Traditions Gift Shop

Hello [redacted] ,I'm sorry you are having issues getting your return shipping label We take your concern very seriously and have looked into the matterWe have determined there was an error occurring within our automated processing of the return authorization that generates your electronic return shipping label We have manually generated you a return shipping label and emailed a copy to [email protected] We've also mailed the label to the address you have on file with us just in case there was an issue Again, we're sorry for the inconvenience Let us know if you have any addition questions about the process Thanks,Dominique Customer Service

Hello [redacted] , We have reviewed your account with American Musical Supply and have confirmed that you still owe money on your account and anything reported on your credit report is valid Your account was transferred to the Phoenix Collection Agency; we also reached out to the collection agency regarding your account They reviewed the documentation you provided to them and also have confirmed that the account still has a balance due The last contact you had with the collection agency, on 1/31/2017, you had indicated that your attorney would be contacting them, but to date, they have not heard from themPlease contact the Phoenix Collection Agency to set up a payment arrangement Jill-AMS Customer Service

Hello, The customer had applied for a pay with AMS He was approved from the credit check, but upon further checking discovered he had went well past the day mark with ZZounds on a payment plan, therefore limiting him to full charge orders He then wanted to cancel the orderWe are not able to remove credit inquiries The customer can try to contact Transunion and make a dispute regarding the credit inquiry [redacted] -Contact Center Operations

Hello ***,I am sorry to hear you are having problems with the Guild D240E Acoustic Electric Guitar (GUI D240E NAT); Although we cannot comment on other companies policies, or procedures, what we can tell you is that most manufacturers require you be responsible for shipping the
product to themThey will more often than not cover the cost of repair, replacement, and return shippingThis is how our extended warranty works, as wellIn regards to your AMS Extended Warranty, this additional months is an extension from your manufacturer warrantyThis would mean that it is only valid after the manufacturer warranty has expiredWe recommend contacting Guild and that you work with their warranty department, as they are offering you coverage for service.Please let us know if you have further questions or concerns. Jill-AMS Customer Service###-###-####

Hello,Since the time the complaint was submitted, we have worked with the customer to get his refund processed and he is eligible to place orders. For the customer's inconveniences he was sent a $gift card. Thank you, Jill ***-Contact Center Operations

Hello ***, We cannot comment on other companies policies or procedures, however, most manufacturers do hold customers responsible for shipping the product to them. In turn they cover the costs of repair and return shipping. I apologize for any misunderstanding on how the warranty and extended warranty works; due to the misunderstanding, I am sending you a $AMS Gift Certificate via email. Please watch your email later this afternoon for the gift certificate.If you have any further questions or if we may be of any additional assistance, please feel free to contact usWe are open 7am-11pm Central Time, days a week to assist you. Thank you for choosing American Musical Supply!Jill-AMS Customer Service###-###-####

Good morning,I understand that you had disputed a charge on your credit card from an order placed 5/19/2016; because you indicated that the order was fraudulently placed, it is our procedure to have you obtain a police report. You have spoken with several supervisors that explained this
procedure to you and without the police report or a payment, collection efforts would continueYou had provided a police report number; normally we request a written police report, but this department will not provide that so we contacted them to confirm the information provided. Upon speaking with the police department, they advised that the report number you provided was inaccurate and they were unable to confirm the fraud case. Since then we have tried contacting you by phone and email on two occasions, with the most recent being 11/14/without any response from youPlease provide us with the correct police report number so that we may confirm the fraud case. Jill-AMS Customer Service

Hello ***,I apologize for the issues you experienced with the AMS Gift Card and any inconvenience this has caused. We have voided out the gift card and have set up a refund for $100.00. Please allow up to business days for the credit card issuer to apply the refund back to your
card. If you have any further questions or if we may be of any additional assistance, please feel free to contact us at ###-###-####. Jill-AMS Customer Service

Initial Business Response /* (1000, 5, 2015/08/31) */
AMS offers an extended warranty on thousands of items we sell, known as the "Gold Lock Extended Warranty"This extended warranty icon is posted with any item carrying this free coverage - attached
Below please find paragraph of the
Bugera warranty as posted on their website regarding "Warranty Limitations and Exclusions"
This Limited Warranty does not cover the product if it has been electronically or mechanically modified in any wayIf the product needs to be modified or adapted in order to comply with applicable local technical or safety standards in any country which is not the country for which the product was originally developed and manufactured, this modification / adaptation shall not be considered a defect in materials or workmanshipThis Limited Warranty does not cover any such modification / adaptation, regardless of whether it was carried out professionally or notUnder the terms of this Limited Warranty, MUSIC Group shall not be held responsible for any cost resulting from such a modification / adaptation
Once Mr*** changed the speaker as he outlined in his narrative, the warranty voidedChanging a speaker in an amp would be equivalent to changing the engine in an automobile and then attempting to return or repair the vehicle at the dealership under warranty service because it didn't runContrary to what my Mr*** claims, he was offered a discount on comparable amps to purchase at a discounted priceSKU's: BUG V55INFINIUM, VOX AC10C1, FEN

