Initial Business Response / [redacted] (1000, 8, 2016/01/13) */ Contact Name and Title: Justin [redacted] , CRM Contact Phone: XXX-XXX-XXXX x [redacted] Contact Email: [redacted] @sweetwater.com We were notified the week of Christmas of the error in which the three easy payments were charged in full by our mistakeOnce we learned of the mistake, we immediately issued a refund for the overcharge back to the bank account and scheduled the remaining two paymentsThe refund likely posted to the account 3-business days from the date it was issued on 12/ OFFER: Immediately correct the error to reflect the easy paymentsAdditionally, there was a previous order that also had days payments, and we offered to refund and waive off the final payment of that order to make things right, and to help take the sting out of our mistake
Initial Business Response / [redacted] (1000, 6, 2017/09/27) */ We spoke with [redacted] over the phone and have arranged to fully refund him for the purchaseWe also apologized for the issues regarding the guitar Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/09/27) */ I have worked things out with the business and so the complaint can be withdrawn
Initial Business Response / [redacted] (1000, 12, 2015/06/30) */ Contact Name and Title: Justin D [redacted] Contact Phone: XXX-XXX-XXXX x Contact Email: [redacted] @sweetwater.com We spoke to the complainant over the phone and have come to a resolutionOriginally, we had offered to take a return and issue a full refund for her defective mixer well outside our day return policy, but because the complainant had thrown the mixer away, we simply cannot provide a full refundWe have agreed to issue a 50% refund, along with 50% of the interest costs, which she accepted OFFER: Partial refund comparable to 50% of the original purchase price Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Sweetwater's offer due to the subject alone is exhaustingAlthough, I am still at a lost the company has agreed to crediting 50% of the value of the damaged equipmentThis does not cover the damages caused to previous studio equipment (speakers & monitor) which totaled $but I am tolerate of the agreement
Initial Business Response / [redacted] (1000, 8, 2017/07/26) */ We've spoken with our customer, Mr [redacted] , and we've resolved the issueWe offered a sincere apology for what had happened and we're using his feedback to help make our processes better
Initial Business Response / [redacted] (1000, 5, 2017/08/04) */ Hello, My name is [redacted] , and I'm the Director of Customer Service here at Sweetwater SoundI'm so sorry for what has happened and for reaching out on a do-not-call numberThis was certainly not our intention To give some background, Sweetwater Sound is the #online music retailer in the US [redacted] We are a legitimate online business that sells pro audio equipment and music instruments On August 3rd at 9:am EST, an order was placed through our website for some Westone Earphones with ***'s first and last name on the orderAs part of our standard order confirmation process, we attempted to reach the customer using any common communication tools, like email and phone callsIt was our call that [redacted] received and that he mentions in this complaint that we used as part of this effort to confirm the order We received his IM earlier this morning indicating that he never placed the order, so we have canceled the order and marked our records accordinglyAt no time did we attempt to charge or collect money in regards to this purchase, and I would highly recommend that his bank is contacted to make sure there have been no other unauthorized transactions We sincerely apologize for any inconvenience this has caused and I can assure you that he will no longer receive any calls or communication of any type Thanks, [redacted] Director of Customer Service Sweetwater Inc Phone: (XXX) XXX-XXXX x [redacted] Fort Wayne, IN XXXXX [redacted] @sweetwater.com
Initial Business Response /* (1000, 5, 2016/07/20) */
We've communicated with ***, our customer, and have worked out an arrangement to completely resolve this issueWe're incredibly sorry for the inconvenience and thrilled that we were able to turn things around
We discussed how certain things
can change playability of the guitar in transit, or other factors, but that we need to own the process all the way through to take great care of our customersIt's regrettable that we didn't do more to fix the issue ourselves, and we will be addressing the team
Initial Consumer Rebuttal /* (2000, 7, 2016/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2017/01/10) */
***,
First, thank you so much for your feedback and for sharing your experienceWe're so sorry for the trouble that you continue to experience with your MPC touch, and that you feel our team hasn't done a satisfactory job of resolving
this issue for youWe have documented over different technical support calls, all of which have to do with the basic operation and setup of the unitWe've connected to your computer remotely several times to assist and have demonstrated the functionality of the gearAdditionally, we've helped you to activate and register your software, made sure the device was set up correctly as a controller so that it would work within your DAWAll of these are functionality questions, and are not considered tech supportWe would not agree that our staff "refuses to give that help," as we've clearly demonstrated our willingness to resolve the issues at handThat being said, we simply don't have the capability to continue to go through the basic functionality of the unit
