Is Reverb now wholly unaccountable?

[bucephylus]

I recently placed a Reverb order for 3 HipShot tuners listed as in stock. I was charged via PayPal. But Reverb has disappeared the order, and it does not appear in my account.

I've tried contacting Customer Support, but only get their AI Trem, which is completely useless. There is no human interface, which can confirm or deny the order #.

When I click on the order status button on the email receipt, all I get is the Reverb "Are you human" page, which simply cycles every time I confirm my Homo sapiens status.

I'm beginning to suspect Reverb's integrity.

 

[Clark W]

I recently placed a Reverb order for 3 HipShot tuners listed as in stock. I was charged via PayPal. But Reverb has disappeared the order, and it does not appear in my account.

I've tried contacting Customer Support, but only get their AI Trem, which is completely useless. There is no human interface, which can confirm or deny the order #.

When I click on the order status button on the email receipt, all I get is the Reverb "Are you human" page, which simply cycles every time I confirm my Homo sapiens status.

I'm beginning to suspect Reverb's integrity.

File a dispute with PayPal, give 'em as much detail as possible.

 

[nonohmic]

The modern world sucks balls. That's what.

 

[Bikeguy57]

The modern world sucks balls. That's what.

Absolutely correct sir!

 

[bass player 53]

As an experienced Reverb buyer, the recounting of your story makes no sense to me.
When you buy on Reverb, there is a
seller's name and a way to directly
contact the seller by way of
'message seller'. There is also a description of the seller's shop, and the seller's feedback score.
If you use PayPal or a credit card,
you have additional protection.

Reverb is a legitimate, useful company,
and piling on snarky comments
is unfair and non productive.
I don't work for the company.

 

[5StringBlues]

^^&^^^ this

 

[fhm555]

When I was a kid, shop owners were on constant guard against shoplifters. These days consumers are on constant guard against dub dub dub grifters. Still the same level of petty theft, it's just that the tables have turned. Now it's the (virtual) shops you must be wary of.

 

[bass player 53]

When I was a kid, shop owners were on constant guard against shoplifters. These days consumers are on constant guard against dub dub dub grifters. Still the same level of petty theft, it's just that the tables have turned. Now it's the (virtual) shops you must be wary of.

The overwhelming majority of sellers
on Reverb are not there to 'shoplift,
commit 'petty theft', or 'grift.'

It is your due diligence to select
a valid shop based on simple
criteria:
1) Are the well known, as in Fender,
Gibson, Sweetwater, etc.
2) Do they have a brick and mortar
web site?
3) Do they have a lot of 5 star reviews)
4) Do they have a verifiable web
address? Phone number?
5) Are you using PayPal? Credit card?

Please use common sense.

 

[bucephylus]

As an experienced Reverb buyer, the recounting of your story makes no sense to me.
When you buy on Reverb, there is a
seller's name and a way to directly
contact the seller by way of
'message seller'. There is also a description of the seller's shop, and the seller's feedback score.
If you use PayPal or a credit card,
you have additional protection.

Reverb is a legitimate, useful company,
and piling on snarky comments
is unfair and non productive.
I don't work for the company.

I objectively posted precisely my experience. There was ZERO "snarky" aspect to anything I posted. Please go pick your quarrel with someone else.

And, to be clear, my issue with Reverb is that I have NO way to check on what should be a legitimate order number. There is no human interface via either phone or email. Their version of AI is unable to handle that question.

I have messaged the Seller. Hopefully there is no actual issue with the order, other than Reverb's system somehow mishandling.

 

[bass player 53]

I objectively posted precisely my experience. There was ZERO "snarky" aspect to anything I posted. Please go pick your quarrel with someone else.

And, to be clear, my issue with Reverb is that I have NO way to check on what should be a legitimate order number. There is no human interface via either phone or email. Their version of AI is unable to handle that question.

I have messaged the Seller. Hopefully there is no actual issue with the order, other than Reverb's system somehow mishandling.

You clearly and conveniently left out
the part of your original story that
you contacted the seller. The issue
could have been on the seller- Reverb
side of things as well.

I'm not picking a quarrel with you-
if you don't like dealing with
the reality of AI, don't use it and
don't use Reverb. You have plenty
of other choices.

 

[5StringBlues]

Oooops, was looking for the Unexplained Poetry thread.


Sorry.

 

[BassicJazzy]

This has happened to Amazon too. Used to be if a delivery was mismanaged and the item never arrived they credited you, now all you can do is leave a comment that your delivery "wasn't good" and the reason why. No credit. If you get the wrong item or it arrives damaged you can return it, but if you never get it you are SOL.

