ComplaintsforMusician's Friend, Inc.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint follows my original complaint with case# 20594579 to which I accepted their resolution(9/21/23), to refund $1299 for an item that was returned on 8/11/23. As of today the monies have not been refunded and I guess I am reopening the complaint as I simply do NOT understand the delay. They have acknowledged the return several times but yet no refund???????

  

  Business response

  09/28/2023

  
  
  We are very sorry for the inconvenience. We looked into it and your refund was put as a credit on account. However we moved that back to your original payment method. Give it a few days and it will show up on your card.
  Again, very sorry for the inconvenience. If you need anything else please do not hesitate to ask.
  Thank you.

  Customer response

  09/30/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20657392, and find that this resolution is satisfactory to me.
  
  Regards,
  
  T****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an instrument from Musicians Friend on 8/3/23 Order #:MFSF0******357. I returned the instrument via Fed Ex to the address as dictated by the rep @ MF. The tracking #78*********4 was delivered on 8/11/23 and signed for. It took 3 weeks for MF to acknowledge receipt and the assured me a prompt refund. to my credit card. It has now been more than a month since they received the returned item, and I should also mention it was in perfect condition and as of this date no refund has been issued. My supposed Gear Advisors will not return calls nor will their customer service dept return any emails of which 3 have been sent and none replied to. I would like my purchase refunded and my bonus points restored($130)

  

  Business response

  09/15/2023

  
  
  We are very sorry for the inconvenience in getting your refund, we appreciate you reaching out to us.
  We investigated it, and saw the card still had an Authorization on it. Having seen that we called Synchrony Bank and had the authorization of $130.38 removed.
  Also, we are auditing the loyalty points so we can refund you for the cancelled order of 12700 points.
  
  Again, we are very sorry for the inconvenience this has caused. If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer response

  09/18/2023

  
  Complaint: 20594579
  
  I am rejecting this response because: not necessarily rejecting this response, but wondering about the $1200 plus credit for the mustang base that was returned that is still sitting on my card? Appreciate your time and help but need to get that credit for that base result. thanks for your time in this matter,
  
  Regards,
  
  T** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  09/21/2023

  
  
  We investigated that return, and we got it processed fully. You now have a credit of $1289.99 on your account.
  
  Again, thank you for your feedback and we hope we were able to assist you. If you need anything else, please reach out to us at [email protected]
  Thank you.

  Customer response

  09/25/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20594579, and find that this resolution is satisfactory to me.
  
  Regards,
  
  T** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bait-And-Switch: Ordered New, Got Broken Used Demo and Rude Attitude 8/26: I purchased a 'new' Epiphone Les Paul Custom guitar from Musician's Friend on their website for $575.10. Within a few hours I received an email that they shipped it. Looking at the tracking number I saw that it had shipped from a local Guitar Center 20 mins from me. I called to cancel, or insist on receiving a 'new' one because Musician's Friend (and Guitar Center) have a rep recently in online hobby groups TDPRI, TheGearPage, & SlickDeals of shipping "heavily handled" floor models instead of "new" items. I called and they couldn't cancel. 8/29: I received the item today and, as predicted, it was a "heavily handled" floor model. The pickguard had some scratches, it was missing the truss rod tool, warranty paperwork, and manual. The box was poorly taped up and not double-boxed as is industry standard since guitars are fragile. I opened it to find the switch broken completely off (see photo). 8/29: I contacted their online support and spoke with Ben B, who immediately hung up on me before we even spoke. Then to **** W who offered to send a replacement switch then I could repair it "at my own labor expense". So, I would have a 'repaired' guitar for the price I expected a 'new' guitar. I told him that's unreasonable and he ACTUALLY FOUGHT with me. Requested a transcript but it wasn't emailed. 8/29: I called the 1-800 and spoke with someone who created a new order. Now I have two expensive items sitting on my credit card and have to wait to return one. I was lied to about the 'new' condition. It was a 'heavily used floor model'. Was shipped by Guitar Center, not MF. That's okay if they would actually have fixed it, but **** W made me even more upset by offering effectively nothing. I don't want a "repaired" guitar and to be out the same cash as "new". I've spent close to $4K with this company and want to spend more. I'm requesting a billing adj on order MFSF0*******66 (not on MFW39*****261)

  

  Business response

  09/01/2023

  
  
  We are very sorry to hear about your experience and we truly understand the frustration and we appreciate your feedback.
  We will send the feedback up to ensure better customer satisfaction for the future. We did send your feedback to our sales team and we understand that they were able to reach out and assist you further. We are glad we were able to help!
  Again, we are sorry for the inconvenience, and we appreciate you reaching out. If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer response

  09/05/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20540336, and find that this resolution is satisfactory to me. On Friday Sept 1st, Carol Knapp-Hill called me and offered a 10% refund resolution for the trouble rep **** W caused. I'll watch my credit card for that partial discount to process. Thank you!

