ComplaintsforPro Winds

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Alto Saxophone mouthpieces from Prowinds on 7/9/23. I bought them specifically to try them through Prowinds Mouthpiece audition program. According to this link (*******************************************************************************), I can try the mouthpieces for 30 days and then get a refund for those that you send back. I received 4 out of 5 mouthpieces in my order on July 13th, one of them was on backorder. I reached out to the business and ensured this wouldn't affect the Audition Program. After waiting about 2 weeks, I got a response saying my 30 day trial period wouldn't start until my last mouthpiece arrived. I received the final mouthpiece on August 15th, meaning my ********************* until September 14th.I packaged everything up nicely, original boxes, no rips, no missing or dirty cases, etc. and put everything, including my order info, into the original package. I then processed a return to sender, since Prowinds doesn't supply return labels. Prowinds received the package on 9/11/23 according to my tracking number (**********************). According to Prowinds website, they can take up to 14 days to process the refund. Towards the end of these 14 days, on 9/21/23, I called to see if everything was received okay and check on the status of my refund. My call was never picked up and my message wasn't replied to. I called several more times over the next few days and never got a hold of anyone. In addition I sent a message about a week ago on their website, and even tried replying to one of the emails they sent me directly about my order. No luck.14 days would have been 9/25/23. I'm not trying to be a ********, but I'm currently out about $700 for merchandise that I don't have. I'd be fine with some communication if things are taking longer than expected, I just need to know I will be getting my partial refund. Other than the lack of communication, I was happy with everything else from Prowinds.

  

  Business response

  10/02/2023

  We have located the package in question and it was send back to us via **** as "Return to Sender". (See attached photo)  The package label was also smeared with a red substance that could be blood.

  This customer did not follow our return instructions and there was confusion about the package on our side. Our staff thought it had to be shipped again because of an incorrect address label attached by **** . The customer was responsible for shipping the package back to us at his expense. He somehow convinced the postal service that they had delivered to original package to the incorrect address. Thus, the package was not addressed to Returns as specified in our instructions.

  Customer has been refunded in full for returned mouthpieces.

  Pro Winds

   

   

   

   

   

  Customer response

  10/02/2023

  [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.

   

  I would like Prowinds to be aware that they did not provide adequate return info so I simply gave it to the post office to return. ALSO I noted in my order that I would be returning the package for the program, so this would have been noted in the order number, and all of this could have been remedied through a simple phone call or email, but they never responded to mine. The red marks on the package were not from me, and must have occurred in transit.

   

  I will not dealing with Prowinds in the future. Their professionalism and lack of communication is upsetting and I do not feel comfortable working with them in the future of my professional music career.

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for musical instrument supplies on August 18th, 2023. As a professional musician, these items were things that I needed to perform my job. After not receiving any updates or shipping notice, I began reaching out to the company via both email and phone messages on August 23, 2023 to see if there was a potential back-order or stock issue.After numerous attempts to contact them, on September 1, 2023 I added to my messaging that I wanted to cancel the order since I would need to order from a separate company that could provide a transparent timeline. Emails and phone calls both continued with no response from the business.By September 12, 2023, I had already received the items from another company and with no contact from ProWinds, I filed a claim with my credit card company (which had already been charged), to have these charges cancelled.Now, on September 14, 2023 (two weeks after I have been sending messages through every available media to cancel the order), ProWinds sends me an automated message that the order has been shipped. I have reached out again through both email and phone and still received no person-to-person contact from the company.

  Customer response

  09/18/2023

  I sent an email and left a phone message yesterday saying that the company resolved the issue after I made my filing and I would like to have it stopped if possible. They have given me the full refund which I requested, so I dont need anything else going forward.

  
  

  Is that possible? Thank you,

  *************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had ordered a King professional valve trombone from their website on 7/24/2023. The initial cost was $2,529, but I had a discount code for 10% off, making my total $2,276.10. The website shows there is supposed to be a $100 rebate along with my order, but was nowhere in my cart. The more pressing issue is that I have attempted to reach out to them for updates on my order (as I have not yet received it) and have heard nothing back. When checking their online order tracker, it merely tells me that the status of my order is pending, with no tracking information. The only response I ever received from them is the automated order confirmation email on the day the order was placed with an order number (******) that gives me zero information on the progress of my order. I understand that there is likely a shortage on parts or the like slowing the delivery, but the fact that I havent heard a word from them, despite emailing them multiple times about an order over $2000 is quite disconcerting.

