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 1117 Draper, UT 84020-1117

• 

  Musician's Friend, Inc.

  180 W Election Rd Draper, UT 84020

• 

  Musician's Friend, Inc.

  230 Andover Pkwy W Seattle, WA 98188

• 

  Musician's Friend, Inc.

  2570 Crater Lake Hwy. Medford, OR 97504

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:12/15/2022

  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.

  MF has 100% Satisfaction Guarantee and even advertises a No Hassle Return period. Purchased an amp and didn't like it. I contacted MF to exchange for something even more expensive. They had no problem creating on order for the new item, but the return process for the original item is a pain. "No hassle" is the opposite of what I would use to describe the process. The shipping was free, but it appears they will later deduct the "free" shipping charge from refund amount. Furthermore, they send a canned message after initiating the return on how to use the invoice and shipping label, but I never received an invoice. When the amp came it was shipped in the manufacturers box so in order for an invoice & label to accompany the amp MF would have needed to open the mfg package and insert one (which they didn't) or attached in a pouch on the box (which I still have and they didn't). Contacted MF about getting a shipping label and they proceeded to tell me that they don't provide one. No where in their policy does it say I have to pay for shipping and I shouldn't have to if I am exchanging it for another item. In a rare fit of fury, I asked them to cancel the order because it boggled my mind that a company would treat a customer this way. MF said I couldn't cancel the order because there was a tracking # already. So to my surprise they recalled the shipping of the new order anyway, and as a bonus charged me too. I'm hoping that MF will stick to their No Hassle and 100% Satisfaction and resolve this issue. I have recently reconnected with my love for music and my kids even go to MF's sister company Guitar Center for lessons. I didn''t believe all the negative feedback on MF and GC, but I'm starting to.

  

  Business Response

  Date: 12/19/2022

  Thanks for contacting us with your feedback and we apologize for the inconvenience this has been.
  
  We will follow up with the management team over the agents that you worked with to ensure a better customer experience going forward.
  
  We have sent you a return shipping label to the email address we have on file for you, and have asked that a Gear Advisor reach out to you to assist in the return and exchange process to ensure that it is hassle free for you.
  If there is anything else we can do to make this right, please don’t hesitate to ask.
  
  Thank you

  Customer Answer

  Date: 12/20/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18576242, and find that this resolution is satisfactory to me.  I applaud Musician's Friend for responding a providing a path to resolution.
  
  Regards,
  
  N*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/14/2022

  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 used guitar from Musician’s Friend. When it arrived, I immediately noticed the nut had been filed down, making it unplayable. I reached out to Musician’s Friend customer service, who arranged a UPS pick up for the next day. The guitar arrived at the return center, but I didn’t receive a refund. I reached out to Musician’s Friend, who apologized and stated the refund would show up in my account shortly. Still no refund. At this point I initiated a chargeback, to which Musician’s Friend did not respond. Yesterday I checked my credit card statement and noticed Musician’s Friend had initiated a recharge. I’ve called - twice - and been asked to wait while they figure out what happened. They’re not disputing they have the guitar, and see they received it.

  

  Business Response

  Date: 12/16/2022

  Hello,
  
  Thanks for contacting us and we apologize for the inconvenience this has been.
  
  Looking over your order, we are showing that a refund was initiated on 11/14 and sent to your bank on 11/15 for the amount of $793.64, back to your VISA card on file. Your bank contacted us in regard to an investigation opened by your dispute. A provisional credit was granted to you during this investigation and it was discovered that Musician’s Friend did refund you on 11/15 and the provisional credit was reversed. On your side this can look like a charge was initiated.
  
  At this time if you still have not seen your refund, you would need to contact your bank to see where they put the refund as we sent this and invoiced your return back on 11/15.
  
  Please let us know if you have any other questions or concerns.
  
  Thanks

• Initial Complaint

  Date:12/08/2022

  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.

  An item was purchased on or about Nov 30th 2022. (Order MFSF*********6). This item was received damaged. When I contacted Musicians Friend I was informed I can return it, and order a new one; however, the new order could not be done at the same promotional price/financing it was advertised when purchased. The customer service person I talked to said it would be, but then he couldn't process it. I told him that would not work. I have been down this path with musicians friends several times. As a low volume purchaser , I am really beginning to questions if this is not a marketing ploy. Several times I have ordered items at promotion price/financing and they have arrived damaged and then I am told my only choice is to return it completely and give up on the original deal or keep it as is. With this being something that has happened to me on multiple occasion on multiple years, I find it very disturbing they do not offer a simple exchange for items shipped damaged / factory defective. All I would like for resolution is for them pickup of the defective unit and delivery of a non-defective unit and leave the original price/financing in place on CC .

