Reverb business practices - bad seller

RKDallas

Member
Messages
128
I would like to hear the other side of the story on this. Why would he refuse to ship it and why did Reverb remove your rating and he be allowed to sell still? What's the purpose of that, since if that's entirely true what you said then in the long run Reverb will lose business.?

There are usually 3 sides to every situation. What you say, what they say and what a 3rd party observation is. Well, it sounds like a lot of bad deals there overall but I can tell you I had a bad deal on eBay over 11 years ago and never went back, after what the police investigator found out about eBay business practices.
I’ll be finding out why Reverb gave this scumbag a complete do over.

I’ve bought & sold over 150 items on Reverb. This clown has 8 transactions.

There were several messages indicating it would be shipped the the next day. And the next day...

There’s zero explanation for never shipping. Maybe laziness? That’s what is so odd.

That particular seller is completely unpredictable. Hence the refusal to issue a refund.

Three chances to follow through on what he said and it’s a strikeout. No trust left.
 

ChipOnly

Supporting Member
Messages
1,838
If feedback can be massaged after the fact, I don't see any reason to use it. I covet my own five star, 200+ transactions, no real problems. If others' five stars are potentially fraudulent or uh, "redacted" then what good is mine? Uncool.
 
Messages
1,415
You could have disputed with PayPal directly. I’ve done that and been issued a refund after a period of time to allow the other party to explain themselves
 

Ltsft

Member
Messages
205
Hmmm. I have found ebay, reverb and paypal protective of the buyer to a fault (in the end, this does result in higher prices for sellers, which most don't realize, but it can be annoying in a given transaction) I wonder what the seller/reverb would say if asked about the details of this one. Not trying to discount the OP and sorry you had a bad transaction.
 

Pick'n'strum

Member
Messages
372
I understand the frustration and it does seem weird all the way around - I've also bought and sold a ton of stuff on Reverb. Their customer service has always been outstanding for me - in this day and age, it's hard to find a company like that. I've even been on both ends of a dispute (buyer and seller) and it always worked out well ... you ever tried to deal with an internet company? Talk about annoying.

Anyways, it does seem like in this case they shouldn't have changed the one star feedback rating. In my opinion, an item should be shipped out within a couple days and if it's going to be longer, I want an explanation.
 

DewieCox

Supporting Member
Messages
4,443
Philadelphia Luthier Tools and Supplies received the only non 5-star rating I’ve ever given. Messaged to see if they could substitute a slightly different set of strings for 2 of the 3 I ordered. Didn’t tell me they were dumping their damaged goods on me. Received the 3 sets and the 2 different sets came without the product box and had clearly been smashed at one point.
 

Dickey

Member
Messages
1,847
No offense, but I think buying & selling big ticket (like vehicles) or personal items (like guitars) online is stupid. Only thing I buy online are pedal steel strings & supplies since they can't be sourced locally. Too many things to go wrong,too many scammers, and how can you know if you like a guitar or amp without playing it?
In person,cash only transactions are what I do. Much better chance of not getting hosed.
 

secretsoundz

Member
Messages
1,241
I had an awful experience buying an amp on Reverb and they were little to no help. I deleted my account. Plenty of other good ways to get gear.
 

Jayyj

Supporting Member
Messages
6,960
When you deal with a seller, message them, have a little conversation in the scope of the item you're interested in. If you engage politely and you receive reciprocation that is anything but helpful, you have reason to be suspect of the seller - perhaps move on and try someone else. Either way, I highly doubt that Reverb will allow someone to straight up take your money... If that was happening, I would think that they wouldn't be around too long. There are good sellers on Reverb - present company included. I know for sure that if someone pays me for my goods, I am nothing but honest and forthcoming with what I am presenting. I feel it is a good platform for people like me who want to relieve myself of gear that I no longer have purpose for.

Overall, if it isn't Reverb, it will be somewhere else. I don't dispute that there are some sellers that do not take too much pride in their tasks... As mentioned, have a conversation like you would with someone at the store through their messaging system. If they respond slow, vague, rude... be wary.
This is my tactic for Reverb as well, drop them a line with a question (it's rare I see a listing I would have any questions about anyway if I were on the cusp of buying) and if they're hard to deal with then I move on.

Whether buying or selling and it's Reverb, Ebay or in person in a shop I'm always friendly, polite, to the point and respectful and, I have to say, it's pretty rare I come across anyone that isn't the same. I've had a couple of bad experiences but my success rate has been pretty good so far.
 

DustyRhodesJr

Supporting Member
Messages
11,847
Just yesterday I had a Reverb problem and am curious as to how this is going to go.

