"Sold a pedal

Buyer claimed it was DOA. Wanted refund.

Buyer difficult to deal with even before receiving pedal.

He sent it back, and I explained it was potentially user error. I'm more than happy to refund if the pedal is truly broken. I had my suspicions though.

I received the pedal and was just user error on his part.

I filmed a video putting the pedal through its paces. Sent the video to the buyer, and sent the pedal back to him happily covering the shipping costs ince again.

I assumed he'd want it if it worked. There would have been no way to know otherwise as we wasnt messaging me back.

Not only that, but through all this, I have a "as-described" policy meaning, unless the pedal is broken, the sale is final.

The pedal wasnt broken, so it seems logical that the sale should have been final.

I've been attempting to communicate with reverb support through all this.

They take days to respond to questions, and dodged difficult questions multiple times.

Buyer declines shipment and sends pedal back to me.

Leaves 1 star review on my site breaking my perfect streak of 5 stars.

Says, "pedal wasn't working, avoid this seller!"

I ask reverb if they can take the review down since they know the review is a flat out lie after seeing videos and message transcripts.

They say they cant. They just said to respond to his feedback and resell the pedal.

I've paid for multiple shippings at this point and have wasted 2 weeks. The refund money ar this point has to come out of pocket since I purchased another pedal after the buyer received the pedal originally.

I asked reverb, "you can see how reselling this pedal when there is feedback on my page saying the pedal is defective would be next to impossible, right?"

They dodge the question.

Horrible experience and a complete waste of my time and money. I'm assuming anyone can return any piece of gear at any point for any reason and reverb would ALWAYS back them. "

"I just had the horrible experience of using reverb.com for the first time. They have an absolutely ridiculous policy I'm waiting for the buyer to confirm that they received the item before they will pay you. It doesn't matter if UPS confirms that the item was delivered they only care if the buyer confirms it. Which opens it up for fraud. Contrary to what their chat will tell you when you are setting up to sell for the first time their site does not tell you they wait for buyer confirmation on your first sale openly. You have to read all of the fine print and click on a link to find it. I know they are doing this to be Shady otherwise they would have made it clear without you having to click on anything. Furthermore I have had ups attempt to deliver the item twice and the customer does not bother to be there but all they will do is attempt to call them they will still not give me my money. So at this point I am out $72 for the shipping plus the actual item. If UPS Returns the item to me they say they will refund me that the shipping and packaging cost but given the fact that they have done everything else Shady in this transaction I'm willing to bet that there's a catch. Do not use them at any cost I will not be anymore. As compensation they act like it's big deal they give you $25 in what's called Reverb bucks which are completely useless and not even worth anything because you cannot convert them to cash you can only use them on their ridiculous site which I will not be using ever again. They're horrible policies have made this my first and last sale with them and I highly recommend that all of you do not use them. Maybe when they start losing sellers over this in large quantities they will Shape Up but I doubt it. Oh and by the way their chat support people will simply end the chat on you if you argue with them and not just act like a good slave and take their ridiculous policies. I have had two of them end the chat on me because their entire attitude is it's their way or no way other at all. They will not bend their policies even if the issue at hand is not your fault. Another sign of their shadiness is they do not have a way for you to get ahold of anybody higher up other than their chat supervisor. If you go on the BBB website you will see quite a few complaints about them."

"Had nothing but trouble getting order to go through, nothing but smarmy indifference from Ryan F from "customer service", who did nothing to help and everything to infuriate paying customer. How stupid is that? Will never shop there again!"

"I see alot of bad reviews on here and it really **** for all of those who had a bad experience using reverb, mine was not tho I purchased the tc helicon voicelive play and I received on time in perfect condition at an amazing price and it on took 2 days to get it so I am more than satisfied "

"Much like another review on here, I purchased an Item from a seller who had a perfect rating. However when I received the item it was clearly broken. The seller knowingly sold it this way as he is experienced with Reverb. I contacted Reverb support who seems like a couple of guys at a computer in a store. I was told to send the item back and then I would be refunded... However this was not the case. The seller refused to refund me for shipping which was a 1/4 of the cost of the item I bought! I contacted customer service and even spoke to the head supervisor and was told I was out of luck and the seller would continue selling on Reverb and I was out on the cost of shipping. This site is a SCAM, please if you are reading this go to another site where there is protection from buyers, because from what I researched I am one of many who have experienced this.

