Mark Has
map-marker Draper, Utah

Do yourself a favor and purchase your products elsewhere

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Rubbish online music store who could care less about addressing the customers needs and concerns. Ordered a Midi controller and was informed that is would arrive at the end of the week for a gift.

Low and behold when I check customer service three days later the informed me that not only has it not shipped but is on hold. Never even bothering to send a email or anything to let me know. Also they said they give out military discounts but when you attempt to use the code after verification you get nothing.

I had did business with them over ten years ago but obviously something has changed very dramatically with their customer service. Stay away!

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Reason of review:
Problem with delivery

Preferred solution: An apology.

Anonymous

Horrible Experience with Musician's Friends

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I ordered several audio equipments from MF last Wednesday January 24, 2018 late in the afternoon taking advantage of a 20 percent discount coupon offered; the order suppose to be 2 boxes with 3 units each of Shure Beta 98AMP, One Shure In Ear Monitors Headphones SE846, and One Audix D6 Microphone. After repeating the order several times and making sure the coupon applied to it all, and choosing overnight shipping close to the cut off send from their warehouse, hanged with the Sales rep, he sent an order summary email for me to discover he had not included in the order the Audix Microphone! Called back immediately, after a 10 min waiting I got another Sales Rep who there was no way he could understand my issue, he kept not understanding what was going on, i requested to speak to a supervisor who after some difficulty understood the faulterings in the order; he set to fix it saying since the order was already too late to catch before leaving the warehouse he will ship the Audix Microphone Overnight for me to have it on Friday; he also fixed the discount priced as the first tech did not applied correctly as I intended for my order. Happy then I hanged the phone, got the supervisor email confirming shipping only to discover it was sent ground UPS which takes 5 days and will arrive next week on Tuesday! but that is not even the worst part, received my overnight order Thursday then got to set up the new mics, worked with the first 3 from one box setting them up and testing all great, then Friday afternoon got to the other box, when open it (boxes were not sealed although the product appears new to sight but it was missing some papers and documentations indicating these boxes were used before me) discovered there was one mic missing!!! I right away called their Costumer Service line and spoke with a girl who refuse me having to file a police report for thew missing product, she said then she had to notify the warehouse and wait 24 hours for a response to go to the "next step" she stated she was trying to help and this will be the way to do it. Not happy with that answer I called about an hour later again on Friday, this time spoke to Jason from CS, explained the whole ordeal at this point very frustrated, angry and cussing up here and there, he asked to keep the conversation professional business like! (after all their mistakes!) I agreed, explained that just then I found out from the same box with the missing mic, out of the two sent, only one was getting signal, the other appeared dead! He then set to send me a prepaid return label UPS ground! (it takes 4-5 business days) for me to send back that box with the missing mic and he will exchange it for one with the 3 mics and will make sure they all work before shipping them again overnight; he said if i ship them Saturday dropping on UPS Store they will get them in Kansas on Monday, Tuesday at the latest and i should have the replacement box by Wednesday next week; my recording session and schedule is screwed completely but i was made believe they are doing me a big favor by offering their support on the issues at hand! -- then I realized the mic that was not working first is indeed ok and do work, at which point i do not want to just send that box back for an exchange where who knows what else will go wrong as nothing about this order have been right at all, even when they are trying to help! Tried calling again to work out for them to send me overnight the missing mic but their CS Center was closed at 8.00 PST, will have to call and try work all this out again on Saturday! I should have gone with Sweetwater. There is order of cymbals I have all the sk separated but there is no way I will place it with Musician Friends! Jason was very professional in his dealing just like the first manager i spoke to but clearly they employ people who are not looking what they are doing starting from Sales to Warehouse personnel, then they try to apaciguate the customer saying things like this happens because we are humans! This is not the first time i hear they screw up but never thought it will happens to me in one of my not so many orders but a rather large one as far as money expended on it.
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Loss:
$269
Pros:
  • To be able to an extend resolve the issues at hand
Cons:
  • Lack of obvious organisation and communication between depts
Reason of review:
More than one point from avobe

