Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ****** Saxophone on 5/1/25 from "*******************" on Reverb.com. This "business" was one of Reverb's "preferred sellers", so I bought with confidence that I was getting a quality product. Unfortunately, after receiving the product and having it inspected by a local musical instrument repair shop, it turned out that the instrument was grossly misrepresented and had lots of damage, incorrectly installed parts, and cover **** I contacted the seller "*******************" and sent them photos and an estimate, with a brief explanation of what the repair shop had found. Immediately the seller became defensive, aggressive, and accusatory. The seller claimed that I had damaged the unit myself, and that they would not be offering any warranty as it was passed 30 days, when their listing clearly said 90-day warranty. The seller told me that "if you are going to listen what our competitors say then you should have bought from them in the first place", not very professional customer service. I contacted ********************** 3 times regarding my issues and experience. The first time I contacted I received no response. The 2nd time I contacted Reverb blocked the seller from communicating with me further, though I did not request that. Reverb then disregarded all of my issues and closed the chat window. I contacted Reverb a 3rd time and was told that they would not be willing to help me as they only step in if its within 7 days of purchase. I asked them if ******************* was a licensed business/reseller, since they do not appear to be registered as an LLC in the State of ********. Reverb avoided the question and refused to answer.Ultimately my experience with both the seller and Reverb.com has been terrible. I spent money in good faith that I was receiving an "overhauled" Sax, when in reality I was sent the equivalent of a used car dealer cover up special, full of shoddy work and poor-quality parts, along with rude and unprofessional customer service.

• Initial Complaint

  Date:07/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received item older than described, and with noise issues.

  

  Business Response

  Date: 07/29/2025

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Issue has been resolved.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a guitar cabinet. .reverb gave seller shipping label . *** lost the cabinet. .1 month later reverb emailed me on Friday 28th we have your cabinet.I want it and give ****** contact info for invoice. No word back all Friday .nothing Saturday ,Sunday or Monday and I contacted there chat support And emailed many times .they just say our team will reach out. Tuesday will be 5 days since this contact started . I want my cabinet i searched long and hard to find one. .why cant they respond ? Where is my invoice. No heads up no communication?

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reverb Rating Coercion.I purchased an Item from a seller and I did not have that great of an experience and when I attempted to leave feedback, Reverb would not let me leave feedback below 4 stars and a message came up wanting me to contact the seller (When I had already contacted them, which is why I did not have a great experience). This feels deceptive and is concerning as we as consumers rely on honest feedback to make judgements on whether or not to purchase from a seller. Especially if there is chance we cannot return an item. Everyone needs to know this is happening.

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ****** DSP5d on Reverb , from a seller Unit arrived damage. And unusable I filed a complaint with reverb Was told I would receive a full refund to my original source of funding , when unit was received back by original seller was also told Reverb would send me a shipping tag And I would hear back within 2 days , that was 8 days ago I have heard nothing

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 16, 2025, I made a purchase for what was listed as an EXCELLENT CONDITION OBerheim DMX drum Machine and paid $2,401.91 for Order #: ********. I do believe this was a fraud attempt by the seller to collect a shipping damage claim from ***. Simply because the order stated full refund within 7 days if not arrived in described condition.. I filmed (time date stamped) a video 5 minutes after *** delivery which clearly showed a 100% non functional DOA drum machine.. I forwarded this to reverb immediately and instead of conversation, was abruptly cut off of text chat (only form of communication) TWO TIMES and not until later did I receive an email that "DUE TO THE NATURE the transaction is BEING INVESTIGATED" and you will be notified.. Well I'm sorry that is unacceptable and not a refund as the listing stated. If Reverb wants to investigate fine and great, but not while I'm sitting on a 2.4k brick and paying interest on my credit card. They should put an immediate pause on payment and the transaction when a DOA shipment is reported. At any rate, when the seller and Reverb refused to offer me credit while they investigated I called my bank and requested a stop payment and fraud dispute. Shameful experience.

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23509999
  
  I am rejecting this response because:

  The business has been unresponsive and uncommitted to any requests or promises.   In fact it is now the 3rd day since they've received the *** Oberheim DMX.   They still have not issued a credit despite the written statement that i would receive credit within 24 hours after a week of limbo.   Which is why i had to call credit company and file a freeze on payment and file this dispute as well as consumer affairs.     

  Please see attached email response (which is dated) and *** tracking return.  

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/11/2025

  Thank you for your message. According to our records, our team was able to assist with a return and a refund. If you need anything else, please let us know.

   

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23509999
  
  I am rejecting this response because:

   

  This is an abysmal, UNACCEPTABLE experience.   REVERB has failed to provide stated policy customer service.   They disconnected me 2 times and ignored my requests for immediate freeze after i recieved a DOA transaction.    They did not offer a return in a timely manner, they did not resolve the issue and they did not freeze the transaction!   I had to go to my bank and put a dispute and freeze  the charge.  