Avoid this site!"

"Bought a defective item which the seller refused to pay return shipping for and said if the item (defective to begin with) was not in the same shape as sent he'd have to "make some adjustment". Wow he might have just said buddy I'm not really going to give you a full refund and you're still stuck with shipping to and back to me. Reverb support seems like a couple people taking emails. eBay actually has the ability to withdraw funds from a seller if they refuse to refund on a defective item. My 1st and last time on reverb, stick with ebay."

"After purchasing and receiving three items which were misrepresented I do NOT recommend anyone buy from Reverb.

I am currently involved in a return situation that has been ongoing since 01/04/2019. I had to file a dispute with my credit card company.

My advice: Buyers Beware.............read through all of the sellers feedback ratings before considering a purchase on Reverb. Reverb's support is far from supportive for buyers. It's simply a money making scam site for the sellers and the owner of Reverb (which happens to be the same (reportedly) unethical person that owns CME.

Fool me once..........as they say!"

"Made a purchase with a verified PayPal account when the seller decided to change the terms of the sale and shipping (post-purchase and accepted offer). Tried to work with three different people at Reverb support with no avail. Next time I want music gear I'll stick with the auction pros at eBay!"

"7 out of 22 of my purchase transactions on Reverb were a fail due to dishonest sellers … damaged, defective or potentially stolen goods. That is a 31.82% failure rate! Additionally to those failing statistics, Reverb also allowed feedback extortion, retaliatory negative feedback to paying buyers and blocked negative feedback by canceling orders already shipped and received. They lack any real documented/automated return system like Ebay has although they did provide one courtesy return label after I had to call back in the next day to remind them that they promised to send one. They apparently have no accountability or oversight system to prevent stolen goods from being sold on Reverb even when they get a heads up from a customer. When I requested that they investigate they were unresponsive in fact they allowed the seller to re-list the very same pedal and I had not even seen my refund yet.
Reverb awards inflated/false ratings flags for sellers like “quick shipper (ships within 24 hours)”, “preferred seller (provides outstanding service)” and “quick responder” even after a seller has proven to be none of these. Here are some examples of how that Reverb seller flag system has failed:
1. “quick shipper (ships within 24 hours)” … the Reverb system allows the printing of a label to mean “shipped”. So a seller printed out a USPS label and despite shipping four days later keeps his “quick shipper (ships within 24 hours)” flag. Reverb’s system does not differentiate between printed label and actual shipment from what I could see. Did they take action when I alerted them? Not at all.
2. “preferred seller (provides outstanding service)” went to a seller who made the following comments on the Reverb messaging system. His responses when he is challenged for sending out product with serial numbers torn and ripped off (obviously not as described) follow. Note how many times the seller resorts to feedback extortion:
a. “This is used item and there is no warranty.”
b. “If you don't remove your feedback I will not send you a label.”
c. “But if you want to get a label your unfair feedback should be removed. “
d. “When you remove the feedback, I will provide a label. Otherwise return cost is yours.”
e. “I will not send a label since you left a very and very unfair feedback.”
f. “This conversation is done for me.”
g. “I wonder why you waste my, your and Reverb's time?”
h. And does this sound like “outstanding service” much less an ethical and mature individual? He leaves this feedback after refusing to send a return tag: “Unfair buyer - I wish I wouldn't do a business with him!”
3. “quick responder”: Well, not really … seller even admitted: “…I don't stay front of computer 24/7”.

