Complaints

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• Initial Complaint

  Date:10/30/2025

  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.

  Bought a turntable and some record albums from Fez Records on 10/22/2025. Got home opened everything and started listening to the albums, we noticed that the speed was incorrect on the turntable, so we tried different records and the same issue occurred.
  The next day 10/23/2025 we returned to the store and the owner was also there. We said that the turntable is defective and turns slow. They refunded my money however I didn’t look at the refund slip showing a partial refund for $77.39 instead of the full retail price $89.99 I didn’t notice this until I seen the refund on my credit card.
  Also I found a record that had scratches, the worker looked at the record and seen the scratches and then the owner looked at the record and said there’s nothing wrong with the album.
  I tried calling (###-###-####) multiple times but no answer.
  I’d like a full refund for the defective turntable and the scratched album.
  I spent over $300 in total in this store and thought I’d be treated with a little respect as a good customer but wasn’t.

  Business Response

  Date: 10/30/2025

  Thank you for reaching out.  I have been in business for over three years and this is my first complaint... so hopefully I respond accordingly and appropriately.  Let me know if you need any more details.

  The customer made that purchase at the store (Fez Records - Bellefonte, PA) on 10/22/25 at 6:07pm.

  They came in the next evening (10/23/25) and fortunately I was stopping in to the store to drop off merchandise for the week.

  ISSUE #1 (RE: The Turntable) I spoke to the man.  He explained that the turntable did not appear to be running at the appropriate speed.  I was surprised, but told him that I would exchange the turntable for another one in the store.  He declined and stated that he had already purchased another turntable.  I told him that I would refund the money for the turntable.  He asked about a brush that we had sold at the store and I explained what the brush did... and he asked to purchase one.  I have attached the transaction details.  The full price of the turntable was not refunded because he purchased the brush ($16.98).  

  ISSUE #2 (RE: The Alleged Flawed Album) We spoke about the album.  It was a new album (unopened).  Rarely do albums come with manufacturer's defects but it does occasionally happen.  I examined the album and saw no flaw.  I then played the album on the in-store turntable and we listened through the part that the customer alleged there was an issue (i.e. skipping).  The album played fine.  I explained to the customer that the issue is very common with less expensive (suitcase-style) turntables.  I explained that this is a common issue with many different brands of these smaller types of turntables - they sometimes skip on new pressings of vinyl.  I explained that there are a couple fixes but that the issue was not with the vinyl, as evidenced by it playing perfectly in store on my turntable.  If there was an issue and the new (sealed) album would not have played properly, I would have happily refunded the cost of that album.

  They left with the album and with the new anti-static brush.  I wished them well.

  FYI... I'm confused by their disputed amount.  Even if they felt that they should have been refunded for the album ($29.98 + tax)... and they clearly 'forgot' about the anti-static brush ($16.98 + tax)... it still doesn't even come close to the amount they are disputing.

  Let me know if you need any other information.  I'm happy to comply and look forward to resolving this issue.