Grassdog
Member
Don't know how many of you have had to deal with Reverb on a freight damaged guitar, but I just did and it wasn't a terrible experience. I recently bought a Martin D-16RGT on Reverb that arrived with a nasty 8 inch crack in the rosewood side. I immediately e-mailed the seller and sent pics and he asked me to wait a couple days while he contacted Reverb. About 2-3 days later a Reverb resolutions specialist contacted me and asked me to send pics of the shipping box from all angles and to comment on how it was packed. Now in this case the packing job was not so good. I've seen worse, but in this case 1) the box looked like it had been used/recycled several times, 2) they didn't use those cardboard braces that you see in the top and bottom of the shipping box designed to hold the case steady inside the box, and 3) the packing materials were a mis-mash of newspapers, bubble wrap, and styrofoam. It just looked unprofessional. To make matter worse, the guitar was not secured properly in the case with wrapping around the sides. There was bubble wrap under the headstock but that's it. It was a Martin case but there was about a gap of about 1/4 inch all the way around the body inside the case so it was able to move around slightly in the case. Anyway, I took the time to give a thorough description and I said I wasn't trying to get the seller in trouble, I was just being honest. I got a thank you reply from the Reverb person and then they said they would be happy to pay for the repair if I wanted to go that route. I said no thank you, that I wanted to return the guitar and get a refund. A couple days later they sent me a return shipping label. I packed it up in a much nicer box, the way it should have been packed in the first place, and sent it on it's way. 2 days later (today) I received a message from Reverb saying my credit card had been refunded for the full purchase amount.
I hate returning things but in this case I had no choice. Having someone with Reverb acting as intermediary made it an easy experience. I'm curious what Reverb's interaction with the seller was like, but I'm just happy that with a little patience I got my money back. Just wanted to pass this information along to those of you that buy on Reverb.
I hate returning things but in this case I had no choice. Having someone with Reverb acting as intermediary made it an easy experience. I'm curious what Reverb's interaction with the seller was like, but I'm just happy that with a little patience I got my money back. Just wanted to pass this information along to those of you that buy on Reverb.