Cascio Interstate Music

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The cord that Cascio sent did fit, however it was pathetic in size and was not able to handle the current to the amp [redacted] did send the correct cable (FINALLY) and I was able to test out the amp to my satisfaction [redacted] ALSO sent a letter of apology and included some [redacted] gifts If it were not for [redacted] , I would not accept Cascio's attempt at appeasing the customer Cascio should pay attention to a company trying to rectify the issue ( [redacted] ) You may close my complaint Regards, [redacted]

[redacted] brought this call to my attention immediately after conclusion of the callThe customer called in angry and was unwilling to listen to [redacted] 's explanations regarding the status of this order, which I will summarize now.The customer placed an order for item # PA757P08, A Gibraltar rack practice kit, on December 26, At the time of this order, the item was not in stock in our warehouse and its availability was clearly stated on the website as "ships directly from manufacturer, wait times vary; call for availability." This item has been on back order ever sinceSince the order was placed, a number of issues have taken place with Gibraltar that have delayed shipment--issues that [redacted] attempted to convey to the customerIn late January, Gibraltar was purchased by DW Drums, a transition which has not gone smoothly for DW and has resulted in delayed shipments industry-wideIn addition, a recent port authority strike in California has delayed deliveries and shipments to hundreds of vendors and retailers, and several DW and Gibraltar deliveries have been impacted by the delays caused by the recent strikeIt unfortunately has resulted in a perfect storm of circumstances which has delayed this order along with several orders placed by not only us, but music retailers nationwide.We are certainly willing to contact DW in order to cancel this order for the customer, but as [redacted] explained to the customer yesterday, DW must be contacted in order to do thisHowever, as [redacted] also explained to the customer yesterday, no refund for the items is necessary as the customer's credit card has not been charged for this itemWhen an order is placed online with any online retailer, a hold is placed on the customer's card to ensure funds are available, but if the item is not shipped in the span of several business days, the hold drops off the cardI do show that her card was charged on 1/5/for the amount of $60.33, which was $for a pair of sticks and the $shipping fee for the practice kitI will gladly refund the $shipping charge todayI encourage the customer to verify my statement with her credit card records, and if she sees anything different, to contact me with a copy of her statement so that I can resolve it with our accounting departmentHowever, I believe the customer will find that her card has only been charged $and she will see a refund for the $shipping amount shortly.With regard to [redacted] 's demeanor on the phone, I can state that as his manager I am located only a few desks down from his and did not hear anything that was cause for concernThe customer was angry at the outset of the phone call and seemed unwilling to listen to any of [redacted] 's explanations regarding the delay on her orderI will contact DW immediately and have the customer's order cancelled.If the customer wishes to discuss this further, I invite her to contact me directly at [redacted] .Thank you, [redacted] ***

Hello,[redacted] told us twice that they had sent this manual and cord to our customer and obviously have dropped the ball. We apologize and have taken it upon ourselves to get this power cord out the door. We located one that will work and have shipped it to the customer, UPS tracking...

#[redacted]. Thank you,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The cord that Cascio sent did fit, however it was pathetic in size and was not able to handle the current to the amp.  [redacted] did send the correct cable (FINALLY) and I was able to test out the amp to my satisfaction.  [redacted] ALSO sent a letter of apology and included some [redacted] gifts.  If it were not for [redacted], I would not accept Cascio's attempt at appeasing the customer.  Cascio should pay attention to a company trying to rectify the issue ([redacted]).  You may close my complaint.
Regards,
[redacted]

This is the first I have been made aware of this issue and no one in our call center is aware of this defect. Obviously we apologize for any delay. I'll contact the customer directly and send shipping labels to the customer today to get this returned.

[redacted] brought this call to my attention immediately after conclusion of the call. The customer called in angry and was unwilling to listen to [redacted]'s explanations regarding the status of this order, which I will summarize now.The customer placed an order for item # PA757P08, A Gibraltar rack...

