"Have ordered a number of Ukulele's from this company and have always received prompt service and items ordered. Very good company to do business with."

"I ordered Smartscore X songbook edition. They didn’t ship it for almost 2 weeks and ignored the email I sent a little over a week after placing the order. Their order status page showed it was still “in process,” and the charge did not yet appear on my credit card. So I instructed them to cancel it while ordering from another vendor that offered online electronic delivery.

InstrumentAlley then shipped it over 6 hours after first responding negatively to my cancellation request. So they could have cancelled the order at that point without shipping it, but they chose not to.

I refused to accept it from UPS. InstrumentAlley gave me only a partial refund -- less a 20% restocking fee.

They claim that their terms don’t allow for orders to be canceled and include restocking fees for returns. My defense against that is that I didn’t see or read those claims when I placed the order. Sure, I checked a checkbox saying I agreed to the terms because I couldn’t place the order without doing so. But who has the time or patience to read through terms that often run for several pages and are often written in legalese. I looked at their terms on the day I disputed the charge with my credit card company (unfortunately the dispute was ultimately rejected) and they are 4 printed pages long!. So at the time of placing the order I never saw anything about how long it would take to ship the order (I assumed it would ship within a few days, not nearly 2 weeks later) or about policies/fees regarding order cancellations and returns.

They also threatened to charge me with a chargeback fee and send that to a collection agency!

Here is a detailed timeline

May 24 (Tuesday). Order placed. The order receipt email does not show any terms. Nor does it give any indication that shipping of the order may be delayed.

June 1 (Wednesday). I emailed inquiring when the order would ship.

June 5 (Sunday). I emailed my cancellation request after ordering a downloadable copy of the program from another vendor.

12:49pm NY time June 6 (Monday). They responded to an email where I told them to cancel. While they say it has “shipped,” the UPS tracking report (see below) shows that it didn’t actually ship until over 6 hours later. So they still could have canceled it at this time.

5:39PM NY time June 6 (Monday). Their email states a 10% restocking fee.

7:05pm NY time (4:05pm WA time) June 6 (Monday). UPS picked up the package from the shipper as shown on the tracking report which also shows that UPS has the package and is returning it to the shipper.

June 9 (Thursday). Charge posted to my credit card.

June 15 (Wednesday). Package received by UPS for return.

June 15 (Wednesday). Email states 20% restocking fee.

My overall opinion is their service sucks and I will never buy from them again.

"

"I'm Polish, Eastern Europe. The Internet made with full confidence that I could choosean American company INSTRUMENTALLEY of LOGAN /UTAH, where I found attractive, competitive prices offer to purchase the electro-acoustic mandolin OSCAR SCHMIDT OM10E WH.
On 06 / 08/2011 I made a request, on 06/10/011made a cash payment ... and at this stage, accidentally came across ahttp://www.resellerratings.com - the "overwhelming" opinions, undermine my confidence to InstrumentAlley ... and from that moment, anxious and even close to losing hope - I was waiting for any sign that foretells the coming of the mandolins, expected by my son.
THIS STATE, vaccinated by NEGATIVE OPINIONS CONTAINED HEREIN, PROVE a misunderstanding - unnecessary LOAD !
On 07/01/2011 I received the confirmation UPSP give the product. Already mandolin purchased on 07/05/2011 , in perfect condition - packaged in a hard case - came to my home in Poland!
If my, requiring additional effort from the dealer case, seen as a test of the level of customer service - it's all good conscience, I can put scores 10 in a scale of 0-10.
BEN from this place, I would like to thank you publicly for the complete fulfillment of the order and my expectations.
"

"I ordered a left handed 3/4 guitar off their web site, found out after I paid that the item was not in stock and was told it would take about a week and half before the item would be shipped. I waited 3 weeks and e-mailed the company several times before they told me it would not be shipped until the end of June and they asked me if I still wanted it. I said no and cancelled the order and bought my daughter a different guitar. Two days later I get an e-mail tell me my order was shipped. I e-mailed back telling them I cancelled the order and had purchased another guitar. They never bothered to respond to my e-mail. I would stay way from this company. Luckily my neice is left handed and i gave it to her."

