Complaints

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have emails from ordering a pedal from this company called saturnworks. The pedals I ordered was a custom pedal with specific parameters that were never met. The seller never mentioned any special cable would be needed and when I receive the pedal and it did not work I emailed the company and I was told to buy a "trs studio" cable. I purchased the aforementioned cable and the pedal still did not work. If a custom order does not meet the specifications nor even function properly I felt it fair to have my money refunded. I asked for a refund and the seller became childish, rude, and dismissive. I was only told they would let me pay to ship it to them to be tested, another additional hidden cost to the pedal, after I had also gotten the "trs studio" cable. I was even generous enough to tip the seller and extra $20 to support smaller business. I feel I was misled by the seller and ripped off or scammed. I have the emails saved and a video of how the pedal should function and a video I took of the failure pedal saturnworks sent that doesn't function. The seller seems to have a history of poor business practice per their bbb history. I fear I am the most recent victim of an aggressive seller's fraudulent behavior.

  Business response

  08/15/2023

  This customer commissioned a custom auxiliary (aux) switch to use as a helper switch with another more complex device. We provided him precisely the switch that he ordered, including a custom layout, a custom gold painted enclosure, and upgraded components. The switch itself is a simple electronic switch design essentially consisting of three on/off switches. We have manufactured hundreds of such switches for more than a decade. We tested his switch before shipping, and it worked flawlessly. As an auxiliary switch, the switch needs to be configured with the device that its designed to control. These devices often have their own specific setup and configuration requirements. As were not able to provide in-depth technical support for thousands of devices designed by other manufacturers, using the aux with these other devices requires the customer to read and understand the setup/configuration information provided by the devices manufacturer. The customer clearly did not read or follow these instructions, as part of the setup instructions for his specific device clearly states that he must use a TRS (aka stereo) cable. Contrary to what he states, there is no such cable as a studio cable. He may still be using the incorrect cable to connect his switch to his device. All our work is covered by a 1-year warranty against parts and manufacturing defects. As we communicated to him, we are happy to do a warranty evaluation on his switch to confirm that it is still working properly. However, as his switch is custom work, per the conditions on the invoice he paid, we do not accept refunds on custom work. We are happy to work with this customer to ensure that the switch he ordered works properly. We can test the component that we built, but we cannot provide detailed technical support for another brands device, particularly if he is unable or unwilling to follow the devices basic setup instructions. 

  Customer response

  08/15/2023

  I am rejecting this response because:

  my product doesnt meet my expectations. 
  You may reject (refuse to accept) a product that turns out to be different from what you expected based on a written agreement/contract. (Note: if you have already accepted the product, you may still reject it within a reasonable period of time, generally a few days). The seller would then have an opportunity to fix the problem, and if it does so, you must then accept the product. But if the seller doesnt fix it, you may cancel the purchase.

  My first email to this company is as follows: Hi, my name is ***. I contacted you on reverb about a custom aux fs3x. I wanted the old style orientation of buttons on the foot switch. Also my favorite color is gold.
  Please let me know what you can do.
  Thank you
  

  I received emails from the seller claiming they could deliver the product I contacted them about. I will copy the sellers response to my email as follows: Hi ***, 
  Thanks for reaching out. 
  We can do that layout, yes. Are you saying that you want a gold painted enclosure? 
  **********;

  I again emailed to give further specifications for my order, that email is as follows: I looked over the graphics and I think Meteors will look great. I will also do the Switchcraft jacks upgrade. As far as the switches go I'm a little unsure on that part, have any advice? This pedal is for a dod rubberneck pedal.
  

   deceptive business practices or sometimes unfair competition or unfair trade practice. This can mean many things, but essentially it means that businesses must not do unethical things. In particular, they must be truthful about their products and services. Businesses may not engage in deceptive or unfair marketing, including false advertising or other business practices.4  It can also apply to companies advertising goods without having the expected demand in stock, representing a repair is needed when it is not, representing rebates that have hidden conditions, and misrepresenting the authority of a salesman to close a deal.

  I feel this company is attempting to hide behind an unlawful company policy as an attempt to intentionally commit a fraudulent act and scam buyers.