Initial Business Response /* (1000, 5, 2015/07/31) */
Thank you for the opportunity to reply
AMS shipped a Gibson LE LP Custom Quilt Top Gold HW Natural W/Case Sku: GIB LPCQLTD, to Mr*** on 06/19/15, via Fedex tracking ID: ***This order was placed utilizing a month
payment plan - having payments divided into coming due automatically every days
On 06/23/customer contacted AMS to report he had not received his itemAt that time contact was made with Fedex, and a Driver Foll(DFU) investigation was done, which is standard procedureDFU CASE# ***
On 06/29/Fedex confirmed delivery to the address provided at the time of the order: ***, Fairfield, Ohio
On 06/29/immediately following Fedex confirming delivery, a police was requested to be filed with Mr*** via email
(attempts were made to obtain a police necessary to either refund or replace the item on 06/29/15, 07/13/15, 07/20/15)A police report was never received
On 07/10/AMS received a chargeback claim from Mr***'s credit card company (Chase), disputing the charge for the item
07//13/Chase contacted AMS indicating that they would not be paying on Mr***'s claim
2nd payment came due on 07/20/and customer was contacted via phone and email by collections department on 07/21/
07/27/customer called stating not to contact him
At this time the caller ID for Mr*** was captured which we can only assume is what Mr*** references as his Uncle's
Note: In reference to searching out his Uncle to make collections calls this is completely falseThat practice is known as skip tracing which means that an agency would actively search out a neighbor, relative or employer to make to contact with the purchaser regarding collectionsThat is not, nor has ever been a practice that AMS utilizes
07/28/Mr*** called in again utilizing vulgar language saying he was being harassedIn discussion regarding details of the order, customer hung up on the agent
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The request for a police report cannot be fulfilled until there is proof of delivery of the package in the form of a signatureI have no idea whether the package was delivered or notI am still being harassed by American Music on a Multiple-Time-Per-Day basis through emails AND phone calls from the Collections department
Final Business Response /* (4000, 9, 2015/08/13) */
This issue will correct itself with the filing of a police report which is our requirement in situations such as this
AMS utilizes shippers, UPS and FedEx,to ensure that the parcel entrusted from our warehouse makes it to the intended destination (our customer)Any time a customer reports a parcel not being delivered we follwith the shipper who in this case advised of a confirmed delivery via tracking details This issue will correct itself with the filing of a police report which is our requirement in situations such as thisWe utilize shippers UPS and Fedex to ensure that the parcel they are entrusted with from our warehouse makes it to the intended destinationAny time a customer reports a parcel not being delivered we follwith the shipper who in this case advised of a confirmed delivery via tracking details This issue will correct itself with the filing of a police report which is our requirement in situations such as thisWe utilize shippers UPS and Fedex to ensure that the parcel they are entrusted with from our warehouse makes it to the intended destinationAny time a customer reports a parcel not being delivered we follwith the shipper who in this case advised of a confirmed delivery via tracking details *** (Tuesday, 06/23/15, 3:01pm local time), and from their own investigationTracking details show the parcel delivered, the Fedex investigation concluded the same with input from the delivery route driverIn the case of Mr***, the next step for resolution is to file a police reportOnce the report is filed a refund or replacement will take place based on Mr***'s preferenceIf no police report is filed, AMS will continue collection efforts on the order (#***)

I am rejecting this response because:
American Musical Supply did contact the Prince George's Police Department, but did not ask to speak with the officer that took my report, per my request I had previously give the officer's badge number and I followed up with the officer's name After hours at my local police station, I was finally able to convince the Department of my need for a written report They made an exception to their policy and gave me the report (attached) I just submitted this to American Musical supply (11/30) and was previously told that my record would be sent to collections by the end of today (11/30) I need to ensure that my record will not be sent to collections, that my account will be removed from your system, and that my name will not be conflated with the criminal's information (currently my account contains information that the perpetrator used to commit fraud and that information is not separated from my personal information) I have also asked to speak with Elizabeth ***'s supervisor Mark *** I have made this request several times but have not yet been contacted.Sincerely,*** ***###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2015/09/28) */
Firstly, I'd like to apologize to Ms*** for any inconvenience she experienced due to this matterThere seems to be a systematic issue with USPS, and while rare, in some instances accepts an order for shipment, which ultimately never truly did
shipCompounding this issue, each time Ms*** inquired upon her order, the agent display showed the order as having shipped when in fact it had not due to the system issueOnce, we determined this status, we inquired with Ms*** as to whether a physical address was available for deliveryOnce confirmed that no physical address was available, the only option was to provide a refund by reversing the shipped statusI can confirm at this time the order has been processed as a return and the account refundedDependent upon Ms***'s bank, the refund should post back to her original method of payment within 1-business days
Again, I'd like to reiterate our apologies for the inconvenience that Ms*** experiencedEveryone at American Musical Supply takes pride in providing the best customer experience possible and it is our hope that Ms*** understands what she experience is not a common occurrenceAdditionally, we will be providing Ms*** a $GC to use on a future purchase with us
Should you have any additional questions, please don't hesitate to contact me back directly
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
American Musical Supply has lived up to their end of the bargain as outlined above, while I am still not satisfied with the way this order was handled, I appreciate their commitment to correcting their error once they found it