practice kit, on December 26, 2014. At the time of this order, the item was not in stock in our warehouse and its availability was clearly stated on the website as "ships directly from manufacturer, wait times vary; call for availability." This item has been on back order ever since. Since the order was placed, a number of issues have taken place with Gibraltar that have delayed shipment--issues that [redacted] attempted to convey to the customer. In late January, Gibraltar was purchased by DW Drums, a transition which has not gone smoothly for DW and has resulted in delayed shipments industry-wide. In addition, a recent port authority strike in California has delayed deliveries and shipments to hundreds of vendors and retailers, and several DW and Gibraltar deliveries have been impacted by the delays caused by the recent strike. It unfortunately has resulted in a perfect storm of circumstances which has delayed this order along with several orders placed by not only us, but music retailers nationwide.We are certainly willing to contact DW in order to cancel this order for the customer, but as [redacted] explained to the customer yesterday, DW must be contacted in order to do this. However, as [redacted] also explained to the customer yesterday, no refund for the items is necessary as the customer's credit card has not been charged for this item. When an order is placed online with any online retailer, a hold is placed on the customer's card to ensure funds are available, but if the item is not shipped in the span of several business days, the hold drops off the card. I do show that her card was charged on 1/5/15 for the amount of $60.33, which was $7.38 for a pair of sticks and the $52.95 shipping fee for the practice kit. I will gladly refund the $52.95 shipping charge today. I encourage the customer to verify my statement with her credit card records, and if she sees anything different, to contact me with a copy of her statement so that I can resolve it with our accounting department. However, I believe the customer will find that her card has only been charged $60.33 and she will see a refund for the $52.95 shipping amount shortly.With regard to [redacted]'s demeanor on the phone, I can state that as his manager I am located only a few desks down from his and did not hear anything that was cause for concern. The customer was angry at the outset of the phone call and seemed unwilling to listen to any of [redacted]'s explanations regarding the delay on her order. I will contact DW immediately and have the customer's order cancelled.If the customer wishes to discuss this further, I invite her to contact me directly at [redacted].Thank you,[redacted]
[redacted]
[redacted]

I was made aware of this complaint via a letter sent 3/3/15 to my attention and the attention of [redacted]. At that time I consulted with [redacted] and [redacted], the reps who had been working with Mr. [redacted] and [redacted] both explained to me that this is a routine occurrence with...

[redacted]'s web setup -- when a customer wants to ship multiple items in the same shipment, [redacted]'s site often glitches and applies too much shipping. When this happens, our [redacted] sales reps ask our customers to either use the "request an invoice" feature to have us generate a manual invoice for them, or to pay the shipping and have us then reimburse them immediately. These options were both offered to Mr. [redacted] and he refused to cooperate. Please note that this is a routine circumstance that happens with many orders through [redacted], and [redacted] and [redacted] have used this solution with countless customers with no issues or complaints. Mr. [redacted] was the first to refuse to use this very simple workaround, insisting that it was our responsibility to fix [redacted]'s website issues. At this time, [redacted] and [redacted] exercised their seller prerogative and blocked Mr. [redacted], which sellers are allowed to do via [redacted]'s sellers policies.After discussing the issue with [redacted] and [redacted], and discussing the matter with Mr. [redacted], it was decided that no further action would be taken, as we had exhausted every option to rectify this for our customer. We are sorry that we were not able to come to a satisfactory conclusion to this issue with Mr. [redacted], but we offered every available option we had. If Mr. [redacted] would like to resume doing business with us, I would invite him to contact [email protected] and look into placing an order with us directly instead of via [redacted].Thank you,[redacted]

Review: RE: order # [redacted] ... vendor charged in full and failed to deliver the full order. When I ordered online all the products were in stock. When I received August 8 email showing what was shipped the Ludwig L111 Torque Wrench Drum Key [redacted] $16.78 was not referenced. There is no reference in my order information such as if the item is backordered or when it will ship. I sent an email responding to the shipment email at [email protected] on August 8, 2013. Think anyone would have contacted by now? As of August 16, 2013 ... I have not received a response to the email of August 8, 2013 much less the missing product.Desired Settlement: Send my Ludwig L111 Torque Wrench Drum Key [redacted] $16.78

Correct store practices to NOT charge customers when items are not in stock.

Make sure items are in stock in real time so that customers do not order items out of stock.

Consumer

Response:

Thanks for helping with my complaint against Cascio

Interstate Music. As you have indicated they did not respond. One

reason I did business with them in the first place was that I saw no

negative reviews nor a bad letter grade. In fact they do not have any

Revdex.com letter grade. I really hope in the future that the Revdex.com gives them a

letter grade (F) to protect consumers from this company.

I ordered a set of 4 thumbpicks from this company, almost two weeks ago. They are in Waukesha, WI..I am in Joliet, IL. Original tracking stated it would be delivered on 4/9/16. I called Customer Service, to inquire as to it's whereabouts on the 12th. They provided me with the tracking number, as I had deleted the original e-mail. They also stated that their system showed a delivery date of 4/13/16. TODAY.
It did NOT arrive, and when I looked up the tracking number given, it stated IN TRANSIT, and no details were available. HOW DOES IT TAKE TWO WEEKS TO SEND A PACKAGE FROM WISCONSIN TO ILLINOIS??!?! I could have driven there and back a dozen times myself...ridiculous.

