Xymox Percussion

We ordered a drumpad on March 2, 2019. The original delivery time was 3-4 months. We have emailed the company so many times I've lost count. Finally, in October 2019 I was promised that the item was placed on priority which was 7 months after the purchase date. I have emailed them every single month. After December, they have stopped responding to my emails and still we have no drumpad. We are now 7 days away from waiting an entire year for a drumpad that was supposed to take 3 months. This company is an absolute fraud. They are not honest about their shipping or production times and their customer service just dishes out constant lies and excuses. I have not asked for a refund because it is against policy. I just want the drumpad.

Order Date: October 9, 2019, Order #***. !st complaint ID #*** with Revdex.com. Still no satisfaction from this business. And now cannot get onto website - says Sleeping!". What? I have not received this order nor a full refund. They have had my money in the amount of $186.43 since 10/9/19! And I have nothing for my grandson as stated in my first complaint with you. Now I am having serious doubts about the Revdex.com. Answers please!!!!!

I placed an order for the following on August 11 2019 and have yet to receive my products and emails have been unresponsive.

1ea Bass Kick set
1ea Tenor Kick Gold
1ea Hybrid Snare Drum gold Limited.

I ordered a drum pad from Xymox on October 3rd, 2019 (order # ***). Xymox gave me a delivery date of October 30th. I still haven’t received the drum pad as of today (21 February 2020), and Xymox has failed to respond to the last 5 emails I’ve sent them. When I initially ordered the pad, the business’ listed customer service number was only a recording instructing you not to call that number. It has since been disconnected.

I ordered a custom xymox hybrid snare about 6 months ago. I was told it was in production 5 months ago. Since then I have waited for any updates and sent multiple emails to the company asking for any update on production. I have received no further communication and have been left without anything to show for it. I have heard bad things about xymox percussion's delivery times before but never truly experienced the frustration of ordering something and almost forgetting that you ordered it because of the unbelievable amount of time that passed.

Ordered from Xymox Percussion online store on 12/7/2019 and still have not received order. I have emailed them several times and finally got a return email on 1/31/2020 from Christi Ballew stating that my order would be shipped. As of today my order still states "in process". They do not respond in a timely manner and refuse a refund. I spent 174.00 with no product

Ordered but never delivered. I ordered two items for my 11 year old son, one in October and one in December. Never received.

XYMOX PERCUSSION
Complaint Summary
16 February 2020

On 07 Jul 2019, we placed an order with Xymox Percussion for products totaling $114.89 after shipping and handling. Emailed confirmation was received the same day from “***@***.com” stating of import: (1) the order number, (2) a typical production time of 2 – 8 weeks, (3) shipping options available via “***@***.com” or ***, and (4) that the estimated shipping date of our order was 12 Aug 2019.

Communication next came from Xymox on 10 Sep 2019. It stated only that the order status had been changed to “In Production.”

On 26 Nov 2019—three and one-half months after the estimated shipping date—I called the *** number from the order confirmation email to obtain order update information but received only a message that the number was for outbound calls only. In lieu of, I instead filled out the “contact us” form on the company’s website which, upon submission, went to “***@***.com”.

A reply was received the next day, 27 Nov 2019, from *** via the email “***@***.com”. She stated that production was delayed due to “parts not being provided to us in time” and “we are working on getting your order shipping out by the holidays….”

Three weeks later on 15 Dec 2019, I sent a second email back to *** on the same email thread requesting yet another update. It was five days later on 20 Dec 2019 at 12:40 pm that her reply came: Could I please provide her with the order number? I replied with the requested information within five minutes. I never received another reply or any further information regarding order status updates from *** or any other Xymox entity from that point forward.

By 18 Jan 2020—with no reply to any of my attempts to contact a breathing entity affiliated with Xymox Percussion, and with no further recourse to even discover whether or not we still had an order somewhere in the “yet to be fulfilled” stack—I composed yet a third email.

By then, ten minutes on the Internet was sufficient to reveal voluminous information from former and current customers suggesting that Xymox was a “one-star company” with non-existent customer service skills, a penchant for blocking their detractors on social media, and somewhat adept at recycling the same three excuses to account for delays to those customers persistent enough to find their way through a crack in their commercial stonewalling.

Thus, I made one final appeal for information regarding my order, respectfully indicating that I would take the matter up with consumer protection institutions if they wouldn’t at least afford me the courtesy of a response. I sent it to every Xymox-related email that I was aware of, which included “***@***.com” among the three already listed. There was no response from any email address or named entity.

On 17 Feb 2020, with no expectation of any response, I composed a final email on the original thread to ***. I was encouraged to do so only because Xymox now proudly proclaims on their website that all emails are answered within 24 – 48 hours. On social media, they even encourage people to “email *** more than once if they don’t hear back from her….” I sent my email approximately every 90 minutes starting at 11:00 am PST. No response. It’s also noteworthy that Xymox is now excitedly broadcasting across their social media machine that “we will now GUARANTEE all new orders to ship within 12 weeks.” They fail to mention any GUARANTEE, or even a footnote, regarding how soon they’ll be shipping orders that are now approaching EIGHT MONTHS MATURITY.

As for me, like the collective sentiments—and creatively woven tapestries of expletives of hundreds of other Xymox Percussion customers, past and present—I want my product. Four months ago—or even before the holidays. It’s truly regrettable that anyone should have to go to such effort to obtain a product that they’ve already paid for in good faith from a company possessing a business license to sell it, yet seemingly remaining devoid of the capacity to provide it.

