I feel i have been done wrong by TMR..

I once told TMR hat they should upgrade their camera as their pictures were consistently gray, and unappealing. They didn't like it, and told me so. Since then, I have bought a few things from them and they have ALL been good experiences. Their descriptions are accurate, the ratings of the equipment they sell are fair and their prices are reasonable when compared to other resellers here (you know who you are).

Agree that gear should be tested if said so.

Testing gear thoroughly is not easy. The key word is thoroughly. Does even that mean there will never be any problems? No. But that should be the exception, not the rule, and a reputable company will make things right which by all account TMR seems to do in general.

I look at buying pricey gear from a professional and reliable source as an insurance policy as much as anything with the expectation that any issues that might slip through the cracks will be addressed. I am willing to pay a premium for extra insurance when it comes to buying pricey and often complex used audio gear.

I am very likely to buy from them at some point. If people know of better sources to consider, I am all ears for sure.

I have been burned buying pricey used  items from individuals somewhat here in the past, but luckily the name brand maker of the gear provided good and reasonably priced service and I was able to resolve the issue that way.

Hi Dan, since you decided to ask your question in public rather than reply to our questions directly, I'll go ahead and respond to you here as well. 

Regarding the transaction back in April of 2018 for the Metronome CD player. We all agree that was an inexcusable mistake. As such, we didn't make any excuses. We refunded you immediately and sent an additional $562 to cover your VAT and return shipping charges, and we also discounted your subsequent purchase. As an aside, we also moved the technician involved to another position in the company. As I said, that was an inexcusable error. We all agree on that.  

Regarding the transaction for the Gallo speakers, the simple explanation is that there wasn't a transaction. Merely placing something in your cart on our website does not hold the product indefinitely. There was no payment made. There is no history in our server logs for a transaction of any kind. In fact, the email that you sent us was a reply to an "abandoned cart email" which is an automated email that goes out from us when items are left in your cart. You never completed checkout - presumably because you were not happy about the sales tax shown in your cart for a New Jersey purchase. I assume this is why you inquired about shipping costs to Israel. But given that we are closed on the weekends, we did not respond to that inquiry until Monday - at which point the speakers had already sold elsewhere. 

Had you given us a chance to respond in full before going public with your grievances, we would have explained all of this and offered to help you find a product that would meet your needs. 

While I regret having to respond in this forum, I certainly don't fault you for being disappointed. We're all a little stressed out these days, and even minor disappointments can feel really big right now. Let's try to work these types of issues out together one-to-one in the future. We're on your side. Feel free to email me directly anytime if you don't feel like you're getting "fair" treatment from my customer service team - josh@tmraudio.com. 

PS - we are launching an exciting new feature to our website later this year that will help everyone find the products they're looking for without worrying so much about "losing" your long-sought-after product to someone else. We'll have a "saved search" feature that will provide you with an email alert the moment a product is added to our inventory that meets your search criteria. Along with this, we'll be adding some great search filters that will allow you to more efficiently search the 1000+ certified pre-owned products available in our store. We're excited about launching this great feature in the next 60-90 days, but in the meantime, feel free to reach out to our sales team if we can help you find some great speakers - sales@tmraudio.com. 

Josh Jackson, CEO

Josh/TMR....thanks for taking the time to respond here (I know that doing so can be a very slippery slope; )) ....Your thoughtful response is much appreciated. 

Do you or do you not pledge to (reasonably) test used equipment before selling...and further, is that not part of your value added?

The question is not meant to be snarky...honestly want to set expectations.

I definitely have not forsaken TMR....but would ask more questions before another purchase.

Hi ml8764ag, we currently have 6 full-time technicians who are testing used gear day in and day out. On average, they spend about one hour with each piece. Some things require more time. Some less. This amounts to about 30-40 pieces of gear / day that we are testing. Of everything that we sell, about 4% of our sales result in some sort of defect being reported. We offer a full return policy, and everything that is returned is tested again. In the end, we find that less than 2% of ALL of the products we sell have some sort of post-sale issue or defect. While we are constantly battling to lower this number, the reality is that there are many manufacturers in our industry that have a higher defect rate on BRAND NEW products.

As anyone with any experience buying and selling used audio gear can attest, some unforeseen issues will invariably happen with any seller. It's how that seller responds that makes the biggest difference. In short, yes we absolutely test every product we sell. Just ask Dan, Duncan, Ben, Kate, Kyle or Jeremy - the folks that do this work every day. They all take a lot of pride in the work, and though their title is "technician" I know that they all see themselves as part of our customer service team - working to make sure you all have a positive experience. Thanks for the question - read more about our recently launched "certified pre-owned" program here: https://tmraudio.com/certified-pre-owned-hifi/

josh