"Beyond Eleven...is JUST a webpage. They get YOU to order online....them they forward the order to the Manufacturer. Any one of US could open the same type of website. So---they cannot send a tracking number becasue they have NO IDEA which shipper the manufacturer chooses. And they do not know when the order will be filled becasue they have NO IDEA what the manufacturer has in STOCK! Their repsonse to emails is a JOKE! Just jibberish from some kooks who try to act cool..... I am sure they are just a bunch of geeks. Horrbiel service. I will not buy from again. at ANY price! "
"It took them ten days before they placed my purchased item with UPS. They failed to respond to three emails from me inquiring about the status of my purchase and requests for a tracking number. To their credit, they have been in touch since then, and I'm advised that the free shipping is provided with a promise of up to 14 days for delivery. They may yet deliver on time. Responding to emails would be another improvement. Also to their credit, they answered the phone when I called, so we'll see!"
"The date of my order was October 22. Canceled my order on November 18 because it still hadn't shipped. Now on Dec 3 I finally got my refund. Do not deal with this place."
"I've had good luck with these guys. I bought a BC Rich guitar and it took about 3 days to get to me with ground shipping. The guitar arrived setup and everything was as expected. I've ordered some parts from them too, those took a little longer but I took the free 14 day shipping so I kinda expected that. "
"As per what the other customer stated above, this company is a little slow getting things shipped out; it took one week to ship something which according to their own website states "usually ships in 24 hours." My order was placed on a Friday, so I was willing to concede that it would likely ship the following Monday, but it went out that next Friday. Still this company pays for the shipping,so I was willing to do some give and take.
My real problem is that they shipped the wrong item - not a big thing at 19.95 but the buyer has to pay for return shipping and there is also a 15% restocking fee (Remember it was their mistake) which would cost me...mmmm... about $5-7 to trade out, plus the wait (again). For the record: I ordered some Aged Amber knobs for my Les Paul - item #PRHK-030 and BeyondEleven sent some goldenish looking ones item #PRMK-030. See, only one letter difference but the packer has to verify and then re-verify. I just re-ordered the vintage amber from Musicians Friend - these goldenish looking things will get stored in case my daughter takes up playing guitar (you get it?). I won't reorder from BeyondEleven - how they stay in business doing things like this is BeyondMe."
"Had sent them an e-mail to cancel my order 2 months ago due to the item being backordered and needless to say they charged me and sent the order just a few weeks ago at one of the worst possible times. I refused the package when it came and have yet to recieve a refund."
"Previously, I had ordered from Beyond Eleven twice with satisfactory service; as a result of these two well-handled orders, I did not hesitate to place a third order with them.
My last order with Beyond Eleven was a nightmare. Initial delays prompted me to question the status of my order. After several phone calls with Ty left me uncertain what the hangup was, I tried e-mail. While my e-mail was answered somewhat more thoroughly by James, I was still not seeing the type of results that reflect good customer service as typified by small businesses that care. I'm sure there's somebody somewhere who would love to know that James offered to cancel my order and refund my money when I questioned the delay.
Ty tried to tell me that the order confirmation clearly states that it will take 7-14 days to process my order. The site clearly states: Free Shipping (7-14 Days). The implication is that once the order leaves the warehouse, it may take 7-14 days to arrive. It also clearly states: Usually Ships in 24 Hours.
Ty also attempted to tell me that it's like this with most online retailers. Bull. I do frequent and repeat business with many online retailers. Not one of them takes two weeks to process an order.
Ty was unable to explain to me why it would take my order so long to be processed. I can only assume this is an indication that he is not equipped with the knowledge and information he needs to do his job effectively. Obviously he is unfamiliar with their ordering system and not adequately prepared to answer customers' questions.
James was able to offer some explanation: the reason the shipping is free is that they are batching orders to save money. The website offers no clear explanation of this, stating on most products, "Usually ships in 24 hours," while "Free Shipping" is described as 7-14 days. What they mean, but don't say, is that they may take 7-14 days to even process your order before it is shipped. A little clarification would go a long way here.
Further, this time, things have been more in line with the other negative reviews found on the web. I ordered a set of Gotoh Delta 510 Locking Guitar Tuners (3x3) with Hardware 21:1, in chrome - part TK 7237-010; when my order arrived, I found that I had received the wrong tuners - they sent me non-locking 18:1 Gotoh 510s, part TK 7273-010. I immediately called, and spoke with Bob; he was helpful, moreso than Ty or James. I was sent a shipping label, and instructed to re-pack the parts and drop them at a UPS store. While I would've hoped that they would process the order expeditiously and do what was needed to make this right, they never did ship my correct order. Also disturbing to me is that they entirely failed to keep me informed of the status of my order.
In the end, my order was cancelled and my money refunded - although this was done without my prior knowledge - and I ordered the parts through Guitar Center.
The shame here is that in todays economy, businesses like this cannot afford to have dissatisfied customers ranting all over the web about poor service.With extremely competitive pricing and a fair selection of products, they have potential to do so much better, but one has to wonder if the proliferation of negative reviews may be impacting the volume of business they do.
My first order in May was 252132; my second order in June was 252188, this order was 253154. Thats roughly 1000 orders in 5 months, or an average of just over six orders per day. I would say Beyond Eleven is not likely moving enough volume in straight inventory stock to be able to afford the results of bad customer service."