American Musical Supply

I returned a musical instrument to this company. I returned it under their 45 day return policy and was charged a restock fee. The company claimed that it was due to damage that occurred while the item was in my possession, but I contested the charges because I had received it in that condition. I did not even use the instrument. The company is denying my claim for a full refund due to the fact that I did not notify them immediately of any wear. I did state this fact when I called the company to contest these restocking fees. I am obviously not the first owner of this equipment, but they are selling this a a new item.Product_Or_Service: [redacted] Studio Pro 2014 Electric GuitarOrder_Number: [redacted]Desired SettlementI would like them to review the serial number and prove that it was a previously owned instrument. I would also like my full refund processed.Business Response The following is an activity break down of Mr. [redacted]'s account history regarding this order. The guitar has been returned to our warehouse and Mr. [redacted] has been refunded less a non-refundable payment plan fee, restocking fee, return shipping label.Purchase price: $1373.001st payment on a 12 pay installment plan: $136.37 (Refund)Non Refundable payment plan processing fee: $21.95 (Fee)Prepaid return mailing label fee: $20.30 (Fee)5% restocking fee: $68.60 (Fee)Final refund back to account $25.52In review of Mr. [redacted]'s order and contact with our company please find the below regarding our posted policy regarding restocking fees:How are restocking fees handled?We rarely charge restocking fees. We can only accept items that are returned without signs of wear and tear and with all of the original contents and packaging. "Wear and tear" refers to any damage that was not present when the merchandise was received - rack mounting damage, scratches, dents, etc. "Contents" consist of any included parts and accessories, as well as the warranty card and manual, void of notes or markings. Packaging includes all inner and outer packaging, complete with the original barcode affixed. Items not returned in the condition described here may be subject to restocking fees (minimum 15% of the purchase price, as determined by our cost of replacing the missing items including a processing fee for this labor-intensive process) or refusal of the return. Larger items and items that we ship directly from our vendors can be subject to a minimum 30% restocking fee. This fee may apply if you refuse delivery or as a result of delivery exceptions, as well as from a typical return. These conditions apply to all returns regardless of the reason for the return. A restocking fee will be charged for any defective item that is returned in damaged condition.Mr. [redacted] has ordered with us 6 times and each of his orders has been returned. For an order Mr. [redacted] placed on 3/03/15. In a 3/11/15 email regarding this order, he stated the following reason for returning that order (#[redacted]) RETURNING: GUITAR FINISH HAS MINOR SWIRL MARKS AROUNDBUTTONS AND LOOKS LIKE IT MAY HAVE BEEN USED. OUTPUT SOUNDS LIKE IT HAS A SHORT. WHEN PLUGGING A CABLE IN PRODUCES LOUD FEEDBACK. TESTED W/ MULTIPLE KNOWN GOODCABLES. I WOULD LIKE TO EXCHANGE FOR GIB LPM15 VSSN1 Our contention with the order referenced in this complaint is that should there have been defects/damage/wear and tear, this information should have been reported, by Mr. [redacted] at the time the order was received, as had been done just a few days prior on a separate order. Mr. [redacted] emailed and the agent noted the order under contention with the following, "THOUGHT HE ORDERED GIB LPM15 VSSN1 AND WANTED TO CHANGE IT FOR THE CURRENT ONE ON THE ORDER". Order shipped: 3/12/15 Requested return via email: 3/13/15 (Day the item arrived)There was never a mention regarding anything other than he ordered the wrong item. Thank you for the opportunity to reply.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not agree with having to pay the restocking fee of $68.60 for an instrument that was clearly used when I received it. I did not immediately report this as I was originally planning on keeping it and considered the signs of use acceptable for the price paid. I did not have an issue until I returned it to find them holding me responsible for damages that occurred before I received the item.Final Business Response Please know that this item was not a used item being sold a new. Having said that, at this time we have refunded Mr. [redacted]'s request for $68.60. Ensuring a positive customer experience has always been at the root core of our 30+ year business and continues to this day.