Musician's Friend

Be careful with this company. In an effort to not always buy from Amazon (stating the obvious here: the most efficient customer-focused business bar none), I thought I'd buy something from Musician's friend. Ordered a clothing item which was too small. Tried to return it but was told they do not accept clothing item returns (see attached return label photo). I tried to explain it's not my fault that it doesn't fit and that they would lose a customer, but nothing could be done. I hate to say it, but this is the reason all these companies will eventually be forced to fold. Their customer service just cannot compete with Amazon. Sad, but true.

I ordered some drum heads online from them and they didnt list 3 of the items I ordered from them, when I called customer service they refused to own up to the fact that they didn't list it correctly and refused to accept that I send the drum heads back and get the ones I ordered. The "service agent" kept stating over and over that you can't return it under their return policy. Guess what? I DONT GIVE A $#*! YOU LITTLE JEW SOCIOPATH OWN UP TO YOUR MISTAKE OR NEVER GET MY MONEY AGAIN YOU BROKEN LITTLE PENNY PINCHER SO GO TO HELL

Ordered an Apple mini recording studio for birthday gift. Signed up for credit card and rewards. Received a call from agent on Tuesday stating that the ordered was processed and will be delivered next Monday. I checked the order status on Thursday for tracking and saw that my ordered was cancelled! What? I contacted the store on Friday morning and a guy with horrible customer service stated sorry, we don't have that item, and transferred me to another agent. Did not offer any resolution to help. I left a message with the girl who told me my item shipped and would be there Monday. No return call. I chatted with agent, Hanna B, who refused to help and did not provide a credit, voucher, or offer to make it right. The item is still listed on their website, however, it's now $600 more than what I paid during a sale weekend! They should have sent me the item, regardless of the price went up or if it was a different model. I asked for a voucher for the difference and she said no because the manufacturer doesn't participate in their "deals". I told her that I don't care about the manufacture and their deals…. I purchased from MUSICIANS FRIEND AND THEY need to make it right! When I asked for a supervisor or email for corporate, she disconnected the chat. Horrible

I literally spent hours upon hours attempting to contact somone about a digital download. MF continued to gaslight me and tell me i should receive a download code within the first 24 hours. Then the story was, since I ordered on a sunday give it 42 hours. Then the story was I had the wrong shipping address? (its a digital download and my shipping address was correct when they read it back) so after 80 hours of waiting I finally get someone that tells me, "well we can just cancel this order and order it again" I stated, "fine" cause we had already come this far. They cancelled my order, kept my money on hold, then i got disconected so they didnt even order it again. I then finally got another person on the phone after 35 more minutes waiting for an agent for them to say we cancelled your order. I said yes, now I want you to reorder it to which they state, "oh were sorry thats out of stock"... GARBAGE COMPANY.

They will sell you a used item without telling you it's used. Bought an American fender Acoustasonic Stratocaster sold as "blemished". When the zipper on the case broke, they said they can't fix it because it's used. The page never said anything about it being used. My receipt never said anything about it being used. This is the definition of bait and switch. Hope the ftc takes appropriate action. Also, when you chat through the website, they make you sign in, then fill in all your personal info, and once you start the chat, they ask for all your personal info again. Complete waste of time.

Except, it's not. It's "backordered". And three weeks later, the website still says that "The item is in stock and ready to ship",.

Except that it isn't. Will never order there again. Not because of out of stock issues. Completely and totally because of the dishonesty. You cannot and should not believe their pitch.

They are a poorly managed company. Ignore wrong doings and do not serve customers very well. Especially when they fouled up and owe you money. They seem to be running a "bait n switch" operation when it comes to big ticket items. I. e. Guitar sales. It appears they have business model based upon "for every customer we lose, we get 5 new ones, so why bother with customer complaints." They sold company to Guitar Center which is risky when buying used guitars as sellers on Guitar Center push defective prouducts at high prices which validates the business model suggested.

They say items ship same day or next. I waited a week for them to finally ship. Every time I contacted customer support they didn't know ANYTHING about what was going on and the best they could do was say "wait and see". When the item finally did ship, I received an open box item with no warning. The order I placed was for a brand NEW synth, not an opened/returned/used one. They refused any sort of credit for getting an open box model. Quite literally the worst service in the music industry. Go to Sweetwater. Hell, go ANYWHERE else. Save yourself the frustrations. Thank me later.

I've never had to call a company to be removed from an email list.

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20 years of mediocre service finally comes to an end. For strings of all things. I play 5 nights a week for 20 years in Key West and change for every show. I use musicians gear because I only need 4 hours out of them. I order by the 2 dozen once a month. Second to last order was backordered then cancelled, so I ordered again and this time they were on sale. Backordered again. I running short now so I ask to match that price point with any other brand they have. Nope. Just strings dot com has been helpful before in a similar situation so my business will be with them from now on. Unbelievable that they couldn't accommodate a dozen packs of strings for a 20 year thousands of dollars customer.

Terrible experience trying to buy a new Fender Strat and Marshall amp. Long story short, I tried buying a "new and ready to ship" guitar 3 separate times and all 3 were used display models from Guitar Center stores that were damaged and missing parts. The amp was also a used floor model from the store with cosmetic damages.
The sales reps were really nice, apologized and promised each time that the next item would be a new one. They also give you their direct contact info but it's impossible to actually reach them directly (they don't respond to emails, no call backs, etc). I had to charge my credit card for each item since they can't just exchange it and took weeks for each charge to get refunded. There's also no way to speak to anyone in management or complain if something goes wrong.
What a terrible company. Had these bad online experiences with both Guitar Center and Musicians Friend (same company). They just try and unload all their used junk from the Guitar Center stores. Shop somewhere else!

