zZounds Music

great business!!

I decided to try the zZounds online store for the first time. The website is clear and easy to navigate. I already did research around the web for what I wanted to buy, but also checked out the reviews of the products I was interested on their website as well. Let me say that I really respect the fact that they let customers say whatever on the reviews. I like to know people's true experiences with P.A. gear after they receive it, hook it up and listen to it live. I ended up spending over four grand on their site and am very impressed with what I received from zZounds! First off, everything was professionally packaged. The speakers I bought each weighed ninety pounds and zZounds was smart enough to ship them in the original boxes from the manufacturer. I bought the best of the best ElectroVoice 3-Way Powered Speakers (2000 watts each!), a Mackie ProFx12 Mixer, A Shure Blx1288/Cvl Wireless Mic Setup, two 50' speaker cables and two stands for the speakers. I tried to buy these on the 12 month credit plan online but was denied. So I called them up and the customer service rep even apologized for the denial, even though it easn't zZounds fault, but my credit history. He was so friendly and even made sure I got two speaker stands that would hold my 2 80 pound giant speakers. I dropped over 4 grand on my debit card to complete the sale over the phone. Totally professional customer service department over there! Very impressed with the entire experience from the order, the tracking online and the shipment. These guys have me for life. I'm starting up a sound system business for musicians and event planners that require very high quality speakers and equipment here in Santa Barbara, and will be continuing to buy from zZounds as my hobby grows. Thank you zZounds for the great service, pricing, product reviews and overall product quality.

Review: I bought a guitar, [redacted] EX Custom. I am financing it and was unemployed for a couple months with my phone disconnected. They sent me an email regarding the non-payment and I replied letting them know I was unemployed. They sent me another email advertising that I could return the guitar and get a refund for what I did pay. I replied right away asking how to do so and they sent me another email stating I was no longer able to do the return and that my account was sent to a third party collection agency.Desired Settlement: Honor what they said. For them to not tell me I could do something and change their minds after.

Business

Response:

Hi,

Thanks for the email. The first offer to return the gear, which would close out the payment plan, and not cause this customer to be sent to collections, was offered on 11.06.13. The customer did not get back to us until 12.25.13. There was more communication after our initial offer of 11.06.13, but by the time we heard back from the customer, they were already 4 months late.

After reviewing this order, we will not be changing our decision to send this customer to third party collections.

thanks.

Review: I ordered from zzounds.com (on 812/14) $2000+ worth of equipment using the pay to play plan.

I was charged $197 as the first payment when I purchased the items online.

They allegedly shipped out the item using fedex (on 8/13/14), not requiring a signature at all (which any other company or person shipping such expensive equipment would usually do)

I never recieved the items.

The Fedex tracking claimed it was delivered AKA left at my front door; I never recieved any items at all.

I contacted Fedex on 8/16/14 asking about my package since the tracking said it was delivered but was not.

They said they would file claim with fedex which they did. And I was told I would not get my refund until Fedexs claim process was finished.

Fedex calls me several times asking me about the package, if I had gotten it yet; I told them several times I did not and that I checked the surrounding premises.

They assured me Id be taken care of and that the claim process would be over soon.

Around 2 weeks goes by since the claim was filed and finally the fedex's so-called tracer/investigation comes back as "delivered." Which is ridiculous; there was no such actual investigation;

Fedex simply asked the driver if it was delivered, and of course the driver not wanting to be blamed says whats in his best interest. That is not what an investigation is.

Zzounds refused to give me my money back; I am threatened over and over if I do not pay the next installment on time my account will be forwarded to collections. I even ask if they can resend the items since I

do not want to pay for items I never recieved; they have since totally ignored my pleas an just maintain their "collections" threat. They have not replied to the last email I sent them 2 days ago asking once again if

they can resend the items. I feel cheated and treated abusively; they have shown to remorse or professionalism whatsoever. They only atempt to bully and threaten me to pay up or else. Worst shopping experience I've ever had.Desired Settlement: They not atempt to forward what they are trying to steal from me to collections for products they never gave me.

