Reverb.com
Reviews and Complaints

This is not a trustworthy company. I selected the "pay with affirm" tab at checkout, and my account was charged the full amount. Textbook bait and switch. Naturally there is nothing that can be done about it. I either don't get the instrument and wait who knows how long for a refund or I suffer through the unexpected financial blow. They offered me $63 per month payments, I accepted, and they charged me nearly one thousand dollars. There is no one to talk to. No humans reachable by phone. Customer service is a joke, just generic email responses with no solutions offered or admission of guilt in any way. I can not be the only person who was lured in with a payments offer and then charged the full amount. They asked me to send them an email I should have received from affirm, but that is not a real thing. Essentially it is as if I'm being asked to prove that I chose "pay with affirm" at checkout... but I was never re-directed to any kind of affirm website or anything. They just took my money. What does affirm have to do with anything if you've already taken 100% of the total cost directly from my bank account? Why would you have a payment option that says "pay with affirm" that when selected automatically charges your account the full amount with no mention of affirm? I'll never buy anything from these swindlers again.

I would strongly recommend that you choose another way to sell your instruments. I sold a guitar using reverb and my money just sat in limbo long after the customer received the guitar, acknowledged the receipt, and left 5-star feedback. After the sale, the customer and I agreed to meet for the delivery of the guitar. When I set up the add I set it up for shipping or for local pickup to be an option. The sale was made on June 17th and I am writing this on June 23 my money is still sitting in pending status. It seems that the hangup could be that their system holds payment until a tracking number shows delivery. Because the system required the entry of shipping information to close out the sale, I made up a shipping number and selected "other" in the shipping method. I messaged customer service and have not heard anything other than an automated response saying due to high call volume it could be at least 48 hours and possibly longer to get a response. I will never use Reverb again. I've sold on eBay for years and have never had a problem. I'm not a difficult person and just want help. After this experience, I looked at Reverb's feedback and it shows a "poor" rating. I saw a lot of negative feedback for situations a lot like mine. I am going to be posting a negative review with the Complaintsboard.com and recommend that other users that have had bad experiences do the same.

Buyers beware of Reverb.com! For one, they're items are way too expensive! For two, I ordered what was described as a 'stellar' vintage 16x16 *** 'Clear Vistalite' floor *** drum for $778/shipped. I presume it was the shop owner who called me the day it arrived here to let me know it's out for delivery and then how well he'd packed it for shipment. Quote unquote"...you'll be able to start your own shipping company with all the wrapping...". When the bulging bow that was way too small to use for this drum arrived I noticed several large punctures (thanks to *** package handlers). Sure enough the floor *** had a 1 1/4 L x14" W x 1/8" deep gash on the side! The box was way too small for the job, the drum was wrapped twice in shrink wrap, 19 paper coffee cup carriers, 1 egg carton & a hand full of air cushions. As an 'added bonus' the drum had a bent drum hoop & head that wasn't even mentioned! By all rights I should've sent it right back to sender but I didn't. Now every time I look at that floor *** it reminds me to first, always read the reviews of the folks your about to do business with from other dissatisfied customers who also, unfortunately, learned the hard way. My only option here was to give Reverb.com LLC a 1 star rating in order to write this review...when actually I wouldn't give them a star at all! Musical instrument buyers beware, do not do business with Reverb.com LLC !

I bought two items on reverb recently. One was an amp that at first had a bad channel, later one of the power tubes blew up. After I submitted a refund request on the app I was contacted by a "Resolutions specialist"..."Nick W". We emailed back and forth, I took pictures of the amp and a video like he asked me to. Once he received that info he got back to me and said they would pay for a repair. After that he dropped off of the face of the planet. Not responding to any more of my emails. I simply wanted to get instructions on how to give them the invoice for the tech who would fix the amp. Haven't heard from him since. I called the reverb phone number and it was impossible to get anyone on the phone. I contacted the seller who told me that Reverb said I never responded to their offer to fix the amp. I also ordered a celestion speaker from another seller. It was supposed to include free two day shipping. I was sent two tracking numbers. Neither were for a delivery that was even in my state. I contacted the seller and they sent me a different tracking number. It came from a completely different state, once the item shipped and I finally had a delivery date, it was then changed due to an unreadable bar code. I still haven't received the speaker. And I still haven't received any correspondence about how to get my amp fixed. This is the absolute worst experience in my life of buying musical instruments and I will never use Reverb again

In January last year (2020), A software bug in Reverb's system incurred over $180 charged to me from duplicate shipping label fees. At that time, they recognized the issue and gave me a full credit. It happened again this January where It can be seen that I paid the shipping label fee, but they are now charging me again saying it is an "adjustment from UPS". I weigh and measure all packages accurately and take them to the UPS Store where they verify weight and dimensions and scan the label, so I know the shipping charge was correct.. It's odd that this occurs in January twice, this year and last. Reverb customer service told me to pay the doubled up charge or I would lose access to their online shipping system. What they have done to me is illegal. Reverb customer service really is bad since they sold the business to Etsy. Reverb seems to have a software bug that surfaces in January the year, but they blame me, make me pay the extra charge and threaten me with removal of services on the Reverb site if I don't pay the extra charges. Next, I will file a police report with the Chicago Police Department for fraud on their part and I would recommend any other Reverb users do the same if you feel their activity is illegal. Perhaps that will make them think again about the software bug trumped up, illegitimate charges they bill to their sellers. It's fraud on their part. Undocumented, unsubstantiated fraudulent charges. They have not supplied any written proof to me that the charges are valid. They just insist that I pay them.