Preferred solution: Deliver product or service ordered

Featured
Binta Bgm

Resolved: Don't buy a use item from them

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Musicians Friend - Don't buy a use item from them
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Musicians Friend - Don't buy a use item from them - Image 2
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Musicians Friend - Don't buy a use item from them - Image 6
Updated by user Jun 05, 2017

I accepted the offer of a rebate because of the damage...the guitar price was 349 and was drop to 280$ happy dance now..happy dude

Updated by user May 25, 2017

Because I live in Canada I have to pay the Canadian Custom fee to receive the guitar ...67$ I still cannot believe that they sent a piece of *** like that...nobody should ever sell a guitar like that...unless you mentionne severe damage to the body and give out...

Original review May 24, 2017
This was suppose to be a slightly use guitar with pic marks...i live in Canada so I have to pay a additional 67$ to get the guitar from the Canadian Custom fee...upon opening the box...i notice that all the strings were all in tune...they did not loosen the tension on the strings.. the worse was a 2 inch by 2 inch chunk of the body rip out and reglued offset..plys on the neck the finish was worn off on both side..sow when you slide your hand up and down you go from slick to ruff...i would never sell a guitar in this condition...total B.S... .they told me to send it back...but I need to repay the Canadian Custom fee...they won't pay for it...no class...very poor customer support..they should be a shame for selling a piece of sh t like that...if you order a use guitar from them...be smarter than me and asked for many pictures of all the guitar...
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Reason of review:
Bad quality
2 comments
Guest

You were bought for $69 ?

Guest

Robert, your guitar is broken last year.

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Chassity Etf

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Musicians Friend bait you with promises of discounts, but items are constantly delayed!

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I ordered a discounted ukulele that was better pricing than all of their competitors before Xmas. It went into back order status before the order was cold.

Since then it has been extended five times! I started calling "customer service" after the third extension. "So sorry. It looks like the order should be fulfilled on the given date".

Given date approaches and Musicians Friend changes the date. They tell me there is nothing that they can do, but they already charged my CC. They tell me that they will happily cancel the order, but of course I believed in their sales pitch and have now missed similar but less sales running from other companies.

Don't believe their hype. You will end up losing.

View full review
Loss:
$300
Pros:
  • Sales promotions
Cons:
  • Order fulfilment
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
Guest

helpful

Schylar Hdx

Musicians friend terrible service. All they do is Lie. Lie. Lie

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There lies and terrible service and lies has been going on for 1 and 1/2 years and still lying and making ridiculous claims Every few months they give you a new claim # so it doesn’t look like it’s going on for this long. First of all the piano weighs over 400 lbs so they tell me to mail it to there repair department.

I tell them that’s not reasonable. They send some one finally to repair, he’s going to order parts and be back, Then they tell me every week for months there waiting for musicians friend to send them the parts This never happens. Then musicians friend after another 10 lies and false promises, everyone that works there gives you another lie. They tell me the company is no longer in business.

They’re going to send someone else. Ps the other company is still in business. The new company never calls or shows up. Another time they tell me they’re going to send me a gift card to replace the piano $2599.00.

They send a gift card for $2.59. Then they take it back and back to more lies. Nothing but false promises.

There repair service is terrible. Don’t buy it Don’t trust them Your best bet is to buy it somewhere else.

