ComplaintsforMusician's Friend, Inc.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an instrument from the company on November 1st 2021. The instrument was shown as in stock on-line and when i submitted my payment I received notice that the item would be in stock shortly. Upon multiple requests of my own effort not the effort of Musicians Friend I engaged conversations via chat or phone as that is what the company allows. This alone should show why they do this as they are not here for a customer they are here to simply get money. Upon these requests i received a handful of different answers. In stock in November, New target date of Dec. 8th, Will be in stock on Dec. 29th, No longer being made, In stock on January 15th. I could not get a single solid answer from more than 5 different people. I eventually spoke with a "manager" named "Myers" who stated to me that he would personally look into why this was handled this poorly and be in contact via phone by the end of the day. Upon hanging up the phone i received an email stating that my order had been cancelled. This is undoubtedly the poorest handling of a situation and I highly recommend to not shop/purchase or engage in any way with Musicians Friend and their partner company Guitar Center. I have never been treated with such poor taste as a customer willing to pay money in my life.

  

  Business response

  12/17/2021

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

  We will make sure to follow up with the management teams over the agents you worked with to ensure for a better customer experience. 

  Looking over your order, it appears the manufacturer is discontinuing this guitar and so we haven't had any restocks recently. Due to this, we don't have any new, in box guitars left and just have open box available. We could replace your order at a great deal if you wanted to go with one of these models, or we can look into hooking you up with another similar guitar to see that you are taken care of. 

  Please let us know what else we can do to make this right.

  Thank you

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a prisoner confined at Mansfield Correctional Institution, and the "Musicians Friend" business has an "Written Approval" vendor or Contract with the Ohio Department of Rehabilitation and Correctional; and a "Written Approval" vendor or Contract with the "Mansfield Correctional Institution".

  On August 12, 2021, i prisoner Dwayne Harris #A211-083 has forward an inmate Cash slip of withdrawal to the "Musicians Friend" by through
  the Institutional Check Number #90508, order an "EPIPHONE LES PAUL ELECTRIC GUITAR AND AMP PLAYER PACK (H89163). , And the item was on back order for me.

  On August 25, 2021, the Check was cleared ,by "Musicians Friend" on August 25th, 2021.

  So, based on the above item being on back order, the "Musicians Friend has issued inmate Mr. Dwayne: Harris #A211-083 an Credit Account Number 1160-84453, concerning his credit Account with "Musicians Friend".

  On November 29, 2021, an Mansfield Correctional Institution staff member by the name of Mr. Morran has called the "Musicians Friend" by way of phone at ext , 6280 and he spoke with an "Musicians Friend' employee by the name of Mrs. Verknee, and now they are refusing to issue me inmate Dwayne Harris #A211-083 an refund of my $278.00 dollars that "Musicians Friend" has received my money for over 90 days now, and they has acknowledge that according to Musicians Friend" credit Account 1160-84453, but they refused to refunded my $278.00 dollars, despite the fact that inmate Dwayne Harris #A211-083 has not received the "EPIPHONE LES PAUL ELECTRIC GUITAR AND AMP PLAYER PACK (H89163)", and they has had my money since August 25, 2021.

   

   

   

  

  Business response

  12/10/2021

  Thanks for contacting us. 

  We apologize for the inconvenience this has been. 

  We have located your account and order. We are showing your credit is still available and we will be contacting our accounting team to get a refund check mailed back to you since the order was unable to be placed. 

  If there is anything else we can do for you, please don't hesitate to contact us back. 

  Thank you

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My delivered order was not what I originally ordered and was priced incorrectly. No email was sent to me regarding my order for my review. I contacted MF 3 times after delivery to talk to their customer service and was twice told a supervisor would call me about this matter but was not called back.

  

  Business response

  12/07/2021

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

  Could you please provide us with more details as to what items did not arrive or did not arrive as you thought they would? We will look into this further for you and see that you are taken care to the best of our ability. 

  We will also follow up with the management team over the agent you worked with to ensure for a better customer experience. 

  If there is anything else we can do to make this right, please don't hesitate to contact us. 

  Thank you

  Customer response

  12/10/2021

  
  
  I am rejecting this response because:I did not see any specific contact information on where to follow up. Part of my complaint is that I called their published number four times over this mater and was told that a supervisor or the original order taker would call me but I have yet to receive such a call. All I want from the company is to inform them of a system where such mistakes can be made and not properly resolved and to get the items on the terms that I originally ordered them with.
  
  Regards,
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/17/2021

  Thanks for the response, 

  We have contacted the member of management and the Gear Advisor over your order and asked that they reach out to you and assist in coming to a resolution for your experience. 

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

  Thanks

  Customer response

  01/03/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16335286, and find that this resolution is satisfactory to me.

  My apologies for my late response, I was waiting for a shipment from Musician's Friend. The company did respond to my issues and were more than fair with their response. I hope it is not too late to amend my original complaint# 16335286 on 12/6/2021. As I said the company was more compensating than was necessary to fairly resolve their initial mistake. Thanks to you too BBB as I'm certain you were a key factor in making the resolution of this matter easy
  