"I ordered a dean dave mustaine RIP guitar from instrumetalley, and man what a hell of a guitar.
i got it home without an problems, the guitar was in perfect shape with extra strings, set-up and case for free.

also the communication was very good, every mail i sended i got a fast reply and an answer on all of my questions.

i did had to wait for a long time before i got it, but it really was worth the waiting.

the prices on instrumentalley are so low, that i really dont mind the waiting.

thank you very much and special thanks to ben who helped me.

Cheers,

Rick
"

"I bought a Gold Star GF 100FE banjo from Insrumentalley and received great sevice, price and fantastic intrument. I will happily buy my next instrument through them.
Barbara"

"I had a terrific experience with this online seller.

For starters they had the best price around on my guitar (Recording King ROS-626) and unlike other sellers, they weren't just sending me the guitar--they threw in a very nice hardshell case, new Martin strings, and a full setup.

The guitar was very carefully packaged and shipped to me within the promised window (I almost didn't see the part of the website where seller states to allow a few extra business days for setup, but that obviously makes sense especially around the holidays).

It arrived in absolutely perfect condition, already set up and polished. All I had to do was re-tune the strings (which were wisely loosened before shipping to prevent damage) and I was ready to go. The guitar is top quality, no flaws or imperfections anywhere. Same with the case. Certainly worth the very short wait for Instrument Alley to inspect and set up the guitar.

I also contacted the seller by their Live Chat feature to get an ETA on the shipment and they were very responsive.


All in all a great experience, no complaints whatsoever. I have a stunningly beautiful new guitar with a deluxe archtop hardshell case (and strings) for less money than I would have spent elsewhere on the guitar alone.

I'll gladly do business with them again and highly recommend. "

"I ordered an Eastwood Guitar & Case from these folks. I paid the average price for the guitar, but an Eastwood Guitar Case came with it for free, so that was a big plus right there in terms of savings. A $20 discount was available at the time I ordered so that was another $20 saved. FedEx Ground Shipping was offered free as well.
It took about a week to get my order processed and shipped because of the X-mas shopping season, but communication back and forth was good the entire time. The package arrived on time, and undamaged. As an added bonus, I found an extra set of D'Addario guitar strings, a Danelectro Reverb, and a guitar cable had been placed in the case with the guitar too.
Bottom line... This guitar costs $600 everywhere else for the guitar alone. I paid $579 for the guitar, the case, a set of strings, a Danelectro Reverb, a guitar cable, and got free shipping to boot. I call that a good deal!!!"

"Very disappointed with this merchant's service. I ordered a cool tweed ukelele case for my wife for her birthday and paid nearly as much for overnight shipping as the case itself to make sure that I got the gift in time for her birthday which was 4 days away. Well, on the day of her birthday I found out from Fedex that the merchant never delivered the package to the Fedex depot despite having registered the shipment with them. After several phone calls as well as emails I have yet to hear a response from Instrument Alley regarding my refund since I had to cancel the order and buy from a local vendor where I could pick up the case in time for my wife's birthday celebration. I've even alerted my credit card company of Instrument Alley's inability to render services paid for. I would not recommend any one deal with this company. If you pay good money and in good faith for a product and a service, then you shouldn't have the headache of chasing after someone because you got ripped off."

"UPDATE: The rest of my order (placed November 6) was shipped November 23 and received November 26. So I ultimately got everything I ordered and at a good price. I chatted with a different service guy on November 23, who was more helpful and courteous.

ORIGINAL REVIEW (11/18/2010): Ordered banjo and accessories. Banjo shipped from original manufacturer, which I received a few days ago, and the accessories (guitar and banjo strings, capo, 5th-string capo, damper, picks), have shown "shipped" since the same time, but I have not received them. Service is evasive and disrespectful. I received no response to the chat message I left yesterday morning. Here's my chat from last night. I particularly liked the statement, "The order has shipped, but the accessories have not." [I will update this review when I actually receive a tracking number and when I actually receive the balance of my order.]

