Dr Gear
1 review
WARNING!! Don't risk buying online – Beware of buying from Dr Gear online!! Back in May (2024) my son bought what was, for him, a relatively expensive second-hand electric guitar - the sellers' photos were of a beautiful, pristine guitar. Dr Gear used a less than reputable courier company to ship it. As soon as my son unpacked the guitar, we could see the damage - a huge chunk out of the back of the guitar, with the bubble wrap still embedded in it! He and his dad contacted Dr Gear straight away. Photos were sent and Dr Gear said that they would place a claim with the courier company…and that’s when things got difficult. After that correspondence, Dr Gear decide that the box wasn’t damaged enough for them and blamed us for damaging the guitar on receipt of it, even though we got in contact immediately, sending pictures showing the damage. Since then, we've been completely ghosted by Dr Gear – no contact despite trying with phone calls, emails and even a letter (we live in a different state, so difficult to go to the store). We eventually got NSW Fair Trading involved who stated they couldn’t make Dr Gear reimburse my son, but they would attempt to “educate” management on their responsibilities to customers. Dr Gear eventually sent NSW Fair Trading a letter stating they would pay my son 20% of the purchase price as it was a "cosmetic issue" – a guitar restorer quoted me well and truly more than the guitar was worth to fix the damage. It doesn’t end there though. I have since tried to contact Dr Gear to claim the 20% reimbursement from them – only to continue being ignored. I’m at the point now that my only option is to warn others, wherever I can, not to buy online from this music store. I have been absolutely stunned at the disgusting customer service from these people! PS. I got in touch with the courier company to see whether Dr Gear had ever been in touch with them and/or made a claim. The answer was no, they had never had any contact from Dr Gear. The reason we didn’t go straight to the Courier company was because we were told it’s the sellers responsibility.
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Just to add an update for anyone wanting to risk an online guitar purchase through Dr Gear. Dr Gear uses a courier service, Interparcel, who then contract out to other services such as Couriers Please it would appear. Guitars/Stringed musical instruments are on their restricted items list meaning these are "deemed unsuitable for shipment by our services...this means that you can send them however, you are doing so at your own risk. We recommend that you make arrangements for your own cover in the event of loss or damage. No Transit Warranty or guarantees whatsoever will apply to these items." This would have been good information to have before we bought the guitar, but unfortunately, we trusted the seller.