Complaints
This profile includes complaints for Pro Winds's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/23/2025
Type: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.
WIll not respond to my calls and I was not informed at the time of purchase it was on back order.
Business Response
Date: 02/03/2025
This was a Custom size trumpet mouthpiece that had to come from *******. We were in the process of having it sent over via *********** at the time the customer cancelled the order.
Customer has been refunded in full.
Sincerely,
Pro Winds
Initial Complaint
Date:11/07/2024
Type: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 four items from Pro Winds on 10/16/2024. Last week, I left my information through their website to contact me so we could find out what's going on. No response. As of today, 11/6/2024, I have received zero communication, not even a message to indicate that their product isn't in stock.Absolutely unacceptable.Business Response
Date: 11/13/2024
There was a delay on this parts from ******* but they have now arrived.
Order was shipped out via upgrade shipping and parts were shipped out at no charge.
USPS Priority Mail Tracking Number: 9405511899561445605409
Pro Winds
Customer Answer
Date: 11/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The Business contacted me directly to my personal email. They said that the payment would be refunded and the parts would be sent out at no cost. The total amount was refunded on 11/7/2024, and a package was received today (11/18/2024). The package only contained one of the four items I initially ordered (it was four of the same thing).-------------------------------------------------------------------------
PRO WINDS - Sales Dept <**********************************************************>
Thu, Nov 7, 5:29?AM (11 days ago)
Hi ******-
Thanks for your message. It looks like we're waiting on these parts to arrive from ********
We have refunded you in full and they will be sent at no charge upon receipt. I have emailed our *** for an updated ETA.
Very sorry for the inconvenience. These are a normal stock item for us.
Kind Regards,
****---------------------------------------------------------------------------
Regards,
****** ****Business Response
Date: 11/19/2024
There was two separate shipments from two warehouse locations.
The 2nd Package was delivered yesterday. (November 18th)
USPS Tracking Number: 9400111105502872185404
Here's what tracking is currently showing:
Latest Update
Your item was delivered to a parcel locker at 5:31 pm on November 18, 2024 in *******, ********It must be in a Parcel locker in the customer's local post office.
We did everything promised on this order and emailed the customer tracking number. They may have ended up in junk email box.
Pro Winds
Initial Complaint
Date:11/01/2024
Type: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 and paid for a **** ****** C Clarinet from Prowinds and received a confirmation email on 27 July 2024. The cost was $532, which has been taken out of my credit card account by **********************. I have not received the instrument or any further communications I have emailed twice and left phone messages multiple days. I would like to receive the instrument or else be refunded.Business Response
Date: 11/05/2024
We are very sorry for the delay and confusion with this order. This specialty clarinet was on a shipping container that was delayed from ****. The container has just arrived in the *** and we will be able to ship this clarinet out to this international customer on or around Wednesday, November 13th.
The customer will be emailed the tracking number immediately upon receipt.
Pro Winds
Initial Complaint
Date:10/16/2024
Type: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.
I ordered an instrument on July 8th, 2024. The order is still listed as "pending", and my payment was been fully processed in July. When I attempt to call, I get a voicemail box that is full. When I attempt to email, I get no response. If the instrument is back-ordered, the order status should include that information. Any communication about the order would be expected 3 months later.Business Response
Date: 10/18/2024
We sincerely apologize for the delayed shipment of this specialty instrument from ****. This product is usually a normal stock item for our company.
Here's the information that we received today from our supplier
I am sorry about the delay on this.
I can confirm that they are coming in on our next container which is due to dock on 4th November.
Please pass on our apologies to your customer for the delay.
Kind regards
***** *****
Global Logistics Manager
*************************Our records indicate that we have spoken with this customer a few times over the past months regarding delivery situation and he has opted to wait for the shipment. At this time, we will cancel the order in our system and reach out again in November to see if he still wants the horn.
Again, our apologies for the delivery delays.
Pro Winds
Customer Answer
Date: 10/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The business claims that they have been in contact with me - that is false. I have sent emails and called (with no one picking up during business hours)The business claims that they will cancel the order and reach back out when the instrument is back in stock - that is not the resolution that was requested. The resolution that was requested was for them to complete the order, so the order should NOT be cancelled (especially given their communication history to-date).
Now that an update on the order has been provided, I would direct the business to follow through to the completion of the order and continue to send updates about the order until delivery has been completed.
Regards,
******* *******Customer Answer
Date: 10/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Consumer received refund.
Regards,
******* *******Initial Complaint
Date:07/02/2024
Type: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 new saxophone neck for my selmer. After a month Pro Winds had charged me but the item was not yet shipped. When I reached out through phone and email to maybe get a timeline on my order they failed to respond. I want a refund so I can buy this product elsewhere. Attached below is the contents and date of the email I sent regarding my order.Business Response
Date: 07/03/2024
The item ordered was a replacement part for a discontinued saxophone. This part had to be ordered from the factory in *******
Per customer's request, we have cancelled this special order and refunded the customer in full.
We apologize for the delay on this part and that we did not meet customer expectations.
Sincerely,
Pro Winds
Initial Complaint
Date:03/24/2024
Type: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.
I bought a ******** Leather Ligature for Bb Clarinet from Pro Winds yesterday for my friends birthday. However, it seems that my card was charged the money immediately but my order has not been accepted yet and all it says is "pending". I searched online for reviews about Pro Winds and it seems that this problem has occurred to many other customers. I have tried to cancel my order and get a refund but the company has not been picking up its calls or responding to me. I would really like to get a refund on this order because the ligature is not cheap and if it doesn't arrived then I will be short a lot of money.Business Response
Date: 04/03/2024
This order was placed on Saturday, March 23, 2024 and this complaint was filed the next day (Sunday) before we could even process the order. (we are closed on Sundays)
Order was shipped out immediately on Monday morning. **** Tracking Number: 9400111899564878983523
We are not perfect but we don't understand how a customer is allowed to file a complaint so quickly.