We were a Reverb seller for 7 years with all 3 premier services badges and over 4,500 5 star reviews. We were posted on their home page as a premier builder. Then on Jun 12, for little to no reason at all (reason that had been previously known to reverb staff for a long time) A reverb employee name Mr. decided to suspend our account with out notice and immediately refused to communicate with us via email chat or telephone, though no one has answered the phones there since around October. We are not interested in having our account reinstated but what Reverb did is completely block or erase our ability to access standing customer orders as well as financial reports and listing detail information that IS OUR RIGHT to have access to as we paid all of our reverb Fee's every month and owed them nothing. All we are asking is access to the financials and item listing descriptions so we can copy and paste them into a word document for republication on our own website. Ever since Reverb was acquired by ***, it has been nothing but problems with deposits, deposits disappearing and never posting and reverb issuing refunds for orders that had already shipped. I am not interested in a canned response from Reverb, which seems common stating "We apologize for the inconvenience, we will make our support staff aware and they will be in touch" that will not work. I want access to the item listing descriptions and sales reports. I will not post items or message anyone, we are not interested in working with or for reverb at all, what so ever.

I have been using Reverb.com for over six years, with a 5 star rating (buying & selling). Never any complaints about me. Last month I questioned a seller to help me understand why was he selling a particular (Kay) refinished guitar for a higher than market rate ? I honestly (and sincerely I thought) told him that I remember when you couldn't give those away in the 80's. Why are people looking to retire on low end vintage gear? Apparently he didn't like his feelings being hurt, and reported me. In the interim, I contacted the 'chat line', and asked what is the general consensus for what % does a guitar loose it's value for that instance. Their answer to me was that's too broad of a question. I was fully aware that model, manufacturer, and year all have different values (not my first rodeo). I said that it really wasn't a hard question to answer. I wasn't expecting a cast in stone response, just a ball park figure would have helped. He replied back that I was being condescending and offered no more help. I told him never mind, and that this chat was no help. Needless to say my account was being put on 'review'. If I wanted to be reinstated, I would have to open up a new account, with previous ratings erased from my account. I closed my account anyway. I'm not being bullied from some corporate snot. They have become too corporate for me. In addition, who needs the 5% increase for fees? They blew it when Etsy acquired them ! A lot of 'mom & pop' stores helped put them on the map by using Reverb. They brag about being all about the musician, ya..., right !

I sold a guitar to a buyer with the condition and imperfections listed as well as pictures. *** wanted a refund stating the condition should have been listed differently although the listing described the guitar and pictures to show the condition. Reverb emailed me with an approved refund request and stated that the condition should have been listed as fair but based on their own criteria of listing conditions the guitar is good or very good. I listed as very good from a drop down box during initial listing because it was cosmetic but also explained the guitar had lots of scratches,dents,dings,and chips as it is a players guitar. No cracks or breaks or anything affecting the playability. Fair condition says cracks or defects that affect the functional and playability of the guitar which was false. They overlook the listing details and pics and base the refund on a subjective choice from a drop down box. Why explain anything if thats the case? I sent 3 emails to the Reverb Customer support and didnt get any response to why they made a decision to refund someone without my input on why thats not justified. I emailed the support team separately from the original person I dealt with...no response or explanation. I agree to refund the guy since he isnt to blame and Im getting ignored by Reverb and as soon as I refund the *** person emails me to issue refund within 48 hrs of getting the guitar back! So they blatantly ignored anything I asked or wanted clarification on from 4 different emails. Someone questioning my integrity because they dont want to do there job is a double slap in the face.

I was a 5 Star Preferred Seller on Reverb from 2013 or 2014 - very early on. I earned all the badges and took my account very serious. I had over 400 5 star reviews on 2 accounts. All was peachy until issues with unscrupulous, scamming buyers kept trying their luck. An incident last Summer lead to my account being shut down, because I wouldn't refund a buyer, who I knew was lying about a pedal being broken, because I tested it before shipping, like I do every item. They claimed that something was lodged in the pedal's on/off mechanism, preventing it from turning on. This customer claimed to have had it taken to "a guy they knew in electronics" to repair it, but sent it back anyway, as they were offended by me calling out their BS. Upon receiving the returned pedal, I inspected it thoroughly and not even a fingerprint could be found inside the pedal, where a repair would have been made. Bogus claim for sure, but I knew that already, as the pedal was mint and working when I sent it. Now that I refunded the buyer, I requested that the negative feedback left by said buyer, that was marring my account, be removed. *** told me that it was not Reverb's policy to remove negative feedback from a buyer after a full refund had been issued, although I knew that it was, and another representative had confirmed what I knew to be true. When I sent a screenshot of his colleague proving that *** was wrong to ***, suddenly I was suspended and never let back in again.All because of someone's feelings. When I asked via painstaking email correspondence, what I had actually done wrong or what policy I had actually violated, they NEVER GAVE AN ANSWER.This company is run by a group of man-children - mommy's special little boys, who cannot handle being told and shown when they are WRONG, and instead of correcting these mistakes, they punish us who point them out. "Its mistakes are shrouded, not corrected; its dissenters are silenced, not praised."Pathetic. DO BUSINESS ELSEWHERE.

