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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.
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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
I've bought bass guitars and some other stuff from these folks. New is what you'd expect. New. Recently I needed a Peavey amp and ordered a used one from Musicians Feiend. It arrived quickly and was packaged well. The amp arrived looks wise as it did in the photos. I was told that the amp had been checked out and was solid. Not so. I plugged it in and there was heavey static and popping sounds. It was impossible to use. I wrote Musicians friend and 48 hrs later I've heard nothing.
I find that the customer service is fair but the products have been sub par and will never purchase again from this company
Very unhappy with this purchase. It came jammed into a big box with no protection for the neck. The tuner didn't work because the battery was dead. The agent made no effort to solve the situation. He said return the guitar - no apologies for the fact it was so badly packaged, tuner dead, or the fact it came from Guitar Center - not Musicians Friend. I have bought several guitars from them, but this is the last.
I ordered a lavalier mic from Musicians Friend. Unfortunately 2 days later I tried to return it because it does not work with my Rode wireless go, and I called them but they said my order number does not match what's in their system so they can't help me. Even though the return label info included in the box has their company name, address and telephone number, LPN and scan code. However, I did get a refund for it through Target since they were the ones that referred Musicians Friend. So Im ok now, but the whole experience with talking with the so called customer service rep and her constantly cutting me off is the reason for the review score of three stars.
I have spent thousands of dollars ordering from them because over a decade ago they would always give me the best deal I could find... by far! Now they are affiliated with every other music site so you can't haggle, every site just gives you the same deal a different way. Ex- full price plus a case that costs $20, other site says full price with a warranty that costs $20, other site says they will give you $20 dollars off. More of a choose your poison attitude now rather than trying to get you the best deal so they can be the one to make the sell.
Tip for consumers:
Call around to try and get the best price you can. If you find a good agent, make sure to get their info and always use them.
MusiciansFriend was able to offer a $150 refund and a replacement to the flawed part on the original guitar. Took about a month and too much frustration, but it has been resolved to my satisfaction.
I ordered a Taylor 214 CE DLX which showed up flawed, they sent a return shipping label which didnt work and sent a replacement in the meantime. The replacement box was horrendous. Tattered, torn, smashed, crudely taped back shut and had the previous owners shipping label still on it crossed off. Refused delivery of the 2nd due to its condition. The guitar was free floating in the box without any padding or the standard braces. Cant reach corporate office and am always told they will contact me, which never happens. I'm on day 18 after initial arrival and cant make any progress with this company. I used them before about 5 years ago and they were great. Not sure what has happened to this company. In either case, I'm out 1200. 00 right now with a promise that they will reimburse.
I recently bought a Gibson Les Paul Buckethead at the site, it took a lot of anguish as I lost faith in the email system, so I called up and dealt with Nick in customer service. I got my guitar and they produced eventually.
In the end it's Gibson USA, not the little guy.
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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.
