Be aware of the Loar and InstrumentAlley.com

[marktwincity]

I don't normally write things that aren't positive in some way, but I would like to help starving musicians avoid experiences like the one I've recently had.
The guitar: The Loar LH 600
I had read some mixed reviews about these guitars--basically when they're right, they're awesome, and when they're bad, they really shouldn't have made it out of the factory.
I decided to give them a shot; I had previously owned the same guitar, but with laminated back/sides- great guitar- no issues, and I figured- why not?
Mistake.
The guitar I received had some serious issues, which makes the seller look equally bad- I'll get to them shortly.
First- the neck wasn't set right. I had read somewhere online where a guy had a similar issue- well, I got one with the same problem, but maybe a little worse. The neck angle was so shallow, in fact, that the adjustable bridge was set as low as it could go and the action was still too high on the upper frets. The only place the strings could go was further away from the fretboard... the adjustable bridge was useless for actually setting string height to a comfortable playing position.
Second- the neck had a slight twist to it.
Third- the finish on it look nice for the most part, but there was no finish under the fretboard extension, none on the inner edges of the f-holes, and a nice spot on the lower bout had a chip of finish completely missing- like a bubble had burst and nobody bothered to fix it.
This guitar should never have made it through quality control, which tells me there was no quality control, which speaks loudly about the company from which I bought the guitar.
BE AWARE- InstrumentAlley.com may have the lowest prices, but what good are low prices if you receive crap? Yes- I bought the guitar from InstrumentAlley.com from Logan, Utah, and they haven't played an honest game since day one. I've given them plenty of time to fix this situation, and it's not happening in a timely manner, so I'm simply sharing my experience.
First: the company says they will not charge your credit card until the instrument ships. They advertised the guitar as in-stock, so I figured it might take a week or so to do the set-up and get it in the mail. After a couple of weeks my credit card was charged, but no tracking info and no mention of the guitar being shipped. I inquired about this, and was told that they were waiting on a guitar case for it- whatever- they charged my card before they shipped it, so I'm paying interest on something I don't even have. It took another week after that to get it.
Second: when I finally got the guitar, it was pretty obvious to me right out of the box that it did not go through a "12 point set-up" as they advertise. A competent technician would've said, "hey, this thing's busted- let's not send this one out- let's send it back to the company...". I guess they were hoping I didn't know much, because they sent it out anyway. Just a bad guitar- a lemon, not even 2nd quality in my opinion.
Well- that got the ball rolling on my return, which has been nothing but a pain since that started. You have to contact them, request a return authorization number, do this, do that... Once again, I inquired about it and they dodged the question through several emails until I had to finally just call and leave a message stating that if I didn't hear back from them, I was not going to be pleasant with my next call. Finally got what I needed.
The guitar arrived Monday at their offices, and it's Wednesday night. I sent an email yesterday to inquire about when to expect a refund (again, because I'm paying interest on a guitar I don't have). Still no reply. I wrote to them again this evening, so we'll see what happens.
My point- I don't like to do business with people who can't be straight with me. I don't like having to raise hell to get something done- I call that piss-poor customer service. I will not be doing business with them ever again, and I advise any potential customers to be wary. I paid for a first quality instrument and got a lemon. I don't particularly enjoy bashing someone's company, but I do still believe that the customer is always right- in my own business, and as a consumer. I think InstrumentAlley.com has forgotten that.

[AlohaJoe]

I'm sorry you had such a lousy experience, but thanks for sharing it and hopefully saving someone else from the same.

[gianluca]

well done, mark.
make them pay for their dishonesty.
Spread your message as more as possible, perhaps they will learn to respect those who give them money to get the right product.
I live in italy and, unfortunatley, I'm accostumed to deal with unfair people: not all, of course, but certainly a higher percentage than other countries.
(a bad time for my poor country: it seems that only the cheathers will go on... )

when I bought my The Loar LH-600, I went from the local guitar shop and I ordered it leaving only a small deposit: I did not know this company (the loar) well, and even their policy of quality control.
I had only seen their web page and the paul meeling video on it.
so if they had sent to me a guitar in poor condition, it would be up to the shopkeeper to get one in good condition.
I fortunately went well the first time (there are some videos on my youtube channel with it) although I have spent at least 50/60 euro more.

I hope you will soon solve the issue...

