ComplaintsforCarlino Guitars

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 22, 2019 I ordered a guitar from ***** Carlino of Carlino Guitars, based in **********. The guitar was to be one of a limited run of 50 to be made as a signature model based on a guitar that was made for guitarist *********************** of the rock band Cheap Trick. I never received it. Amount paid was $3333.33 plus tax and shipping. I have been in contact with seller many times and there's always an excuse. Last contact was on February 3, 2023 where I told him I wanted my money back. I was told that he was waiting on the person who applies the finishes to the guitars to send him the completed product and of the next batch of six guitars coming in one would be mine. So, I gave him one more chance. Since that time crickets. Looking online it appears that I'm not the only one who's been scammed for the very same ghost guitar. After four and a half years I'm calling it in. At this point it hardly matters to me if he is telling the truth - doing business like this is not sustainable or acceptable. Waiting nearly a half a decade or more to receive a product that one has already paid for might be acceptable if what was contracted was the construction of a temple or a church, but it hardly seems appropriate when ordering solid-body electric guitars.

  

  Business response

  04/24/2024

  This customer has waited a long time as so have the others. The issue was going from a painter during covid , when this started and the delay time during that whole period and after that trying to get back into a production schedule with these painters, who also have other customers and get into a setting where they can accept groups of six at a time. But since most people have anxiety during covid because of wait times and everyone wanting us to be on Amazon speed schedule, the angst to get their guitars is at a high. WE delivered 36 of these already to people and major stars that love them. And while he may want to complain and trash me on here is within his right of course but the fact of the matter is his guitar which is among 5 other guitars, serialized as 8 0002, *****, *****, ***** ***** and ***** are all coming back to me mid-May. He can ask for his refund if he likes or wait until then, but if he wants his refund, I never said he couldn't have it. He also never complained and asked about it like others did that I did refund. I can refund him today and his guitar will go to the next person in line if he wants. The people that don't get how difficult it is for a small manufacturer to secure production slots with painters when there are only so many and they already have regular clients is very difficult to slide into on a regular basis. The 36 people that did receive their guitars are very happy with them and the couple that complain that didn't get them, I hope you find someone that can help you. But I'm fine giving him a refund but when you see the guitar available and there's chatter on social media about it, don't get mad at me.

  Customer response

  04/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  Last chance then; if it's not delivered by June 5 then I do expect a refund. From what I read it sounds like I'm going to have difficulty extracting a refund as well. We shall see.
  
  *************************

• Initial Complaint

  11/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/19/22, a deposit via credit card of $1899.99 was made on a Carlino *********************** 58 Explorer guitar. Total Price: $3599.99. Balance due: $1700. ***** Carlino (************** *********************** *** of Carlino Guitars, ******* **, assured me the guitar would be ready in approx 3-4 months. I would check in with him every month or two for the status. In September 2023, he stopped answering phone calls, texts, etc. In November 2023, he ghosted me, blocking me on texts, messages, phone calls, and ********* I also mailed via **** a letter requesting my deposit back. No response.

  

  Business response

  11/25/2023

  This Customer we had refunded on 11/12/2023 from an order that we had made a custom guitar for him that has not come back from paint yet. He not only messaged everyone in the world about it related to my store but he also started to trash my company on ******** by hijacking all of my posts and slandering us. I contacted our attorney because this impatient customer went to great lengths to discredit me for a custom guitar that hadn't even come back from paint yet. We did block him from calling the store because he was calling so much he filled up our answering machine. We finally refunded him and i snapped a pic of the check stub in our check register. Good luck to the next builder who has to deal with this customer. Weve delivered 93% of the *********************** we built for this particular one and these are very specific to paint by only one painter that we use in the industry and this guy threated the integrity of the project that my Attorney had to file a  lawsuit for Tortious interference against him. Today I was told by another customer that He even created a post targeting us on ********.  He was refunded we shouldn't have to deal with this guy threatening us. 

