Anonymous
map-marker Valparaiso, Indiana

Don't buy anything from Roque guitar shop

I've ordered over several hundred dollars worth of pedals from Roque guitar shop ! It's been over three weeks and I have not received one item yet. I've called several times , when you try the phone number on there web page it doesn't work! It comes up as a none functioning number! When they do answer they told me my order was in stock and would be shipping every day for the past two weeks. Still no tracking number still no order and everyone I've spoke to have repeatedly lied about my order being shipped ,or I've been told they will call me right back. No call yet! I will never deal with them again ! Worst e shopping experience ever and I haven't received my product yet! Stay very far away!
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Reason of review:
Order processing issue
Anonymous
map-marker Las Vegas, Nevada

Stay far, far away

Stunningly bad service. Horrible business ethics. They are incredibly hard to reach and express no concern in keeping in contact with you. They won't accept blame. They can't keep track of their orders; where to send them, who to send them to, what products you ordered, etc. No matter how many times you e-mail them with specific instructions (I think about 8 for me) they will still screw it up and send your gear to the wrong people.. They will also do next to nothing to troubleshoot issues or make it up to you. I understand that ONE had to be pre-ordered, but it quotes verbatim on their site "please allow up to 2 weeks for pre-orders"... After continuous non-stop problems and OVER 2 months of them not being able to get me the pedals I ordered, Jonathan gave me a call, a week later than I was told he would (seems to be their 'thing'), and he promised me I would get one of the pedals for free and he would refund the money for it in full.. That turned out not to be true as I finally received my refund yesterday (a week after I was told, yet again) via PayPal. He sneakily had one of his "workers" give me 46 bucks for the 175 dollar pedal I was told I would get for free.. They also offered me a 20% discount for when I come back, due to their failure to please and certainty that they will be losing my business .. they give that deal to anyone who visits the site on each and every obscure holiday. Absolutely sick of these people and I want them out of my life, but they can't seem fix the order I made almost 3 months ago. STILL. It feels like they took a loan out from me.. I'm living in CO, yet my pedals ended up in IA somehow (although I gave them my exact address both on the order AS WELL as within several personal e-mails). After I asked them why it was going to IA they asked for my address, I gave it to them, then they told me they'd correct it. A day later the pedal was en route to IA again! I still have yet to get to use these products I paid $400 for. If you are seeing good reviews and think I may be wrong; I have been told that they delete any negative reviews on them they can. You can find threads discussing that.
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Reason of review:
Delivery AND service problems

Preferred solution: Full refund

Anonymous
map-marker Newark, New Jersey

Rogue Guitar Shop - Effect Pedal Review from Newark, New Jersey

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Contacted the store about a pedal that wasn't currently in stock. Told they have five coming by the end of the week and I can place my order right away. Three weeks later, still on order with no estimated ETA. Requested to cancel my order. They will only give me store credit. Had to call repeatedly and leave messages try to get a status update. No follow through. I will never buy from them again.
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Anonymous
map-marker Rocklin, California

NO customer service at Rogue Guitar Shop

It's not that this business provides bad customer service, they provide NO customer service. I called and spoke with Jonathan on Monday about a pedal I wanted to order. He assured me that I would receive tracking information that day and that I would receive the pedal on Thursday. I called Jonathan back four times trying to get the tracking information and to find out where my pedal was (it didn't show up on Thursday) and twice was told to call back because the store wasn't opened - and that they opened at NOON on Friday. When I called back on Friday, Jonathan told me that someone bought the same pedal between when I ordered it over the phone and when I paid for it. I spoke with Jonathan and received the PayPal e-mail at 10:40 AM and send them $454.00 at 10:44 AM the same day. What are the chances that someone came into the store (as Jonathan said happened) and bought the same pedal within four minutes? No chance. Jonathan assured me that he would send the tracking information and that I would receive the pedal on Tuesday. It is now Monday and I still have no tracking information. Chances are good I will not receive the pedal tomorrow as promised. I will post another comment on how this all ends - if it ever ends. In the meantime, take my (and other's) advice and look someone else to buy your gear. I've never been jerked around so much by any business as I have this one.
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Loss:
$454
3 comments
Guest

Same happened to me ! Still waiting on over seven hundred dollars worth of gear !

Was told it was shipped ,no tracking , no customer service!

When I final got someone to answer the phone that is rarely in service, I've been told nothing but lies! I got the same someone bought your pedal lie and have been told my order was shipping everyday for the past two weeks Stay far away!

William Fzf

Jonathan and I worked out our differences over this initial purchase and I have bought a few more pedals from Rogue Guitar Shop since then with no problems whatsoever. I would recommend giving them a try.

They offer good prices and my pedals have always arrived USPS Priority Mail in two days.

Guest

I concur with your story. I've had a couple of bad experiences with them due to shipping screw ups.

Their customer service is horrible. They don't take you seriously and act very unprofessional. They tried to lay a guilt trip on me when I finally filed a claim to get my money back because they were unwilling to give me a refund.

They seem to keep forgetting that THEY are responsible that a customer gets his purchase timely and in working order even if the Postal Service screws up.

Never again!!

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