Our tech support (like most tech support teams in other industries) is designed to help facility troubleshooting when there are issues with the gearGoing beyond that to do set up and other typical "how to" functions are not in our capacity currentlyWe understand that this can cause some frustration, and we're truly sorry for thatWe've provided training tutorials and have directed you to the manufacturer involved to assist with some of these questions
Although the gear you purchased is outside our day return policy, we have also offered to refund the itemWe believe our technical support team has gone above and beyond to resolve your issue and apologize you are having difficulty operating the gear
Initial Consumer Rebuttal /* (3000, 8, 2017/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still haven't gotten the help I needed cause I don't get home till late by then tech support is gone homeSo getting there help I will never get
Final Business Response /* (4000, 14, 2017/01/31) */
Hi ***
Our response would be:
"As we've stated before, we've assisted Mr*** with the basic use of his gear and have documented different occasions where we've assisted in a number of different procedures that are not defined as technical support for the productThe products are performing to factory specifications, and we're helping with the operational use of the gear
That being said, we've been notified by the Revdex.com that there is a potential solution, and that Mr*** would like help with "one procedure." Therefore, we would propose the following:
- Scheduled a call with our tech support team on a date and time during the week during "off peak" hours
- We will help assist with the procedure in question
- The call will not last more than minutes
- Any other assistance outside of this "one procedure" would need to be referred back to the manufacturer
- This will be the last training call regarding this customer's order history
We are more than happy to help, and will continue to provide tech support on the gear we sell, but we are trying to make it clear the difference between tech support and product training
Thanks,
*** ***
Director of Customer Service
Sweetwater Inc
Phone: (XXX) XXX-XXXX x ***
*** ** *** ** ***
Fort Wayne, IN XXXXX
***@sweetwater.com
Initial Business Response /* (1000, 5, 2018/01/09) */
***,
Thank you so much for your patience and for your understandingWe're so sorry for the delay with your orderWe work really hard to make sure the order is properly verified to ensure your protectionI know you've spoken to one of our
sales engineers and we've finalized this order for youThe order has been shipped and should be to you by Wednesday January, 9th
Again, we're so sorry for the delay
Initial Business Response /* (1000, 5, 2016/10/13) */
Hi ***,
Thanks so much for taking the time to share your experience and for your feedbackI'm so sorry to hear that, despite you asking for us to not send a catalog, that one was still sentWe take feedback like this very seriously, and
I've personally taken the necessary steps so that you won't get any more catalogsThere is usually quite a large "lead time" when we mail catalogs, so it's possible that one was sent or already in the process of being sent before you notified us to stop sending themRegardless, I'm so sorry for the duplicates
We are very sensitive about our environmental footprint and care deeply about our environmentAs a matter of fact, we're the only one in our industry that is LEED Platinum certified ***
Bottom line, rest assured, you will no longer receive any catalogs and we sincerely appreciate you letting us know! If you have any questions, please don't hesitate to reach me directly!
Kind regards
*** ***
Director of Customer Service
Sweetwater Inc
Phone: (XXX) XXX-XXXX x ***
*** ** *** ** ***
Fort Wayne, IN XXXXX
***@sweetwater.com
Initial Business Response /* (1000, 24, 2015/08/17) */
We have provided Mr*** and the Ohio Attorney General with a letter expressing our positionOur offer remains open to him to return the items purchased on invoice XXXXXXXX as stated in the attached response, "The solution to this credit
card dispute will simply be for you to return all of the the equipment purchased on invoice XXXXXXX"He was offered the option to keep the equipment instead of returning it and to date it appears he has chosen to keep the itemsIn the case of a defective item, we would certainly honor our policy for a warranty return for repair or replacement of the defective item
We are considering the case close
Final Consumer Response /* (3000, 8, 2015/05/18) */
After a two month head ache I was pushed into purchasing something that didnt work
I have tried to return the item several times but the company refused to provide an RMA to returnThe product is defective and doesnt meet my needs as promised by justin *** chuck *** and anthonyThen the owner has the nerve to call me a liar and a thief!
I want a refund for the item in totalas well as an apology from the owner and the staff involved in writing
Initial Business Response /* (1000, 8, 2016/01/13) */
Contact Name and Title: Justin [redacted], CRM
Contact Phone: XXX-XXX-XXXX x [redacted]
Contact Email: [redacted]@sweetwater.com
We were notified the week of Christmas of the error in which the three easy payments were charged in full by our...
mistake. Once we learned of the mistake, we immediately issued a refund for the overcharge back to the bank account and scheduled the remaining two payments. The refund likely posted to the account 3-5 business days from the date it was issued on 12/21.
