"I was hesitant to order from instrumentalley after reading reviews. However, I decided to take a chance. In the end, I received my order in about 10 days, and all went well. Some helpful hints... The "chat" button does not work. No one monitors it. No one will respond. "Ben" WILL respond, if one messages through "****@****". This company uses a different business model as compared to others. HQ is in Utah, but my item was shipped from Florida. In essence, you place an order, then wait. You won't hear anything until the item ships. That could be over a week. So... the company is real. I got my item. I am satisfied."
"I ordered a Lace brand prewired pickguard but by the time my order was processed, they were out of stock. Ben, at Instrument Alley, texted me and worked hard to get my order done and shipped. The customer service is OUTSTANDING. My only regret is that I can't give them more than 5 stars. Way to go Ben."
"Ordinarily when I purchase an instrument case online, I don't expect any real customer service beyond just confirming shipping details and receiving my product within a reasonable timeline, but Ben went above and beyond by following up with me about the exact model of banjo case I was looking for (as there are about 8 different variations to fit different styles/sizes of Gold Tone tenor banjos) just to clear up any possible doubt. After this, I received the case in the mail within just a few days, packed very well. The case itself is a top-notch product that has kept my banjo safe while flying to and from my gig in Amarillo, TX, but I'm even more impressed by my experience with Instrument Alley. I will certainly purchase from them again, and I highly recommend anyone do the same! "
"I purchased a banjo for my son. They have great prices for quality instruments. If you have a question they answer almost immediately! Very Happy customer!!"
"I purchased a guitar on their web site which they showed to be IN STOCK. I paid for my purchase via pay pal which pays the seller up front for the purchase. Turns out the guitar I purchased is not in stock and is back ordered. I have notified these people via email and telephone message that I wanted to cancel my order and asked them to PLEASE refund my pay pal credit account for the full amount of my purchase which they don't have in stock. I haven't heard from them yet. They have not returned any of my calls or responded to my email. I'm working with pay pal to get this straightened out but, I'd rather work with instrument alley if they would just have the courtesy to communicate with me and make things right."
"I ordered a Seymore Duncan pickup bundle on Amazon. Amazon screwed up the order and only sent the pickup. I contacted Ben, at Instrument Alley and he was wonderful. He did an outstanding job of communicating with me and let me know he would take care of it and he did. I would highly recommend Instrument Alley. The acoustic pickup sounds awesome going through my Supro Delta King 10 amp. Now I am ready to start making music"
"so, I purchased a product from this "company" online, received a confirmation email and later received a 2nd email informing me the product I bought would not be available for 90 days !!
Then, during an email back and forth to get my order cancelled, "Ben" of customer " tried out his comedy/sarcasm routine on me, accusing me first of being blind, and drunk...nice customer relations there "Ben".
If Nancy Pelosi had an online business it would be this one."
"I bought a mandolin from instrumentalley.com and I am extremely satisfied. Their customer service is exceptional with emails or texts guiding and informing me throughout the decision making process and when I finally placed the order.
The mandolin was shipped and arrived in perfect “ready to play” condition. I will definitely use instrumentalley.com for my future musical purchases."
"I ordered an instrument that said it was in-stock and ready to ship on the website. The following business day, the business owner sent me an email saying it was out-of-stock and would take 4-8 weeks to get in-stock. I sent two follow-up emails, asking about the order status and if there were any alternative options. I wanted to know what my options were so that I could decide if I wanted to pursue the order or find another vendor. I never got a response to either of those emails. After almost 7 weeks, I looked around and saw multiple complaints of calls going unanswered, etc. I never got a response until I opened a complaint with the BBB. Then the responses were rude, the owner replied by misstating facts in such a way as to make it look like he had actually responded to my inquiries, or that I had only contacted him once. Then when I asked again for a status update, he cancelled my order. As soon as the order was cancelled, I found another music store that had the instrument in-stock and shipped it right away, so I don't think he ever tried to come up with a resolution to the fact that the website said it was in-stock and ready to ship when that was nowhere near the case. When he cancelled the order, he deleted it from my account history so that I could no longer view the details on the website."
"I recently attempted at buying an Airline 2P there; without reading (or even searching for) 'dealer' reviews because their online shop looked so legit; 1-800 number, email contacts, perfect institutional look et cetera. Instead, it was the filthiest trap of all.
The only positive thing about it is that they didn't charge my card (yet) as they claim they only do after shipping; which I barely believe to be true. In my case, anyway, the card wasn't charged. I tried contacting them several times to no avail; emails not-replied to, phone calls go to a full-voice mail that stinks like death. You get the drift; it's a scam. Probably not conceived from the get-go to be one, but certainly has become one - typically rotted business that went south for many a-reasons. Stay away!"
"Rude, never sent my guitar and then haven't refunded me yet."
"TOTAL SCAM SITE! HOW THEY ARE NOT IN JAIL FOR FALSELY ADVERTISING every item in stock when its all back ordered or totally unavailable is beyond me! DONT do business here bc you wont get your item, they WILL take your money long before anything ships (although it will NEVR ship) and no matter how many times you send messages emails and chats they dont respond purposely! Guys I mean no communication at all! They will not reply to my emails or calls. They say they wont bill til order ships but thats a complete lie. I REALLY wish I had only checked this site first i would not have ordered from them. Asfter a few weeks of trying really hard to reach them going out of my way several times a day... still have no answer on when my order will ship"
"I ordered a package, then got an email e days later saying it was a preorder and wouldnt be available for 2+ months. I asked them to cancel the order and they only refunded me part of the payment! Its been 5 days of me emailing trying to get an explaination and the rest of my refund with no response. Will never buy from this place again."
"Purchased the Tenor as the price was great/with case. Then I read some reviews. Some are happy some arent. The site said Pre-Order so I assumed they didnt stock it. Im not going to die waiting a little while. So only two weeks later today I get a beautiful well packaged Tenor guitar. I realized the owners can only give info back to customers when the owner gets the info! Im sure hounding them wont help. So Thanks to Instrument Alley it was worth the wait! Regards George"
"Bought a Dean Palomino from them due to a very good price. Since their reviews run from awful to great, I was anxious about placing the order. But, since I didn't need the guitar right away, I figured it was worth taking a chance. Reading other reviews, they seem to come through, given enough time. Placed the order on a Thursday night and had the guitar in hand the following Wednesday afternoon."