Complaints

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 22nd 2024. I made a purchase To front end audio through a third party called reverb. The purchase description made it very clear that the music studio hardware I was purchasing was in perfect working order. Upon receiving the item I tested it and it absolutely did not work. I knew exactly How to use the hardware. I made an attempt to reach out And in the process , they tried to get me to open up the hardware and replace Parts of it myself. Which I did not do. After over 36 hours They provided me with a return label. I put the hardware in the original box as best as I could, And sent it back. They then messaged me saying that my return was unacceptable do to damage during shipping and I would have to either take the hardware back, or forfeit both my purchase and my money within 14 days. I paid an extra $43 to have it returned to me, and Upon receiving it back on Sunday March 10th 2024 It was Evident that they had Purposely damaged it and sent it back. Before returning it, they sent me a list of all the fees.I would be charged upon return. I was unaware of Any of these company's policy Up until I had told them there was an issue. At first they refused to deal with me through the third party and demanded that I emailed them, and in the end they resulted To ignoring me. I absolutely feel that This company had every intention on scamming me from the beginning. Now they don't have any Of that hardware in stock anymore, amd refused to make this right.

  Business response

  03/19/2024

  The customer purchase a product from our company that he claimed was not working properly. We tried to troubleshoot with him and/or offer an exchange but he only wanted a refund, so we sent him a fully paid return label and return instructions. Our return policy which is posted on our website and was provided to the customer at the time the return authorization, clearly states:
  
  "Your return must come back to us in factory fresh condition and in the original unmarked packaging with all manuals, warranty cards, and gadgetry. It is your responsibility to carefully open and maintain the product ensuring it is "just like new" while in your possession. If the unit is returned and tested to be in a lesser condition than it arrived to you, a restocking fee of minimally 25% will be imposed, or the item refused and returned to you."
  
  When we ship customer products everything is double boxed in high-impact shipping rated boxes and virtually indestructible. Furthermore, the manufacturer box also has molded foam inserts and extra padding to ensure the product is secure. This customer shipped the unit back to us in the original flimsy manufacturer box (not securely double boxed as he received it) and without any of the included inner box molded foam inserts or padding. The unit was completely unsecured bouncing around the inside of the box and has sustained significant damage. He also didn’t return the power cable or manufacturer paperwork. The customer was informed immediately and the return was refused and sent back to the customer per our return policy. We have fully documented each step of these events with pictures and videos showing exactly how the product was received back to us and exactly how it was returned.
  
  The customer takes absolutely no responsibility for his negligence in packing and returning the product. He continues to misrepresent the facts and threatens us defamation and slander, which we are currently documenting and preparing to peruse legal actions if it continues.

  Customer response

  03/20/2024

   I am rejecting this response because: A small dent was caused upon shipping to them, but when they shipped it back to me it was clear that they had destroyed the power switch from the inside. You can see in our chats that they sent me a picture once they received it back that the power switch was still connected. When I received it the power switch and power indicator were both disconnected. This unit did not work at all when they sent it to me, and it's extremely frustrating that they're scamming hard working people and now they're "threatening legal actions" I'm not worried about false claims of legal actions because there are grounds on which their claims stand on. As you can see in the new pictures I have provided, they clearly further damaged the unit so they could claim it was me. Even after they showed a picture of the entire unit still together. At one point they even tried to get me to open the unit and replace parts of it on my own which I refused to do so because I knew they were trying to scam me .
  
  Sincerely,
  Branden C***

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