Xymox Percussion

I have no idea how this company is still in business. My son ordered (and paid for) a tenor pad on May 5th, 2018, and as of today, over 6 months later, he still does not have the product. He has been dealing with Melissa Haley via email, and she just keeps telling him it will be a few more weeks, or "please hang in a bit longer while we wrap things up." I sent her an email a few days ago, and the response I got was "This is very alarming to me because I show that all May orders had been completed so you should have received this by now." Well guess, what, we haven't received it, and you know darned good and well we haven't because of the emails my son has been sending asking where his pad is! Hard lesson learned for my son, and hopefully he will research companies he orders from going forward. I have no idea if we will ever see this product, or if he is just out $200. I will join in the many others who say DO NOT ORDER FROM THIS COMPANY!

Do not order from this company. Below is an sample of the customer service letter I got from Melissa H after waiting 5 months. I ordered this on May 27, 2018. It has been marked as complete since Oct 5, 2018. It is November 7th and I have no product or any indication they are going to send it.
Hello ***,
I apologize you haven't received your order yet. I was completely unaware that you had not received this because I do show that your order was completed. That's strange because I had replied, as shown in this conversation thread. The phone number that we proved is for outgoing calls only and we ask to email us in regards to any order. Saying we have the worst customer service is a bit offensive because I have replied to every email with the best information at the time. However, I will agree with you that our turn around time is not the best. Any who, I have brought this to the attention of the production and we are doing the best to get this out to you. Please feel free to reach out to me Wednesday of next week if you do not receive tracking information by then. Thank you for hanging in there and have a wonderful evening.
Sincerely,
Melissa H
Xymox Percussion
Follow us on IG @*** Join us on Facebook
Follow us on Twitter @***
The information contained in the above message including attachments may be privileged and confidential, and for the exclusive use of the intended addressee. Any disclosure, distribution, other dissemination or use of this communication is strictly prohibited. Thank you for your assistance.
On Oct 29, 2018, at 4:06 PM, *** wrote:
Hi Melissa,
Can you provide an update for what is going on with our order? It went to complete on Oct 5. The original email said it would take 1 to 5 days to ship. Your system did not provide a shipping date or a tracking number, so I have no idea where this stands or if it is lost in the mail some place. I emailed you last week for an update and haven't heard back. I've tried calling the number that your emails say to use, but it tells me it is for outgoing calls only. If this has not shipped, it needs to be shipped. You have been sitting on our money for 5 months already and we have nothing to show for it. At best this is the worst customer service I have dealt with in a long time, but this is really looking more an more like a case of fraud.

This review is on our experience and not the product. To date, we have never received the product. Maybe we will someday, who knows? My goal with this review is not to be negative about the product but to make sure people understand what they are getting into when they order from Xymox Percussion. Do not order from this company with expectations of receiving your order in a few weeks or even a few months. After I spent time researching Yelp and Revdex.com I realize that for years this company has been a serious source of frustration for consumers. I only wish I had taken a minute to research before I ordered. My son had seen these pads on YouTube and I had no clue what low ratings this company truly had or I would have never ordered from them. The no refund policy should have been a warning. Lesson learned… trust me. .
I apologize for the long review, but I will list the timeline of our experience with Xymox below. I do have all the emails I have received from Xymox customer service showing production status and the direct interaction that I have had with Melissa over the past few months to verify my timeline.
On May 3rd 2018 I ordered 1 snare drum pad from Xymox Percussion. At that time the email estimated that the product would ship from facility May 30th 2018 stating that production time is generally 2-8 weeks. We received an email on May 31st stating our drum pad was in production.
On June 11th I contacted their customer service inquiring when we should expect our drum pad. I was told by Melissa to please allow up to 8 weeks for all orders and they were running at the full 8 weeks.
On June 30th we received an email stating our drum pad was near completion. I waited until July 30th to contact them and received a reply from Melissa on July 31st telling me they were working on getting this out to us in the next 1-3 weeks.
5 weeks later on September 9th I contacted them for a shipping date and was told they were cleaning the orders up as quickly as possible and would be wrapped up by the next week. They had tons of orders and for me to check back with them after September 17th.
On October 2nd I emailed asking for a ship date and was told to hang in there another 1-3 weeks. The email was a duplicate of the email I had received from the company in July. Word for word.
On October 5th our order status was changed to complete. On October 23rd this order has not been shipped. I emailed Melissa asking for shipping info and she replied on the 24th and said that yes our pad was complete but their shipping department was behind and they would try to have this out to us within the next 2 weeks. I replied to her and told her the entire situation was just ridiculous and I would not bother her for anymore updates. I told her they needed to be more honest upfront of their production timeline.
Since we placed our order this company has had a half-price sale on Memorial Day, July 1st-4th, and actually had a half off sale October 5th -8th. We payed full price for our snare pad and still haven’t received it almost 6 months later.
When we ordered on May 3rd we ordered because our son needed a pad. This was not just a frivolous purchase. He is a high school marching band drummer that played snare this year and needed a good pad to use at home to practice. We figured ordering by early May we would have the pad by the time practice started end of July and first of August.
High school football season is over in less than 2 weeks and he didn’t have the practice pad the entire time but Xymox took my $120 dollars on May 3rd.

