Hello Music, LLC

We are sorry that the customer is not satisfied with his purchase We have been in dialogue with the customer to understand and address his concerns in detail, including reviewing pictures sent in by the customer towards what he says represents product blemishes or defectsOur understanding is that the customer’s self-provided images of the product he received indicate that these are not blemishes nor defects, but simply natural wood grain patterns and knolls that occur with any wood product, not just with guitars, that have a natural wood finish This was corroborated by our supplier who shipped the product to the customer The supplier has also confirmed for us that, due to the nature of this solid-wood, natural-finish product, it is impossible to predict the exact wood grain pattern of any guitar that is shipped new and unopened, like this piece was The natural wood aspect of the guitar is indicated in the product description on the web page where the customer initiated the purchase (see http:// [redacted] Although the customer is correct in stating that the product he received did not look exactly like another piece he saw in a store, the reality is that this would be the case regardless of what piece he receives for this particular product – ie No two pieces of this product would ever look the same owing to the natural wood grain finish Given the unique nature of each individual sample of the product, coupled with the nature of the customer's specific issue with this product, we cannot guarantee that any replacement shipment we arrange for would meet his specific definition of a satisfactory, non-damaged product for a new, unopened item for this particular item.As a result, on 9/we explained the situation in detail by phone to the customer, and offered him a refund (even though the product itself is not damaged nor defective and did not qualify for a refund per our published policies as a reseller) However, the customer refused our refund offer and continued to insist on a replacement, which we are unable to provide for the reasons listed above, and which were communicated to him.We are still prepared to offer a full refund of the customer’s purchase if the product is returned in its original condition and packaging by 10/25/ The customer can contact our support line any time during business hours and our support staff would be happy to assist him further in this regard

We are sorry that the customer is not satisfied with his purchase.  We have been in dialogue with the customer to understand and address his concerns in detail, including reviewing pictures sent in by the customer towards what he says represents product blemishes or...

defects. Our understanding is that the customer’s self-provided images of the product he received indicate that these are not blemishes nor defects, but simply natural wood grain patterns and knolls that occur with any wood product, not just with guitars, that have a natural wood finish.  This was corroborated by our supplier who shipped the product to the customer.  The supplier has also confirmed for us that, due to the nature of this solid-wood, natural-finish product, it is impossible to predict the exact wood grain pattern of any guitar that is shipped new and unopened, like this piece was.  The natural wood aspect of the guitar is indicated in the product description on the web page where the customer initiated the purchase (see http://[redacted]    Although the customer is correct in stating that the product he received did not look exactly like another piece he saw in a store, the reality is that this would be the case regardless of what piece he receives for this particular product – ie.  No two pieces of this product would ever look the same owing to the natural wood grain finish.  Given the unique nature of each individual sample of the product, coupled with the nature of the customer's specific issue with this product, we cannot guarantee that any replacement shipment we arrange for would meet his specific definition of a satisfactory, non-damaged product for a new, unopened item for this particular item.As a result, on 9/29 we explained the situation in detail by phone to the customer, and offered him a refund (even though the product itself is not damaged nor defective and did not qualify for a refund per our published policies as a reseller).   However, the customer refused our refund offer and continued to insist on a replacement, which we are unable to provide for the reasons listed above, and which were communicated to him.We are still prepared to offer a full refund of the customer’s purchase if the product is returned in its original condition and packaging by 10/25/2015.  The customer can contact our support line any time during normal business hours and our support staff would be happy to assist him further in this regard.