Hello Music Support Warning
Fellow TBers, be greatly warned regarding a total lack of after-the-sale support from Hellomusic.
I purchased an ESP Vintage 214 bass on July 16th 2013 from Hellomusic. Shipping was reasonably quick, arriving on July 23rd. Packaging was very good but that is where the positive part of my experience with Hellomusic ends.
The bass was sold as new, but you'd be hard pressed to call it even B stock. In a nutshell the neck has a serious flaw and the build quality is terrible.
I promptly inquired with their support to process a return. After a little back and forth I receive their "return form" which requested the information I already provided via email in my initial notification. <sigh>
I have submitted the form with detailed information on the problems with the instrument as well as the requested photos but have yet to receive a response other than the automated notification that they've received my email. I have followed up no less than 5 times via email since July 23rd (also receiving automated notifications for each) and attempted to contact via phone multiple times to which I'm always greeted with the "sorry we're helping another awesome customer" message and an automated disconnect.
Honestly I'm completely floored. I've had bad or slow service from businesses before but never complete silence and avoidance.
Subsequent to this posting I am filing a complaint with the BBB and disputing the charges with my card provider, just as I promised them in my last email.
Consider yourself warned and think twice about parting with your hard earned money to purchase anything significant from Hello Music.
Good or bad, if the situation changes I will update accordingly.
I feel for you and that entire nightmare situation. I recently purchased a bass from their website and although I did receive my order in excellent brand new condition, their lack of order status updates and customer service is sub-par at best. It took me sending two emails after waiting a month for an item that they claimed they had 2 in stock of. I feel as though if I didn't send those emails last week, I would still be waiting for my purchase. Even though some of the deals are unbelievable, I don't think I will be ordering from them again.
The CSR I started the return process with ended up contacting me. They apologized profusely and owned the error citing a communication goof internally regarding open items and vacation schedules. A return label was issued and now the bass is on its way back to HM.
While I'm very frustrated with the process I am pleased with how they recovered. I appreciate their honesty regarding the mixup and the volley of responses that were provided outside of their operating hours to straighten it out.
All I'm waiting for now is the refund.
I doubt I'll do business with them again.
It's amateur hour over there. Both orders I've made from them have required address corrections, and because they use the cheapest shipping services (FedEx Ground, USPS) I have had to have either reships after they've automatically RTS'd my package or had to go pick it up at the local facility.
Was ready to give them $600 for an amp recently and the coupons they'd emailed me wouldn't work and online customer service was giving me bait and switch options followed by attitude when I wasn't responding positively to that.
Honestly, the few bucks I end up saving after they make you overpay for bottom shelf shipping aren't worth the lousy customer service, lack of communications, and my time for having to fix the problems that they can't get right on their end.
Thrice bitten, thrice shy.
I received my refund last week. Case closed.
I never felt right about the company. Would never patronize them!
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