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:02/06/2025

  Type:Delivery 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.

  We ordered a guitar for our daughter for Christmas from Loog Guitars on 12/13/24 for a total price of $252.15. This was a part of their guaranteed delivery by Christmas offer on their ********** was quickly apparent that this guarantee was not going to happen. We tried to get in contact with the company, and their customer service was almost non-existent - and tracking information showed our order was somewhere in ************ throughout the lead-up to Christmas and ******** did not arrive by Christmas, as was the guaranteed offer we ordered as a result of.On 12/27, we initiated a dispute with our credit card company over the charge, assuming the product would never arrive. On 12/28, the product arrived, and we immediately withdrew our dispute. On 1/9/25, after not getting much customer service contact, I received a message that apologized for our service and offered a 40% discount as resolution. This hasn't been provided at this time, and isn't something really expected at this point.Our issue is the original "Christmas delivery guarantee" - and that not being fulfilled. It seems, at least through social media posts, we weren't the only ones who were duped by this marketing effort, but it is something we'd like to prevent happening in the ********* was very disappointing as parents to be taken advantage of, and then not have customer service to get any resolution or information from throughout the whole process.

  Business Response

  Date: 02/09/2025

  Dear Customer,

  
  We deeply regret the inconvenience caused by the delay in delivering your order. This delay was due to the high volume of orders we received during the holiday season, which impacted our usual delivery times.
  We are pleased to know that your order was ultimately delivered. However, we understand your frustration with the process. As I mentioned in our previous conversation, the initiation of a chargeback prior to the delivery of the product has resulted in the handling of this matter being transferred to your financial institution, which has frozen the corresponding funds while the case is being resolved.
  We have provided all the necessary documentation to the bank to facilitate the resolution of this issue. We are available to continue working with you and your bank to resolve this dispute as quickly as possible.
  We appreciate your patience and understanding throughout this process and are at your disposal for any further queries you may have. Should you have any questions, please do not hesitate to contact our customer service team.

  
  Sincerely,

  ******

  
  

• Initial Complaint

  Date:01/15/2025

  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.

  I ordered the Loog mini guitar for my son for the holidays from ******. According to the description it comes with "lessons and an app". I was never sent the code to access the app. My husband and I reached out to the company over email, What's App, and any possible way we could attempt to communicate with them.They said they sent the code to my email which I sent multiple times but they never sent the code.

  Business Response

  Date: 01/27/2025

  Dear customer,

  On January 14th, our ****************************** proceeded to forward your email to a colleague so that they can send an activation email to ****************** Additionally, if you purchased the subscription as a gift, you have the option to forward the activation email with the relevant instructions so that the recipient can activate it. I kindly ask you to check your inbox. If you require further assistance, please do not hesitate to contact us at *********************************

  I am at your disposal to assist you. Sorry for any inconvenience this may have caused.

  
  Best regards,
  ******
  Loog Guitars

• Initial Complaint

  Date:01/06/2025

  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.

  This company is a scam.I tried to buy a Christmas present for my son, a small guitar. They took my money and said they shipped it. Conveniently for them it never showed up. Tried to contact via email and WhatsApp no response. They dont even have a phone number to contact. I seriously hope these scam artists are brought to justice.

  Business Response

  Date: 01/08/2025

  Hello 
  
  We sincerely apologize for the inconvenience and understand your frustration. Unfortunately, the shipment experienced a delay but is currently in transit.
  We also noticed that a chargeback has been initiated. Since the order is already in transit, we are unable to stop the delivery, so it will arrive at your address. If you wish, you may proceed with returning the item once it arrives, and we will process the refund as soon as possible.

  
  Please feel free to review our return/refund policies at the following link.
  **********************************************
  If you need assistance, you can contact us at our email address ******************************** with your order number and how you would like to proceed.
  
  Thank you for your understanding, and please feel free to reach out if you have further questions or need assistance with the return process.
  
  Franco
  Loog Guitars

  
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair 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 bought a guitar as a Christmas gift from Loog Guitars LLC. The item arrived damaged/missing a critical piece rendering it unplayable. I have tried to contact the company for a replacement or just the missing piece, but they are non responsive. I have sent emails, called the number on the site, chatted with their chatbot, and even tried WhatsApp. Still radio silence from the company.

  Customer Answer

  Date: 01/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2025

  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 placed an order with loog on December 13th. One of the main reasons I proceeded was because of the promise provided by the company. They promoted and promised delivery by Christmas. It was displayed all over their website. Place order now to receive by Christmas. Thats completely out of order given the fact that statement and promise was absolutely false. This was a Christmas gift for a child. It is just horrible to do such a thing to a consumer. I work in the industry and this is despicable. It is one of the biggest holidays of the year. For a company to make promises you cannot keep is remarkably unsettling. I was promised and persuaded to make a purchase by this company. I feel as though I was taken advantage of as well as my family.

