Reverb.com

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.

If you are a seller, beware. Reverb‘s (etsy) uneducated listings dept will baselessly pull your listing claiming trademark "design" infringement and will threaten to suspend you if you relist. They provide no proof and no returned response to their baseless, ignorant claims. They are too lazy to present evidence to their claim or even return emails. You can't call or talk to a human being anywhere other than chat which is useless. Theres been no trademark ever filed for the design of the guitar I listed, and yet the uneducated listing dept cannot be bothered. I would look elsewhere to sell your items unless you want to deal with folks who could care less about their customer base, aka the people that pay their wages.