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Business Profile

Drums

Xymox Percussion

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Drums.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The transaction between Xymox Percussion and myself, ***************************, took place on August 25th, 2023. This transaction involved me paying the business $90.00 USD for a custom snare drum practice pad. Their website advertises that all orders are shipped within 1 to 5 business days. However, I failed to receive my practice pad and still have yet to receive it. I have attempted to contact their customer service multiple times, the first few times they responded with promises of shipping it within the week of response. However, all of these were lies and I still have not received my practice pad. My order number is #****, and on my account, it states that my order was fulfilled, this has not been the case because I still have yet to receive ****************. The pad was meant to ship to ************************************************. Again, I have yet to receive the product I ordered. My most recent attempts at contacting their customer service have also gone unanswered. I did not want to resort to this but Xymox Percussion has given me no choice.

  • Initial Complaint

    Date:05/09/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    A drum pad was purchased from Xymox on 9/11/2023. We received a confirmation email and our card was charged. We have emailed the company several times. We have received no responses or the drumpad.

  • Initial Complaint

    Date:04/15/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered an item December 25th, 2022 and havent received it. Sent many emails trying to contact the company about my order but of no avail. ****** responded to any of my concerns regarding my ordered. I checked *** and it says my shipment was canceled. No contact whatsoever I tried calling the listed telephone number, but no one answered.

  • Initial Complaint

    Date:03/29/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 hybrid snare pad 3 years ago and have been trying to contact them regarding my purchase. My product has yet to show up and no one at the company has gotten back to me.

  • Initial Complaint

    Date:02/10/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    From: *********************************** <**********************>Date: February 6, 2023 at 1:41:38 PM CST To: "customerservice xymoxdrumco.com" <************************************************>Subject: Re: Order #**** ?Good afternoon,Im still waiting for an update on the tenor pad. Im now almost at two months since I ordered this Christmas gift for my daughter. Please provide an update when I should expect this order.Thank you *********************************** Sent from my iPhone On Jan 16, 2023, at 6:10 PM, *********************************** <**********************> wrote:?Good Evening,I still have no update on my order and it has been over a month since I placed my order. Can you please provide an expected shipping date? Thank you *********************************** Sent from my iPhone On Jan 3, 2023, at 8:55 PM, customerservice xymoxdrumco.com <************************************************> wrote:?Hi ********,Im so sorry about this. I am not sure why this tenor pad was so delayed! I will make sure this is resolved and shows in transit tracking status before the end of the week. Thank you!The Xymox Team On Jan 3, 2023, at 2:07 PM, *********************************** <**********************> wrote:Good afternoon,I am reaching out again to find out the status of my order. My order was placed on 11 December and the tracking information shows a shipping label was printed. I would like to know where in the process my order is at and when I can expect it to ship.Thank you Sent from my iPhone

  • Initial Complaint

    Date:02/05/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 hybrid snare drum online from Xymox on December 4, 2022 in the amount of ******. I received an email from them that the item would ship and be received by December 27, 2022. As of December 29, I had not received the product. I have emailed the company to request updates/refund on 12-29-2022, 1-02-2023, 1-10-2023, 1-16-2023, and 1-20-2023 with no refund initiated back to my account and no product received. The order number is **** and the tracking number is 1Z1519W70320978709. I would like my account refunded and this order cancelled. This was supposed to be my son's big Christmas present and his Christmas was ruined.

  • Initial Complaint

    Date:01/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 drum pad from Xymox percussion on December 19th, 2022. At the time of purchase (and still today) Xymox was advertising 5 day shipping on all orders all throughout the holiday season. It is now January 25th, and my item still has not been shipped. I have reached out 3 times and only gotten a response the first time. I tried to access their social media, but they do not accept comments in any of there posts. And I cannot find any sort of contact other than email. Now it seems like theyre avoiding orders, and I will never get my item.

