Is Reverb now wholly unaccountable?

[ahbradot]

And this is why I still shop at Guitar Center.
It's not perfect but I always have or eventually will have a satisfying outcome.
Return policy is awesome.
They are a 10 minute drive away from me if need be.

 

[HolmeBass]

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.

All great advice, but let's not blame the victim here, ok?

 

[bass player 53]

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)

I'm truly glad to hear that you got a
refund. I have to believe that someone
or some process at Reverb was
responsible for your refund.

I will state that nearly all the time
I have shopped on Reverb at
Sweetwater or a shop that I can
verify from their website as being
a legit brick and mortar store.
For individuals, I will not buy
from someone with less than
at least 100 buys and sells.
I read their reviews carefully.
I still feel protected by
Reverb, PayPal, and my credit
card behind PayPal.

 

[sunbeast]

I'm truly glad to hear that you got a
refund. I have to believe that someone
or some process at Reverb was
responsible for your refund.

I will state that nearly all the time
I have shopped on Reverb at
Sweetwater or a shop that I can
verify from their website as being
a legit brick and mortar store.
For individuals, I will not buy
from someone with less than
at least 100 buys and sells.
I read their reviews carefully.
I still feel protected by
Reverb, PayPal, and my credit
card behind PayPal.

Yeah as a buyer ultimately you can lean on credit cards for protection if all else fails- but as a seller customer service from a middle man like Reverb is far more important. I'm not sure I would trust Reverb enough to sell through them again given my experience and other recent experiences I have heard about..

 

[GretschWretch]

As someone who just spent almost double the amount I have ever spent on an instrument with Reverb a couple of days ago, I am not encouraged by this conversation.

 

[bucephylus]

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.

Oh, here we go…doesn't like AI, probably too old.

Give me a break. AI is extremely useful in well implemented examples. Whatever Reverb is using for its "AI" assistant is unable to respond to active order numbers. Can you possibly understand why that is less than useful, given that there is no fall back support?

Also, I didn't "clearly or conveniently" leave anything out. I hadn't contacted the seller yet, because I was struggling with trying to FIND my order on Reverb. Your post did, in fact, remind me of the option to contact the seller directly. Thank you for that.

Reverb has a software issue. The site is unable to look up order numbers; and the email receipt, with link to the order number, connects to an "Are you human" page which just cycles. This is a software problem. The fact that their customer support is now solely tied to a low performance AI tool, which is likewise unable to look up order numbers compounds the problem. This isn't personal. That's what they have.

If you don't want to pick a quarrel, then please stop assuming the worst and most inaccurate personal aspects.

 

[bucephylus]

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 not 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.

Perhaps my post was unclear.

Yes, I received the Reverb receipt including the order number / link. But, when I use that link or enter the order number on the site, the page that opens is an "Are you human" page which just cycles when I check the "yes, I am human" box.

Regarding the new AI chat tool, there is now no link to any human interface via email, phone, or chat to resolve issues beyond the AI capability; which includes looking up orders.

Thanks for the suggestion about browser in use. Hadn't thought of that. I use Safari; but, perhaps that browser is no longer compatible. Though I can otherwise sign in successfully to my account and view recent purchases, not including this one. So, a browser issue would be a bit of a surprise.

 

[EricOnTheBass]

I've bought and sold tens of thousands of dollars worth of gear on Reverb and never had a problem that wasn't resolved. Getting support from Reverb, as opposed to the seller, is slow. But when there is a problem, it's pretty rare that it's a Reverb problem, as opposed to something that needs resolution by the seller.

I've also sold more stuff there, more easily than Marketplace, CL, and TB classifieds combined. To me it's worth the 10% cut that I pay them.

 

[bass player 53]

Oh, here we go…doesn't like AI, probably too old.

Give me a break. AI is extremely useful in well implemented examples. Whatever Reverb is using for its "AI" assistant is unable to respond to active order numbers. Can you possibly understand why that is less than useful, given that there is no fall back support?