Order number [redacted]
Tracking ID: [redacted]
08/07/15 Fedex confirmed delivery
08/08/15 Customer contacts AMS and advises parcel not received. An investigation is begun with Fedex which involves a (delivery) driver follow-up (DFU)
08/17/15 Fedex concludes investigation,...

re-confirms delivery, advises driver was able to confirm delivery to the correct address advising the package was left at the front door. Customer is advised that a police report needs to be completed prior to 9/16/15.
8/31/15 A 2nd notice is sent to the customer to obtain a police report
09/07/15 A 3rd and final notice was sent to the customer to obtain a police report
09/14/15 Customer emailed in an incident report number, officer name, and police district. Customer was advised that an attempt would be made to try and verify with a report was filed. Agent was advised that the customer would be able obtain a copy of the actual report on 9/17/15
09/15/15 Email was sent to the customer advising we needed a full report and the date it would be available
A police report was never received and the transaction remains intact. We provide 30 days from the close of an investigation for verified documentation from the jurisdictional law enforcement agency as provided by the customer. It is up to the customer to obtain and make available a full report from the police department for us to verify within the specified time frame.

Initial Business Response /* (1000, 5, 2016/02/03) */
I have included a timeline based on documented customer contacts that Ms. [redacted] has had with agents and supervisors in our contact center regarding this issue. All tolled there were 24 contacts between 12/23/15 and 01/22/16. The item...

purchased carries Special Return Conditions which are displayed with the item. Once opened the item becomes non-returnable item and is subject to warehouse inspection for acceptance. This item was inspected upon receipt into our warehouse and found to be opened (with the factory seal broken) and with scratches on the bottom of the unit.
We have no reason to fabricate the return condition of this item. Our warehouse personnel did not mishandle or purposefully cause damage to this item, nor did they intend detriment to Ms. [redacted] in any way.
As for the customer service provided to Ms. [redacted], we certainly apologize that she does not agree with our business decision but we are unable to accept the item back as it was opened and had scratches on the bottom.
01/06/16 - Ms. [redacted]'s husband called in to do an exchange for an item ordered under Barbara's account. Unable to provide information as he was not the account holder.
01/06/16 - Ms. [redacted] and her husband were both on the line. Call center agent provided a return authorization with the stipulation that the condition of the item return must be new and factory sealed. Should the item be opened, the item would be refused and the return not accepted.
01/12/16 - Warehouse manager advises the item received had been opened and the return will be refused and sent back to the customer (Ms. [redacted])
01/13/16 Tracking number [redacted] (Fedex) is issued to the return parcel
01/14/16 - Ms. [redacted] calls into contact center to advise the item had not been used
01/14/16 Ms. [redacted] requests supervisor. Supervisor call #1- Ms. [redacted] advises the item had not been used, requests contact to be made with the warehouse again. A time frame of 24-48 business hours was provided to the customer for follow-up.
01/14/16 Ms. [redacted] contacts the call center again. Supervisor call #2- Time frame previously provided to the customer was provided again, as was the "non-return" policy which applied to this item.
01/14/16 - Contact with the warehouse was initiated and the warehouse manager once again confirmed the item was received opened (non-factory sealed and in used condition.
01/15/16 Item is confirmed delivered by Fedex back to Ms. [redacted]. Attempt to reach Ms. [redacted] was specifically documented at being made between 10:25am and 10:33am Central as there had been accusations of previous non-contact. Attempts at contact were as follows: The day phone number Ms. [redacted] provided voice mail box was full; the night phone Ms. [redacted] provided voice mail box not set-up.
01/15/16 Ms. [redacted] contacts our Account Services department (Collections) and states the warehouse sent back a different item than what was sent in to be returned. Requests a supervisor contact her back. Ms. [redacted] was advised of the previous attempts made to contact her back and the phone issues encountered.
01/15/16 I personally make an attempt to reach Ms. [redacted] at the day phone number she provided. Again, the day phone number has a voice mail box which was full, and the night phone had a voice mail box that had not been set-up. Notes were placed on the order for any agent making contact with Ms. [redacted] to obtain a working phone number, should Ms. [redacted] have a request at contact again. Order notes were also placed indicating the warehouse would not be accepting the item back due the condition and non-returnable nature of the item.
01/15/16 Ms. [redacted] called back into our contact center seeking information
01/15/16 - Supervisor Call #1 Ms. [redacted] was explained again the condition of the item, and our posted policy regarding this non-returnable item. Ms. [redacted] explained she would be seeking a "higher-up" for resolution.
01/18/16 - Warehouse repeats details on condition of the return reporting seal for the manufacturer's box was broken and the bottom of the unit was scratched.
01/20/16 - Ms. [redacted] called into our contact center wondering why the item had been sent back to her. Agent reports and notes the order that the call was disconnected by the customer.
01/20/16 - Ms. [redacted] called into our contact center saying a supervisor was supposed to contact her back. The agent explained the reason the non-returnable item was refused and Ms. [redacted] asked to be transferred to a supervisor.
01/20/16 Ms. [redacted] - Supervisor Call. Ms. [redacted] spoke with a supervisor and requested to speak with the inspector of her package at the warehouse. Ms. [redacted] advised she was not willing to pay for something that was returned to her in that condition and requested another supervisor contact her back once they were able to provide additional information.
01/21/16 I personally made an attempt to reach Ms. [redacted] at the day phone number she provided and was able to leave a voice mail message regarding the item's non-returnable status (non-factory sealed) and unit's condition.
01/21/16 Ms. [redacted] calls into our contact center in the evening asking to speak to me. She would like to know specifically what the inspection process we utilize is. Ms. [redacted] leaves a voice mail message as I had left for the day.
01/22/16 Ms. [redacted] contacts our call center and asks for me personally, requesting a call back the next day (01/23/16) at the phone number at which previous attempts at contact were made.
01/22/16 I personally made an attempt to reach Ms. [redacted] at the day phone number she provided and was able to leave a voice mail message regarding the item's non-returnable status (non-factory sealed) and unit's condition.
01/22/16 Ms. [redacted] calls into our contact center and states the item was opened by our warehouse and "thrown around the room". Ms. [redacted] requests cameras to be installed at our warehouse location and that the "corruption and training we provide has brought the company down". The account was noted at the time that Ms. [redacted] vented extensively and that she ended the call by hanging up on the agent.

