Brooklyn Phono

Upon receiving the customer’s complaint, we told him that we would replace the damaged products if we were at faultSaid customer, [redacted] , wanted a $refund but could only provide images, not physical products, for six slightly dented record jacketsPlease note: We produce vinyl records, not jackets The customer did not provide damaged shipping boxes, so we could not file a claim with our shipperJust like the shipper cannot reimburse us without proof and documentation, we cannot reimburse our customers without documentation for products the customer claims were damagedAnd the burden of proof lies on the customer Still, the customer has aggressively sought compensation and uses social media and the Revdex.com to try to intimidate us and extort money from us for unfounded allegationsBased on hearsay, it is believed the customer was unable to sell the product and is trying to recover lost profits

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: We are a record label that sells directly to fans through our website and through our distributors worldwide LP collectors are the most particular of the music buying public and demand LP jackets be dent-free Over of the LPs we ordered from Brooklyn Phono had jacket corners that were bent and smashed beyond what would be deemed sellable Our distributor also received LPs that were banged up in the corners from the shipment they received from Brooklyn Phono Record stores have been returning these to them as "defective" since their customers are not willing to buy LPs with bent jackets We have never had so many returned LPs on any project we've done in the last years The shipments from Brooklyn Phono were in boxes and most of them showed no outwardly visible signs of damage, though inside we found banged up LPs inside every box When I approached [redacted] and [redacted] about it they looked into it and believed that they had shrink wrapped them too tightly and that it had pulled the corners down and bent them I was happy that they took responsibility and were going to replace them (the LP jackets look like they may have been dropped back at their plant to me, but all that really matters is that they sent us damaged goods and need to replace them) Why would we pay for something that is not in new/undamaged condition that we can sell? It sounds like [redacted] and Brooklyn Phono may have misplaced our year of correspondence regarding this particular situation of us receiving many damaged LPs from them on our order for [redacted] in June of These e-mails describe their commitment to how they were going to handle it I'll paste some key e-mail exchanges below to better spell out how they agreed to send me a check to cover a an initial UPS claim we had through them, and how they decided they would have LP jackets repressed for us to repackage the damaged ones they sent us and our U.Srecord distributor Here we go I have the original e-mails and photos that I can forward to anyone that needs to review In this message from May **, [redacted] states that they agreed to replace the LP jackets: [redacted] Note: I did send [redacted] this invoice she requested and had it cleared with the plant so they could move ahead with the order And a previous message from [redacted] in March of 2013: [redacted] Back in June of 2013, we filed a claim with Brooklyn Phono when we noticed that of the LPs we received from them were damaged (we later found many more) I sent pictures of the damaged LPs and shipping box and they filed the claim with UPS After a number of times checking in on this claim [redacted] said they would send me a check- which never arrivedThis message from [redacted] from November where she is saying that she will be reimbursing us, yet we never received a check from ***: [redacted] The cost of the jacket repress, as a minimum order, through Ross-Ellis (the plant that made them - Brooklyn Phono also deals with these guys) is approximately $ The shipping to and from our location, as well as to and from our LP distributor, will likely add $to $to that amount I hope this helps them see what they have already agreed to do to remedy this situation I am looking forward to sending them the 50+ damaged LPs I received from them and the dozen that our distributor received so that they can repackage them to sellable goods I'm not sure what else to ask for other than "please give me what I paid for - undamaged, sellable LPs." In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

RevDex.com: At this time, I have not been contacted by Brooklyn Phono regarding complaint ID [redacted] . Sincerely, [redacted]

Revdex.com:
At this time, I have not been contacted by Brooklyn Phono regarding complaint ID [redacted].
Sincerely,
[redacted]

Upon receiving the customer’s complaint, we told him that we would replace the damaged products if we were at fault. Said customer, [redacted], wanted a $700 refund but could only provide images,...