Placed an order on 12 May 2018 with an estimated ship date of 22 June. That date came and went. Contacted Xymox and was told there was a delay, but that it would ship by 27 Aug. Contacted them again in Sept after that date past and was told it would ship by 24 Sep. We are now past that date, it has not shipped, it's been over 20 weeks since my order date, and no reply from Xymox.
DO NOT ORDER FROM THIS COMPANY! You will not get your order and now my bank is telling me the charge is too old and that I cannot dispute it. As a result I will be be filing a Revdex.com complaint, logging a case with the *** Center (***), and contacting the local *** office that services Rancho Cucamonga, CA and/or ***, CA asking that they investigate and shut them down.
If you think this is an isolated case please take a look at the 1st half dozen sites that comes up when searching on Xymox Percussion reviews. This has happened to hundreds of people.
1. http://www.***.com/***-***/***-***-***.html
2. https://www.***.com/***/***-percussion-***-***
3. https://www.***.com/***/relevant/***-percussion
4. https://www.***.com/***/index.***?/topic/159750-***-beware-***-percussion/
5. https://www.***.org/***/***-***-***
6. https://www.***.org//ca/***-***/***/***-instrument-***/***-***-***-***/complaint...⇄

If there was a "0" stars option - I would give it to this company. DO NOT EVER buy from them!!! I ordered a practice pad on June 25, 2018 with no changes/refunds. It is now 13 weeks later and it still is not shipped out. I have been told everything from, "we are running a little behind" to "it's made, but UPS won't pick it up because we are filling up their trucks". Every time I ask for another update I get "hopefully next week". They will not refund my money nor will they give me my item. This company needs to be shut down!!!

Can -2 stars be allowed because that is all this company is worth. Every review is the same. The company makes a claim of 6-8 weeks for completion then tells you no refunds or cancellations. They dead lock you in knowing that the actual production time is 3-6 months. They take forever to respond to emails and it's always the same lame as excuse. I'm still waiting on a tenor pad I ordered in june

4 months and waiting.... Excuses are the same as the other comments. I am looking forward to the “waiting on packing materia” excuse. Wow! Unbelievable.

My review is no different then the others that I've read. I ordered my son's pad back in March with expectation that they'll be completed in 4-6 weeks. It's amazing that I got the EXACT same response that others have received " I do see that your March order is completed but we are ironically waiting to receive packaging material from our vendor. We have been in contact with them and they are estimating to deliver in the next 2 weeks. Once we receive boxes we will go ahead and get this out to you as quickly as possible." I saw a review posted by *** J. with the exact same wording to apparently it's a LIE! They don't have issues with the vendor this seems to be a standard practice. NEVER AGAIN will I order from this company nor will I recommend them. Terrible service! Not sure how they're still holding on to a B rating!

