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Musician's Friend has a rating of 1.55 stars from 309 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.
This company does not typically respond to reviews
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.
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
They are a poorly managed company. Ignore wrong doings and do not serve customers very well. Especially when they fouled up and owe you money. They seem to be running a "bait n switch" operation when it comes to big ticket items. I. e. Guitar sales. It appears they have business model based upon "for every customer we lose, we get 5 new ones, so why bother with customer complaints." They sold company to Guitar Center which is risky when buying used guitars as sellers on Guitar Center push defective prouducts at high prices which validates the business model suggested.
Tip for consumers:
Caution, as they are not customer oriented. Ignore requests for refunds when they "bait and switch" what you purchase.
Products used:
Guitar
They ship with UPS which cannot make a firm delivery date. Got a ship confirmation from UPS with a delivery date and then the day before delivery I got another message saying they can't make the date with no updates for delivery. Been 4 days and still waiting. Musicians Friend was no help at all. Maybe my order will just show up one of these days. Recommend purchasing locally and not online unless you have lots of time to sit home and wait for your order
Tip for consumers:
Buy locally unless you have lots of time to wait for your order
Products used:
Guitars and amps
Beware of Fender and Squier instruments being sold by Musicians Friend. I could not get Fender or Squier to verify and send me a certificate that my guitar was not counterfeit and this was at the request of customer service at Musicians Friend. I even sent pictures of the guitar as well as the serial number. Caveat emptor.
I purchased a bass pedal using presidents day discount code from site email. After several days i saw no movement or tracking info.so i contacted them. They said alls good. It will ship 2day. It did not. So i contacted them again & they said 2marro definately. Dont worry. I waited till next day... then recieved a cancellation email. I contacted them AGAIN. Now the story turns into they cant locate pedal to ship it... meanwhile its still listed IN STOCK READY TO SHIP. Even now days later. Still in stock. So either they decided not to honor the discount or something. If its still in stock ready to ship. Or if you pay full price they have it. Otherwise someones going to go thru same situation as me as well... they need to change the site listing or they just lied plain & simple. Its a tama power glide 900 bass drum pedal 229$. Ill drop a screenshot of listing in stock still. Thanks
Thanks for calling back upon my request. Oh, wait.
You didn't do that.
Twice.
That 'pandemic' excuse is wearing pretty thin.
Tip for consumers:
Don't.
Products used:
guitar
Ordered on the 14th. Slill in "processing" on the 20th. They had 5 business days so I called the 800 number to cancel. The operator was totally oblivious to the fact it had not even been picked or shipped[they can only charge you when it ships... so I knew] but instead insisted I could not cancel because it was "probably" going to ship later that day. Next day still in "processing". But by then I had stopped payment. And I went on "chat" and nicely told them what I did and why. Over the past 15? Yrs or so I had spent thousands there but the quality of service and especially shipping has gone way downhill. The kicker was when during the conversation I told "phone-man" that AMS usually delivered next day and that Sweetwater usually 2 or 3 days... he told me impossible, no way, and that's not true. Basically calling me a Lier. That was the proverbial straw that led to freezing the account and severing ties forever.
If you are going to buy an instrument DO NOT BUY from this company. Why? Well if you want to return it YOU pay shipping! Shipping a guitar is expensive so you will probably just have to suck it up and keep it or sell it on CL or similar.
I would say you may be safe. With small things like tuners or straps as long as you know what you are buying.
I was looking for a red acoustic guitar and checking online this site came out. It had a good price so I decided to buy it here. I had a problem with my credit card and I contacted the customer service. Well, tried to because they didn't reply to any of my emails or phone calls. I'm so pissed off with the miscommunication offered by this company. In the end, I contacted my bank to solve it. The guitar was a nice good but the customer service was the worse experience EVER.
