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:11/28/2023

  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.

  Reverb would not respond to me when i had a damaged order that was shipped by a seller. Once they responded they told me they would allow the seller 48 hours to respond, once that passed they said another 48 hours. This happened 2 more times. I was treated as if i was the problem. i requested to speak to a manager 6 different times and i was completely ignored. I am still waiting to be contacted, i dont want any money or anything. I just need to tell a manager the issue i had and that their employees are trying to hide how poorly they treat their customers The only reason i got my money back on the damaged item is because a filed a fraud charge with my bank. I will never use them again.Support Request #*******

  

  Business Response

  Date: 11/29/2023

  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:11/27/2023

  Type:Billing 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.

  11/16/2023 $1038.97 fees Bump Fees charge of $365 never requested, should never have been charged for sale of ****************************** Channels x 2

  

  Business Response

  Date: 11/29/2023

  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: 11/29/2023

   
  Complaint: 20922953
  
  I am rejecting this response because:
  Asking me to contact their customer support again. After trying that for two weeks is just not good enough! This company and their customer support has failed me and worse still, scammed me and are  doing their best to give me the run around
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/13/2023

  I was able to review the complaint and do see that multiple credits were applied to your account for taxes and additional feels. Please respond to our support team if require further assistance with your account. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20922953
  
  I am rejecting this response because:
  Although I got refunded the Bump fees, I had to chase you to get the taxes refunded etc. This took almodt A month out of my life to get sorted. A month of constant letter writing and being ignored. I should be compensated for this abuse of my precious time. You need to make amends and show that this modus operandi is disrespectful and abusive. I would like to hear from the *** or at least a senior executive of the company, to get his/her response.

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

• Initial Complaint

  Date:11/27/2023

  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.

  On 11/7/23, I sold an instrument on Reverb.com. The instrument was shipped to the buyer, and my account information was updated on my profile. As I was reviewing my transactions on my dashboard, I noticed that Reverb had already released the funds to an account no longer in use before the shipment was delivered and signed by the recipient. Reverb security policy is 1-2 days after the item is delivered and signed by the buyer. This didn't occur and the funds were released to the wrong banking account before the buyer even received the item.I contacted Reverb support and told the transfer was sent before the package was delivered, and to the wrong account. ********************** customer service said it would be **** days before the transfer would bounce back, and my payout would be transferred to the correct account. After 10 days I contacted customer service again concerning my payout. I was told they didn't see any cancellation of the transfer. I called ******************* and ask them to review any transfers to an old account. The service rep said the only activity was for the same amount I sold the instrument, and the transfer was cancelled on 11/9/23. Two days after the transfer was initiated to the wrong bank account by **********************. I contacted Reverb ** and told them the transfer was cancelled weeks ago, and asked why they are not able to see the cancellation two weeks after the sale. Again, the Reverb ** rep said they were unable to see it, Then the Reverb ** rep requested a Voided check with my banking account information and 1-2 days to review. I contacted them after two days and requested an update. Again, I got the same excuse from Reverb (I don't see the cancellation.) The reverb ** rep closed the chat after I had said that I was in contact with the bank and provided the phone number to the bank for verification. Again, I contacted customer service, and was told again that they don't see the cancellation. I said that the bank cancelled this transaction on the 11/9/23. The ** rep said they can see the voided check I snapshotted during the chat, but still were unable to locate the cancelled transfer. Today, I contact the customer support and they said you already have a ticket and closed the chat. Three weeks for a cancelled bank transfer closed two days after the transaction was sent. I have not received the payout for my sale or any human contact concerning this. I would like the money owed to be sent to the CORRECT account on my profile immediately.

  

  Business Response

  Date: 11/29/2023

  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: 11/30/2023

   
  Complaint: 20921993
  
  I am rejecting this response because: I have heard from half a dozen Reverb CS agents for the better part of a month 1-2 days... It is not my obligation to wait almost a month for a cancelled wire transfer because Reverb can't find it in their system. I'm not waiting and being charged service fees for the lack of core competencies, or ethical business practices. 

