#31
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Fingerpicking Acoustic Blues/Rag/Folk/Slide Lessons https://www.tobywalkerslessons.com/ |
#32
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After contacting Reverb on the phone, a supervisor sent me the following email. While it indicates that their policy won't change at any time in the future, I believe that they are taking this seriously with a responsible action. Not much more I can do at this point, and I respect their concern in this matter.
"I can't apologize enough for the road block here with leaving this feedback on a refunded order. Since the order is closed, there is not a way for me to bypass the system to get the feedback added on the order. In addition to addressing this matter directly with this seller, we've pinned an internal note on this seller's account with your feedback for this order. If this type of thing continues to happen, Reverb will take necessary actions. Your feedback on our feedback system is much appreciated, and I've been taking part working with our team to update the feedback system to a better system. If you have any other questions, or concerns, please let me know, and I'd be happy to help. Thanks!" Best, Jonathan S. | Customer Engagement Supervisor And here is my response: Hi Jonathan, Thanks for your response. I realize of course that changing your policy of allowing buyers to post a rating after a refund was given is out of your hands, and as you probably can guess, I wasn’t asking anyone to bypass the system. That being said, I would think that Reverb should reconsider it’s rating policies. Let’s consider Amazon for instance. These days a ton of folks use those customer ratings as a barometer for making their purchase decisions. If a product or a seller isn’t up to par, it will show up in their ratings. Furthermore, Amazon knows that an informed customer is not only a smarter one but a loyal one as well. While I have always respected Reverb’s dedication to protecting the buyer, this matter in particular has given me reason now to pause before making the decision to make a purchase in spite of a seller’s 5 star rating, as I now know that there just may be some very dissatisfied customers who, like myself, have been barred from voicing a legitimate complaint against that seller. I will hope that Reverb will truly re-think its policy of the customer rating system, and on the other side of the coin, I am happy that Reverb is keeping tabs on sellers like this. Again, thank you for your response.
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Fingerpicking Acoustic Blues/Rag/Folk/Slide Lessons https://www.tobywalkerslessons.com/ Last edited by Toby Walker; 08-21-2018 at 07:32 PM. |
#33
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Fingerpicking Acoustic Blues/Rag/Folk/Slide Lessons https://www.tobywalkerslessons.com/ |
#34
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a week you say, well looks like reverb took care of it as they should have. Adding that 1 week to the first post would give many of us a timeline and a reference for fairness,. Believe it or not there are people who would have freaked out in hours what you patiently waited around a week for.
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#35
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deleted post in the spirit of disengagement.
thanks to Toby for posting this, I will consider sending Reverb a message about this . I find it odd that you got any backlash at all and snarky comments about this, but I will refrain from addressing anyone in particular. definitely don't like that there's no way to leave the necessary feedback. thanks for sharing. cheers. Scott
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2003 Washburn WD44S | Sitka/Hawaiian koa 2018 Gibson J-45 Vintage | Torrefied Adi/Mahogany 2015 Gibson Wildwood AJ New Vintage | Adi/EIR Fishman | Loudbox Mini | Primetone 1.0mm "what is the universe? the universe is a symphony of vibrating strings.." -michio kaku Last edited by v32 finish; 08-21-2018 at 10:10 PM. Reason: deleted first post |
#36
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Seems like Reverb is a safe place to buy gear. They took care of you in the end and are making notes about the buyer’s account. You’ve done as much as you can do and you got your money back without too much trouble. Sounds like a win.