not physical products, for six slightly dented record jackets. Please note: We produce vinyl records, not jackets.
The customer did not provide damaged shipping boxes, so we could not file a claim with our shipper. Just like the shipper cannot reimburse us without proof and documentation, we cannot reimburse our customers without documentation for products the customer claims were damaged. And the burden of proof lies on the customer.
Still, the customer has aggressively sought compensation and uses social media and the Revdex.com to try to intimidate us and extort money from us for unfounded allegations. Based on hearsay, it is believed the customer was unable to sell the product and is trying to recover lost profits.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We are a record label that sells directly to fans through our website and through our distributors worldwide.  LP collectors are the most particular of the music buying public and demand LP jackets be dent-free.  Over 50 of the 500 LPs we ordered from Brooklyn Phono had jacket corners that were bent and smashed beyond what would be deemed sellable.  Our distributor also received LPs that were banged up in the corners from the shipment they received from Brooklyn Phono.  Record stores have been returning these to them as "defective" since their customers are not willing to buy LPs with bent jackets.  We have never had so many returned LPs on any project we've done in the last 16 years.  
The shipments from Brooklyn Phono were in boxes and most of them showed no outwardly visible signs of damage, though inside we found banged up LPs inside every box.  When I approached [redacted] and [redacted] about it they looked into it and believed that they had shrink wrapped them too tightly and that it had pulled the corners down and bent them.  I was happy that they took responsibility and were going to replace them (the LP jackets look like they may have been dropped back at their plant to me, but all that really matters is that they sent us damaged goods and need to replace them).  Why would we pay for something that is not in new/undamaged condition that we can sell?
It sounds like [redacted] and Brooklyn Phono may have misplaced our year of correspondence regarding this particular situation of us receiving many damaged LPs from them on our order for [redacted] in June of 2013.  These e-mails describe their commitment to how they were going to handle it.  I'll paste some key e-mail exchanges below to better spell out how they agreed to send me a check to cover a an initial UPS claim we had through them, and how they decided they would have LP jackets repressed for us to repackage the damaged ones they sent us and our U.S. record distributor.   
Here we go.  I have the original e-mails and photos that I can forward to anyone that needs to review.  In this message from May **, 2014 [redacted] states that they agreed to replace the LP jackets:
[redacted]
[redacted]
[redacted]
[redacted]
Note: I did send [redacted] this invoice she requested and had it cleared with the plant so they could move ahead with the order.  
And a previous message from [redacted] in March of 2013:
[redacted]
[redacted]
[redacted]  
Back in June of 2013, we filed a claim with Brooklyn Phono when we noticed that 28 of the LPs we received from them were damaged (we later found many more).  I sent pictures of the damaged LPs and shipping box and they filed the claim with UPS.  After a number of times checking in on this claim [redacted] said they would send me a check- which never arrived. This message from [redacted] from November 2013 where she is saying that she will be reimbursing us, yet we never received a check from [redacted]:
[redacted]
[redacted]
The cost of the jacket repress, as a minimum order, through Ross-Ellis (the plant that made them - Brooklyn Phono also deals with these guys) is approximately $700.  The shipping to and from our location, as well as to and from our LP distributor, will likely add $150 to $200 to that amount.  
I hope this helps them see what they have already agreed to do to remedy this situation.  I am looking forward to sending them the 50+ damaged LPs I received from them and the dozen that our distributor received so that they can repackage them to sellable goods.  I'm not sure what else to ask for other than "please give me what I paid for - undamaged, sellable LPs."
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I ordered 500 double vinyl 12" records from Brooklyn Phono in April of 2013. When I received my portion of the order the majority of them were damaged and unsellable. I immediately filed a complaint with Brooklyn Phono. Upon discovering that my record distributor also received many damaged LPs from them, I brought up the bigger situation to [redacted] and [redacted] at Brooklyn Phono. They agreed to replace the jackets (and to pay for them) and re-insert all damaged vinyl into the new jackets (at their expense). But they never ordered the 12" jackets and continue to ignore my reminders about taking care of what they promised to do. They have stopped returning my e-mails and phone messages. It is now over a year later. They have been VERY frustrating to deal with!Desired Settlement: I would like Brooklyn Phono to re-order the jackets, as promised, and re-insert any unsellable damaged goods we, or our distributor still have on hand. And I would like this to happen within 45 days of the filing of this complaint.

