Long & McQuade Musical Instruments

Unfortunately I have a hard time setting foot in that franchise. They can't seem to hold onto knowledgeable staff most likely due to the terrible wages. Taking in guitars on trade that are problematic to begin with. It's like they just throw up anything on the wall and put a high price tag on it. Had a few guitars that I wanted to have them check over (one had a glaring issue with a poorly cut nut)….nope they didn't fix it at all. They raised all the repair prices to unreasonable levels. Some of them are better than others but in the current climate……I'll shop online. I've had better luck and better prices via Amazon, smaller online shops ect. Unless it's a Brick and mortar that really brings the service to you, big box stores like L&M are a dying, bloated, corporate Dinosaur. No thanks I'll save my money and get better pricing and service elsewhere.

I am truly disappointed. I ordered the guitar I wanted middle of December and by end of march they still didn't have it for me. After numerous times of calling they kept giving me false delivery dates. I could have and and should have gone somewhere else. I should have called this off way sooner. The customer service was terrible. They never even apologized for the inconvenience. Complete waste of my time. No body even placed the order until a month later. I am not a happy customer.

Thought L&Q were bigger than this! I was buying a used guitar from them and they agreed to take in an instrument of mine as trade to reduce their sticker price. Victoria front desk manager said they would give me $126 off the price for my traded in instrument BUT as I went to pay he said as they would only get $70 back from the 126 value so $70 is all they would give me off the price of the used guitar I was buying from them(?) Didn't they just state they would take $126 off their sticker price? (Now just $70!) What a sneaky & slimy move and THEN he had the balls to ask if I also wanted to buy their extra extended warranty of their USED guitar(?!) Felt screwed over and treated like a gullible idiot. BEWARE of trade in value given tricks. Very disappointed in L&Ms sneaky gouging of this good customer. Will not take my business there again. WATCH for their shell game/greed dance at the till! Hurts to be treated like a laughable fool. Lost me with that stunt L&M! Do NOT feed this shark!

I bought a Mapex aqua burst drum kit and decided to order 2 additional toms.
Pretty simple right?
Nope...

Not only did I have too pay 100% of my order in advance, I'm sitting at about 7 months and counting, with nothing.
Not only do they not know where my order is, they don't seem to have any way of finding out.

I would expect a company the size, stature and reputation of L&M to have better relationships with their suppliers.
Or at the very least, be able to do better by their customers in these instances.

This is unacceptable, moving forward ill prob order from Tom Lee in Vancouver and have it shipped to Nova Scotia or drum boutiques online.
Because it's easier and much faster.

I understand L&M isn't exactly known for being drummer friendly, but common.

I have visited a few Long McQuade stores; however, the Brampton store has the best customer service. The staff are very-very friendly and helpful; especially the store manager. One same transaction that I had difficulty with another Long McQuade store was resolved fast and easily by the manager of the Brampton store. This is my go-to store now for any musical needs. Thank you for your great service!

I've never been more disrespected by an employee of any company. Rude staff and terrible attitudes. The people act and behave life pawn Shop they treat you like garbage. I've bought several guitars and amplifiers from long and mcquades. I won't ever visit them again.

They charge you shipping coast if you buy from another province when you return it. I bought the guitar from Alberta and shipped to b.c and I found fingerboard not completely finish and noise from volume control. When I was return to local store they said it's not defect they can fix it but I wanted return it coz don't want to fix the new guitar and they charge shipping fee. Horrible policy.

I've never been more disrespected by an employee of any company. Rude staff and terrible attitudes. Practically got jumped by three workers for turning on a speaker. I've bought several guitars and amplifiers from long and mcquades. I won't ever visit them again.

I know there a retail store, but there expertise and interaction with paying customers is horrible

They dont actually care to answer your questions and provide terrible service with what they say is expert knowledge
For a place that advertizes customer service and expert knowledge on their products they arent any good at either

On Thursday my wife and I went to your Surrey location on 104th i can not express in words how impressed I am with the excellent customer service we recived I had to get a new peg and sting installed.it was done quickly and the service man tuned it up and even polished it we alos bought some other stuff and the service man answered any and all quistions we had. There are other stores around that should take a page from your play book with there customer service I will continue to tell anyone that is interested in any products or equipment you sell to try your store first. I am just so. Impressed with the service.

Being a guitar collector, I have purchased many instruments from Long & McQuade over the past few years. However, most were from other stores or online, as I can't seem to get any 'happy to help, 'what can we do to assist? Customer service from my local store in Nanaimo. It appears that the staff are there to visit each other, not for customer support. I thought the salesman were real average, however their manager hides and is afraid to talk to customers? Maybe this is why the sales staff never appear to be happy or eager to assist. If you don't want to be there, perhaps you should get into another line of work? In this case the staff definitely appear to be a reflection of the management.

I have bought a few musical instruments from Long and Mcquade and some recording equipment. Staff was always helpful and it was easy to find products. I have also used their website to shop and bought a guitar for my niece for Christmas. The employee I talked to about shipping really came in clutch and made sure the product got shipped on time to be here for Christmas. I will continue to shop at Long and Mcquade because they just make things easy and their staff is very knowledgeable.

Been dealing with them 5 years now & its been up and down with a lot more down than up. In past couple months I've had 1 order screwed up so bad they had no idea where it was weeks after I'd ordered it and I was lucky to get anything, in fact they'd have just not bothered with it since I had to pay in advance (their policy). Ordered a pedal from them now a month ago and they still will not tell me if its shipped or even if the order was placed after taking my money. On top of that now their wanting a "special order" paid up front again on a guitar amp speaker cabinet when its a normal stock item advertised on their website and in store. Again nothing but excuses but instead they're trying to upsell me not 1 but 2 cabinets that will end up costing hundreds or even thousands more by keeping all the affordable units permanently "out of stock". I'm done with them.

31st August, entered the Danforth Rd Land M. Paking $3000. 00 in cash and ready to make a purchase.
I asked to take a LP Tribute into the sound room, tyned it, play it unplugged (I already know what it gonna sound like) came out of the sound room, my required mask was down off my nose. A silly brat sales guy yeled at me across the entire establishment; hey, we wear a mask here! In front of a dozen spectators! I asked him If I could set the guitar down here on a table and I did.
THEN I WALKED OUT. There was NO Need to make a spectacle so I decided to walk.

Everytime I walk into the Surrey Store I feel like no one is happy to help with anything. No one knows much about products.
Customer service sucks and Worst is their attitude. They are like Zombies

These guys are the best! Great pricing, great knowledge, very patient with all the questions.
They were very accommodating with my gear selections and offered what I believe was fair value for my trade in pieces. Items that weren't in stock at my store were brought in quickly all in all a great buyer experience. I went a little over my original budget so having the financing was great to get the gear in my hands now...

BIG THANKS L&M CREW!