OFFER:
Immediately correct the error to reflect the 3 easy payments. Additionally, there was a previous order that also had 3 days payments, and we offered to refund and waive off the final payment of that order to make things right, and to help take the sting out of our mistake.
Initial Business Response /* (1000, 8, 2017/02/28) */
We have been in contact with [redacted] to resolve this issue. The resolution included offering to complete the drum kit, initially mentioned by our sales engineer, [redacted], and do it at no extra charge. In the interim, the product was subsequently...
returned, and all shipping charges were waived. We also worked out a deal on an additional order to compensate for the trouble.
Initial Consumer Rebuttal /* (3000, 10, 2017/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statement, "The resolution included offering to complete the drum kit, initially mentioned by our sales engineer, [redacted], and do it at no extra charge." This was never offered to me or, I would have done this as I was told it was the complete kit. If [redacted] was to relay this message to me, it wasn't mentioned at all. I was told, I could get a good deal on the rest of the kit. The partial shipped kit was return following, when I was told by [redacted], that I could get a good deal on the drums. I was initially shipped the Module and the rack that was included and was labeled as box 1. The additional order was half of full retail about the selling price on the website. Marking up to full retail about prices on the website and selling to me at half price. This is a slap in the face to me, the consumer. I was told, this was sold as the rack and module and extra would be for the drums. Anyone who has purchased this drumkit, it's priced together for the same price but, I found the entire 3 box kit, at a lower price and purchased elsewhere. Having been in the music business for nearly 30 years, this wasn't first electronic drum kit. This type of business practices including talking to 7 different people in the same day with being transferred to others and being told this wasn't sold as a complete kit, has lost my trust in this company. Attached, is a copy of the last order that I made with the above selling prices, with inflated retail prices of the items. I have finally received a refund for the total amount.
Initial Business Response /* (1000, 5, 2015/11/11) */
Contact Name and Title: Justin [redacted]
Contact Phone: XXX-XXX-XXXX x 1046
Contact Email: [redacted]@sweetwater.com
Hi [redacted],
First and foremost, I'm so sorry for the trouble that you've had with your order. Please know we always work to...
do the right thing for our customers and it's regrettable that it got to this point. I understand that you've already spoken to your sales engineer here, and we're in the process of sending you a brand new one with overnight shipping. We are also providing a prepaid shipping label to get the defective one back to Sweetwater.
I hope that this will help to get things back on track and will make things right for you. If you have any other questions, pleases don't hesitate to respond, or reach your sales engineer or myself directly.
Thanks so much for your business. Again, I'm so sorry for all of the trouble.
Kind regards,
[redacted]
Director of Customer Service
Sweetwater Inc.
Phone: (XXX) XXX-XXXX x 1046
5501 US Highway 30 West
Fort Wayne, IN XXXXX
[redacted]@sweetwater.com
OFFER:
Replace the demo unit with a brand new unit at no additional charge. We are sending it with an overnight ship method, and including a prepaid shipping label to get the demo unit back to Sweetwater.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The seller stepped-up and made this right. The product was replaced with a brand new one and they provided a return shipping label for the items that were not correct to be returned to them. There are two reasons that this case was opened: the item received was not what was ordered and the customer service emails were not returned timely. The customer service representative explained that he was away for the weekend and that all emails from me get routed directly to him, instead of being read by someone else. I'm satisfied with the outcome and apologize for making a bigger deal than what needed to be made by opening a case with Revdex.com. I am a brand new customer, and I was afraid that I was becoming the victim of a scam. The way in which this case was handled by the seller gives me complete confidence to shop with them again.
Initial Business Response /* (1000, 12, 2015/06/30) */
Contact Name and Title: Justin D[redacted]
Contact Phone: XXX-XXX-XXXX x 1046
Contact Email: [redacted]@sweetwater.com
We spoke to the complainant over the phone and have come to a resolution. Originally, we had offered to take a return and...
issue a full refund for her defective mixer well outside our 30 day return policy, but because the complainant had thrown the mixer away, we simply cannot provide a full refund. We have agreed to issue a 50% refund, along with 50% of the interest costs, which she accepted.
OFFER:
Partial refund comparable to 50% of the original purchase price
Initial Consumer Rebuttal /* (2000, 14, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sweetwater's offer due to the subject alone is exhausting. Although, I am still at a lost the company has agreed to crediting 50% of the value of the damaged equipment. This does not cover the damages caused to previous studio equipment (speakers & monitor) which totaled $849.00 but I am tolerate of the agreement.
Initial Business Response /* (1000, 6, 2017/09/27) */
We spoke with [redacted] over the phone and have arranged to fully refund him for the purchase. We also apologized for the issues regarding the guitar.
