ComplaintsforProAudioStar

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received product on 08/23/2024 and sent photos of issues within 24 hours as per their return policy. They are trying to pass of second/b-stock defect as used and making me pay for restocking fee. I am requesting full refund without restocking fee.

  Business response

  08/30/2024

  Good afternoon ****,

    Thank you for reaching out in regards to your recent purchase.  After further review, it looks as if we haven't received your product back at our warehouse, as it's expected to arrive on 9/4/2024.  I do see that your return has been set up within our system and no fees have been added.  I've made notes for our refunds department not to deduct any fees.  You will receive a full refund, once the return has been fully processed.  Thank you and take care. 

   

   

  -All the best,

   *****

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My complaint is that the refund has not yet been processed. Complaint will be resolved once refund is fully accounted for.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business response

  09/04/2024

  Thank you for your comments. I am sorry that you found your order unsatisfactory. I see that my team addressed the idea of a partial refund but ultimately it was decided that your order would be returned to us for a full refund and we provided a return shipping label to that end. I also see in the transcript you provided that my team alerted you to the processing period for refunds that begins once the order was delivered. Often we are able to have a refund issued in a much shorter timeframe, but it does take time to process the return before we can issue a refund. Looking at your return tracking information, I can see it arrived to our warehouse today (9/4/2024) and is now in line to be processed. We will make sure to have that full refund issued to you as quickly as we can. Please let us know if we can assist with anything else. 

   

  Best, 

  ****** *** * **************** ******* * ********************** 

  Customer response

  09/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ***
  
  
  
   
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against ProAudioStar regarding a problematic transaction involving a defective product and subsequent inadequate customer service. On May 27, I purchased a Charvel Pro Mod San ***************-IV Bass advertised as brand new for $661 from ProAudioStar through the Reverb platform. Upon delivery, the item exhibited damage in two critical areas, contradicting its listed condition and necessitating repair costs of $275.Efforts to resolve this issue directly with ProAudioStar were met with deception and denial of responsibility. The seller refused my request for a $275 partial refund, which was intended to cover the necessary repairs. This refusal directly impacts my consumer rights and demonstrates ProAudioStar's disregard for ethical business practices. They want me to return it to make purchase another one a $999.In addition to the initial issue ProAudioStar tried to deceive and claim this was listed as a discount. ProAudioStar deceived me again and made a false claim it was given as a special offer to me. Neither of these events occurred. The sales platform Reverb has confirmed this. Given these circumstances, I demand the following immediate actions:ProAudioStar must issue a direct apology for the mishandling of this transaction and the poor customer service provided. I insist on receiving the requested $275 partial refund to compensate for the damages that were present upon receipt of the bass. I seek formal acknowledgment from ProAudioStar of their accountability in this matter, ensuring no future customer experiences similar treatment.Should these reasonable requests not be met promptly, I am prepared to pursue further remedies. I have retained all relevant documentation, including communications and photographic evidence of the damages, to support my claims.I request the assistance of the Better Business Bureau in resolving this matter effectively, protecting my rights as a consumer.

  Business response

  06/05/2024

  Hello, 

  
  We understand that your order arrived with defects and are very sorry that it arrived in that condition. This model normally lists at $999, but we did sell it to you at a discounted price of $661. This discount does limit the amount that we are able to offer back to you as a partial refund. We cannot offer you the $275 partial refund that you are demanding but I have been given clearance to increase the amount we can offer back from our initial offer. Please get in contact with me to discuss those numbers. As we have stated, we would be more than willing to get you a full refund if you would like to return this bass. You are also able to address these factory issues through the manufacturer since you do have full warranty coverage and these issues came out of the factory. It is our goal to ensure you are happy with your order, but there are certain bounds in which we can operate. We have offered a couple of resolution options within those bounds but have been renounced at each step. Sadly we do not have any more of these in stock, so we would not be able to offer you a replacement. Reverb policies preclude us from sending you a direct replacement, but for clarities sake, we do offer the same price on a replacement order should the customer want to get another unit. In this case, if we had another one to send you, we would have honored the same discounted price you received on the first order. We would never expect you to pay an additional $300+ to get a replacement for an item that arrived with damage or defects. We have tried explaining this a number of times and hope you can understand our position. Please let us know which of the resolutions we have offered you would prefer and we will do what we can to make sure everything cleared up. 

  Best, 

  ****** *************************************** Manager

  ********************** 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ProAudioStar sent me an email after i signed up for their mailing list. In this email was a coupon code NEW15 to be used "on your first order". There was no mention of any exclusions nor was there an expiration date. Furthermore, in the same email were items for purchase. I clicked on one of them to buy but when i tried to apply the coupon, it would not work. Their customer service said that certain brands and categories were excluded. I do not think its fair that they offer a discount without mentioning exclusions, list items for you to purchase in the same email, then do not honor the discount.

