ComplaintsforMassMusik

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new B-Stock *********************** desktop synthesizer from Massmusik on January 28, 2022 through their Reverb.com storefront. The item was described by Massmusik as being in "Excellent" condition, and the single picture of the item showed no flaws or defects.Upon receipt of the item on February 3rd, however, I noticed extensive scratches and gashes on the faceplate. The power adapter and instruction manual were also missing.I immediately messaged Massmusik and told them about the situation. They confirmed that the item had been in excellent condition before being shipped out. They said they would file an insurance claim and asked me if I wanted a refund. I told them I simply wanted the missing items and to have a replacement faceplate shipped to me. They obliged and said they would work to get the replacement faceplate (and parts) shipped to me quickly.I received the missing adapter and manual, but I have never received the replacement faceplate. I've reached out to Massmusik repeatedly over the past four months. Each time, they have strung me along and said that the item would be shipped soon, or that they were waiting for Korg *** (the US distributor for ***********************) to send them the part. They never follow-up on these emails and they never follow through with their promises.I am fed up with the situation and their lack of concern.I want the replacement faceplate and I want to be fully refunded for the damaged instrument they sent me, as well as for the time and energy I have wasted trying to resolve this situation. If they do not do so, I will take them to small claims court for the full amount plus legal fees.I have attached a transcript of my communications with Massmusik. I have also attached my receipt for the item.

  Business response

  06/14/2022

  Note to customer:

  *****,

  The part is finally in stock at Korg, part # ****** order WP00017221. Korg will not ship direct; unfortunately, but can forward you their tracking to ** and assign a label to you. I received your email saying you had checked on the part yourself so this item mustve arrived in the last few days. 
  I hope you understand that the part couldnt be fulfilled to you other than by Korg ***. Ive checked on the item dozens of times. I apologize it took the length of time it did but, as many MI items since Covid began, these delays have to do w/ supply chain issues; container shortages, containers literally backing up for months. I also received a BBB message which I will respond to shortly. If you prefer to wait for the faceplate to arrive, itll still be a week to get it to you. Ive also sent a return label if you prefer to return the item within the Reverb Platform. 

*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. ↩