  The financial institution Reverb sent the transfer too was cancelled on 11/9/23. As mentioned in the initial filing with BBB, I have provided Reverb all information including: a snapshot of my banking information, a contact number to the bank to verify the account no longer exists and the transaction was cancelled two days after the item shipped. Reverb couldn't find the voided check they requested the day before. I'm starting to wonder if Reverb is a legitimate business whatsoever. My recent experience with Reverb says otherwise.  It is not my obligation to wait on a payment after an item was sold and delivered. I don't have my product, or the funds owed from this transaction. It is not money owed to Reverb, and there is no reason they are withholding my earnings.  

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

  

  Business Response

  Date: 12/13/2023

  I am not able to discuss. your payout details via the Better Business Bureau. Our team has contacted you with directions on how to recieve payment for this order. Please check those emails for next steps for resolving this matter. 

• Initial Complaint

  Date:11/16/2023

  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.

  I saw a pop up ad from Reverb.com advertising a nice Hitachis Amplifier. The price was good so I purchased it through Pay Pal using the Reverb ad. After that I could not have any communication with Reverb but it arrived a week later November 16th. The unit was packed well so it was not a shipping issue I see on the *** tag the seller is Yellow Choo a number under that name on *** tag is ************ The seller said the weight of the package is 1 pound so it looks like *** was not paid the 49 dollars I sent him for shipping. The unit is in Horrendous condition not worth the box it was packed in All the screws are missing that hold it together , the front panel is twiste , its full of scratches and its filthy. Reverb only has a website that takes you incircles and i m told my order dont exist on thier chat line. I tried to subscribe to thier site and still no help The Purchase info is done with Pay PalInvoice Id is ************************** Transaction ID ***************** . I really been scamed by both the seller and Reverb . I want all my money back this piece of junk isnt worth shipping money to send back the seller should pay me for shipping it back . It belongs in the garbage. PLEASE HELP

  

  Business Response

  Date: 11/17/2023

  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: 11/18/2023

   
  Complaint: 20883011
  
  I am rejecting this response because: There is no way of obtaining a support ticket from Reverb They ask me for the invoice number from thier site . After the pay pal purchase which was paid to them there was no more communication from reverb. Reverbs website takes you in circles with their bots on automated  chat rooms. There is no human to help me. I feel like im not only being scammed buy one of thier sellers but from reverb itself..

  This unit had all the case screws missing the chasis twisted cut wires inside and filthy. The seller knew exactly what he was doing.  I want Reverb to reverse the payment made to Pay Pal to refund me. Authorities should

  look into how Reverb is doing its business and they should be ashamed of themselves  on how they handle these situations. They make the ability to purchase from outside like with a link to pay pal but dont give you an actual receipt from them  then when you want to return it they ask you for a receipt from them. This loophole is to avoid returns. There has to be a Federal law against this practice. I wonder how many others were scammed this way.

  The only recept I have is the one from Pay Pal with the service ID which *********************** Chat bots dont accept. I really need the BBB to help me in this situation. There should also be a public notice on this company's practices. they are just as bad as the person selling off their site.

   

   

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

  

  Business Response

  Date: 11/22/2023

  I have no purchase history for this information. If you made the purchase with a different emai, can you let me know what that is?
  
  Do you have an order number that was sent upon completion of this purchase?

  Customer Answer

  Date: 11/23/2023

   
  Complaint: 20883011
  
  I am rejecting this response because: This business has given me the run around sinceI complained . They definetly know of the sale and I supplied the Pay PAl payment . They have been telling me they were working with the seller.

  These people are as bad as the seller with the tactics they play.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/16/2023

  Type:Billing 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, after a private sale on their site, decides to hold my payment, and then changes the payment rules during the exchange. They then deleted the sale from two years ago from my account to make it look like I was a new customer. This is completely unacceptable and borderline fraudulent.Chat transcript is attached.

  

  Business Response

  Date: 11/17/2023

  Hey ***, We were not able to find a Reverb account with the information provided. Thank you for contacting us through the BBB. We apologize for the inconvenience and appreciate your patience. If you have an ************ ticket with our team, please follow up there so we can best assist you moving forward.