  Business response

  11/29/2023

  Good afternoon *****,

    Unfortunately, it looks as if you are trying to use a promo code that was initially sent back in September of 2023.  These codes are only valid for 30 days.  Also, on our website it lists the rules and restrictions for promo codes.  It looks as if you were trying to purchase an open box item, which has already been discounted to the lowest price we can offer.  However, if you would like to purchase a new PRS guitar, kindly give us a call and we can work out a deal.  

   

   

  All the best,

  *****

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  vendor has not offered any satisfactory solution. They send out an deceptive email with offers that they do not offer with no mention of any expiration or terms. Their response was to say that it is listed somewhere on their website. Is that allowed to be done? Just send out emails with offers that are not honored then hide behind some webpage that is buried? It is very deceptive and seems like bait and switch to me. They have offered no comparative deal or compensation for the false email 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BEWARE OF PROAUDIOSTAR!I never received items i paid for, and seller refused to refund after admitting Thank you for reaching out. We recently experienced an error in which some orders received duplicate tracking numbers and were shipped to the wrong place. We're still working on getting the correct tracking information for the affected orders. Once we do, we'll be able to offer refunds/replacementsI bought a vrx array frame, and a sennheiser belt pack from pro Audiostars Reverb.com shop and never received. They are claiming that the tracking delivered to me, but i am a one man shop, and i didnt sign for or receive these at my office.

  Business response

  10/20/2023

  Good afternoon ******,

    I see that you are stating that you did not receive two separate orders that were placed with ProAudioStar through Reverb.  In reference to Order# ********, in which you ordered x1 JBL VRX-AF-II Array Frame, this shows delivered and signed for under ***** Tracking # ***************.  We have filed a lost package claim with ***** and will follow up with you, once we receive a resolution.  Unfortunately, there is no further action that can be done at this time.

  In reference to Order# 1*******, in which you ordered x1 Sennheiser SK 500 G4 (Band AW +), this shows delivered under **** Tracking # ********************** on 10/2/2023 at 3:45PM.  I would suggest checking with your local **** driver, as they may have recollection of where this was delivered to.  Again, there is no further action that can be done at this time.  

   

  All the best,

  -*****

   

  Customer response

  10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I am out $1500 on items that were never received, and the businesses response is simply.. not our problem.  It is their shipper that lost or delivered to wrong address, as i have received neither item, though their tracking says delivered.  I am a small business and cannot afford to just pay for goods and not receive them.  I should be refunded immediately, and they need to settle up with their shipping *****  I receive multiple packages from **** FED EX, ***** DHL every month, and the shipments from PRO Audio Star, are the only ones that have not been delivered. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  11/13/2023

  Good morning ******,

     It looks as if you actually received the *** VRX-AF-II Array Frame, as you wrote to let us know on 10/26/2023.  It looks as if you also stated you are missing the Sennheiser SK 500 G4 (Band AW+), however this also shows delivered by USPS.  We have reached out numerous times to ***** only to be told that this was properly delivered to the correct address.  Unfortunately, there is not much more we can do on our end.  You will have to reach out to your *********** or file a police report with your local police department. Thank you and take care.

   

  All the best!

  -*****

  Customer response

  11/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Yes the vrx AF was finally delivered..over a month after the tracking showed delivered.  Pro audio star sent customers products to the wrong address, admitted to it, and then were only able to rectify some of these issuesnow seemingly giving up.  I still have not received the sennheiser sk500 belt pack. In almost two months.  We ordered a replacement from a different vendor the week after to keep working, and it showed up with out issue.

   

  we are a commercial address and each mailbox is locked.  We never received the item plain and simple.  Whether this was by error of pro audio star or ***** Ill never know.  The painfully slow and indifferent responses of pro audio star are unacceptable.  Do not do business with a multi million dollar company that cannot resolve a simple issue for an item of a few hundred dollars.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Fender strat guitar and right after ordering it I tried to cancel the order. I received an email from pro audio star stating that they could send me a new guitar instead of the b stock I ordered for 70 dollars more. I immediately responded and let them know I wanted to cancel my order. I also called first thing Monday morning when they opened to try to cancel. I was informed that they would reach out to the warehouse to stop the order from being shipped. The guitar was still shipped to me. I asked ***** to return the guitar to sender and the guitar was confirmed to arrive back at the pro audio star warehouse on 9/21/2023. I have called multiple times requesting my refund and have not received one. I was told that the latest date of my refund would be 10/6 and still no refund. I was told that the guitar needed to be inspected by the warehouse even though I never even touched the box. I am requesting an immediate refund.

  Business response

  10/12/2023

  Good morning *******,

    I apologize that we were unable to cancel your order and it wound up shipping to you. I do see that you have been refunded in full and all ship to and return shipping fees were waived, even though you refused the delivery.  Please feel free to reach out if you have any further questions or concerns. Thank you and take care.