I have been a seller with Reverb for years and have had no issues. I have been a great seller and have sold more than $20,000 worth of gear with them and have all 5 star glowing reviews. My most recent sale was a *** Slash ***. These are $3000 new and I let this one go for $2000. With shipping, insurance and seller's fees I made just over $1700 on the sale. I included a detailed description with tons of pictures and I made a video where I said the buyer's name and the date. In the video I showed the exact condition the guitar was in in great detail. I had marked that the guitar was mint, but it had a blemish on the bottom side. I detailed the blemish in the description, the pictures and the video. The buyer receives the instrument and messages me the next day saying he wants a refund. He said the guitar is beat up and has marks all over it. I denied his refund and explained that it was in perfect condition when I sent it provable by the video I took and sent the night before shipping it. Well Reverb took more than 2 weeks to even address the dispute. less than 24 hours after addressing the dispute they sided with the buyer and authorized the return. I told them it was a scam and that I would not refund him. Sure enough I get the guitar back and there is thousands of dollars worth of damage to it. The buyer intentionally damaged the guitar. Looks like he chucked a handful of dimes at it. scratches and dents everywhere. I tell Reverb and they say oh sorry we will give you $200 for compensation. I asked to have the case sent to a supervisor. The supervisor says well we will give you $750 total for the damage. Obviously I decline this too. Reverb decides that I am responsible and the seller gets off clean even though hes the scammer and I am the seller with a perfect record. Reverb said I can send them the guitar and they will sell it themselves and they will cancel and delete my account. Reverb failed today. They let a scammer with and lost a great customer.

Wow...as I read the other 146 complaints, I see that Im not unique. The overall TRUTH is Reverb does not care AT ALL about sellers, only buyers. I sold a guitar to a buyer that received it signature required. He accepted it without issue. He then (presumably) unboxed it, and left me a FIVE STAR REVIEW with the comment "Beautiful guitar!". Approximately an hour and a half later, the buyer contacts me with a "chip" on top (his term). I explaimed that I had extensive pictures just prior to shipping and it didnt have any chips when I sent it. He then stated it could have happened during shipping. Make a long story short, it turned into a dent, and judging from the pictures I viewed, its big enough that I just cant see how buyer looked at it enough to determine "Beautiful Guitar", but miss this rather large dent. Reverb became involved an was completely unwilling to consider the above facts, the fact that the box was torn, not punctured, and that bubble wrap on the guitar wasnt damaged whats so ever on the spot where the dent occured. After going back and forth with an employee, he stated to me that "a return shiiping label will be provided tomorrow". When I responded with a request for an explanation, I got no response. I decided wanted to speak to an actual person to discuss what said employee just left hanging in the wind. I had to go to the Complaintsboard.com website to actually find a published number. All it does is refer you back to the internet, then hangs up. is it not 2021? How does a big business get away without having a working phone number? This is completely shady. So I guess now, theyll just run and tell the buyer they forced me to refund him, and wait for me to do just that. What a joke. To not review anything I submitted? Well, as I stated, I see the reason why in ONLY THREE YEARS, theyve racked up 146 complaints. Hmmm... no working phone, 146 complaints in a short time, a copy of this will also go to my state attorney general, and itd be nice if the Complaintsboard.com would look into this, as its a frequent complaint. If I have to, I will grant the refund, and make sure I NEVER USE this crooked LLC again. Anyone I kno wont either. Additionally, how many complaints are you allowed AND STILL BE a Complaintsboard.com Accredited Business with AN A+ RATING?!?

Bought a 10,000 1970 Gibson Les Paul 3 pickup Custom. Description states "Incredible 'all original', very lightly played Gibson Black Beauty Custom. 1960's pots and pickups, build date 1969 for the 1970 model year." the seller was California Dream'n Guitars San Francisco, CA. Once I received the guitar I found that is was not an original 3 pickup guitar and the sellers explanation contradicted his description " Greg, I did the black lite on the guitar with middle in place. The bridge and neck pickups were pat #s stickers. The luthier in Boulder at Woodsong did the re sorting out of wire mods and put the middle pup at bridge (switched) to match the ohms to factory. It was common for Gibson to take an uncirculated custom and add a mid rout for third pickup." When I tried to return it the seller wanted me to pay the shipping and restocking fees. When I asked Reverb to help them stated "This is Alex at Reverb Customer Engagement. I wanted to check in after your chat with us. I found your purchase on Order # 8***17 for the Gibson Les Paul Custom, 3 pickup Black Beauty. My sincere apologies for the hassle within the dispute of this order to date. That being said, unfortunately we will not be able to fully investigate this situation nor enforce the seller to accommodate, accept a return or provide a refund, due to the outreach in regard to the issues claimed being initiated well outside of both the seller's return policy and the Reverb Protection window. The seller's return window was 3 days after delivery and our Reverb Protection window is 7 days after delivery. The guitar was delivered on the 9th of June and you did not raise any claims until the 27th of June." So I filed a dispute with *** and when I did Reverb shut down my account and said they would only reinstate my account if I dropped the dispute. Here is there message " The seller notified me that they are no longer extending the option to return this instrument, and as previously stated we cannot force them to do so due to the timeline of issues reported. Once you've closed your PayPal dispute against Reverb I'll be glad to have your account standing reinstated. Thank you. Best, Chris K. Resolutions Specialist This to me is extortion and why Reverb does not back their buyers is ridiculous, so anyone can be misleading in their description and Reverb will not help you. Ebay backs buyers and sellers so for anyone buying a guitar I would do it through e*** from now on.