View full review
Loss:
$2599
Cons:
  • False promises
  • Lack of obvious organisation and communication between depts
  • False promises over and over
Reason of review:
Poor customer service

Preferred solution: A gift card for $2599 to repurchase as promised

Hillman Ial
map-marker Kansas City, Missouri

I had to pay for shipping to return something I didn't order

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I found a case that was described and pictured as an original Gibson j-45 hardshell case. I paid €119.99 for it. Free shipping. I received a totally different case for an electric guitar. I called customer service for the return, and they said they didn't have the case I needed, and that if I wanted to be refunded and return what they sent, I had to pay for shipping!!! Are you kidding me? It should not even fall under the "return" category. It's only their fault, and in addition to the huge waste of time I have to pay for shipping it back?!?! The only thing I could get from their awful customer service is store credit to have them pay for shipping.
View full review
Loss:
$120
Cons:
  • Having to pay for their mistake
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Wrong item, no help!!!

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Musicians Friend - Wrong item, no help!!!
I have been waiting for replies to 3 emails I’ve sent Musicians Friends for 4 days. They sent me the wrong guitar and I can’t even select the order on my purchase history because it isn’t there despite me buying it on my normal account. Sweetwater and Zzounds have NEVER treated me like such ***, AND when they make a mistake they send me a replacement immediately! *** you Musicians Friend.
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Reason of review:
Order processing issue
Anonymous

*** MF

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I purchased a guitar & case on a Saturday with expedited shipping. When I noticed that the guitar's description did NOT match the confirmation email/item link sent to me, I decided, "wow, bogus description, I didn't want a blemished guitar", I decided to cancel my order same-day.

I screen cap'd both the online description and the one sent to me by email for posterity. There are 9 levels (much like Dante's inferno) that I had to descend before the nightmare ended and my refund got back to me from Musician's Friend (aka MF, rhymes with Mother Flocker.) Names changed to protect the innocent. Circle of *** #1 - August 5th, Saturday, Part 1 - When I called to cancel my order a few hours after placing my order, Steve, who sounded like a stoned sloth, answered. "Oh, sure, send the stuff to me and I'll scope it out." After reviewing my screen caps, he said, "Wow, you're right.

That's our bad. No problem on cancelling at all! The merch was already picked [to be ready for shipment], but [the people who handle the shipping] will see that you don't want it." I asked for an emailed confirmation of my request. He said, "yep, you should get it in a few hours." Circle of *** #2 - Saturday, Part 2 - Eight hours after placing my cancellation and no email confirmation in sight, I called MF and asked for Steve.

Instead, I got Kaylee. She said, "Oh, sorry about what the other guy told you. I don't see any notes that he has done anything. By the way, we can't stop items like this.

I have to place a Return to Sender request and hope the merch turns around. Shouldn't be an issue. And since the merch won't leave the warehouse, you won't be charged ~$70 for the next-day shipping." So, I'm more irritated than a virgin unicyclist that Steve lied, but elated that Kaylee sounds like she knows what she is doing. I asked if SHE could send me an emailed confirmation, and she said, "Sure, you'll get it once the system processes it, which should be in the next 24 hours." Circle of *** #3 - Sunday - Concerned that I haven't received an email confirmation, I call MF back--they have Sunday hours, which makes me pleased--and ask for Steve or Kaylee.

Instead, I get Danielle. She says, "I'm sorry, but I don't see any record of you having placed a cancel order request." Punching fictive kittens in the face for this calamitous reality, I insisted that I spoke to Steve and Kaylee. She said, "Again, sir, I don't see any notes on your account." Again, I explained that I tried canceling my order on Saturday, the same day that I placed the order, and I just want the order canceled; and I explained that it hadn't even shipped yet. She said, "Well, what Kaylee said sounds right.

We do all of these Return to Sender requests by email. We're not equipped to communicate with UPS by any other means. But, those happen rather quick." I asked her to note my account, send me an emailed confirmation of SOMETHING denoting that I'd placed a bona fid cancellation and corroborate my sanity. Circle of *** #4 - Monday - Day 2 of this fiasco, and my credit card is formally charged for the order that I've been trying to CANCEL since Saturday.