Chat with InstrumentAlley.com (11/17/2010):

Manuel: [16:59] Hello!, thanks for shopping with Instrument Alley!
Bob Martin: [16:59] Order 18611 - I received the banjo, case and strap direct from the manufacturer, Goldtone, but did not receive the other items ordered.
Manuel: [17:00] They will be received separately
Bob Martin: [17:00] Understood. But I have not received a UPS or other tracking number for the second shipment, although the order page shows it shipped.
Manuel: [17:01] Yes, the tracking will be in your account when the items ship.
[17:01] You should have them next week
Bob Martin: [17:02] Appreciate your help, Manuel. You say the tracking will be in my account when the items ship, but my account shows that the items have shipped, and I have no tracking.
Manuel: [17:03] The tracking for the accessories has not posted to yoru account yet
Bob Martin: [17:04] Understood. But the account has shown for several days that items have shipped. Have the items shipped or haven't they? And if they have, where's the tracking info?
Manuel: [17:05] It shows the order has shipped, which it has. The accessories have not. When they ship the tracking will show up in your account...
[17:05] I stated this two previous times during this chat
Bob Martin: [17:05] Manuel, I don't mean to be a pest, but I am looking at my account page, and it shows--as it has for several days--that the accessories have shiped.
Manuel: [17:06] They have not shipped yet. When they go out, the trackign will post to your account. This shoudl be in the next day or so
Bob Martin: [17:06] OK. Thanks, Manuel.
Manuel: [17:06] Is there anything else I can help you out with today?
Bob Martin: [17:06] Nope. Thanks, again. "

"I think this place is run by a guy from his mother's basement. They claim items are in stock and then after you place the order they contact you and state it is on back order and will be shipped "in a couple days." Three weeks later still nothing. When they are contacted they act like they could care less if they have your business! Customer service is a joke! They even go as far as making fun of you. Order from someone else and rest easy."

"I ordered a guitar on May 2, and nothing showed up. Every time I inquired, the owner Ben provided a date but nothing ever happened. I canceled on Oct 2 after five months.

I checked Utah BBB (below) and he has C+ rating with 22 complaints. Check other complaint sites below where Ben calls paying (or trying to pay) customers "crazy", "punk", "irresponsible".... If you want to tolerate that kind of abuse to save a few bucks, this is the right store for you.

http://www.bbb.org/utah/business-reviews/musical-instruments-dealers/bcp-sales-in-logan-ut-22003955

http://www.complaintsboard.com/complaints/instrumentalleycom-c142132.html

http://www.banjohangout.org/forum/archive-viewer.asp?TOPIC_ID=67115

"

" I normally hesitate to purchase instruments sight-unseen, in this case I am extremely satisfied. I received my order within 3 days, shipping and tracking information was emailed to me almost immediately.
I would certainly recommend Instrument Alley."

"Bottom Line Up Front: Very cheap prices, but terrible service. They'll eventually make good if you stay on them, but it seems like they don't do anything until you contact them to complain.

Not terribly impressed. I ordered an out-of-production item from them because they claimed to have it in stock. They were quick to email me and offer a substitute product from the same manufacturer (at an excellent price). I told them to go ahead and make the change. They sat on the order for two weeks. When I emailed them to ask the status of the order, they told me at was already shipped, but the postmark date is the day after I emailed to complain. Likewise, when the order arrived, they had charged me for the original (more expensive) item. I had to write back three times to get a response. When they finally responded, they told me that they had already refunded me the difference, but the transaction posted the same night they emailed back."

"Buyer beware. This is not a fully functioning regular business. Many of their "In Stock" items are NOT in stock, but rather, are ordered when you order. Their claim of shipping in 3 to 5 business days is ridiculous, let alone the fact that they didn't even manage that in my case. The price may be good, but be prepared for a LONG wait. I have been waiting 8 business days and have been told my items are "Shipping today". I'll believe it when I see it.

Update: Next day... Epic Fail, they did not ship. 7.5 business days after order."