Initial Consumer Rebuttal /* (2000, 8, 2017/09/27) */
I have worked things out with the...
Initial Business Response /* (1000, 5, 2017/08/04) */
Hello,
My name is [redacted], and I'm the Director of Customer Service here at Sweetwater Sound. I'm so sorry for what has happened and for reaching out on a do-not-call number. This was certainly not our intention.
To give some background,...
Sweetwater Sound is the #1 online music retailer in the US [redacted] We are a legitimate online business that sells pro audio equipment and music instruments.
On August 3rd at 9:11 am EST, an order was placed through our website for some Westone Earphones with [redacted]'s first and last name on the order. As part of our standard order confirmation process, we attempted to reach the customer using any common communication tools, like email and phone calls. It was our call that [redacted] received and that he mentions in this complaint that we used as part of this effort to confirm the order.
We received his IM earlier this morning indicating that he never placed the order, so we have canceled the order and marked our records accordingly. At no time did we attempt to charge or collect money in regards to this purchase, and I would highly recommend that his bank is contacted to make sure there have been no other unauthorized transactions.
We sincerely apologize for any inconvenience this has caused and I can assure you that he will no longer receive any calls or communication of any type.
Thanks,
[redacted]
Director of Customer Service
Sweetwater Inc.
Phone: (XXX) XXX-XXXX x [redacted]
[redacted]
Fort Wayne, IN XXXXX
[redacted]@sweetwater.com
Initial Business Response /* (1000, 10, 2016/10/05) */
First and foremost, we sincerely appreciate [redacted] taking the time to reach out and for sharing his poor experience. We're so sorry for the confusion and for the trouble that we may have caused. [redacted] and I have played some phone tag to try and...
figure out how to make this right for him and I would love a chance to speak with him directly.
To clarify, anytime a customer places an order with Sweetwater, and prefers to utilize our "3 Easy Pay" payment option, we utilize a 3rd party service to perform a credit check, and based on that response, the purchase can either be approved or not. At the time of check out, we state in the terms and conditions of the 3 easy payment plan that a credit check will be required and that the credit report will be reviewed. In some cases, further review with the customer may be necessary. When the customer agrees to the terms and conditions of the 3 easy pay plan, that is when the credit check is performed, and this happened before contact was made with our sales rep.
Regrettably, our sales engineer made a mistake and incorrectly stated that this is a "soft credit" inquiry. We've addressed this with our entire sales team. Our goal is to build trust and credibility with each customer we serve, and it's critical that we're providing the correct information.
We're so sorry that this may have impacted any credit decisions after the review was done. If there is anything we can do to try and make this right, we're happy to do so. [redacted] can reach me directly at the contact information below to discuss.
Thanks again for sharing your feedback and for any chance to make this right!
Kind regards,
[redacted]
Director of Customer Service
Sweetwater Inc.
Phone: (XXX) XXX-XXXX x [redacted]
Fort Wayne, IN XXXXX
[redacted]@sweetwater.com
Initial Business Response /* (1000, 5, 2016/05/20) */
Hi [redacted],
The Revdex.com made me aware of your case and I wanted to take a moment and respond.
First and foremost, I'm so sorry for the trouble and inconvenience that this order has caused. The USPS is a reliable partner, and it's unusual that...
it's taken this long to deliver to you. Rest assured, we will be discussing this with our USPS representatives. While we may not have control over the carrier, we're certainly accountable for your experience, and it's regrettable that it got to this point. We simply want to do the right thing for each and ever customer we serve, and should have arranged to reship the order when it got "stuck" in transit.
According to the tracking as of today (Friday May 20th, 2016), it appears that the order has been delivered. If that is NOT the case, please let me know and we'll reship you another order. Additionally, we've already refunded your full purchase price for the order as our token of appreciation for your patience while we worked to solve this for you. Please feel free to keep the order.
Bottom line, we want you to be completely satisfied and won't rest until we've achieved that goal. Hopefully these steps have helped to resolve this for you.
We sincerely appreciate your business and apologize again for the delay. Please feel free to reach me directly if you have any questions or concerns.
Kind regards,
[redacted]
Director of Customer Service
Sweetwater Inc.
Phone: (XXX) XXX-XXXX x [redacted]
[redacted]
Fort Wayne, IN XXXXX
[redacted]@sweetwater.com
Initial Business Response /* (1000, 8, 2017/07/26) */
We've spoken with our customer, Mr. [redacted], and we've resolved the issue. We offered a sincere apology for what had happened and we're using his feedback to help make our processes better.