Also, I didn't "clearly or conveniently" leave anything out. I hadn't contacted the seller yet, because I was struggling with trying to FIND my order on Reverb. Your post did, in fact, remind me of the option to contact the seller directly. Thank you for that.

Reverb has a software issue. The site is unable to look up order numbers; and the email receipt, with link to the order number connects to an "Are you human" page which just cycles. This is a software problem. The fact that their customer support is now solely tied to a low performance AI tool, which is likewise unable to look up order numbers compounds the problem. This isn't personal. That's what they have.

If you don't want to pick a quarrel, then please stop assuming the worst and most inaccurate personal aspects.

Ok, I meant no real offense.
I have been able to talk to
a real person in Reverb customer
service, but it's been a while. I
did have to cancel a used amp
order, since the seller didn't ship
in the required time (3 or 4 days).
After Reverb got my refund, the seller
explained that he was in the hospital,
blah, blah, blah.

It is Reverb's stated policy that if you
have trouble, contact the seller first
before contacting Reverb.

I hope everything is resolved for you.

I am resolved to the notion that AI
and non- person interaction is the way things are now. I have had a variety
of interactions this way- Xfinity,
Blue Cross, Motor Vehicle Dept., etc.
After a while, I am able to talk to
a human, but it's not easy.
At Xfinity(Comcast), I actually drove
a few miles to their store, only
for them to tell me the issue could
only be resolved by talking on the
phone to customer service (half way
around the world).

 

[bucephylus]

Ok, I meant no real offense.
I have been able to talk to
a real person in Reverb customer
service, but it's been a while. I
did have to cancel a used amp
order, since the seller didn't ship
in the required time (3 or 4 days).
After Reverb got my refund, the seller
explained that he was in the hospital,
blah, blah, blah.

It is Reverb's stated policy that if you
have trouble, contact the seller first
before contacting Reverb.

I hope everything is resolved for you.

I am resolved to the notion that AI
and non- person interaction is the way things are now. I have had a variety
of interactions this way- Xfinity,
Blue Cross, Motor Vehicle Dept., etc.
After a while, I am able to talk to
a human, but it's not easy.
At Xfinity(Comcast), I actually drove
a few miles to their store, only
for them to tell me the issue could
only be resolved by talking on the
phone to customer service (half way
around the world).

Thanks. Completely agree with all of that. In fact, our dinner conversation tonight with our oldest daughter and son-in law was essentially the same topic regarding AI. The better implementations work really well, and will displace many human job functions.

I too have had MANY excellent transactions through Reverb the past two decades or whatever. This is the first time I've had a problem.

And, there may or may not be a problem with the order. I can't tell. The link in the email shows a preview (Apple's new Mail / OS) of the Reverb order page; but, selecting that link goes to the Are you human page. OK, some kind of software glitch.

But, the aspect that triggered my OP was that after unsuccessfully interacting with Trem (the AI tool), I went ahead and called the customer service number. 888-726-2728, which used to go to a human being. Now, it goes to a recording, which states that they no longer have human support, instructs one to use Trem, and then hangs up.

I get it that business practices are changing with AI. But, here we have an AI tool unable to track an order number. And, that just doesn't add up for me. But, YMMV. Brave new world.

 

[bucephylus]

Update: Some hopefully good news: Seller responded that they indeed received the order and will be shipping tomorrow. Thanks to @bass player 53 for suggesting this communication.

Still can't access the order page on Reverb. But, ok.

 

[bass player 53]

Update: Some hopefully good news: Seller responded that they indeed received the order and will be shipping tomorrow. Thanks to @bass player 53 for suggesting this communication.

Still can't access the order page on Reverb. But, ok.

I am very glad to hear this great news.

 

[scuzzy]

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)

similar happened to me. bought an acoustic for a solid deal. shipped, to my zip code. I checked tracking all the way, but for some reason it wasn't showing up on my UPS hub for incoming deliveries. The package was delivered to my town, zip code, but not to me. the sellers account had already been locked. No idea what it was, how they go the tracking, as UPS confirmed it originated from Amazon.

