Zoundhouse Dresden Reviews 260

Achat d’une Guitare électrique Guild.

Je commande, chez zoundhouse.de une guitare electrique Guild en « B-stock » ayant pour commentaire « Traces d'utilisation, fissure du vernis à la jonction du manche » . Rien de repoussant et le prix est correct. Tout se passe bien et la guitare arrive assez vite et bien protégée. A l’arrivée, il y a bien quelques traces d’utilisation peu visibles, pas de fissure de vernis comme dans la description, mais, sur le corps, un bout de 5 cm sur 1 avec craquelure de la peinture et du vernis et des bouts entiers de peintures partis. Le carton d’emballage n’a pas de trace notable, c’est donc qu’à priori la guitare a quitté le magasin comme ca… Au passage, presque toute le frettes dépassent du manche et c’est franchement désagréable (bon ça se corrige mais ce n’était pas mentionné). j’ouvre donc un dossier de retour (pour échange) et attends leur réponse depusi 6 jours (j’ai aussi proposé d’envoyer des photos)...
A ce jour, n’étant pas rassuré je mets cette note. Je la réviserai en fonction de la réponse.

Comme la majorité de leurs clients semblent Allemands (et que les propriétaires de la boutique ne parlent peut-être pas français) je mets la traduction de ce texte en dessous.
Au passage : j'a tenté de poster un avis google qui ne contient rien de personnel ni d'insultant. Il a été supprimé tout de suite 3 fois. Etonnant ! j'ai donc fait appel, nous verrons

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AJOUT
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Je les ai relancés sur le mail indiqué sur leur site web en ajoutant une notification de lecture et de distribution et si j'en crois la réponse automatique mon message a été effacé !!!

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Purchase of a Guild electric guitar.

I ordered a Guild electric guitar from zoundhouse.de, described as "B-stock" with the comment "Signs of use, crack in the finish at the neck joint." Nothing too bad, and the price was reasonable. Everything went smoothly, and the guitar arrived fairly quickly and well-protected. Upon arrival, there were indeed some barely visible signs of use, no crack in the finish as described, but on the body, a 5 cm x 1 cm section with cracks in the paint and finish, and entire sections of paint missing. The packaging box showed no noticeable damage, so it seems the guitar left the store like that… Incidentally, almost all the frets protrude from the neck, which is frankly unpleasant (it can be fixed, but this wasn't mentioned). So I opened a return request (for an exchange) and have been waiting for their response for 6 days (I also offered to send photos)...
To date, still not reassured, I'm posting this rating. I will revise it depending on their response.

By the way: I tried to post a Google review that contains nothing personal or insulting. It was deleted immediately 3 times. Strange! So I appealed; we'll see what happens.

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Update:
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I followed up with them at the email address listed on their website, adding a read and delivery notification, and if I understand the automated reply correctly, my message has been deleted!

Flawless experience. The guitar arrived well packed, fast, and in perfect condition. Smooth purchase — highly recommended.

Our first order with Zoundhouse.de - We ordered guitar pack from Croatia (EU) because it was not locally available and got our Yamaha electric guitar DHL delivered within one week 100% brand new as described. We did our research before purchasing and many other music shops either didn‘t have it in stock with long delivery times (like 20-30 days) or had bad customer ratings and what is interesting all of them were more expensive - so we choose Zoundhouse Dresden based on price and positive Customer reviews. They had very good price including free shipping on their website so we didn’t use ebay or amazon but their webshop not to waste 10-15% on provision on those platforms. We got additional 3% discount for direct money wire transfer and not using PayPal what is very fair business practice in my opinion. Original Yamaha packaging was still factory sealed on arrival, and before shipping guitar’s original product box was placed inside another larger and stronger outer shipping box, for additional transport protection. We had additional questions before shipping and Thomas from Guitar Department answered our e-mail the same day. We received tracking number the next day after purchase and product was shipped within 2 business days as stated in product description. Our experience is genuine, fair and positive, they were professional, communication was good and can warmly recommend them for online shopping. Thank You to Zound House team and hope we order from you again!

