Music, Instruments, CDs
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"I initially had a mixed opinion of Musiciansfriend.com. I made a large order that included 2 guitars. I had to go back and forth with them about whether or not the Ovation guitar I wanted was in stock. Finally, it was shipped out....only without my amp. To be fair, it appears likely that it was UPS's fault. from the ACTUAL result of the transaction, I would rate it about average. HOWEVER, based on the incredibly responsive, friendly, sincere and truly helpful customer service staff (in particular Tom, John, Danson and especially Cassie), I now believe that this was just an unfortunate turn of events. Although I've yet to recieve the missing amp, I recieved immediate assitance and other "complimentary service" (I will not be more specific--I know there might be those out there who might take advantage of their sincerity). ALL-IN-ALL, THIS IS ONE OF THE VERY, VERY FEW COMPANIES THAT STILL UNDERSTANDS THAT CUSTOMER SERVICE IS OFTEN WHAT BRINGS CUSTOMERS BACK (not to mention that their prices are also pretty incredible)."
"Purchases a timpani dust cover after having one get lost from a borrowed drum set (borrowed from a local high school). Arrived promptly, packaging all indicated I'd received what I'd ordered. School was out for the summer, so the band director didn't open the package until he was back for the fall. What was in the package was not what should have been (ordered a 23" long cover, a 29" short cover was in the package). After numerous emails, they refuse to exchange this item pointing to their 45 day return policy. I find this most unsatisfactory."
"Ordered twice from them in the past week. Both shipments arrived promptly. Although they didn't email me with a tracking number for the 2nd order like they did the 1st. I had to find the tracking information on their website (which was fine, but automatic email is convenient). I managed to get a Telecaster HH Blackout for $250 new. Subsequent purchases were strings, picks, and a generic case. Overall I am pleased with them and will do business with them again in the future provided the price is right ;)"
"I ordered a Fender standard fat strat for $295 after coupon - good price versus the usual $370. That was Thursday, and I was told it shipped Saturday, but I never got an e-mail with a tracking number. I had no problem getting it from their customer service though; I was very impressed with how quickly my call was taken. They advertise a 24/7 help desk, and I called once at around 2 AM Friday morning and was greeted by someone who spoke good English within a few minutes. However, like many have complained about here, the guitar (which came in about a week, packed extremely well) was obviously used. I admit I'm extremely picky about my stuff, but there were scratches and other blemishes on the pickguard, and there was wood finish on the white parts of the neck, which made me wonder if they reapplied finish to it for some reason.[EDIT 11/07]I called Musician's Friend for an exchange on 10/22 and they immediately gave me an RA number after I told them what was wrong with it. They even e-mailed me a prepaid FedEx label to ship the guitar back when I asked if I was going to be reimbursed for shipping! Shipped it 10/24 and received the replacement guitar today. Not brand new, but much better than the first. I'm extremely satisfied with this company - their customer service is top notch! Much better experience here than with Guitar Center (long story - waited 4 weeks for a guitar and was sent the wrong one)."
"I am very displeased with Musicians Friend. I placed an order for a Yamaha trumpet in JUNE and they kept putting it off and putting it off and finnally it came in late August but when we opened it up there was a blemish from the factory. We sent it back and again they keep putting it off. I haven't gotten it yet."
"I purchased a Les Paul Reissue custom shop guitar. My main problem with Musican's_Friend is how poorly they pack expensive and heavy items. They shipped my $2,500 guitar in a box that TIGHTLY_FIT the guitar case. with NO padding. The guitar arrived damaged. The replacement they shipped, which they PROMISED TO BOX CORRECTLY was shipped the the same way and the 2nd guitar was damaged too. The UPS shipper saw one of the boxes and has told me they will be denying any claims due to Muscian_Friend's poor packing. I am now buying the guitar from another merchant who i know has packed items well in the past for me."
