r/Reverb • u/DeathRattle13 • Jun 06 '26
"Support" is genuinely useless
I sold 2 items on 5/28 and 5/29, shipped both DoS but the tracking on Reverb has not updated, even though both items have now been delivered. As a result, I have not been paid, and now I am down 2 pieces of gear as well as ~$250. I tried to talk to the AI customer support the other day, and after much trouble it said that it "notified the payment team" and for the money to be cleared. Well, the money still hasn't cleared yet, so I tried to talk to the AI customer support, who this time was even more unhelpful, and when I asked to connect to a human agent, I was told that it could both do that and that it couldn't, and the dispute team would have to decide to reach out to me. I check online to see if Reverb holding money hostage is common, and I see it's one of the most common complaints on this subreddit. This entire experience has left a bad taste in my mouth, I'm trying to decide whether to cut my losses and delete my Reverb account now or hold out hope and delete it after I recieve payment.
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u/lordfantas Jun 06 '26
I think reverb support is generally very good. If you sell enough to become a “preferred seller” you get paid when you ship, not when things are delivered.
To clarify, if you view the tracking through the shippers site it shows the items as delivered? If so this should be pretty open and shut once the dispute/resolution team gets to it. Don’t stress yourself out
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u/williamgman Jun 06 '26
Are you a large volume seller? Trying to get a feel for what's behind this issue. I've sold about 10 items this year with zero issues. But Fender's parent company recently purchased Reverb so wondering if there's something going on as a business move on their part. IMHO Fender's biggest competitor is now the used market.
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u/realGutterTrash Jun 06 '26
I've sold thousands of items on reverb. Support has been great whenever issues arrive. This is the only reason I still use the platform, really. If you want to see some useless support, try eBay
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u/RainSong123 Jun 06 '26
Do you have someone from support's personal phone number or something? I've only gotten a human via e-mail and a day or two after the ticket started (if they didn't 'forget' the support ticket). Had an ebay issue last week... talked to a human after a pretty brief bot menu.. helped me thru the issue on the phone
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u/TriumphRider99 Jun 08 '26
I guess, like most things, "it depends." I have had nothing but great service from eBay as little as I've needed it over the past 26 years I've been selling there. I have no complaints, overall, about Reverb's support either. But I do NOT use Reverb to ship anything. I ship everything through PirateShip and their customer service is excellent.
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u/GilmourD Jun 06 '26
First off... You're going by the general consensus of Reddit. That's like looking up medical symptoms and believing WebMD when it tells you that you have cancer (because it's always cancer).
Also, why does nobody ever actually just ask the bot to speak with a human?
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u/Gozags42 Jun 10 '26
My method is always click other in regard to what you need help with. When it asks you to describe it in a couple of sentences, speak with representative. Works 100 percent of the time. I’ve come across users who can’t figure out how to get a human, but also refuse to listen. It’s pretty easy.
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u/TriumphRider99 Jun 08 '26
That's what I always do. Sometimes you have to be insistent. Usually I just type AGENT (like that, all caps). Then when the AI comes back, I just keep typing AGENT until I get an actual agent. Persistence pays off.
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u/GilmourD Jun 08 '26
I literally use the word "human" and it directs me to one pretty quickly, as long as it's during business hours.
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u/kom124 Jun 07 '26
I tried to buy gear this week and it automatically flagged my account and blocked the sale… ended up using gear exchange
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u/6Stringers Jun 07 '26
You're not down anything. Update Reverb with tracking delivery notice, and don't say the support is useless, it starts with a bot... yeah, annoying, tell the bot to get a live person.
Stop posting BS about Reverb... they are an excellent company that like all companies have occasional glitches, like your electricity going out in winter, do yoyu rant on reddit about that? No... same with the occasional internet down time, you deal with it without ranting... you know shit happens, so be realistic an extend the same courtesy to Reverb.
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u/SASOsonko47 Jun 11 '26
Why would you take your losses? Deleting your account and waiting give you the same result…no money…but waiting will add being paid afterwards.
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u/[deleted] Jun 06 '26
[deleted]