 

[groooooove]

FYI they have a new ceo as of months ago.

literally never had an issue until this week. ordered a guitar that came not as described. seller denied return. going through reverb CS has been horribly slow.

once my issue is resoled, i don't plan on using reverb anymore.

 

[gln1955]

You clearly and conveniently left out
the part of your original story that
you contacted the seller. The issue
could have been on the seller- Reverb
side of things as well.

I'm not picking a quarrel with you-
if you don't like dealing with
the reality of AI, don't use it and
don't use Reverb. You have plenty
of other choices.

The OP made it pretty clear that Reverbs system of support sucks.

Why anyone defends the awful AI support that is becoming all to common now is beyond me.

 

[Boneless]

You clearly and conveniently left out
the part of your original story that
you contacted the seller. The issue
could have been on the seller- Reverb
side of things as well.

I'm not picking a quarrel with you-
if you don't like dealing with
the reality of AI, don't use it and
don't use Reverb. You have plenty
of other choices.

It's not like you get much choice anymore. Most online companies will default to AI these days, and if you want to speak to actual "Customer Care", you can... maybe... eventually. It's consumer-hostile and by the way, it's not like you can know in advance that you will have to deal with an AI chatbot because you don't really expect this kind of accounting error.

 

[bass player 53]

This has happened to Amazon too. Used to be if a delivery was mismanaged and the item never arrived they credited you, now all you can do is leave a comment that your delivery "wasn't good" and the reason why. No credit. If you get the wrong item or it arrives damaged you can return it, but if you never get it you are SOL.

I am very surprised to hear this.
I have shopped on Amazon for years,
which has been the 'gold standard'
for customer service. I have always,
including recently been able to talk
to a real representative on the phone.

 

[moon-bass]

A few things - did you get an email with the order and order number from Reverb? I always get one when I order. Also, the AI chat will send you to a human if you ask and/or if you run out of options. Finally, the issue with the Captcha verification might be your browser/computer (corrupt cache, bad session, etc.). On Chrome, right to the left of the IRL, click on the setting icon and clear the site settings - cache, cookies and the like. That worked for me.

 

[rllefebv]

These old, barely used accounts with low post counts, suddenly chiming in with very AI looking responses to drive engagement are getting crazy!

-robert

 

[jnewmark]

I am very surprised to hear this.
I have shopped on Amazon for years,
which has been the 'gold standard'
for customer service. I have always,
including recently been able to talk
to a real representative in the phone.

Agreed. Just recently I had two orders that were delayed a couple of days out from what was the original arrival date. They gave me a gift card for $15 because of the late arrival.

 

[sunbeast]

I recently had a strange Reverb experience-

I found a pretty good deal (not "too good to be true", but good for a package deal) on an old Roland VG99 paired with MIDI controller and GK pickup right after Christmas. Seller ships, but package shows as "delivered" via USPS a few days later to a different Zip code in a city about an hour and a half away from me.

I message the seller and start a USPS lost package ticket on the same day, seller responds a few days later that they are sorry and will go to the post office the next day to try to figure out the deal.

I get a phone message from my local Post Office a few days later saying the address on the package was for the city it was delivered to (but there is no identical address there to mine!) and I might call that post office to see if they can locate it and forward it to me- calling that post office doesn't get me anywhere as nobody picks up and I can't leave a message and I'm not about to drive 3 hours round-trip just to see if they might be able to track the package down..

Seller never responds nor responds to further messages after the single initial response from above.

I wait for a week after "delivery" then start a Reverb ticket about a missing package- initially it seems I am talking to a real person, but they are unable to do much and "escalate" the issue while warning that there is a large backlog of CS tickets and so it might be another week to get a response from an agent. Four days later I am issued a refund with no further communication from anyone about what happened.


I am left to assume that the delivered package was just a decoy to initiate payment to the seller. I know these scams are super common these days, and as long as something shows "delivered" through a tracking system it ends up putting the onus on buyers to deal with the situation. I have had a few past issues where I had to communicate with Reverb staff and was always really happy with the response time and their attitude to the point of feeling confident with using them to sell stuff (as a buyer I can always chargeback as a last resort), but the last time was 5+ years ago. Even though I was the buyer this time, my experience with this transaction has made me think twice about ever selling something on Reverb again as I have a feeling it will have gone the way of Ebay wherein I could get scammed by a buyer and have zero real protection (which happened to me 18 years ago on Ebay via a chargeback from a buyer weeks after leaving me positive feedback)