and accept this resolution. My only concern is how they will refund my money the credit card I used to pay for the guitar expired and got sent to another bank another card the card I used is no longer in service and is long gone. Id really like to know if they a going to send a check or what? 

  Customer response

  04/19/2023

  They received the guitar on Monday I emailed them yesterday twice they have a real problem communicating. They now have the guitar and my money and still have not told me how they plan on getting me my money back because again the card I used to buy the guitar is gone and no longer in service. How hard is it to just tell me how your going to give me my refund?

  Business response

  04/19/2023

  Hey, I will type here this last sentence and the proof of that is on the original message;

  When the package gets here we will obviously process his refund.  Pretty complicated, I realize, but for lack of a better term, its been a hassle to get the details straight.

  In addition to this, the package was sent to a return address which delivered Monday, we received it today here, we are inspecting this package to make sure its actually in there, then we will refund his original amount back to the original transaction, as we would anyone who requests a refund.  In this case, we will give him his entire transaction amount instead of charging the repackaging fee.  The original comment still remains concise in this circumstance, I will repost it here;

  When the package gets here we will obviously process his refund.  Pretty complicated, I realize, but for lack of a better term, its been a hassle to get the details straight.

  Business response

  04/19/2023

  Refund is done, attached is the refund tied to the initial transaction to prevent any issues with banking.  We are not a financial institution so if there is some issue with a financial institution, please contact them with your records and they will give you your money.

  To finalize, This is a typical transaction process best done with patience and understanding.

   

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - Transaction date: Tuesday, July 5 - Money sent to business: $1,043.99 USD - Business committed to provide an electric guitar instrument - Dave M******* from Jericho Guitars contacted me after a purchase made on his website stating that the item ordered was out of stock due to COVID. I promptly asked for a full refund, yet it has been over two weeks without refund. - The business has seemingly not made any effort to solve the problem. Jericho Guitars seems to only have a single support agent (Dave M******* himself). I have called the company quite a few times only to be redirected to voicemail, which also went unanswered. I have sent several emails to Dave requesting a refund which have gone unanswered. - (Order #XXXXX) (July 5, 2022)

  Business response

  09/07/2022

  Business Response /* (1000, 7, 2022/08/08) */ This guy definitely did get a full refund because they requested it, do I just send the copy of their refund? Consumer Response /* (2000, 9, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a guitar from this company on November 26 2020. The item was never shipped and I was never given a tracking number indicating it was shipped. I emailed with the owner of the company seeking a resolution of either the guitar I ordered or a refund and he said he could not do that.

  Business response

  11/30/2021

  Business Response /* (1000, 7, 2021/10/05) */ Hi there, I have refunded ******** **** in full for his guitar. The original guitar was sent via FedEx and the label was stripped, the guitar was sent to Salt Lake and cannot be returned. All should be good. Please confirm. Thank you, Dave ******** Jericho Guitars, LLC jerichoguitars.com baritoneguitars.com (XXX) XXX-XXXX x ***

*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. ↩