scam alert: geartree.com

[goodweather]

Hi everyone

If this isn't the right forum/goes against the rules, feel free to move/delete this posting.

I just wanted to report on my inability to contact Geartree (http://www.geartree.com) to arrange for a return of a misleadingly advertised product. Fortunately for me this was just a minor item, nothing expensive. They do not seem to pick up the phone and do not reply to emails submitted through their online form inquiring about returns (and I did check my junk mail folder, in case replies had mistakenly ended up there).

If you are considering buying from them, at least try to contact them by phone before doing so. If you cannot, avoid them and order from a reputable online seller.

M

 

[Bruce Lindfield]

How was it misleading exactly....?

 

[goodweather]

Hi Bruce,

I ordered a simple gig bag for a cheap Yamaha bass:

http://www.talkbass.com/forum/archive/index.php/t-170114.html

As you can see, they refer to it as "Yamaha EBGB Bass Guitar Gig Bag" and prominently display the Yamaha logo on the left. When you receive the item, it is actually a Kaces.

First I informed them, since in general I don't actually mind how stuff is branded. No reply. Then I tried calling; no one picked up the phone for at least 5 minutes. I wrote them another email; no reply.

I would like to remove the "scam alert" reference: they are not a scam (well, I did receive A product in exchange for my money), but just offer poor customer service. If you search these fora you will find references to Geartree advertising products which will only be released in several months without mentioning that they don't actually exist yet (http://www.talkbass.com/forum/archive/index.php/t-193006.html) and
http://www.talkbass.com/forum/archive/index.php/t-170114.html.

They do have nice ebay.com feedback (Link Removed., so they are not a scam. In my (repeated) experience their service simply sucks compared to other better known online retailers.

M

 

[Candy_o]

GearTree are still sleazy scammers now. They got me. Sold me refurbished/used bass as new. Cust service is terrible. Had to file an Amazon claim because thats where GearTree was selling it. Item box was a badly smashed mess, opened and re-taped. Ship label was applied over the broken manufacturer seal in an attempt to disguise its used condition. The protective plastic/label on body, pickups, pick guards was lifted and it appeared to have been reapplied because it was curled at the dirty edges with fingerprints and food crumbs, and crudely stuck back on the guitar. The gig bag had no tags or seals. I think they sell gig bag bundles so they can explain away the broken seal boxes, lack of manufacturer packaging and all open boxes.

I sent photos to the seller. Their reply was basically that the guitars come to them that way from Fender, and he actually gave me Fenders phone number! Said to return but would not pay for the return or help me further or respond to my inquiries anymore. They have no integrity. Beware because they have many listings for just one of each instrument in bundles, and based on the condition of this I suspect they are floor samples or used, but not new.

Here is the actual email I got from Matt at GearTree when I sent photos and before he stopped answering me:

Thanks for the info. Honestly, I have seen tons of these and that is what they look like as they come to us in that same package from Fender and the box already looks beat-up on occasion before we ship it back out. Sometimes the adhesive wears off on the clear protective layer and can lift up on the edges.

If you'd like to return it I would be happy to process a return for you or if you'd like to contact Fender with the serial number they will be able to confirm that it is brand new and has never been registered. They can be reached at 800-488-1818.

They would not pay for the return or help me further. They have no integrity. Beware because they have many listings for just one of each instrument, and based on the condition of this I suspect they are floor samples or used, but not new. I saw a CL ad and they were liquidating and closing one of their stores in March 2018 at the time I got my bass. I now wonder if that’s where my customer return or floor sample came from.

Amazon claim process is a hassle, so just avoid GearTree!

 

[Candy_o]

Just to follow up... they then sent me a really nasty email trying to get me to remove my negative feedback from Amazon and lied on the feedback page telling customers that they offered me a refund and paid return, which they absolutely did not. They are crooked and I’m surprised Amazon is still allowing them to sell on their site.

I did however get this actual email from them, so you can see just how shady they are:
From GearTree Customer Service: 2018


Apr 3, 10:05am
You don't know what you're talking about Xxxx, to assume that because we're closing one of our stores that we're selling those items on Amazon is a huge stretch and completely untrue. If that's what you want to believe we can't stop you but your imagination is a bit too active.

