Arcline Store

Hello Earl, We’re genuinely sorry that you was dissatisfied, but we also believe it’s important to provide the full context to all people of what happened. The customer first contacted us on July 14 to report record damage in transit. We responded within one hour, requesting our standard information so we could properly evaluate the claim: photos of the damaged product, photos of the shipping mailer to help determine how the damage occurred during transit, and a short playback video so we could assess how the damage affected playability (if it affects). The customer did not respond to that request. Instead, this review was posted. Only after we replied publicly to the review did the customer respond to our email, claiming we were “conveniently asking for the package” because customers supposedly don’t keep it, implying we were looking for a reason to deny assistance. That was never the case. We never stated that the absence of packaging photos would prevent us from helping. We simply requested them because they help us understand whether the damage occurred during shipping and improve our packaging and carrier claims. Once we clarified this, the customer finally provided photos, which showed cosmetic damage to the jacket (corners was bent slightly which creates few dents). At that point, we offered the same two solutions we offer every customer: 1) If the record was playable and the customer wished to keep it, we would provide a partial refund for the cosmetic damage. 2) If the record was unplayable, we would provide a full refund after the item was returned and inspected. The customer rejected both options, insisting on an immediate full refund without returning the record. He also stated he would not return it unless we first shipped an empty box. Quote: “If you want to send me a prepaid box and label to ship it back and then refund my initial payment for shipping as well; then I will send it back after I get the refund.” We explained that we would gladly provide a prepaid return label (meaning the customer would not pay return shipping), but we are not able to mail empty shipping boxes to customers. We also explained that any suitable box from home would work, as is standard practice for e-commerce returns, and that our return policy requires us to receive and inspect the item before issuing a full refund. After several conversations, we reached the resolution proposed by the customer. Although the customer had repeatedly described the record as “unplayable” and declined the option of a full return and refund, they ultimately chose to keep the item. As a goodwill gesture, we processed a refund for the full original shipping cost plus a 15% partial refund for the cosmetic damage. We’re always committed to resolving issues fairly and respectfully. Every transit damage claim is reviewed individually, and we offer prepaid returns whenever a product is confirmed to be defective. We also strive to provide options that best fit each customer’s preferences while applying our policies consistently to everyone.

Thank you! Enjoy your new vinyl collection!

Thank you! That’s exactly what we aim for. Enjoy the music!

Thank you! We really appreciate your support.

Thank you for your kind words! We hope to see you again soon.

Thank you so much! I’m really happy we could help resolve the shipping issue. Enjoy the music!

Thank you! Enjoy your CDs, and happy listening!

Thank you for choosing Arcline Store! We appreciate your support and hope to see you again soon.

Thank you for your support! Hope you enjoy the music.

Thank you so much for the kind words! We truly appreciate your support.

Thank you for being a returning customer! Your continued support means a lot to us.

Thank you for your review, William. Enjoy your vinyl collection!

Thank you, Michael! We really appreciate your kind words and recommendation. Enjoy your records, and we hope to see you again soon!

Thank you, Noel! We really appreciate your patience throughout the preorder process. We’re so happy to hear you love the book, and we hope you enjoy playing every piece!

Thank you, Paul! Enjoy your music, and thanks for choosing Arcline Store!

Thank you so much. We’re glad we could help you get this piano book. Enjoy the music, and thank you for your support from the UK!

Hello Dylan, We’re very sorry for the experience with your order. I checked your order and can see that it was shipped and processed by our international shipping partner, Asendia, but it has clearly not reached you yet. And at this point id does not look right. Please contact our support team directly with your order details so we can open a case with Asendia and investigate the location of the package. We will work with you directly until we find a suitable resolution and ensure you are properly taken care of. We also understand your point regarding compensation for such an unexpected delay. Once we review the case, we will discuss appropriate options with you as part of the resolution process. We sincerely apologize for the inconvenience and hope to have the opportunity to fix this. Best Regards, Arcline Team

Thank you so much for your support! Glad to hear everything arrived safely.

Thank you for nice words! Always happy to serve.