Musician's Friend

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

It's been several years since I've done business with musicians friend. The reason I stopped is because I had two items I needed to return for standard reasons. Both separate returns in new, unopened box shape. Total was $200. Never saw the money credited to my account. Customer Service said they didn't receive the package, though the USPS stated it was delivered. No recourse (don't get me started on PayPal). Lost $200 to these crooks. I had done business without hassle for several years prior to this incident and no issues, great customer service. I read that they had been sold to another company and that service and overall business model had dropped off significantly after the sale. Makes sense. Use Sweetwater, a local music shop, or other online music companies like Chicago Music Exchange or Sam Ash. DO. NOT. USE. MUSICIANS. FRIEND!

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.

I ordered a Mesa Boogie v 25 amp after obtaining a Gear Card to make the purchase. The web said, "In stock and ready to ship." The agent said it would be shipped the following day. That never happened! I called to let them know I had not received an shipment email. I was told there was only an open box with a tare in the front mesh. I could cancel the order or maybe they could reduce the price. Neither was acceptable to me. What an untruth to advertise all over the internet about their product being available, but knowing it wasn't. Even encouraging their gear heads to pretend it was available. Very misleading for a store that I trusted and counted as my "Go to" store.

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.

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.

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

I bought a brand new guitar and received a filthy, factory defective, guitar packed in bubble wrap in a broken box with rusted strings a a severe coat of human grease. The guitar can't even be intonated as the neck pocket was cut too deep. Definitely why it sat on a hook at a local Guitar Center and the guitar couldn't even be tuned correctly. By the time I figured it out my return date had passed because I assumed that they would cover a defective product. Instead I was directed to seek out the manufacturer's local rep. My advice is to check your product out for every defect possible as soon as you receive it and return it if it does not meet the specifications of the instrument that you bought. I have been working on and playing guitars and basses for over6 decades and do have significant experience in these matters.

You'll be lucky if you get your shipment from these guys. Order a $1.5k guitar and was told I would get a free case cause Sweetwater offered it. When the order went through they charged me for the case. I should've learned my lesson there. Classic bait and switch to get me to buy from them. I canceled the order for the case and waited on the guitar. Was told it would be there in three days. It took 7 for the tracking to say shipped and left at my side door. Well, I have no side door and have no guitar. Almost going on week two now with no refunds, no updated information, still no manager call which I asked for a week ago, and no reassurance I'll get my money back. And yes, even if the guitar comes I'm sending it back for a refund because I needed to go out and buy one in person instead with how long they were taking. Going to open a dispute with my credit card company, they should be able to actually help. Lesson learned, buy from Sweetwater.

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.

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

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.

Be careful with this company. In an effort to not always buy from Amazon (stating the obvious here: the most efficient customer-focused business bar none), I thought I'd buy something from Musician's friend. Ordered a clothing item which was too small. Tried to return it but was told they do not accept clothing item returns (see attached return label photo). I tried to explain it's not my fault that it doesn't fit and that they would lose a customer, but nothing could be done. I hate to say it, but this is the reason all these companies will eventually be forced to fold. Their customer service just cannot compete with Amazon. Sad, but true.

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.

3 "new" purchases. All 3 were used. 2 were the wrong product altogether. Why would anybody use this company? The only value they have is a website and a warehouse- they ship out random uses items for whatever you purchase. Save your time and your mind- avoid musicians fiend (as in a demon that plagues musicians).

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.

I bought a Martin guitar a few months ago for $1726. Though the guitar is great - Musician's Friend is NOT great. I should have had $130 in Reward money to spend there - I never got it. After 5 calls over a month to their customer service - with each one politely assuring me the money would be in my account - it never happened. Bottom line: I don't like being lied to.

As has been said by many before, they sell used products as new. Only order with the expectation that the "new" guitar you're buying is one that was returned to a Guitar Center at some point. My "new" guitar was shipped in bubble wrap with dirty strings and finger prints all over the body.

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.

Worst customer service. Website sucks. Consistent harassments from salesmen. Just horrible. There are tons of reputable places to by your gear. I promise you. You will regret shopping here. You have been warned!
Matthew Davis, Renton, WA