ComplaintsforMusician's Friend, Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I’m an inmate at the D.O.C. in Pennsylvania. I recently ordered an outside purchase from Musician Friend’s in May of 2024.

  I ordered an Aux cord and Yamaha electronic drum set from. So, I waited a couple of weeks and put in a grievance in May of 2024. So, I was informed by the facility that the order had the wrong address on it so they sent the drum set back and not the aux cord. Which makes no since, because I ordered both at the same time, and why would you let one in and not the other? So, they said that my issue is with Musician Friend. I had a family member call them and let them know the correct address to send it. Musician Friend never contacted my family to let them know they were sending or acknowledge that they even have it. I don’t know what else I’m supposed to do, I wrote them myself and let them know what was going on and where to send it. They never wrote back. Now, I have $311.00 that’s not accounted for no response to where or when I will received either the product or my money back. So, I ‘m asking you all for some help in finding out what’s going on with this issue. Because I don’t know if the facility is lying about or Musician Friend’s, but I need some answers because I can only do so much.

  

  Business response

  06/07/2024

  Hi Omartt,
  
  Thank you for contacting us. We looked into your order and found your package was refused at delivered. Due to this, the package was returned to sender and the refund went to credit on account. If you would like, we can use that for another order for you or we can issue a refund check. Please let us know.
  
  We do suggest checking with your receiving warehouse and verify that it is a product we can deliver to you since it was marked as refused by the shipper.
  
  We are very sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello! Sir, I'm writing you back one more time. it's about that that Fender Player Stratocaster HSS Fingerboard Limited Edition Sonic Blue SKL# 79*********1000 because I wanted you to see these transactions sheet. And give you these reports from the (FTC) report on 04/07/2024 #171637545 and Saint Paul Police Department on 04/07/2024 #T24002240 I want to know why the lady that I talked to as Musicen's Friend.com can't find this receipt as i said before my Lawyers do have this sales ticket email because I Foward it to them. Thank You! John C. Gill

  

  Business response

  04/10/2024

  
  
  Thank you for contacting us. We cannot see the sheets you are referring too as they are not attached to this complaint.. Can you please forward them to [email protected] so that we can take a look and assist you?
  
  If you need anything else, please do not hesitate to ask. We are sorry for the inconvenience.
  Thank you.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to order a Ibanez ehb1005sms bass after receiving coupon. Every coupon I have received from them in past 18 months will not work on anything in the store that I wish. NOT A THING. Emailed them that I was after the bass, every holiday coupon or store offer code that I received says that the bass or other items are not valid for the coupon. In the past I have ordered multiple things using holiday coupons, including guitars. Was offered in email an offer for 15% (about)/ $198 dollars off with no instruction on how to do so. Emailed back, no reply x2. Emailed again very next holiday coupon when coupon also did not work. Was told no offers would no way been made ( I still have the email offering such saved). Was told to call to get on their harassing spam call list. Told them I was mute, and do not have a phone. I (tried) unsubscribing from their offers, emails, etc. Multiple times. MULTIPLE TIMES. I get multiple emails a month, and just got 2 more emails with coupon code that is entirely worthless. I want OFF of their mailing list.

  

  Business response

  02/16/2024

  Thanks for the feedback and we apologize for the inconvenience this has caused. 

  You have been opted out of future email marketing for the email address: **************@yahoo.com

  If you have any other emails, or continue to receive mail after 2 to 3 business days. Please let us know or forward the email to [email protected] so we can ensure you are removed. 

  if there is anything else we can do to help, please do not hesitate to call us. 

  Thank you

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order through their website. They didn't send it for eleven months, at which time, I no longer needed the product, I no longer owned the PO Box that they shipped the product to, and I no longer even lived in the state they shipped it to. I thought the order had just been lost in the mix initially... but eleven months later they shipped it without warning and charged me for it. It's a product I no longer need sent eleven months late to an address I no longer have access to in a state I no longer live in. Even though representatives on the phone initially promised a refund, they refuse to give me a refund. They are acting like it never shipped, and I was never charged, even after I sent screen caps of the charges.

  

  Business response

  02/16/2024

  Thanks for contacting us, 

  Looking into your order history, we show order MFW*******907 for the Roland Black Series XLR Microphone Cable 20' 2-Pack. 

  This order was cancelled and we aren't showing that it was shipped or charged to you. If you are seeing differently, please contact us at ###-###-#### and we can assist in getting this resolved for you. 

