• Musician's Friend

Musician's Friend

Overview

Musician's Friend has a rating of 1.56 stars from 308 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Musician's Friend most frequently mention customer service, guitar center, and credit card problems. Musician's Friend ranks 112th among Instrument sites.

  • Service
    92
  • Value
    83
  • Shipping
    80
  • Returns
    64
  • Quality
    70

This company does not typically respond to reviews

Positive reviews (last 12 months): 21.1%
Positive
4
Neutral
0
Negative
15
90
See all photos

What reviewers want you to know

Positive highlights

  • While Musicians friend has never sold me an item that has broke, EVER!

Critical highlights

  • The guitar was a nice good but the customer service was the worse experience EVER.
How would you rate Musician's Friend?
Top Positive Review

“Excellent Service”

James R.
12/29/22

I've purchased from them 14 times over the past five years, including three times this year. I've never had anything except excellent customer service from them. For instance, a few months back I ordered a guitar, and when it arrived, it had numerous issues. I prompted called them, got through to a rep right away, and told him the issues. He immediately sent me a call tag, so all I had to do was box it back up, put the tag on, and take it to UPS. I received my money back very quickly as well. They're a pleasure to work with. I will continue buying from them.

Top Critical Review

“Good luck unsubscribing.”

Roger C.
12/19/23

On their mailing list. Can't get off. Have received 35 (THIRTY FIVE) emails SINCE communicating with customer services more than 3 weeks ago. They keep saying they'll handle it. Still waiting, inbox reminding me a couple times a day how f'd up they are.

Reviews (308)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (105) musicians friend (84)
Thumbnail of user binfomail-software
1 review
0 helpful votes
March 21st, 2024

According to Ben, the supervisor, their return policy is 3 business days from the time they receive the gear for a refund. So far, I have received 2 faulty gears, which I had to return and then sit and wait for days so I might get refunded.
Ben, the customer service supervisor, is nasty, rude, and abrupt, making sure to make you as uncomfortable as possible.
Extremely bad customer service

Service
Value
Shipping
Returns
Quality
Thumbnail of user rogerc973
1 review
2 helpful votes
December 19th, 2023

On their mailing list. Can't get off. Have received 35 (THIRTY FIVE) emails SINCE communicating with customer services more than 3 weeks ago. They keep saying they'll handle it. Still waiting, inbox reminding me a couple times a day how f'd up they are.

Service
Thumbnail of user keiths1431
1 review
4 helpful votes
November 30th, 2023

I have purchased with Musicians Friend for 19 years and it has really gone downhill. I received a Guild guitar this afternoon which came in a Martin Box from Guitar Center in Rockville, MD. I initially thought it was double boxed, but opened it and saw just bubbled wrapped; my initial thought was, "They sent a floor model." Yep, it had plenty of wear on the pickguard, scratches on the body and fretboard, and finger prints everywhere. I called MF and the rep, who was a nice guy who was as frustrated himself, said this happens way more with MF than you would think. Needless to say, it's going back.

Thumbnail of user scottg2073
1 review
3 helpful votes
February 12th, 2024

MF prices are no longer competitive, nor do they make up for anything with knowledge or customer service. I placed an order for backorder in July, and was given estimated arrival times for 2 months out. Each time the ETA came, they pushed it back out another 6-8 weeks. I never received updates, so had to constantly check in with staff, who never had any definitive answers, reasons, for delays, etc. All I could get was a new ETA each time, and wait another period. When they finally guaranteed that I had 1/10 of these products on reserve (from a SUPERVISOR), they claimed my product had indeed arrived to the shop and would be shipped out to me momentarily. Then within a week, I had gear advisors claiming the item was all sold out, without any explanation, then tried to place all the blame on Fender and gave a weak, canned apology. There was no attempt to soften the blow or make up for all the time lost (over 7 months) of waiting and following up with them personally, being dragged along with false hopes and misinformation. They simply said, "Let's get you something else" without offering any sort of discount/deal/coupon or attempt to make the situation better. When I tried to continue working with them to see if they could offer any sort of consolation discount, they simply ignored me.

Sadly enough, you'll get better service and clearer answers from Amazon than a company like this, who's allowed itself to be driven into the ground by careless people who have no regard for integrity or maintaining customers.

I'd give 0 stars if it would have allowed me to.

Service
Value
Quality
Thumbnail of user archief38
1 review
5 helpful votes
October 20th, 2023
Verified purchase

Brought a higher end Taylor guitar. I had to get BBB involved to get the promised reward points. They went out of their way to ignore me, disconnecting the live chat, and just being dishonest. I will never do business with Musician's Friend again.