I just noticed that you left negative feedback and you're giving us no incentive to resolve this for you peacefully. We were willing to provide a prepaid return label right away and then you filed an Amazon claim and left negative feedback which is not helping the situation.

We're not required to provide you with a prepaid return label but if you'd like to remove the feedback I will provide one for you as a courtesy and save you $50-$60 in return shipping. Just let me know if you'd like to do that. Thank you

To remove third-party seller feedback:

1. Go to Your Submitted Feedback .
2. Click the "remove feedback" button

--
Matt
Geartree Customer Service

 

[Deak]

It's just me, but if I owned this business, there would be a "Come to Jesus" meeting at 8:00 am. Required or fired. Like I said, that's just me. The gentleman who wrote that letter will no longer be needed, so he is excused from the meeting

No yelling or screaming but my employees would get a cram course in positive sales technique. Oh, and customer respect.

 

[Candy_o]

Believe it or not, I think that hostile “customer service representative” Matt is one of their co-founders (Matthew Chilvers) and owners. Nice right? What I cannot believe is that Amazon is allowing this to go on, and then allowing THEIR customers to be threatened by marketplace sellers. With his email threat: “You’re giving us no incentive to resolve this peacefully”, and their feedback extortion sounds like it should have been enough to get them kicked off as a marketplace seller, but apparently not.

 

[The Batman]

Interesting. I have been dealing with the same issue from Gear Tree for the past two months and Amazon has been no help. They sent me a "new guitar" with finish peeling and dents. I asked for a discount since it wasn't new, they said its Fenders issue and would only send me a replacement. The replacement arrived, looked great but had an issue with a bowed neck, buzzing on frets in std open tuning. I decided to get a refund. In return transit there was a mix up and the guitar got damaged further by UPS and returned to me with a crushed face. The owner MATT basically described it as a my problem and since they got paid too bad.

I am glad it was only a $400 guitar. I acknowledge the return issue happened on my watch. But if they didn't send me two POS guitars I would not have to return it. I suspected that they sell refurbished or seconds and now I know.

Word of mouth is the best and worst form of advertising. Please continue to tell your story, I am going to type up a nice editorial of my whole experience when it is over and post it to my small following of 10k people, some of them have to play guitar.

And to add insult to injury, After I worked alone for 2 months to try and resolve the damage with UPS, the claim was approved only for the basic level of $100. The check is being sent to Guess who? Gear Tree! and if I want it I need to send them the guitar back! Ok that is real class. How I would have handled it if I ran the company is A. Follow the process through to the end, they after all sent TWO bad instruments (the owner claimed the second was "perfect" but it was never in wrapped from Fender, and he tried to say that I was the only person in the stores history to have a problem with a guitar they sold! Check out their own video of taking a sledge hammer to a returned guitar, hmm we have Luthiers that repair damaged instruments for Veterans, guess this guy just takes pleasure in destruction). B. I acknowledge the return guitar received further damage then what they sent, but I also am aware that a dealer does not pay full retail for their products and as an act of good faith maybe sold the guitar at dealer cost since I can not play a busted instrument. Nope! But hey I will tell my experience EVERY CHANCE I GET!

Amazon had been no real help, they want to try to get me the $100 at least but, I will be closing my two credit cards with them and closing my account. Amazon prices have been matched at most of my stores I do business with so I will use them for that with out them getting a further cent.

 

[William Stone]

I ordered a pedal from GearTree on Amazon late last night. This morning I read some of the reviews from their customers, and cancelled the order. Apparently GearTree has not changed their practices in the 19 years since this thread originated.
I don't think I'll be subject to a restocking fee since there was probably zero movement on the order before it was cancelled. But if there is, I'll be able to post a review and it will be money well spent.
I have grown to dislike Amazon and use them less and less, precisely because when I've needed actual customer service, the types of situations described by previous posters tend to occur. I was once charged multiple times for an item I never even received. It's not worth the hassle, especially when I can get good service from local independent stores or Sweetwater.