  Customer response

  11/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  I have been patient with the seller for nearly a year and a half.  On October 30, 2023, I asked him via Messenger if he would call me.  Again, I received no call.  I did leave a voice mail on his cell phone and shop phone and still received no return calls.  On November 16, 2023, I posted on ************** pages in messages directed to ***** to contact me.  He did.  At approximately 3:49pm, I received a message from stating my refund check had been mailed the previous day (that previous day would be November 16, 2023).  The picture of the check stub is dated November 12, 2023, and to this date, November 25, 2023, I have not received any check via **** or any other delivery service.  I certainly wouldnt be sitting on a $1900 check during Christmas shopping season if I had received it.  He never mailed.  This is the way he operates.  A check stub means nothing.  Send it to me with a tracking number and all will be good.

  Regards,

  ******

   

   

  

  Business response

  11/28/2023

  We just sent this out to him, thought it went out on the 12th, my apologies it was still up front with the out going, but was not out when i thought it went, but we printed a new label yesterday and it left 

   sorry ***

  Customer response

  12/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Only responding as unresolved due to the ten day response time limit.  The check was received on 11/30/23, deposited in my bank on 12/1/23.  Waiting for the check to clear and will update on 12/5 or 12/6/23. 
  Thank you. 
  
  Regards,

  ******

   

   

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a guitar via the phone on October 6th, 2022. I spoke directly with *********************************. BEFORE I paid him we agreed on the terms, guitar modifications and shipping method UPS2DAY AIR. I asked him how long it would take to receive my guitar even though he had to do modifications and order a case, and ***** stated I can have the guitar and case with modifications to you in a week. I then paid ***** in full by credit card.Six days passed with zero contact from ***** so I texted him on Wednesday Oct. 12th to ask him the status of the guitar. Now that he had my money he went from I can have you the guitar in a week to These things take time! He said he was waiting on the guitar case. I offered that I could order a new case and have it to him in 2 business days. He said no he would have the case in 2 more days (10/14/22). I said ok, and once again zero contact from ***** Carlino for the next 5 days until I contacted him again on Tuesday October 18th. ***** said that the case would arrive that day and that his father had just passed away. I empathized with him and told him how sorry I was to hear this news. I also told him that my father had passed away years ago and I still think about him every day. I then suggested that ***** should take time to sort out family matters and grieve, and suggested that he refund me for the guitar and case for now, and let him know that we would revisit this transaction at a later date when he had has had ample time to handle family matters. ***** immediately lashed out, calling me disrespectful and telling me to never contact him again. He then blocked me on social media and I havent heard from him since. After this I decided to look up Carlino Guitars on Yelp. One of the first reviews I saw was a 1 star rating which stated: Do not pay for anything up front with this guy, once he has your ********************** will forge a continual excuse trail to why he cannot deliver on his contractual obligation! Still no guitar or refund.

  

  Business response

  10/20/2022

  This customer Ordered a guitar from on Oct 6th. A chinese Ibanez *********************** Model PS120, $999. Not just merely a guitar off the wall, he forgets to say that I have to now intricately route the bridge area and install a new bridge system and tuners to make it mimic the higher end Japanese model PS10 $3199, A process that has to be carefully done with laser cut templates, the whole guitar has to be disassembled and not rushed. I also informed him, over the phone that I did not have a case in stock for it and that i had to order one and it could take time. He ordered on Thursday after noon, i told him it would be about a week. He asked for 2 day shipping. That does not mean 2 days from when he ordered it, I had the body modifications to do to it on the bridge system installation since he couldn't afford to buy the higher end version of the guitar, he settled for the Chinese one with the mods.

  I also told him on the phone that i was in the process of working on an order from *********************** from Kiss, his HERO, for a cracked mirror guitar and 18 straps which I just finished and shipped out yesterday, mind you my father's wake is Tomorrow Oct 20th, and I'm at my store working until then. I told him that I would work his guitar modification in During The Work for **** and do it while I was waiting for the case. He texted me on the 12th, 6 days later asking for a tracking number, I hadn't even received the case yet. Comianies process orders in the order that they are received and shipping today in this business is the slowest its ever been. that same day he wanted me to credit him back the case $$$ which i already had paid for when i ordered it because his impatience is obviously growing now. I told him if he wants me to ship it in a box thats fine but it will get damaged going **** miles from Medford to ******. He said ok ill wait. Work on the guitar was done at that point i was waiting for the case. that Thursday after he texted me dad had passed away unexpectedly. I dont know about you but that is a life experience and should be accepted as a fact of life and respected. I told ****** this when he texted me on the 12 like he said. But what he doesn't tell you is that he in that same message brought up the case issue and to remind me that he would gladly 2 day me a case if the one i ordered was still not here. I told him that the was arriving today at my store and i would ship it out when it comes in. 

