Problems returning an online bass purchase

This has been driving me a little nuts so I figured I'd use TB as an outlet. I'm hoping you guys can chime in and tell me if I'm being unrealistic, overly dramatic, or if my concern is justified. The scenario is as follows:

• Purchased a bass (B stock) on Reverb on 5/28.

• Received said bass on 6/1. The neck was out of whack and it played like crap. Could not get the action where I wanted it so I requested a refund. The seller has a 7 day return window for this item.
• Was able to get a hold of them on Reverb for a return #. Sent the bass back via UPS (which I paid for out of pocket, per their policy) the following day and it was delivered to their warehouse on 6/5.
• Have contacted them several times since. First they told me 3-5 days, then 5-7, then 7-10, and finally "please just give us more time".

It is now 6/16, over 10 days since the bass arrived back at their warehouse. I have reached out to them again asking to please just acknowledge that they have received it. I've sent a message to Reverb yesterday also asking for their help. Have not heard anything from either the seller or Reverb yet.

I've never been in this position before. Usually I don't return purchases like this. The one time I had to send back a bass I purchased online it went very smoothly (Musicstorelive).

Not sure where to go from here. At what point should I file a dispute with the bank who funds my credit card?

 

Oh yes. The tracking number was sent to them as well as a photo of the UPS store receipt. The tracking number, which can still be accessed by searching it on the UPS website, shows that it was delivered to them on Friday, June 1st.

The last communication was Friday of last week (the 12th) which they replied "We ask that you give us more time".

 

No that was from the seller.

Reverb has not responded to me yet, though I just sent my first message to them yesterday.

 

They received the return on Friday, June 1st- over 2 weeks ago.

 

I am. It's not a super expensive bass- about $700 that they owe me. But my brain goes to worst case where I'm out $700, have no bass to show for it, out another $50 for the shipping I paid out of pocket to return it, and get charged the interest fee for that purchase if I don't pay it off in another week and a half- which I won't because I'm expecting a refund or else I'm disputing this charge.

 

Yeah, as I said, I have contacted Reverb. Just haven't gotten a response from them. I've never had to file a credit card dispute in my life but I'm not sure what else to do here. I feel like they've had ample time to get the ball rolling on this and they just aren't, and on top of that they are taking days to respond to me. All I was asking for was a simple confirmation that they have received it and are processing the refund. Here we are again approaching the end of another business day for them and still nothing.

 

Just to clarify, the seller is a business- a rather large one from the looks of it considering they have a separate warehouse in another state. I've sent them another message and this time they know I mean business. My next step is to dispute the charge.

I feel like there's no excuse for it taking this long. It's just bad business.

 

Yea I should have checked their google reviews before ordering. Their reverb reviews are great but they are trashed on google, with a lot of people complaining about the refund process.

 

thanks for this. I will certainly give reverb a chance to go to bat for me before disputing.