Here are “The Hateful Seven”:
1. Keeley VoT Workstation arrives with serial numbers completely torn/ripped off. Seller refuses to send return tag and engages in feedback extortion. Reverb even allows seller to leave negative feedback for me even though I paid immediately and followed all the policies - Reverb allowed this. I request that Reverb make sure that stolen property does not go up for sale – they are unresponsive. In fact Reverb blatantly allowed the seller to re-list the very same pedal and I had not even seen my refund yet. I relay seller extortion and harassment messages to Reverb - they are unresponsive. Well actually this is how they last responded: “Reverb Customer Support here. We noticed your reply was not delivered to the seller as you may have intended. Apologies for any inconvenience! If you need to communicate with the other party directly, please click the 'Message Seller' button at the link below”. I promised I would submit a police report and I did … to the Chicago Police Department … they use “Tipsubmit” online. Visit their Facebook page for the link.
2. Same seller as above: Keeley Mod Workstation sent all the way from Oregon in bubble-wrap. Box damaged. Seller unresponsive.
3. Marshall Echohead pedal arrives DOA and then seller tries to scam USPS. Reverb allows seller to cancel order despite the fact that I paid and he shipped and I received the pedal. I could no longer leave negative feedback for this con artist! Reverb was unresponsive.
4. Morley case sent with damaged latches. I have to repair the case. Seller unresponsive. He just wants me to leave positive feedback for him! I do not leave any feedback for the seller.
5. EHX Holier Grail arrived with two damaged (smashed in) switches. Seller first offers a partial refund and then backs out. I had to repair the pedal at my expense and time.
6. Boss GP-20 cracked knobs. The seller did pay for the cracked knobs but it did appear that the knobs had not been cracked due to shipping. Seller obviously knew about the broken knobs before shipping.
7. Harmony H75 … despite my warnings the seller cracks the rare vintage metal Harmony logo on the headstock in half during cleaning and packing. I have to live with it.

Reverb is worst than Ebay IMHO! I have since closed my Reverb account. Good riddance Reverb!"

"I shipped a guitar with reverebs postage and purchased insurance through them. The customer received the guitar and i was told it was damaged in shipping the customer sent me photos of chips out of the body and told me the neck was cracked. I reported all this to reverb while waiting for a response the customer and i agreed i would send out another guitar if reverb would pay freight they responded they do not usually but would make an acception then i get an email 3 days later i was waiting for 1st guitar to be sent back before shipping second that i have a person assigned that would aid me in everything and i would be reimbursed for the damage then i did not hear back until i sent a few emails and complained on the chat finally i get an email from haile saying she has been trying to get ahold of me i had gotten nothing from her but had received emails from others and adds on reverb so i know email was working she just tried to make it look like she had .Well she initiated a refund to the buyer even after we both emailed her that i was sending a new guitar out. 3 days later i get an email apologizing about the mistake by then the customer had had enough and took the return money at least he sent the guitar back so i lost a sale and the customer was reimbursed but i have not gotten the guitar back yet . Finally it shows up i see the chunks missing on the body as he told me but i do not see any cracks in the neck i do not know how to check that other than with my eyes but i did not see any i plugged it in and the neck pick up was going in and out and made a popping noise and there waS A GASH IN TWO OF THE FRETS i asked for a quote from guitar center for repairing the pick up and frets i did not even send it in to look for a neck crack as was stated or to have chips sanded and painted because i knew it would not be cost effective so i was willing to eat that and take my chances with the neck to be a team player because i liked reverb. Then i get no response not even a confirmation that haile received my quote so i kept calling and emailing for over two weeks and no response i go to chat again and have the guy physically tell her to contact me nothing days later i go to chat again l have that person tell her to contact me and that i want someone else to handle my case finally Haile emails me saying she got the quote and turned it in i will be paid after it was reviewed by her manager then nothing no response again to my calls or emails finally today after going through chat again getting someone to make her call me she emails me saying she does not understand the quote and that the customer never said anything about the frets or pick up so first she says it was submitted then 2 week later its i dont understand it my god i was letting them get away with the cosmetic damage and a cracked neck possibly at least that is what the customer reported. When I shipped it it played perfectly and was in mint condition i get it back in terrible shape was lied to refunded and returned without ME BEING notified and even after customer and i haD a resolution she just did not read our emails and did as he pleased and is trying to hold back compensation even though i bought there insurance in retaliation for me requesting my case be handed to some one else be cause she does not respond back to my calls or mail so I am still waiting to no avail and hAVE WRITTEN TO THE BBB on this matter I am not just going to walk off and forget it like she probably thinks even though im fed up and frustrated im not letting this go i have another issue long after this and the rep kris returned my calls and emails but the offer was not acceptable but one bad apple like haile has ruined my outlook on reverb we shall see what happens next bewARE DO MOT DEAL WITH HAILE ASK FOR KRIS OR you will be in for a bumpy ride and there shipping insurance is a joke they make money on it while making you take a loss if enough people have this happen every one should get one large complaint and make it understood we will not take this anymore"