I got a guitar delivered in a too-tiny box, with no filler except it actually looked like seller
dumped some of his kitchen trash in the box as filler. Unbelievably poor packing, the
seller just doesnt care, you can tell.

The headstock was touching the top of the box so the headstock was broken.

After no response from the seller, I chatted with Reverb and got a vague answer, to which
I said "I paid with a credit card so I can involve them but I wanted to see how it played
out".

I was told they have access to the funds so no need to do that, yet.

They said they are trying to contact seller, blah blah

But I am not messing around on this, and any more dragging around and I am filing a
credit card dispute (it has been three days since I recd the item, which is long enough).

I think what has happened with sellers is ebay has cracked down on nonsense, and now
sellers have to provide timely tracking, and cant get their money until the item is
delivered timely, etc., and those sellers that have no discipline or are not on the up and up
are slowly moving over to Reverb.
 

BlueCajun

Supporting Member
Messages
154
When you deal with a seller, message them, have a little conversation in the scope of the item you're interested in. If you engage politely and you receive reciprocation that is anything but helpful, you have reason to be suspect of the seller - perhaps move on and try someone else. Either way, I highly doubt that Reverb will allow someone to straight up take your money... If that was happening, I would think that they wouldn't be around too long. There are good sellers on Reverb - present company included. I know for sure that if someone pays me for my goods, I am nothing but honest and forthcoming with what I am presenting. I feel it is a good platform for people like me who want to relieve myself of gear that I no longer have purpose for.

Overall, if it isn't Reverb, it will be somewhere else. I don't dispute that there are some sellers that do not take too much pride in their tasks... As mentioned, have a conversation like you would with someone at the store through their messaging system. If they respond slow, vague, rude... be wary.
I do this as well. I almost always have a few questions about the item in question. If I get a bad vibe from the seller (attitude or whatever), I move on. Not saying that's 100% fail-safe. But I do agree that if the seller comes off as jerky in their response, it's likely they won't be easy to deal with if there is an issue.
 

Andres6and8

Member
Messages
297
A few things:
  1. Isn't there a Reverb.com employee here? I'd be interested in his feedback to all this, though I'm not sure I remember his username.
  2. I too have never had an issue with people paying on Reverb. The only annoying instances I've had are when I'd do everything quickly and rapidly, ensure the best protection, etc etc., and then not get feedback at all from the buyer. Meh, whatever.
one of the lessons learned. Seller ratings on Reverb mean nothing.
It hasn't meant anything for a while. It's been documented here (and subtly admitted by Reverb themselves) that their policy is to do whatever is necessary to avoid negative feedback, leaving it only to be used if an issue doesn't get resolved.

If an issue had to go to a third party to get resolved, that doesn't mean the guilty party partook in resolving the matter. A low feedback score should stay.

I don't pay for the Reverb protection anymore, I think it's completely worthless.
Not only is it worthless, but you can get real protection through the carrier for less. I've pointed that out to some customer reps but they didn't have much to say. I think only once did it make sense for me to use Reverb's protection when I shipped a sizable amplifier across the country. I'm just glad no issue sprung out of it.

I would like to hear the other side of the story on this. Why would he refuse to ship it and why did Reverb remove your rating and he be allowed to sell still? What's the purpose of that, since if that's entirely true what you said then in the long run Reverb will lose business.?
Though I suspect the other Reverb user is at fault (as opposed to the OP), I think it's useful to hear the other side's story as well. However, to answer your questions, Reverb would simply prefer to wash its hands from any responsibility as long as it can- most likely due to its start-up nature.

If your deal went south because of an error in their backend code, they'd be forced to address your issue (or face lawsuits). However, I don't think they have a department that handles disputes between users. It's why they prefer that people resolve issues on their own or through a paypal/credit card company rather than face fallout from users who don't feel great about getting negative feedback, however deserved said negative feedback is.
 

Dr. Tinnitus

Member
Messages
2,676
That's really bad, and I too have had a very similar situation through Reverb.

The seller didn't respond to anything after I purchased an item, so I contacted Reverb. They said they would contact the seller, which I'm not sure if they really did. After 3 weeks I had to dispute through PayPal because nothing was changing.

At this point, I tried to leave negative feedback, but it wouldn't allow it. After another month, my money was refunded by PayPal, and the seller had relisted the item, apparently without any consequence from Reverb.

So, I waited a month and a half to get my refund, couldn't leave negative feedback, and the seller gets off the hook. What a load of crap.

I even asked Reverb to contact PayPal in order to assist with the PayPal dispute process, and they refused.

All in all, I've had several transactions through Reverb go poorly (either it never shipped or wasn't described/photographed accurately) and Reverb was unable to offer any resolution or effective support. Either I lost out, or battled with the seller to find some sort of middle ground.
 
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