And, I get a confirmation email that my order has SHIPPED. Furious, I call MF and ask for Steve, Kaylee, or Danielle; but I get Josh. He says, "So, I definitely see that someone placed a Return to Sender request on your merch, but it takes 24 to 48 hours for UPS to put that into effect. And, since you paid for Next Day shipping, they may not get it until it arrives at your house." I'm erupting like Van Halen.

Josh suggests that I contact UPS. Circle of *** #5 - Monday, Part 2- I call UPS, but I can't get anything but Stephen Hawking's dysembodied voice on the phone. So, I call my local UPS control center and plead for help. Olga says that she'll place a Return to Sender request for me because THERE ARE NO RETURN TO SENDER REQUESTS -EVEN PENDING- for my packages, which implies that MF is full of BS and hasn't done FA for me, like they want the merch sent to me so that they can force the delivery of a package THAT I DON'T WANT to reap the hefty boon of my next-MF!-day-shipping.

Circle of *** #6 - Monday, Part 3 - I call MF and navigate the menu like Chirrut under bedsheets. I ask for Steve, Kaylee, Danielle, or Josh, but I get Bob. I explain that I spoke to Olga @ UPS, and they have no record of ANY Return to Sender request even "PENDING" for my packages. He sees some notes about my previous calls and decides to berate ME for being impatient.

I tell this Duke of the Fuckwhits that I I've been fed misinformation ever since I attempt canceling my order within hours of its inception only to be taken for the proverbial ride. This guy clearly doesn't understand how customer service works, so I Lonely Island the receiver and shut him up. Circle of *** #7 - Tuesday - My order is in the next state over. No return to sender request appears on the itinerary.

No email confirmation about my cancellation has arrived. No refund has appeared...all because the MF merch is speeding towards my home like a retarded Water Boy. So, I call my UPS distribution center and plead for someone to write a note to the delivery drive. Sandy kindly obliges.

She even signs me up for UPS MyChoice and says, "Now, we've set the package to be undeliverable if you're not home AND if you can't/won't sign for it. This is a good contingency." Circle of *** #8 - Tuesday, Part 2 - The order has arrived at the distribution center and is Out for Delivery. Unfortunately, I'm at work, so I won't be present to refuse the merch. This time, I compose an email to MF HQ and write my entire narrative, timestamping my UPS Tracking screenshots and saying in no uncertain terms that I DON'T WANT THE *** MERCH COMING TO ME BECAUSE I'VE BEEN TRYING TO CANCEL & RETURN BEFORE MY ORDER EVEN ARRIVES, AND ALL SINCE SATURDAY!

I get a response. Nobody put their name, but I got a phone number with a "personal" extension. This person's real name is Elisha, and she is the ONLY person at MF who did anything constituting proper customer service. I gave her my entire sob story, speaking to Steve, Kaylee, Danielle, Josh, Bob, (and Olga and Sandy at UPS).

She not only REFUNDS my shipping that very same MINUTE (and I see it appear as a pending REFUND in my checking account), but she gets my merchandise turned around before it arrives at my doorstep! Circle of *** #9 - August 14th, 2017 - Monday - I log into my checking account and, lo 'n behold, I see two pending refunds (for each item that I purchased from MF.) Its over. Its finally over. tl;dr -- It took me 12 days and chatting with 9 people to cancel a shipment that I didn't want since the (non-business) day that I ordered it.

*** these guys.

Thanks Elisha. But *** MF.

View full review
Loss:
$100000
Reason of review:
Poor customer service

Preferred solution: Close Your Business and Hang Yourselves

1 comment
Guest

You did not lose $100,000.00

It is absurd to even state that.

Your complaint is too long and pouty to read.

Next time either patronize local business or Sweetwater.

You are actually not cool enough to be a musician.

Anonymous

Awful experience!

