Gollihur customer complaint

[Hugh Betcha]

Hello!

i just got ripped of by Bob Gollihur of Gollihur music!

this past year i bought a professional level Bass bag from him and immeadiately the zipper broke, but the real trouble began when i tried to get it replaced! it arrived it had $90 of fees attached to it which Mark at Gollihur music said would get cleared up and told me to wait a few days before accepting the package. afger a few days and many phone calls he had he bag sent back to them and charged me $100 for a bag that i never saw that was supposed to replace a bag that had broken!

i am shocked!

Mark

(edit: potentially libelous personal remarks removed by TB admin)

The following statement has been added, post thead closure, by the TB admin in order for both sides to have equal opportunity:

Reply from Bob Gollihur:

I take customer service very seriously, and think that the vast majority of the posts here evidence that fact. I very much appreciate and thank those who have come to my defense. There is no point in engaging in a public discussion over the facts; it would only be an unresolvable "he said - he said" argument.

This is a difficult situation that has caused me a lot of personal heartache, because I strive for 100% customer happiness... but in very rare cases a customer will never be satisfied no matter how far you go, and ask the impossible -- we have no power over the Canadian government. I can count the number of relatively similar incidences to this one on one hand, and I've been in business for over ten years. This customer's public complaint may cost me more money than it might cost me to satisfy him (if possible), but I will not be bullied into giving away the store.

Since [the customer] has not responded with his choice, we are sending him a replacement zipper by the US Postal Service for local installation.

Update from paul: We've spent a lot of time discussing this issue with everyone over the past couple days. There have been many calls to delete the thread based on the OP's tone and the appearance of using TB for retribution, and also the legal ramifications. However we've decided to leave it visible (while editing out a couple potentially libelous remarks), as customer complaints do have a right to their space on TalkBass. However this thread will remain closed, as it's run its course, and we do not believe TalkBass should serve the role as being a place for an ongoing customer service discussion between a retailer and customer (or in this case also UPS and the Canadian government) - this should be kept to private channels. Both sides have been given ample opportunity to voice their side of the story, and we encourage readers to read the thread and draw their own conclusions.

[TDYooper]

>>> Update follows below <<<

Good idea there Hugh, to pass on the good AND bad points about those that supply the hardware / software for our hobby / profession. I for one, will be sure to avoid Gollihur Music...

I have this feeling you may be just a tad upset at the moment, but we do need to find out one small detail. Could you tell us, where on this big blue marble can Mr. Gollihur's shop be found. Sort of helps to know where to stay away from, ya know

Good luck on getting things straightened out...

TDY

>>> UP DATE <<<
It has been pointed out that Mr. Gollihur, Bob, has had many good and faithful dealings with a good number of members of this forum. I am in no way a party to any ‘smear’. I was just trying to point out to Hugh, that he list no location as to where he is, or where he was talking about.

I run a mobile lawn and garden equipment repair shop, and know how customers can at times be, and Bob, I live in Green Bay. I will some day stop in to your location, and apologize in person for my lack of writing before reading…

TDY

[NJL]

I'd like to hear the other side of the story.

I have bought from Bob and was 120% happy.

[Thor]

I find it highly inappropriate to rant about a product return on a public forum.

You said you got ripped off by Bob, but dealt with Mark.
How did that get transmogrified?

Gollihur has an excellent reputation, and certainly shouldn't
be sullied here.

I really think you need to resolve your issues direcly with the
vendor. Pick up the phone and ask them it make it right.
Of course, every story has 2 sides. I'm sure yours does as
well.

[el_mariachi]

careful TDYooper, do you even play double bass? (according to your profile you do not). If not, then you would have no need to buy from Bob. Plus, you should search and see the great multitude of posts that PRAISE Bob. Don't make a decision just by one post. I myself have purchased several times from Bob, and like NJL, couldn't have been happier. I think you (Hugh) need to fully resolve your issue directly with Bob before telling everyone here to avoid him.

I'm sure Bob will take the higher road here, but I'm anxious to see how he responds since he frequents these forums.