  Regards,
  
  R***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  When I first ordered the guitar I was told I would be given a free case. That was a bait and switch cause I had to cancel the case because they charged me for it anyway. Now the guitar itself says it is delivered at my side door and I don’t even have a side door on my house. It obviously went to the wrong house. I was supposed to play a gig That I was going to earn money on but now I have to cancel because of the length of the investigation. I just need my money bam so I can go in person to guitar center or any other place around me to get something quick.

  

  Business response

  07/12/2023

  Hi S******,
  
  We are very sorry to hear about your experience first with the case, and now with the guitar. Unfortunately, before we can refund a missing package, we have to wait for the investigation to end with UPS. I would suggest calling UPS because in our notes it does state that they have been trying to reach you by phone but have not gotten ahold of you. Once you talk to UPS and they confirm the package is indeed missing to us, we can refund you.
  Again, I am sorry for the inconvenience. If you need anything else please do not hesitate to ask.
  Thank you.

  Customer response

  07/12/2023

  
  
  I am rejecting this response because:
  I have not gotten any calls or any messages at all from ups. I’m not sure what number to call and I don’t have a case number to reference when calling. If I have to be involved with a package I never received I’m going to need some kind of info to give them to look up my case.
  Regards,
  
  S****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  07/12/2023

  Hi S******,
  
  I am sorry you haven’t heard from UPS. To verify, the tracking number for your order is 1ZA2552X*********9,  which is what UPS would be investigating. And a good phone number for them would be ###-###-####
   Also, they would be attempting to contact the phone number we have of yours on your order which is: ###-###-####
  Again, I am very sorry for the frustration, and I hope it gets resolved for you. I am also emailing my shipping team to also investigate it further.
  If you need anything else, please email us at [email protected] and we will gladly assist you.
  Thank you and take care. 

  Customer response

  07/12/2023

  
  I am rejecting this response because:
  Ok, I got a hold of them and let them know I didn’t get the package and it was left at a side door and that I don’t have a side door. So now how do I get my money back for this item I never got? 
  Regards,
  
  S****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB I purchased the Pro Studio 9 from Musicians friend online on their website.Before I bought it ,I talked to a salesmañ from Musicians friend that said this software is for plugging in instruments like guitar that's why I bought it,I play guitar,I'm a musician.I haven't been able to record any guitar,,I have only been able to mix music samples.I have tried every option in the program.I called them to get a refund and they said they don't refund software downloads.Dear BBB The salesman wasn't honest therefore I want my refund of $162.86 order# MFW37*******3 I hope you can resolve this problem quickly,Thank you very much BBB.

  

  Business response

  07/12/2023

  
  
  I am very sorry to hear you are having issues with the software. However, our policy does state that software is non-returnable. I would suggest that you use Youtube or the manufacturers website and other online resources to help you out in working the software.
  Again, we are sorry for the inconvenience. If you need anything else please do not hesitate to ask.
  Thank you.

  Customer response

  07/12/2023

  
  
  I am rejecting this response because:
  
  Regards,
  
  B**** ********** Because the salesman said the software would function any USB interface so after spending $150.00 on mixcraft I spent another $70.00 on a Maudio Mtrack USB interface that doesn't function with that musicians friend Mixcraft program.If they don't want to settle,If you could please provide information for small claims court, a resource that will get results,Thank you B**** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  07/13/2023

  
  I would like to again apologize for the inconvenience. However unfortunately, we do not have that information for you. Once software is claimed, it is non-refundable as per our policy. We suggest reaching to mixcraft support for assistance in troubleshooting.
  Again, we are sorry if that does not answer your question. If you have any further questions, feel free to email us at [email protected] and we can assist you.
  Thank you.

