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posted Dec-20-2009 
“You found the items somewhere else - great! We are glad you could get your order in time for the holidays... So you are ticked off at us because the order was unexpectedly delayed - that's understandable. We are extremely busy during the holiday time and sometimes things unintentionally fall through the cracks (and yes, this happens even with Casico - we deal with many a customer that come to us after they screw-up an order) It's an unavoidable part of dealing with people & business - you take the good with the bad...
But please don't twist the truth in a review about our site to make the situation worse...
- We offered express shipping at no charge and were trying to work with you to expedite the order to the best of our abilities.
Things get messed up, that's life - and we are sorry that we couldn't help you out with this order.
...but to publicly twist the situation to make yourself look like more of a victim is not a very professional act on your part as a responsible customer. Clearly you were aggravated enough about the order to write a negative review, but please keep your facts "factual"
”
posted Dec-20-2009 “Unfortunately back-orders do happen. This customer was notified of the back-order within the first few days of placing the order, and a delivery date of the first week of February was given. The customer jumped-the-gun a bit with this review - The throne came in as stated and shipped out on February 2nd and was delivered within a few days. All communication was prompt and accurate, but some customers are just impatient.
As for charging the card early, I will agree that this is out of the norm, but it is clearly stated on our web site that that is our practice. It is not intended to defraud customers, it is meant to protect us from fraudulent orders - which helps us keep our prices 10% to 20% lower than our competitors - Nearly all our customers understand this and don't mind the minor inconvenience at all.”
posted Feb-27-2010 “I do apologize for any delays in your recent order (I can't tell you are from this forum or even if you have placed an order, so unfortunately I can't help resolve any issues directly with the information at hand) - I take customer complaints seriously; If I didn't, I wouldn't waste the little free time that I have to craft a response. That said, you should make sure you have your facts straight before you make such unsubstantiated claims...
First, I will honestly and openly admit that due to our recent rapid growth in sales, we have become very difficult to reach sometimes and our email and phone response times are much slower that what we ideally would like them to be. This is an issue we are currently and constantly working to improve, and I completely understand any frustration due to this fact.
Make note that we are spending nearly every free moment we have to catch up on our back-log of customer communications, so if you have tried to contact us we should be able to respond to you very soon - We will work with you to correct any problems or answer any questions/complaints you may have.
Now, we are a small operation, but we are far from a "one-man-show" selling drums out of their basement as you imply - We are a reputable and manufacturer-authorized dealer for all the brands we deal with, with both a large web-presence as well as a heavily stocked retail location. We have been offering quality percussion products and services via mail-order (and now the internet) for over twenty years.
To your point, I would coincide that several of the testimonials on our our site are from customers we have been able to closely work with and help for many years, so I would admit to calling several of them friends and would even consider a few of them "family" of Drums on SALE - but don't assume that just because someone posted a favorable testimonial on our web site that it has to be from my grandmother. All of our customer testimonials are customer initiated and written; If we truly were a fraud and all of our customers were constantly dissatisfied, we would have closed our doors long ago.
As for your bogus free shipping claim, again I am not sure what your exact issue would be here, but our free freight policy (both the qualifications and restrictions) are clearly spelled out on every item of our web site...
http://www.drumsonsale.com/index.php?main_page=faq_info&fcPath=1&faqs_id=5
While we stock a lot of product in our shop, we list over 10,000 items on our web-site, and there are over 25,000 items total that we deal with; many of them being hard to find items that other retailers won't even bother to deal with. While we would love to stock it all, we just don't have that capability and therefore do have to order-in some items before they can ship out. Normally this is only a delay of a few days at the most, but manufactures can get bogged down with orders and occasionally run out of product as well, usually without contacting us about any delay. In actuality, we ship many of our larger items (such as drum sets) direct to the customer from the manufacturers warehouse; this saves an extra shipping charge and is part of the strategy that keeps our prices low - But make note; 95% of our manufacturers do-not/can-not sell direct to a retail customer, so don't assume you would even have the ability to buy an item direct from a manufacturer and in turn get it quicker.
I fully understand your concerns and can justify any anger, but I would only ask that while we work towards solving our current growing-pains, you could apply a bit of perspective to your comments before you trash a company with false claims just to vent your frustrations - that doesn't serve anyone on either side of the issue and really resolves nothing.”
