U S A Custom Guitars

Review: Back in mid January 2014. I sent wood to USA custom guitars to have a guitar body and neck built. I have done this many times before. And up until this time I have never had any issues. I made the final order on 01-30-2014. Paid in full the next couple of weeks. I have called several time asking when my products would be arriving. In march I was told it was ready to ship. Then later that month they said they lost the wood and never did anything as far as progress goes. Then in April I called several times. But never got any calls back. The only time I was able to talk to them was if I got lucky and they answered the phone. Same thing in may. They kept promising it was almost done. In June I finally got the guitar body. But was incomplete. I had to drill my own holes for the knobs and final sand it. Which was suppose to be done before they shipped it. Here we are 6 months later. I still have no guitar neck. And still keep calling. This was suppose to be a 4 to 6 week turnover. I have ben trying to get a refund. But they will not return my calls.

Product_Or_Service: Guitar body and guitar neck

Order_Number: XXXXX

Account_Number: XXXXXDesired Settlement: DesiredSettlementID: Replacement

I would like a refund or replacement as promissed

Business

Response:

Business Response /* (1000, 20, 2014/08/22) */

To Whom it may concern,

RE: [redacted]

My name is [redacted] I am the office manager here at USACG. I personally got involved with [redacted]'s order after he initiated it with [redacted] (owner). It is correct that [redacted] sent us wood for this order and it is true that we took an extremely long time to deliver. We had some issues with his order specifics along the way but most of the delays and difficult communication were internal and unrelated to [redacted] or his order. Ultimately we had to compromise on several details on his parts and his neck was undeliverable in the end due to a machining error. We admit to everything that [redacted] stated in his complaint and take full responsibility for his less than stellar experience. I personally take responsibility for the spotty communication. We went through a company wide restructuring in early April and the fallout of that contributed greatly to my inability to get him regular and accurate information. We have been a very successful company in our industry for over 10 years and these last few months are not a good barometer of our history of great customer service. I would think a relatively quick internet search of our company would back up that statement. I have yet to speak with [redacted] directly since we received your letter but I will continue to try and reach out to him.

On 8.6.14 [redacted] was refunded $213.00 for the neck he paid for in advance but never received.

We apologize for the delay in response.If you have any questions or if there is still something required for us to do please let me know.

Regards,

USACG

[redacted]@usacustomguitars.com