  

  Business response

  09/11/2023

  We are very sorry this customer is frustrated.  

  These valve trombones are handmade by highly skilled craftsmen in ********, **. Since the start of Covid, this factory has been running months behind on their normal production.  A shipment of this particular model trombone was due into us in August but has now been pushed back to late September/early October.

  This customer has been refunded in full and we have deactivated this product from our website until stock is received.

  Sincerely,

  Pro Winds

  
  

   

   

   

   

  Customer response

  09/11/2023

  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.
  
  I feel as though I misrepresented my intentions. I was in no way intending to receive a refund and cancel my business with this company. On the contrary, Im actually quite excited to receive the product that I had ordered from them. I was just concerned by the lack of communication. Based on their response, it sounds as though it will be received by them in September/October, which I am happily willing to wait for. My only request being that they contact me if any further delays occur.
  
  Regards,
  
  *************************

  

  Business response

  09/18/2023

  We will reach out to you when our shipment of King ***** trombones is received from the factory.

  Kind Regards,

  Pro Winds

   

  Customer response

  09/20/2023

  [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

  08/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a trumpet mouthpiece (order #******, Item #****C **** Trumpet Mouthpieces - **** Trumpet Mouthpiece - 3C) on July 3rd. The website indicates that orders ship in 24 to 48 hours if they are in stock. On July 13th I looked up my order through the company website and it was still "pending" although I have been charged (and paid) through PayPal. I emailed the company to ask if the item was in stock and to get an estimate of when it would be delivered. I also left a phone message. I have called several times and each time the "representatives are serving other costumers." I have gotten no response from my email and my order is still pending.I don't believe that the item is difficult to obtain (in that I could have gotten it from Amazon but was trying to support other businesses). If the item is expected fairly soon, I'm willing to wait but otherwise, I'd like a refund so I can buy my daughter the trumpet mouthpiece she has been waiting for.

  

  Business response

  08/11/2023

  We are very sorry for unforeseen delay with this order. The manufacturer of this trumpet mouthpiece recently changed their brass to Lead Free. The new brass is much harder and required new programming of their machining equipment. Thus, they have thousands of normal in-stock mouthpieces (*** made) on backorder going into the back-to-school season. There is currently a nationwide shortage of these mouthpieces and all dealers are scrambling for alternatives.

  Fortunately, we did just receive a small shipment and this customer's order was sent out via Overnight delivery at our expense.  **** Tracking Number: 9470111899562009201460

  Pro Winds

   

   

   

   

   

   

   

   

• Initial Complaint

  06/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a mouthpiece from Pro Winds on January 7, 2023 and paid $72.00. Their website indicated it was in stock and would ship in a couple weeks. It never arrived. I have reached out to their customer service on the following dates: 1/23 I emailed to find out why it had not arrived. I got a response from **** in customer service stating we should receive it in two weeks.2/24 I emailed asking for an update on what is going on.2/24 I received a response again from **** stating it "will ship out the minute it arrives" 3/7 I emailed asking for an update on an ETA. No response.3/10 I emailed again 3/14 I emailed again 3/20 I emailed again and then called them at **************. I was told they "just spoke" to the manufacturer *** and will be receiving shortly. Again was told two weeks.4/15 I emailed for an update. **** responded that they just met with the *** and the product should be in their warehouse "in the next few days"5/5 I emailed requesting shipping information. No response.6/1 I emailed again.Their website and the emails from "****" in customer service ******************************** have no physical address. I paid for this via paypal and will be filing a complaint there next. In looking further into this company there are a lot of other buyers like me who have been scammed.

  Customer response

  06/12/2023

  The refund is complete.  It can be closed.  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a ************************** Straight Mute for French Horn (item #DW5554) on December 1, 2022 for $119.95 and my credit card was charged accordingly. My order # is *****. This was supposed to be a Christmas gift for my son. Shortly before Christmas I realized this item never arrived and left a message with the company. No one called me back. At the beginning of February I got ahold of someone and was told this was coming from overseas and would hopefully arrive by the end of the month. It is now May, and I still haven't received the mute. I have tried calling the toll free number provided, which goes nowhere. I have since found this item from another retailer and received it within a few days. I would like a credit card refund by Pro Winds for $119.95.