  Business Response

  Date: 01/08/2025

  Hi ******! 
  Thank you for contacting us, and we sincerely apologize for the delayed response. We deeply regret that your package was delayed and understand how important it was for you. Your order was delivered on December 27th, with the tracking number ******************. You can track it here: *** Tracking
  As compensation, we have processed a 40% refund for the items you purchased. Please allow 5 to ************************************************** your original payment method.
  
  Thank you very much for giving us the opportunity to correct this. We are truly grateful that you have chosen to continue your journey with Loog Guitars.
  
  Warm regards,
  ******
  Loog Guitars
  

• Initial Complaint

  Date:12/26/2024

  Type:Delivery 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.

  To start, I purchased the guitar on December 15 2024. If I did not see the guarantee on shipping, I would not have made the purchase. Legally stating, Guarantees are essentially a type of contract, meaning they are enforceable under the law. I have pictures of the guarantee by Christmas email sent this past Tuesday, days after I made my purchase. I was supposed to receive my order on December 19. It never came. I contacted the shipping company and they never received the parcel. This created quite the headache. I spent so much time on this! I have tried contacting loog in different ways and have received nothing in response for days! The lack of any customer service makes the product seem cheap and like a scam. It seems there arent any real people working to answer and help only an ************ for product questions. I will not accept that my order was simply lost. This will ruin Christmas for my daughter. You did not honor your guarantee, your company lacks all levels of customer service and you have caused my family pain and suffering. I dont just want a refund. I want this to be handled immediately.

  Business Response

  Date: 01/08/2025

  Dear *****, 

  
  I sincerely apologize for the inconvenience and distress this situation has caused you and your family. I understand the importance of timely delivery, especially during the holiday season.
  I would like to clarify that according to our records with ***, your order was delivered on Thursday, December 19th. The tracking number for your order is ******************. I encourage you to check this information in your *** tracking details. ****************************************************************************************************************.

  Regarding returns, we aim to support our customers through a straightforward process.

  To initiate a return, please follow these simple steps:
  Access the *************************** System: Click on the following link to access our self-help return portal: *******************************************
  Generate the Return Label: Once in the portal, you'll find easy-to-follow steps to generate and initiate the return or exchange process. It's just a few clicks away, and you'll be all set!
  Use the Provided Shipping Label: To ensure efficient return tracking, we must use the shipping label we provide. Attach it securely to the package before sending it back to us, and your request will be processed once the items are returned to our warehouse.
  You can find detailed information about our return policies on our website at : **********************************************
  If you feel more comfortable, you can contact one of our agents who will be able to guide you through the process. Please send us an email at ******************************** with your order number and how you would like to proceed.

  
  Again, I am truly sorry for any confusion and the issues that have arisen. We value your satisfaction and are here to assist you in resolving this matter promptly.

  
  Warm regards,
  ******
  Loog Guitars

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their website only featured an AI bot to answer basic questions about products and making a purchase. There were no website options for resolving purchase or delivery issues. We also did not receive any helpful responses through the ******** account they provided. 
  
  Their distributor, Veho, listed the shipment as package not received until the day we received it. 
  
  We hope Loog Guitars will improve their ability to communicate with their customers to manage basic expectations, especially when they make important guarantees to their customers. 
  
  Best Regards,
  ****** and ********* *****

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

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi BBB Complaint Services,
  
  Good morning. I hope this email finds you well. My name is ****** *****. I am writing regarding a complaint my wife, ********* *****, submitted regarding an issue we had with Loog Guitars. They failed to deliver our order before Christmas Day as their website guaranteed. This was supposed to be our 9 years old daughter's primary gift from Santa this year. The package did not arrive until the day after Christmas (12/26/2024). Obviously, this was a major let down for our family as customers. We would not have purchased the guitar if there was not a guarantee that it would arrive within this timeframe. We have numerous images of our attempts to contact Loog Guitars' customer service, but we received no help nor meaningful responses from them. 
  
  Their website only featured an AI bot to answer basic questions about products and making a purchase. There were no website options for resolving purchase or delivery issues. We also did not receive any helpful responses through the ******** account they provided. 
  
  Their distributor, Veho, listed the shipment as package not received until the day we received it. 
  
  We hope Loog Guitars will improve their ability to communicate with their customers to manage basic expectations, especially when they make important guarantees to their customers. 
  
  Best Regards,
  ****** and ********* *****

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

  Business Response

  Date: 02/03/2025

  Dear Customer,

  
  We deeply regret any inconvenience you have experienced and fully understand your frustration.

  According to *** records, your order was delivered on December 19,  **************************************************************************************************************** / tracking number ******************* 

  We have been unable to locate any previous communication with our customer service team associated with your order number or email account.
  To help resolve your case more promptly and efficiently, we kindly ask that you contact our customer service directly. Please send an email to ******************************** and include your order number so that we can assist you further.