  I wish for this to remain a public complaint.     this was a 2.4k transaction, they took zero responsibility to handle it appropriately and within POSTED timeline.  No one should deal with this company..   

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Type: Problem with a Product or *************** Name: Reverb.com, LLC Location: *******, ** Complaint: I sold an item on Reverb.com and the buyer agreed to pay a $25 restocking fee as part of a partial refund. The refund was processed successfully, but I never received the $25 that Reverb was supposed to credit to me. It has now been over 9 business days since the transaction, and Reverb support has been unable to provide a resolution. I have contacted their support team multiple times. Each time I am told to "keep waiting" or I receive vague, unrelated credits (such as $3.33 in statement credit), which do not address the missing $25. I have asked for escalation or clarification with no concrete answers. I am seeking immediate resolution in the form of either the $25 being credited to my account or an explanation with proof that it has already been paid out.Desired Outcome: I want the $25 restocking fee that I am owed to be credited to my account or paid out directly. I also want a clear explanation of why this delay occurred and assurance that this will not happen again.

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and item from the company via a seller listing on May 26 2025. I returned the item on June 04 2025 to avoid any oayments or penalties. A partial refund was issued and the seller is trying to scam me out of monies, stating the item shipping was $237.35 however, the item was listed with a shipping cost of $90. I contacted Reverb customer service several times ( currently on a 13 day wait) trying to receive the remaining refund. However reverb refuses to resolve this matter and has tried to give me a credit to purchase again via their company instead of refunding me to the original payment method used which was through affirm, despite me letting them know that I do not want a credit but to issue me the remaining refund.

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

  Customer Answer

  Date: 07/03/2025

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

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order with reverb and it's comming from ********** to ******** ***** the shipping was for ***** but the shipper sent it ti ****** port and then here ( ******** ) and it should have come right here so the shipping is wrong and they do not want to compewnsate me for the shipping

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an open support ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jun 3 2025 resolution agent ***** G reneged on her promise to resend a return shipping label for an equipment return due to damages, then canceled my ability to return the damaged equipment. All within 7 days. Not business days.I received the first return label on Wed 5/28. After promising to resend a label on Sat 5/31, the resolution agent told me on Mon 6/2 @ 7:22am that I needed to use the original label (there was no statement that time expired, only a request to send that day.) At 6:28am on Tue 6/3 I was told too much time has passed (two weeks) and the return would be canceled, or I could agree to take a partial refund payment. Apart from being strongarmed into accepting a partial refund, instead of being able to return the damaged item which was insured by the seller, when I asked for a supervisors contact I was told that would not happen per Reverb's policies and procedures.Every time I asked for documentation of any statements made by Reverb, I was ignored. Reverb made demands that I had to respond or take action within 48 hours while they reserve 7 days to respond or take action. Along with being strongarmed into taking a payoff I didn't want, being denied communication with supervisors, and unrealistic compliance durations that included weekends, there appears to be no oversite as my repeated attempts to file a complaint ended up with communication being halted by Reverb's other resolution agents. There is no number to call and when being connected with a resolution agent I'm disconnected when they read that I'm seeking information on how to contact a supervisor. After ***** G closed the support request I responded to the email following the instructions shown here. This is from the Reverb email: "Please note: Your support request has been marked as closed by a Reverb Support agent. You may re-open the request by replying to this email within 7 days. After that time period, you will be required to create a new support request with our team."

  

  Business Response

  Date: 07/02/2025

  Thank you for letting us know. We've passed this feedback along to our support team. If further assistance is needed, please contact us through our support channels on Reverb.com. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23434428
  
  I am rejecting this response because:

  This complaint was not for "letting us know."  By stating they have "passed this feedback along to our support team," Reverb has provided a glib answer showing a lack of sincerity.  I asked for an explanation why Reverb has no accountability regarding support representatives only to be told to seek further assistance through their support channels.  When I originally tried to seek support through Reverb's support channels, I was repeatedly hung up on, disconnected from the chat.  (The Chat is the only avenue to start a support ticket.)

  I reject the response because there is no answer provided regarding the lying, strongarming, or lack of accountability I complained about.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/11/2025

  Hi there,

   

  Thank you for your message. According to our team, we were able to issue a partial refund for you to keep the order. We appreciate your time and hope you have a good day.

   

   

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23434428
  
  I am rejecting this response because:

  My complaint revolved around Reverb strongarming me into take a partial refund when they reneged on allowing me to return damaged product.  By stating they "were able to issue a partial refund" for me to "keep the order" once again demonstrates a glib response mocking my original complaint.  

  I reject the response because there is no answer provided regarding the lying, strongarming, or lack of accountability I requested for resolution.  

  This is the second time Reverb has shown a lack of sincerity for this process.

  Sincerely,
  
  ***** *****