Here's how I lost $98 and a load of my time to them.
The beginning of May 2017 I ordered a strat body, one piece mahogany, with a Kahler bridge rout.
I got it beginning of august and realized from doing some measurements that bridge rout was in the wrong place. So I e-mailed them, and after a bit of back and forth (took 2 and a half months of them looking at my pictures/video before...) they asked me to construct the guitar and see if it would intonate. It would not, so they said to send it back.
The return shipping cost $87.50 from the United Kingdom. The return & cancellation policy on their website states that "If the item is not what we said it was, is damaged or needs additional work, we will refund, repair or replace at our expense, including shipping." INCLUDING SHIPPING.
They got it late October 25th, 2017. I then heard pretty much nothing other than "we haven't forgot about you" for the next 3 months!!! I repeatedly asked if they even had the wood in stock, how long it would take to make, when it would be shipping, and got no answer. I had repeatedly asked for my return shipping costs to be reimbursed, but that request was ignored too.
Finally, February 4th 2018, I told them to just refund me. By this point, I'd heard nothing from them since 14th November, despite e-mailing for an update.
As soon as I ask for a refund, I start getting prompt replies again. All completely ignoring my request for a refund and assuring me that they will start making the replacement body "asap". Apparently the CNC program had been wrong since 2011. I didn't want to deal with them anymore, so demanded a refund.
Today I got the refund, but I am still owed money. I paid $315 for the body originally. I have been refunded only $305. I have not been refunded any of my shipping costs to return the faulty item.
I have contacted them since and been told "that's all the company was willing to refund" and that they can't reimburse my return shipping costs... despite what their policy says... because they didn't charge me those fees. How else was I supposed to return the item?
They didn't even refund me the correct amount even if you disregard the return shipping! ($10 short)
So in short, this has been going on for 10 months, I have sent 19 e-mails and have called them several times, and I am out of pocket $98.
I have all the e-mails, if anyone wants to see them. Thought it was too much to post here. The service is terrible and their morals are low. AVOID.
The beginning of May 2017 I ordered a strat body, one piece mahogany, with a Kahler bridge rout.
I got it beginning of august and realized from doing some measurements that bridge rout was in the wrong place. So I e-mailed them, and after a bit of back and forth (took 2 and a half months of them looking at my pictures/video before...) they asked me to construct the guitar and see if it would intonate. It would not, so they said to send it back.
The return shipping cost $87.50 from the United Kingdom. The return & cancellation policy on their website states that "If the item is not what we said it was, is damaged or needs additional work, we will refund, repair or replace at our expense, including shipping." INCLUDING SHIPPING.
They got it late October 25th, 2017. I then heard pretty much nothing other than "we haven't forgot about you" for the next 3 months!!! I repeatedly asked if they even had the wood in stock, how long it would take to make, when it would be shipping, and got no answer. I had repeatedly asked for my return shipping costs to be reimbursed, but that request was ignored too.
Finally, February 4th 2018, I told them to just refund me. By this point, I'd heard nothing from them since 14th November, despite e-mailing for an update.
As soon as I ask for a refund, I start getting prompt replies again. All completely ignoring my request for a refund and assuring me that they will start making the replacement body "asap". Apparently the CNC program had been wrong since 2011. I didn't want to deal with them anymore, so demanded a refund.
Today I got the refund, but I am still owed money. I paid $315 for the body originally. I have been refunded only $305. I have not been refunded any of my shipping costs to return the faulty item.
I have contacted them since and been told "that's all the company was willing to refund" and that they can't reimburse my return shipping costs... despite what their policy says... because they didn't charge me those fees. How else was I supposed to return the item?
They didn't even refund me the correct amount even if you disregard the return shipping! ($10 short)
So in short, this has been going on for 10 months, I have sent 19 e-mails and have called them several times, and I am out of pocket $98.
I have all the e-mails, if anyone wants to see them. Thought it was too much to post here. The service is terrible and their morals are low. AVOID.