"I have a seller history at Reverb; it's small but it proves my integrity, etc and even so, I had to wait until the item was delivered before they would process my money. I saw that the item had been delivered, went to Reverb to check the order and the payout had not been made. I spoke with a chat rep who told me my money was in process. The customer has my item and I'm still not paid for it?

No more selling at Reverb for me ... bye"

"First time seller on Reverb, after being bombed with emails and solicitations.
I finally tried selling a vintage Fender guitar. After alot of interest and answering a bunch of questions I finally accepted an offer. Taking 800 dollars less than I was hoping to get. Got the Email that stated " ok to ship" , meaning they collected the money and would transfer funds after tracking showed delivery. Yeah right!
Apparently all the buyer has to do is request a refund and your screwed! Which is
Exactly what he did , immediately after receiving guitar. You would think after examining no less than fifteen or twenty high def photagraphs, and spending time
Texting questions and phone calls describing every nuance of guitar that would have
Insured we were on the same page. So here I am being extorted for a better price
Or having to take back a three thousand dollar purchase. Oh yeah I forgot about the
Ninety dollar shipping and twenty bucks on packing up the guitar. So go ahead and
Buy whatever you always wanted to try and then just return it. REVERB has got your back!"

"Mr Jonathan s. Customer engagement supervisor

I got a very unpleasant situation and experience with respect to the delay of more than two weeks of not receiving a purchase made in good faith, not only with the client, but with Reverb.com and hopefully they will help me solve and make a refund, but nobody solved anything.
I see that like so many other companies that are about to name them, everything is solved with one: we regret its inconvenience, we feel it and we will try to provide our help, but the reality is that the only one that suffered a delay and an attitude of the seller was I.
Unfortunately I am very disappointed by the attitude of Reverb.com, after being a customer several years and with a constant acticity of buying and selling, spending thousands of dollars and paying very high fees, and not receive assistance and help with excellence and customer loyalty
 After receiving an email asking me if I agreed to take my feedback from this vendor, I told them that it was not my wish and that they respect my freedom of expression about the bad experience, frustration and emotional waste caused by a situation where I honestly pay and I do not receive what I pay.
I had to buy another pedalboard since I needed it urgently for my professional work.
Let your legal counsel know that you reviewed this case,
that I feel my freedom to express what happened, my displeasure, my frustration and discontent with this person, and I am very disappointed with this action on your part and on Reverb.com
As it was not considered correct depending on the final result of the order (that is, it is late more than two weeks and my request to refund and I experience unpleasant does not count), I am forced to leave this feedback of very bad experience and without knowing who was the person responsible for removing without my feedback the feedback on Reverb.com"

"I have bought and sold over 20k and the so called resolutions specialist Hailey took a crook seller’s side by denying me a refund for a guitar that was knowingly shipped defective. I will be using EBAY from now on. "

"
Customer service is a joke. You can not talk to anybody on the phone, even in billing. I had a problem wherein they were at odd times making a "recurrent charge" of $1K on my credit card, and this wasn't for fees...and every time it happened I had to work it out with the CC company and not with Reverb...because other than their useless chat drones, and emailing them to no response, there was no way to talk to anybody. I'm actually filing a complaint with the Illinois AG's office."