And Refund me 197$ which I made a claim with my bank to get back (which I have never had to from shopping online)

Business

Response:

Hello,Once the FedEx investigation had been closed, and the items had been confirmed to be delivered as reflected by tracking numbers [redacted] and [redacted], the packages were considered to be stolen. We are not responsible for items stolen from a customer's residence after they have been delivered. The orders tracking information was available for the customer as soon as the items had been shipped. This information included an expected delivery date so that the customer can make arrangements to be available at the time of delivery, or leave a note with any special instructions for the FedEx delivery driver. These packages were confirmed to be delivered as of 08/15 at 10:57 AM. Being we were not notified of the missing items until 08/18, it's clear that the tracking information provided was not being monitored. During the investigation process we recommended the customer file a police report for the stolen items multiple times so that they may attempt to locate them. The customer refused to do so stating that a police report cannot be filed if they do not see the crime occur. Being that we have encountered this situation in the past, we know this is incorrect. Police reports for stolen property are commonly filed without seeing the items actually being taken. After making the customer aware of this, they continued to refuse to file a report or cooperate any further with an investigation. Being the items were confirmed to be delivered consistent with the expectations provided, and the customer would not take the proper steps to attempt to locate the products, we will not be sending replacement items. The customer is still responsible for upcoming payments, as agreed upon in the terms and conditions of our payment plan when the order was placed. We would still recommend the customer file a police report using the tracking information and denied FedEx claim to confirm the items were delivered to their residence.

Consumer

Response:

I am rejecting this response because:

I did keep a look out on the tracking hence why I emailed zzounds; a day after it was supposedly delivered. Fedex never delivered the items; my girlfriend was home the whole day it was supposedly delivered and noone ever knocked on the door or left a package. I even asked the neighbors and they said fedex never came that day. I told the rep at fedex but it did not seem to effect the claim decision. So as a customer who purchased $2000+ of musical gear I was scammed by zzounds and fedex. I dont know if it was premeditated, but what I do know is neither will take any responsibility for not getting the gear to me. And I have never heard of a online store who was not responsible for getting the bought item delivered to the customer. Zzounds should have spent the extra few dollars to require a signature at delivery(I never heard of a place who shipped items worth over $2000 without a required person to be home to accept). Zzounds IS responsible for getting me the item after I paid them the 1st installment. There is an abundance of evidence that zzounds has had horrible customer service; I am not the only victim of zzounds and fedex. http://www.resellerratings.com/store/zZoundsThey are rated 3.3/10 which is terrible(rated from 283 customers). They have sent customers broken items, used items, or charged people and never sent them items. I'm not even asking for an apology for there rude unprofessional threatening messages to me; I just dont want them to charge me for items I NEVER received.

Business

Response:

Hello,As stated in our previous responses, this shipment was delivered on 08/15 as reflected by the tracking information. FedEx has investigated the claim that this shipment was not delivered and determined it to be false. We did not receive any requests to require a signature and no additional instructions were left for the delivery driver. We have facilitated our end of this order by having the items shipped and delivered to the address requested. If the customer has filed a police report for the missing items, as recommended, the matter is between the customer and the authorities. We hope they are able to retrieve the missing items. We consider this matter closed on our end. If a customer is refusing to make their agreed upon payments, we are required to inform them that the account will eventually be sent to a third party collections agency, per the terms and conditions of the payment plan. Let us know if we can provide any further clarification.

Review: I had purchased a part for my guitar and the item is clearly defective. They refuse to replace it stating that they only accept unopened items for return. I've stated its not an issue of disliking the color, its a defective part that I only want a replacement for. This is clearly a business that doesn't care about customer satisfaction and I will never buy from them again.Desired Settlement: I would like to return the item at their cost and have them refund me in full for the item. It was only $25

Business

Response:

Hi,Even though it is directly against our policy, we have refunded this customer in full.

