"I ordered an ESP/LTD bass guitar from InstrumentPro via the NewEggMall website. The packaging of the first instrument they were going to send me showed some damage, so they inspected the instrument. The bass had some body damage, so they ordered a replacement from ESP. About a week later, the replacement arrived from ESP and was promptly shipped out to me. During this time, customer support was responsive and helpful."
"The biggest reason I will use instrumentpro.com for all of my future gear purchases is the excellent customer service.
The items I purchased were oversold, the manufacturer discontinued them, Michael Lee spent more time than I would have expected on my issues. After he followed up with the manufacturer, he researched a replacement item for me. The usual website would have dropped the ball- not you guys!
I could not have been happier with the whole process. Michael impressed me, your site impresses me, and I will let everyone I know about this!
THANK YOU!
DOUG"
"I was shopping for a Roland VP-550 and I found it at instrumentpro.com for half the price compared to other stores. However, after reading some of the reviews, I was hesitated to call and order. I read a positive order though and it made a lot of sense to call and talk to them. I called and talked to a nice guy called Carlos. I asked him if they had the keyboard in stock and double checked the price too. I also told him that I needed it in 10 days max. He assured me that they had it and that he would ship it the same day. I believed him and placed the order and received the tracking number on the same day and recived the keyboard on the fifth day. I was very happy with the purchase and the salesman was very nice and honest. I recommend this store and I will probably buy again from them."
"I looked at a lot of these reviews on this site and I was a bit reluctant to order from these guys, but I like to always form my own opinion of things. First I did some research on the Zildjian A custom Avedis Pack and it was about $70-90 more than other sites like Guitar Center and Musicians Friend. They were offering a free 18'' crash and free cymbal bag at $650 opposed to the standard (hi-hats, 16'' crash and 20'' ride here at InstrumentPro). So I decided to call them. Not only did Mr Carlos Suarez match the price, he gave me 10% off, and gave me the same A Custom pack that the other sites had. He did seem to have a little attitude in the beginning of the conversation when I had him compare and try to price match a Sabian pack, but his intent was to explain why he couldnt match some of the other companies and also to ensure I was satisfied with what I needed and wanted. He told me they didnt have it in stock and gave an approximate timeline of when my package would come. After about a week and half (2 days longer than when he estimated), my package just arrived and Im happy. My wife says I was being impatient. I cant say it will work out as smooth for others, but it served justice to me and my needs. Thanks Carlos. You're still the man."
"I read all the bad reviews and decided to risk it, since the price this online store offered was so much better than anywhere else. I bought CASIO AP 620 digital piano from them. I am extremely happy, got it delivered directly from the manufacturer within 4 working days. I am so glad I chanced it. I'd recommend calling them since the website can indeed be dated and does not always reflect current stock. They were pleasant and responsive in my contact with them."
"Carlos Suarez is one of the best Sales Engineers employed at Instrument Pro. I told him the issue I had and he gave me a better solution! Upgraded my order!! Thanks again Mr. Suarez and you shall hear from me again!!"
"I recently had the pleasure of doing business with the guys from Instrument Pro. I was looking for a lefty double pedal that no other stores seemed to have available. I contacted several national music stores and received the same comment that my pedal is a "special order" item and I would not be able to get one for approx. 8 to 12 weeks!?!?!?!? I came across Instrument Pro among all the other stores online and figured I'd give them a try. Well, I'm glad I did! The very polite, helpful and professional sales rep Mike Lee not only was able to get me what I needed, but was able to deliver my product to my door in 2 days from California to New Jersey after placing my order. Unlike other stores, Mike from Instrument Pro treated me like a valued customer and really cared about my satisfaction with the product. He went out of his way, above and beyond to take care of me to get me my product as quickly as possible. Every time I call him with a question or advice, he helps me out and takes the time without rushing me off the phone. Where else would you get that kind of personal service? You guessed it...Nowhere! That's why I buy all of my stuff from these guys, because they really do care about great customer service! Instrument Pro...That's all you need to know! "
"GREAT BUISNESS I ORDERED A HOHNER HW300CE FROM INSTRUMENT PRO AND CALLED TO SEE IF IT WAS IN STOCK THE REPRESENTATIVE (MIKE) WAS SO NICE AND HE HELPED ME THROUGH THE PROCESS HE WNT AND LOOKED FOR THE GUITAR FOR ABOUT FIVE MINUTES, AND TOLD ME THAT IT WAS OUT OF STOCK. HE SAID HOHNER WAS MAKING A DL500CE AND A DK500CE THE GUITAR WAS SELLING FOR $350.00 EVERYWHERE BUT HE WOULD GIVE ME THE BETTER GUITAR FOR THE SAME PRICE OF $199.00
THIS IS A GREAT BUISNESS REALLY HELPUL HOPE TO BUY FROM AGAING IN THE FUTURE"
"Just about the worst place to shop online, ever. Misleading ads, CS that doesn't get back to questions, even with open orders, combative attitude, forced me to open PayPal claims and to escalate. Not only would I never, ever buy anything from them again, but I'll tell all my musician and tech friends the same. BUYER BE WARE - WHATEVER MONEY YOU THINK YOU'RE SAVING, YOU'RE NOT!!"
"I wish I new about this site before I ordered from this company. Here I am in March 18th still with no merchandise. I also had them say they would refund my money that day and still no money. Paypal will not help. I have lost $500 to this rip off firm."
