Disappointing Experience with a Custom Music Box
purchased a custom wooden music box for approximately $150 as a very special Christmas gift for my granddaughter. I spent considerable time selecting three meaningful recordings, sourcing the audio, and coordinating the custom artwork. Unfortunately, the finished product did not meet the expectations set by the listing.
All three songs played at an extremely low volume, and one recording had noticeable echo and distortion. I had supplied all three recordings before production, so the seller had an opportunity to identify any potential audio concerns before completing and shipping the order.
The listing advertised that customers could choose songs or sound clips, including full-length recordings, but did not disclose potential audio limitations, file preparation requirements, or the possibility that customers might need to adjust internal settings or reinstall audio files.
After reporting the problems, I was given instructions to remove four screws to access an internal volume adjustment and was also directed to instructions for formatting the music box drive and uploading replacement audio. I never intended to change the songs. I purchased a completed custom music box and expected the original recordings I supplied to be properly installed and ready to play.
I explained that I was looking for someone locally who might be able to help correct the audio because I wanted to preserve the finished custom piece. The seller initially offered troubleshooting assistance but later advised me not to attempt any repairs and insisted that the music box be returned for inspection before he would issue a full refund, including shipping.
I understand that technical issues can happen, but customers should be given important information about product limitations and requirements before purchasing. I also planned ahead for Christmas, and returning a highly customized item during the holiday shipping season creates additional delays and uncertainty.
I am disappointed with the experience, especially given the time, care, and money invested in this gift. My intention was to purchase a finished, personalized music box, not to receive a product that required troubleshooting to make the original audio work as expected.
I also contacted Etsy Support multiple times, requested supervisor assistance, and provided documentation of the situation. The process has been frustrating, as I have repeatedly had to explain the same concerns and provide updates as the seller's proposed resolution changed. What should have been a special purchase for my granddaughter turned into a lengthy and disappointing customer service experience.
I hope future customers ask questions about audio quality and installation requirements before ordering.