Initial Business Response / [redacted] (1000, 8, 2016/01/13) */ Contact Name and Title: Justin [redacted] , CRM Contact Phone: XXX-XXX-XXXX x [redacted] Contact Email: [redacted] @sweetwater.com We were notified the week of Christmas of the error in which the three easy payments were charged in full by our mistakeOnce we learned of the mistake, we immediately issued a refund for the overcharge back to the bank account and scheduled the remaining two paymentsThe refund likely posted to the account 3-business days from the date it was issued on 12/ OFFER: Immediately correct the error to reflect the easy paymentsAdditionally, there was a previous order that also had days payments, and we offered to refund and waive off the final payment of that order to make things right, and to help take the sting out of our mistake
Initial Business Response / [redacted] (1000, 6, 2017/09/27) */ We spoke with [redacted] over the phone and have arranged to fully refund him for the purchaseWe also apologized for the issues regarding the guitar Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/09/27) */ I have worked things out with the business and so the complaint can be withdrawn
Initial Business Response / [redacted] (1000, 12, 2015/06/30) */ Contact Name and Title: Justin D [redacted] Contact Phone: XXX-XXX-XXXX x Contact Email: [redacted] @sweetwater.com We spoke to the complainant over the phone and have come to a resolutionOriginally, we had offered to take a return and issue a full refund for her defective mixer well outside our day return policy, but because the complainant had thrown the mixer away, we simply cannot provide a full refundWe have agreed to issue a 50% refund, along with 50% of the interest costs, which she accepted OFFER: Partial refund comparable to 50% of the original purchase price Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Sweetwater's offer due to the subject alone is exhaustingAlthough, I am still at a lost the company has agreed to crediting 50% of the value of the damaged equipmentThis does not cover the damages caused to previous studio equipment (speakers & monitor) which totaled $but I am tolerate of the agreement
Initial Business Response / [redacted] (1000, 8, 2017/07/26) */ We've spoken with our customer, Mr [redacted] , and we've resolved the issueWe offered a sincere apology for what had happened and we're using his feedback to help make our processes better
Initial Business Response / [redacted] (1000, 5, 2017/08/04) */ Hello, My name is [redacted] , and I'm the Director of Customer Service here at Sweetwater SoundI'm so sorry for what has happened and for reaching out on a do-not-call numberThis was certainly not our intention To give some background, Sweetwater Sound is the #online music retailer in the US [redacted] We are a legitimate online business that sells pro audio equipment and music instruments On August 3rd at 9:am EST, an order was placed through our website for some Westone Earphones with ***'s first and last name on the orderAs part of our standard order confirmation process, we attempted to reach the customer using any common communication tools, like email and phone callsIt was our call that [redacted] received and that he mentions in this complaint that we used as part of this effort to confirm the order We received his IM earlier this morning indicating that he never placed the order, so we have canceled the order and marked our records accordinglyAt no time did we attempt to charge or collect money in regards to this purchase, and I would highly recommend that his bank is contacted to make sure there have been no other unauthorized transactions We sincerely apologize for any inconvenience this has caused and I can assure you that he will no longer receive any calls or communication of any type Thanks, [redacted] Director of Customer Service Sweetwater Inc Phone: (XXX) XXX-XXXX x [redacted] Fort Wayne, IN XXXXX [redacted] @sweetwater.com
Initial Business Response /* (1000, 5, 2016/07/20) */
We've communicated with ***, our customer, and have worked out an arrangement to completely resolve this issueWe're incredibly sorry for the inconvenience and thrilled that we were able to turn things around
We discussed how certain things
can change playability of the guitar in transit, or other factors, but that we need to own the process all the way through to take great care of our customersIt's regrettable that we didn't do more to fix the issue ourselves, and we will be addressing the team
Initial Consumer Rebuttal /* (2000, 7, 2016/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2017/01/10) */
***,
First, thank you so much for your feedback and for sharing your experienceWe're so sorry for the trouble that you continue to experience with your MPC touch, and that you feel our team hasn't done a satisfactory job of resolving
this issue for youWe have documented over different technical support calls, all of which have to do with the basic operation and setup of the unitWe've connected to your computer remotely several times to assist and have demonstrated the functionality of the gearAdditionally, we've helped you to activate and register your software, made sure the device was set up correctly as a controller so that it would work within your DAWAll of these are functionality questions, and are not considered tech supportWe would not agree that our staff "refuses to give that help," as we've clearly demonstrated our willingness to resolve the issues at handThat being said, we simply don't have the capability to continue to go through the basic functionality of the unit