  Customer response

  07/24/2023

  
  
  I am rejecting this response because:

  I contacted Musicians friend after purchasing Acoustica mixcraft Pro Studio 9 after not having any luck with the program i called them a couple of weeks after buying this software,They said the didnt give refunds on digitally downloaded software.After looking on Acoustica Mixcraft website I have found they do offer a 30 monry back guarantee on thier downloaded software I have enclosed some attachments to prove this.The Company that sold the software is Musicians Friend in westlake Ca, The Actual company that makes the product is Acoustica Mixcraft located in Yosemite Valley CA.Although Musicians friend is the seller,Heres those attachments.I think that Musicians friend will have to refund the product and get thier refund from Acoustica 
  
  Regards,
  
  B**** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has shown a pattern of behavior of selling things with special financing offers (such as 24 or 48 months 0%). When there is a problem with an order and they correct , they do not honor the financing in the corrected order. After numerous problems I filed a complaint when this happened in December 2022 (complaint #18544679) , and they corrected. In Feb 2023, they shipped an item I ordered in Sept 2021 and it was also received used and damaged. This was also only purchased in Sept 2021 and backorder to take advantage of the 48 month financing. It was shipped Feb 13, 2023 . Reference the attached email where Musicians Friend offered to exchange it for a different item and keep the 48 month 0% promotional financing. I am currently being charge full interest and incurring $30/per month interest. I would like the financing (this is on a Musicians Friend Credit Card) corrected and the finance charges reversed or a credit in the amount of the charges that have been applied and , most importantly, the item at the 48 month 0% as agreed to in the attached email.

  

  Business response

  04/11/2023

  
  
  I am very sorry that the financing was incorrect on your order. We submitted this to Synchrony to have it updated to 48 months. Give it one to two billing cycles for it to show on your account.
  As far as a credit for the interest charged, Synchrony should retro you that once the financing is updated. If not, I would suggest reaching out to them since they are the ones who handle that.
  
  Again, I am sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I decided on a Pearl Roadshow drum set with special symbols for my daughter for a Christmas present and when I was on Guitar Centers website, I saw the perfect one and the price was a great deal since it was Black Friday. I called in to make the purchase and was told a different price than what was online. The gentleman gave me the price we both saw online and honored it. Weeks go by and no drum set, I got an email stating it was back ordered but the person who helped me place the order never said a word about it not shipping out right away and that there may be any issues with it. I then called in to ask what the problem was. The representative said that the item was backorder and she had no ETA on when it would ship out. She asked if I wanted to cancel the order and get something new. I told her no that I needed to talk with my husband. She did it anyways and I call3d back immediately after getting the email canceling the item. I was forced to get a new drum kit and told the next person that I wanted the same exact thing for the same price and was told you had it ready to ship but in a different color than I ordered. I said ok let's just do that. Get the items, wrap them for Xmas. We hired her drum teacher to set them up less than one month ago and here we are today with waves under the base drum and when I called to tell you guys I am told to call the warranty people that you won't do anything there. Less than a month and already issues? I want a FULL refund and nothing ro do with tour company again for everything I have gone thru.

  

  Business response

  03/09/2023

  
  
  I am sorry for the inconvenience and the issues you have been having and are having with your drum set.
  The best course of action would be to contact Asurion (our partner who handles the warranties) at ###-###-#### and give them your order number which was MFSF*********1. They will be able to assist you in taking care of this.
  Once you have the claim number from Asurion, you can give it to us and we can follow up with them.
  Additionally, I will be following up with the management team over the agents you worked with to ensure a better customer experience going forward.
  Again, I am very sorry for the inconvenience and frustration. If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer response

  03/10/2023

  
  
  I will contact them tomorrow, will they be able to refund the full set? I am asking for a full refund and for the set to be returned to your company. I also plan to let Pearl know what has occured. I find it hard to believe that the original set I ordered was not available and that this was the compromised set I was sold. I do not plan to use Asurion if they are giving a new drum since this should have never even happened so soon after opening the set. Please let me know how to proceed with getting a fill refund for the set.

   

  A**** ****** 

  
  
  
  
  

  
  

  

  Business response

  03/15/2023

  Thanks for the response.
  Asurion will likely want to see if they can repair or fix your drum set first before attempting a full refund.
  Could we please have pictures of the damage and any other information regarding the damage / waves on the bottom of your drum?
  You can forward these images to [email protected] and we will access and get back to you once we have reviewed.
  
  If there is anything else that we can assist with in the meantime, please don’t hesitate to email or call us.
  
  Thank you

  Customer response

  03/15/2023

  
  
  I am rejecting this response because:
  I contacted Asurion who told me I needed to call Pearl since it is covered under the manufacturers warranty, Pearl said Asurion handles it so now I am the monkey I the middle with no help from anyone. I want a full refund given the circumstances of the ordering process and now this. I want nothing to do with Guitar Center/MF. I am filing a complaint with my bank now to dispute the charges. You sold me a defective product. 
  

