Update from Ralph Bristol Morning News - BBB Middle Tennessee can be heard Fridays at 7:35am on the Ralph Bristol Nashville Morning News, WTN 99.7 (FM Radio)
Local Shop "DRUMS" Up Trouble
BBB Issues F Rating
[November 7, 2013 - Nashville, TN] – BBB warns consumers of the business practices of Drum Supply House USA, owned and operated by Andy Foote, located at 730 McFerrin Ave., Nashville, TN 37206, www.drummaker.com, 615.251.1146.
This company’s website claims they offer to “Build, Upgrade, Repair or Customize Your Own Drums!” with “Friendly Service” and “Fast Shipping” but more than 30 drummers have contacted BBB expressing dissatisfaction with the company’s delivery and customer service.
Specifically, complaints allege consumers paid up front for drum parts and supplies via the company’s website; however, Drum Supply House USA failed to deliver the items as promised. All complaints indicate poor customer service in that the company responds to consumer concerns with comments such as:
- "We are very sorry for the lack of communication. We are very short staffed at this time."
- "Your item was on backorder from the international vender. This matter was out of our control due to industry conditions. We are a very small custom shop in a tiny niche corner of a struggling music market in a terrible economy. Again very sorry for the trouble."
- "We will look into your order status."
However, the customer never hears from the company again. One consumer stated, “I placed numerous phone calls and sent many emails to Andy Foote asking when my parts would arrive, and I only received vague answers and dates being pushed back further and further. Since my order was more than 6 months in process and still no sign of receiving my products, I asked for a cancel of my order and a refund of the purchase amount. Andy's response was that he would see when my order would get to me.” This customer’s complaint along with 21 others remains unanswered by the company.
BBB contacted the company seeking their immediate cooperation in responding to and resolving the complaints on file; however, the company failed to reply resulting in BBB issuing an F rating for this company’s marketplace performance.
BBB offers the following tips for shopping safely online:
- Shop on trustworthy websites. Shoppers should start with BBB to check on the seller's reputation and record for customer satisfaction. Always look for the BBB seal and other widely recognized "trust marks" on retailer websites and click on the seals to confirm that they are valid.
- Beware of deals that sound too good to be true. Offers on websites and in unsolicited e-mails can often sound too good to be true, especially extremely low prices on hard-to-get items. Consumers should always go with their instincts and not be afraid to pass up a "deal" that might cost them dearly in the end.
- Pay with a credit card. It's best to use a credit card, because under federal law, the shopper can dispute the charges if he or she doesn't receive the item. Shoppers also have dispute rights if there are unauthorized charges on their credit card, and many card issuers have "zero liability" policies under which the card holder pays nothing if someone steals the credit card number and uses it. If you are going to shop on classifieds web sites like Craigslist, never wire money and only buy locally.
- Know your rights. Federal law requires that orders made by mail, phone or online be shipped by the date promised or, if no delivery time was stated, within 30 days. If the goods aren't shipped on time, the shopper can cancel and demand a refund. There is no general three-day cancellation right, but consumers do have the right to reject merchandise if it's defective or was misrepresented. Otherwise, it's the company's policies that determine if the shopper can cancel the purchase and receive a refund or credit.
- Check out the seller’s refund, return, exchange, and shipping policies. Read the fine print and watch out for hidden restocking fees, extremely high shipping charges, and other added fees.
To locate a list of honest online retailers, Start your search With Trust by visiting www.Nashville.BBB.org and clicking on the BBB Accredited Business Directory.
# # #
When in Doubt, remember to check with BBB for information on
businesses you can TRUST by visiting
The BBB of Middle Tennessee, Inc. was founded in 1961 as a non-profit Tennessee organization serving 38 counties in Middle Tennessee and 7 counties in Southern Kentucky. The first BBB was founded in 1912. Today, BBBs serve communities across the U.S. and Canada.
For more than 100 years, Better Business Bureau has been helping consumers find businesses, brands and charities they can trust. In 2012, consumers turned to BBB 124 million times for Business Reviews on more than 4.5 million companies and Charity Reports on 11,000 charities, all available for free at nashville.bbb.org.
[Subscribe Here] to
receive Alerts & News updates from the BBB