The sellers and buyers may be real and legit but the company that provides the platform (Reverb) are doing some questionable business practices to say the least. I ordered something and when it arrived it wasn't at all what was described. It was a guitar that was a completely different color than what was listed. Not a big deal, it happens, right?So I contacted the seller, said it wasn't what I ordered, the seller sent me a return shipping label, and said they'd refund me once they received the item. A few days later, the seller said they refunded me the money. Only problem was, I didn't have the money. Reverb's site even said, "Item Refunded" under my profile's transactions but I still had no money in the account for the card I used to purchase the item. After multiple emails to Reverb Customer support, I was finally told the refund was processed and to check with my bank in case it was lost. They gave me a pdf receiptto provide my bank with as proof. My bank came back to me and told me that there's no record of this transactionever occurring.I went back to Reverb and without any explanation as to what happened to the initial refund, they told me they'd honor a "one time" refund through PayPal. That's odd, right? Why would a reputable company ask to do a PayPal refund when I never used PayPal to purchase the item in question?It's now been 15 days since the seller told me they refunded me so I was beyond frustrated at this point. I provided my PayPal email to Reverb to issue the refund.A few days later, I was told by Reverb the refund had been issued to my PayPal account but yeah, you guessed it, I didn't have the money. I told Reverb I didn't have the funds and they told me to check with PayPal. Now I'm seriously reaching my boiling point.I told them PayPal transactions are pretty much instantaneous so they either sent it or they didn't. I wanted proof they sent (a screenshotor something). I didn't hear back for nearly 5 days. After 20 days (I'm not exaggerating), I finally got my refund via PayPal fromReverb. However, they had me incur the cost of *** fee from my refund. Less than $10 but that's not the point. I shouldn't have to pay anything to get the full amount of money back that I paid for a returned item. They never told me why they couldn't just refund the card used for the initial sale and at this point, I don't even care. They also offered me nothing for my trouble. I'll never use this site for business again and I would suggest you don't either. They don't even have a telephone number you can call and speak with a real person. Just fake names, chat, and emails. Stay away from this site, you've been warned.

Horrible company! I tried four times to order two products. EVERY TIME they were cancelled because the seller claimed they no longer had them in stock. Once, sure. Twice, maybe? BUT FOUR TIMES?! This business is sketch! DO NOT do business with them. I wish I had looked here first. So here is the scenario. The sellers list 4 or 5 available on their page. You click and purchase one. You get a confirmation email. You think you are fine. Yay! Product will ship soon. NOPE! The next day you will get a message saying they "oversold" the item and then they refund your money. Why do this? No idea. A waste of their time and mine. Meanwhile, because it takes 3 days to get your money back, you are out the money you gave them until it finally shows back up in your account. I did contact their customer service and they did basically nothing. They gave me a $20 credit (which I do not want or need because I will never do business with them again). I thought I would post the full conversation with the customer service rep so you can see what happened. Moral of the story? Stick with Sweetwater or *** or some other honorable establishment.# Reverb ## Chat started on 11 Sep 2021, 06:11 PM (GMT+0)(06:11:25)*** joined the chat ***(06:11:26)*** Why do you allow people to pretend like they have things in stock and sell them when, in fact, they dont have them and they waste peoples time. This is the worst service I have ever used. This is happened to me four times! If I were you guys I would be extremely concerned over the practices of the people that are using Your service.(06:11:29)*** joined the chat ***(06:11:40)*** Hi! *** at Reverb Customer Experience here!*** Im sorry for any frustration! We always ask our sellers to keep their stock levels accurate on our site. Is there a particular listing where this had happened to you?(06:13:18)*** Can you see my history? Its every transaction Ive done with you guys. Multiple times. They have held my money. And it takes 2 to 3 days for it to get back in my account. Which prevents me from buying the next thing I need to buy. It is 100% unacceptable. You can even see that I left a review for one of the people that did this to me. Every single purchase I have tried to make through river has failed because they say they dont have it in stock. Even though, their listing shows that they have four or five in stock.(06:13:44)*** One moment while I take a look at your account.(06:14:18)*** The last one that did not have them in stock still showed they had four in stock when he sent me a message and said they had zero in stock. Then he tried to sell me something completely different. I didnt want it. And now my money has not been refunded or anything. He still has it as an open listing when its not.(06:15:51)*** It looks really bad and reflects really poorly on you guys. Thats the problem. In my opinion these guys need to be booted off of your store. I fully something very weird is going on with that.(06:19:25)*** I'm sorry for any frustration with your orders. Unfortunately, stock issues do happen from time to time. We do understand it's a frustrating experience for buyers. As an accommodation for this experience, we'd like to offer you $20.00 in Reverb Credits as an accommodation. Reverb Credits are like store credits and can be used to make purchases on the site.(06:20:52)***, I have a question for you. You honestly believe that out of four or five transactions that every single one of them has stocking issues? That is statistically an impossibility.(06:21:41)*** I dont need the $20 credit. It just sounds like you guys have a broken system that needs to be fixed before you have a viable service that helps people buy used and newer gear.(06:22:40)*** Do you have an escalation chain? A way to talk to somebody who can understand the problem and do something about it? Thats what needs to change. Youre letting these people get by with using your system to create poor experiences for your customers. They have no checks and balances, do they? It doesnt seem like it.(06:25:10)*** Im sorry for any frustration. In this case, I do believe it is an unfortunate coincidence. The sellers you are purchasing from in this case are both Reverb Preferred Sellers. Typically these are larger sellers with hundreds of transactions per day. However, our process to become a Reverb Preferred Seller is rigorous, and only sellers who have had a long and proven history of selling with integrity are given this status. If a seller is found repeatedly violating any Reverb policy, rest assured that their account will be reviewed.(06:25:22)*** Did you have any other questions I could help with today?(06:25:46)*** No, you told me everything I need to know about this company.(06:26:36)*** left the chat