Review: we agreed on a price match then it took them 3 months for the item that I never received I paid them in contemplation of getting 4 items. They said they do price match I found the same items on another Web site for five hundred and 77 dollars less. The rep said that they can match that. then in the midst of the price match after my money was collected they're claiming that they're not going to do the price match anymore. I paid them the money in contemplations of they had all items in stock. Then in the process of the items being shipped. Then half of the shipment went into back order even though they said it was in stock. receive an all 4 items I didn't want anything but listen to and with the price match that's how they got to receive my money and they're going against everything that they said they were going to do. I told them all I wanted them to do is do the price match and give me that what they said they were going to give me. I waited for months for item that I have never received. I know what they trying to do is get me to pay for half of the item even though everything was price matched I tried to talk to them about it but they didn't want to hear nothing I have to say anything to me that they were going to take my money they going to do their best to do whatever they can I told him that I would see them in court on principle then they went into my account without letting you know that they were going to the account and close my account to bounce $108 I have no problem paying them I just wanted him to follow through on what they promise to do.Desired Settlement: What them to do is follow through on their price match and I have no problem paying them I just want them to follow through on What they said they were going to do .after they collected the money then they tried to change the deal after it was closed and they had my money in hand.

Business

Response:

Hello, We have reviewed Mr [redacted]'s order and have a response to his complaint. He placed an order with us on 11/20/2014 for 2 items. One of the items went to backorder status due to unavailability and soon after a price match was approved for that item and submitted on 12/13/2014. A price match cannot be applied in our system until that item ships out. Unfortunately, there was an error which closed out his payment plan and issued the amount of the pending price match to his card. This went unnoticed until February 2015. We then contacted the customer to retrieve the funds issued in error and place his payment plan back into the correct standing. During this time Mr [redacted] became uncooperative with our collections department and as a result of this, we cancelled the backordered item that the price match was due to be applied to when it shipped. We attempted to contact this customer further, but we have been unable to recollect the funds issued in error and he is now past due on his order.

Consumer

Response:

I am rejecting this response because: first of all I was the one who kept calling. I bought it to your attention what was going with the account. Your company didn't advise me of of any back order. Why can't you all be honest. I was told you had everything in stock. That is how you got my money. In the the process of everything being shipped half the order went into back order. I would have rejected the half of the order, I wanted all or nothing. How could you give a price match then say it expired then a 10% discount then say you couldn't make the match. you are sounding dishonest. I spoke to your repercentive he assured me that you guys would honor the price match and the 10%discount there was no expiration **te .Your computer is more honest than you are. I want what I order not what you want to give me . I will gladly send back what you sent me for my money back. On top of that you have me wating for three months. You should have been glad that I called instead of trying to punish me.

Business

Response:

Hi,We are sorry to hear that Mr. [redacted] did not like our response. The fact of the matter, is that we did mess up. We erroneously credited his account with $577.32, and tried to work with him to get that money back. Because the customer would not pay back the money that we accidentally refunded, we did decide to not ship out another product to him. The price match offered, was still valid, and would have been honored had the order shipped out, but the lack of cooperation in getting back the money owed, led us to decide to cancel the back ordered product. At this time, we are still owed that amount, and the customer has stopped paying on a different order, where $135 is due, with an open amount of $539.95. We will not be shipping more product to someone who is not paying for the products they currently owe us for. This is a final decision.

Review: I returned a guitar back to them in MINT CONDITION. They received it in their warehouse 2/12/14. TWO WEEKS (2/26/14) later they finally decide to tell me "Oh, there were scratches on the guitar. I DID NOT CAUSE THESE SCRATCHES and now I'm out 320 dollars because they SAY there were scratches on the guitar. How do I know the scratches weren't caused by them? Because I sure as heck didn't cause them.Desired Settlement: I would the refund for which I was promised. I did not cause any damage to the guitar. It's their word against mine and I am not the liar here.

