Ultratone Guitars

Mr , I would suggest contacting your credit card company in regards to a reimbursementWe have processed and responded to the charge-back already filed, per our credit card processing company I also looked at the original transaction and saw multiple authorization failures during checkoutIs it possible that your credit card company charged you for more than authorization? I do know we were paid only one time, but maybe there was an error on the credit card company side Best Wishes,

I have researched this orderI show that the order is cancelledI do not show any open refund amountI do suggest that the customer contact their credit card company to see if they can reverse any funds that have not shown as refunded on the credit card statement

I am rejecting this response...

because:
 
I checked with the Credit Card company: indicated only my payment record on Sep 13, 2013 but do not have any refund
record UP TO DATE.  Card company also stated that: I have been using the same card since then and there isn't any change regarding to my password, any refund
record should have shown up.  
The credit card company recommended me to check
with the Dispute Section. As the investigation may take 1 to 2 weeks, I am afraid I have to
reject the the Business Response at the moment.  
I would appreciate if the
Business could provide proof of their refund such as bank record or refund
demand so that I can see if it is the credit card company's problem.  Thank you
for your assistance.
Sincerely,

Mr ,
 
I would suggest contacting your credit card company in regards to a reimbursement. We have processed and responded to the charge-back already filed, per our credit card processing company. 
 
I also looked at the original transaction and saw multiple authorization failures during checkout. Is it possible that your credit card company charged you for more than 1 authorization? I do know we were paid only one time, but maybe there was an error on the credit card company side.
 
Best Wishes,

I have researched this order. I show that the order is cancelled. I do not show any open refund amount. I do suggest that the customer contact their credit card company to see if they can reverse any funds that have not shown as refunded on the credit card statement.

Review: Order was placed with an online shop called All Hand Drums. The official receipt shows Ultratone Guitars Headquarters as the actual business name. Both share the same physical address.I ordered a drum set on 13th September, 2013, Order No. #AB-[redacted] ([redacted]). Before I paid, the shop was very responsible to all my messages, almost instant reply. After full payment, there was a notification saying that the product will be shipped in a few business days. I waited and waited but no further notification was received. Then I emailed, posted messages in Facebook numerous times but simply NO RESPONSE. On 3rd January,2014, I received an email telling that my order was cancelled but did not mention refund. I called the shop twice but can only reach the answering machine. Emails to [email protected] bounced back instantly. I filled up a new contact form and their feedback stated that they had posted a refund which should be seen on my next VISA statement. By 27th February, 2 new statements already passed and there is NO refund from them.After the email telling that there will be refund, the supplier is no longer reachable. There is NO feedback on either the new or old contact forms. Phone calls go directly to answering machine, of course NO reply. I posted comments on their Facebook of what they did, the content was deleted promptly within a few hours and I was blocked to further posting. Meaning that they are active and there is NO internet problem as what they explained.All facts show that they mean to set up a fraud, and before I submit this complaint, I reported this issue to Police Station in Hong Kong on 3rd March, 2014 with all the records of the correspondence.Desired Settlement: As they promised that the cancellation will be refunded to my credit card account. I would expect to settle the matter in this way.

Business

Response:

I have researched this order. I show that the order is cancelled. I do not show any open refund amount. I do suggest that the customer contact their credit card company to see if they can reverse any funds that have not shown as refunded on the credit card statement.

Consumer

Response:

I am rejecting this response because:

Good customer service and fast shipping. I purchased a Morgan Monroe banjo from Ultratone Guitars last month. Great instrument, well set up to play, and it looks nice.

Review: Ordered a bass guitar for $599 originally in August 2012. Guitar never delivered; money paid by paypal; seller non-responsive after many attempts.

I placed this order on 8/20/12 and never received the bass guitar. I spoke to "[redacted]" twice on the phone, most recently in early November. He told me that the bass guitar was on backorder. He offered my money back, but I chose to wait. In mid-December, I decided that I wanted my money back because I was tired of waiting. I have sent numerous emails and called and left messages numerous times since mid-December to ask for a refund of the $599 paid from my paypal account on 8/20/12. My email address is [redacted]@yahoo.com and that is also the email address for my paypal account. My phone is XXX XXX XXXX.