To whom it may concern,I am a seller of music equipment who uses Reverb.com as a platform for my listings. I have completed ~$10,000 worth of sales through Reverb.com and recently sold my keyboard (worth$3000) to a buyer in ***, . I purchased both the shipping label and the shipping insurance through Reverb's website, and after dropping the package off at *** it was delivered with a signature requirement to the WRONG named person in ***, . I have filed a claim on the insurance that I purchased for the shipment and I reached out to Reverb and the original buyer to let them know what was going on. After 3 days of not hearing from the representative handling my claim, I reached out this morning and she is asking me the same question repeatedly. I have time and date stamped proof that I delivered the package to the *** store and that the error was on ***, and not on me. Now I have lost my keyboard and Reverb is not moving forward with the insurance claim. I do not want to sit back and let $3000 slip away. I am furious that it has taken this long for them to respond, and that when they do they are asking me the same question over and over. I have all of the documentation and will be including all of that with this claim. I would like to get a payout from my claim on my insurance. There is no way that I can just lose a $3000 keyboard and it goes unanswered. Reverb.com forces customers to pay for insurance for any product between $1500 and $10,000 so if it's supposed to be so easy, and is FORCED, then why is it taking days for their team to respond? And only for them to respond with the same question they asked me in the last two emails? I need to be compensated. This has also effected my preferred seller status and caused me to lose credibility with the customers I interact with through their platform. I need for this insurance claim to be resolved.

Before selling my vintage guitar, I ensured the payment rules allowed for quick processing because I needed the funds immediately. I met the buyer, who paid via Reverb the same day, and I confirmed receipt on the app. Expecting the transfer to my bank within 1-2 days, I was concerned when it didn't arrive. Customer support unhelpfully extended the timeline to 4-6 days, contradicting their policy. They ended the chat prematurely, didn't send a confirmation email, and my issue remains unresolved. I'm filing a complaint as they've been uncooperative and my money has yet to be received.

The company took money out of my bank account without my permission and acknowledgment and refused to put it back into the bank. They tried to cover themself by making a fake billing statement on a long past completed item that they were already over compensated for. And took more money for it than what they documented in 9/15/22. In which I have taken pictures of the messages. And have saved within their app. If they dont tamper or try to hide it I also have bank statements showing everything in September when that last transaction was all taken care of. It still does not justify anyone to take money out my bank today. I contacted customer support and the help asked me if I could take a credit. And I replied i want my money back in my bank. I did not buy or sell anything so and My money came out with no permission I need my money now. Then she said she couldnt help me. I ask for a supervisors phone number and gave her mine. And she refused and sent my an email and cut me off. That is against the law. And it is all documented. They had no right and that is a stupid mistake that there is no excuse for. Ive been done with them for 2 months now. I also see tik tok logos on all of reverbs email avatars now. I want Complaintsboard.com to warn everyone. I tried to be nice too long in situation like this. Please warn people . And i will be disputing them at my bank in the morning. I have a picture of their bill of *** being paid in full 9/12/22 and they actually took *** and I stayed quiet about that. But it reflects on my banking statement. With that. And them taking money out my bank today is too much. They need to be stopped. But they are using that past transaction to justify their double billing practices. I have already heard about this. And people need to be warned. With the 34 dollars they have already made their profit. You might as well say they got 50 dollars illegally from me. Im not rich. Thank you very much.

I listed a guitar for sale on Reverb following their pricing recommendations. After about a week and a couple of price drops on 12/17 my guitar finally sold and on the same day shipped. The proceeds of the sale were to be used for Christmas gifts. Reverb got an immediate PayPal transfer for the full amount of the sale to include my share of the guitar, their selling commission, and agreed up shipping costs and buyers sales tax. My share of the sale was supposedly released for payment to me through their third party payee PLAID. A nominal deposit of $.01 cent was made into my bank account on December 21st to verify my banking institution. On the Reverb website under my account the funds were listed as Paid out on December 21st in the amount of $1105.41. Ive repeatedly checked my account balance and other than the 1 cent deposit Reverb made to verify my banking info, there has been no other funds transfered. Ive been in touch with Reverb on a few occasions via their only real time option which was their websites chat feature, and I began to get what I perceived to be "stall tactics". On their website they state a payout timeline that had me thinking funds would be forthcoming as soon as I provided them with proof of shipping. I did upload my proof of shipping on the very same day the guitar shipped certified mail. Ive since received the signed receipt from the buyer that shows he accepted delivery on Monday December 20th. Here it is a full week later and im still not paid. After all of this I came to the Complaintsboard.com website to look into this company and low and behold on the very first page I find that Im not alone when it comes to delayed payment. It would appear that there are numerous similar complaints from people against Reverb. It would appear to me like they "play the float". The common theme in may these complaints seems to be that Reverb eventually makes good and finds a way to explain it all away.

I purchased a musical instrument from the online instrument retailer, Reverb. This company is like the *** of musical instruments. Sellers sell instruments through Reverb. The purchaser pays Reverb, who then pays the seller. I purchased an expensive mandolin as a Christmas present for my husband. This mandolin was touted as a beautiful *** mandolin from the turn of the 20th century, in Very Good Condition. According to Reverb, Very Good Condition means some normal wear but in excellent working condition. Once he received the mandolin on Christmas, my husband noticed some marks, and separation on parts of the mandolin that concerned him. Given we had just spent $2200+ on this instrument, he wanted to be sure he would be able to play it. We contacted a mandolin specialist about an 90 minutes away and setup an appointment to have it inspected and tuned up. Sadly, the first appointment wasn't for a couple weeks from then. My husband had hoped that the splits and wear didn't impact the playablity of the instrument. Upon visiting with repairman, it turned out the instrument had been repaired before and would need more money put into the mandolin then it was worth. We contact Reverb and the listing seller about a refund/return. They quickly refused our attempts because they have a 7-day return policy. Since we hadn't returned or contacted them inside 7-days, they had satisfied their transaction and owed us nothing. My husband and I feel swindled. The person selling the guitar owned a guitar store and Reverb touts itself as an instrument resale center. We hoped they would stand by their sale, offer a refund OR at the very least store credit. When I purchased the instrument, I was trying to do something kind. It's really left a sour taste in our mouths. We'd like some resolution that showed the company cares about it's customer service. We hope to hear from them and the Complaintsboard.com. This isn't the route we thought we'd have to go.