Made a credit purchase of $3000 and it takes two plus days to verify my credit, I chat with customer service reps and they promise order shipping to no avail. I chat again the next day and this guy was a smart A**. Sweetwater is by far a better place to order over the web they actually call you and talk to you about your order and if there's a problem let you know. Musicians friend is incredibly slow, next time I will not bother, the only reason I didn't order Sweetwater is they didn't have the instrument I needed in stock. I'll see how soon my order arrives and the condition, I would not be surprised if some a** doesn't sabotage. I'll post another review after I receive my order that is if I ever do!
I spent lots of money with MF until I ordered a Seydel Saxony Orchestra tuned Chromatic and received a Setdel Deluxe chromatic. The deluxe is a piece of crap compared to the Saxony. It was 100% their mistake but they required ME to pay shipping and a sanitation charge. That was my last order with them. I've since bought from Kraft music (keyboard) and Rockin'Rons Music.
This was the first time we made an orders here online.
Ordering was easily enough.
Fed-ex delivered an incomplete order.
We ordered the less Paul pack.
The guitar shows up (late)
As I check to see where the rest of the order is. I am informed that I would have to send back the guitar, and then re order again.
I can buy it at a local guitar center for more, but completely less hassle the get a full order.
1 either the fulfillment center made a mess of not sending the order
Or 2 FedEx stole the amp and other items
(Which would be be surprised if.)
The girl I spoke with on the issue was very helpful. And very professional
But I don't think I will reorder.
I would be more at ease knowing even if I have to spend more at a store. I won't have to go through the hassle and probably not get it on time for Christmas day./if at all
I ordered a guitar on cyber monday, and the one color i chose is the only one not it stock, so they tell me "it will ship on 16th and arrive the 23rd for Christmas". The 16th came and went and on the 17th i look into it only to find it hadnt shipped yet. I call and only then was i told it was back ordered to jan3rd. I waited for them i would have been screwed for a christmas gift, Gabby the representative tries to tell me its because i have a different ship address than my billing address ( its a gift and i didn't want it to arrive when i want home). Then she goes to talk to the manger, i look on the site and the guitar is in fact in stock and ready to ship, as an appeasement the manager offers a discount and free 2 day shipping ( which temporarily made me happy). Next issue it doesn't arrive in 2 days. I l call and they say we sent it, so its Ups PROBLEM NOW. Turns out they sent it out past the deadline to make the Air plane that day, so UPS decided it would be OK for a guitar to ride in a cold truck in 12 degree weather for 6 days and deliver it whenever without contacting musician friend or Me. I told UPS if it arrives and is damaged from being in cold weather for so long, they will be replacing it. I will not buy from them again, they dont appear to care about making lasting customers, too bad because i know a lot of musicians and i will make sure i steer them away... so upset with Musician's Friend and UPS...
Purchased a Epiphone Les Paul elec guitar and small amp. Electric is not for me. Confirmed I'm an acoustic gal. So, requested to return products. Took to UPS & it cost over $100.00 to return to MF. This is unbelievable to me. I'm sure MF receives discounts from their carriers UPS/FedEx. Why don't you extend something to your customers? NEVER AGAIN! You just lost a customer.
Decent price and selection. Overall a big fail in customer service with spam emailing and no unsubscribe available. Ridiculous.
I have yet to talk to a customer service rep over the phone that is not stoned. They could care less about their customers and are just trying to log minutes while doing putting in the least amount of effort. If you can't order it online, DON'T trust that these guys can handle your request over the phone.
I ordered a taylor classical guitar from musicians friend. The box it was in had NO handling instructions, the box was half torn open, the guitar was loose in the case and literally hot from being in a UPS truck all day. Guitars are delicate instruments.
I am trying this instrument for a while to be sure it hasnt buckled or warped from the heat. Ive had underwear packaged more carefully than this, and this was an 800.00 instrument.
This guy, you can tell its this staged concern and caring, keeps callin to say hello. Hows their service.
But he did not address the mishandling, poor packaging. Guess they will keep sending yhings in a hot truck. In fairness. He said I could return it, but why handle their products and deliver them in this manner? Guess some customers dont know any better
Tip for consumers:
Beware of how delicate instruments and electronics are mailed.
Products used:
Taylor classical guitar.
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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.