"DO NOT ORDER FROM THIS STORE EVER. YOU HAVE BEEN WARNED!!!!
I ordered Gibraltar GIB9611DDD bass drum pedals on 23-Jan-2010.
Received email from Paypal confirming purchase that same evening and also recieved email from Instrumentpro.com that same evening stating: "In order to expedite your order we have issued a drop ship request directly to the manufacturer. The manufacturer will ship this product out to you and forward the tracking information directly to us within 24 hours of shipment."
After waiting two weeks and never getting a tracking number I called InstrumentPro.com to find out the status of my purchase and was told by a representative "that my product was back ordered from the factory and should be available in another week".
I waited another week and still heard nothing from Instrumentpro.com, so I went on their website and filled out the online order cancellation form on 2/14/10.
I waited another week and received no response to my online order cancellation. So on 2/23/10, I called Instrumentpro.com again and was told by a representative that my order had not been canceled , but that he would cancel my order since the product was on backorder.
I waited three more days and still had not received my refund to my Paypal account, so again I called InstrumentPro.com (now for the fourth time) and this time was told by a representative "Who ever did your order cancellation did not refund your money, but I will get right on it".
As of now I have still yet to get my monies refunded to my Paypal account."
"Horrible customer service, immoral buisness practices, i hope this company goes goes out of buisness. The worst company i have ever bought from over the internet"
"I ordered a Casio PX 110 through AAFES.com’s online mall from this company. I received an order number confirmation soon after, then I waited a couple of days to get a tracking number. After about five days I called inquiring about the order status. I was told that the PX-110 had been discontinued and that their web page at the AAfes site had not been updated. I was told that I would be receiving a PX 130 instead, drop shipped directly from Casio, and that I should be receiving a tracking number in a few days. So I waited. In the meantime I started researching the company online and came across a lot of negative reviews. After a few more days I called back and was told that the item was on backorder and that an email would be sent to Casio to see when the item would be available, and I would receive an email as soon as that status was known.
A few more days passed and I didn’t receive an email. So I called again and left a message, no one called me back. So I called AAfes and asked them to look into it since this company was on their site. Aafes in usual form, never followed up with me. So I called Casio to find out if the item was in stock (according to the rep the PX 110 had not been discontinued and was in stock and so was the PX 130) then armed with this new information I sent an email to IP. Later that same day I called again and nagged and nagged until finally I got a hold of someone who actually followed up with me and soon provided me with a tracking number.
The original order number that was first emailed was different that the number provided with the tracking number. So I'm thinking that they had to create a new order in order to get things moving since the original item that I paid for was “discontinued”.
To my big surprise I did receive the Casio PX 130 a few business days after receipt of the tracking number.
This company would have a lot of happy customers is they would just update their online information, follow up with customers and provide timely service. The price was right on, and I’m very happy with my piano. The customer service folks that I spoke with were never rude. But there seems to be a great deal of mismanagement and lack of organization in that company. I would not buy again from this company because although I am very happy with the piano I didn't like the lack of communication. Had I not been proactive I would probably still be waiting for the piano.
Pro: Great selection, good pricing, free shipping
Cons: lack of communication, organization
"
"As the other reviewers wrote....AVOID THIS MERCHANT!!!...unless you enjoy receiving FED-EX ship notices that remain at the "Electronic Invoice Received" stage, but FED-EX never updates that they actually RECEIVED a package. You may actually end up getting something, but the amount of angst and work waiting on hold for customer service is not worth the effort. I bought from this company despite the warnings because it was a neweggmall.com marketplace vendor and I had always had good luck with newegg. Take a look at samedaymusic instead!"
"WARNING! AVOID INSTUMENTPRO AT ALL COST! This has got to be the worst online store. DO NOT TRUST these people. I 100% agree with mgear above. INSTRUMENTPRO does NOT indicate that their product is OUT OF STOCK. I ordered a Samson Direct box on 10/14. After 2 weeks I have not recieved the product. I then tried to cancel it, which BTW you can only do via an "online form" that you fill out. You CANNOT CANCEL via phone for God knows why. They are also VERY RUDE on the phone. They said I can no longer cancel it because it's already SHIPPING FROM THE VENDOR. In fact, when they emailed me a status email (after requesting over the phone that they send me status), it indicated that the product is "ON ORDER WITH THE VENDOR". When I complained as to why they cannot cancel my order despite the fact that the status email that they sent me says clearly that it's still "ON ORDER WITH THE VENDOR", they said that it's too bad that I didn't know what they meant by that. In fact the email even stated that the item will be shipping on the 27th. I sent my cancellation form on the 23rd and called them on the 26th to make sure they are processing it. Yet, they refused to cancel it.
They basically dupe people by NOT STATING that ITEMS ARE NOT IN STOCK because they probably have to order them their products from the manufacturer which can take another 2 weeks. I then called the "customer service" number. I spoke with Tony who was supposedly the "Customer Service Manager". I explained to him how not indicating that products are out of stock and NOT telling customers that it would take another 2 WEEKS since they have to order from the manufacturer is deceptive.
YOU HAVE BEEN WARNED. DO NOT SPEND YOUR HARD-EARNED MONEY on these people. I HOPE THIS BUSINESS DISAPPEARS because it only preys on first time buyers WHO WILL NEVER BUY AGAIN FROM THEM ONCE THEY HAVE BEEN DUPED!"