[Greg Clinkingbeard]

I bought a set of strings from him a year ago. A few days later the wrong strings arrived in my mailbox. Mark was very easy to deal with and paid the return shipping. I think I actually saved money in the process.
They have a good reputation here. Sorry you had a bad experience.

[txstatebass]

I smell a rat. I've never personally dealt with (All Hail) Bob or his company, but a lot of bassists I respect have, and have had nothing but good things to say about the experience. His personal replies throughout these forums have never been anything less than professional and accurate. I think someone's bating with a thread like this.

[NJL]

i agree! he only has one post, too.

[Hugh Betcha]

It's true i don't have any posts here, and it is true that i had purchased from bob before myself and was satisfied, which is why i was so shocked. throughout most of the transaction i was dealing with mark but at the end when they re imbursed my credit card with only apportion of the money i had laid out up front for the replacement bag and i called to find out what was up and mark told me the were going to charge me for shipping both ways for a bag that i never received, i asked to talk to Bob and he said he had been in the room listening to all the conversations between me and Mark and he said ' i ain't gonna argue, good bye'

Mark

[Hugh Betcha]

also, if you wanna check up on me you can.

right here

www.myspace.com/markpeetsma

[MingusAmongUs]

I'll chime in to defend the Bob. Though I only made one purchase from them, it was smooth and easy and they were very professional. I find it difficult to believe that they would "rip you off".

But, everyone has their bad days. If what the OP says is true, maybe this was one of them. Call them, be patient and polite, and I think you will get this handled. Let us know how it turns out.

[Bob Gollihur]

Yeah, it's a smear campaign.

He has cost me many dollars due to his lack of cooperation, and we have given him two final alternatives to resolve this in spite of his bad behavior. True to form, he has chosen neither.

I simply refused to argue with him this morning and said goodbye. I don't want to play his games any more.

[TDYooper]

HHMmm Looks like I may have mis-spoken myself. My apologies, and I stand down from my previous posting...

It is/was not my intent to trash and bash, but to communicate to Hugh, that he needs to add geographical content, not just huff and puff, as it were...

Again, My apologies, and I will add a preamble to my earlier post...


TDY

[accutone]

I have had only positive experiences with Golihur also. There must be more to this story. Regardless, I simply cannot believe that Golihur is a "thief." A thief steals. Golihur is a businessman, and there may be a difference of opinions about a return or a shipping charge, but that is not stealing, and that is also why credit card companies offer resolution services.

[NJL]

And because of Bob's reputation, I'm sure i'm not the only one that will easily side with Bob.

[Marcus Johnson]

"Avoid Bob Gollihur"?

Ain't gonna happen.

[Hugh Betcha]

man, i have been nothing but patient!

i bought the first bag at the end of june, and went straight out on tour with it and the zipper broke, when i called they said no problem, but i didn't have a steady address on the road so i said we could clear it up when i got back to Montreal, cool, then i was willing to wait until they had the tan ones come back in, then i laid out the cash for the replacement bag and the would reimburse me when the received the broken one back, then finally the door bell rings and UPS is going to charge me $90 for my replacement bag? i called Mark and he said hold on he would deal with UPS and wait a few days, then after a few days of not accepting the shipment as per Marks instructions he accepts the return with out calling me so the replacement bag goes back to them and i am getting charged with shipping in both directions and i still have a broken bag that i paid full price for that i cannot close and i gotta drag my bass to gigs four times a week?
and then i get Bob telling me, ' i ain't gonna argue' 'good bye'? pffffff gimme a break!!!


believe me i also thought bob was all the **** before this happened.

watch out for bob

Mark

[Hugh Betcha]

tell me Bob, how have i cost you any money as you seem to have refrained from putting the money back on my credit card?

Mark

[NJL]

this is childish, take it to a private conversation

[christ andronis]

..so far, you're the only complaint I've heard against Bob and Mark. If I was a gambling man, I'd play the odds.....

Your complaints have been noted, no one's really agreeing..resolve it privately.