Acoustic Sounds - terrible experience

Discussion in 'Marketplace Discussions' started by FashionBoy, May 20, 2011.

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  1. Zanth

    Zanth Senior Member

    Location:
    Ottawa, Canada
    What's really scary is that the only stores willing to take a defective LP back are online stores! Elusive, Acoustic Sounds, Amazon... meanwhile, I hit up a local store and I'm in for it, out of pocket to be sure, there are simply no returns.
     
  2. MikeyH

    MikeyH Stamper King

    Location:
    Berkeley, CA
    Been there, done that from inside the store.

    If a store could return vinyl to the distributor, you'd be able to return it to the store. But they can't, so you can't.

    Some stores, like those here in Berkeley, actually offer a guarantee and take (partial) returns under certain conditions. That's a loss to them, basically.
     
  3. DrJ

    DrJ Senior Member

    Location:
    Davis, CA, USA
    Wow, I've always had great customer service from AS. When there's been a problem with an item, they happily take it back - I've always gotten responses via e-mail but also they are very helpful if you just call them.

    Also a couple times after changing credit cards and not remembering that I had my Blue Note subscription coming out of the cancelled card, they contacted me to prompt me to send them the new card number (rather than just never sending me my albums) - so proactive service, even.
     
  4. dale 88

    dale 88 Errand Boy for Rhythm

    Location:
    west of sun valley
    I have always had good service from Acoustic Sounds. Fast with no defects.


    Yeah, the only thing I have had a problem with is a credit card pre-order that went on so long that the card needed a new expiration date for their files.
     
  5. Zanth

    Zanth Senior Member

    Location:
    Ottawa, Canada
    I buy enough from two stores in particular that I would hope they would help me out. So far, one of the stores has an absolutely zero policy. No returns, even for their employees. I do end up buying from them most often, despite this policy, but that is because they offer the best prices, the best overall selection and their albums aren't damaged by folks quickly flipping through. I've only been hit really hard a few times (with this shoppe it was some special order Classic Clarity boxes, with the other shoppe, some more popular rock stuff that had warps.)
     
  6. eddiel

    eddiel Senior Member

    Location:
    Toronto, Canada
    Actually further to my previous post I should say that they were helpful with getting me replacements. They were fast and efficient and I had no hassles. They also sent the goods so that I didn't get nailed for further customs charges.

    I had no real problem with the actual customer service.

    I would def call rather than email.
     
  7. MikeT

    MikeT Prior Forum Cretin and Current Impatient Creep

    Location:
    New Jersey, USA
    I buy a lot from Acoustic Sounds and I NEVER had a bad experience. I recently purchased a turntable that proved defective and they went out of their way to ensure I was satisfied and happy.

    I would suggest calling them, if you can. They respond very well to customer service phone calls.
     
  8. Pureprairie1972

    Pureprairie1972 New Member

    Location:
    USA Heartland
    I agree that calling them is a better idea.

    Also with the Nat King Cole product I think I'll stick to SACD.
     
  9. Blair G.

    Blair G. Senior Member

    Location:
    Delta, BC, Canada
    Acoustic Sounds has always been good in my experience.

    I know there can be customs/brokerage issues when they ship by courier to Canada so I avoid that route....I have the discs shipped to family in Seattle.
    Never had a defect so can't comment on that aspect.

    They did overcharge me initially on the Nat King Cole SACDs (I pre-ordered when they were $30 each...they tried to charge me $35) but that got sorted out easily.
    And they also charged me $7.45 shipping on each of the last 2 NKC SACDs (there should have been no shipping charge because the initial order exceeded $250). But I'll be calling them today and expect that to get fixed too.

    Would definitely recommend calling them over the e-mail option.
     
  10. John D.

    John D. Senior Member

    Never had a problem yet with Acoustic Sounds. I had a bad pressing of a Nat King Cole title on one of the 45 rpm's I bought from them.
    I called and explained the problem, they said because it was on their label, they would ship a replacement LP and I didn't have to return the bad one.

    If you want a problem resolved ASAP, alway call instead of emailing someone. :thumbsup:
     
  11. rstamberg

    rstamberg Senior Member

    Location:
    Riverside, CT
    Call them on the phone.
     
  12. johnny 99

    johnny 99 Down On Main Street

    Location:
    Toronto
    I'm not missing out on anything (except a lot of headaches)

    If I can't see it and touch it (I ain't buyin' it); plain and simple.
     
  13. Blair G.

    Blair G. Senior Member

    Location:
    Delta, BC, Canada
    I hear you loud and clear on this, and agree...but, around these parts (Vancouver) there is no where to see it and touch it, so mail order is the only option other than driving 2 hours south to Seattle :help:
     
  14. HiFi Guy 008

    HiFi Guy 008 Forum Resident

    Location:
    New England
    I've always had good experiences with AS as well. Had a long chat with Chad about... 15(?) years ago when he warned me away from a Pink Floyd vinyl box set they were selling (the lp's were digitally sourced.) I was impressed and would expect them to follow through with any problems until they're resolved.
     