• Initial Complaint

  Date:11/16/2023

  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.

  10/28/2023 - Sold musical equipment on Reverb.com. This is for order# ******** 11/3/2023 - buyer received item.11/3 and on, sent many emails & talked via chat to get the amount of $481.74 Reverb.com owes me for the sale of musical item.11/9/2023, I added my payment information (bank details via Reverb.com using their service called Plaid). 11/9 & 11/11/2023 my bank received $01 from Reverb but my bank information not showing ** in my payment details on Reverb.com.11/16/2023 - still haven't received $481.74 in my bank.11/16/2023 - still waiting for response to my billionth email that I sent on 11/15/2023 demanding my payment.

  

  Business Response

  Date: 11/17/2023

  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:11/11/2023

  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.

  I sold some musical gear on reverb.com October 31, 2023 for the amount of $450 with $45 of shipping through **** and I was told by this company once I send the tracking number the money would be in my bank account within 2 to 3 business days. Its going on two weeks now I havent received anything, I cant get no reply from anyone with the company about my payment.

  

  Business Response

  Date: 11/13/2023

  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: 11/13/2023

   
  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:11/10/2023

  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.

  I had purchased an item on Reverb which has arrived damaged in shipment due to improper packing. When I reached out to the seller, they filed a damaged in shipment claim through Reverb for the requested $100. Reverb has consistently claimed that they have reached out to me regarding the refund, however, I have no record of contact. Eventually, Reverb cancelled the refund request, stating that I was unresponsive. Any attempts to contact them regarding this have been met with no assistance and regularly disconnected, with the customer service rep simply stating that it had been referred to the internal team to handle. There is no method of reaching this team and any phone calls are met with a voicemail response saying that it is outside of business hours, regardless of the time. There is also no way to leave a voicemail. Any emails sent are rejected, stating that the matter is resolved and they can't receive emails on a resolved matter. It has become clear that Reverb does not intend to honor their refund policy and does not have any interest in protecting their consumers.

  

  Business Response

  Date: 11/13/2023

  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:11/09/2023

  Type:Billing 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.

  10/13/2023: Reverb confirmed proceeds from a sale I made as a seller on their website: Reverb.com was due me and would be deposited in my **** account in 2 days. sale proceeds confirmed by them is $468.83 from a sale made for a guitar listed on their site. Repeated attempts to receive sale proceeds have been ignored by Reverb. When attempting to resolve vis the only access posted is via their website and is automated to refer one to a FAQ library. No human involvement has been accessible to resolve my dispute which is that they remit via their **** deposit process which I have complied with via their surrogate ******* **** deposit company which provides no direct contact support, only a deposit to test recipient **** account with a test deposit of $0.01 which my **** account confirmed on deposit: Oct 16, 2023 (#QQR Reverb ACCTVERIFY .$0.01) requests to Reverb have been ignored as of 11/09/2023/

  

  Business Response

  Date: 11/13/2023

  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: 11/14/2023

   
  Complaint: 20849762
  
  I am rejecting this response because: I have not received the amount I am owed. I received an email from Reverb asking me to provide bank account information for deposit. I provided (11/13/23) but no deposit has appeared in my bank account. as of 11/14/23.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/17/2023

  Thank you for this update. These deposists can take 3-5 business days because they are done via ACH. Please continue to work with out support team and we'll make sure you receive payment for your completed sale on the Reverb. 

• Initial Complaint

  Date:11/03/2023

  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 have sold two instruments on Reverb and have not received payment for them. The problem is that there is no customer service available that can address my concerns. The only avenue that is available is via "Chat" that service does not have the ability to answer my questions or concerns. I don't know if it is automated, or the people attending it are unable to communicate effectively in English.There are no phone numbers for customer service, only an automated line telling you to go to the web site. This is extremely frustrating and concerning.Every time I have tried to get resolution, I get the same response "we're monitoring the situation". I have been patient up to this point, but it appears now that the only recourse I have is to file a complaint against the company or possibly seek legal advice.

  

  Business Response

  Date: 11/08/2023

  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.