Our tech support (like most tech support teams in other industries) is designed to help facility troubleshooting when there are issues with the gearGoing beyond that to do set up and other typical "how to" functions are not in our capacity currentlyWe understand that this can cause some frustration, and we're truly sorry for thatWe've provided training tutorials and have directed you to the manufacturer involved to assist with some of these questions
Although the gear you purchased is outside our day return policy, we have also offered to refund the itemWe believe our technical support team has gone above and beyond to resolve your issue and apologize you are having difficulty operating the gear
Initial Consumer Rebuttal /* (3000, 8, 2017/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still haven't gotten the help I needed cause I don't get home till late by then tech support is gone homeSo getting there help I will never get
Final Business Response /* (4000, 14, 2017/01/31) */
Hi ***
Our response would be:
"As we've stated before, we've assisted Mr*** with the basic use of his gear and have documented different occasions where we've assisted in a number of different procedures that are not defined as technical support for the productThe products are performing to factory specifications, and we're helping with the operational use of the gear
That being said, we've been notified by the Revdex.com that there is a potential solution, and that Mr*** would like help with "one procedure." Therefore, we would propose the following:
- Scheduled a call with our tech support team on a date and time during the week during "off peak" hours
- We will help assist with the procedure in question
- The call will not last more than minutes
- Any other assistance outside of this "one procedure" would need to be referred back to the manufacturer
- This will be the last training call regarding this customer's order history
We are more than happy to help, and will continue to provide tech support on the gear we sell, but we are trying to make it clear the difference between tech support and product training
Thanks,
*** ***
Director of Customer Service
Sweetwater Inc
Phone: (XXX) XXX-XXXX x ***
*** ** *** ** ***
Fort Wayne, IN XXXXX
***@sweetwater.com
Initial Business Response /* (1000, 5, 2018/01/09) */
***,
Thank you so much for your patience and for your understandingWe're so sorry for the delay with your orderWe work really hard to make sure the order is properly verified to ensure your protectionI know you've spoken to one of our
sales engineers and we've finalized this order for youThe order has been shipped and should be to you by Wednesday January, 9th
Again, we're so sorry for the delay
Initial Business Response /* (1000, 5, 2016/10/13) */
Hi ***,
Thanks so much for taking the time to share your experience and for your feedbackI'm so sorry to hear that, despite you asking for us to not send a catalog, that one was still sentWe take feedback like this very seriously, and
I've personally taken the necessary steps so that you won't get any more catalogsThere is usually quite a large "lead time" when we mail catalogs, so it's possible that one was sent or already in the process of being sent before you notified us to stop sending themRegardless, I'm so sorry for the duplicates
We are very sensitive about our environmental footprint and care deeply about our environmentAs a matter of fact, we're the only one in our industry that is LEED Platinum certified ***
Bottom line, rest assured, you will no longer receive any catalogs and we sincerely appreciate you letting us know! If you have any questions, please don't hesitate to reach me directly!
Kind regards
*** ***
Director of Customer Service
Sweetwater Inc
Phone: (XXX) XXX-XXXX x ***
*** ** *** ** ***
Fort Wayne, IN XXXXX
***@sweetwater.com
Initial Business Response /* (1000, 24, 2015/08/17) */
We have provided Mr*** and the Ohio Attorney General with a letter expressing our positionOur offer remains open to him to return the items purchased on invoice XXXXXXXX as stated in the attached response, "The solution to this credit
card dispute will simply be for you to return all of the the equipment purchased on invoice XXXXXXX"He was offered the option to keep the equipment instead of returning it and to date it appears he has chosen to keep the itemsIn the case of a defective item, we would certainly honor our policy for a warranty return for repair or replacement of the defective item
We are considering the case close
Final Consumer Response /* (3000, 8, 2015/05/18) */
After a two month head ache I was pushed into purchasing something that didnt work
I have tried to return the item several times but the company refused to provide an RMA to returnThe product is defective and doesnt meet my needs as promised by justin *** chuck *** and anthonyThen the owner has the nerve to call me a liar and a thief!
I want a refund for the item in totalas well as an apology from the owner and the staff involved in writing
Initial Business Response /* (1000, 8, 2016/01/13) */
Contact Name and Title: Justin [redacted], CRM
Contact Phone: XXX-XXX-XXXX x [redacted]
Contact Email: [redacted]@sweetwater.com
We were notified the week of Christmas of the error in which the three easy payments were charged in full by our...
mistake. Once we learned of the mistake, we immediately issued a refund for the overcharge back to the bank account and scheduled the remaining two payments. The refund likely posted to the account 3-5 business days from the date it was issued on 12/21.