  He then completely ignored the fact that I was in the middle of my dad's passing and was still offering to go back to my store and ship out his guitar and he then jumped on me saying this in a text, mind you, 1 minute earlier, i had just told him my dad passe away,

  he then AGAIN said, THAT'S WHY MY FIRST QUESTION TO YOU WHEN I ORDERED THE GUITAR WAS WILL YOU SHIP 2 DAY AIR??     YES i would have after the guitar was finished modified and the case was delivered to me so i could ship it in it.  Complete ignorance of my personal situation and after i told him the case would be in that day by 7pm. he then said keep me posted i explained to him that merchandise doesn't ship in seconds from when i order from my supplier, the order goes into process and then they will ship it me in the order that they received my order. First, he can't afford to buy the expensive model he originally wanted, now he wants to order another case and pay over $100 to have 2 day aired to me, when i told him his case was going to be delivered that same day.

   What is the mind thought here?  he then reiterated to me about his 2 day air request when he ordered the guitar once again. less than two hours later i get another text from him stating that i quoted him a week turn around and that's the information he was going on, Yes for me to do the modifications re assemble the guitar, wait for the case, (which again was showing up at my store that day) and ended with him asking for his money back. Now I've done all this work, on this guitar, modified it heavily, ordered a case in and was ready to ship it that day, and he acts like this. With everything going on i texted him back, stating how disrespectful he was during this whole situation especially after i told him about my dad passing and that i was going back to the store that day to pack it up for him when the case showed up, and he still impatiently pushed my buttons. I told him what i thought and i went onto my pay pal server and refunded him that very minute as seen below. Why he thinks i didn't refund him is ridiculous, no one would want to deal with a customer like this, especially in my current situation. Maybe it takes 2-3 days for a credit to show up in his account i don't know but i refunded it within minutes of him asking me. Then not 20 minutes later *** came by delivering his case. I texted him back and told him, that his impatience got the best of him in this situation. I have the utmost respect for my customers and I have for 20 years and ****** customers, but I have never had someone like this act like this especially during a death that was so catastrophic to me, (MY DAD!) even though i still told him that I'd go down and pack it up and ship it out, he still said no I want a refund so I decided to give him what he wanted and I told him that I never wanted to deal with him again. Given the extreme circumstances on my side, i gave my all to get this customer what he wanted and his impatience in the whole matter got the best of him. And i have a modified guitar, (no longer stock) with a case I had to purchase at my store. I value my customers and everyone that walked through my door the past week have me so respectful except for this guy. I work with over 80 rock stars, most of which knew what had happened with my Dad and all made their condolences. Also, ***************** order was just delivered today and I finished his AFTER ******* order.   I've got proof of that as well. 

   I don't believe this should be listed on my A+ record here at the BBB

   enclosed are two photos of the delivered case and the time stamp was that same day I told ****** that *** was delivering the case 3:54 pm Oct 18th.

  Payment refunded to ***********************
  October 18, 2022 at 12:34:14 PM PDT
  Transaction ID: ****************
  Payment Status: COMPLETED
  
  Gross amount
  -$1,569.20 USD

  Customer response

  10/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  Its disappointing that ***** attempts a smear campaign of lies against a customer who paid in full up front and trusted that he would fulfill his promise of delivering the goods. I am relieved to learn that I finally did receive a refund. Since I originally ordered my guitar from ************ have ordered the same Ibanez guitar and case as well as a ****s ******************* **** reissue and received both within 2 business days to my doorstep here in ******.(See Attachments)

  If ********************* a lot of these guitars and he cant ship them without a case, why doesnt he have cases in stock?

  Also, if ***** is the provider of guitars for rock stars as he claims, why does it take him 2 weeks to get a case but I can get the same case delivered to me in ****** in 2 business days?

  Im just lucky I got a refund and consider this a ****** learned.

   

   

   

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