musicMagpie

Warranty is worthless. Everything is OK with the purchase until something goes wrong. My phone developed a well-known fault with the screen flickering on one side. I returned it to Music Magpie in maintenance mode which is the normal thing to do and after 9 days they returned it to me insisting that I remove the Google account, which is unnecessary for a repair. I did this and returned it to them and it was 5 days before they even looked at it and then they send a copy and paste email to say it the fault has 'clearly been caused due to some form of accidental damage' but they are unable to say what accidental damage or provide any evidence of the accidental damage. The phone has never been dropped or damaged. It was a refurbished phone and so it is to be expected that something might not be right with it and hence the reassurance of the one year warranty, but it has proved to be totally worthless. I will now be taking this to the small claims court. Note also that they do not have a phone number and do not publicise an email address and only reply to about 25% of email replies and never within their promised 24 hours.

Too often items are damaged or the wrong item or not delivered. The company has very poor quality control and don't even talk about 'customer service'. AVOID.

Absolutely disgusted and furious with musicmagpie, terrible service, the phone I have sent in has gone missing and they are not bothered.
Customer service is dreadful!

I sold my iMac to Music Magpie, and booked a collection through them. They confirmed this date, and gave me a time between 9-5pm. 5pm came and went, and no one arrived. So I emailed them, and asked if they knew what had happened. They didn't reply, so I emailed again, at which point they told me to book another collection through their website. No apology or explanation. So I rebooked, and they once again confirmed the collection date and gave me a time of 8am-8pm. Once again, no one showed up. So I emailed them again, explaining what had happened, and they again offered no explanation. They asked me if I would like to instead book through their 'expedited' collection. They explained what this was, and it was exactly the same as the two bookings I had already made, neither of which turned up. So I asked them to cancel my order as I was so unhappy with what happened. They then said I had to do that myself, but if the order was already processed, they may not be able to refund me... Which was entirely unrelated to me because there was no order to process, because no one collected it. This went back and forth, with them ignoring every detail I gave them and sending me a useless generic response. I left a review on trust pilot and shock horror they responded almost instantly, saying they take situations like this very seriously, which is obviously not true. My advice to you, do not use Music Magpie. I can't imagine how they can he this incompetent, and I am so glad I never sent my perfectly good iMac to them, goodness knows what would have gone wrong if they did actually collect it.

Ordered from the seller through Abebooks. Com. Item never arrived, no tracking info provided. Reached out to the seller multiple times and they finally refunded the purchase cost but not the shipping, which Abebooks clearly states shipping costs are refunded if an item never arrives. They refused to return the shipping costs. Abebooks unfortunately doesn't really seem to have any customer service so they aren't doing anything about it either. Scam companies do not buy from them.

Ordered THREE items, Music Magpie send FOUR wrong items - have to return three items I ordered for refund? How? I want the correct items sent, not a refund, but I certainly don't want to be out of pocket for Music Magpie's mistake. Was the reply AI or just someone who can't read? Shopped 100s of items, this will end my custom, rubbish customer care.

MusicMagpie advertises delivery "by 1pm next day" for orders placed by 10pm. I therefore ordered a phone on 11 Feb and paid extra for the premium delivery by 12 Feb) - which would have allowed me to set up the new phone before going abroad on holiday on 13 Feb. At 1.13pm on 12 Feb I received an email - although the deadline had been missed "Your order will be delivered today!". The phone was not delivered as per the agreement and hence I am unable to receive the phone.
MusicMagpie wants me to apply to return the phone before they refund me but clearly I cannot return I phone which I cannot first receive.