  I contacted the business and tried to troubleshoot and I was told to go spend money on a cable and they claim their product is "perfect". Unfortunately this hostile and aggressive business practices is causing harm as I have been scammed out of my money with no option but to send the device in at the cost of shipping to a company that without having seen the pedal claimed no liability. That is a scam.

   

  
  

  Business response

  08/16/2023

  As stated, we have provided a working custom product exactly as commission. All of our pedals are covered under a one year warranty. As communicated to the customer already, we are happy to provide a warranty evaluation for his custom work any time in the covered warranty period. We consider this matter closed.

  Customer response

  08/17/2023

  I am rejecting this response because: I did not get what I asked for and the seller did not deliver on their claim. The seller has not checked with me if the product meets the order specifications for a custom aux fs3x (it does not). The seller is attempting the circumvents the law. Unfortunately the seller seems content with being a scofflaw. 

  here is where the seller tells me in an email that I need to buy a "trs stereo cable".
  Email as follows: If you're concerned that the switch isn't working as expected, you need to be sure that you're connecting it to your device with a TRS (stereo) patch cable. It won't work properly with a standard TS cable. If you're using a TRS patch cable, you may want to try another TRS cable in case your cable isn't working properly. That's the most common issue we see with that type of application. 
  On Sun, Aug 13, 2023 at 12:11?PM Saturnworks

  This is the continued aggressive and dishonest business practices I have had to deal with from the seller. The seller said in their first BBB response that "there is no such thing as a trs stereo cable"

  Why was I told by *********************** to get a trs stereo cable if there is no such thing...

  ***** the owner of saturnworks has a history of giving misleading information and then playing the blame game on unsuspecting consumers. This is a dangerous business to public welfare and ***** will continue to run as he claims to have closed this matter. I find it unfortunate the seller is so desperate to cling to a few bucks over their integrity. Do the right thing ***********************, there is still time.

  
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 2nd, I was in email communication with Saturnworks because the pedal they recommended (and I purchased) was not working properly. I was given the option to return the pedal for a refund, which I did. Upon receiving the pedal I sent back to them, Saturnworks sent me an email return receipt that showed only a partial refund was given. The reason I was given (by an employee named *******), was that, in addition to the pedal itself, there was something called a "Dunlop rubber k*** cover" that was sent with the pedal and was supposed to be returned. I explained to ******* that the pedal I received did not have a rubber k*** cover, and so there was nothing additional to return on my part. I asked that the additional refund be given to me. This was refused, as ******* continued to communicate that the missing part was my fault, and ignored the repeated replies from me that my pedal did not come with a rubber k*** cover. ******* is refusing to refund the remainder of my purchase, and furthermore, suggesting I'm a liar in regards to not returning a part I never received (which is not even necessary to operate the pedal).

  Business response

  05/23/2022

  Customer failed to return all merchandise sent. A partial refund was applied for the merchandise received (minus $4 for the missing part.)

  Customer response

  05/24/2022

  I am rejecting this response because:I have already stated multiple times that I did NOT receive a rubber cover. I cannot return something I never received. Saturworks continues to ignore this statement in their replies, as if I never said it. I do not appreciate being called a liar. I am a first time customer, with no history of conducting bad business. I can only suspect that this is a ploy by Saturnworks to keep customer money after returns are made, in excess of their stated restocking fee. I don't understand why a thriving company would be so unwilling to make this right. I CANNOT RETURN SOMETHING I NEVER RECEIVED.
  

  Business response

  05/24/2022

  As stated in previous communication, we are happy to refund the difference between the cost of the missing part and our stated restocking fee. The refunded difference would total 10 cents.

  Customer response

  05/25/2022

  I am rejecting this response because: Saturnworks is still alleging I am responsible for the missing rubber cover and refusing to ***** my refund for that part. I restate again that I never received a rubber cover. There is nothing to return, and therefore rightfully deserve my refund.
  

  Business response

  05/25/2022

  Per the policies detailed on our site, returns are subject to a 10% restocking fee. We have refunded the difference between the restocking fee ($3.90 on a product value of $39) and the cost of the missing part ($4.00), which is $0.10. The customer has therefore received a refund of the value of the product, minus our stated 10% restocking fee, for a total refund of $35.10. We consider this matter closed. 

*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. ↩