Reverb is an online marketplace that specializes in buying and selling new, used, and vintage musical instruments, equipment, and accessories.
Reverb Responsiveness rating
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What you need to know about Reverb
The company responds to most customer complaints in a satisfactory manner.
- Reverb’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Reverb with our insider guide or through our executive contacts.
- Reverb’s customer service policies are standard. Here are our frequently asked questions about Reverb.
Reverb customer service response times
Reverb’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Phone support | Phone support is available Monday to Friday, 3:30 a.m. to 9 p.m., Saturday to Sunday 8:30 a.m. to 4:30 p.m. (all times Central). Call (888) 726-2728. |
| Email support | Reverb does not offer email support. |
| Online contact form | Reverb does not have an online contact form. |
| Live chat support | Live chat is available on the website. Monday to Friday, 3:30 a.m. to 9 p.m., Saturday to Sunday 8:30 a.m. to 4:30 p.m. (all times Central). |
| Social media | Reverb primarily handles support through live chat; response times on social media platforms may vary. |
How to resolve a problem with Reverb
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Reverb mailing address
4535 North Ravenswood Ave.
Chicago, IL 60640
Reverb loyalty program
Reverb does not have a loyalty program.
Reverb social media channels
Reverb executive customer service contacts
Primary Contact
Cooper T.
Senior Manager, Customer Experience
4535 North Ravenswood Ave.
Chicago, IL 60640
coopert@reverb.com
Secondary Contact
Nicole Murray
Product Manager
4535 North Ravenswood Ave.
Chicago, IL 60640
nicole.murray@reverb.com
Chief Executive
David Mandelbrot
4535 North Ravenswood Ave.
Chicago, IL 60640
david.mandelbrot@reverb.com
Reverb customer service policies
What is Reverb's privacy policy?
Reverb collects and uses personal information to provide and improve services, ensure security, and comply with legal obligations. Personal data may be shared with affiliates, trusted partners, and service providers as necessary. Users have rights and choices regarding their information, including access, correction, and deletion.
What is Reverb's purchase protection programs terms?
Reverb’s purchase protection program ensures buyers receive refunds or credits for items that are lost, damaged, or significantly not as described, provided issues are reported within 7 days of delivery. To qualify, purchases must be completed through Reverb’s platform, and buyers should first attempt to resolve problems directly with sellers before contacting Reverb Support.
Reverb self-service links
Here's how to contact a seller on reverb.
To contact a seller on Reverb, click the “Message Seller” button on the item’s listing page to start a conversation. If you’ve already made a purchase, go to your Purchases page, find the order, and select “Message Seller” to communicate directly. Most sellers respond within 24 hours.
Here's how returns work for buyers on Reverb.
Reverb’s return policy varies depending on the seller’s individual terms and the reason for the return. If an item arrives not as described, buyers must report the issue within 7 days of delivery to be eligible for a return, with the seller responsible for return shipping costs. For preference-based returns, acceptance depends on the seller’s policy, and buyers are typically responsible for return shipping. Refunds are processed within 48 hours after the seller receives the returned item, with funds appearing in the buyer’s account within 3-5 business days. It’s important to review the specific return policy on the item’s listing before making a purchase.
How can I contact Reverb customer service?
Contact Reverb customer service at (888) 726-2728.
How do I track my Reverb order?
Log into your Reverb account and visit the order history page. Enter your tracking number to view the status of your musical instrument or audio gear delivery.
Can I return a product purchased on Reverb?
Yes, Reverb has a return policy for most products. Contact Reverb customer service at (888) 726-2728.
How to get professional help with your Reverb problem
If you need help with Reverb, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of Reverb?
Submit your review | |
Something has changed this year at Reverb. My problem: I paid for a guitar from Davey Davis shop on 10-26-25. He messaged me on 10-27-25 that he was cancelling the sale. He refuses to do so on line and refuses by ghosting me to initiate a refund. He never shipped the guitar. Reverb refuses to refund me my money they are holding until he either ships or allows a refund. Reverb has passed the problem either back to me to contact the seller who is not responding. And they are passing the information up to the next level 4 times now. * days ago I asked Reverb to refund money for a guitar that has not shipped in the 10 days since my purchase. All contact wih Reverb has been via chat. The phone number no longer works, simply refers you to the Reverb website. Allegedly an assistant is assigned to the problem. That assistant also does not contact me. Reverb is way past their policy of 3 days or refund. I've sold a few guitars on Reverb but now I'm afraid to buy on Reverb because of their refusal to honor the policy, they escrow the money paid, and I assume either don't have the funds to refund or just do not intend to refund. Not a good way to run a business.
Website seemed organized & businesslike. Boy was I wrong.
They received payment from my sale...18 days later I'm still waiting for them to pay me. AI bot help is worthless...no phone number...Don't use them!
I allow 2 stars for the presentation of the Reverb site, although it is slow and frustrating to use. Mainly though, I do not use any corporation which does not support customers. Needing to deal urgently with an issue, I was faced with a dumb bot that couldnt answer any questions, and said a rep would email me when available. My query is not suitable for resolving by email, and I have yet to hear from them anyway. Telephone call simply yielded a voicemail saying use the website.
No thanks reverb. No business from me
What a nightmare. You stole my money. Now You are getting my guitar as well. I am contacting an attorney