BBB Logo

Better Business Bureau ®
Start With Trust®
Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of X8 Drums & Percussion Inc?

If yes, click here to login.

Are you...?

BBB Accreditation

A BBB Accredited Business since

BBB has determined that X8 Drums & Percussion Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for X8 Drums & Percussion Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on X8 Drums & Percussion Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: November 11, 2013 Business started: 01/01/2007 in TX Business started locally: 01/01/2007 Business incorporated: 01/10/2012 in TX
Type of Entity

Corporation

Business Management
Mr. Mark Stancato, President Ms. Kristen Stancato, Vice President
Contact Information
Principal: Mr. Mark Stancato, President
Business Category

Musical Instruments - Repair Musical Instruments - Dealers


Additional Locations

  • 103 Uhland Rd

    San Marcos, TX 78666 (800) 771-9645

  • 11027 Pencewood Ct

    Austin, TX 78750

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

12/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a bongo cajon drum from this company. **** assured me it was of highest quality so I spent the extra 30 bucks plus 12 shipping for the drum he suggested. I received it and it was glued together poorly on the inside, glue was dripping down the sides, and there were two grommet holes in the side that had been forced through and it had splintered the wood. I returned it and paid another 12 dollars for FED EX shipping. I originally payed 94.90 total (minus 12 dollars in shipping). They returned 73.80 to me since they said it was aesthetic damage which didn't qualify for a full refund. The issue is this was not aesthetic damage but a build quality issue which is physical damage. The poor glue job would cause the drum to fall apart and the grommets would cause a split in the wood both of these are build damage. If it was just a scratch on the drum that would be a blemish/aesthetic damage but this damage was integral to the structure of the drum. I saw other complaints about this company on the internet after this was over.

Desired Settlement: I'd like my full 94.90 refunded plus the additional 12 dollars that I had to pay to ship it back. They gave me 73.80 so I just want the remaining difference back.

Business Response:

November 19, 2013

Re: Better Business Complaint *******

Dear Sirs:

Thank you for notifying us of the complaint filed by ****** *******. X8 Drums appreciates the opportunity to respond to the claim filed against us.

We did recommend a particular item to Mr. *******, and he notified us when it arrived that he was unhappy with the fit and finish. He let us know that he did not want a replacement, but rather to return it for a refund. In the case of a customer requesting a replacement, our usual policy is to send the replacement along with a return label for the original item. If a customer chooses to return an item for a refund, as Mr. ******* did, they are subject to our official return policy, stated below.

Return Policy:

By purchasing from X8 Drums you agree to the following terms:

There is no restock fee for authorized exchanges. All other returns are subject to a 10% restock fee.

Purchases made from this website - as well as any orders made via phone - are granted a thirty (30) day approval period from the date that the item ships. For orders that have multiple shipping dates due to product availability, the approval period is per item, not per order. Exceptions: We cannot accept returns for printed or recorded material, didgeridoos*, replacement drum heads**, Build Your Own Cajon or Bongo kits and blemished drums.

If you decide not to keep the merchandise, you may ship it back to our warehouse, in the original carton with all accompanying packaging and paperwork. When we receive the item in its original condition, we will refund the amount of the purchase, less shipping costs and a 10% re-stocking fee. The customer is responsible for return shipping costs. If you have an item that you would like to return, please inform us using this form. We will then contact you with return instructions.

X8 Drums allows one exchange per order. Authorized exchanges are for a similar, same cost item. Authorized exchanges that later result in a return request will resort back to the date of purchase on original item in determining thirty-day calculation.


*Kindly note there are no returns on didgeridoo. Playing a didgeridoo requires the player to press their mouth against the instrument's opening and rolling their lips to produce the desired sound. Due to the nature of playing the didgeridoo we do not allow returns. Shipping damage does not apply.

**Returns will not be accepted for replacement drum heads. Please double-check with the manufacturer of your instrument to ensure that you are purchasing the correct head for your drum.

All backorder and special order items are subject to a 10% re-stock fee if you decide, for whatever reason, not to follow through with the purchase when the merchandise becomes available for shipment. No exceptions.

Please retain the shipping carton and all original packing materials. X8 Drums reserves the right to charge a 20% restocking fee if items are not returned in their original packaging.

Mr. ******* did pay shipping for his order, so the only return fee he was subject to was the 10% restock fee, noted in the above policy. If he had requested a replacement, we would have been happy to send

one at no cost. He chose instead to return the item for a refund, and thus became subject to our return policy, not because we "said it was aesthetic damage which didn't qualify for a full refund," as he states in his complaint, but because he chose a refund over a replacement item. For the record, we did not state that he would receive a partial refund for the reason he cites.

We appreciate the chance to express our response to the complaint filed by Mr. *******. Feel free to contact us at ************ with any further questions.

Sincerely,

******* *********
Operations Manager
X8 Drums