  Now no one will take responsibility for the item sold. Not acceptable. 

   

  Regards,

  
  A**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -I called on 2/8/23 and spoke to Brandon about purchasing a Gibson Elvis Dove ($4,699 before tax). He told me it was in stock and the best price he could do was 15% off. At this time I asked him whether I could combine that with the 48 month financing and he said yes. I said I would consider and call back. -I applied for their credit card/was granted credit in order to process transaction shortly thereafter -Called Brandon back on 2/28/23 and attempted to purchase. As he was attempting to perform the transaction it would not let him and he proceeded to tell me he could not honor the price and the financing as he previously stated. I let Brandon know that I considered this a bait and switch considering I specifically asked and asked to speak to a supervisor which he told me he consulted, but could/would not let me speak to. The conversation ended at this stage as I wanted to think about it. -I placed an online order on 2/8/23 (and credit card was charged) as I could not get a hold of Brandon for this guitar. It showed in stock. -On 2/10/23 I received a backorder notice. -On 2/17/23 I noticed the guitar showed in stock (which it still does as of 2/22) so I utilized the chat function and traded messages with Isaac S. I asked Isaac to uphold the original 15% discount as the company failed both to honor the original price promised and did not have the goods that I was charged for. He was not able to comply but did say that there was a chance that one of their sister companies had it in stock and would email me after he spoke to them (they had not opened yet) which I agreed to. Transcript of conversation attached -As of 2/22 I have not heard back from Isaac -On 2/21 I received a voicemail stating the backorder date was 5/20 -On 2/22 I received a voicemail stating the backorder date was 7/2 Company has misled me multiple times and falsely answered questions (which I relied on), and cannot provide a reasonable resolution to this.

  

  Business response

  02/22/2023

  ******
  
  I am very sorry to hear about your experience and I appreciate you reaching out to us.
  
  Firstly, I am going to follow up with Brandon’s management team on the situation and ensure they get the feedback. Second, I am also going to be getting with Isaac and his management team to ensure we get an update on that guitar for you.
  
  Again, I am sorry this has been a poor experience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  02/25/2023

  
  I am rejecting this response because it does not solve the issue and there has been no follow-up from this note since it was posted. Additionally, I was contacted on Wednesday by Isaac and was supposed to receive a call back with his supervisor on Thursday but have yet to hear back. As such, the matter is still open from my standpoint as I still neither have the price I was promised nor the guitar (which still shows in stock and ready to ship on the website despite me telling the company multiple times this is wrong given my conversations/notifications I’ve received). 
  
  Regards,
  
  V**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  03/02/2023

  ******
  
  I am sorry that we still have not resolved the issue at the time of your response. My records state on my end that one of our managers did reach out on 2/25/2023 and talk to you. I hope they were able to assist and take care of you.
  If you need anything further please do not hesitate to email us at [email protected] and we will gladly assist.
  
  Again, I am sorry for the inconvenience. Thank you.

  Customer response

  03/03/2023

       
  
  I am rejecting this response because when I spoke to the individual (TJ) on 2/25 he was unable to provide resolution to the issue. Additionally, I requested that he have his supervisor or someone who could solve the issue call me back on Monday (2/27), but have not received that call as of today (3/3). Your company is in breach of pricing laws, has baited and switched on me and has refused to take responsibility or action to correct. As I have stated before, I need either the price concession I was originally promised or the product immediately (which still is being falsely advertised as in stock as of 3/3 despite my numerous notifications) in order to remedy. 
  