We've ordered drum pads from them in April 2019 and August 2019 and not received either order. When contacting them and looking at the status online we're told it's in production. When you attempt to call, it says the voicemail is not setup. The last communication we received from them was in December of 2019. This is ludacris and an extremely unprofessional way to conduct business. When we asked for a refund they were quick to quote their terms and conditions, and to let us know they have a very strict no cancellation, no refund policy. However, they are not obliging to their end of the deal by providing us with the products we have ordered and paid for almost a year ago.

I placed order #*** on 8/27/19 and have still not received this item. On your website, the status is still listed as “in production”. I did receive one email letting me know about the delay in production (beyond the 12 weeks listed on your website) and that you hoped to have this item to me by the end of the year. I emailed in December to check in the status of my item but did not get a reply. I have emailed you two additional times in January 2020 but have received no replies to my inquiries. After six months, I would really like to have my order completed.

I would greatly appreciate an update on my item.

I ordered a tenor practice pad for our high schooler 10/2/19. It was to ship 10/30/19. None of the phone numbers I try work. She needs to practice cause tryouts are coming up. Ordering it in Oct seemed like plenty of time for them to make it and ship it.

Ordered a drum pad on 10/19/19. Company said we would receive it by the end of November. Still haven't received it and the responses from customer service are a joke. When customer service tells you they don't have the production calendar handy, you know there's a problem. See the email below.
Hi ***,
I want to take the time to thank you as a customer for bearing with us during this long wait. We are doing everything we can to get back to our normal 4-8 week production schedule. Thank you, and we sincerely apologize. I apologize for the delay in email responses as well! I have been extremely backed up lately, and that’s all on me so I want to take a second to make sure you as the customer know that I am sincerely sorry for this and am getting back on schedule. I do not currently have the correct production calendar handy. We got an incorrect shipment of wood bases that were meant for next month so it throws the whole calendar off, and I have to get it fixed. I have entered your order into the production calendar, but unfortunately right now I can not give you an exact date because I don’t have it updated correctly. We are working to get your order out before the end of February.

Last year I made two purchases with this company. One on April 5, 2019 for a tenor pad, and another order on May 5, 2019 for a snare pad,. Both items when ordered showed an expected ship date of 8 weeks from time of order. This was acceptable to me when I made the orders. Multiple emails later and no change in my order status, we are now getting no responses to my emails I have sent over the last three weeks. I would like my money refunded, or my products shipped this week. Ten months is entirely unacceptable when I believed 8 week ARO.

This is actually a 0 star but I can’t leave that and write a review.I purchased a custom drum pad online on November 19,2019. They send confirmation and gave a tentative ship date of 12/12/19. Order has yet to be shipped or recived. We started calling after the ship date to find that we couldn’t talk to anyone at that number and message told us to email only, which we did. After two messages we recived a message from Christi stating they were running at the full 8 weeks sometime to 12 weeks production because they cant get parts. At 12 weeks we still haven’t heard anything and have sent two more emails asking for updates,that have been ignored by this company. The only reason we orderd from this company is because our grandson’s percussion teacher had gotten his practice pads from there. Wished we had read the reviews before ordering from this company, seems to be a constant problem with the same reasona given. Would like an answer and the drumpad! My grandson will graduate in a few months at this point . Unhappy customer! Very concerned that this is an FTC violation as we paid and they received the money and we have no merchandise.

I ordered a tenor drum pad on September 8th 2019 and have yet to receive it even though I was told it would ship out on 1/15/20. This company is a joke! It's been over 5 months and I'm honestly tired of waiting. I've sent several emails to Christi B to which she hasn't responded to since January 4th. I can promise you that I will NEVER order from them again. All I want is the drum pad for my child. I'm not asking for a refund but if I dont receive the product shortly, a refund will be requested or they will be taking it up with my lawyer!

This is my second complaint I am filing with the Revdex.com about Xymox over the same issue. We ordered a set of bass kicks on May 28, 2019. We have emailed Xymox MULTIPLE times. After filing my complaint with the Revdex.com on December 15, 2019, I received a prompt email reply from Xymox, on December 17, 2019, stating that our order would be "shipped out by the end of the next week at the very latest." It is now February 16, 2020, 8 and a half months after our initial order, and we have received nothing but excuses from Xymox.

I placed an order on 9/2/2019 for a Xymox drum pad. We were told it would take 6-8 weeks for us to receive it. After that time we reached out and was told we need to wait the time they told us, but what they didn’t get was that we did wait they time and that’s my I emailed them. It has now been 5 months. We would really like our product. I was disappointed when I found out about all these complaints!

Ordered a tenor pad on 12/18/19 and as of today (2/15/20) I have not received it despite calls and emails to the company. Their phone doesn't take calls and the emails are excuses. I asked for a refund and have received nothing in return. Now I am out nearly $200 and no recourse but to go to small claims court which will cost me more money and time. I see that many others have had this issue and something needs to be done about this company!

I ordered a product from XymoxPercussion in April of 2019. I've been in contact with their customer service multiple times, starting around August of 2019. We emailed back and forth up until January, where they stopped replying to my emails. In every email, they gave me an estimated delivery date of about a month. Every time, the date came and passed with no progress on my order. I would email back and they'd do the same thing as before, push the date back a month or so. In total, we've emailed back and forth 7 times. I want what I ordered. I knew about the company's long wait times when I ordered the product, but I wasn't expecting almost a year. It becomes even more of an issue when they refuse to contact me when I reach out.

My 16 yr old son (***) placed on Order that was charged to my bank account on Oct 25th 2019. He received a few communications saying the order would ship but then nothing came and another email from *** was sent apologizing and saying it would Ship in January 2020. We still have not receieved any product. I do understand this is a custom made product but their ship time is 6-8 weeks and it as has almost 4 months. There is no phone number to contact them except a google phone that has a recording asking to EMAIL only. Emails do not get a response.