  If there is anything else we can assist with, please don't hesitate to ask. 

  Thank you

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchase date: 02/05 2024 Purchased recording software, never received my purchase and musicians friend will not refund me or even respond to text, emails or calls... I was told they cannot give returns on software but I never received it. There's nothing to return except my money...

  

  Business response

  02/12/2024

  
  
  Thank you for contacting us. We are very sorry to hear you have not received your Presonus Software key yet!
  We went through and it looks like it mailed out, we went in and resent the key on the backend.
  If you still have not received it, email us at [email protected] or reply here and let us know so we can assist further.
  
  If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer response

  02/12/2024

  
  
  Complaint: 21268714
  
  I am rejecting this response because:

  I received the key but the link I was sent took me to the page to download that wants me to purchase it before I can download... If I go to Walmart and I buy something and it wont work. I take it back to walmart, you have to stand behind what you sell...
  
  Regards,
  
  W****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  02/16/2024

  Thanks for the response, 

  The software you purchased, PreSonus Studio One 6 Professional Upgrade From Artist (Any Version) (L98*********000), is an upgrade software and requires that you have the Artist version of Presonus Studio One. If the page is asking you to make a purchase, that is likely due to it not finding an Artist version on your account. You would need this software first before being able to claim the upgrade. 

  Unfortunately Software is non-returnable, so we wouldn't be able to refund you at this time. We suggest reaching out to PreSonus Support if you do own a copy of Artist and are still getting an error or a purchase page when attempting to upgrade your software. 

  Thank you!

  Customer response

  02/19/2024

  
  
  Complaint: 21268714
  
  I am rejecting this response because:

  I have the artists version... Why would I buy an upgrade if I did not? I paid $299.99 and received nothing but a product key that I can't use because I do not have access to the software... I never received my purchase.. If you sell something you have to stand behind on it...
  
  Regards,
  
  W****** ******* 

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a guitar and it arrived with a broken neck, big deal they have a good return policy. I sent the item back and it was received over a week ago at their warehouse. They will not acknowledge that they have checked the item in, they have not sent me my refund and they are giving me the runaround and not helping me resolve this. As far as I’m concerned MF stole $700 from me Even accused me possibly sending an “empty box” though that has not been reported by their warehouse. They seem to have lost the item and left it as my problem. This is not how their return policy is structured

  

  Business response

  02/06/2024

  
  
  We are very sorry to hear about the condition of the guitar you received! We looked into it, and it appears your return was processed and invoiced back to you on 2/2/24.
  
  Please allow 3 to 5 business days for it to show up on your account.
  
  Again, we are very sorry about your experience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a drum set shell pack. The head on the bass drum was cut and or cracked. I talked to customer service at musicians friend and I sent them pictures and video of the damage. They offered a partial refund and we agreed on $50 which the total counting tax would be a refund to me of $54. This refund has not to this day, been returned to my card. They said it was issued and there’s nothing more they can do.this amount never has been received to me or on to my card. I opened a dispute with my credit card which they went for the whole amount I paid. I specified I was only disputing the $54 that never showed up. So I have lost that case and it’s understandable because I am just trying to get the money that Musicians Friend had said they would return. I expect them to keep their word and refund the amount promised to me. I have a chat log stating they would send the refund, I have an email trail where I sent them screen shots of my credit card activity showing there was no refund in there! I have a refund invoice that they had finally sent me after I called them weeks after not receiving the refund! I just want them to keep their word and fix whatever mistake they made because I didn’t get that refund! I have been a customer of theirs for decades and I know they are better than this!

  

  Business response

  01/29/2024

  
  
  We are very sorry to hear you have not received your refund yet. And we appreciate you reaching out.
  We investigated it, on our side the refund failed.
  We have since had it retriggered and you should see your refund soon.
  
  Again, we are very sorry for your experience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  02/06/2024

  I never received an email stating that the business had replied to my complaint? They did satisfy my concern by depositing the money that they said they would. I shouldn’t have had to ask them for my money for over 1.5months however, I am satisfied that they sent it to me!

  Customer response

  02/06/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21194643, and find that this resolution is satisfactory to me.

  I never received an email stating that the business had replied to my complaint? They did satisfy my concern by depositing the money that they said they would. I shouldn’t have had to ask them for my money for over 1.5months however, I am satisfied that they sent it to me!
  
  Regards,
  
  S**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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