"Item i purchased was described as new Lakota Leathers guitar strap. Item i received was not new, probably not from Lakota Leathers since it does not have their logo, which is always impressed on their products, and scratched and damaged.
This is definitely last time I purchased anything from SamAsh."

"Ordered bass strings, received the wrong strings, and Sam Ash will not let me exchange for correct strings.

I ordered the strings accidentally. They were unopened with all original packaging. I only wanted to return them for the strings I intended to order. That should not be an issue, especially considering the Sam Ash return policy:

Your Satisfaction Assured!
We truly appreciate your business, and we want you to be 100% happy with your purchase. However, we know that one of the drawbacks of internet shopping is that you can't try something before you buy it. That's where our money-back guarantee comes in. If you are not completely satisfied with an item, for any reason, you can return it within 45 days of the shipping date for a complete refund of the merchandise price.*

Please note: Products in these categories CANNOT BE RETURNED once opened:

Software
Hardware with included software such as recordin audio interfaces, digital mixers, USB and MIDI controllers, computer-based DJ systems and DJ Controllers
Copyrighted Items: Books, CDs, DVDs, Sample libraries and blank media
Tubes, Stylus Needles, Harmonicas, Ear Worn Items, Wood or Plastic Recorders, Reeds or Fog Fluid.
We stand by the products we sell, and we'll certainly stand by you as well!

The return policy is scam. Mr. Jonathan Kirkland refused to allow an exchange because he decided that I was at fault for ordering the wrong strings online. Do yourself a favor and buy from a different company. Even Guitar Center would have done better than these guys."

"Needed a case for a Firebird with banjo tuners. Did the research, entered a search by the part number and found Sam Ash had it in stock. They sent it along very quick and it arrived with tracking faster than I expected. Was the exact case for my Firebird and it fits perfectly.
Thanks Sam Ash and Crew!!"

"Would give them one star but maybe different with a different Ash store.
When I called on the phone they were cheerful and said they'd help me with electric violins
and I could even try to play one. Not so much! B.S.

Went I went there, the guy at the front desk smiled and sent me to guy at the back of the store. There I asked this blonde guy, who looked sleepy. He just pointed across the room to a wall and said, "over there" and went back to whatever. He didn't offer any help. I went where he pointed, but knowing nothing about electric violins, wasn't sure where they were among the fifty or so instruments hanging on the walls. There was noone near to ask. So I went back to the blonde guy's station but he wasn't there anymore.

I looked for someone else, but when I asked another guy who worked at Sam Ash, he just
said it "wasn't my department".
Went back to the smiling guy at the front of the store. He said "I'll get you someone", then
he motioned to a guy standing next to him. But that guy just shrugged when I asked and said,
"it's not my department, ask the blonde guy in the back". I said that "the guy in the back's not helpful." He just shrugged again.

I turned back to the smiling counter guy, but he also told me to go to
the guy in the back of the store, except this time he wasn't smiling. So, I went there again.

The blonde guy just pointed to the wall again. I told him that I knew nothing about
electric violins. He shrugged and said, they're "the one that looks like a box and
the black one" and turned away. I went to the wall again and looked, but still knew nothing. I didn't see a plug or anything (like I said, I know nothing about electric violins). I returned to him again and said I need help . He said "they're violins, but louder". I repeated that I knew nothing about them though I play some on a regular violin. I asked if you just plug them in. "You have to
tune them," he said, and turned away. I then asked if they sound different than ordinary violins. He said, "just louder". Then I asked about plugging them in and if you have to adjust the sound. He said, "it depends on the amp". I didn't understand. It was like pulling teeth. At last I
asked if you needed to plug the instrument into a speaker or just in an electric outlet. He stared at me as if I was nuts. I left after that. Would not go back to that place. No help.
"

"I experienced really poor customer service for my online order. First, I emailed twice about needing to return an item that I was unhappy with, but received no answer over the course of about a week. When I called, the customer service representative repeatedly interrupted me to argue with what he thought I was going to say as I explained what I was calling about. The website return policy verbiage says that they understand the risk of buying online and that's why they have an easy return policy, but turns out that it's not so customer-friendly after-all. I understand why I need to pay for the return shipping and why they can't offer a free return, and I didn't expect that, but the representative also said they plan to deduct $10 from my refund to cover the original shipping cost they incurred when they offered free shipping originally. The penalizing return process that is misrepresented on the website, and most especially the representative's combative attitude will prevent me from shopping with Sam Ash again, and I feel compelled to let others know that while Sam Ash usually has good products and people like their stores, it may be a bad idea to be a patron of their online store."

