Complaints

This profile includes complaints for Musician's Friend, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Musician's Friend, Inc. has 16 locations, listed below.

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• 

  Musician's Friend, Inc.

  P.O. Box 7479 Westlake Village, CA 91359

  
• 

  Musician's Friend, Inc.

  PO Box 4520 Medford, OR 97501

• 

  Musician's Friend, Inc.

  1491 Universal Ave Kansas City, MO 64120-2139

• 

  Musician's Friend, Inc.

  180 W Election Rd Draper, UT 84020

• 

  Musician's Friend, Inc.

  180 W Election Rd Ste 100 Draper, UT 84020

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was offered a discount in order for them to keep my business and not close my account....I agreed and placed an order... The promised discount was never applied to the order.... Just a lie to keep my business and get me to order

  

  Business Response

  Date: 02/26/2025

  
  
  Thank you for contacting us. We are sorry for any inconvenience. We saw in our records that you talked to Sales Manager, C****** and that she has sent over the cancellations that you requested and has refunded you.
  If you have any further questions, feel free to call ###-###-#### and we can assist further.
  
  Thank you.

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/19/2025, I purchased two gift cards totaling $3000USD as to split a purchase from Musician’s Friend. After 24 hours and despite repeated (and shifting) promises the gift cards would be delivered within a day, neither gift card has been sent. I paid using my PayPal account, and if the gift cards are not remitted by end of day 01/21/2025 will be filing a dispute.

  

  Business Response

  Date: 01/21/2025

  
  
  Thank you for contacting us. In our system, we see that the e-certs got emailed to you at [email protected]. If you are still not seeing them, please email us at [email protected] so we can look further into it.
  
  We are sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a brand new guitar from musician's friend website on 9/1/2024. The guitar was broken at arrival at the top board. And boy, looking at the multiple shipping stickers on the package, this poor thing has been shipped around 3 years ago. I contact the customer service by chat and the agent was very helpful and sent me a return label. I shipped out the guitar and got and email say they received the return on 9/14/2024 and "Please allow 1–2 days for us to process your return, and an additional 2–3 business days to receive your refund or 5–7 business days for your exchange credit." I thought the return was easy and assumed the refund arrives as the email said. However, when I check my credit card at the end of September, I didn't see any refund. I contacted the customer service by chat again on 10/1/2024. After I provide the order information and asked for refund, the agent end the chat without any notice. I also reply to the refund email but that email went nowhere. That's why I'm here. Hope BBB can help me out. Thanks.

  

  Business Response

  Date: 10/08/2024

  Hello,
  
  Thank you for contacting us. We looked at your order and it seemed to have gotten refunded to credit on account, but our it should be back to your card now. If it is not, please let us know.
  And if you need anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  Date:09/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/12/24, I ordered Fender American Ultra Telecaster Rosewood Fingerboard Electric Guitar Texas Tea via phone. I was talking to Zach Welch [email protected]. Later that day, I received a phone call from Guitar Center, Manhattan NYC indicating that they do have the guitar I ordered; however, it is a floor model, and it is scratched. I refused to accept used and scratched guitar. The caller named Joe canceled the order and sent me an email indicating that the order was canceled. On 9/13/24, I contacted Zach Welch via email asking to solve this issue; however, he did not answer my email. I also contacted Brittany Winn via email [email protected]; however, she did not answer my email. Although my order # MFSF*********5 was canceled, they charged my credit card for the guitar $2111.16 and $42.22 promo fee. I expect full refund.

  

  Business Response

  Date: 09/18/2024

  
  
  Thank you for contacting us. We sent your information over to Brittany and she was having Zach reach out to you to take care of you.
  We are sorry for any inconvenience, if you need anything else, please do not hesitate to ask.
  Thank you.

  Customer Answer

  Date: 09/18/2024

  
  
  Complaint: 22285437
  
  I am rejecting this response because:

  Zach did contact me and did not solve my issue. He did not even try to address my issue. He provided me with his personal story indicating that he has no control what instrument was shipped and that he is a musician and needs this job to pay the bills. In other words, he made it about himself. 
  
  Regards,
  
  P**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase through Musicians Friend on 11/27/2023 for an electric guitar from the manufacturer, Dunable Guitars. I was given an original ETA of 12/27/2023. The product was not delivered and I have subsequently received eight additional ETAs:1/16/241/26/242/5/243/26/244/9/247/18/25and as of today the latest ETA is 9/19/24. I have attempted to receive an update from the manufacturer directly who has refused to provide me with information and defers me back to Musician's Friend. I believe I am getting a runaround and intentionally not receiving my item due to the sale price I received in November 2023, but cannot confirm this other than the repeated advancements of delivery date. Per Dunable, their turn times on guitar builds is 3-4 months tops, however, my order will be reaching 10 months - and, I have not ordered a specialty item, only their standard series US model R2 guitar.This unfulfilled purchase has also tied up over $2,000 worth of my credit purchase power due to the charges being pended until delivery of the guitar.I refuse to cancel the order and desire only to receive the product purchased 11/23/24 and expect Musician's Friend to manage their vendor, Dunable, to ensure timely delivery. This is especially frustrating when the manufacturer is claiming faster build/delivery times while I am waiting now almost 8 months.