I sent my perfectly working MacBook which was in excellent condition. I received a revised offer of £9 in comparison to the original £112 - this is because they claimed it has a cracked screen and it couldn't be restored. Thankfully, I took several photos before I posted my device which are clear as day there is no damage to the device. I sent my photos and asked for images of this "cracked screen" that they've found. They then sent me photographs of a perfect screen, I was in complete shock. I disputed this as anyone would but they continued to claim there is cracks which is absolutely diabolical when their own images did not show any damage. I demanded escalation and was told seniors would review it - a few days later I then receive another email stating the item is cracked and they will not change the offer. I was in complete utter disbelief. I proceeded to phone customer services as it felt like I was talking to a complete idiot. The customer service advisor and their senior manager then agree with me that there is no cracked screen and confirmed the device will be reassessed. I chased and chased for an update until today and they apparently still stand by their previous comments. As no one would accept this stupidity, I proceeded to call customer services again who confirmed there is no cracked screen but the device cannot be restored. I asked for images repeatedly which is a simple request, but the advisor said they couldn't provide these because it is confidential information and I am the public? Hearing this was laughable as it is MY device and it is MINE until any transaction is complete, I am not the public! The advisor, Lucas, was rude on the phone and wouldn't listen to my valid points. Firstly, they couldn't even provide simple images of the so-called crack and then confirmed it was an error on their end AND now they cannot take photos of the device not being restored? Surely this is a standard procedure when an investigation is ongoing?! How is it that they cannot even provide simple evidence to back their claims? They are absolute scammers and a complete waste of time. Idiots work at this place and they definitely do not employ any qualified technicians. I have now rejected their absurd offer and if my device is returned damaged or "not restorable" I will take this further to small claims court.

Music Magpie are jokers!

If you order 'playalong' music books - and the CD is missing how can you list the item on eBay as 'Very Good'? (The all important Alto Sax CD was missing - but the other instrument was there - see empty pocket!)

And the book btw, was decidedly tatty.

And how can you claim that having to visit a Post Office - just to get a label printed from a QR code they send you - is 'saving paper'. How? They're barmy - and it's clear they don't trust you to send it back.

Unfortunately eBay are complicit, because if you go through their complaint resolution they say MusicMagpie will send a prepaid label - then when the deadline arrives - MM tell them they have sent a 'prepaid' label when they haven't just the QR code - and you have no other option. This is what most people regard as a lie. And eBay are complicit. This is a shame, because eBay's complaints procedure was highly regarded - and they will not allow you to use PayPal complaint procedure - which has a much higher reputation.

This is what the Magpie clown, Camilla said in her response:

"The QR code replaces the old Royal Mail labels that we used to provide and this is a paperless way of creating a label.
Please take the QR code attached to this email to the post office on your phone, they will scan the code and create a label for your parcel."

Paperless.

Dear Reader - please can you explain how this saves paper? How can a label being printed by the Post Office (where I had to queue behind six others) instead of me, saves paper? Ludicrous.

So instead of being able to post it in a post box after you've printed it at home - you have to queue and wait, and wait and queue, and wait!

This Kafkaesque situation is an insult to Magpies - who are very intelligent birds - not many have the name of Camilla.

MM will soon be out of business.

Not so long ago the trading report for MM said: "MusicMagpie stock had lost almost 90% of its value since its market debut in April 2021 as a cost-of-living squeeze hurt sales."

So it's not just market conditions that will see them fail - but their own incompetence.

Be very wary of any 'book' purchases - try World of Books instead - and definitely don't buy any phone hardware with a 'guarantee' - they'll be out of business before you can say Jack Robinson.

Fly away discordant bird.

Postscript: On another site MM responded:

'Jodie' below, says "I regret to hear that your experience did not meet your expectations." - ("your expectations"! What about Jodie's professional expectations? It's an MM failure - not mine.) What does she know of my 'expectations'? - Except that I probably want a decent, efficient and fair service)? (Failure on all counts.) Unfortunately I only use MM as a last resort -So I don't have any "expectations" regarding MM. Reviews on TP are a powerful device for highlighting poor retail for others - especially as I read them too. No one can be in any doubt - like me - who believes that MM use the despicable technique of damaging phones when they are sent in - to their advantage. You just can't disbelieve all the reviews that mention this - search for yourself. Reviews on TrustPilot are a powerful spotlight on dodgy traders. I have myself had a run in with MM regarding trading practices - and reporting them to understaffed trading standards (as I did) is pointless. So well done TrustPilot. Also mentioned on other sites is MM's being "...good at getting poor reviews removed from TP". I believe they tried it with this one too.