  Regards,
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 23rd, 2021 I contacted Musiciansfriend about my 4040 reward points expiring and also an ongoing website issue with login. As a courtesy, the person I chatted with spoke to their manager and was able to reinstate my 4040 points because I didn't receive any email about them. They then told me I would only have 5 days to use the reinstated points. So I needed to use them by November 28th. However, after they reinstated the points, I did not see them on my account so I opened another chat to ask where they were and the person said not to worry that the 4040 points are showing on my account. I figured it might just take a little while to update on my end so I then took the next 5 days to figure out what I wanted to purchase as I was interested in a guitar pedal, the Roland SP-404MKII, and a set of drum mics. Ultimately on Sunday, I decided to get the guitar pedal and a pack of picks. But the reward points still weren’t showing on my account nor were they showing at checkout. I tried to open a chat but it wasn’t available, so I opened a chat the next day and told them what was going on and how my reinstated points never showed. This person Jefferey basically called me a liar and refused to help me. Meanwhile I'm sick dealing with COVID-19 and getting extremely frustrated with this situation. I contacted you again today and it was like talking to a brick wall. I had to explain the situation over and over and over again because somehow customer service can't grasp what a 7 year old could. Either that or you just want to avoid having to give me my 4040 points. It's simple...my points expired, customer service reinstated them for 5 days during which I couldn't use them because they didn't show up on my end, and then I contacted you about it and you refused to help. Simple as that. You have given me a history of poor customer service and order issues in the past but this was near the top. I honest can’t believe it

  

  Business response

  12/07/2021

  Thanks for contacting us, 

  We are sorry for the inconvenience this has caused.

  We have reinstated your 4040 reward points and they should be available to use online. We have asked a Gear Head to reach out to you and assist with order placement just in case these don't show up on the website for you. We have confirmed they are available as of today and will expire in 1 week, 12/14/2021. 

  We apologize for the inconvenience and for the negative customer experience you had. We will make sure to follow up with the management team over the agents that assisted you to ensure for a better customer experience here on out. 

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

  Thank you

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On april 17th pf last year ordered a meinl byzance extra dry dual china 18" (Order #: MFW1*******49) with a warranty. I've always had trouble with mf but never like trying to get this warranty fulfilled once the cymbal broke. I initially called to file my claim in september of this year i believe. I was told a gift card would be sent to me, along with an email for confirmation. I never recieved an email, or a gift card in any form. I've called a total of 4 times over several months about the same claim. Every time no help is provided, they essentially tell me they have to run it through their accounting department and will email me within a few buisness days, which never happens. They latest time they said they would send me a check instead of a gift card, along with the typical promise of an email within a few days, which of course didn't happen. The initial damage to the cymbal has grown a lot sense the time i originally called them. The cymbal 339.99 plus tax (which is not a purchase i can make lightly) and I just want to get it replaced. I also got a much larger cymbal set that was in all over $1000, and i fear having to work through the exact same issues when one of these break.

  

  Business response

  11/29/2021

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

  Could we please get the claim number you have with Asurion so that we can reach out to them on this and inquire on it for you. You can reply back here with it, or email it to [email protected]. 

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

  Thank you

• Initial Complaint

  08/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Muscian's Friend (MF) offers a lowest-price guarantee for forty-five (45) days after purchase. On 8-2-21, I ordered Audio-Technica ATH-ANC33IS for $79 (Item: L5*********0000). I subsequently contacted MF on 8-3-21, requesting a valid price match to zzounds,com for $38.95. But a chat rep., *** L., denied a price match, claiming that zzounds.com was NOT an authorized dealer of Audio-Technica. I then gave her a link, showing that she was mistaken (https://www.audio-technica.com/en-us/resellers). Afterwards, she transferred me to another chat rep., Dallas B. I then mentioned that *** L. had erroneously denied a valid price match. Dallas B. didn't respond, however. Instead, he closed the chat and disappeared. (Order # MFW*********4)

  

  Business response

  08/10/2021

  Thanks for bringing this to our attention and we apologize for the inconvenience this has been. 

  We will make sure to follow up with the management team over the agents that you worked with to ensure for a better customer experience here on out. 

  After communicating with our vendor team, we have gone ahead an honored the price match with ZZounds and have reimbursed $43.15 back to your original payment method. 

  If there is anything else that we can do, please don't hesitate to contact us. 

  Thank you

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of pro audio speakers in 2017 from Musician's Friend ($2500). This morning one of them did not turn on. No damage of any kind and I have taken meticulous care of them. The speakers have a 5 year warranty. After 3 hours on the phone with them this morning, they said they could not find my invoice, despite me having the invoice and providing the number for them. I asked to speak with a supervisor, and on 3 different phone calls they told me they would return my call within 30-45 minutes. No one ever returned my call. I asked that the representative speaking to me forward me an email where they are asking the supervisor to call me, they instead just wrote an email to me, meant to look like they had contacted their supervisor. I depend on this equipment to make a living and they seem to have no intention of honoring the warranty or helping me. I just want to get back to work.

  

  Business response

  08/03/2021

  Thanks for contacting us and I apologize for the inconvenience and frustration you have experienced. 

  We will reach out to the management teams over the agents you worked with to ensure for a better customer experience here on out. 

  It is likely the reps were unaware that your order would have been in our older ordering system since it is from 2017. For future reference, your order number is S2****286, and mf4******17 is the invoice number for the website. 

  We were able to locate your order from 07/04/2017 and can see that at once point a portion of it was returned. Looking over your warranty information, the manufacturer requires that a shipping form be filled out, then once it is filled out, giving them a call. 

  The shipping form is filled out here: http://audiodesign-service.com/rates.html#shipping

  After the form is filled, please call Adam Audio here: ###-###-####

  The phone number will direct you to the manufacturer's warranty Customer Service where they can answer any questions regarding the shipping or repair for you. You will likely need the invoice receipt you sent us, along side the Order number S2*****86. 
  
  If there is anything else we can assist with or if any other information is needed for the repair, please do not hesitate to contact us. 

  Thank you

  Customer response

  08/03/2021

  
  
  I have reviewed the response made by the business in reference to complaint ID 15721680, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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