[bborzell]

A Google search of Instrument Alley will reveal many posts containing the words, "ripoff" and "avoid". I have not ordered from them. I considered ordering a mandolin, but after talking to them, I concluded that they exist to move product and, from the reports, they don't appear to be very particular about the quality or condition of what they move.

[JohnW400]

Call your credit card company and dispute the charges

[M-ster]

Originally Posted by JohnW400

Call your credit card company and dispute the charges

Seconded. This should have been your first step.

[marktwincity]

It's been a few days since my post, and I finally have a refund posted to my credit card, MINUS $33.00- call it a 'restocking' or shipping fee, whatever... If they sell that guitar as a B stock, someone needs to go to the chair. They sent me a lemon and I still ended up paying a little anyway. Thanks for all the comments, folks. And I stand by my initial words- be wary. I will never do business with them again.

[bborzell]

I'm not trying to open up a bad experience if you are satisfied with how this has "closed". That said, most instrument related forums have threads about this place and their practice of charging a "restocking" fee for returns of instruments that are flawed. Many folks have refused to allow the fee by appealing to their credit card company and challenging the fee. Many have been successful.

In part, the outcome might hinge on whether IA offered to replace the instrument. If they did and you choose not to accept that remedy, then they probably have language in the purchase agreement to enable the fee. Did you consider a replacement or did you simply want out? If the latter, then $33 is probably worth it.

[Hurricane Ramon]

Originally Posted by bborzell

I'm not trying to open up a bad experience if you are satisfied with how this has "closed". That said, most instrument related forums have threads about this place and their practice of charging a "restocking" fee for returns of instruments that are flawed. Many folks have refused to allow the fee by appealing to their credit card company and challenging the fee. Many have been successful.

In part, the outcome might hinge on whether IA offered to replace the instrument. If they did and you choose not to accept that remedy, then they probably have language in the purchase agreement to enable the fee. Did you consider a replacement or did you simply want out? If the latter, then $33 is probably worth it.

================================================== ===

From harps ( harmonicas ) to guitars , I have to have them in my hands for an up close and personal inspection - - just like my women

Otherwise it's a crap shoot like what just went down .

Consider that one like me pays for gas and time and that is about what his restocking fee was so he did not loose out too much correct ?


Easy :
Hurricane Ramon

[hot ford coupe]

I know how frustrating this can be. I had the same type of experience with an autoparts dealer. It took me 6 months to get my stuff along with a lot of phone calls to the credit card company etc etc. Fortunately, the company finally went bust since the guy had to probably hire an army of lawyers to fight all the law suits he was up against. Sooner or later, they'll get nailed. It may take some time but with the way they deal, they'll get themsilves nailed.

[stevedenver]

if the restocking charge was not prominenetly disclosed adn agreed to by you, either expressly or as part os conspicuous terms and conditoins, i would dispute this as well-

its a call , then you explain in detail first verbally and then in wiriting, using any written back up-like a copy of your order,

i think a re-stocking fee is inappropriate for 1) failure to inspect as represented by the seller (of course youll need to explain how you know the set wasnt done-ie out of tune, packing proetion still inplace, etc), and explain that you relied on the sellers representation of care to avoid this type of problem and which induced you to make the purchase-had this been done problems would have been apparent and should have been disclosed by the seller-it is in fact a warranty of sorts regarding the suitability of the insturment) ; and 2) for a defective piece-



i understand brain damage (having dealt with a couple of issues like this myself-seems only in the past eyar too-)

but i have to say in this case, since you already are mostly whole, id make an issue; its a hassle, but ...the seller sounds like a charlatan
again on principle and to alert the credit card company-it may have a wider impact on others for the future-

i might too suggest taht you review on harmony central and mention the seller as well, simply because so many would be buyers use this as a resource

[hot ford coupe]

I did a little thinking about the restocking fee and this is what I came up with. The only good reason for a company hitting anyone with a restocking fee is when you buy a product which by all concerned is a good one and not a defective one and return it just because you don't want it anymore. The company should also specify the need for the fee before you even pay for the item. A return authorization by the seller isn't necessarily a bad thing either. It helps the seller determine what the problem is with the item and lets them determine whether or not to waive the restocking fee. A defective item should never be restocked anyway but sent back to the manufacturer for a new one. Shame on the company that doesn't monitor its quality and doesn't stand behind its product.