Tip for consumers:
They treated me like crap. I will never spend a penny with them again.

Products used:
Taylor Guitar 414 CE

Service
Value
Shipping
Returns
Quality
Thumbnail of user abelg73
1 review
4 helpful votes
November 15th, 2023

Stay away from this shop, they have dishonest people, customer service is very poor and they lie to you.

Abel G

Products used:
X3 PSM300

Service
Value
Shipping
Returns
Quality
Thumbnail of user jamesr4187
1 review
0 helpful votes
December 29th, 2022
Verified purchase

I've purchased from them 14 times over the past five years, including three times this year. I've never had anything except excellent customer service from them. For instance, a few months back I ordered a guitar, and when it arrived, it had numerous issues. I prompted called them, got through to a rep right away, and told him the issues. He immediately sent me a call tag, so all I had to do was box it back up, put the tag on, and take it to UPS. I received my money back very quickly as well. They're a pleasure to work with. I will continue buying from them.

Tip for consumers:
Do you research before you buy, read the descriptions of the items, and don't be afraid to call the 800-number to talk with a sale rep. They're very helpful.

Products used:
Guitars, strings, tuners, headphones, guitar wall hangers

Service
Value
Shipping
Returns
Quality
Thumbnail of user michaelg4704
1 review
5 helpful votes
June 3rd, 2022

Never trust this website or app for accurate information regarding inventory. Twice over the past year I have tried to order the same guitar, that was said to be in stock and ready to ship. Each time I get an email cancellation 5 days later. They have no customer service at all. Rude people that don't care about anything, assuming you can actually talk to a real person. I'm done with MF and Guitar Center. They are going down in flames.

Tip for consumers:
It's not in stock!!!

Service
Value
Shipping
Returns
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Thumbnail of user pro35mm
1 review
3 helpful votes
September 7th, 2023

I purchased a new Epiphone Les Paul on Labor Day 9-4-23, from Musicians Friend. What arrived, was a used guitar,in a beat up box, is a used, guitar with no Epiphone box, no wrapping as a new guitar would have, no hang tags, NOT NEW but used crap. I immediately called for and sending this junk back for a refund.Musicians Friend as their sister company, Guitar Center should be reprimanded for this horrible, bait and switch action. Beware.

Thumbnail of user shianlaike
1 review
4 helpful votes
October 23rd, 2023

Don't buy anything from here, if anything happens you're $#*! out of luck. They will straight take your money and not help you.

Thumbnail of user scotts3454
1 review
6 helpful votes
March 7th, 2023

So never buying from this $#*!ty company again,I ordered a used cymbal and it had a huge crack in it not isted as such and why sell broken instruments along with other gear it should be in a separate section clearly marked damaged goods. I reported this to the better business bureau and they lost a great customer. $#*! you musicians non friend.

Tip for consumers:
Read very carefully they put broken equipment in with other gear and do not mark it well

Products used:
Cymbal

Service
Value
Shipping
Returns
Quality
Thumbnail of user juancarrera614
1 review
6 helpful votes
November 13th, 2023

I attempted a return with Benny over the phone. He was laughably horrible and extremely unprofessional. I was sent the wrong item and when I attempted to start the return process, I was talked down to by Benny. I was told from Benny that I should have gone into another company's music store to verify the item size before ordering through Musicians Friend. Benny also threatened to erase the conversation because he did not like that I kept asking to speak to his supervisor. Benny refused to pass me on to his manager. Benny also said he would have refunded my shipping had I been more agreeable but decided not to because of my tone. Do yourself a favor and NEVER SHOP AT MUSICIANS FRIEND. They are not any kind of friend to musicians. Hopefully they go out of business soon.

Thumbnail of user tedyu29
1 review
0 helpful votes
March 2nd, 2024

Don't Buy Discount Products at Musician's friend anymore!
I bought this products recently:

https://reurl.cc/rr2MnO

Sterling Audio Harmony H224 Recording Starter Pack

Before I asked Musician's Friend online human agent, they told me THIS IS BRAND NEW! But I got that is not brand new!
There is misleading information on the Website!
When I opened the boxes of each product, I saw that it was not packaged properly, and all the original packaging plastic bags and protective materials were missing!
Some scratch on the products. TOO BAD!