OFFER:
Immediately correct the error to reflect the 3 easy payments. Additionally, there was a previous order that also had 3 days payments, and we offered to refund and waive off the final payment of that order to make things right, and to help take the sting out of our mistake.
Initial Business Response /* (1000, 8, 2017/02/28) */
We have been in contact with [redacted] to resolve this issue. The resolution included offering to complete the drum kit, initially mentioned by our sales engineer, [redacted], and do it at no extra charge. In the interim, the product was subsequently...
returned, and all shipping charges were waived. We also worked out a deal on an additional order to compensate for the trouble.
Initial Consumer Rebuttal /* (3000, 10, 2017/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statement, "The resolution included offering to complete the drum kit, initially mentioned by our sales engineer, [redacted], and do it at no extra charge." This was never offered to me or, I would have done this as I was told it was the complete kit. If [redacted] was to relay this message to me, it wasn't mentioned at all. I was told, I could get a good deal on the rest of the kit. The partial shipped kit was return following, when I was told by [redacted], that I could get a good deal on the drums. I was initially shipped the Module and the rack that was included and was labeled as box 1. The additional order was half of full retail about the selling price on the website. Marking up to full retail about prices on the website and selling to me at half price. This is a slap in the face to me, the consumer. I was told, this was sold as the rack and module and extra would be for the drums. Anyone who has purchased this drumkit, it's priced together for the same price but, I found the entire 3 box kit, at a lower price and purchased elsewhere. Having been in the music business for nearly 30 years, this wasn't first electronic drum kit. This type of business practices including talking to 7 different people in the same day with being transferred to others and being told this wasn't sold as a complete kit, has lost my trust in this company. Attached, is a copy of the last order that I made with the above selling prices, with inflated retail prices of the items. I have finally received a refund for the total amount.
Initial Business Response /* (1000, 5, 2015/11/11) */
Contact Name and Title: Justin [redacted]
Contact Phone: XXX-XXX-XXXX x 1046
Contact Email: [redacted]@sweetwater.com
Hi [redacted],
First and foremost, I'm so sorry for the trouble that you've had with your order. Please know we always work to...
do the right thing for our customers and it's regrettable that it got to this point. I understand that you've already spoken to your sales engineer here, and we're in the process of sending you a brand new one with overnight shipping. We are also providing a prepaid shipping label to get the defective one back to Sweetwater.
I hope that this will help to get things back on track and will make things right for you. If you have any other questions, pleases don't hesitate to respond, or reach your sales engineer or myself directly.
Thanks so much for your business. Again, I'm so sorry for all of the trouble.
Kind regards,
[redacted]
Director of Customer Service
Sweetwater Inc.
Phone: (XXX) XXX-XXXX x 1046
5501 US Highway 30 West
Fort Wayne, IN XXXXX
[redacted]@sweetwater.com
OFFER:
Replace the demo unit with a brand new unit at no additional charge. We are sending it with an overnight ship method, and including a prepaid shipping label to get the demo unit back to Sweetwater.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The seller stepped-up and made this right. The product was replaced with a brand new one and they provided a return shipping label for the items that were not correct to be returned to them. There are two reasons that this case was opened: the item received was not what was ordered and the customer service emails were not returned timely. The customer service representative explained that he was away for the weekend and that all emails from me get routed directly to him, instead of being read by someone else. I'm satisfied with the outcome and apologize for making a bigger deal than what needed to be made by opening a case with Revdex.com. I am a brand new customer, and I was afraid that I was becoming the victim of a scam. The way in which this case was handled by the seller gives me complete confidence to shop with them again.
Initial Business Response /* (1000, 12, 2015/06/30) */
Contact Name and Title: Justin D[redacted]
Contact Phone: XXX-XXX-XXXX x 1046
Contact Email: [redacted]@sweetwater.com
We spoke to the complainant over the phone and have come to a resolution. Originally, we had offered to take a return and...
issue a full refund for her defective mixer well outside our 30 day return policy, but because the complainant had thrown the mixer away, we simply cannot provide a full refund. We have agreed to issue a 50% refund, along with 50% of the interest costs, which she accepted.
OFFER:
Partial refund comparable to 50% of the original purchase price
Initial Consumer Rebuttal /* (2000, 14, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sweetwater's offer due to the subject alone is exhausting. Although, I am still at a lost the company has agreed to crediting 50% of the value of the damaged equipment. This does not cover the damages caused to previous studio equipment (speakers & monitor) which totaled $849.00 but I am tolerate of the agreement.
Initial Business Response /* (1000, 6, 2017/09/27) */
We spoke with [redacted] over the phone and have arranged to fully refund him for the purchase. We also apologized for the issues regarding the guitar.
