ThePerfectBass? Not this time...

[ProfGumby]

I am sorry about your misfortune with your bass.

I do have to say I have purchased multiple basses, an Eden head and many accessories from The Perfect Bass. I deal with Brandt on a regular basis and I have always received great service! The reason I continue to do business with them is that they care about their customer and they give a nice discount to TB Forum members.

It sounds like they attempted to help with the situation which is what I would have expected from them.

I have to comment here too. I recently (like last Friday) pre paid on a Squire VM Jazz from TPB. With the price specials in place when I paid for the VM, it is going to cost me a whopping 252 (ish) dollars delivered to my door. To save almost 30 bucks, it is worth the wait...

My dealings with everyone at TPB have been fantastic, and of course the waiting really stinks....GAS......

 

[CaptainWally]

Last monday I ordered a Spector Legend Classic from the Perfect Bass. I was happy when I saw my package arrived on friday. So I pull the bass out of the box and the first thing that happens is the tone control knob falls right of the bass. No bid deal, I can just tighten this up myself. So then I start to inspect the body and sure enough there is crack and dent on the side of the body by the controls. Nothing major, but I just paid for this and its damaged before I can even use it! So I call up the perfect bass and they said I could return it(shipping at my cost, BS!) and wait for a replacement since they didnt have another one or use store credit on a different replacement. Why should I have to return it to just wait forever for another one or get something else I didnt want. So I decided to just keep it since its just cosmetic and pretty minor at that. They were nice enough to offer me 10% off my order, which I havnt seen yet so we will see on that. Im really hoping that this isnt the way they shipped it to me. More than likely it all happened after shipment but theres no way I can tell. Other than that Im very happy with the bass. I just dont think Ill be ordering a bass online again.

Tres stinky. Pay for a new bass and get something damaged? Can't a claim be filed? I filed one after the delivery person dropped off a damaged bass once.

TPB seem like super cool folks to me, although I haven't pulled the trigger on something there yet. 10% is nice, but I'd still be an unsatisfied customer, and that's lose/lose. My return experiences w/ the the big guys have been superior to this scenario I'm afraid: quick replacement, they pay all shipping. It's a pickle - TPB probably doesn't do the volume to offer this kind of arrangement. We'd all rather buy from TPB, but you can't beat the return policy of a big Mall-Wart store. I can play a $3000 Pedulla for a couple weeks, decide I don't want it, and then return it for a full cash refund? Crazy... Mind you, I don't actually abuse return policies at the big stores, but I've certainly used them w/o hesitation.

I think twice about my purchases and returns to owner operated dealers. I was interested in a Roscoe that the TPB had a while back, but I never purchased it because I had never even played a Roscoe and didn't know if I'd even like one. I wouldn't have minded paying shipping both ways to check one out, but I just didn't feel right having some hard working dealer ship me a bass that I would have had at least a 50% chance of returning. I wouldn't have thought twice w/ a big store.

 

[Gard]

I don't agree with the sentiment that TPB did everything right. The bass *could* have been damaged in shipping, but if there is no damage to the box or packing at all, that might not be the case. It is very possible that it was this way before they sent it out. Do they not have a return period? I'm very surprised that they aren't letting you return it for a full refund if they do have one, especially if it's damaged. If it was damaged before it got sent to you, that's their responsibility to fix the problem. If the bass was damaged in shipping and they didn't insure it, that's strike #2 for them. If it was insured, I don't see why they're not helping you more to try and resolve this through UPS.

I would not settle for a damaged bass, regardless of what you paid for it because it's not what you thought you were getting. You didn't buy a blem, you bought what you thought was a new bass. To me, them only offering 10% or offering store credit only is just doing enough to shut you up and insure that they still have your money.

Wow.

Accusing a dealer with the reputation of TPB of knowingly shipping a damaged item to a customer?

:scowl:

Try again.

If that instrument had been damaged, it would have ended up in the "scratch & dent" section of the shop/website, and been sold as such. I know that they also inspect every instrument prior to shipping, so I would say with what is beyond reasonable certainty they didn't ship it damaged.

As for the rest of the issue, they offered a reasonable restitution to the customer if he decided to keep it, or to replace it or offer store credit, I don't see a problem here.

Trying to prove shipping damage takes time (I am speaking from a great deal of experience, both from a manufacturing and retail perspective!), and this resolves the issue immediately without any hassle for the customer or dealer.

 

[lefty007]

I
I dunno, there seem to be a ton of posts here and a lot of my experience with big box stores that say otherwise. I suppose if you are one of the few who falls within their guidelines or have a specific store that does really try to serve the customers needs....

While I too share your sentiment, I think TPB and a lot of other online sources very clearly state their return policies in plain English. It is up to the person doing the buying if the return policies are cool or not, IMHO.

As far as the offers TPB has made, I think the 10% is over the top and a great add on. Also, if the bass they shipped was the last one they had (Make, model etc..) they cannot just fire one out of their backside. If they have to wait to get them, sadly so does the customer.