Thumbnail of user williaml1206
1 review
22 helpful votes
December 12th, 2020

Spent $1,100 on a brand new Ibanez S61. Box showed up the guitar was wrapped only in bubble wrap. No factory box no paper work no warranty no nothing. They took a floor model full of blemishes from a guitar center threw it in a box and sent it out. So incredibly unethical and deceiving. Selling used gear at brand new prices and trying to get away with it. I spend a lot of money on guitars and they just lost my business for ever.

Thumbnail of user brandond963
1 review
4 helpful votes
June 19th, 2023
Verified purchase

They never check their online orders and have sold used vintage Squier Stratocasters I've bought and paid for not once but twice in the last three months…I will never even so much as buy strings from them again

Tip for consumers:
$#*! musicians friend and guitar center

Service
Value
Shipping
Returns
Quality
Thumbnail of user guitarmanshredder1962
1 review
1 helpful vote
June 27th, 2023

Just got today and set it up, played for an hour and here is my review.
KILLER, AMAZING!
Module is fantastic
To me, all the hardware and pedals are pretty heavy duty like Roland.
Kick tower sticks like glue to carpet.
Velcro already on it.
The feel of the bass is nice.
Rack is so much better the Alesis or other round tube racks.
Oh yeah, it's already assembled!
Pads are super heavy duty, beautiful mesh, see through heads.
Cymbals are maybe the weak part of the set, but they are fine.
Acousticly, this set is pretty quiet.
This is a steal. I'm 62 years old. I'm a pro guitarist and a pretty good drummer so my opinion is legit.
BUY IT!

Thumbnail of user jamesm7957
1 review
5 helpful votes
December 12th, 2022

I've purchased numerous high end items (guitars, amps, recording studios etc...) in my track orders tab in the app it only showed one amp I bought in 2008 and none others. I called customer service to see if i can check past orders and all he said was huh? I guess you cant. That's strange. Is there anything else I can help you with? I'll just buy from sweetwater or somewhere else from now on.

Service
Value
Thumbnail of user dcm14
1 review
6 helpful votes
June 5th, 2022
Verified purchase

I've always shopped at Sweetwater- been happy with the customer service there. For some reason-don't ask why- thought I'd try musicians friend as they had a good price on and "open box" slate ML1. What a mistake. It was "no box" as in used I guess and no documentation including activation code for the software required to make the mic useful. Contacted Musicians "Friend" and got "shrug IdK maybe contact the manufacturer" anyway. Huge hassle to save a few bucks but lesson learned. Seriously-steer way clear of Musicians Friend. $#*! those guys.

Tip for consumers:
Steer clear

Products used:
Mic

Service
Value
Shipping
Thumbnail of user benjaminw511
1 review
3 helpful votes
August 16th, 2022
Verified purchase

They say items ship same day or next. I waited a week for them to finally ship. Every time I contacted customer support they didn't know ANYTHING about what was going on and the best they could do was say "wait and see". When the item finally did ship, I received an open box item with no warning. The order I placed was for a brand NEW synth, not an opened/returned/used one. They refused any sort of credit for getting an open box model. Quite literally the worst service in the music industry. Go to Sweetwater. Hell, go ANYWHERE else. Save yourself the frustrations. Thank me later.

Tip for consumers:
They do not ship quickly, their customer service is useless, they will sell you a new item but ship a used one.

Products used:
musical instruments

Thumbnail of user aumnord
1 review
4 helpful votes
July 9th, 2023
Verified purchase

As mentioned above - they sell damaged and already used musical instruments.
I bought an audio card that came in a used box full of paper. The box with the sound card was wrapped in bubble wrap. The box itself was already open, and there were someone's prints and damage on the card. You cannot exchange for a new one, you can only make a return. But if you make a return, they will charge you shipping fee + something else. I bought this item at Stupid Deal. I thought I won $100. Ha! I broke down hard! To return it back, you need to pay more than half the cost. There is no point in returning.This store is owned by the guitar center. I guess they are in the same situation.
SWEETWATER charge shipping fee too if you will make a return. But I've asked them about damage or used gear. They said we need some proof if you have some damage,if item arrived damaged - we don't charge shipping fee. I don't trust to all of them, but sweet water looks nice, then Musician Enemy

Service
Value
Shipping
Returns
Quality
Thumbnail of user philp275
2 reviews
4 helpful votes
July 24th, 2022
• Updated review

After speaking to numerous agents, I was told I have already used my points, which is impossible checking the time frame carefully, another answered we made a mistake and your points were never transfered over.We will reach out to our loyalty team(Oxi Morons)and take care of it. Well guess what, they are still missing in action! These Morons have an IQ of a first grader. They make a great daily double(M/F & Guitar Center) You can not embarass these people. Once again, STAY CLEAR!