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![Share](javascript:share_rating({"review_body":"I ordered a drum throne seat on Saturday January 10th 2009. The order still hasn\u0027t shipped as of February 3rd. I was told by Christian Kline at customer service that the base I ordered was out of stock and wouldn\u0027t be available till the first week of February. Then was told again that the basses came in on Friday January 30th and my order would ship by the following Monday February 2nd. It is now February 3rd and the throne seat still hasn\u0027t ship. Most online companies that I have orderd from in the past do not charge my credit card till the order ships. Not so with Drums on Sale. They charge the credit card as soon as the order is processed.","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/440037#comment440037","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"Iju","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Bad Business men last year ordered Sonor Parts that were advertised on their sight,year later never recieved them never told me about the back order.I ask them to refund my credit card could not do that <br>either.I was told that I would have to take up this dispute with my credit card co.All this tells me they <br>suck when it comes to doing the right thing call ethics.They being the Merchant is suppose to credit my<br>card very simple takes a few minutes I know I work in retail.Their web sight looks great but buyer beware!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/697046#comment697046","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"pmorrill","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I have placed two small orders of mixed brand items from Drums on sale during the past 4 Months. The orders were shipped quickly and were complete. I could not be happier with my purchases and will shop again with them.<br><br>John Long<br>Sydney<br>Australia","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/743403#comment743403","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"longjohn01","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Buyer beware: the seller is a fraud. He is a one man operation running his shop part time. He does not return phone calls or e-mail messages. Do not let the testimonials fool you. They come from family and relatives. <br><br>Buyers are advised to purchase from the manufacturer directly for faster service. The owner of this website is a reseller and has to purchase from the manufacturer before he can ship it to you. You may also want to purchase from a more reliable seller.<br><br>Don\u0027t be fooled by his claim for free shipping. I was fooled, but the guy took my money and still hasn\u0027t returned it. I plan to take this up with the AG of Maryland and the BBB.","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/544987#comment544987","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"drummerman43","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"The equipment is coming from Miami to Venezuela, I hope your arrival to arm and start playing. Thanks for your help","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/1416085#comment1416085","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"jogipi","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I just recently walked into Drums on Sale because I love to beat on my drums and I needed some parts. The store is outstanding! I could move my bed into the middle and live there. I purchased a DVD of Tommy Igoe that taught me more than I expected. I also bought new fancy sticks, a cymbal stand, and a cowbell. I needed a bell clamp but it was out of stock so I was told that someone would let me know when it came in. Three days later I got the email. Five days later I went back for it and purchased a snare head, a muffler for my bass, felt for my cymbal, a screw for my kick pedal, and received answers to a lot of questions.<br>I could not be happier with the way the staff took care of my needs or what the store did for my inspiration. Also, I still have a lot of money to spare; the prices are great! Madelene Grassello","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/742877#comment742877","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"Madelenie","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I stumbled across drumsonsale.com a year or two ago when I was looking for some die cast hoops. This was the best price out there on the hoops I wanted. Later I spent quite a long time waiting to find the an affordable set of floor tom leg mounts and bass drum tom mounts to come up for auction for some vintage drums I was restoring. I found the parts I needed new at drumsonline for a better price than most auction prices. <br> While I have several great music stores in my town that I support by shopping for my regular drum needs, when I hit one of those times where I need a hard to find part, I have had great luck finding the parts at drumsonsale.com.<br> I have made three purchases from drumsonsale.com and have had fine service, and good shipping times for my orders. I would definitely look to them in the future because they always seem to be the one place that has those hard to find drum parts.","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/765914#comment765914","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"drum","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I\u0027ve made a number of purchases with Drums On Sale, including 2 Sonor drum sets. I\u0027ve also purchased drum heads,sticks, mounting systems, bags... They had best prices on items I purchased and they had items that were otherwise hard to find. I\u0027ve never had any issues with them and have been very happy in all of my dealings, hence the repeat business. I\u0027ve recommended them to some of my fellow drummer friends.<br>The new web site is great as it offers a great number of useful drum and percussion products at sweet prices.<br>I did have an inquiry about a drum mounting part which never got fully resolved and I eventually moved to another option. They were waiting on Sonor, which didn\u0027t seem to provide the info in a timely manner. I would recommend to the merchant to keep an eye on open issues through their ticketing system and to follow up accordingly.","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/742681#comment742681","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"goranche","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Hi!<br>3 years ago, I purchased a complete Pearl drumkit plus cymbals, add-ons and upgrade-parts. Except for one missing little spare part on my order, every item arrived very well wrapped and in perfect condition. The total time of shipping might have been quicker, but I understood there was some process time at Pearl\u0027s HQ in Nashville. As I remember the feedback time of customer service was somewhat unstable, but I got my responses. However I\u0027m pleased with my trade with Drums on Sale.<br>DJ Gravdal, NJ","link":"http:\/\/www.resellerratings.com\/store\/Drums_on_SALE\/comment\/762364#comment762364","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Drums_on_SALE.jpg","store_name":"Drums on SALE","username":"DJ_Gravdal","rating":"4"}, "single");){kind=link}
"Lame, late, their going to make you wait.
I ordered two top notch Gibraltar cymbal stands on Dec 10. After waiting 8 days without any shipping confirmation info i had to make contact. Then they tell me that its Gibraltar's fault that they sent them only one. Like i don't know that their sent direct from the factory. Why didn't they just let me know? Anyhow while realizing that by the time they get it together i will not receive the item till after Christmas, i found them CHEAPER at INTERSTATE(ROCKS). So i canceled the order.
GET THIS, THEY RESPONDED
Look, you found them somewhere else - great, we are glad you could get your order in time for the holidays... So you are ticked off at us because the order was unexpectedly delayed - that's understandable , "stuff" happens sometimes... We are extremely busy this time of year and things fall through the cracks sometimes (Even with Casico - we deal with many a customer that are unhappy with their screw-ups) it's an unavoidable part of dealing with people - you take the good with the bad...
But don't lie in a review about our site that you found the item cheaper online (Link below, where they are clearly higher in price than what we charged you http://www.interstatemusic.com/webapp/wcs/stores/servlet/ProductDisplay?catalogId=10021&storeId=10051&productId=900025772&langId=-1&parent_category_rn=123460) and also lie that we wouldn't get the stand to you until after Christmas, where we clearly offered express shipping and were trying to work with you to expedite the order.
- Things get messed up, that's life, but to lie about the situation to make yourself more of a victim - not a very professional act on you part.
And if you are going to write review - please work on your grammar so people can understand what you are saying!
MY REPLY
Do you think that replying like this to me is going to smooth over the situation? Does it make you feel better poking at my grammar? Do you think that just because"stuff happens" I'm supposed to just look the other way? Calling me lair is going to do what for my attitude for your company? Do you know about the 15% off that i received on the order.
All i wanted was Sorry we screwed up we will get it to you at this time. Not, its Gibraltar's fault.
Customer service...Customer service...Customer Service,...I see exactly what you think it means.
ITS GOTTA BE A CHICK. SHE'S GO TO TAKE THE GOOD WITH THE BAD. INSTEAD SHE TOOK IT PERSONALLY."