  
  We look forward to your message and hope to resolve this matter as quickly as possible.
  Sincerely,
  The Loog Guitars Team

  ******

• Initial Complaint

  Date:12/10/2024

  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.

  11/29/2024 We purchased a Gig Bag item number ****** from them. They sent the wrong case. All we wanted was to exchange the item for the product we ordered. We must have texted them over a half dozen times. To receive what I am assuming have been AI replies. I tried calling at least three times only to receive an answering machine. It wouldnt be a big deal but we already bought the guitar from them for my 4 year old granddaughter and we wanted the matching bag. When I did go to get a return label the sight told me I already returned the item.

  Business Response

  Date: 12/13/2024

  Dear ******, 

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience caused by the mix-up with your Gig Bag order and the challenges in communication you've faced.
  I'm glad to inform you that after several correspondences, one of our agents was able to send you the return label. We appreciate your patience and understanding through this process.
  I see that you placed a new order for the correct Gig Bag on December 12, 2024. We have taken extra measures to ensure that the correct item is dispatched this time. Your order is being processed, and we aim to have it delivered to you as promptly as possible.

  
  We hope the new Gig Bag will meet your expectations and be a wonderful gift for your granddaughter. Wishing you and your family a joyful and peaceful Christmas.
  Thank you for your patience and for giving us the opportunity to make this right.
  Warm regards,
  ******
  Customer Service Team
  **********************

• Initial Complaint

  Date:09/16/2024

  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.

  We purchased a Fender Stratocaster loog guitar for my 9 year old son. Manifactured in 2023, batch # ****. SN ********** The port to plug in the guitar is faulty. We have all original packaging and are requesting an exchange. Company is not honoring their 1 year warranty

  Business Response

  Date: 09/19/2024

  Hi ! 

  This is ****** from Loogg. 

  We have carefully reviewed your case again and fully understand your situation. As part of our commitment to your satisfaction, we would like to offer you two options to resolve the issue: A new guitar as a replacement or a $100 coupon to use on any product in our online store.

  In order to proceed with either option, it is necessary that the complaint be closed through the Better Business Bureau (BBB) and that you continue directly with our customer service representative, who will handle the resolution you choose.
  Please let us know which option you prefer, and we will move forward right away. We appreciate your patience and sincerely apologize for any inconvenience this has caused.
  Should you have any further questions, feel free to reach out.
  
  Regards, 
  ******
  Loog Guitars

• Initial Complaint

  Date:06/26/2024

  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.

  We purchased Loog guitar for our grandson. The amp in guitar worked for a day. We returned after changing out batteries several times. The replacement worked for less than a day. We returned that one. The new one now worked once! The customer service is so difficult to work with. We live in ******* and are sending this guitar as a present and each time it never works right from the get go. I want out money back asap!

  Business Response

  Date: 07/22/2024

  The BBB complaints go to our support email. For some reason a rule marked the emails about this issue as spam and auto closed them. Only today when an email was sent to our COO we realized of the issue. We have called the customer and will make sure to refund the order if that has not yet been done. 

• Initial Complaint

  Date:01/02/2024

  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 guitar from Loog based on internet reviews stating that they included an internal battery-driven amp. When my kids opened it Christmas morning, there was no internal amp. I emailed the company thinking it was a manufacturing issue, but they said they removed the internal amp 10/2022. Nowhere on the website does it say there will not be an internal amp anymore. This is shady business practice to allow misleading advertising to make people purchase a product for Christmas that no longer does what the marketing claims. Id like to return the product, but they say Im outside the return window. The return window said until 12/31, but shows unavailable today (12/31which is inside the return window)

  Business Response

  Date: 01/11/2024

  Dear customer,

  We extend our sincere apologies for any inconvenience you may have encountered.

  The guitar you recently purchased, unfortunately, does not include an integrated amp. This decision was part of a strategic initiative to address challenges in our supply chain. The removal of the integrated amp feature from our larger guitars was implemented to streamline production and mitigate potential issues, a change that became effective following our clearance sale in October. Please be advised that this model now requires an external amp for optimal performance.
  It is essential to note that our ************* model still features a built-in amp, specifically designed for the 3-6 age group. We believe that the simplicity of avoiding cables and related complexities is particularly advantageous for this demographic.
  The description of the guitar you bought from the website doesn't mention a built-in amp, unlike before when it was clearly indicated. We've already updated the specs on the website after the clearance sale.

  
  Kindly note that our return policy spans 30 days. However, understanding your concerns, a dedicated member of our customer service team will reach out to you promptly to discuss and provide a resolution. Ensuring the satisfaction of our customers with both our products and the service we deliver remains our top priority.
  Thank you for your understanding and continued support.

  
  Best regards,

  ******

  Customer Answer

  Date: 01/12/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************