Now I wonder why Jodie didn't give their usual response? They normally respond with:

"Did you know we also have a refer a friend program? When your friend signs up, we will treat you both to a gift card!"

I believe this is a manipulation of the stats that say they respond to a high percentage of reviews - and is not a sincere measure of their 'care'. Strange!

Very poor customer service because their replies never reflect the concerns raised in my messages, instead their replies are copied and pasted ready made replies that really don't correspond to much. Moreover, they never did issue me a refund for one order of five dvds and so after 11 days I contacted ebay who were brilliant in issuing the refund immediately. Shame on musicmagpie. Won't ever be purchasing from them again.

DO NOT SELL TO MUSIC MAGPIE

If you are thinking of doing it, please check 1 star reviews first and other site than Trustpilot
https://www.sitejabber.com/reviews/musicmagpie.co.uk
https://musicmagpie.pissedconsumer.com/review.html
https://www.reviewcentre.com/reviews*******.html

I am posting today to warn others after a two-week ordeal and the poor customer service received to date.

I send an Xbox series X paid additional to be covered (over £150) by Royal Mail Special Delivery guaranteed by 1pm next day, delivered on 13th of November at 10:00am only heard from MM on 14th late afternoon day and to my disappointment that the controller was missing and reducing their offer from £286 to £26 (which just cover the postage), after a vague investigation the supposedly misplaced controller was no longer missing but no explanations, apologies or compensation for how this has been dealt with. I was only told to accept the offer of £26 and that the difference will be sent manually. After clarifying the amount and process, I followed the instructions and MM have sent 2 partial payment but still short of £23.40 and when I queried this, their answer was "There will no amount that will be processed." I have gone back to them and no one is now replying back. MM does not give me any choice that to take it further to small claim court.

I decided to sell my kid's Xbox to MM after previously buying 3 mobile phones and felt they were a respectable business and like the sustainability element but I have really changed my mind and worried the phones have purchased have been bought in the very same conditions for them to make ridiculous profit. The Xbox I have sold is currently trading at £444.99.

I genuinely hope this review helps others and not make the same mistake I have made.

I have purchased from MM a few times in the past. When it works its great.
However if you have a problem, there mode of communication is entirely by email, you cannot speak to a human and there is no complaints procedure or escalation route or if you are dissatisfied.
I have grown weary of trying to have a conversation with them after over 5 weeks of emailing and thought it easier to warn others.

When you visit their website they look very professional and you trust them. BUT DON'T TRUST THEM AND DON'T SELL AND SEND ANYTHING OF YOURS! Royal Mail delivers with a signature but these people claim they never received the item and said it is just lost. My Ipad is gone for nothing... You just send your product into the void, and they sell the free second-hand products to other people. It is obvious that they tried to fit this fake system that they prepared in the document as Terms and Conditions. Never send anything to them.

If anyone has had a similar experience, just make a complaint on gov.uk under "Complain about a limited company"

I recently had a very disappointing experience with Music Magpie's customer service after my devices were stolen. While I understand that stolen goods can complicate matters, their handling of the situation has been extremely poor. Communication was abysmal from the start – it took days, to get any kind of response. When I did manage to get through to someone, I was met with unhelpful and generic replies that did nothing to address my concerns or move the issue forward.

I had expected a more professional and empathetic approach, given the circumstances. Instead, I feel like I am being pushed aside with no clear solution in sight. There was no urgency, no transparency, and certainly no effort to make things right. Overall, Music Magpie's customer service is leaving a lot to be desired, and I would not recommend them to anyone looking for reliable support, especially in difficult situations like this.