Just as most of the other reviews I've seen here (wish I would have checked Xymox here before ordering) mine is the same. I ordered custom drum pads in December 2017 expecting to receive them in the 6-8 weeks as stated on their site. Nope, it's now June 2018 and no drum pads.
My first update back in February I was told that my order was to be shipped on 21 Feb. Second update- "The company we use to lacquer our wood bases has been swamped since the holiday seasons, pushing back our shipment dates and unfortunately setting us back in production." I mean really, Lacquer? Finally a glimmer of hope, near completion in March. This is what I was told today -
"I am terribly sorry we have not gotten this out to you just yet. I do see that your order is completed but we are ironically waiting to receive packaging material from our vendor. We have been in contact with them and they are estimating to deliver in the next 2 weeks. Once we receive boxes we will go ahead and get this out to you as quickly as possible."
Boxes? There's a shortage of packing materials in California apparently. I don't even think my son remembers asking for them for Christmas. I'm done. Never again.

Like many other reviewers, I ordered my drum pad as a Christmas gift in early December with an expected arrival date shortly after Christmas and have not yet received it. Every time I ask for an update, I am told that the pads will arrive in about a month but nothing ever arrives. The phone number that is included to call for assistance does not take incoming calls.

My review is very similar to others. I placed an order in November 2017 and was given an estimated 6-week estimate for shipping. It is now May 2018, 6 MONTHS later and we still have not received our order. I have emailed their customer service 2-3 times already and each time I have been told it would be just a few more weeks. And each time, months pass with no shipment and no update. I have sent Tweets to the company, and I get nothing other than the occasion empty promise. Absolutely ridiculous way to run a business.

Ordered last November as a Christmas present.. it's now May and still hasn't come in the mail. Extremely disappointed...

Avoid this business at all costs. I ordered 2 tenor pads on December 3, 2017. Initially was told that the ship date would be December 20th. My payment was processed in a very timely manner - actually the day I placed the order, however, it is now April 30, 2018 and I am still awaiting my product.
The company is responsive to email but is one excuse after another: delayed raw materials, lost my order, misplaced my order, dog ate my order........pretty ridiculous when you look back over them over time. If this is how you run a business, it is no wonder they have to ponzi scheme their customers in order to stay afloat.
I would rate this business as either an out and out fraud or so dismally pathetic that their still being open is truly a mystery.
Plenty of high quality, reliable and truthful percussion vendors on the internet. Whatever you do, find someone else or you will regret your decision.

I ordered my son a custom tenor pad on 11/5/17 for Christmas, with the expectation that it may be a little after Christmas before it actually arrived - we've ordered from this company before and were aware that production takes some time. It is now May 1, 2018, and we've yet to receive this pad. The lack of communication is laughable - after reading the reviews already submitted it looks like that's probably due to the fact that they have done this to so many people. It takes days/weeks to receive a response. My order status has been "Near completion" since February. There is no way to escalate your complaint, all you can do is email them and wait for a response. I sent them a message on Facebook earlier today, I will see if I can get a response that way.