Casico interstatemusic.com is the exclusive distributor for Archer music equipment yet they advertise retail and wholesale prices on their website. there's no such thing as a retail distributor. their website employees deceptive processing techniques. when confronted with my concerns I was told there was nothing they could do about it and hung up on.

A recent transaction I had with Cascio proceeded in the following manner: I found a drum kit on their website at a great price. I spoke with a salesperson on the phone three times [redacted] Very helpful, very pleasant. Sent my credit card info, received an invoice, $4500, everything is good. Drumkit arrives, it is not the kit that I ordered. I was informed that the picture and the description on the website didn't match the sku and price so I received the kit which matched the sku and price.
My options were: keep the kit I didn't want, send it back and get a refund, pay more to get the kit I originally ordered. The decisions regarding how the transaction would proceed all came from Cody's "supervisor" who I was never able to communicate with directly. I sent the kit back and got a refund. The transaction felt fraudulent, as if they were trying to offload a 7yr old drum kit on me, "maybe he'll just keep it" was what I imagined. I don't want any compensation of any sort just to file this complaint so I will be a little less angry. My judgement of this company based only on my single experience is that they are sketchy and deceptive at best. The order # was N86267

Review: Purchased a drum set on December 26 and as of April 20 set has not been shipped and company refuses to issue a refund. Company is hard to contact and once contact is made they have been extremely rude and demeaning on top of being unwilling to help. Advised us that we need to grow up and learn to be patient. That its not their fault and not their problem. They claim that purchases made with them are made at the buyers own risk(sounds sketchy to us). Also accused us of lieing about drums already being paid for in full. Also made demeaning comments about our parenting skills and that these should just be life lessons for a bratty teen. In other calls we were lied to and informed items had shipped and were in route to our home. The name of the person who has been treating us badly is [redacted]. He refuses to allow us contact with any other persons in the company we are sure to hide his poor conduct. We are starting to realize that we might be dealing with a company that is not even real, a scam.Desired Settlement: We have paid a total of $296.33 including $52.95 for 7-10 shipping. We would like a full refund so we can purchase the needed items from a legitimate company.

Business

Response:

[redacted] brought this call to my attention immediately after conclusion of the call. The customer called in angry and was unwilling to listen to [redacted]'s explanations regarding the status of this order, which I will summarize now.The customer placed an order for item # PA757P08, A Gibraltar rack practice kit, on December 26, 2014. At the time of this order, the item was not in stock in our warehouse and its availability was clearly stated on the website as "ships directly from manufacturer, wait times vary; call for availability." This item has been on back order ever since. Since the order was placed, a number of issues have taken place with Gibraltar that have delayed shipment--issues that [redacted] attempted to convey to the customer. In late January, Gibraltar was purchased by DW Drums, a transition which has not gone smoothly for DW and has resulted in delayed shipments industry-wide. In addition, a recent port authority strike in California has delayed deliveries and shipments to hundreds of vendors and retailers, and several DW and Gibraltar deliveries have been impacted by the delays caused by the recent strike. It unfortunately has resulted in a perfect storm of circumstances which has delayed this order along with several orders placed by not only us, but music retailers nationwide.We are certainly willing to contact DW in order to cancel this order for the customer, but as [redacted] explained to the customer yesterday, DW must be contacted in order to do this. However, as [redacted] also explained to the customer yesterday, no refund for the items is necessary as the customer's credit card has not been charged for this item. When an order is placed online with any online retailer, a hold is placed on the customer's card to ensure funds are available, but if the item is not shipped in the span of several business days, the hold drops off the card. I do show that her card was charged on 1/5/15 for the amount of $60.33, which was $7.38 for a pair of sticks and the $52.95 shipping fee for the practice kit. I will gladly refund the $52.95 shipping charge today. I encourage the customer to verify my statement with her credit card records, and if she sees anything different, to contact me with a copy of her statement so that I can resolve it with our accounting department. However, I believe the customer will find that her card has only been charged $60.33 and she will see a refund for the $52.95 shipping amount shortly.With regard to [redacted]'s demeanor on the phone, I can state that as his manager I am located only a few desks down from his and did not hear anything that was cause for concern. The customer was angry at the outset of the phone call and seemed unwilling to listen to any of [redacted]'s explanations regarding the delay on her order. I will contact DW immediately and have the customer's order cancelled.If the customer wishes to discuss this further, I invite her to contact me directly at [redacted].Thank you,[redacted]

Review: I order a [redacted] PV 2600 Amplifier. It did not come with an owner's manual nor a power cable. I have emailed them several times and each time they promised they would take care of it. I did receive the owner's manual but not the power cable. It has been 42 days since I ordered the product and I would like to use it, but cannot without a power cable. The 30 return policy has also expired.Desired Settlement: Get me a power cable ASAP! If the Amplifier does not work, I want the right to return it for a full refund!

