ComplaintsforRichard's Music
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Complaint Details
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Initial Complaint
09/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
After being told 3 weeks on July 10 for repair of a trombone it required having Sylvania PD and making a police report to finally get the instrument back. Multiple calls made to which i had the displeasure of speaking with a salesman named **** who gave me nothing but the run around on the repair. He told me multiple occasions to not call about an update that he would just call when it was done. Also stated during one call its being worked on here and there. 7 weeks of this and on the final call **** never told me that pieces were sent out just to stop calling him. He was told on the last call that I would be there to pick up the trombone fixed or not the next day. The next day I showed up to get the instrument to be told **** the salesman wasn't there. I told the other worker I wanted the instrument and the this **** was told I was coming for the instrument. This employee stated he had no clue where the trombone was but then found it with 2 pieces missing and unable to locate them along with ****s number. The Sylvania PD were called to the store to asist me in getting my property back. The officer showed up wanting to speak with **** who refused to return to the store but text the other employee to tell us the pieces had been sent out. Upon a police explain a report would help and the officer explaining to myself and other employee that this **** had given a verbal contract with a written contract of 3 weeks and now refusing to give back all pieces to the instrument, because as **** is now saying were sent out that he would be facing theft charges. After leaving the store with out the full trombone, **** returned to the store and had stated that the pieces were sent back to the wrong address but magically were back at the store. Upon returning to retrieve the rest of the instrument **** proceed to the front of the store digging pieces that were "sent out" from under several other items. He was paid $140.08Business response
09/09/2023
I apologize on behalf of everyone at Richard's Music. Please know that your situation was an exception. As you can see on other reviews, we are known for taking ownership and caring deeply about our customers. We can't fix the past but you have my personal commitment to improve the way our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team. Richard's MusicCustomer response
09/11/2023
Complaint: ********
I am rejecting this response because:
The emotional stress placed on my son as this business owner **** ****** refused to give back his trombone. Because having to get the Sylvania police involved placed emotional stress on him causing him to miss his band Practice. I want to recieve my payment of $140.08 back in CASH for the emotional stress this adult owner placed on a kid.
Sincerely,
******* *****Initial Complaint
11/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We took a King trumpet to Richards music to be cleaned . Dropped it off on May 18 2022. We were quoted $75.00 to $150.00 for cleaning and polishing. After four months of waiting, we began to call for fear that they may have lost it. We were told cleaning was in progress. After another month we called again. Soon they would not take our calls at all . When we finally did get hold of them, they said it would be done Friday Oct. 15. But when called at that time, no answer. When it was picked up , I was horrified at the condition it was in , but payed for it because it is a family heirloom. We were afraid of losing it if not payed for at that time. We told them how dissatisfied we were with it and the man who answered the phone said that they couldn't clean it without an acid bath. So we payed $269.38 , and the trumpet looks worse than before we took it in. We would like to be reimbursed so we can take it to someone to be cleaned correctly. They still will not answer our calls. Can you please help us to recover the payment. Thank you !! ***** ******* and **** ****** (************ )Initial Complaint
08/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In July, 2020 I left a saxophone at Richards Music for the purpose of a complete overhaul. At the time they stated work wouldn’t begin right away as they were repairing instruments for various high school bands. Completely reasonable. I would check in occasionally for a progress update, but nothing had changed. In July, 2021 I became concerned. At that point, they said that there was a problem procuring the correct pads, due to the age of the instrument, and supply chain problems associated with the pandemic. Not unreasonable. After this point though, I have been consistently stonewalled. Each time I called, I was informed the manager was not available, and each time my message went unanswered. I am frustrated beyond belief, and I’m hoping your organization can help. Thank you in advanceInitial Complaint
04/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Richard's music had accepted an order and processed my payment and has not shipped my order nor given an explanation to not fulfilling order. Richard's music is not returning emails. Money has been stolen I am requesting a refund.Business response
04/12/2022
The company advised BBB you may have them mistaken for a different company, as they do not charge a customer until the item is shipped. So the issue you describe is not how they operate.Customer response
04/12/2022
Complaint: ********
I am rejecting this response because I am not mistaken you with another business. There is an order number on the email attachment I've submitted with Richard's music. Maybe you should open up attachments I've filed with my complaint before saying I have the wrong business. No tracking information or order shipment information was given to me. Do you just let people order products and you don't ship their products to them
**** *******
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.