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Circa OM-30/34 (Adi/Mad) | 000-12 (Ger/Maple) | OM-28 (Adi/Brz) | OM-18/21 (Adi/Hog) | OM-42 (Adi/Braz) Fairbanks SJ (Adi/Hog) | Schoenberg/Klepper 000-12c (Adi/Hog) | LeGeyt CLM (Swiss/Amzn) | LeGeyt CLM (Carp/Koa) Brondel A-2 (Carp/Mad) |
#37
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The potential Reverb Customer is relying on a bogus rating for a seller who does not package a guitar properly for shipping and does not respond to their buyer who received a damaged guitar. That is a lose - lose proposition for Reverb and the potential Reverb Customer! How many people won't risk buying off of Reverb as a result of stories like this? |
#38
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I think a simple addition of # cancelled or refunded transactions would be enough, for both items bought and items sold, no details or feedback - reality is, everyone was made full, the system worked, and whatever happened, whether intentional or accidental, is past. Its not a site for detailing or documenting transaction details publicly, nor do I think any of us would want it to be.
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More than a few Santa Cruz’s, a few Sexauers, a Patterson, a Larrivee, a Cumpiano, and a Klepper!! |
#39
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Nothing bothers me unless I let it. Martin D18 Gibson J45 Gibson J15 Fender Copperburst Telecaster Squier CV 50 Stratocaster Squier CV 50 Telecaster Last edited by rokdog49; 08-22-2018 at 05:29 AM. |
#40
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So, this thread is then about personal feelings and closure, I think a lot of you people simply have some real high expectations from individuals, hell, I never get involved this much in a thread but if you are buying guitars on the internet and you have not had experiences like this yet.... wait, it will happen. You cannot account for the sellers previous activity, this could be the one time the had a problem and obviously hell was raised with reverb, and in all honesty, I dont know ol' Toby, he could have sent them a nasty email to start with , tearing the practices of shipping and customer service apart. Did you consider that reverb may have directed them not to further communicate with the buyer? If I have a problem on an online auction site and I have not been able to reach the buyer, I go to the next step and once I see that the problem is being resolved, I see no need to communicate with the seller as they have already sohwn me the quality of how they do business. I mean , even hearing the entire story only from 1 side still puts all kinds of doubt on the fullness of it, no matter how many posts i read I think the problem here is somebody wanted the customer service of a stranget at a certain level and they failed to meet that bar, please consider that the bar is already low on reverb and anyone who has issues likevcthis must know what they are getting into and expect something like this every now and then. I have probably purchased over 100 guitars online sight unseen , out of them perhaps 4-5 were returned due to damage, out of those maybe 1 or 2 were a pain in the neck but I deal with it , without the outrage and i do not wish failure upon those that have made correctable errors. I am sure Toby shared his views with them about this as well. But he doesnt want them to know, he wants the world to know, and i know how that feels to want to tell everyone how you were slighted, but it does no good and only prolongs the closure. Im sorry you were personally affected by this seller, I cannot relate to that, its just business. Last edited by Kerbie; 08-22-2018 at 08:51 AM. Reason: Removed profanities |
#41
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I'm sorry, but you couldn't be more mistaken about Reverb's excellent reputation. I've done business through Reverb and have the utmost respect for that company. I simply pointed out my disappointment with their rating system. I communicated with a supervisor at Reverb, suggesting a way that they could improve that, and he was very professional in his response to my concern. Please read my comment above where I posted that exchange.
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Fingerpicking Acoustic Blues/Rag/Folk/Slide Lessons https://www.tobywalkerslessons.com/ Last edited by Toby Walker; 08-22-2018 at 07:11 AM. |
#42
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BTW: I was really hoping to help you come to terms with the abuse they dealt upon you and wanted you to know that you arent alone. It happens to all of us at one time or another, a betrayl from a stranger cuts me like an eraser would, I just wrote that, you can use it. |
#43
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"that you know of" is the key phrase here. Is it 1 individual, or 100? We don't know, because there's no mechanism for customers who received refunds to relate their experience. That's all the OP is asking for. I'm not sure what you're arguing about.
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#44
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Maybe Toby should have kept the guitar and left bad feedback if it's that important to him.
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Bourgeois, Collings, R Taylor, Santa Cruz |
#45
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This post has really turned into something hasn't it?
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Nothing bothers me unless I let it. Martin D18 Gibson J45 Gibson J15 Fender Copperburst Telecaster Squier CV 50 Stratocaster Squier CV 50 Telecaster |