I myself ordered a snare pad on Dec 6, 2017 and then I emailed them since it was going to be a Christmas present for my grandson asking if they could map it a non-nondescript box so my grandson wouldn't see it and know what it was. On Dec 7 next day I received with my order number and the link to check my order. I looked at my order and stated that it would ship on Dec 20, 2017. On Dec 11 Melissa replied to my original email from 12/6/2017 and told me that it wouldn't ship until after Christmas all orders were taking the full 8 weeks to ship but for an extra $20.00 I could have it expedited with a 2-5 day turn around. I replied on Dec 12, 2017 asking about guarantees that it would ship in time if I expedited the order. I also mentioned that if I hadn't sent them an email in the beginning would they have notified me of the ship date changes? Then she replied after that saying that they were no longer able to expedite any orders due to a high demand. On Feb 12, 2018 I once again emailed Melissa asking that now I have been waiting over 8 weeks for my order to ship and have not received any emails or notifications and I asked what the status was. I received no response. So I entered an email in their online contact form stating that it doesn't appear that "Customer Service" is a concern of this company and I have had to inquire multiple times and each time I ask my order gets pushed back even further. I asked for an explanation to the delays with a different answer other than we have been busy. Melissa replied on 02-14-2018 stating that Customer service is very important and they got hit really hard at the holidays. that they have had issues with parts being back ordered but they have received those parts not and they are working overtime out on the floor to get caught up. She apologized yet again for me catching them at such a rough time of the year and please be patient a little longer. Finally on March 25, 2018 I received and update saying my order was nearing completion. On April 2, 2018 I emailed Melissa stating that yet another promised ship date had come and gone with no information from them as to an update/status. She replied this time with they are getting partial shipments from our paint lacquer due to poor quality wood bases and that pushed back production. Then she stated that they want to make sure that all of their products that ship are in the pristine quality that they are know for. She stated that she sees where they are to receive another shipment shortly and doesn't see why my order wont ship within the next 1-2 weeks. She has pushed my order and made it a priority. On April 11, 2018 I received a notification that my order status had been changed to ship complete. On April 16, 2018 I received my order. So it took over 4 months to get a snare practice pad that looks like I could have done almost the same thing in my garage. Its' supposed to be Ghost White which according to the pictures on the website that it's even a brighter white than their normal white..don't think that was what I received. I will not be ordering from them ever again and definitely will not recommend them to anyone I know. I have kept all my email correspondence with them. Seriously, the Customer Service that I received was a joke. I only received any updates in the first three (3) month was when I inquired to the status of my order.

I ordered a snare drum practice pad from this company on December 19, 2017. My son wanted it for Christmas. After further reading the info on their website, I realized that they do tell you it can take "up to" six weeks for this to be manufactured because they are custom made. My son who wanted the drum was the one who found this website so I was just trying to get him exactly what he wanted for Christmas. I ordered the pad, and we told him on Christmas that it had been ordered and he would most likely get it sometime in February. Well, six weeks went by and we heard nothing. Nothing about whether or not it was finished or on it's way to us or anything. I sent an email to them and received a reply telling me that they had a serious backlog because of the holidays and that production could take up to 8 weeks and that my order was scheduled to ship on March 5. It is now March 29, and I have heard absolutely NOTHING from this company. I just emailed them again and have not heard back yet, but at any rate, I feel like the customer service is poor at best. If they are going to take even longer than an already fairly long production time, I feel like it is only right they should let the customer in on it. After all, they took my $90 a long time ago (in December). I am a very patient person and given some communication and apology, I might have even been ok with this serious delay, but I am over it now. My son doesn't even want the $90 practice drum anymore and I don't know if it's ever going to show up or not. I would never recommend this business to anyone unless you have months to wait for your product and you just don't care that they took your money a long time ago and you have no knowledge of the status of your order or if they are ever planning to get it to you.
The only reason I gave one star is because it won't allow me to do zero.

Ordered a Custom Snare practice pad for my son on Nov. 3rd 2017. I received an email saying it went into production and it would be done and or shipped on Dec 15th. I would have never realized that a business could have "no customer service". I only found the telephone number from my mobile phone bank transaction which the recorded message said to not even them until after 8 weeks and it has to be through email only. I emailed them with no reply or call back. I am a drummer and only heard about this company through my son watching youtube videos. Not only will I never recommend them to anyone but I will do everything I can to bring their lack of communication to everyone who speaks of drumming.

