Order #10341: The Truth Behind Those Facebook Reviews

                                                     Truths & Fairness
(This page documents exceptional cases of fraud and severe misuse of our trust. We believe in transparency and fair treatment for all.)

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Your satisfaction is our priority. If you have any issues with your order or product, please contact us directly at info@pangomusic.com. You may also reach us at support@guitarkit.shop (primarily for complaints). We are committed to resolving any legitimate concern promptly and fairly. Open communication is always the first and best step.

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Order: #10341
Product: PST-529X guitar kit, pre-sale order
Total price: US$65 (Free Shipping, Fast Shipping, 3~5 days to door)
Order made on March 27th, 2025
Shipping company: FedEx
Tracking number: 882082079197

This order is for a pre-sale DIY guitar kit, priced at only US$65 with free shipping. We launched this pre-sale to allow more DIY guitar enthusiasts and luthiers to experience our product quality and service firsthand—we do not profit from sales of this particular kit.
We clearly explained all details to the buyer, including the waiting period associated with pre-sale items, and they chose to proceed with the order despite this.

After receiving the kit, the buyer contacted us to report that the "nut" was missing (in fact, it is a tuner mounting screw). While this is nearly unprecedented for our store—since our standard procedure involves workers inspecting all hardware three times for every kit before shipment—we acknowledged the issue.

Despite this, we promptly apologized for the inconvenience. Initially, we planned to ship the missing nut directly to the buyer by April 2025. However, starting in April 2025, the air international shipping to the U.S. via FedEx, UPS, and DHL has become extremely complicated, and EMS air international service to the U.S. remains suspended to this day.
We proposed two solutions to the buyer: 1) a partial refund to enable them to purchase a replacement nut locally (a readily available part), or 2) a full refund (including coverage of return shipping costs) if they wish to return the entire kit.

Unfortunately, the buyer rejected both offers, demanding only the replacement nut while continuing to post negative feedback on our Facebook page. The attached screenshot shows just a small portion of their harsh reviews.

We recently followed up with the buyer via phone, reiterating our willingness to accept a return. We also urged them to share the full context of our communications—including what was said, what actions were taken by both parties—before making further public comments.

In summary, we take full responsibility for our products and strive to do right by every customer. Our Facebook team does not handle order issues, but we want to clarify: while we respect everyone’s right to share feedback, we ask that those posting comments provide their order details. In such cases, we will publicly address the matter with full transparency—with all personal information appropriately redacted.

We are committed to delivering the highest quality products and services. If you encounter any issues with your order, please contact our after-sales team via email, and they will do their utmost to resolve it. However, we will not hesitate to respond publicly to any false accusations or defamation that harm our brand’s reputation.

For the US market, the majority of our guitar kit models are currently stocked in our US warehouse. 

For those not available in the US warehouse, we provide sea freight shipping to your location. Once the shipment reaches the US, it will be transferred to UPS or FedEx for final delivery. There are no taxes or additional fees applied, and door-to-door delivery typically takes 25 to 30 days, similar with the air shipping before.

We welcome all comments with an open mind. Your thoughts and feedback will appear directly at the end of this article without prior review—we believe in transparency, and your voice matters.

Updated Statement (October 17th, 2025)

As we have previously stated, we typically ship replacement parts or missing components directly to buyers. Prior to this issue, only EMS and China Post were available for such shipments. However, both carriers have suspended their international shipping services to the U.S. since April 2025. This information can be verified with any supplier or company in China.

We have also clarified that this buyer no longer has the original packaging and has rejected our offer of a partial refund. We have committed to shipping the missing nut to him as soon as EMS or China Post resumes U.S.-bound shipping.

Despite our efforts, Buyer #10341 has continued to make threats over a missing tuner mounting screw (he call that "nut") for a $65 guitar kit. His new actions include the following:

  1. On October 15, 2025, he claimed to have spent $43 on replacement parts but provided no proof of payment.

  2. On October 16, 2025, he demanded an additional $10, citing an error he himself made.

  3. On October 17, 2025, he escalated his threats by posting defamatory comments in multiple Facebook groups and attempting to lecture us on business operations.

We stand firmly behind the quality of our products and strive to provide the best service and support to every customer. That said, we will not make any concessions to threats or accommodate the unreasonable demands of such a customer.

The PST-529X guitar kit was initially priced at just $65, with no profit margin. Our only goal was to introduce our high-quality products, service, and support to more DIY guitar enthusiasts. It is regrettable that this buyer has chosen to escalate a minor issue involving a single missing tuner mounting screw (referred to as a "nut" by the buyer) into a campaign of threats.

Regarding Order #10341 in our store—a $65 guitar kit with free shipping—the buyer claimed that a tuner mounting screw was missing. Since then, he has continued to threaten us and post defamatory comments about our company on our Facebook channel daily.

Recently, he stated that he spent $43 to replace this "missing part" and demanded we reimburse him $43, plus an additional $10 to cover a mistake he himself made when placing his order. To date, however, he has failed to provide any evidence to support these claims.

So we ask: Who is the liar? Who is the fraud? Who is the clown here? We offered you this excellent kit at only US$65. We just want to make great guitars and hope they can bring a lot of fun to our customers! Why are you so mean to us? How could we make any lies to our customers?

We remain unphased by your threats and future actions. If you consider yourself an honorable person, we invite you to:
  • Post your comments publicly.
  • Share your views on our official Facebook channel.
  • Voice your opinions in our official Facebook groups.
  • Invite us to the Facebook groups where you posted those defamatory comments about our company—let us share the full story!