Loyalty Rewards points scam
July 21st, 2022
• Previous review

It is well past my reward points due date and once again I have not received them. This is not the first time this has happened, and it does not suprised me. This is a failing company that continues to nose dive with selling you used equipment or dealing with the above issue. When contacted they fail to call back, or give you a bs story answer on your computer. Stay clear!

Tip for consumers:
Stay clear

Service
Shipping
Returns
Quality
Thumbnail of user joshc300
1 review
10 helpful votes
January 31st, 2021

Where do I even start?! This company shouldn't be in business based on my experience. The CS reps have horrible communication skills; they'll straight up lie to you to get you off the phone, they are rude and very unhelpful and you'll never fix your original issue the first time you call. They ONLY reason they are still operating is there 48 months no interest credit card Synchrony Bank offers. Believe me, it ain't worth it. Go to ZZOUNDS or Sweetwater.

Tip for consumers:
DON'T use it

Products used:
Microphones, guitars, drum kits, studio gear

Service
Value
Shipping
Returns
Quality
Thumbnail of user alexal43
1 review
2 helpful votes
January 28th, 2021
Verified purchase

I am a college student in desperate need of musical items at a decent price. Musician's Friend sends out coupons and there was a 20% coupon that I had just seen, however it expired only a day ago. I called the main number and the site's wonderful representative Ashley Foard picked up. I explained to her my situation and she kindly and patiently helped get me my discount. I ordered a keyboard and other accessories to go along with it, constantly asking questions to make sure the products and payment were correct. I successfully ordered my products and she offered to call when they arrive to make sure everything was in good condition. I was very fortunate to have spoken with Ashley and I am very happy with my purchase.

Service
Value
Shipping
Thumbnail of user stevem2688
1 review
3 helpful votes
July 16th, 2022
Verified purchase

Terrible experience trying to buy a new Fender Strat and Marshall amp. Long story short, I tried buying a "new and ready to ship" guitar 3 separate times and all 3 were used display models from Guitar Center stores that were damaged and missing parts. The amp was also a used floor model from the store with cosmetic damages.
The sales reps were really nice, apologized and promised each time that the next item would be a new one. They also give you their direct contact info but it's impossible to actually reach them directly (they don't respond to emails, no call backs, etc). I had to charge my credit card for each item since they can't just exchange it and took weeks for each charge to get refunded. There's also no way to speak to anyone in management or complain if something goes wrong.
What a terrible company. Had these bad online experiences with both Guitar Center and Musicians Friend (same company). They just try and unload all their used junk from the Guitar Center stores. Shop somewhere else!

Tip for consumers:
Gear is not new, it’s used display models

Service
Value
Shipping
Returns
Quality
Thumbnail of user christenaj5
1 review
0 helpful votes
January 5th, 2022
Verified purchase

I purchased the Allora ATS-450 Vienna Series Tenor Saxophone Lacquer Lacquer Keys as a birthday gift for my boyfriend on January 2 with free shipping. It arrived on January 4! We opened the box and was so impressed with this beauty! I had this sax in my cart with a discount code applied but by the time I pulled the trigger, it had expired. I was hesitant due to recent reviews I had read and it was a substantial purchase. The person I spoke to was understanding and assured me all would be well and for those who are hesitant too, Covid has shaken all industries with supply issues, personnell issues, everyone working so hard and short staffed, things happen especially in this climate and no industry is immune to these facts. I placed my order over the phone and this person was trustworthy, knowledeable, friendly, professional and went the extra mile to help me get closer to my budget. In addition he assured me that I would be happy with my purchase and he was SO right! The smile on my boyfriends face when he opened this gift was priceless and the hours and hours to come of him playing and me listening to him play, will be even more priceless! Thank you Musicians Friend! You made new friends in us and we highly recommend you to anyone looking for musical instruments and accessories!

Products used:
Allora ATS 450 Vienna Series Tenor Saxaphone

Service
Value
Shipping
Quality

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From the business

Musician's Friend is the world's largest seller of music gear! Get the lowest prices & check in daily for extra special savings! Huge holiday sale in progress.

Company Representative

Thumbnail of user emilyn12
Duncan C.
Typically does not respond to reviews

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1.6
308 reviews
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