Initial Consumer Rebuttal /* (2000, 8, 2017/09/27) */
I have worked things out with the...
business and so the complaint can be withdrawn.
Initial Business Response /* (1000, 5, 2017/08/04) */
Hello,
My name is [redacted], and I'm the Director of Customer Service here at Sweetwater Sound. I'm so sorry for what has happened and for reaching out on a do-not-call number. This was certainly not our intention.
To give some background,...
Sweetwater Sound is the #1 online music retailer in the US [redacted] We are a legitimate online business that sells pro audio equipment and music instruments.
On August 3rd at 9:11 am EST, an order was placed through our website for some Westone Earphones with [redacted]'s first and last name on the order. As part of our standard order confirmation process, we attempted to reach the customer using any common communication tools, like email and phone calls. It was our call that [redacted] received and that he mentions in this complaint that we used as part of this effort to confirm the order.
We received his IM earlier this morning indicating that he never placed the order, so we have canceled the order and marked our records accordingly. At no time did we attempt to charge or collect money in regards to this purchase, and I would highly recommend that his bank is contacted to make sure there have been no other unauthorized transactions.
We sincerely apologize for any inconvenience this has caused and I can assure you that he will no longer receive any calls or communication of any type.
Thanks,
[redacted]
Director of Customer Service
Sweetwater Inc.
Phone: (XXX) XXX-XXXX x [redacted]
[redacted]
Fort Wayne, IN XXXXX
[redacted]@sweetwater.com
Initial Business Response /* (1000, 10, 2016/10/05) */
First and foremost, we sincerely appreciate [redacted] taking the time to reach out and for sharing his poor experience. We're so sorry for the confusion and for the trouble that we may have caused. [redacted] and I have played some phone tag to try and...
figure out how to make this right for him and I would love a chance to speak with him directly.
To clarify, anytime a customer places an order with Sweetwater, and prefers to utilize our "3 Easy Pay" payment option, we utilize a 3rd party service to perform a credit check, and based on that response, the purchase can either be approved or not. At the time of check out, we state in the terms and conditions of the 3 easy payment plan that a credit check will be required and that the credit report will be reviewed. In some cases, further review with the customer may be necessary. When the customer agrees to the terms and conditions of the 3 easy pay plan, that is when the credit check is performed, and this happened before contact was made with our sales rep.
Regrettably, our sales engineer made a mistake and incorrectly stated that this is a "soft credit" inquiry. We've addressed this with our entire sales team. Our goal is to build trust and credibility with each customer we serve, and it's critical that we're providing the correct information.
We're so sorry that this may have impacted any credit decisions after the review was done. If there is anything we can do to try and make this right, we're happy to do so. [redacted] can reach me directly at the contact information below to discuss.
Thanks again for sharing your feedback and for any chance to make this right!
Kind regards,
[redacted]
Director of Customer Service
Sweetwater Inc.
Phone: (XXX) XXX-XXXX x [redacted]
Fort Wayne, IN XXXXX
[redacted]@sweetwater.com
Initial Business Response /* (1000, 5, 2016/05/20) */
Hi [redacted],
The Revdex.com made me aware of your case and I wanted to take a moment and respond.
First and foremost, I'm so sorry for the trouble and inconvenience that this order has caused. The USPS is a reliable partner, and it's unusual that...
it's taken this long to deliver to you. Rest assured, we will be discussing this with our USPS representatives. While we may not have control over the carrier, we're certainly accountable for your experience, and it's regrettable that it got to this point. We simply want to do the right thing for each and ever customer we serve, and should have arranged to reship the order when it got "stuck" in transit.
According to the tracking as of today (Friday May 20th, 2016), it appears that the order has been delivered. If that is NOT the case, please let me know and we'll reship you another order. Additionally, we've already refunded your full purchase price for the order as our token of appreciation for your patience while we worked to solve this for you. Please feel free to keep the order.
Bottom line, we want you to be completely satisfied and won't rest until we've achieved that goal. Hopefully these steps have helped to resolve this for you.
We sincerely appreciate your business and apologize again for the delay. Please feel free to reach me directly if you have any questions or concerns.
Kind regards,
[redacted]
Director of Customer Service
Sweetwater Inc.
Phone: (XXX) XXX-XXXX x [redacted]
[redacted]
Fort Wayne, IN XXXXX
[redacted]@sweetwater.com
Initial Business Response /* (1000, 8, 2017/07/26) */
We've spoken with our customer, Mr. [redacted], and we've resolved the issue. We offered a sincere apology for what had happened and we're using his feedback to help make our processes better.