Hello [redacted],I'm sorry you are having issues getting your return shipping label.  We take your concern very seriously and have looked into the matter. We have determined there was an error occurring within our automated processing of the return authorization that generates your electronic...

return shipping label.  We have manually generated you a return shipping label and emailed a copy to [email protected].  We've also mailed the label to the address you have on file with us just in case there was an issue.  Again, we're sorry for the inconvenience.  Let us know if you have any addition questions about the process.  Thanks,Dominique  Customer Service

Hello, The customer had applied for a 12 pay with AMS.  He was approved from the credit check, but upon further checking discovered he had went well past the 60 day mark with ZZounds on a payment plan, therefore limiting him to full charge orders.  He then wanted to cancel the...

order. We are not able to remove credit inquiries.  The customer can try to contact Transunion and make a dispute regarding the credit inquiry.  [redacted]-Contact Center Operations

Hello [redacted],I apologize for the issues you experienced when placing your order; the order has been canceled.  The pre-authorization that appears on your credit card typically will drop off within 1-3 business days.  Due to the issues you experienced with your order, I am issuing...

and AMS Gift E-Gift for you to use on a future purchase.  Please watch your email later this afternoon for your E-Gift Card. If you have further questions or concerns, please contact us at ###-###-####.Jill-AMS Customer Service

Hello [redacted],  We have reviewed your account with American Musical Supply and have confirmed that you still owe money on your account and anything reported on your credit report is valid.  Your account was transferred to the Phoenix Collection Agency; we also reached out to the...

collection agency regarding your account.  They reviewed the documentation you provided to them and also have confirmed that the account still has a balance due.  The last contact you had with the collection agency, on 1/31/2017, you had indicated that your attorney would be contacting them, but to date, they have not heard from them. Please contact the Phoenix Collection Agency to set up a payment arrangement.   Jill-AMS Customer Service

Good afternoon-Although our established procedures for verifying fraudulent card use proved to present significant difficulty for you, we were finally able to designate the order as fraud and have taken actions to remove your account from any collections activities.  We have also worked to remove as much of your personal information as possible from our systems.  Also, as promised, we marked the remaining records as **VICTIM OF FRAUD** so that it would be clear to any users that you did not place the order with AMS.We are very sorry that the misuse of your credit card took so long to document and that you had to spend so much time trying to straighten out the situation.  We hope that the conversations you had with our Credit and Collections Manager and with our Controller helped alleviate your concerns about future complications resulting from the fraud.  Please don’t hesitate to reach out if we can be of further assistance. Jill-AMS Customer Service Representative