  

  Business response

  05/09/2023

  We are very sorry for the delay on this order. This type of wooden French Horn mute is a unique, specialty item. The manufacturer in ******* (Wick) has been having some production issues which has caused the unforeseen delay.

  The customer has been refunded in full. In addition, we have removed this product from our website until production issues are resolved. 

  Pro Winds

   

   

   

   

  Customer response

  05/11/2023

  [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

  03/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a trumpet heavytop mouthpiece on 2/5/23. The price was $111.85 with a shipping date as soon as possible. *** tried emailing and calling many times yet Ive had no response at all. I would like a refund on my purchase. My order number is *****.

  

  Business response

  03/30/2023

  We are very sorry about the delay on this trumpet mouthpiece. The manufacturer, ******************* in *******, has recently designated this type of mouthpiece (heavy top, gold plated) as a Special Order item.

  This customer has been refunded in full and we sincerely apologize for the unforeseen delay.

  This order has already been placed with the manufacturer and cannot be cancelled due to it's Custom/Special Order status. When this product is received, we will reach out this customer with a highly discounted offer if they are still wanting the mouthpiece.

  Pro Winds

   

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/28/2023, I placed an order with Pro Winds for a ****** Signature baritone saxophone **** size **** for $31.95. The requested ship date was "as soon as possible," and I paid an additional $10.95 for shipping, making the cost a total $42.90. I promptly received a confirmation email, but have not received the purchased item or any communication since. I reached out to the company to ask for a refund since I have received no updates as to the item's shipment and am assuming I will not receive it. I have not received a response and am not sure that I expect to at this point. I see that others have had the same problem with Pro Winds, and I would just like a refund since I have not received the item. I have since ordered the same item from a different company and received it promptly, so I no longer need the item.

  

  Business response

  03/13/2023

  We are very sorry that we were unable to fulfill this customer's order in a timely matter. This particular product comes in many different sizes (2.0, ****, 2.5, ****, 3.0, ****, 3.5, ****). The size ordered by the customer is on the way from the ****** manufacturer and has been delayed.

  This customer had been refunded in full. In addition, will also be sending the product free of charge when it arrives from our supplier.

  Pro Winds

   

   

   

   

  Customer response

  03/13/2023

  [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

  01/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a **** Jazz soprano saxophone mouthpiece from ProWinds on Aug. 27, 2022.I charged this item on **** for $189.00. My order number is 92210.I have never received this item, and the status always says "pending." I was not provided a tracking number. I called several times, and was only given the option to leave a message. No one responded.

  

  Business response

  01/11/2023

  We are very sorry that we were unable to delivery this mouthpiece. The manufacturer (**** Jazz) has been having major unforeseen production delays on many of their Custom mouthpieces.

  Per your request, we have refunded you in full. If and when we receive this product from the manufacturer, we will reach out to you to see if you still need it. Also, an additional discount will be offered because of the delays.

  Thank you for your understanding.

  Pro Winds

   

• Initial Complaint

  08/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Made the transaction 8/6/22. Got my confirmation email but no tracking number. Contacted **** to see if my order went through. He responded yes and my order should be shipped out by the next day. As of them Ive received no emails regarding my instrument(almost 2000$) being shipped, when it should arrive, and or a tracking number. This is a very important transaction and just pray I did not get scammed.

  

  Business response

  08/14/2022

  The instrument order was shipped out immediately after the order was placed from the manufacturer. The tracking number was sent to the customer via email.

  UPS Tracking Number: 1Z7FW4180342531862

  We certainly make mistakes and have shipping delays but this transaction was executed perfectly.

  Pro Winds

   

   

  Customer response

  08/14/2022

  [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.]
  Pro winds is a well ran company. I made the mistake of not locating the right place of there update emails. Everything was perfect and that was completely on me. Thank you **** for resolving and helping me out. This company will definitely be reviewing mor business from me. If you have a Gmail make sure you check your junk mail. Again thank you ****.
  
  Regards,
  
  *******************
  

*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. ↩