  

  Business Response

  Date: 12/09/2022

  Thanks for contacting us and we apologize for the inconvenience.
  We will make sure to follow up with the management team over the employee that you worked with.
  
  Looking over your order, we are showing that an exchange has been placed and the original 48 month financing is applied.
  
  If there is anything else we can do to make this right, please don’t hesitate to contact us at ###-###-####
  
  Thanks!

• Initial Complaint

  Date:11/10/2022

  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 bunch of items in May 2022, a few items were put on back order. Six months later I got an email saying my items have been shipped without them checking with me to see if I still wanted the items and my card was charged. 10 minutes after receiving the email of items being shipped I immediately got into a chat and was told that’s how they do it and I can get a refund in 2 to 3 weeks, the order cannot be canceled at that time. Seems like shady business practices to me! I no longer have the money and this has put me in a financial situation.

  

  Business Response

  Date: 11/11/2022

  Thanks for contacting us and we apologize for the inconvenience this has been. 

  We can assist we returning the gear if you no longer wish to keep and can process a refund for you if thats the route you would like to take. 

  Please give us a call at ###-###-####, chat in online, or email us and we can assist on getting this set up. 

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

  Thank you

• Initial Complaint

  Date:10/09/2022

  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.

  Bought a new schecter guitar from Musicians Friend, it arrived in a Martin Co. box, wrapped in bubble wrap and had obviously been used. There were scratches and gouge’s in the finish and it had fingerprints all over. I called to complain and the company had me send the deficient guitar back, and promised to send a brand new one, straight from factory. I received the guitar again today, and it is same condition. Obviously used, no paperwork from Schecter guitar, Martin Co, box, wrapped in bubble wrap. If the company is advertising new guitars and charging new prices, sending obviously used equipment is fraudulent. I have pictures of what is advertised and what I received, twice.

  

  Business Response

  Date: 10/14/2022

  Thanks for contacting us and we apologize for the inconvenience this has been.
  
  We do have the Schecter Guitar Research Schecter Guitar Research CR-6 Electric Guitar sealed in box at our warehouse and we apologize that your guitar has not arrived this way. We will research into what happened here and can assist you with getting a new, manufactured sealed guitar if you’d like. We can have an agent contact you and ensure that the proper process is in place so that your guitar ships this way. Please let us know and we can have someone reach out
  
  Again, we are sorry to hear of the condition your guitar arrived in and are having our warehouse team look into this further.
  If there is anything else we can do to make this right, please don’t hesitate to ask.
  Thank you

  Customer Answer

  Date: 10/17/2022

  
  
  Complaint: 18188203
  
  I am rejecting this response because:
  The company offered to send me a new guitar, guaranteed and we received another used/demo guitar. Similar condition. We were told by a “supervisor” on Monday 10/10/2022 after speaking to two customer service representative ( who have also stated this is a problem they’re having with store shipping demo guitars ), we were told that a $200.00 credit would be credited back to my account and that has not happened.  In all this has been over a month and 10 customer service reps who assure me that this will be escalated. Attached are pics of the 2nd “new” guitar they promised, shipped in a Martin Co. and wrapped in bubble wrap. No warranty  information, nothing to state that this was a new guitar from Schecter.

  Regards,
  
  P*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/20/2022

  Thanks for the response and we are sorry to hear about how the interaction went with our customer service.
  
  We are showing a $60 credit was provided for deciding to keep the guitar. If you still are not satisfied with the guitar, we can set up a return and provide you with a return shipping label.
  Our goal is to see that you are happy with your purchase so that you are able to continue in your musical journey. We will follow up with the management team who assisted and ask that they contact you to see that you are taken care of.
  
  If there is anything else we can do to help make this right, please don’t hesitate to contact us.
  
  Thank you

  Customer Answer

  Date: 10/20/2022

  
  
  Complaint: 18188203
   
  I am rejecting this response because: I have received no credit.  This is the email I received, stating $150 refund and $50.00 credit or accessories.  Neither has happened. I was told that they refunded me $200.00 because the guitar was on sale. I have not been refunded anything, not even the $60.00 they claim to have credited. Honor the email that was sent totaling $200 in refunds.
  