  

  Business Response

  Date: 07/19/2024

  Hi Lindsey
  Thank you for contacting us. We are very sorry to hear about how long your order has taken. We have spoken and escalated your order to the vendor and manufacturer, and were given a receival date of August 30th when we will get it in our warehouse. As soon as it arrives, we will process and ship the item to you. 
  To keep your credit from being tied up, we paused the authorization on your order so you will not get charged until the order ships.
  Again, we are sorry for any inconvenience and we hope this new information reassures your confidence in the order. If there is anything else we can do to make this right, please do not hesitate to ask.
  
  Thanks.

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MFW47******60 had a broken knob, blue, they sent a mixer missing the grey eq knob. Clearly a different model. They refuse to correct their mistake. Broken EQ sliders on all channels. Not disclosed at time of purchase.

  

  Business Response

  Date: 07/15/2024

  
  
  Thank you for contacting us, we are very sorry to hear about the condition your used item arrived in. We forwarded your feedback to the management team over our Hollywood location, and they will be reaching out within 24 to 48 business hours.
  
  Again, we are sorry for your experience. If you need anything else please do not hesitate to ask.
  Thank you.

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new Marshall guitar amplifier on 6/08/24 for a total 791.13. Even though I paid full price for a new item, it arrived in obviously used condition in a battered drum box with no paperwork of any kind. The vinyl covering on the amp is dinged and damaged in the back, the brass knob plate is actually worn down from being used so much, and a button was broken off and missing. Upon calling MF, the employee informed me that I should have known to call a “gear advisor” instead of ordering on the website, so this situation was kind of my own fault. When pushed, he called the store and disclosed to me that it was actually a floor model that was used for an unspecified amount of time. It was then sold to someone who kept it for a while and returned it for unknown reasons. It was then sold me to for full price as new. The employee tried to convince me to keep it, explaining that since it’s a good amp, I’m fortune to have it and it’s really no big deal. The best they are willing to give me is a 50.00 discount which is kind of wild to me. The bottom line is that MF is selling items as new that are heavily used, for full price, and hoping people don’t notice. This is the second time MF has done this to me on an item (the last one was a 2,000 Gibson guitar just a few months ago). I didn’t say anything last time, but the deceptive business practices this company engages in seem to be out of control and beyond reason at this point. The fact that it’s impossible to get through the “gear adviser” to talk to a manager is also unacceptable, so here I am. Now, I have repackage this thing, find some way to get it to a shipping company, send it back and wait for a refund, all while MF holds my money. If the amp had been labeled as “used” and had the damage disclosed, I wouldn’t have bought it. Now, I essentially have to put in a few hours work between arguing on the phone and transporting this thing because of this companies continued dishonestly.

  

  Business Response

  Date: 06/17/2024

  
  
  Thank you for contacting us. We appreciate you bringing this experience to our attention. A member of management will be reaching out to you within 24 to 48 business hours.
  We are very sorry for the experience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a guitar from Musician’s Friend that was described as being in great condition after being returned by one guitarist. What I received looks like it’s had steel wool rubbed all over it. The guitar also has additional damages, calcified marks, and manufacturer defects that were not listed in the ad. They were unable to offer me a reasonable resolution or an exchange. They said they would give me $30 which wouldn’t even cover the damaged parts.

  

  Business Response

  Date: 06/06/2024

  
  
  We are very sorry to see the condition your guitar came in. We would love to help you.
  Unfortunately, we cannot find any order for a guitar under that email or phone number. Do you have an order number we can use to look up your order so that we may see how we may best assist you?
  
  And of course, if you need anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around may 1st of 2024 I purchased a used tc electronic g major effect processor. I finally recieved it yesterday may 10th and upon arival the product was damaged all knobs were broken off as well as other issues. The prduct was described as good condition and website photograph showed no damage. The product was shipped this way to me and when I tried to get a replacement as there were 3 other used units I was informed that 2 of the other units had the same issues and the one that was in working order would cot me well over $100 dollars more and after inquiring with a manager was told the cost could not be changed. Also after sending photographs of this unit it was agreed this was not a shipping issue that they just knowinglly packed it and sent it that way. This is nothing more than bait and switch as well as false advertising as the other units that I was told were broken are still on the website as good and excellent condition.

  

  Business Response

  Date: 05/13/2024

  
  Hello, 
  
  I'm sorry for the frustrating order experience with the Guitar Center in Lake Forest. We'll gladly share your comments with the management chain in charge of the store including the Store Manager, as well as the District Manager. I assure you, we take your feedback seriously, and will do our best to work with you to show you that we're better than what you have experienced.
  
  A member of management will be contacting you within 72 business hours to go over your order and experience. 
  
  Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.
  
  Thank you

  Customer Answer

  Date: 05/13/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21699213, and find that this resolution is satisfactory to me.
  
  Regards,
  
  C*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-30-2024 I put in an order with this company for $449.99. My payment method wad Affirm. The company took my proceeds from my Affirm account leaving me with a zero balance left. Their website clearly stated the item was in stock and 8 hours later I get an e-mail stating my order was cancelled because the item is out of stock. Now I dont have my ourchase and I dont have any funds to order from somewhere else. I now have to wait 30+ day for my credit to show up on my Affirm account. This is twice in the last 6 months this has happened and I want them to know this is a terrible practice and I want others to be aware of the same issue. I will not be purchasing from them again!

  

  Business Response

  Date: 05/02/2024

  
  
  Thank you for contacting us. We are very sorry for the inconvenience.
  
  We are unable to remove the authorization, it should fall off between 3 to 5 business days. We're still able to use the authorization that your order originally had to place a new order for another guitar if you'd like, please give us a call here and we can help you with that. 
  Again, we are sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  Thank you.