Difficulty with Prymaxe

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DarkArchitect

DarkArchitect

Jun 21, 2016
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Moscow, Russia
#1
Dear TB ers,

I think it's my sole duty to let you know the hassle I have been given by Prymaxe in order that you do not experience the same thing in case you decide to shop from them. Here is the Google Customer Reviews, 13 such reviews to give them just 1 star, the latest one on 23rd January 2018 is mine, so that you know the whole story:

https://www.google.com/shopping/customerreviews/merchantreviews?q=prymaxe.com&sr=1

As such cases has occurred 12 times before and has not been dealt with, they have occurred once more for me, which is the reason of this post so that at least they do not happen for 14th time for TB members.

They have no control over their inventory, and they may just tell you that the product, let's say a pedal that you thought to have bought, is not in their inventory, or they have simply "ran' out of that pedal which you have already paid them. This, of course, you will only learn if you contact them yourself. There is no information provided from them when they realize such problem.

Moreover, to solve such a problem, they suggest you to give a refund in a short time like 1-2 hours, and make a new payment, which does sound quite silly as well. I probably should not have agreed to this, but as the first time I have shopped with them things went OK, I saw no reason to worry about.

Now, 14 days has passed from the initial payment which they confirm as refunded, and I still did not receive this amount in my bank account. I have contacted them at least 10 times, through live chat and e-mails, only to receive excuses like they have no control over how fast the refunds are made. They just ignore the customer, and drag their feet to make the refund, which you happen to find like 5 days later after contacting them, to learn that they have still not processed it. Then you never receive those funds anyway. The amount in question for me is $597.61 which is not a small amount for me, and probably for many members of TB. They could have easily solved this issue by an PayPal payment upon an invoice and then cancelling that refund that never comes.

So I can show further proof of their incompetence, in case anyone is interested.

Latest, I would like to say that I have filed complaints to proper organizations which I hope will look into this matter carefully.

Hoping for safer deals for all of you,
 
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#3
LSMFT6 said:
That sucks. I wonder how much of the hassle comes from being an international customer? Hope it gets resolved soon.

In all fairness, I’ve bought dozens of pedals from them over the years and never had one problem. That’s just my experience
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Well, as I have written there was no issue at the 1st time, which got me into this hassle. To let you know, I buy from several shops, in USA, Germany, Chile etc. and never had such a hassle with a single company before. There were no issues with payments, they never ran out of any pedals which I have already paid and everything was shipped and delivered on time.
 
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#4
Prymaxe is the absolute worst out there. I (and many others) have boycotted them as they are bastards who do not care about anyone. The builders, the buyers...no one.

I would be so pissed off if that happened to me. I bet your bank could do a charge back and you ought to be ok to doing it since they did not provide whatever your purchased.
 
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#5
jwr said:
Prymaxe is the absolute worst out there. I (and many others) have boycotted them as they are bastards who do not care about anyone. The builders, the buyers...no one.

I would be so pissed off if that happened to me. I bet your bank could do a charge back and you ought to be ok to doing it since they did not provide whatever your purchased.
Click to expand...

What I happened to find out from Google Customer Reviews is that, if they have received bad reviews like 1-2 stars, those reviews are very detailed and almost the same hassle given to me. If they are good reviews, then this is just 5-6 words, saying they are nice, and those are anonymous reviews with no idea whether they are writing reviews about themselves.
 
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#6
prymaxe refund not fullfilled.jpg


They are such a joke that they ask me to keep them posted about the status of the refund where, they can see it themselves in their system that it is not fulfilled, as can be seen above. To run a system, whatever it is, you at least have to know what can be done with it.
 
#7
Prymaxe bribery.jpg


and when I start to raise my voice and request the refund to be paid, they offered to make things up for me and given me a 5 $ Digital Gift Card !!! (5 $ against almost 600 $) and then I have never received the 5 $ which I should receive on my birthday on 20/01/2018. That birthday was the main reason of the whole hassle, as I wanted to buy myself presents.
 
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#9
Never had any issue with Prymaxe after doing a couple dozen orders with them in the last few years. They are my go-to pedal pusher.

Regarding the "fulfillment" status: that has nothing to do with your refund, but physical fulfillment of items in your order. Since you requested the order canceled and refunded then your status will remain "unfulfilled".