  15. ssmith3046

    ssmith3046 Forum Resident

    Location:
    Arizona desert
    Sorry to hear about your problems. I've placed well over a hundred orders with Acoustic Sounds and have had no problems at all. Just placed an order yesterday and it's on its way.
     
  16. rodstone

    rodstone Forum Resident

    I've ordered equipment, CDs and LPs from Acoustic Sounds and have never had a problem. In my experience, their customer service is friendly and responsive. I had no problem returning some stuff simply because I changed my mind. And the LPs I've received (including the Nat King Cole lps and the new 45 RPM Rumours) have been immaculate.
     
  17. Geoff

    Geoff Senior Member

    Location:
    Roundnabout
    I'm intrigued about this... is that standard practice in the US and Canada? How about elsewhere? I've NEVER had an issue returning LPs to my local dealers.

    The last defective one I bought was part of my first purchase from a new shop specialising in Indie type stuff. They didn't have another copy in stock, but ordered another one in very quickly and apologised profusely for the inconvenience (which was in no way their fault). Needless to say, I intend to bring a lot of custom to that particular shop. :love:
     
  18. MikeyH

    MikeyH Stamper King

    Location:
    Berkeley, CA
    Generally, yes.

    The stores have to eat the cost. Some do, many refuse. Pretty much by definition, if you've found it faulty it's opened and used.

    It's the distributors that don't take them back. Some don't even take sealed CDs back. Part of the shrinking market. It all used to be returnable ten years ago. Sometimes distributors give extra discount if you waive the returns.

    Direct mail order is different; different rules, not to mention you're generally also protected by credit card agreements.
     
  19. Zanth

    Zanth Senior Member

    Location:
    Ottawa, Canada
    Mike has it right for Canada too. The distributors won't take them back. They don't take them back because the labels won't take them back (supposedly) and so, the stores don't want to be bothered to keep customers happy and rather than hook their customers up with a discount or some form of support, they'd rather make some money or tell the customers to shop elsewhere.

    One shop I frequent would do what they could to compensate me. But I know it would be out of their pocket. The spot I buy my audiophile releases won't take anything back nor will they do it for their employees. Makes buying records a bit sketchy if not downright volatile.
     
  20. HiFi Guy 008

    HiFi Guy 008 Forum Resident

    Location:
    New England
    That would really burn me. If I gave that shop some money for a record, and the record was fine but the money was later discovered to be counterfeit, should I repay them? According to that shop's standards, of course not. Tough luck.
     
  21. He doesn't have enough posts to enter the Marketplace forums at this time.
     
  22. FashionBoy

    FashionBoy Forum Resident Thread Starter

    Location:
    Toronto, Canada
    Thanks for all the thoughts, I appreciated your experiences as well.

    I will give them a call tomorrow... I did receive a message on Friday that they would not send any more replacements (against their policy) but they would offer a refund if I shipped the LPs back to them.

    At this point that is pointless for me - as it would be $30.00 shipping and I would still be out of pocket $40x2=$80 + $30 + $40 +$30 =$180.00 (back and forth shipping I've paid for to this point, and taxes levied twice).

    If they are not willing to resolve this (I feel they should send me replacements, no further charges), then they have lost me as a client... and potentially a lot of business of not only vinyl but a lot more $, as I am in the market for some tube gear and a mid-level phono pre in the next 6 months...
     
  23. RonW

    RonW Forum Resident

    Location:
    New York
    I have also found this to be true. Don't screw around with emails call them directly and discuss. I feel your pain with vinyl though. Very expensive now and quality is going down. I saw this coming a couple years ago and stopped buying. Sorry, no faith or trust anymore.
     
  24. schelti

    schelti Forum Resident

    I had the same with importcds.com: they don't reply to emails.
    They do reply & refund if I buy from them via Amazon.com.

    About calling or emailing: if they have email, they should respond to it.

    If I had faulty LP's from Amazon (both US and Canada), they responded very quickly, and told me that I did not have to send the faulty Lp's back, because of high shipping costs.
    (I live in the Netherlands)
     
  25. delacey

    delacey Forum Resident

    Location:
    london
    I've found Acoustic Sounds' customer service to be very poor.

    I waited weeks for a refund on a disc that was returned to them without ever being delivered to me in the first place.

    I really don't like the idea of bashing a company which on paper is promoting vinyl as a medium. However I've been left hanging on for weeks - and given the impression that no one really cares. This retailer charges top dollar for product yet my own experience is that their customer service seems the worst out of amazon US, elusive, soundstage and music direct, all of whom I also buy from.

    As an overseas buyer, trust is of vital importance - which is why I won't be using AS again
     
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