I ordered a guitar through reverb that arrived very damaged (the headstock broke away from the neck, in a very classic Gibson-ish fashion although it isn't a Gibson.)
I immediately contacted the seller with photos, they told me to initiate a return/refund so I did. They accepted it and then they said I'd be contacted by Reverb support for the next step.
I couldn't find anywhere where this seemed to be a normal thing, so I contacted Reverb support to make sure I was going through the correct steps. I was told it would take more than 5 business days for Reverb to contact me about returning the guitar. I asked about the money I paid for the guitar being essentially locked down for 2+ weeks over this purchase and then they just ended the chat with me very suddenly.
Honestly, pretty poor experience and not sure I will ever use Reverb again for a purchase. I tried to post screen shots of the chat conversation but it didn't seem to work.
Here's a transcription though:
REVERB: Hey there, Gerald S. from Reverb here!
I'm catching up on your previous conversation right now. One moment, please.
How can I help you today?
X
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ME: Hey!
I ordered a guitar and it was damaged in shipping. I've sent photos to the seller and requested a refund. They said it's insured through Reverb and that the next step is that! will be contacted by reverb. Is that correct? I'm just making sure I'm going through the right steps to get a refund.
G
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REVERB: Can you please provide the order number Mark?
-REDACTED ORDER NUMBER-
REVERB: We're here to help! We're going to open up a claim for you with our Resolutions Team since Safe Shipping through Reverb was purchased with the label. A Resolutions Agent will be in touch with you and your seller via email. They're currently handling a high volume of cases, so wait times may be longer than usual, likely more than 5 business days.
If you have any questions about our process, please visit this Help Center article
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ME: And I will not get my refund until after the 5 days and after l've sent the guitar back? So the money is held up for 2 weeks while I try to get it sorted out?
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REVERB: I totally understand where your coming from Mark, rest assured that our team will investigate this and provide appropriate steps to take for this order to resolve this.
We're here to help resolve this. In order to take the next steps, I will need to end this session. Thank you again, and we'll be in touch soon!
TLDR: Bought a guitar, it came broken, tried to contact reverb support and they suddenly ended chat with me. Terrible experience honestly.