Business

Response:

This customer did have to wait longer than normal for the return to process, which we apologize for. That is not normal, we were just extremely busy. Regarding the condition the guitar came back in, upon inspection at our warehouse, our guitar technician found that there were scratches on the guitar. We do not like applying restocking fees, but when we have to sell the product for less, because of the interaction the customer had with the product, we will apply a restocking fee. Our restocking fees are clearly outlined here:

Consumer

Response:

I am rejecting this response because:

This company is accusing me of scratching the item, which I did not do! I sent it back in mint condition and they made up a story that because they like to rip off their customers. Over 300 dollars was stolen from myself and others and I would like it back!

Regards,

Business

Response:

As mentioned in our previous correspondence, our policy regarding restocking fees is clearly listed at [redacted]. This information is listed on our site so that customers may review, and agree to, our policies prior to placing an order with us. Our warehouse has confirmed a new, undamaged guitar was shipped to the customer. We have sent photos to the customer confirming the damaged condition of the guitar when it was returned to our warehouse. Unfortunately, the guitar can no longer be sold as a new product, and must be heavily discounted in order to be resold. For the reasons stated above, we will not be waiving this restocking fee. Let us know if we can provide any further clarification.

Review: I recently ordered over $1,000 of home studio equipment from [redacted] With an order of that size, you expect proper shipping practices and customer service. Instead, the items were shipped in oversized boxes, without proper wrapping to protect it, and arrived on delivery open because the packer failed to use sufficient tape to secure the package's contents. I have contacted customer service repeatedly and, while the do respond, they do not address my key concerns. When asked for specific advice on specific products, the respondent instead tried to upsell me to a product nearly $500 outside my stated price range. When I requested a refund authorization for all products due to my concern of their quality when shipped so improperly, the next customer response ignored that request entirely.Desired Settlement: I desire an apology for my substandard customer service experiences and clarification on my return options. At this time, the items I ordered APPEAR to be okay and functional. I am willing to give this equipment a try since I already have it. However, I lack confidence in its long-term reliability because of the haphazard way it was shipped across country. I am not willing to pay over one hundred dollars for insured, return shipping if an issue arises in the near future, especially when the company itself shipped the products to me in such a disrespectful way. If no suitable assurances are available, I want authorization to return all items at the company's expense and assurances that no restocking fees will be assessed upon receipt. Based on my experiences so far, I do not trust this company to be forthright with the potential return process.

Business

Response:

Hi,We are happy to offer an Electron Return Label to this customer, for his entire order, so he does not have to pay anything to return his order. He would simply have to drop the products off at a[redacted] location, with the labels sent to his email, taped onto the box. Again, we are sorry that he has not had a good shopping experience. It is never good to hear that our warehouse did not properly, and safely, package orders that ship out. Some of the issues regarding not knowing specific aspects of the Payment Plan option that we offer, are all clearly stated on [redacted]. There are also Terms and Conditions that the customer agreed to, when placing the order, that can be found here: [redacted]We also sent an email to the customer, on August 21, 2014 at 09:43:00 Central Time, that had options for replacement products, that were within the customers price range. We typically do not offer customers the option to return orders for free, unless they are defective, but are happy to offer it in this circumstance to show that we are sorry.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

I find [redacted] response and "apology" condescending and misrepresentative of my actual customer service interactions with [redacted]. For that reason, I will concur with their decision to issue a authorization to return all merchandise at THEIR expense. Please advise on the return process. I appreciate the Revdex.com role in resolving this matter.