This company is absolutely awful. I placed an order for a sound system in November, with a check sent to them on January 4th. It is now 2 months later, and I have not received my order yet. I have been emailing them, with no one replying, UNTIL I threatened to file a complaint with the BBB. Finally someone replied, and she did not seem to know how to read an email. She kept asking me for the check #, which was plain as day in the email, then repeatedly told me in 2 more emails that it just was not in my email. She finally got it, after 3 emails. I have never worked with a company this unorganized in my 20 year career. Their lack of proper customer service is evident, and their terrible online reviews are certainly reflective of that. Save yourself some trouble, and do not use this company. Ever. I cannot emphasize enough, just how terrible this company is.
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Reason of review:
Problem with delivery
Anonymous

Stay as far away from this company as possible!

This company is horrid. I ordered a sound system in December, cut them a check on January 4th, and still have not seen my order, almost 2 months later. They have been ignoring my emails, and I have sent an account manager 3 emails with the information she requested to locate where that check went, and she isn't reading what I sent her. All she keeps saying is that she needs a check #, which has been in all my emails. I am not convinced this place isn't just a massive scam. It will be a miracle if I get my order, which, by the way, cost $1,200. Save yourself some trouble and stay far away from this place.
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Reason of review:
Problem with delivery
2 comments
Guest

I had a similar experience and when the PA showed up, it was missing pieces and parts were damaged. I rejected the shipment and I am disputing the charge on my credit card.

Guest

It's 2018 who orders things online and pays with a check???

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Anonymous

Won’t exchange my guitat

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Ordered a sub-par guitar and they will not help me exchange it. I have been trying for 36 hours. Asking for supervisors for hours in end. They just ignore me. Horrible customer service.
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

i've exchanged plenty of instruments with them as long as you are in the return policy they set up exchanges on the spot thanks for giving all the info bro really helps people make a decision you lying sack of ***

Anonymous

This is a pro scam website, watchout!

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They filled you with emails and promotions but they don't actually have the items in stock! 1st they charge your CC then says the item on backorder. So you wait for a month... Then another month... Then they claim they don't know when they would have it... Then keep using the word "soon". > Fact: Not item has been over delivered as promised! Watch out from ordering items from them! {{Redacted}}
View full review
Loss:
$700
Reason of review:
Poor customer service
Anonymous

Lost order

Contacted them 3times about order told them didn't receive order. I was told couldn't get refund until they heard from USPS .A bunch of *** I'll never do any more business with musicians friend ever again
View full review
Pros:
  • Product
  • Products
  • Changed delivery method
Cons:
  • Changed delivery method
Reason of review:
Problem with delivery
Anonymous
map-marker Kansas City, Missouri

Incompetant thieves

After screwing up my Christmas present (the only one my son was getting) and shipping HALF of a desk, they then told me the only way I was going to get the desk now was to send them back their screw up, pay more money to get another desk shipped that would get there well after Christmas, and then some day they would refund my money for the original purchase. After I shipped them their junk, they refunded part of my payment and then proceeded to ignore my emails.

I had to open a case against them via PayPal to get my money back.

I promised that if I didn't get this resolved, I would spread their name on every review site I could find, so here you go. This organization is a joke and should be avoided at all costs.

View full review
Loss:
$380
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Kansas City, Missouri

Lousy Customer Service

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I purchased a Taylor 514CE which was NOT what I expected. I had owned one in the past and it was a great guitar. This one would have needed work right out of the case. Long story short it cost me $102 to ship it back after being charged $1799 for the guitar which has yet to be reimbursed! They received it on 8/29. I have called and emailed numerous times with NO result; just a runaround. I have been doing business with them for years but I think that has ended. I am still waiting for my refund less their initial charge of $8 or so for shipping to me. They say they resolve these matters in 1or 2 days.. REALLY? It's already been a week plus.
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Reason of review:
Poor customer service
2 comments
Guest

Also blame Taylor.

They built it.

Most guitars need a setup when purchased new.

Guest

I apologize for the inconvenience and the poor service. Please forward this complaint along with your order number to gearheads@***.com We will do what we can to get this issue resolved for you as soon as possible. Thanks!

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