   

   

  All the best! 

  -*****

  Customer response

  10/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a product (Blackstar Amped 3), open box, that had a 35-day return policy.I wanted to return it so, requested an RA#.After having to remind them of my request, they told me they'd have to deduct $90 from my refund for shipping and processing my return. "You agreed to this at checkout." After making hundreds of purchases and returns, not until this order with PAS, have I been handed the "fine print" defense..Most businesses have a Return Policy that doesn't penalize their customers, let alone force them to be left stuck with an item.

  Business response

  07/12/2023

  Good afternoon ***,

    I have reviewed your complaint and I will reduce the return shipping and processing fee's to $50.00.  Please feel free to reach out if you have any further questions or concerns.  Thank you and take care.

   

  All the best,

  *****

  Customer response

  07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  I'd like to add that I had to remind you to send the unit to me and that I am sending back the unit in the condition it was sent to me, with a torn cover box. No other shop I've returned items to has ever charged a shipping/processing fee. It's an antiquated policy because buyers may be apt to purchase something else from your business, if the return isn't a penalty.

  Thank you for the altered return fee.

  Sincerely,
  
  **********
  
  
  
   
  

  
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of purchase: 2/20/2023 Order Number: ********* Claim: False advertising and shorted my refund by $35 A sales rep assured me their guitars are used but look like new and will be 100% free from any defect or flaws. I ordered a guitar based on this conversation (screenshots available) and it arrived with a paint defect/finishing flaw that match B-Stock condition/description.I was suspicious and asked if theyre selling B-Stock items under the guise of used but like new descriptions. They assured me that they do not sell B-Stock items (but later admitted the guitar sold to me does meet that description.) Despite this, I was told an exchange couldnt be guaranteed due to inventory and they suggested I place another order then ship the original back. I did this and the second guitar arrived in appropriate condition. I sent the first guitar back and they said they would see if they could get the $35 fee removed since the guitar was clearly not as described on their website. After a couple of weeks a refund posted to my bank account, and it was short by $35. I followed up and asked about it, they said theyll see if it can be removed. Hasnt happened. I gave it another week and followed up. No response. More weeks pass, more follow-**** received excuses and well see if we can make an exception by the end of the week. After reading that for the fourth or fifth time, I gave an ultimatum: Refund me the $35 or Ill purchase my next guitar elsewhere, leave negative reviews, and file a complaint. If they didnt sell a clearly flawed finished guitar in the first place as like new this never would have happened; Not sure why Im being held responsible for their false advertising. In the last communication I received from them they admit the guitar was inspected and meets B-Stock description and was again told they would attempt to make an exception for the $35 fee but gave more excuses about being a small business that needs that fee to cover shipping.

  Business response

  05/02/2023

  Good afternoon ******,

    I have went ahead and reviewed your complaint and have issued the remaining refund back to your CC.  Please feel free to reach out if you have any further questions or concerns.  Thank you and take care.

   

  All the best,

  *****

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ********* 11/19/22, 12:10 pm I placed an order placed, for the Evolve 50. On 11/19/22, 13:59. I emailed them asking to cancel because I meant to buy the Evolve 50M (the updated version). 11/20/22 I sent two more emails (8:57, 10:08am) asking for them to cancel my order. I was notified at 10:49am that they were out of the office and there was a tracking number on the order, but they would still try to cancel. I asked what the return shipping fee would be and they are quoted saying There can be shipping charges and other fees depending on the condition that the item is returned in. Which lead me to believe if I returned the items in perfect condition I wouldnt be charged.I was never able to receive the item because ****** required me to sign for the package. But they would come during the work day and wouldnt leave a note as to when they were coming back. So after 3 tries the item was sent back to the manufacturer. And I got an email saying Thank you for choosing ProudioStar. Your order has been refunded. Please note that it may take a few business days to post the refund to your statement or account. And it was for the full amount. No return fees for used condition were deducted. However Affirm (the finance company) sent an email saying I still owed $100. And despite then email, I was refunded $100 less than the full amount. After emailing with the company several times they tried to say it was shipping/ restocking fee. Which was never stated and I wouldve been totally fine with. If the email had not said that I was entitled to a full refund. On 12/20/22 the rep said he had escalated the email and they would let me know as soon as possible. And never emailed me back. Even after repeated tries to contact them. It would be one thing if they were upfront about deducting money but they never mentioned it, and my email said I was going to get the full amount back. Also why would I pay $100 for an item I never got to even try?