  • Initial Complaint

    Date:01/19/2023

    Type:Product Issues
    Status:
    Unanswered
    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 10/30/2020 I purchased a drum pad, sticks, and tuning key from Xymox. I paid $169.53 through Paypal, as that was the only method that they would accept payment. In addition to the cost of the goods, I paid $30.53 for expedited production, which claimed it would arrive within 3 months. On 12/19/2020, I received an email stating that my order was in production and was wrapping up soon. On 2/23/2021 and 2/25/2021, I attempted to reach out to Xymox to get an update on my order, and was given the automated reply that BBB has also received and posted on their website. On 6/11/2021 I tried to reach out and received no reply. At this point I also discovered that Xymox had closed my account on their website. I attempted to use the forgot password link and the website claimed there was no account associated with my email address, despite having received an email with my account details less than a year earlier when I had initially made my purchase. At some point in the process, I believe I had reached out to the Better Business Bureau, but I have no documentation or emails to show as evidence of this. I have tried reaching out to Xymox on two occasions since, and received no reply. I emailed their support team including an order number, and received no reply on both 10/12/2021 as well as 1/23/2022. I have attached my initial receipts, sent to me via email and via paypal, as well as the update received on 12/19/20, the two most recent incidences of me reaching out via email (previous support contacts were done through the support tab on their website, which began to go unanswered. I started emailing for proof that I was reaching out.) and finally the email I initially received proving that my account did at some point exist in addition to what it shows when I try to access my account on their website now. At this point, over two years after purchase, all Im looking for is a refund as I do not require the product anymore. I am no longer in college or part of a drumline.

  • Initial Complaint

    Date:01/04/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 Xymox ************ on 12/1/2022 in the amount of $248.00 12/10/2022 - I received notification that the order would be shipping 12/11/2022- I received notification from *** that the tracking number had been established and updated when the package was delivered to *** 12/23/2022 - I reached out to Xymox to see the status of when this would arrive at ***. They customer service rep was very responsive and blamed ***. Upon discussion with *** there was no record of the shipment arriving to them and they could not assist.12/24/2022 - I responded to customer service and explained what *** has told me. They responded and said they would get a new shipment out ASAP and if I should receive two, I could keep them.12/26/2022 -I emailed asking for a new tracking number. I was told that *** had not picked up the shipment and I would be updated as soon as they did.12/29/2022- I emailed again asking for updated information on tracking. I was again told it was due to *** and their local store not being open and under staffed.1/2/2022 - I emailed requested a refund and cancelation of the order. I was responded to and assured this would be in the mail soon.1/2/2022 - I contacted my credit card provider and requested that they begin the dispute process.1/4/2022 @ 1:43am - I received a notification that the new shipment was picked up and tracking information would be provided 1/4/2022 @ 5:55pm -I received a very awful email stating that my order had been canceled (which how is that possible if it had been mailed) The email also shamed me for filing the dispute and how dare I not reach out to them to get resolution.They ruined my son's Christmas and took advantage of a mom who has worked overtime to afford this. Shut this business down!

  • Initial Complaint

    Date:12/29/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 a Tenor Pad on 11.28.22, Order #**** for my son's Christmas Present. This was his main present.11.28.22 - Order confirmed #**** and said would ship within 1 to 5 days. 11.28.22- My credit card was charged $248.00 12.3.22 I received an email saying my order was in the finishing stages and will be shipped out the coming week.12.10.22 I received an email that my order is complete and will be shipping this week and I would receive a *** tracking number. It also said rest assured OUR PRODUCT WOULD BE RECEIVED BEFORE THE HOLIDAYS. This was my son's main Christmas present.12.17.22 - I received an email that your order is on it's way and was given bogus shipping tracking info.12.22.22-I sent an email stating I had not received and got a response they would investigate. They stated (which was a lie) that the package was picked up from ***.12.23.22-I sent another email asking status.12.23.22-I received a response saying sorry for late response, that their days are heavy. They stated (and lied) that they have a brand new replacement being made and shipped out to me. And that if the lost package is found and if I receive 2 packages, I could keep them both. Lies and more lies. Why would they ever let someone keep a $250 product?12.23.22-I sent another email requesting the shipping info for the new product they supposedly sent out. They emailed me back but gave me NO SHIPPING INFO.12.26.22 - I requested shipping info 12.28.22 - They again could not give it to me because they did not ship THIS WAS MY SON'S MAIN CHRISTMAS GIFT. I HAD TO RUN ALL OVER TOWN TRYING TO FIND HIM SOMETHING ON CHRISTMAS EVE. THIS PRODUCT WAS NOT AVAILABLE ANYWHERE. THIS COMPANY SHOULD BE SHUT DOWN, AND THE OWNERS SHOULD GO TO JAIL!

Xymox Percussion is NOT a BBB Accredited Business.

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