Business

Response:

Upon receiving the customer’s complaint, we told him that we would replace the damaged products if we were at fault. Said customer, [redacted], wanted a $700 refund but could only provide images, not physical products, for six slightly dented record jackets. Please note: We produce vinyl records, not jackets.

The customer did not provide damaged shipping boxes, so we could not file a claim with our shipper. Just like the shipper cannot reimburse us without proof and documentation, we cannot reimburse our customers without documentation for products the customer claims were damaged. And the burden of proof lies on the customer.

Still, the customer has aggressively sought compensation and uses social media and the Revdex.com to try to intimidate us and extort money from us for unfounded allegations. Based on hearsay, it is believed the customer was unable to sell the product and is trying to recover lost profits.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We are a record label that sells directly to fans through our website and through our distributors worldwide. LP collectors are the most particular of the music buying public and demand LP jackets be dent-free. Over 50 of the 500 LPs we ordered from Brooklyn Phono had jacket corners that were bent and smashed beyond what would be deemed sellable. Our distributor also received LPs that were banged up in the corners from the shipment they received from Brooklyn Phono. Record stores have been returning these to them as "defective" since their customers are not willing to buy LPs with bent jackets. We have never had so many returned LPs on any project we've done in the last 16 years.

The shipments from Brooklyn Phono were in boxes and most of them showed no outwardly visible signs of damage, though inside we found banged up LPs inside every box. When I approached [redacted] and [redacted] about it they looked into it and believed that they had shrink wrapped them too tightly and that it had pulled the corners down and bent them. I was happy that they took responsibility and were going to replace them (the LP jackets look like they may have been dropped back at their plant to me, but all that really matters is that they sent us damaged goods and need to replace them). Why would we pay for something that is not in new/undamaged condition that we can sell?

It sounds like [redacted] and Brooklyn Phono may have misplaced our year of correspondence regarding this particular situation of us receiving many damaged LPs from them on our order for [redacted] in June of 2013. These e-mails describe their commitment to how they were going to handle it. I'll paste some key e-mail exchanges below to better spell out how they agreed to send me a check to cover a an initial UPS claim we had through them, and how they decided they would have LP jackets repressed for us to repackage the damaged ones they sent us and our U.S. record distributor.

Here we go. I have the original e-mails and photos that I can forward to anyone that needs to review. In this message from May **, 2014 [redacted] states that they agreed to replace the LP jackets:

Note: I did send [redacted] this invoice she requested and had it cleared with the plant so they could move ahead with the order.

And a previous message from [redacted] in March of 2013:

Back in June of 2013, we filed a claim with Brooklyn Phono when we noticed that 28 of the LPs we received from them were damaged (we later found many more). I sent pictures of the damaged LPs and shipping box and they filed the claim with UPS. After a number of times checking in on this claim [redacted] said they would send me a check- which never arrived. This message from [redacted] from November 2013 where she is saying that she will be reimbursing us, yet we never received a check from [redacted]:

The cost of the jacket repress, as a minimum order, through Ross-Ellis (the plant that made them - Brooklyn Phono also deals with these guys) is approximately $700. The shipping to and from our location, as well as to and from our LP distributor, will likely add $150 to $200 to that amount.

I hope this helps them see what they have already agreed to do to remedy this situation. I am looking forward to sending them the 50+ damaged LPs I received from them and the dozen that our distributor received so that they can repackage them to sellable goods. I'm not sure what else to ask for other than "please give me what I paid for - undamaged, sellable LPs."

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Brooklyn Phono regarding complaint ID [redacted].

Sincerely,