Dealing with Reverb Support is frustrating

I bought a bass from a seller on Reverb who didn’t disclose damage to the bass. Less than one hour after receiving it, I contacted the seller who told me I could send it back at my own expense and with a restocking fee. Neither the listing nor his store return policy mentioned anything about a restocking fee, and per Reverb policy (since the item I received was not as described) he is responsible for the return shipping.

I opened a dispute with Reverb support. I received an initial email from a support representative asking me what I wanted to do with the bass two days later. I opted for return with full refund and sent back the dimensions of the package as instructed so they could generate the prepaid return shipping label.

Seven days after opening the claim, I’ve yet to get any other communication from them or a return shipping label. There is no support number to call. I’ve replied to the email and tried contacting them via chat several times, have asked for a return call from a representative, and asked to speak to a manager. Both times I’ve been told the information would be passed along to the resolutions team and they cut me off from the chat right away.

At this point I’m extremely frustrated with this process. It should not take this long to generate a shipping label. I wonder if they do this on purpose to try to discourage people and have them give up. If I ever get the return label it will take another 3-5 days in shipment, then another 24-48 hrs to get the refund, if the seller doesn’t come up with any more shenanigans.

I’m extremely dissatisfied with this whole experience. Meanwhile my credit card balance is due. Not sure what else to do except get the CC company involved and put a stop payment on that balance.

Have any of you experienced this from Reverb?

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Working with your credit card company is the way to go. They should stop payment or otherwise put massive pressure on Reverb to live up to their commitment to the rules of purchase.

Given the sheer volume of business Reverb must be doing, and the copious bucks they have to be raking in, the onus of ensuring customer satisfaction is totally on them. Give them hell in the only language they understand: money. As in, get your credit card to deny them payment, or threaten legal action if they don’t. I bet they’ll respond then. Best of luck with this.

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It’s still COVID.
Folks are still struggling to staff everywhere.
Patience is key.
As long as your folks are documented it will be ok.

Serenity now!

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I think this is the real problem:

They just don’t care or have a bad case of quiet quitting. There seems to be a lot of dissatisfaction with Reverb support on the internet.

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I absolutely believe it. But ghosting customers is severe bullshit. Hold Reverb’s feet to the fire. If they’ve got enough staff to process credit card purchase transactions, they’ve got enough staff to ensure sellers meet the clearly stated terms of agreement. Again, take no prisoners; give ‘em hell.

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I’m really surprised to hear this, as I have received great support from Reverb, especially once when I had a similar situation (The seller turned out to be a complete A-hole and even sent me a few nasty emails afterwards). My issue was quickly resolved and I received a prompt refund.
I’m sorry this is happening to you, and I truly hope you get it resolved soon. As others have said, be persistent and also get your credit card issuer involved.

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Well after opening support chats like a lunatic asking to speak to a manager, I finally received my shipping label. Bass is on its way back.
Let’s hope the rest of the refund goes smoothly.

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That’s great. Goes to show that a squeaky wheel gets the grease.

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Sometimes the “Karen Technique” works. Lol

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:joy:

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Often if you even threaten to have the card company refuse the charge that will grease the wheels. That puts reverb on the stick for the whole charge.

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PayPal is my go-to just for cases like this

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Yeah Paypal is even better, with their buyer protection.

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Exactly. Credit cards are the gas in GAS and Reverb knows it only too well. :moneybag:

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I see you’ve resolved it, cool. In the past when I’ve dealt with foot-dragging and frankly fraudulent sellers, filing a CC dispute with all documentation gets the wheels moving.

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I finally got the refund issued 14 days after initiating the dispute. Now another 3-5 business days for it to appear on my CC.

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do they have another way to contact them? the chat keeps disconnecting when I send in my “1-2 sentences” part. I’m a little too amped up/fluttery for the phone right now…

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If you only get 1-2 sentences, try “If this chat disconnects again I am going to call Visa and have them refuse the charge due to fraudulent advertising.”

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No! The chat is the only option. No call number, and no way to get a manager. Once your case gets opened and assigned to a Resolutions Specialist, the communication will be via email.

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