  Regards,
  
  V**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a guitar and matching case via an online transaction through Musician's Friend on 6/11/2021. This complaint is specifically in reference to: 'Schecter Guitar Research Hellraiser C-1 With Floyd Rose Sustainiac Electric Guitar Black' (Order # MFC10*****5). Per Musician's Friend: "Every guitar you purchase from Musician’s Friend automatically includes our 2-Year Free Warranty, with protection from manufacturer defects." (covering 6/11/21-6/11/23) The guitar remained in the case at all times, and the case was stored vertically. It was only being out/placed on a stand while I was actively playing, on average 1-2x/week for about 30 minutes at a time if that. It never left the room, and even the humidity was managed to the best of my ability given the multiple musical instruments I have stored. When I went to play the guitar as usual on 1/24/2023 I found the headstock had almost completely fractured; it was split from the neck up into the first tuning peg. I was horrified given the price tag and guarantee these guitars have. I did find online that these guitars have a weak spot in their design, and do tend to break at the headstock. I immediately reached out to Musician's Friend that same day 1/24 but was told there was no record of this transaction. I was extremely confused as I had receipts proving otherwise. Eventually my order was confirmed, but they deferred assistance as I didn't purchase 'gold coverage'. Finally on 1/27 I received an email stating a warranty claim had been opened and that someone would be reaching out to me. I was given no reference or case number, or any further details on this. I have attempted to reach Musician's Friend multiple times to follow up with absolutely no response - most recently on 2/09 which was 13 days after this claim was allegedly opened. This is the sole reason I am now contacting the BBB, I believe I have been more than patient and would like a resolution. I am pursuing warranty coverage for manufacturer defect.

  

  Business response

  02/17/2023

  
  
  I am sorry for the inconvenience and frustration. I reached out to our warranty department since we did have an alert opened on your order to find out. We are working to get you the information so that we can see what we can do to help you.
  
  This process usually does take a few days, but if you need anything else, please do not hesitate to ask.
  
  I am sorry again for the inconvenience.

  Customer response

  02/20/2023

  
  
  I am rejecting this response because:

  This message again states Musician's Friend is 'working on getting information to me' which should take a 'few days' - it has been approximately one month since initiating the request. I have no reference or case numbers for this warranty claim, and no tangible proof of any action on the part of the business. I will continue to wait for actual information regarding any specific details of the request. This response is very vague with no resolution.

  
  Regards,
  
  B**** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  02/21/2023

  
  
  Again ,I am sorry for the frustration you have experienced. We did contact the warranty team and they will be reaching out to you within 48 hours.
  If you need any further assistance you can email us at [email protected].
  If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer response

  02/23/2023

  
  
  I am rejecting this response because:

   

  It has been over 48 hours with no contact from a warranty department as promised.
  
  Regards,
  
  B**** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 28, 2023 I purchased an EVO 4 2 in 2 Audio Interface Unit from Musician's Friend by way of Walmart.com. Walmart's website bugged and used an old address over the address that Paypal fed them for the purchase. Today, after another order was "delivered", I noticed that the photo did not my match my residence. It was at this point that I discovered the mistake. I contacted Walmart.com and asked that a redirect or return be made on the item. Walmart assured me that they would reach out to Musician's Friend. I contacted Musician's Friend's customer service number and spoke to "Dave" who told me that there was "nobody to call" in shipping, that I couldn't contact anyone, and that there was "nobody to be contacted." I also contacted UPS and asked that this package be rerouted to the correct address. UPS told me that this could only occur once an attempt had been made - but once an attempt has been made, the item is gone. I attempted to contact Musician's Friend via their support portal, but received a reply that the message was undeliverable because their mailbox is full. I also waited 90 minutes in chat (3rd in queue) only to have the agent end the chat after a 15 second pause. I have just received a Walmart response from "Joe" at Musician's Friend telling me that he cannot stop shipping because the item has shipped, but I can return the item for a complete refund - thus missing the point that I will never receive this item. Walmart has advised that once mis-delivery occurs I can call for a refund either way. I find that morally and ethically troubling. I want Musician's Friend to get their item back and to have my money back. Musician's Friend has thwarted my every good faith effort to resolve an issue not of my doing. I would ask for their help with this, posthaste.

  

  Business response

  02/02/2023

  
  
  I am sorry for the poor experience in getting your order to you. I spoke with our Market Place team and they stated that we got the order back at our warehouse. But for a refund Walmart must be contacted since the order was through them in the first place.
  We will be willing to have one our agents reach out and place your new order for you to ensure this does not happen again, if that is something you would like let me know.
  In the meantime, if you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  02/02/2023

  
  
  I am rejecting this response because: In order for Walmart to complete the refund you must cancel the order with Walmart. They have already told me as much. Knock it out please. This has taken long enough.
  
  Regards,
  
  E***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  02/07/2023

  
  
  I am sorry this has been a frustrating experience. I spoke to the management of our Marketplace team which handles Walmart orders. On our end, we unfortunately are unable to cancel an order that has already shipped. And it will be processed as a refund in our system.
  However, since Walmart is the party that takes payment, only Walmart will be able to refund you. As we did everything on our end.
  Again, I am very sorry for your experience, and I hope you are able to resolve it. If you need anything else, please do not hesitate to ask.
  
  Thank you.

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