"I bought a vintage mosrite guitar from a seller on reverb for nearly $3k. The guitar was listed in excellent condition and the seller described the guitar's condition as "great" ... "with minor wear". Plenty of convincing pictures to win me over. Upon receipt, I tuned the guitar and immediately could tell it was messed up. One of the pickups were several decibels quieter than the other, many parts including the bridge of the guitar did not show wear consistent with the rest of the guitar. The neck was severely warped and the guitar buzzed loudly when on the amp. The rig was completely unplayable, so literally within 2 hours of receiving the guitar I was standing behind my luthier watching him go through this guitar for me. He pointed out a couple of things I didn't notice-- the guitar having been partially refinished and the neck very likely not being original. I declined to have him repair anything, instead I put the guitar back in the case and took it home. I requested a refund within 5 hours of having the guitar. It took the seller more than 24hrs to rebuttal my refund and a couple more days before reverb stepped in to "help". I was very patient for the first week and reverb took complete advantage of that. I requested my refund on a Friday afternoon so understandably, I wasn't expecting resolve until the next week. -Crickets- I finally called reverb after a weekend, a work week, and another weekend-- Having heard nothing but crickets, I called reverb that Monday afternoon to see if they were doing paperwork or something? Nope, me and my money were just on the back burner. After a couple of failed phone call attempts and failure to return calls, I did finally get to chat with my assigned representative "Chris K.". He failed to call me back twice, forcing me to contact him both times. Chris K. made me feel like he was sympathetic towards the seller which was also very frustrating. Chris did not want to give me the refund but I asked him to call my luthier to verify what I was saying was truthful. That is the only thing that saved my bacon-- The luthier remembered the guitar because mosrites are so rare and unique. After they spoke, it took Chris a few more days to contact me to let me know I'd be receiving a shipping label and eventually a refund. I just called Chris again 15 minutes ago but he was busy. I left a message for him with the rep I spoke with saying: If I don't have a refund today (Friday) I will be contacting my bank and reversing charges. I got an email while typing this review saying my refund is approved and I will have it on Monday. *sigh*

Purchase Date: 28 OCTOBER.
Received: 2 NOVEMBER.
Request refund: 2 NOVEMBER.
Refund approved: 17 NOVEMBER.
Refund received: Pending until 20 NOVEMBER.

Absolutely ridiculous. I still feel like the guys at reverb on dancing on my grave. Buyers should avoid these asshats, I know I will be."

"To give them credit, I did at least get my money back eventually, but I went through HELL doing it. I bought a guitar that was deceptively listed in "excellent" condition only to get it covered in hundreds of dollars of cracks in the finish. For the price I paid, it was unacceptable. In fact, for half the price, it would still be unacceptable. Despite having a great seller rating, the seller was rude as all get go. I sent him the evidence only to be ignored. I contacted the Reverb staff, who gave me the runaround for two whole weeks. I was constantly promised they'd "get back to me within 24 hours" and were "sorry for the delay" at least four times, and I contacted about every two days. Only when I started sending the chat transcripts to my email (after the fourth time or so) did they start to cooperate. I've been watching a lot of Judge Judy and let me tell you, I would've been ready to sue. And while I did get my money back, it doesn't pay for the stress, worry, anger, and pointless blow to my credit score. Long story short, I bought my next guitar from eBay with the refund. I am posting this review as a criticism and genuinely hope they improve in the future. This was a ridiculous experience. "

"I never write reviews about these types of places. I sold an item as is, which according to their policies appears to Trump any shop policies. I listed a cymbal with picture. Person bought it and polished it, played it, then requested a refund or partial refund. I asked him to send me pictures, which are really hard to see. I sent him the pictures I had posted and to point out a crack, he didn't. Filed a claim and they instantly said it was damaged when I sent it. I issued a partial refund as they stated I had to. Then reverb comes back and somehow changed the amount they thought he said. I have screen shots and am contacting my bank in the morning as something doesn't seem right. I also told them to cancel any refund as they decided to change the amount, they said they couldn't. Told them to cancel my account, they didn't, they were one sided and I feel like they are dishonest crooks. "

"Wow, what a runaround.
If music was BS, Reverb.com would be a symphony"

"The do not enforce their own rules. They take the buyer's side 100% of the time. There rules say, "7 days" to return a vintage instrument. No, wait, the buyer broke it and wants to return it at the 16 day mark.