Do not trust this company's Google reviews: they have gone to great lengths to have genuine negative reviews removed by Google, including my review, after a terrible experience I had ordering online from them.

I ordered my new piano online. I received it very nicely at home and it's perfectly what I wanted thank you. Their customer service answers through email.
The only piece that was abit unpleasant is that the order was supposed to arrive within 5 days and after a week and some follow ups, it was eventually handed to DHL and then was delivered quickly, besides that all perfect.

The audacity of this company knows no bounds. I had left a very honest and detailed review of my experience with this company in Google and they did all they could to take it down. They are not only the worst music store I have ever dealt with but they will also do whatever they can so that the public cannot know about it. What an absolute disgrace!!! Let me put it clearly - if it was the last music store on earth, I'd rather quit music than deal with their dishonesty and disrespect again!

Best price, very fast international shipping. Good contact, quick answer. Item as described - new.
I recommend this shop!

Worst shop ever. Sold me demo version of the guitar, that was advertised as new, and when I returned it, refunded me 99€ less than I paid, claiming that they had to repair it after they got it back. Despite several requests, didn't provide any proof of the "repair". Basically, just fraudulent thieves. Do yourself a favor, buy elsewhere, there are enough other music shops in Germany.

I ordered two guitars, one of which was out of stock but expected to be restocked shortly. However, I was later informed that the restocking would take several months. We agreed on a partial delivery of the in-stock guitar, but they mistakenly included incorrect export documents, listing both guitars as shipped. This error resulted in quadrupled import fees.

When I reached out, they deceitfully instructed me to pay the import fees, claiming the next shipment would be sent “tax paid.” Knowing this sounded dubious based on my prior experience, I contacted DHL to verify, and they confirmed that such an arrangement wasn’t possible. After confronting the company about their false claim and requesting that they take responsibility for their mistake and the financial damage caused to me, they stopped responding entirely and began ignoring me.

It’s worth mentioning that I had no other option because DHL pre-pays import fees on the client’s behalf, and any subsequent corrections incur very high administrative costs. I’ve never experienced such dishonest and appalling service in my life! Avoid!!!

I purchased a brand new Charvel guitar and what I received instead was a B-stock model that was even missing 1 pickguard screw. After I contacted the store, they said that they "forgot" to write on the product page that it was the floor model. It is unthinkable that the pickguard screw was missing in the first place and nobody noticed it when they inspected, cleaned and packed the guitar. They promised to send an identical screw. What they sent instead was what they had at hand, which was a screw with larger head, making things worse as now it was very visible. I had to contact FMIC (Fender owns Charvel) in order to get a proper screw. All in all, a terrible experience from this shop

I ordered a Cort KX300 guitar online. This particular model has a very striking appearance and aesthetics played a major role in my decision to buy it. I asked through email that they send me photos of one guitar, which they did. We agreed that they'd send me the exact guitar from the photos. They didn't do that - instead they sent me a random sealed box guitar. What's worse is that they sent me an older model, which had the older headstock logo design which is not nice at all. It's almost laughable that a company with such poor internal organization is still in business in 2024.

They invite a"Best Offer"on a guitar I was interested in
so I placed one....only to receive no response whatsoever...not the best way to treat a previous ( or any potential) customer. Avoid!

One star is the maximum!

Placed an order, didn’t hear anything about my order until I asked for a status update.

They cancelled my order telling me they had problems with their webshop. This isn’t true in my opinion. The webshop works!

One day later they raised the total price for my order with 800€.

This is absolutely crazy and very disturbing!

The order is still in “bearbeitung” I won’t cancel it.

I purchased a guitar from this company p, I did not realise I would have to pay custom duties, the communication with them was very poor, the parcel arrived very slowly due to having to be repackaged by customs. They eventually said if I was not happy with the purchase I could send back however I had already had to pay the extra.
I could have purchased a lot cheaper in the U.K. and had far quicker delivery.