  Regards,
  
  P*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/14/2022

  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.

  Musician's Friend offers a rewards program. A buyer receives a number of points based on purchase price. Those points can be converted into a cash equivalent for savings on future purchases. I made several large purchases in late 2021 and early 2022 resulting in rewards points, some of which I have used. There are, however, 8437 points that have been pending for months. They are supposed to be released and available for use 45 days after the qualifying purchase. Their cash value is $84.37. I first noticed these pending points in the March 2022 timeframe. I have contacted Musician's Friend multiple times (I believe I have contacted them 7 times) asking why these points are still pending and when they would be available for use. In each case, I'm assured someone will look into it and get back to me. No one has ever gotten back to me. My most recent ticket ID is 2******************80020. I've attached a screen print of my account from their system. I redacted my credit card information. At this point, the value of the time I've wasted on this far exceeds the $84.37 involved but it's become a matter of honor. I want those points credited to my account or an explanation of why they cannot be activated.

  

  Business Response

  Date: 09/20/2022

  Thanks for contacting us and we apologize for the inconvenience this has caused. 

  We reached out to our loyalty rewards teams and had them perform an audit on your account to ensure you have received all awards for your orders since your enrollment. 

  This audit found that you have been awarded all points for your previous orders. There likely was a bug that was causing your pending points to not update after using them, but rest assured, you were awarded these points and had used them on recent orders. In the audit, we did extend 1347 points that were awarded from order MFW*********4. 

  We currently show you have 1505 points, or $15.05 in available points. 

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

  Thank you

  Customer Answer

  Date: 09/27/2022

  
  
  I'm not rejecting this response, but would it be possible to see the report or spreadsheet that led to the conclusion that my rewards points had been redeemed?
  
  Regards,
  
  J**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/03/2022

  Thanks for the response, 

  We have reached out to our rewards team to see if we are able to get this report for you. We will email it to you if we are able to get it. 

  Please let us know if there is anything else we can assist with. 

  Thank you

• Initial Complaint

  Date:09/05/2022

  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.

  Musician's Friend offers sales on their website for product that may not be available, and after payment, process order anyway and send an unwanted alternative. After contact with company, I received a Return Authorization.. I also received a bogus prepaid shipping label for UPS. My Visa card was billed $190.79 for a guitar offered for sale. Musician's Friend has not responded with my follow up complaint, ignoring my request for refund they said would be forthcoming but will not be processed until they receive item. They stated a refund is authorized but never processed. Their return label ostensibly for UPS prepaid return is unaccepted bu UPS. Musician's Friend ignored my inquiries. Attached is item ordered and paid for photo 1 and what was received photo 2. received this confirmation of refund: Your Account | musiciansfriend.com Return Authorization Your Order: MFW*********2 R******, Per your request, we've initiated a return authorization for the item(s) below. Please follow the instructions below to return your merchandise. Our full return policy is listed here. 1) Write your RA # (shown below) on the return shipping label. The label is located on the back of your invoice. 2) Use the original packaging to return your item(s). Place the invoice inside the package with your item(s). Please include all materials, including warranty cards, owner's manuals, etc.(if you were sent a prepaid label, the package is already insured). 3) Return to: Musician's Friend RA Number: MF******180 4*** ** ******** ****** ****, MO 64161-9231 4) Return the item(s) in the same condition as received. Make sure the gear is free from signs of wear or abuse—otherwise, you will be assessed a restocking fee. If the item(s) comes back in new condition, you'll receive a full refund unless you receive

  

  Business Response

  Date: 09/08/2022

  Thanks contacting us and we apologize for the inconvenience this has been.
  
  We’re sorry to hear of the issues you have had with your order. It is very unusual that the wrong finish and model was sent to you.
  We have cancelled your return and recreated it so that you are sent the refund now. We have contacted UPS to see what is going on with the return as it hasn’t shown any movement back to us since August. Refunds typically take 1 to 5 business days to show back up in your account, sometimes sooner depending on your bank.
  
  Please let us know if there is anything else we can assist with.
  