Regarding a transaction that was brokered by Reverb LLC of Chicago, Illinois on 10 December between the filer of the complaint and one Mr. Fernando *** of Planet Music Center ***, Orlando, FL 32839. Mr. purchased a piece of equipment (MSRP $2399) from me through Reverb. When the buyer received my item, he complained and made false statements on its condition and requested a refund. I accepted the refund, with the agreement to receive my item back, and send the buyer back his money. Reverb customer service took an exceptionally long period of time to process my request, and when it finally had, I ended up receiving back a different item from the buyer than which I had originally sent him from original the transaction. I filed a complaint with Reverb, and have fully documented pictures and original serial number of my item, and pictures and serial number of item I received in return. They do not match-and Reverb, reviewing my evidence, has sided with my case in this process. I have further requested that Reverb remove this user from their interface, as by Reverb's own admissions, the user has engaged in fraudulent transactions, trying to scam me out of my money, and has committed an act of Grand Theft/Larceny. Reverb LLC, by allowing this user Fernando *** of Planet Music Center, to continue the use of their platform to solicit fraudulent transactions from unknowing buyers/sellers, is endangering the general public who use their service site. They are doing this by failing to help people protect their legal property and currency. Reverb LLC. need to be held accountable to the public, who pay to use their transactional brokerage service, to protect the best interest and safety of the general public, who in good faith, pay to use their service with peace of mind and security. If not, they should be held complicit in allowing fraudulent and criminal users to access and use their service to prey on others.

On 10/24/2022 I purchased an item on Reverb.com. It's hardware rack unit (TC Helicon Voicelive Rack) for 477.64$.I used PayPal linked to my account and Reverb.com. I have sold items on Reverb.com before and they were so careful in actually providing the money to me, I felt safe purchasing on their site. Unfortunately they let a person scam me. After the purchase the seller never responded to my message and then proceeded to disable reverb.com account. Reverb did not notify me of this, I found about this after I contacted customer service saying "this seller is unresponsive".A reverb customer representative responded that I am covered by "reverb buyers protection and PayPal buyers protection" but in a follow up email changed their mind that after all I am not covered by Reverbs buyer protection as the item I purchased was in ***. This was also news to me. Especially as it was Reverb.com that alerted me about this item to purchase.Reverb.com has also disclosed my name, address, phone number and PayPal email address to this scammer. After receiving the cold shoulder and being told that reverb.com has updated and communicated with Paypal I can rest assured that after filing a dispute I would be refunded my 477.64.I did so but was denied the dispute "cause the seller provided tracking information that item was delivered". It was note, reverb.com has acknowledged so as well. The item carried a 25$ shipping fee, I would expect for this to be weeks long shipping process but somehow Paypal believes that you can ship a big box from *** to *** in a few days for 25$. I have all the emails saved from Reverb.com. I have a chat transcript where I voice my concerns that they leaked my personal information to a scammer by not verifying and fulfilling their end of a deal by providing a safe purchasing environment. They have already lied to me that they have reached out to Paypal, as PayPal had no information about my case, transaction id etc.

I sold a guitar through reverb.com on 05 July, and subsequently packed the guitar using the industry standard method of securing it in a substantial factory foam bag, inside of a rigid guitar carton with instapak expanding foam on each end and bubble wrap around the neck of the guitar. I ensured no movement of the guitar in the box prior to closing it. I then chose to use Reverb safe shipping versus buying insurance at UPS. The guitar was then shipped to UPS. Upon receipt by the buyer it was noted that there was a crack down the side of the guitar. The buyer informed that the box was still intact although I noted some deformation as if it had been crushed while in transit. As I had used safe shipping I contacted Reverb to start the resolution process. The first response I received was a very short note which stated that Reverb had reviewed photos sent by the buyer, and it appeared that the guitar was not packaged properly. I disputed this, explaining that it was, and in fact I had shipped it identically to how I usually receive guitars from dealers. Solid. Since the original exchange, I've received only two additional short replies, each trying to blame me for the damage. The last offered to have the guitar shipped back to me offering $450. I rejected this offer because A) The damage was not my fault as the guitar was packaged properly and B) Even if I can get the guitar fixed, it has lost much of it's value. I refuse to take the loss here as I packaged the guitar properly and I feel that Reverb is just using that claim to try to not have to take financial responsibility. I have not received a reply from Reverb in 8 days. My buyer has been patient but still has no guidance and we are at a standstill. They are now not communicating with either of us. Reverb has not acted in good faith to resolve this, and I regret not shipping it with seperate insurance. This is poor business practice and has essentially made me the victim in all of this.

