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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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
03/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
03/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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 response
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
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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 response
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
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
02/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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 response
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! *******************
Initial Complaint
02/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a flute stand and slide grease on December 31; it is now February 4th and the order is still pending. I have reached out to Prowinds several times via phone and email but have had no response. They charged my debit card soon after the order, so I would like a refund.Business response
02/09/2024
We are very sorry to hear about this issue. It looks like there was some confusion on your order regarding the size of your stand. The stand you ordered is actually sized to fit a piccolo and not a regular flute. (despite the German manufacturer description) We had sent an email asking which one that you needed.
Per your request, this order has been cancelled and refunded in full.
Pro Winds
Initial Complaint
01/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered a clarinet care kit and clarinet ligature with a shipping request of as soon as possible on 12/27/2023. Received a confirmation email and my card was processed for payment. I expected delivery by 1/5/2024, but no other communication was received from the business. Researched customer reviews online, this company is taking customer payments but not processing orders. They are using multiple excuses including supply chain, personal issues, etc. called my bank to place a stop on the order and report fraud.Customer response
01/08/2024
Consumer called BBB and said issue had been resolved.Initial Complaint
12/09/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a ******** Black Diamond Clarinet mouthpiece on 11/30 and my order is still marked as pending. I tried to get in contact but have heard no reply back. My account was charged the day of but the only email I have gotten from them thus far was an automated email saying that I purchased it. I ultimately would like it to be delivered but if this is a supplier issue and I wont be able to get it within a month or so I would like a refund.Business response
12/10/2023
This mouthpiece was purchased last week during our annual Cyberweek sale. Due to strong demand, we sold several of this particular product and had to get more from our supplier. The new shipment has already arrived and this customer's ordered has been shipped out via upgraded service.
USPS Priority Mail Tracking Number: 9405511899562651958969
Pro Winds
Customer response
12/10/2023
[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
11/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was told about 4 weeks ago that my refund was in process and I have yet to see it put back in my account. I've tried numerous times to call and email and have been ignored. I've dealt with so many issues regarding this company since June. I want this issue resolved and I shouldn't have to fight to get my money back.Business response
11/18/2023
This customer ordered a Custom made French Horn which ******* factory had to produce. Customer was informed that it would take several weeks and the factory was running behind. After several weeks of no firm delivery updates from the factory, the customer decided to cancel. An attempt was made to refund the customer's credit card but it would not accept the refund. Arrangements were then made with customer to refund their Venmo account instead of credit card. This was done immediately upon receipt of the account information which the customer can verify.
**********************
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Get a QuoteCustomer Complaints Summary
30 total complaints in the last 3 years.
10 complaints closed in the last 12 months.