"Placed an order on 5/16 for a guitar, string, tuner, carrying case, and picks. Complete order was shipped the next day and I received it on 5/18. Everything was in new condition as stated on the website. I had no problems what so ever and would order from them again. "
"Disaster. Ordered a scratch and dent item--two weeks later told it was backordered (how can you backorder a dent?) Then cancelled and ordered new version of same item. In a week, received both items and both were charged to my credit card. Wants me to pay to ship THEIR mistake back or they won't refund my purchase. Never again."
"I was very pleased with the stuff i bought from musiciansfriend. everything was well packaged and came very quickly, especially the drum set, which i figured would take a while. both items were previously used, and one (the drums) showed obvious signs of use, but the other (electronic keyboard) was like new. i'll definitely buy from them again."
"I have been purchasing from Musician's Friend for about three years now. I have never had a problem with them until recently. I have ordered everything from an electric guitar to computer hardware down to guitar strings and have always received excellent, reliable service.Unfortunately my last order is perhaps the last I will make from them. I ordered a relatively expensive piece of hardware from them. The price was the lowest on the 'net with free shipping to boot. It took four (business) days to arrive via UPS ground. To my dismay the product was previously opened and not in "factory sealed" state. The chords were re-wound, the packaging was sort of dishevled, the manual was wrinkled from someone obviously thumbing through it, the unit's presets were not at "factory" state. All in all, not a new item like I expected I was to receive.I have no problem purchasing "slightly used" equipment if that is what I know I am getting. I do have a problem paying full price from an online outfit when I can get slightly used on eBay for much cheaper. Completely unacceptable, not to mention I am out $15 for return shipping.Musician's Friend makes no attempt to categorize return items from new items on their site. Only when a unit becomes slightly damaged does it become a "chip and dent" special.Their 45-day return policy is a double-edged sword. It gives you the piece of mind knowing you have time to evaluate the item. On the flip-side you never know if you are going to get something someone has played with for a month-and-a-half before returning it. Musician's Friend, at least clearly mark return items as return items and sell them at discount!I cannot be confident purchasing a large item from them again."
"I ordered a Tascam US-2400 DAW Control Surface and it arrived all scratched up right near the spot where a user might rest his/her wrist (near the faders). I can't be certain but I would guess the previous owner wore a watch. This would actually be almost acceptable but for the fact that I paid the FULL price and received a BLEMISHED product. Also, the power supply and USB cables that were included were obviously not "Factory" packed, they were simply wound up in a ball and stuffed into the box. So I called their customer service, who assured me that all "New" product is ACTUALLY new. I don't believe it. If you are thinking about buying from Musician's Friend, think about the fact that you cannot SEE what you will be buying before you plunk down your $$$. Then, spend your hard-earned cash ELSEWHERE."
"This was the first time I purchased anything on musiciansfriend. I bought 3 things for a total of $208ish with free shipping. My $60 microphone was broken on arrival and when I looked at the return policy I noticed it was a bit vague. In order to return the broken mic I have to gather up everything I was shipped (or so the policy suggests) and send it back, risking damage and wasting time; that is unless I want to pay the 15% restocking fee ( For a broken piece of equipment ). To clear up this possible misunderstanding I emailed musiciansfriend 4-5 days ago with two email addresses and checked them twice, just to make sure that my question about the return policy gets through and still no response. I am still waiting with a broke product and risk of getting screwed inching ever closer to my ass."
"Fast shipping, reasonable prices. I ordered a guitar stand and it arrived when expected. It would have benn nice if it had been in a box inside the shipping box."
"This company isn't what it used to be. Although I've made large order with this company in the past, this was my first time dealing with their customer service department at such length. UPS apparently lost the package in transit (which happens, I guess) and Musician's Friend refused to help. They offered no refund or reshipment, saying that "once it's handed to UPS, it's no longer our problem." I spoke to UPS, and while they were sympathetic, they told me it was the shipper's responsibility to start the trace file the applicable claim. 4 phone calls later, and Musician' Friend has finally agreed to start the trace."
"Smooth transaction. Item arrived just as described and at a great price. They also didn't overcharge for shipping like many other online stores. I guess some things are better to buy in regular stores, but my mini bongos arrived just fine. "
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