Cedar Creek Cases

To whom it may concern
My
response to *** *** complaint as follows…
All cedar creek cases are custom built to order and are produced based on a full scale tracing and completed dimension sheet which are provided to us by the end consumer… we do not accept returns and/or offer refunds on custom cases… we guarantee the case will fit the customer’s instrument based on the full scale tracing and completed dimension sheet provided by them and cannot be held liable for their inaccuracies… manufacturing lead time for custom cases is weeks and begins once the order has been finalized and payment for the case has been remitted in full… shipping related charges are charged upon shipment…
We received *** *** full scale tracing and completed dimension sheet on 12/14/15… at that time we issued project number *** to his custom case… order details were provided to him on 12/21/and he confirmed his order with us on 12/22/15…
*** case shipped on 3/11/as scheduled…
*** contacted us on 3/15/and mentioned the instrument “didn’t fit as he had hoped” and said he would send pictures and a video… on 3/16/he emailed a video to help outline his concerns (iefit of his instrument was very loose in the case)… that same day we issued a RMA # and provided *** with a prepaid return label so we could get his case back for our further evaluation…
*** case was delivered to us on 3/24/16… turnaround time for us to process a return is generally business days however as we were closed on 3/25/in observation of GoodFriday our processing time was slightly extended…
After a fully detailed review of *** case he was contacted on 4/18/and was advised that his case was in fact produced based on the dimension sheet and full scale tracing which he provided… the full scale tracing / template fits perfectly in his case and the dimensions as noted on the dimension sheet match the case dimensions…

Review: This is a custom guitar case. The company asks for a series of measurements and an actual tracing of the instrument before they make the case so they have all of the information they need. My case came 3 months later and the guitar does not fit. I took pictures and a video and sent it back to them for evaluation in Mid-March. The contacted me on April 18th and told me that the tracing I sent them fits the case perfectly so there is nothing they can do for me, and that I would need to send them $100 to get the case modified plus pay for shipping to get in back. Problem is, there is no way that can be true. The case wouldn't even shut with the guitar in it when I originally received it, documented in the video I took. I have now sent 3 follow up emails asking for resolution that have gone unanswered. I have asked for a full refund as the case cost $500 plus $40.43 for shipping.Desired Settlement: I am looking for a full refund.

Business

Response:

To whom it may concern My response to [redacted] complaint as follows… All cedar creek cases are custom built to order and are produced based on a full scale tracing and completed dimension sheet which are provided to us by the end consumer… we do not accept returns and/or offer refunds on custom cases… we guarantee the case will fit the customer’s instrument based on the full scale tracing and completed dimension sheet provided by them and cannot be held liable for their inaccuracies… manufacturing lead time for custom cases is 12 weeks and begins once the order has been finalized and payment for the case has been remitted in full… shipping related charges are charged upon shipment… We received [redacted] full scale tracing and completed dimension sheet on 12/14/15… at that time we issued project number [redacted] to his custom case… order details were provided to him on 12/21/15 and he confirmed his order with us on 12/22/15…[redacted] case shipped on 3/11/16 as scheduled…[redacted] contacted us on 3/15/16 and mentioned the instrument “didn’t fit as he had hoped” and said he would send pictures and a video… on 3/16/16 he emailed a video to help outline his concerns (ie. fit of his instrument was very loose in the case)… that same day we issued a RMA # and provided [redacted] with a prepaid return label so we could get his case back for our further evaluation… [redacted] case was delivered to us on 3/24/16… turnaround time for us to process a return is generally 14 business days however as we were closed on 3/25/16 in observation of GoodFriday our processing time was slightly extended…After a fully detailed review of [redacted] case he was contacted on 4/18/16 and was advised that his case was in fact produced based on the dimension sheet and full scale tracing which he provided… the full scale tracing / template fits perfectly in his case and the dimensions as noted on the dimension sheet match the case dimensions…

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The main issue is that there is no cutout for the neck, up around where the neck meets the body and as a result, the guitar does not sit flat and flush in the case. Regardless of any measurements take, this neck groove should be there standard. They can not continue to say that the dimensions came from me, and that I made a mistake, because this neck groove should be there standard.

Regards,