Oh, we're Reverb and we will kiss your **** Mr. Buyer. We will charge the seller's account and screw him over and give you a full refund. Of course, if the seller is lucky enough to ever see his merchandise again and is broken in pieces, well, that's just too bad because we don't enforce our rules on "seller protection" even if it is the seller's who pay our salaries!"

"So I bought a $300 pair of headphones on Reverb that was a knockout. Communication between the staff was very smooth and I was given a full refund quickly. I did have concrete proof and the seller was acting all shady too, deactivating his account right after selling the item to me. Reverb probably know this guy is no doubt selling counterfeit items and process my refund without any hassle. Shoutout to Brian S., the staff who helps me get the money back quickly.

So my conclusion is, if the item is undeniably faulty, you are protected by Reverb. But if you're talking about trivial, complicated issues like a crack in the guitar neck or lost in transit, maybe you're in for a rough ride.

I'd give them 3 stars, but I'll give them one more to boost the low rating that they don't really deserve."

"Collecting a ton of gear I've always wanted and got it for the nice price. Smooth sailing. "

"Every interaction I have had with reverb has been phenomenal. I have both bought and sold through the site and simply will not go anywhere else for my music gear needs from now on. The staff is knowledgeable and passionate, and every other person I've worked with via their sales system has been great. I did run into one or two situations with a seller taking some time to ship, but the reverb service team handled it flawlessly in both cases. A+"

"I discussed with one of their staff whose number is +91 96500 90326 is , they don't know how to deal with their customer I wanted to rate 0 but their is no option. They don't know the customer value I recommend u if u r going with someone special please choose reverb they have very wrost staff they don't know the value of your near & dear once if there will be a option of negative raring will defenatitily give a -infinity"

"No one knows what they're selling. I recently purchased a vintage Guild guitar from the Bonfire's Vintage located in Portland. He sold me a '61 but really was a '65. The tuners he said were original but they were not. Also there was a crack forming by the neck and he stated no breaks, no cracks, no funny business. Do not buy from this guy or reverb for that matter. I also purchased a pedal which was listed as excellent and the 9 volt connector was coming apart. DO NOT BUY FROM REVERB UNLESS YOU KNOW EXACTLY THAT IT IS DESCRIBED AS IS!!!"

"Purchased a guitar listed as Mint condition. Arrived with (literally) a crack in the neck binding, AND a yellow stained pickguard (was supposed to be white), AND totally scratched up pickups. Unbelievable. Reverb (even after reviewing my photos clearly showing the issues) still sided with Seller. I'd never imagined such a horrific scenario. Reverb.com was useless and I've been afraid to buy anything online ever since.

Ebay sided with me immediately and I shipped the guitar back. The nightmare continued, and (for the first time in my life) USPS lost the guitar. After 3 months of post office "researching" the item, they determined it lost forever. I was out the cost of the guitar, the cost to ship it back to fraudulent seller, AND the guitar itself. Reverb did not care in the least.

I've shipped items for years via USPS, and they'd never lost anything. Knowing this, and in the interest of not wanting more expenditures / extra shipping charges, I opted to not insure. That'll teach me. ...mostly, however, Reverb.com will NOT stand by you, even if you have purchased from a fraudulent seller. You are on your own. "

"illegal linking of different accounts by DEVICE ( NOT even ip) and then refusing to fix the problem they caused unless you play middle man to fix the problem account they link yours to and without any compensation from them for the hassle they caused. they will just say it is all your fault not theirs. just use ebay better service and support and at least ebay will acknowledge and correct an issue they caused unlike the crokked people at reverb."