I ordered i guitar amp that was i stock, according to their website. I am still waiting foe the amp to ship. Although my order status says that the item has been handed to the shipping company i haven't received any tracking number. In addition their customer service hasn't replied to any of my emails
Will never buy from them again

Unfortunately ran into a negative experience with this shop, mainly due to the lack of proper customer support. I ordered a PRS guitar with them which initially appeared to be in stock. Turned out the guitar was indeed in stock, but the guitar case (in this case a Black Paisly one) was not, moreover it was apparently even missing. However, Zoundhouse neither mentioned this on their website or took steps to inform me. In addition, several of my emails to their customer support regarding the status of the shipment (and delivery date…) remained unanswered until I was able to contact them on the phone approximately a week later. During my conversation, the Zoundhouse guitar department employee clearly stated that he was unhappy with the way the customer support handles their “clients”, and that he had already informed them of the missing case well before. They then offered me to send the guitar in a different case, while they would order the original one to swap out later (free of charge).

I ended up cancelling my order. To my surprise, minutes after my cancellation was confirmed the guitar appeared available on their website(s) again, yet no mention of a missing case which has been put on order. Avoiding this company due to a lack of trustworthy and timely customer support information to their clients.

Everything went smoothly.
Ordered a DL4 MkII Line 6 (blackout). They were the only ones that had it. They sent confirmation email and DHL tracking number. Shipped fast, arrived fast. Great packaging.

The online store advertises a fast delivery of two days and accepts PayPal. The ordering process was smooth and I had high hopes.

Unfortunately, despite the shipping label being created 2 days after purchase, the package has still not been handed over to DHL, one week after purchase. I would guess that probably their stock tracking/inventory is not accurate and the item is actually out of stock - hence the delayin dispatching the item.

I understand that sometimes things don't go to plan but I haven't received any update from Zoundhouse and they have also not replied to my email that I sent them. At the very least they should send a quick email to advise that there will be a delay, so I'm not stuck worrying whether or not I will receive my order. As a customer, I will be much less annoyed by the delay if I'm preemptively told about it and advised how long it will take to receive my order, than if I'm ignored and have to chase the seller to get an update.

It's such a basic level of customer service that Zoundhouse failed to provide here that I can't give a high score for my experience and nor can I recommend that anybody purchase from here.

Edit: The day after posting this review the item finally shipped and I have now received it! Unfortunately this leads to another complaint.

First the good point: the item was shipped in an outer box and was securely protected - excellent.

The box shows clear signs that it has been clumsily opened, with obvious tear marks to the cardboard and repairs with sellotape. The item wasn't listed as B-Ware and I paid full price. It looks exactly like an item that was opened and returned to the seller. I wouldn't mind if it was listed as B-Ware (And maybe a small amount of store credit) but it was listed as new stock, so this is just bad. It would honestly have been fine just to fire me a quick email, saying something like: "We have only one of this item left in stock but the packaging is cosmetically sub par - will this be OK for you?". If I want to sell the item, a damaged box will diminish the resale value so it's not just a semantic point.

I also haven't received a reply to my email that I sent to Zoundhouse.

To summarise: bad communication, what looks like a b-ware item sold as new and a delivery time that significantly exceeded what the website stated.

My first experience with Zoundhouse is fine.

ordered on monday a Fender player mustang Bassguitar "Limited edition Sherwood green" which i din't find anywhere else.

Deliverd on thursday in Antwerp (Belgium) in perfect condition well packed.

Thank you Dresden Guy's!

I Was a little nervous for ordering when I saw that "Zoundhouse" only had 3 stars here!

However, it makes no sense - in my opinion!

Fast reply and order confirmation. And 3 days after i ordered - my package arrived in DK to my address!

5 out of 5 stars - Can highly recommend Zoundhouse :D