Just a warning to anyone thinking of using the Music Magpie SmartDrop Kiosk to sell their phone.

Just upgraded my wife's iPhone so she ended up with an iPhone 12 to sell, now don't get me wrong, a few SMALL marks on the outer case (at the bottom where it's unprotected) but a screen protector has kept the screen in perfect condition. CEX bought this as a B grade for £135, but I thought that I'd get a little more elsewhere so tried their kiosk, selling as Good for £152, good being defined as a "signs of wear on body".

First stinger. They take £30 OFF for using the SmartDrop Kiosk!

Second stinger, they offered me £54! Claiming the phone was POOR (defined as "heavy signs of wear").

So I stuck two fingers up at the machine and took it to CEX and got £135 cash.

Appalling customer service and total lack of interest when issues arise,
I am sure if everything goes to plan then the company is as good as any other. Unfortunately, when it doesn;t the customer service mentality appears to be "we are right, you are wrong so go away" Despite losing track of my parcel on a couple of occasions and, according to the tracking system still believing it is in the system. Music Magpie are blaming me for damage to a phone that was damaged after they had left my possession. The downgrade was from £80 to £7.50. I have exhausted internal complaints processes and issued a notice of intention to go to small claims, still awaiting a response (it's not the money it's the principle). From my experience they are a total waste of space and In future I would take my goods to the nearest cex, cash converters or whatever rather than trust this lot, Never again and having built a timeline of events I'm confident I will get my money eventually. It really shouldn't be this difficult.

I sold in my PlayStation 5, they offered me £20 for it, while falsely claiming it was damaged and had heavy wear, despite providing clean images and evidence of damage that music magpie caused they are being horrible to deal with.

They threw away my original PlayStation 5 box which isn't an accessories, only the controller, box and power cord was sent. With each new message they send it's clear to me that they use excuses to offer you £20 for a £350 console that is in excellent condition.

Not only have they damaged the brand new faceplate covers, they have dented my mint condition pink controller just above the headphone jack and have throw away my box which means I can only sell it for even less in to other potential customers.

Customer support is being hostile, evasive and down right horrible given the damage they caused

My only step now it to take swift legal action without delay. It is disgusting how they have treated me as a disabled person.

It's going to cost me £25 for face plates, £20 for a new a PlayStation box and £55 to the damage to the controller, everything was in excellent condition prior to shipping and when the item was shipped back to me not only was it not bubble wrapped, the controller and lead was lose in the box.

Not once did they show an ounce of sympathy or remorse for the stress and upset caused by their negligence

Please note that this is a review on trustpilot of music magpie (not an email) music magpie keep copying as pasting my reviews in to new emails to my inbox

In my opinion,Sandra from customer service very unprofessional, and have left me feeling very distressed and anxious

The damage and losses have cost me is a little over £100 to put right, it upsets me because I took care of all of my possessions and this is the condition they arrived back in.

Sent them an Apple computer via the courier service they recommmended. Item arrived damaged but music magpie will not investigate so I can therefore claim for compensation from the courier service for damage during transit. Instead have decided to imply that I tried to commit fraud by deliberately sending them a damaged product when stating it was in good condition. Unfortunately didn't take photos prior to packaging as used Music Magpie a number of times without any problems albeit through Royal Maill.
Did point out to them that the taking of photos is not mentioned in their packaging instructions and they do guarantee insurance but to no avail!
Loyalty or integrity means nothing to them!
Will not be using them again!
But make sure u take photos as apparently your word as a long standing customer holds for nothing!'
Now returned computer and it looks like it was dropped at some point! But apparently because the package it came in was not damaged then this can not have happened!

Bought a phone from music magpie after 2 faulty phones later the company, gave me my money back due to not caring, what customers think, and not bothering to provide a solution do not buy from them