"..A hipster horror film, one that involves breaching contracts and abusing the definition of both business and community.

Basically, I had roughly .25% of all the listings on Reverb for Fender items at one point - a total of over $130k in listings. Reverb refused to use their own website to email me about issues - even after they claimed they would do that (after they stole money from me for a case that was open that was only reported in my email which receives hundreds of emails a day and that I do not use to contact about issues). They did this multiple times, the last time I told them to pound sand. They refunded a buyer BEFORE I received my sale back. The CSR said, "I have it on my desk". How in your TOS do you say you don't interfere directly in buyer/seller transactions but you have my item physically on your desk? Are you for real? I called them out for their breach of contract, hypocrisy, and otherwise ridiculously stupid approaches to conducting resolutions (they don't even have a resolution center, last I was on the site).

They then restricted my account. I was paying them $8000 a year in fees. They falsely claimed on a banner on the store that it was due to missing tax info. Then they said it was due to dispute issues, I wasn't doing what they wanted. I told them to pound sand, lay off my business, and let me do what I'm doing in peace and stop interfering grossly. They then indefinitely banned me, the CEO (!) personally emailed me. He asked me why "Reverb's CSRs were upset" about my interaction. I kid you not. This is a company of 100 employees. Obviously I was big. I told this schmuck off, told him to quit breaching contract. He basically said they can do whatever they want and if I don't like to leave. He then reopened my acct. I told him if he didn't reimburse me for the dispute costs and for 2 days of lost sales, I would leave. He refused; so I said I'll be phasing out my sales over the last three months of the year (happened in October 2016). Instead of allowing me that, he banned me permanently. I kid you not. These people are idiots. You won't let me file out in peace? How do you close, open, then close an account like that for no legitimate reason except you're offended by the fact that I'm not a tool for you? I have contemplated suing them for breach of contract due to the fact I lost easily 750 man hours of work; I lost multiple sales at the end as well; I also could not access tax forms or information pertaining to taxes as I cannot see anything on the site. Shameful, pathetic. I hope the fools read this and cry a river."

" I purchased a keyboard that did not work I contacted Reverb and made them aware of the situation and they had me to send it back. The seller claimed that keyboard cover was missing when it wasnt included. Reverb sided with the seller for no Rhyme or Reason and is holding my money and will not respond to me I had to get my bank involved to get my money back"

"So, as many written here I also had the unfortunate experience to lose my account over seller's fault (weird right?). Long story short - I bought an explorer that was broken in transit because the seller did not pack it right (later I found that the explorer had once been broken and repaired without that being disclosed). Reverb would NOT face the fact that all of this was entirely seller's mistake and refused to cooperate in any way. I had to deal with the shipping insurance and I had to argue personally with the seller about the obvious, however once the word 'attorney' got mentioned things got slightly better. I got to receive enough funds back to repair the instrument and move on (sounds quick but it took a lot of wasted time and nerves for which they will never reimburse me). All of a sudden my account was suspended (and they suspended the account of my renter because of similarity of the names LOL) and no reason was provided. While I know people feel the hype of a new marketplace I think this is a BAD idea if you are seeking to stand up for your rights while providing proof for all! It is not designed to favor you, it is designed to **** everything out of you - be it photos, knowledge and ALL of your communication is monitored 100% of the time, especially if you are one of the 'good ones'. All in all after the fact that I was the one that shared so many ideas about the platform while it was not even in construction and after the fact that I pointed them to the forums where they got the 'bump' and many other ideas from I got 'robbed'. Even my photos were used in the price guide WITHOUT my consent (I have to underline, those photos were TAKEN from my photobucket account and none of those listings/pictures were EVER sold on Reverb!!!). That is how they say Thank you ;)
"