Oh and Lefty, I don't mean to sound like I am singling you out, you just had a lot of great points that were easy to work from...I respect your position and just have to re state, the return polices, good or bad are, or should be known to the buyer.

No problem, there, Gumby.

I'm just comparing TPB to Musicians Friends. I have bought probably $30K in equipment from them over a period of 15 years.

Their customer service reps are robots and they handle numbers and items - nobody there can tell a bass from a mandolin. . . but they have reasonable prices, great specials sometimes, and great inventory -- They are convenient, nothing more.

They use UPS for most of the shipping, and UPS likes to ruin shipments. I think I have received at least 10 damage shipments from UPS in the last few years, whether the box showed damage outside of not, and every single time Musician Friend sends me an UPS prepaid label and give me a full credit, even on express shipping if that is what I ordered.

I just think that any store selling over the Internet should be prepared to accommodate the customer in the case the carrier messes up. It was great that the TPB offered 10% discount, be there should have been the option to return the item with prepaid shipping and for a full refund.

Maybe Musicians Friends and many big retail stores have created a bad habit in consumers with such return policies.

I could see how such policies (in MF's case, 45-day money back, and paying for shipping on damaged goods, and no restocking fee ever) can hurt small stores. Big corporations have the luxury to absorb massive losses, because their profit/volume is higher and they have corporate capital backing, etc. etc.

BTW, I would be nice if the OP posts a picture of the damage, to see what are we talking about here.

 

[Pietzsa]

I'll come to their defense also. If you ever actually go to their store and check out what is in the "Scratch & Dent" stock you'd be greatly surprized. They put stuff in the S&D that 95% of shops would happily sell you at MSRP with a smile in the same condition. I spent over 4 hours with Brandt playing just about every boutique bass they have in stock, found what I love, and made the purchase there. Nothing but the absolute best treatment available with no pressure, and knowledgeable workers. James, the owner, is a reasonable person who is very concerned with the customer's interest.

 

[CaptainWally]

I'll come to their defense also. If you ever actually go to their store and check out what is in the "Scratch & Dent" stock you'd be greatly surprized. They put stuff in the S&D that 95% of shops would happily sell you at MSRP with a smile in the same condition. I spent over 4 hours with Brandt playing just about every boutique bass they have in stock, found what I love, and made the purchase there. Nothing but the absolute best treatment available with no pressure, and knowledgeable workers. James, the owner, is a reasonable person who is very concerned with the customer's interest.

That's the best scenario of all! Having a great local shop like TPB. Then you don't need a return policy since you can be assured you're satisfied with whatever you leave with!

 

[lsu921]

I’m a local and long time customer of TPB, and I also know the owner James pretty well. I can tell you that every instrument that comes in or goes it is looked over extremely well. If it were damaged when they received it, it would have gone to the scratch and dent section. If it were damaged while in the store, it would have been caught before it went out, and you would have been contacted. Knowing how they operate, my guess is the damage occurred in transit.

If they said they’ll refund you 10%, then they will. $50 is about the same as return shipping, so I’m sure if you were unhappy and pressed the issue, they would work with you. Seems like you’re okay with what they’ve offered. Its unfortunate things like this happen, but when you ship items there’s always a chance. I’ve had two basses get a little banged up in the last year, and they were both in HSC’s.

 

[jlepre]

Sounds like they did everything right to me. Stuff happens sometimes, they look to me like they have looked after you.

+1 Plus I have ordered from the perfectbass.com and never had any problem. Perfect bass just like they promised. I would send it back and get a replacement.

 

[LightGroove]

Well I had a issue with them prob. 6 or 8 months ago. I purchased a Gallien Krueger combo from them that they has addressed to thw wrong place. It took me a few days to straighten it out. Anyways after 2 weeks or more the box arrives and wallla the amp was damaged. VERY VERY poor packing job to be an amp. Basically it was stuck in the box with no protection. I opened the box AFTER the driver left. I believe you have a time period to inspect. I contacted TPB immidiately the following day and was told to take pictures and that the shipper would be there to pick it up a few days later. Well a week went by and sure enough the driver arrived. Once I forwarded the tracking info. they gave me a full refund. Well 3 weeks went by and what do you know I have a package. Low and behold its the same box and the same damaged amp.. Apparently they declined the return shipment..not sure why. I sent it back again and haven't heard or seen a thing since.

Moral of the story is I believe they do insure their shipments so something isn't right. Maybe get some clarification as to why you are responsible. Do they have an agreement posted somewhere? Hope this is just a fluke and not a sign of things to come.

I will say Brandt and James were very concerned and helpful.

 

[Essthreetee]

I just purchased an amp through them...one they don't even carry. I called Brandt and asked him if they could get it...he called me the next day after checking some things, gave me his price (Lower than anyone else's and free shipping, no taxes to boot)...just received it...couldn't be happier. Everything was checked...everything worked, and I love the confirmation call to make sure all was received in good order and all...I will DEFINITELY be doing business with them!!!!!! Just sharing my experience. Sorry yours was not the same...although it sounds like you are now happy with your guitar...dent and all...