Model is: Boulder Creek Solitaire Jumbo Acoustic-Electric Bass Guitar

(We will Include a Free Case with the order of this instrument)

Order number is XXXXXXXXXX

I am a reasonable person who simply wants a refund. No one has answered phone since last November nor has anyone responded to polite phone messages and emails.

I can provide documentation including email messages, paypal records, even iphone screen captures showing a couple of times when I tried to contact Ultratone.Desired Settlement: All I want is my money refunded to paypal using the email address in this complaint.

Business

Response:

Business' Initial Response

We have attempted to refund this order by cancellation in our system back in October of last year when the back order on this item could not be fulfilled. Since we no longer have an active Paypal account, we would suggest the best way for this customer to get his funds back to his Paypal account would be to file for a reversal of charges. We will then accept the reversal or any documentation that is forwarded from Paypal. This should rectify this issue and get our customer his monies back.

I found this company by doing a web search for 'US-made cajon', and was pleased to find a small GA company doing just that. I recently took delivery of a student Novato cajon, and wanted to say that the build quality is superb: materials, cutting, gluing, sanding, finishing, snare mount/placement, even the feet mounting all first rate! Having played it a month, the sound quality is excellent too, even for a student model, rich deep low tone (soft or sharper, depending on where hit), and fairly crisp snare sounds with either hand. Play the back side for no-snare highs. Thank you too, Kopf, for making in in America!

Review: I placed an order (#AB-XXXX) X/27/13 for a Kalimba that I have never received. I spoke with someone 10/9/13 and they said that it would ship at the beginning of November 2013. I received email 10/09/13 saying that the order was being processed. My credit card has already been charged $40.78.I cannot get any response from the company. They do not answer their phone, I have left multiple voice mails, sent multiple emails, tried the "contact us" on their website, the online chat is never online.

Product_Or_Service: 12 key Kalimba

Order_Number: [redacted]

Desired Settlement: DesiredSettlementID: Refund

I want the $40.78 credited back to my credit card.

Review: I ordered a cajon 11/29/13. They charged my CC and not yet delivered the item. All attempts to contact them have failed

On 11-29-13 I ordered a Kopf birch series snare cajon (Part Number BSSC) and deluxe case. The order number is [redacted]. Since then they have charged my Visa credit card for 260.98. They have not yet delivered the item and all attempts to contact them have failed. I have tried email, facebook, and left messages on their phone.Desired Settlement: I would like my credit card refunded for the amount of 260.98.

Review: Placed $140.00 order on April 8. Money left my account on April 11. Never received item. Company does not respond to phone or email.

My 8 year old son saved his own money to buy an electric guitar. This company has stolen his money. Desired Settlement: I would like my money back. even more so I would like to see these people shut down. I plan to file charges for fraud, and on principle I will spend a lot more money than the cost of the guitar in my attempt to make sure these scammers get shut down.

Business

Response:

Business' Initial Response

There was a processing error for this order. It was charged in error as the order was cancelled due to a mismatch discovered by our payment gateway's Address Verification Service.

Due to the mismatch disovered by the Address verification Service, the company requested a copy of Driver License and a copy of the credit card so we could verify the customer's identity. The customer failed to provide this information, so the order was not shipped.

A full refund has been processed and an e-mail notification has been sent to the customer.

Transaction ID: XXXXXXXXXX

Transaction Status: Refund

Authorization Amount: USD (129.95)

Submit Date /Time: 05-May-XXXX XX:59:36 PDT

Authorization Code:

Reference Transaction ID: Not Applicable XXXXXXXXXX

Transaction Type: Refund

Address Verification Status: AVS Not Verified

(P)

Card Code Status: Not Applicable

CAVV Result Code: Not Applicable

Fraud Score Applied: Not Applicable

Recurring Billing Transaction: N

Partial Capture Status: Not Applicable

Card Type: Visa

Card Number: XXXX3122

Expiration Date: XXXX

Total Amount: USD (129.95)

Invoice #: XXXXXXX

Description: Order Processing Error