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Complaint Details
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Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased two pickguards from this business at the end of September. The website estimates a turnaround time of three weeks for orders. It took two months before I received my order. There was absolutely no communication from the seller for the delay. One pickguard I received was fine and the other was cut incorrectly. This error is an industry standard cut (the location of a single coil bridge pickup on a stratocaster) and should not have been made incorrectly. I have messaged them by email and by phone weekly for a month to ask for a replacement or a refund and they have not responded. The customer service is nonexistent.Business response
12/02/2022
I apologize for the delay in responding to your email. We are a small custom shop and sometimes are not able to get to emails and voice mails right away. I was out of commission for a bit and got behind.
I can redo your order but would need the exact measurement to move the bridge pickguard. If you prefer I can refund the order.
Let me know and again I apologize for the delay
*********************
Terrapin Guitars
www.terrapinguitars.com
*****************************
************The customer preferred a refund so I refunded his order on December 1st, 2022
Customer response
12/08/2022
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.I received my refund and returned the defective item to the seller. I doubt they would have contacted me if I had not made this complaint as I have found reviews of the business going back many years all complaining about terrible customer service and lack of communication. My thanks for helping me resolve this issue.
Sincerely,
*********************
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Contact Information
180 Grimes St Ste C
Eugene, OR 97402-5350
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.