Suspended from reverb.com

**jzucker** · 02-26-2015, 07:35 PM

Suspended from reverb.com

I returned a guitar I bought off reverb.com today after taking it to my luthier and getting a written evaluation confirming the truss rod did not function.

Today I found out my account has been suspended. The seller who lied about the condition of the neck, frets and fingerboard was not suspended though.

The funny thing was that I was keeping them apprised through the entire process and they agreed with me that he was fraudulent given that I had specifically asked if there was any problem with the neck, the frets or truss rod and he replied that they were all fine. And I had them look through our correspondence prior to getting paypal involved and they were behind me.

To be fair, this was the 2nd item I had returned. The other was a pedal.

Apparently, they do not want you messing with their commissions.

**Klatu** · 02-26-2015, 07:38 PM

My guess is that they'll remedy the situation once they've had a chance to look at it in more detail. I take it the seller wasn't the gentleman that he should have been.

**jzucker** · 02-26-2015, 07:43 PM

no , the seller said my repair estimate was invalid and insisted that I take it in for a 2nd opinion which I refused to do so I would not take the instrument back. Reverb.com told me to dispute it with paypal

**Klatu** · 02-26-2015, 07:59 PM

The rub is that even if you were to have it repaired, it would never retain its previous resale value.

**jzucker** · 02-26-2015, 08:30 PM

my repairman said he'd have to take the fingerboard off, replace the truss rod, reglue the fingerboard, plane it, refret it, reinstall the binding and refinish the neck.

**HighSpeedSpoon** · 02-26-2015, 08:30 PM

I'm sorry to hear this, and partly for selfish reasons. I just completed my first transaction on Reverb.com - a transaction that went very well. I was hoping Reverb would be a good alternative to eBay, but to put it mildly, it sounds like Reverb.com's "buyer protection" has room for improvement.

**va3ux** · 02-26-2015, 08:47 PM

I think Jack may be right : they don't want you messing with their commissions. The banning could well be a business decision. Jack, you're not the kind of customer they've been able to make any money with, so....

**spiral** · 02-26-2015, 09:34 PM

What did Reverb support say was the reason when you called them?

**jads57** · 02-26-2015, 09:53 PM

Jack you missed your original calling, you should be a lawyer.

**jzucker** · 02-26-2015, 10:04 PM

they said it was because of my returns. I have made 3 purchases and returned 2 items .

**Max405** · 02-26-2015, 10:18 PM

That's no reason to be suspended. It's not your fault 2 people sold you faulty items. That sucks.

**jzucker** · 02-27-2015, 12:13 AM

no, i used paypal backed by american express. It's the only way i'll buy a guitar anymore because they will back you if there is an issue.

**seaguitar** · 02-27-2015, 12:38 AM

Can you please explain PayPal backed by Amex? This is the first I've heard of it. I've always used the PayPal cc.

**danoverb** · 02-27-2015, 12:01 PM

Hey Guys,

Dan here from Reverb. This seems to have been a serious oversight on our part for which I apologize. We take our protection policy very seriously, but as a marketplace, that of course goes both ways meaning protecting buyers and sellers alike. It seems like someone on our team probably jumped the gun here though. Op -- someone will be in touch with you shortly to find a real solution to this whole mess. I assure you, this is really not a case of us being afraid of anyone "messing with our commissions." That's definitely not how we roll as a company. Apologies again for the aggravation.

-dan from Reverb

**spiral** · 02-27-2015, 12:21 PM

It's good to hear from Reverb to get both sides of the story. Glad this will get resolved. I've had nothing but good trades on Reverb and their customer service has been great to me.

**jzucker** · 02-27-2015, 01:07 PM

Just received an email from them, apologizing, reinstating my account and giving me a $50 credit.

**skykomishone** · 02-27-2015, 01:14 PM

That's a very good outcome. Had me wondering for a minute when I read your post, JZ. I liked Dan's reply.

**Bluedawg** · 02-27-2015, 01:16 PM

And there was much rejoicing

**BigMikeinNJ** · 02-27-2015, 01:20 PM

Originally Posted by skykomishone

That's a very good outcome. Had me wondering for a minute when I read your post, JZ. I liked Dan's reply.

Well I'm impressed with Reverb's response and going public with it too... Hope they burn the seller's fingers over a torch.

**va3ux** · 02-28-2015, 12:06 AM

Also impressed. Very nice.

**GNAPPI** · 02-28-2015, 12:12 AM

Real good to hear. I've only done a few transactions through Reverb, all were good deals on nearly perfect guitars.

If the outcome had stayed bad this could influence a lot of folks. TG for the internet eh?

**ruger9** · 02-28-2015, 09:01 AM

Originally Posted by HighSpeedSpoon

I'm sorry to hear this, and partly for selfish reasons. I just completed my first transaction on Reverb.com - a transaction that went very well. I was hoping Reverb would be a good alternative to eBay, but to put it mildly, it sounds like Reverb.com's "buyer protection" has room for improvement.

I have been using Reverb.com since it's inception, I prefer the lower seller fees there to ebay which has gotten completely out of hand, imo. I have both sold and bought through Reverb.com, and have had no issues. But you never know what you're going to get on an auction site... you pull the rip cord, and pray. Unfortunately.

The customer service you just received in this thread is what I have gotten from Reverb.com in the past. Outstanding.

**ruger9** · 02-28-2015, 09:02 AM

Originally Posted by jzucker

they said it was because of my returns. I have made 3 purchases and returned 2 items .

That's bullshit (on Reverb.com). Now I'll have to keep that in mind when shopping there.... and they should do away with such "policing" policies.

**jzucker** · 02-28-2015, 10:14 AM

Issue was resolved, they reinstated my account and gave me a $50 credit, item wes returned

**HighSpeedSpoon** · 02-28-2015, 08:20 PM

Originally Posted by ruger9

I have been using Reverb.com since it's inception, I prefer the lower seller fees there to ebay which has gotten completely out of hand, imo. I have both sold and bought through Reverb.com, and have had no issues. But you never know what you're going to get on an auction site... you pull the rip cord, and pray. Unfortunately.

The customer service you just received in this thread is what I have gotten from Reverb.com in the past. Outstanding.

Thanks. Hearing about your lengthy experience is good information.