The hold & delay on your funds is fairly typical for international transactions - I've had the same timing issues with purchases/cancelations/refunds made from Europe. I think the larger issue is how banks and businesses handle international transactions. Keep in mind that Prymaxe will have to wait for your initial funds to clear to them before they will issue you a refund and then it might take your bank several days to clear those funds to you. This is fairly typical for international transactions and is typically done to prevent fraud on either party's behalf. If you're not willing to work within the system, and understand the inherent limitations, then you probably should not do international transactions.
 
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#11
BFunk said:
The US rules regarding international transactions are highly variable. I could simply be something about your transaction raised a flag which forced the bank to hold the funds. It may be held up in the US or in your country.
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If need to elaborate further:

1) I bought 3 pedals on 10/01/2018.
2) Receiving no shipment information, I contacted them myself on 12/01/2018.
3) They told me that they "ran" out of one pedal which they have already sold me and got the payment for. No e-mail was provided about this problem which they have already noticed.
4) They suggested to delete the previous payment and confirmed that I will receive the refund in 1-2 hours.
5) I made a second payment to them for 1 pedal which went instantly through. If there was any issue with any bank here or there, that payment would be stuck as well.
6) Not receiving the refund and asking for it many times, they have confirmed that they have not made the refund yet on 15/01/2018.
7) There was an SMS notice that the refund is made on 18/01/2018 but the refund never showed up on my bank account as of 24/01/2018.
8) Further requests to Prymaxe gave no results as they refused to colloborate or call their bank to see if anything was wrong on their side. They just said that they have no control on such matters.
9) If this is all my mistake, well, then, fine. I have already stated that I am buying from other international companies as well including the ones in USA and never had a single issue with even 1 company before.
 
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#12
Back when Darkglass announced their B7K Ultra, I jumped at the chance to preorder one-- Prymaxe was one of the only websites here in the US taking preorders, so I ordered one immediately--
I'll have to revisit my posts in the Darkglass Appreciation thread but I'm pretty certain high demand caused orders to be pushed back, in which case someone told me via Prymaxe chat that they'd be sure to send my pedal as soon as they were possibly able to but that it was out of their hands-- I waited a few weeks then decided to get a refund and use that money to pick up my second Rusty Box--
Prymaxe was 100% cool with refunding my payment in full and the money showed up in my account immediately.
Like people've already said, pretty sure your inconvenience is stemming from your location, most likely.
 
#13
I’m sorry you are having these issues

I’ve bought numerous pedals from them and returned several and never had any issues. I always chat with them first to make sure they have what I want in stock. The refunds take a couple weeks but I’ve always gotten them and they’ve always been very helpful. I hope this gets sorted out and you get your refund!
 
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#14
willsellout said:
I’m sorry you are having these issues

I’ve bought numerous pedals from them and returned several and never had any issues. I always chat with them first to make sure they have what I want in stock. The refunds take a couple weeks but I’ve always gotten them and they’ve always been very helpful. I hope this gets sorted out and you get your refund!
Click to expand...

Thanks for your support and understanding.

Of course, I also chatted with them first before making the 1st purchase and payment. The problem there is that everyone enters that chat as Steve from Prymaxe and present themselves like that, then you happen to find out later, that was not Steve but a new employee having some learning curves, he sold you a pedal that they did not have or later sold the pedal that you have already paid to someone else and that's why they "ran" out from that pedal.
 
#15
Sorry you had a bad experience. I've always had a great experience them. There seems go be some various factors at play here and I hope it works out for you.

For what it's worth they have almost 2k reviews and are averaging 4.9 stars.
 
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#18
srcTW said:
There is not enough information in this post to convict Prymaxe. I for one have been very pleased with their service.
Click to expand...

You had your own experience, I had mine, you are free to believe or not.
You will find the information you need if you try to think, just ask yourself, what would I gain from such a post if there was no problem and I was just merely being bad towards a music store located in US while I was not even living there? Do you find any logic?
 
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#20
Sorry to hear about your bad experience, I've never had any issues buying or returning with them.

I know some folks don't purchase from Prymaxe because of their rocky relationships with some pedal builders but I've also discovered that A LOT of pedal builders also don't really give a s*** about their customers either, so chasing down the best price is usually why I land there.

Hope it gets resolved ASAP!
 
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