  Thank you

  Customer Answer

  Date: 09/08/2022

  
  
  I am rejecting this response because: It is a form letter telling me how to return guitar. It fails to address the problem: that UPS did not accept their return shipping label. Repeated attempts to get Musician's Friend to address that outcome have been ignored. Reciting company return procedures is a waste of time as I have no return label that UPS accepts. They ignore the problem and add insult to "injury" by responding with company "folklore" (service to be rendered) on multiple occasions.

  
  
  Regards,
  
  R****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  Musician's Friend only responded with "boiler plate" instead of reading the problem: UPS did not accept the return shipment. I complied with Musician's Friend procedures, used the return UPS label they supplied and have none.

  Their response is quite insulting.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/13/2022

  Thanks for the response. 

  Another prepaid return label has been emailed to you at R******[email protected]. Please print this and attach it to the box, or take it with you to the UPS store and they can attach it if you are unable too. 

  Additionally, a refund on the item has been issued in advanced. 

  If there is anything else that we can assist with, please do not hesitate to ask. 

  
  Thanks

  Customer Answer

  Date: 09/14/2022

  
  I have reviewed the response made by the business in reference to complaint ID 17810947, and find that this resolution is satisfactory to me.
  
  Regards,
  
  R****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/04/2022

  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 July 20th, 2022 I placed my order for a guitar, guitar stand, strap, picks, and a keyboard. I received the items, however I now have the resolution center asking me for payment. Two payments came out of my account for these items. One payment was in the amount of $94.74 and the other $446.07. The order number is MFW3*******32. I would like the resolution center to stop contacting me for the payment as I have already paid for the items. I do not wish to pay them twice. This is not my first bad experience with this company. The first purchase I made with Musicians Friend the guitar came damaged. I feel if either party deserves monetary reimbursement it would be myself for having to order a replacement guitar and to have to deal with the resolution center hounding me for payment after I have already paid.

  

  Business Response

  Date: 08/05/2022

  Thanks for contacting us and we apologize for the inconvenience this has been.
  
  We checked in with our PayPal team and show that your order is fully paid for. Please disregard the emails that you have been receiving from the resolutions center. We will make sure to follow up with that team to see that no further communications are sent to you in relation to order MFW3187195832.
  
  Please let us know if there is anything else that we can do to help.
  
  Thanks

• Initial Complaint

  Date:08/01/2022

  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 purchased a new product and they provided me a used product. It was repackaged outside manufacturers packaging and did not include the owners guide/original inserts and extra parts. Furthermore a part broke soon after purchase.

  

  Business Response

  Date: 08/05/2022

  Thanks for contacting us and we apologize for the inconvenience this has been.
  
  Is this in regards to the Takamine G Series GD30CE Dreadnought Cutaway Acoustic-Electric Guitar from order MFW*******418? If not, could you please email us at [email protected] or reply here with your order number so we can look into this further with you?
  
  Once we have your order details, we can determine the best way to see that you are taken care of. Additionally, we do offer a 45 day return policy and can assist with this should the item qualify for return.

  Please let us know if there is anything else we can do to make this right!

  
  Thank you!

• Initial Complaint

  Date:07/21/2022

  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 stupid deal of the day $60 mandolin. The mandolin arrived defective. I asked for an RMA and a return label, and I was told by two different associates they would be emailing me a label. Finally, after 2 weeks of back and forth, an associate told me my item did not qualify for a return label. The first and third associates I spoke with tried to blame the defective instrumen's breaking on me. I originally wanted to simply order a new one and return this one, but they would not even honor the original price. Now I am stuck paying for shipping to send a defective item back to Musicians Friend - for issues that are not my fault. If this company can't even get a $60 sale right, how would I trust them with a more expensive purchase? They are no 'friend' to any musician.

  

  Business Response

  Date: 07/22/2022

  Thanks for contacting us and we apologize for the inconvenience this has caused.
  Receiving an instrument defective or broken most certainly qualifies for a free, prepaid return shipping label provided by us. We typically send these to your email address.
  We will make sure to follow up with the management teams over the agents that you worked with to ensure for a better customer experience going forward. We apologize for the inconvenience and frustration this has caused.
  Looking over your return, we are showing that you contacted us yesterday and a return label was sent to an alternative email address for you. If you did not get this or still need assistance with your return, please email us at [email protected] and we can assist further.
  If there is anything else we can assist you with, please don't hesitate to ask. 
  Thank you