Pro Winds
Customer Answer
Date: 04/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********Initial Complaint
Date:03/17/2024
Type: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.
On September 10, 2023 I ordered a Selmer Paris S80 D Bari Sax mouthpiece, a ******************* Sax swab, and a stick of cork grease. I receive the order confirmation email (Order ID #******* and my credit card was charged. I have tried to contact them via email many times over the past several months and I managed to receive a response on October 30, 2023 where they said "We are just waiting on the mouthpiece to arrive from ******. It should be here next week and we'll ship right out." However, nothing was ever shipped (order is still "pending" according to their website) and I have not received any responses to any of my attempts to contact them since. I would like to receive the all of the items I have ordered. Otherwise (i.e. if the mouthpiece is still unavailable), I would like a full refund.Customer Answer
Date: 03/19/2024
Pro Winds reached out to me immediately after being contacted and was offered a full refund as requested. They were unable to fulfill the order due to delivery issues from Selmer Paris of which they have no control over. I had ordered from Pro Winds multiple times in the past without issue so I believe this is just an unfortunate situation due to supply issues as they have stated. I have since received a full refund as requested and am satisfied with the resolution.
Initial Complaint
Date:03/04/2024
Type: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.
I placed an online order for a saxophone mouthpiece ( ***** 6m Tenor) and some reeds ( ******** 4 pk- Alto) on Jan. 4th, 2024. As of the writing of this on March 3rd I have not received the items or an email explaining why. I have left voice messages and sent an email to get information, but those attempts were not answered. I would like a full refund of the $138.51 back to my Amazon card.Customer Answer
Date: 03/07/2024
I recently requested the assistance of BBB regarding a purchase made online from *********. The vendor has issued me a refund and asked that I request the complaint to be removed from your site. I am not sure if this is possible. But, I just wanted you to know what has taken place. I do not have the complaint number from the BBB. The complaint was about Prowinds in ************ for the amount of $138.51.
Thank you for getting this matter resolved.
Regards,
*************************Initial Complaint
Date:02/22/2024
Type: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.
I paid $557.95 to prowinds for three metal Yanagisawa Saxophone Mouthpieces on FEB 6th, 2023 online via Paypal. I tried them, and decided that only one was good for me. The company allows for returns, so I returned the remaining two mouthpieces via ***** **********************, which was delivered on March 17th. They told me I had to wait 14 days for them to inspect the mouthpieces. I waited 14 days, and then, I never got any communication back from them thereafter.I kept emailing them asking them to refund me per the company policy, but no response. I didn't know about the BBB, but someone told me that this was a good way to get a desired solution if my claim was accurate. I ask that you check the online reviews of Prowinds.com. Other people have similar complaints from them. They do not conduct their business well. They consistently ghost their customers. They never answer the phone even though they have a phone line. (I have tried countless times). Nor do they answer their emails. Had I known of their reputation, I would not have ordered from them. Please help me. My corresponding refund is of $358.95. That is what I want, nothing more. I kept one mouthpiece. Thank you for helping consumers like me. It helps us a lot, especially with the current economic situation and inflation.Business Response
Date: 03/08/2024
An error was made in our system in refunding a PayPal account. The problem was identified and the customer has been refunded in full.
Our sincere apologies for this system error.
Pro Winds
Customer Answer
Date: 03/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I don't know how to thank you enough! This business had been ghosting me for over a year! Its not like I didn't try. They never bothered to answer back. Perhaps I am writing to a computer system and no one will read this. But if you are reading this, I just want to say thank you from the bottom of my heart! That business responded within hours of me reaching out to The BBB of *********. Thank you. Thank you. Thank you. Have an amazing weekend. I would love it though if the business did not get harmed or dinged in any way. Perhaps what they said is true, and it was a simple billing error. They corrected their mistake. They are also human. If you have any more questions or concerns, please do not hesitate to reach out.
Regards,
***************Initial Complaint
Date:02/05/2024
Type: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.
We ordered three saxophone mouthpieces from Pro Winds on December 14, 2023 (Order #******). Per their policy, we tried two of the three mouthpieces and returned two of them using **** sent to ATTN: Returns, *******************************************************************. We returned the following: 1) MEYERA5M (did not use or open box - $129.95) and 2) JJALTHR6M (used with a cushion and returned with no marks - $219). Total refund expected: $348.95. *** receipt confirmed that Pro Winds received the mouthpieces on December 26, 2023. On January 5, we confirmed on the phone with a Pro Winds representative (name unknown) that they received the mouthpieces and that the company would process the return. On January 19, ****, we chatted with "****" on the company's chat system to ask about the status of the refund. **** said it was "in the batch to be processed that day" and that "we should see a refund in 2-3 days". Screenshot of the chat attached to this complaint. As of February 5, ****, we've seen no refund. We left a phone message to call us and submitted another email request through the company's website. Other similar BBB complaints are alarming, as we do not think this business will act without external pressure.Customer Answer
Date: 02/12/2024
BBB, The vendor in my complaint (********) refunded us as soon as he got your email. We have been refunded in full and will not pursue anything more with this business (except to never use them again!). Thank you for your help! *******************
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