Business

Response:

Hello,[redacted] told us twice that they had sent this manual and cord to our customer and obviously have dropped the ball. We apologize and have taken it upon ourselves to get this power cord out the door. We located one that will work and have shipped it to the customer, UPS tracking #[redacted]. Thank you,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. The cord that Cascio sent did fit, however it was pathetic in size and was not able to handle the current to the amp. [redacted] did send the correct cable (FINALLY) and I was able to test out the amp to my satisfaction. [redacted] ALSO sent a letter of apology and included some [redacted] gifts. If it were not for [redacted], I would not accept Cascio's attempt at appeasing the customer. Cascio should pay attention to a company trying to rectify the issue ([redacted]). You may close my complaint.

Regards,

Review: I ordered some drum bags for one of my drum sets online & it was shipped to the wrong address. I called on numerous occasions & they promised to re-ship the item to the right address but never did, I requested a refund & was told it would be back on my card on Jan. 10th, I checked my account & still no refund! I will continue to keep calling until I receive my refund & will no longer do business or refer them to any of my musician colleagues.

Business

Response:

The customer was refunded on 1/22/14.

Review: I tried to order 14 sheets of music that were advertised on [redacted]. The stated postage price was not met and an attempt to charge me far more postage than stated was made. I contacted the customer service department and was told it was not their problem, it was [redacted]'s and I should contact [redacted]. It WAS their problem due to the way they had entered their information on [redacted]'s "sell" page. Customer Service suggested I send in more money than the actual cost and they would refund the extra, but by this time I did not trust them. I pointed out that this was the Seller's situation to resolve, not the Buyer's. At that time, they cut me off and blocked future bids on [redacted].

At no time was I rude or impolite. I wrote a letter about this to [redacted] of the store to which he did not reply. The Customer Service person was rude and unhelpful. [redacted] was rude and unhelpful.

If you are interested in dealing with a company that will do nothing to resolve difficult issues that may come up, and if you are looking for someone who will treat you rudely, this is the place to go.Desired Settlement: [redacted] should have responded to my letter. I should have been able to complete my order correctly. I should have received an apology.

Business

Response:

I was made aware of this complaint via a letter sent 3/3/15 to my attention and the attention of [redacted]. At that time I consulted with [redacted] and [redacted], the reps who had been working with Mr. [redacted] and [redacted] both explained to me that this is a routine occurrence with [redacted]'s web setup -- when a customer wants to ship multiple items in the same shipment, [redacted]'s site often glitches and applies too much shipping. When this happens, our [redacted] sales reps ask our customers to either use the "request an invoice" feature to have us generate a manual invoice for them, or to pay the shipping and have us then reimburse them immediately. These options were both offered to Mr. [redacted] and he refused to cooperate. Please note that this is a routine circumstance that happens with many orders through [redacted], and [redacted] and [redacted] have used this solution with countless customers with no issues or complaints. Mr. [redacted] was the first to refuse to use this very simple workaround, insisting that it was our responsibility to fix [redacted]'s website issues. At this time, [redacted] and [redacted] exercised their seller prerogative and blocked Mr. [redacted], which sellers are allowed to do via [redacted]'s sellers policies.After discussing the issue with [redacted] and [redacted], and discussing the matter with Mr. [redacted], it was decided that no further action would be taken, as we had exhausted every option to rectify this for our customer. We are sorry that we were not able to come to a satisfactory conclusion to this issue with Mr. [redacted], but we offered every available option we had. If Mr. [redacted] would like to resume doing business with us, I would invite him to contact [email protected] and look into placing an order with us directly instead of via [redacted].Thank you,[redacted]

Review: I have taken 2 things to have repaired. A JBL Studio Monitor and a Berhinger Stage Monitor. Both have been taken back twice due to no being repaired correctly. Now the studio monitor and the stage monitor a both doing exactly the same thing they were supposed to have been repaired for. Plus, there is a feature on the Studio Monitor that no longer works because of this repair. Im Done with this company. I want a refund and I want to go to another store. You would thing spending over $4,000 in product within that period of time, you would a least get a good repair.

Business

Response:

[redacted] (our CEO) and [redacted] (our head of repairs) are looking into this now and I will report back with a resolution.