Incomplete Item and Weeks of Delays
I’ve been working in the music industry for more than 30 years, and this was one of the poorest customer service experiences I’ve had with a dealer.
I ordered a Headliner Avalon CDJ Stand that arrived partially assembled and missing essential hardware, making it impossible to fully assemble or use.
My first email requesting assistance was sent on April 25, 2026. After 6 back-and-forth email exchanges, I finally received an RMA on May 19, 2026 — nearly a month later.
Instead of handling this as a straightforward incomplete-item return, I was repeatedly redirected toward the manufacturer, questioned about why the item was opened later despite still being within their published 90-day return policy, and subjected to an unnecessary amount of back-and-forth simply to obtain an RMA.
Even after finally approving the return, The DJ Hookup still expected me to pay return shipping and warned that the item would be inspected for possible restocking fees — despite the product arriving incomplete in the first place.
At that point, I completely lost confidence that returning the item would result in a smooth or fair refund process. I ultimately purchased the missing hardware directly from the manufacturer myself just to avoid wasting additional time and money dealing with the situation.
What should have been a simple customer service resolution became a prolonged process filled with delays, shifting explanations, and poor communication.
Based on this experience, I would not purchase from The DJ Hookup again.