Regards,

Review: The toggle switch did not work properly. The tone sounded poor. The feel of the guitar was awkward. There were obvious signs of use. As instructed I requested an exchange. An exchange for a different type of guitar. Upon requesting I was led by the phone rep to return and make a separate purchase. After securing another sale they inform me that I must pay $150.00 for damages which I did not inflict upon the guitar. Again, I did not scratch this guitar. I returned it in exactly the same condition in which I received it. Also, there was no protective film on the pickguard. That is a standard with new guitars. I only pick with my fingertips. No picks, no strumming, no scratches. Also worthy of mention is the fact that I wear a terrycloth towel when I play as to protect the back from scratches. After so much caution, why then would I be careless enough to scratch a guitar that I would be forced to pay for? Despite their policy and my complaint, I believe that they sold me a used guitar, coerced me to return as opposed to exchange so that they could profit multifold. I had to pay return shipping. That was $69.04. They claim I scratched the guitar so they can recover original shipping cost. They are still left with a profit, claiming that they took a loss because after 28 years, I suddenly forgot how to handle an expensive guitar. The best part is that they get to do the same thing with the next person... and repeat. Continuing to profit. from the same guitar. Ingenious, and depraved. After all, it is my word against theirs. They did not force me to shop with them. I took a chance, and this is my reward. I had to pay $214.99 to play a used guitar that sounded as if it were waterlogged. If I had known how I would be treated, I obviously would not have ordered a second guitar from what appears to be a second rate company. If you are reading this I sincerely hope you are able to reason with this company because I have no faith, which only adds to my disposition. Thank you.Desired Settlement: FULL REFUND. Not a refund -$150.00 for being sold a used guitar. I actually believed that zzounds would outshine guitar center. So much for believing. I refuse to accept any false explanation from the persons working returns as their word is not credible. To pay this is an admission of guilt. Again, I did not scratch the guitar.

Business

Response:

Hi,

We have made our final decision, and our original assessment stands. We understand the customer being upset, and are sorry that this ordered ended with this result, but this is all policy, that is clearly stated on our website.

Consumer

Response:

I am rejecting this response because:

No effort has been made to

Rectify this situation. Good thing I have washed my hands of Zzounds. I expected such a response. Since this dispute, I have spent $2000.00 at Guitar Center, and have been satisfied. Will never consider using Zzounds again. Zzounds will only get bad ratings where I am concerned. However, thank you at the Revdex.com for attempting to reach a resolution.

Regards,

Jason Richmond

Jason Richmond

Other bands I have produced and mastered their albums have used this website before because of their installment plans and relatively decent prices. One band inparticularly had their equipment sent to my home address because of how dispersed they lived. Unbeknownst to me, one band member had an outstanding bill from this company. The only way I was involved, was merely my home address. Nothing else in their transaction. NOW, I, Me wanted to do an installment plan) with my own credit card and home address) for the VERY FIRST TIME, to purchase a Behringer XR18 Mixer and Zzounds canceled my request. Saying I was a high risk customer because of someone of else's failure to pay.... From another company similar or Musicwarhouse or Sweet Water. So not only am I being penalized for someone else's problem from some company zzounds associates with- I am being punished by not receiving a mixer I need so badly. I am a producer in Denver and I mix and master at least 2 bands a months. That's upwards to 40 musicians every 6 months and If I am not removed as a "high risk customer" from Zzpunds or Sweetwater or whatever franchised umbrella company this is --through word of mouf, I will ensure the Denver local scene will not use your services and go to your competitors.

Review: I purchased a $2099.00 Gibson electric guitar from this company and what I received was an untunable instrument. I gave the guitar a chance given the possibility that the reason it wouldn't stay in tune could have been because it was new and the strings may have needed to be broken in. So in doing so it was necessary for me to play the instrument enough to stretch the strings. After significant use it was obvious that this was just a faulty guitar and I had no other choice but to return it. After returning the instrument I was informed that because there were marks on the pick guard, (which were a result of normal use) that they were were going to withhold 10% of my refund, costing me a total of $209.00 for a pickguard that will cost no more that $10.00 to replace.