I am a vendor of vintage guitars and recently shipped a bass guitar to a buyer on Reverb.I purchased a shipping label and insurance through Reverb, When the buyer complained of issues with the bass I informed Reverb that there were damages that occurred during shipping. They reviewed my photos of the bass before shipment and agreed that I had an insurance claim. They agreed that the damage included separation at the neck joint and told me to send them a written estimate, which I sent to them. Initially they said they would compensate me for the damages. After I accepted the return of the bass, based on what they told me, they then made a 180 degree reversal and refused to compensate me for the full claim. They refunded me $350 on a claim of $1,059. They claimed they would not reimburse me any more than that. They denied my claim without any new or additional information. When I repeatedly asked to speak to a supervisor I was not granted access to a supervisor.Among my complaints are.1- Reverb advertises that their shipping insurance covers damages in shipping but they arbitrarily deny claims. They did not even try to discover basic information about the bass before making their determination.2- On the sold item I listed it in "as is" condition and my shop policies state that I do not accept returns.Reverb ignored my shop policies and assured me that they would compensate me for the damages if I accepted the return. After I accepted the return, Reverb reversed it's decision denying me over $800 in legitimately claimed damages.3- Before listing this instrument for sale, I contacted Reverb about their phone support and they informed me that if I requested phone support I would get it.In actuality I asked for a phone call 5 times before I was called. After I rejected their denial of my claim and asked again to speak to a supervisor I was told they would contact me. I have waited several days and I still have not heard from their supervisor.4-

I sold a V-Piano Keyboard on Reverb.com for $2,360.00. I shipped the keyboard via a local courier, incurring a cost of $369.40 (receipt attached). The buyer received the keyboard on July 12, 2022 (tracking info available). While updating the shipment details, I mistakenly bought an extra shipping label from Reverb for $382.42, which I didn't use. I contacted Reverb Support to cancel the unused label, but they mistakenly thought it was used. Despite providing evidence and the receipt from the courier, Reverb has not resolved the issue, withholding my payment and not responding for over a week. The buyer has the keyboard, Reverb holds my funds, and I'm at a loss without the keyboard and the shipping cost.

Reverb are withholding #1 bounce back payout + Reverb cannot OR will not find #2 bounce back payout + Reverb falsely blame my bank for payout problems.. Reverb are giving me the run around and are now ignoring me and refuse to give me my money. Reverb are withholding money from 3 items = $1,378.58. Complaint History: May 17 - May 30: -first time selling on reverb -entered wrong bank info for direct deposit, corrected direct deposit info on June 7. -sold 3 items :1st item sold - payout was #1 on June 3. 2nd & 3rd item sold - payout was #2 on June 9. -1st item sold arrived to buyer w/ tracking confirmation on May 29. -2nd item sold arrived to buyer w/ tracking confirmation on June 6. -3rd item sold arrived to buyer w/ tracking confirmation on June 16. June 22: -sold 1 item: 4th item sold - payout was #3 -payout #3 deposited to my CURRENT bank account on file. -4th item sold arrived to buyer w/ tracking confirmation on June 23 As of July 11 - Reverb are withholding payout#1 as they claim my CURRENT bank info is wrong! Reverb have repeatedly prompted me to update my bank info, I have also sent a scanned bank document of my deposit info - to a Reverb Supervisor - 'Clare R'. Reverb are now telling me to go to my bank and enquire to see if there is a hold on my payouts! Reverb also claim they cannot see a bounce back for payout#2. Reverb are blaming my Bank for the delay in bounce back payout, Reverb have told me to investigate with my bank - but Reverb will Not give me documentation for proof of payment to my bank. My Bank cannot investigate or find a registered payout unless they have a factual receipt of payment to my bank account. Reverb are now ignoring me, Holding onto my bounce back payout #1 $488.88 and refusing to help me find payout #2 $889.70 Now owing me = $1,378.58. Reverb repeatedly tell me my CURRENT bank info for direct deposit - is wrong - Reverb will NOT acknowledge: June 22 payout #3 - which proves my CURRENT bank info is CORRECT.

I made this purchase on Reverb.com on Nov. 29th 2021 and didn't receive it until Jan. 13 2022. The guitar was purchased from an international shop on Reverb. I had multiple issues with the tracking information not updating and vague communication from the seller. On Dec. 26, I reached out to Reverb, and I was put in touch with a Resolutions Supervisor on Dec. 30. He said he was going to look into the case and advise me on what next steps to take, which he never did. He told me he followed up with the seller on Jan. 4 and said "We'll speak soon." I didn't hear back from him until Jan. 11 when I reached out to him. On Jan. 11, he still had no update and told me he would get back to me within 24 hours, and he didn't. I messaged him Jan. 13 because I hadn't heard back from him, but before I received a reply from him, the guitar arrived at my home. Unfortunately, I opened the box only to find that the guitar case was damaged, which was a problem for a $4,000+ guitar. I emailed both Reverb and the seller detailing the damage. I sent the Reverb Supervisor six separate emails detailing the damage, to which he responded "Excellent. Thank you, ***." on Jan. 14. I asked if he saw the damage on Jan. 15, and he didn't respond until Jan. 18 saying that he could provide a small partial refund, but due to the lack of communication and the damaged item, I asked for a return and full refund. The seller agreed and I return shipped the package on Jan. 18, after being assured I had everything I needed for the return. However, on Jan 19, I began receiving emails from *** requesting an *** of *** Federal Employer ID Number, etc., which was way beyond the scope of what I understood as being required to return the guitar. I emailed the international seller for guidance on how to proceed on Jan. 19 & 20, but as of today Jan. 28, I've never heard from him. *** told me last week they are sending it back to me. I don't know where the guitar is and Reverb won't refund me.