I ordered a set of custom tenor pads for my son on 9/26. I was sent an email confirmation of the order, with an anticipated ship date of 11/2. On that day, my card was also charged, in full, for $221 dollars.
On 10/24, I received an update that my order was now in production (a full month after the order was placed). On 11/24, now 8 weeks after the order was placed, and 3 weeks after the original indicated ship date, I sent an email requesting a status. I actually had to send several emails in order to get a response.
I finally got a response on 12/1 stating that based on current production schedules, etc. my order wouldn’t ship until 12/22 (6 weeks after the original indicated ship date, and 3 months after the original order.
I immediately emailed the company back and requested a cancellation and refund. Additionally, I emailed them every day from 12/1 with the same cancellation and refund request.
On 12/14 the company responded that they didn’t accept cancellations and refunds, and that my order was complete and shipped. They even provided a tracking number. The problem is, the tracking number provided wasn’t for my order - it wasn’t even destined for the state in which I am located.
I again emailed the company to request a cancellation and refund. I also informed them that the tracking info provided was not accurate. Over the next 3 days, I emailed this same request daily.
Today, I finally got a response that my order was completed and shipped and the mix up with the tracking number was due to technical difficulties. I find this to be a falsehood given that the original (wrong) tracking number was provided on 12/14, but the new tracking number they provided today wasn’t even generated until 12/18 (4 days later).
A few things to note:
- Yes, when you place an order you click that you agree/understand that these are custom products that take 6-8 weeks too ship.
- Yes, their website states that they do not accept cancellations as these are custom products.
My order exceeded the 6-8 week timeline that I agreed to, the company is in fact in breach of their own terms. Additionally, as soon as I was notified that my delivery date was sliding to 12/22, I requested a cancellation and refund. The fact that this was requested before the product was produced negates the reason to disallow cancellations. Had they acted on my request when it was made on 12/1, they wouldn’t be out any time or materials.
Despite my daily requests between 12/1 and 12/19 to cancel and refund the order, the company chose to ignore my request and ship the product anyway. They shipped the product with full knowledge that I no longer wanted the product.
At this point, the charge for the product has been placed in dispute with my bank (was placed in dispute on 12/1). I will most likely refuse shipment of the product that I clearly and repeatedly told the company I did not want.
I believe that this company is most likely in violation of several FTC regulations, and I intend to peruse a formal FTC complaint. The numbers and patterns of complaints here as well as all over the internet, as well as the paper trail I have amassed in my dealings with XMOX, should be evidence enough for the FTC of this company’s unsfair business practices. Just because a company states they don’t accept cancellations doesn’t give them the rights to take months upon months to ship a product (welll outside what even their terms state). There are regulations in place to protect consumers from businesses with regular practices such as this.
These same types of complaints go back years. They have no regards whatsoever for their “customers”. Unfortunately, I failed to research this company until after I was informed my order was going to be grossly delayed.

We placed an order for $350 worth of equipment on 9/27/2017. It is now, 12/19/2017. I’ve emailed many times and like others, attempted to call with no success. “Melissa” has responded to a couple of my emails. Last response was on 12/6. Multiple excuses as to why we are now on week 13 and no update to our order status of “in production”. In frustration I have searched the web high and low for any additional ways to contact this company and all I find are more complaints. I too feel we were scammed. This was a gift for my son’s birthday who turned 14 in October. I am disgusted and horrified that this company is allowed to stay open and take people’s money. At this point, I don’t expect to get my order or my money back. I have tried to be nice but after almost 3 months, I’m just frustrated and annoyed!

I placed an order on 9/18/17 for a snare pad. The website stated that it is a custom order and can take up to 8 weeks to ship. An order update was received on 10/24 stating that the order was in production. The email included an email and phone number to call for updates or check your account through the website.
On 12/5/17 I emailed the company for a status update (website still says in production). As of 12/13 I still have not received a response.
On 12/11/17 I again checked the website - no change. I did notice they had an online "contact us" so I sent message through the website to both names listed. The website states they respond to emails in 24 hours. Still no response.
On 12/13/17 I tried calling the number listed in the email and on their website. The message states that the number is for OUTGOING calls only and if you have questions please check the website or email [email protected] or ***@xymoxpercussion.com. Why would you give out a phone number if you know you will never answer it.
I'm afraid that we have been scammed by this company. I wish I would have checked reviews prior to placing this order.
If you are considering an order with this company please think twice or from what I have seen in the reviews plan on waiting at least 6 months for your order.
I will give them 24 hours before filing a complaint.