If I had returned this guitar because I didn't like it, I would understand their charging me a restocking fee, but that is not the case. It was returned because it was damaged and unplayable to begin with. I had no other choice but to return it in played condition. All of the parts were included, with the original packaging and no damage except for the signs of normal use on the pickguard.Desired Settlement: I am told that they are refunding 90% of the purchase price but since this it no fault of my own I expect 100% of my original purchase price refunded.

Business

Response:

Attached are pictures of the condition our warehouse received this guitar in. While we do not like applying restocking fee's, when we have to sell a product for less, after a return, due to the customers interaction with the product, we will apply one. Our terms are on http://www.zzounds.com/returns and this case falls within the guidelines.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The graphics that they have provided clearly attest to this company's dishonest business practices. image001 an image002 show what appears to be significant damage to the body of this guitar. If that were the case, they surely would have stated this in their original email. Instead, their message in it's entirety is as follows:

"Hello, At this time our warehouse has received your returning shipment for the Gibson 2014 Les Paul Signature Min-ETune Electric Guitar (with Case) (New, Wine Red) Serial # [redacted]. Upon receipt, it has been noted that this guitar has been received with cosmetic damage, namely scratches on the pick guard. As mentioned in our previous correspondence, we may apply a restocking fee if this item is returned to us in a damaged condition or with missing components. In turn a 10% restocking fee has been assessed and charged."

"namely scratches on the pick guard", with no mention of damage to the body what-so-ever. Providing images with exagerated damage is an obvious attempt to prove their point. The

spots on the body of this guitar are no more than dust, magnified by the lighting in the room.

image003 shows some scratches on the pickguard which could not have been caused by normal use of the instrument (which I originally suspected) because they run horizontally. Any scatches caused by playing the quitar would run vertically. These scatches were clearly caused by improper cleaning of the instument which I intentionally avoided for this very reason. I never cleaned the pickguard on this guitar and could not have caused this damage. This is clearly either a picture of a different guitar or it was scratched after it was returned, or possibly even prior to my receiving it to begin with. Even if I had caused these scratches, being a defective guitar, they should not even consider reselling this instrument to another customer. It should be returned to the manufacturer and not resold.

If this guitar could be repaired, make it ready for resale, to bring this guitar back into perfect condition, all that would be necessary would be to replace the pickguard which would cost no more

than $10.00 for the replacement pickguard and 3 minutes labor. Not $209.00.

This company's response and insistance on withholding $209.00 of my refund is an unfair practice of ensuring that they still making a profit, even when an item has been returned.

Regards,

Business

Response:

As noted in our previous correspondence, all of the information regarding our policy on restocking fees is available at http://www.zzounds.com/returns for review prior to placing your order. Any item returned to us in damaged condition is subject to a restocking fee. The images included in our last response highlight the cosmetic damage to the guitar. It is obvious that the instrument can no longer be sold as a new product, and must be substantially discounted to be resold. For the reasons stated above, we will not be waiving this restocking fee.

They are terrible. Poorest customer service I have ever, ever had. I've had things show up broken. I've had something break 1 week after the 30 return time frame and they did nothing for me. I have had to pay shipping on a return before. And then the big incident happened. I tried to order a jbl eon612. They told me the total and asked if they should process it. I said yes, so I of course assumed it was on the way. Nope. So I call back and try to order again. They give me no deals for my trouble. But at least my order is on the way, I foolishly think. Nope. They sent me a 610 instead of the 612. They were willing to take it back and try for a THIRD time but still not giving a discount! I certainly did not want to try again so even when I say I want my $ back and I will never work with them again (which is a loss, I was a big customer for not being a big business) they still didn't seem to care and still didn't want to help me. So I tell them I want my $ back and then they only send a return label for the speaker and not for the stand that goes with it. Is!

They claim that if you order before 2 your order ships that day. It's false I've been waiting for everything to com in and my still waiting! I feel they need to take off the gurantee because they filled to comply