I ordered an amp. 3 to 5 business days come and go. 10 days later I call UPS and they never received amp that was supposedly shipped. I call Musicians Friend and rep says let me call Guitar Center store it was supposed to have shipped from. Puts me on hold and 10 min later he says GC has no idea. He them tells me we have 2 options. 1 Wait for GC mgr to call me back or 2 Just cancel order. I went with 2. I then try to reorder amp and MF can't get order to go through. The amp was never in stock. Do yourself a favor and avoid these bozos. I learned a lesson. Wait until Sweetwater has said item in stock.

I've always shopped at Sweetwater- been happy with the customer service there. For some reason-don't ask why- thought I'd try musicians friend as they had a good price on and "open box" slate ML1. What a mistake. It was "no box" as in used I guess and no documentation including activation code for the software required to make the mic useful. Contacted Musicians "Friend" and got "shrug IdK maybe contact the manufacturer" anyway. Huge hassle to save a few bucks but lesson learned. Seriously-steer way clear of Musicians Friend. $#*! those guys.

Never trust this website or app for accurate information regarding inventory. Twice over the past year I have tried to order the same guitar, that was said to be in stock and ready to ship. Each time I get an email cancellation 5 days later. They have no customer service at all. Rude people that don't care about anything, assuming you can actually talk to a real person. I'm done with MF and Guitar Center. They are going down in flames.

Abysmal customer service. Bought a new amp that smelled weird and did not give me new vibes. I already see numerous reviews where people got used, bad models for new ones (guitars, amps, basses etc). Amp also arrived without power cord. Spent over $1200. My "agent" Shelby Whittaker, sounded like some edgy, snarky college freshman who had no training in customer service. Half the time she goes on a tirade about being treated poorly, the other half is her feeling she did an excellent job by sending over the missing power cord that will take 5 more days to deliver. But wait! The (missing) cord being shipped is free so excellent job according to her! So, spent $1200 on an amp that can't be played for a week unless I use my neighbor's power cord, and my "agent" was a snarky, unprofessional freshman. Never will I order from this sleazy company again.

Musician's friend has an institutional purchasing division. However, they are not skilled, don't seem to offer net30 shipping and payment nor do they know their own products. I was sold 30 practice drum pads and 30 practice pad stands THAT DON'T FIT the practice pads. Do they sell practice pad stands that fit? Of course they do but they didn't bother to properly place the order. In addition I was told I would be able to access net30 so I could have the items shipped while sending out payment. Instead not only did they not ship ahead of payment for our institution, they received the check and held is for 10 days before finalizing the order and sending it out. The process from order to receipt of items was 8 weeks. Entirely too long. When I tried to talk with someone about the issue I received no response from the company and was only offered a general email address in which to submit my concerns. I will never ever purchase from them again nor would I recommend them to anyone seeking to get quality customer service and competent assistance with any order let alone one that negatively impacts so many students as I experienced.

This company has really gone downhill over the years. Used to be great prices and great USA based customer service. They outsourced their customer service to India and now you'd be better off talking to a brick wall instead of them. Called for a discount on some studio monitors and they agreed to take 15% off. When she gave me the total, she only took the discount off one of them instead of the pair I wanted to order. When I tried to explain the situation, she had no idea what I was saying. This was after about 45 minutes talking to them. Told them to hold off on the order and I'd call them back later when I had time. They decided to go ahead and ship the order the next day without my permission at the higher price. I called them and told them to correct the price or send me a return shipping label. The guy I spoke to this time told me he'd look into it and call me back. A week goes by and no phone call or price adjustment. Filed a complaint with the BBB and they immediately got back to me and corrected the price. Just ordered a new $1000 guitar at full retail price and they shipped me one from a Guitar Center in Texas that was either a used or demo guitar. Came with a chip in the binding, scratches, and full of blemishes from the factory (should have been stamped B stock). It was a Schecter guitar and they sent it in a Fender Squire box with no paperwork or tools. Set up a return and canceled my credit card with them the same day. I've had a card with them for probably close to 20 years. I'd say 9 out of the last 10 orders with them have been bad experiences. I'm done. They used to be awesome, but they are now bottom of the barrel on how they treat their customers. As a side note, Guitar Center, Musician's Friend, Music & Arts, Woodwind Brasswind, Guitar Center Private Brands and AVDG are all the same company.

I purchased a new guitar head from them, over the phone as a gear advisor helped me out. He saved me a couple bucks on it, which was great - then told me in plain English that I would be rewarded 8% on the purchase in rewards points to use on the website. This was late December '21. Fast forward to February 3rd, 2022 - the head FINALLY ships (after being told it would ship first week of January) and I receive it several days later. I was overall happy with this purchase, and was patiently waiting for my points to be available (45 days after ship date is when they are supposed to become available) but that day comes, and my account still says "0". I give them a few days buffer, and around the 55 day mark I call. I speak with someone who tells me her "supervisor does not have an answer yet" and says she will call me back... now again, a week later, after spending 45 minutes on live chat I am being told this will "take up to 10 days"

Look, I'm a very patient customer - but this is my first time spending over 2 grand on Musician's Friend, and of course on the big purchase, they try to screw me over. I would never make a big deal out of this if the rewards weren't such a big selling point for me, and also due to the fact that I was promised by a representative of the company over the phone that I would absolutely be receiving them. I think from now on, I'll be moving my business over to Sweetwater or strictly local music shops. This kind of thing and having to fight tooth and nail for what I am owed is just not worth the time and stress.

Awful customer service…I spent hours with 5 different people who acknowledged that my rewards points were valid but they showed not available. I never got use the available points. I had done business with Musicians Friend for years but this after buying thousands for gear this was very disappointing and I will be buying my gear elsewhere.