  Business response

  03/10/2023

  Good afternoon ******,

    I have reviewed all documents that were attached and it looks as if you are being charged fees, only for shipping, as this package was unable to be delivered.  It looks as if ***** left (4) Door tags in regards to this shipment and your packages also could have been held at a location, if you were unable to be home during delivery.  We send all products valued over $500.00 with a signature requirement for insurance purposes.  Any shipment that returns to our warehouse for being unable to deliver and there were no address mistakes are charged shipping fees both ways.  Please feel free to reach out if you have any further questions or concerns.  I have attached a Screen Shot of our Shipping Policy that is on our Website.  

   

   

  All the best,

  *****

  Customer response

  03/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The problem with ****** was they left blank notes. Not saying when/if they were coming back. And there were fees deducted for the return shipping, why was I sent an email indicating a refund for the full amount? That was misleading, the email shouldve listed a deduction for shipping fees.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** *******
  
  
  
  
   
  

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I appreciate the offer *****, but you missed my point. Im aware whats stated on your website, but what Im saying that is irrelevant. Because the email I received stated that I would be receiving a full refund. If it wouldve said a full refund with a deduction of shipping/restocking fees I wouldve completely understood. But it didnt say that. Furthermore I was only made aware of the partial refund from Affirm. When they notified me I had an upcoming balance payment. The part that is displeasing is that there wasn't clear communication about it. And the  communication that I got said that I would be getting exactly $****.** returned to me. But thats not what I received.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** *******
  
  
  
  
   
  

  Business response

  04/27/2023

  ******,

    I have went ahead and issued a refund for the remaining $100.00.  I have also reached out to our I.T. department to make sure that when a Credit Memo is sent, it will show the exact deductions, rather than the full amount.  Thank you and take care.

   

  All the best,

  *****

• Initial Complaint

  01/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Dec. 4, 22, I ordered a New Fender Squire Telecaster Affinity which was delivered damaged and I returned it and asked for another to be sent. ****** said that they would have to refund my money and then I could order another guitar. When I looked at the their listings, there were no New guitars listed, only open box and at a higher price than what I paid for my New one. One of the ********************, stated that when I bought an Open Box guitar, this was to be expected. I corrected him as to the fact that my purchase was for a New guitar and not an Open Box guitar. I asked if I could buy the same New guitar at the same price as before and was told that all I had to do was to mention one of the seller's name in my request and that was granted. The next email that I received was stating that my order was cancelled by the buyer, me, and I responded that I never cancelled this order. Then another email stated that the warehouse had discovered a discrepancy and the system automatically cancelled my order. I asked for clarity on this and they said that they had no inventory on the item and canelled my order which was previously accepted by them like they actually had the item in stock to sell me. I had planned on giving the guitar as a gift and didn't want a damaged one for that. I was very displeased with the way they handled my order and told them that they still owe me a New guitar at the original price I paid on Dec. 4,22 and no response from them. I complained to ***** but they will not respond with any results back to me for some company standard rule in place. I even asked for them to sell me back the guitar I returned to them and no response. I actually believe that they had advertised the New guitar at the wrong price when I made my offer to purchase and they accepted it as they never offered any more at that price for New.

  Business response

  01/23/2023

  Good afternoon *****,

    I apologize that you received a damaged guitar.  However, due to ****s Rules and Regulations, we are unable to offer replacements to **** customers as an option for any returns.  Also, it looks as if you purchased this during our promotional period, which has since ended, and we no longer have any stock in the guitar that you originally purchased, nor in a different color available at new at this time.  There are also times when multiple orders are placed at the same time for the same item, where our system is unable to update quick enough and this will cause an inventory discrepancy.  Again, I apologize for any inconvenience this may have caused.  Please feel free to check out our website at ******************** to see all of the items that are currently in stock.  Please feel free to reach out if you have any further questions or concerns.  Thank you and take care. 

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product was supposed to be a ******************* synthesizer open box when it came to chassis was all messed up also it's not a ***************** synthesizer it's *********************** they marketed it as the wrong product

  Business response

  01/03/2023

  Good evening *******,

    I see that you ordered the ******************* ***6 Keyboard-Open Box on October 4, 2022, however I do not see any other correspondences from you since you received your order.  I do see that you called and spoke with ** in regards to the package being located at a ***** hub located approximately 2 hours from your residence in *****, **.  The ***6 Keyboard description on our website states, "Two Legends. One Instrument
  The ***6 is a once-in-a-lifetime collaboration between the two most influential designers in poly synth history, ******************* and ***********************. The ***6 takes the classic bold *********************** sound with its true voltage-controlled oscillators, 2-pole filter, and amplifiers and adds modern enhancements such as studio-quality effects, a polyphonic step sequencer, an arpeggiator, and more. No other modern analog poly s... synth can boast such a pedigree or such a massive, in-your-face sonic signature."

    Unfortunately, you have waited to contact us 2 months after the product had been received.  We only offer a 30 day Warranty/Return policy, which is also stated on our website under our HELP Section.  Please feel free to reach out if you have any further questions or concerns.  Thank you and take care.

   

   

  All the best,

  *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