I ordered a dj mixer from the website, Reverb.com, and paid $740.94USD for it. It was advertised as used but in mint condition. The description of the item read: "Excellent to Mint Condition. Item used a few times to play some disco records. Then put in box, and stored away in closet." Photos attached. Before purchasing, I messaged with a rep *** with Reverb.com and inquired, "Is the mixer fully functional with no sound output issues?" and got the reply, "Item works perfect." When I received the mixer, which is a hip hop scratch DJ mixer used for scratching records, which I have done professionally for 20 years, I immediatley noticed the face plate had been changed out and the manufactured implanted screws had been dented with a screwdriver which indicates it had been opened up. I own two of this same model of mixer and can say I'm an expert on it's cosmetic appearance and it's inner workings. My issue is that the mixer did not arrive in "mint" condition, but was a refurbished mixer. The volume faders had bleed and the *** k*** had been switched out. The k*** are removeable and there was gunk collected around the bases of them and the foam filter pads that keep dust out of the channel switches were missing. This product has been off the market for several years so finding one that works means buying a gently used one off the the internet. I contacted *** with Reverb and let him know the product was not as advertised and he advised me he would not *** a refund and my only recourse was to *** another unsuspecting buyer by listing the same mixer on Reverb.com with the the solution being, "Someone will buy the mixer." Again, this was owned by another dj that burned it out and attempted to refurbish using after market parts not manufactured by Rane. It does not perform, it was not in the orginal box and has been pieced together. "Used" does not mean refurbished. False advertising. I am seeking a full refund of $740.94USD. Thank you.

Paid $856.07 on 12/1/22 for a Revv D20 amplifier from Reverb.com that was received damaged on 12/5/22 (pictures of damage attached). *Please note that this amplifier is less than *** the internal components. They are not made to withstand impact*. Per Reverb process, I followed up immediately and directly with the seller via onsite message including multiple pictures of the damaged item. My request for a refund was denied by the seller. During that communication, the seller admitted that the item was damaged (screen prints of dialogue attached). I then escalated this issue through Reverb dispute channels where the first Representative, *** A said he could indeed tell that the item was damaged (that call was recorded) and would forward to the resolution department for action. Shortly thereafter, the second representative, *** sent the equivalent of a form letter ignoring the actual pictures highlighting damage to the amplifier and also ignoring email messages between myself and the seller where the seller admitted to the damages. The letter indicated that the amp had a no return policy and the amp matched the description. I have also attached a screen print of Reverb's condition standards which negate a no return policy if the item doesn't match stated condition. This damaged item clearly doesn't match the "excellent" condition category so therefore qualifies as a legitimate return item. The pictures and dialogue with the seller both support that fact. Please note: Reverb makes commissions off of every sale, so clearly their biased response/inaction is advantageous when involving one of their dealers who does a high volume sales. In sum, the damage is documented in pictures, admitted to by the seller in writing, and negates the no return policy as clearly stated in their own policy. My response to Reverb's denial requesting a more thorough review of those relevant facts has not received a response to this point.

I have a Preferred seller dealer/membership on Reverb. I have been a member for about 7 years, I have 100% good feedback and am a Preferred seller on there. In Jan, i sold an instrument to a customer who then cancelled his order. So we refunded him, then i thought it was business as usual, a month went by didnt think anything was wrong then the next month went into my account and noticed that the refund amount was still negative in my account, meaning, Reverb never reconciled it with my bank to resolve the negative balance. I emailed a team member on chat there who said not to worry it would be reconciled at end of month with my bank. Not three days later went on my phone Reverb app and was surprised to see a message that my account was suspended due to non payment on my account. Immediately messaged the rep who responded two days later and said wow thats odd. I asked what do i do, he said he did not know and that he would look into it with the accounting team. This was over 2 weeks ago. I have been messaging various members, last one bein *** on April 9th who last said " our acct team is working on this, i appreciate the patience its a nuanced one" I have not heard from him since then. Reverb since being sold to Etsy for $270Million dollars last year has gone from an A rated place to an F rated place as far as dealing with issues and customer service. *** tells me i don't owe anything on my account but i had just sold a strap and shipped it A week ago and still have not been paid for the sale to my account . I am not getting the regular flow of sales emails after entering tracking info nor am i getting emails saying that the funds are being sent to my account. Im shipping product now and am not being paid for them and reverb doesn't seem to know why. I've waited three weeks now and i think this issue should have been handled a log time ago. I cant run my Reverb business if im not being pad for items i ship especially since Reverb takes almost 10%

On 10/6 I purchased a new bass guitar on reverb.com, sold by a member in Canada. I paid $1661.35 with my debt card. Per Reverb's buyer protection policy, I was to receive the instrument within 30 days, after which time I could file a complaint if the item was not delivered or damaged. I did not receive the item at the 30-day mark and it has still not been delivered. I followed protocol as specified on Reverb's site and messaged the seller to inform them the item was not delivered. The seller replied the item was insured and that I had to contact Canada Post (CP) to confirm my shipping address. I called CP who referred me back to the seller, indicating that the item was insured but that the tracking number reflects (and still reflects) it is "in transit" which according to CP means it is lost or stolen. CP advised that I ask the seller to file an insurance claim with CP themselves and to refund my payment in full. I messaged the seller who refused to file a claim and issue a refund. The seller told me it was my responsibility to somehow secure delivery of the lost or stolen item. Since the seller purchased and holds the insurance policy and wouldn't file a claim or refund my payment, I escalated the matter to a Reverb support specialist who told me that the seller was not required to issue a refund and that I was responsible for ensuring delivery of the item. It is now February and I've still not received the item. The seller and Reverb refuse to file an insurance claim and refund my payment. I spent $1661.35 on 10/6 for an instrument that was never delivered and I'm being refused a refund, all of which is contrary to Reverb's buyer protection policy. There is absolutely no further action that I can take. As a new member and this being my only transaction, Reverb evidently has an allegiance with the seller who has earned them considerable commission monies. I've spent hours trying to resolve this with the seller and Reverb and the result is that I've been the victim of Felony-level theft.