Thankfully, after a few days, Reverb gave a full refund. People suck.

 

[shadven]

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.

Try to open a case. They seem to be more responsive. But, I am losing faith in Reverb.

I found a 1954 P-Bass for sale on Reverb, that had pictures of my bass that I took and posted in the Talkbass "Pre-CBS Club" a year or so ago. It was a totally fake / scam ad. The seller had a location in Germany. I reported it to Reverb and after a few days the ad disappeared. Customer service (AI) did get back to me and said the issue had been resolved.

 

[Grahams Groove]

Update: Some hopefully good news: Seller responded that they indeed received the order and will be shipping tomorrow. Thanks to @bass player 53 for suggesting this communication.

Still can't access the order page on Reverb. But, ok.

Maybe I'm staying the obvious, but if you're looking under "orders" on reverb, that is showing items you've sold. Stuff you bought will be under "purchases".

I'd also make sure your browser or app is updated. They rolled out platform updates in the past where I saw wonky behavior because I hadn't run necessary updates.

 

[Thumpin6string]

When we all are replaced by AI, the world will be so much better.

 

[bass player 53]

Try to open a case. They seem to be more responsive. But, I am losing faith in Reverb.

I found a 1954 P-Bass for sale on Reverb, that had pictures of my bass that I took and posted in the Talkbass "Pre-CBS Club" a year or so ago. It was a totally fake / scam ad. The seller had a location in Germany. I reported it to Reverb and after a few days the ad disappeared. Customer service (AI) did get back to me and said the issue had been resolved.

What you did was commendable, and
appreciated by potential buyers.

A lot of TBers are probably not old
enough to have experienced the
early days of e-commerce. eBay
was one of the early companies,
and it started out with an auction
only model. There had to be trust
that the seller was real, that the item
was real, and that the auction winner
really had the funds. The most
important and central concept was
one of buyer and seller posted
feedback. This is still a key
concept in e-commerce today.

 

[Ben Clarke]

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)

I recently had a similar situation.

Great but not insane deal on an instrument at like 3AM Christmas morning. Check my notifications after people leave the house after Christmas gathering that evening, and I'm surprised to see that it's been shipped via UPS.

I'm even more surprised to look at the details and see that it's a 3 package shipment, each one under 2 pounds, and it's moving from a state the item wasn't, and going to a state I'm not in.

Message the "seller" - "she" initially says she has to go back to the "Post Office" (UPS tracking number, remember) to find out what the mistake could be, because she trusted them to ship it. And she is out of town and wouldn't be back there for several days.

There was the predictable back and forth of calling out their lies - the story evolved to include a petulant son who had actually been the one to ship it, but is being uncooperative with sharing the correct tracking number. The scammer also predictably started getting frustrated and insulting when they sensed they weren't going to get away with it.

I waded through the bot support and managed to get a human assigned. They emailed me asking me to tell them how they could help a couple days after the charges were reversed. I replied that I had explained it clearly more than once in the chat, and I didn't appreciate them wasting my time instead of reading the ticket history first. The seller account was disabled.

I think scammers are picking up on the opportunity to string customers along long enough to push past time limits on chargebacks, knowing that some people will be patient, then have to wade through sloppy customer service processes.

Inspect what you expect and don't wait to follow up. Know the rules and use them to protect yourself.

 

[Ben Clarke]

similar happened to me. bought an acoustic for a solid deal. shipped, to my zip code. I checked tracking all the way, but for some reason it wasn't showing up on my UPS hub for incoming deliveries. The package was delivered to my town, zip code, but not to me. the sellers account had already been locked. No idea what it was, how they go the tracking, as UPS confirmed it originated from Amazon.

Thankfully, after a few days, Reverb gave a full refund. People suck.

Was it a Taylor GS-mini bass by any chance?

 

[KohanMike]

When I reach a robot for support, I don't wait through the dissertations, I quickly say agent, which has the robot ask why, I again say agent, and it transfers to a real person, usually in the Philippines or India.