"Totally not impressed with their ads. Ordered Mackie Mixers on-line that says 2 day shipping. Its been more than a week now and item have not received yet. Item still on ready to ship and will probably wait another week per Customer Service staff

"

"Lost item so I canceled. Told by SA staff that item when found would be recalled to them and SA would then refund my card. Instead, directed FEDEX to relabel and resend to my studio. Accross the country! I made many calls for updates and was told many different things by SA staff....from "It takes a few days" and "A case was opened" and "As soon as tracking shows returning we issue the credit" They never requested it be returned to FE and FEDEX tried to deliver it! FEDEX claims no such "RETURN TO SENDER CASE WAS OPENED" "FEDEX web tracking does show it being returned to sender and reason was "NEVER ORDERED" I do 20-60,000.00 a year in equipement procurment and service! This is outragious treatment! If you are only going to save 20-50.00 using them...DONT! SPEND YOUR MONEY SOMEWHERE ELSE!
FU sam **** and FU Mat Stoner DIN MONSTER luv to MEAT U FHs!"

"I've bought a used guitar from Sam Ash in Cherry Hill NJ ($900 '86 Les Paul Studio). When I got it home and started to replace the strings I discovered the tuners were worn out and one of them literally fell apart while I loosened a string. It is disgraceful that they sold me the guitar in this condition. How is anybody supposed to use a guitar with broken tuners? I drove back to the store right away and returned it. It's just a Les Paul Studio - it is not a collectible guitar. They should have replaced the tuners before they put it on the wall to be sold. Never again."

"Not at all impressed with the guitar tech. He said he did a "professional job", but no professional would put up with this quality of work, and definitely not worth the $85 they charged. He did do better a job than the guitar tech at Fogt's, which actually put scratches in my finish (the guitar does tune better), but the intonation is still off on all the spots I spoke of (not as bad as it was before, but still not good at all, definitely not "professional"). I gave only 1 star, instead of 2, because the A string also wants to pop out of the nut (this wasn't a problem before). I suspect they're not using a good enough tuner for the job (if it's Snark). I might have to leave Sarasota in my search for a guitar tech worthy of the job title. I may not have a multi-thousand dollar guitar, but I am a stickler for excellence in tuning. "

"One time and will be my last time buying from Sam Ash. They shipped a Mackie ProFX6 to me instead of the Mackie ProFX12 that I ordered through google shopping. Calling customer support only to be told that it was a listing mistake and I got what I paid for. Asked them to send label for return so I can get my refund and still have not hear from them."

"Paid more than $300 online for a violin- gift for my son. Received a $15 guitar cleaning kit by fedex with someone else’s invoice inside(different name and address). When I called customer service I got no apology or explanation of how that happened. He opened a “case” for me and I don’t know when this will be resolved. If it is not resolved soon, I will demand a refund. This is ridiculous."

"They sold me the Slash guitar I wanted the floor model, I didn't play it for like a year right away a knob fell off And the guitar began to fall apart until it was not playable. The amp I am just noticing I paid for with no foot petal. guy said he would fix it and never called back this was few years ago the pick ups came unwired now I have to pay more."

"They fixed everything thank God-Things can get confused in this big world this company will fix it just hang in there-."

"Well the guitar is beautiful, has great tone for its build, and lives up to its comfortable play with ease. But.
....upon opening I immediately realized the action was a touch too low, so I gave the truss rod a quarter turn lefty to give it a bit of relief. I waited until the next day to finalize my assessment, no change. I then went another quarter turn and waited about 6 hours. Nothing! After further investigation I realized that the 15th and 16th frets were not fully pushed down or something and it was causing dead frets at the 9,10,and 11th frets, luckily only at the B, and Hi E strings, so at this point I decide I would keep it and fix it myself.... Now all this time I had been adjusting what I thought was the sound hole nut on a dual action truss. Finally I decided after being told to mainly use the top adjustment nut, to go ahead and take off the "Truss Rod Cover" at the Headstock and try that adjustment nut, AND WHAT DO I FIND??? THE TRUSS ROD COVER AT THE HEAD STOCK IS FAKE?!?!?!? EPIPHONE, YOU GUYS PUT 3 SCREW HOLES IN A BEAUTIFUL HEADSTOCK FOR NO REASON?... matter of fact you are false advertising. The manual/begginers guide states plain as day it's a truss rod cover!! So what are you doing? I cast beleive you guys do this to people...especially when that series is aimed at new players? Oh and you also state that more advanced players will love it too? I'm sorry but you just lost a loyal customer. Have a nice day"

"LTD Snakebyte on Used Gear website is in good shape and says comes with case, and the pictures agree. But go to the store, and the guitar has significant belt buckling (the clerk actually argues, says it's not that bad). Also the guitar does not come with a case. -- I have bought a used version of the LTD Vulture from Sam Ash in South Carolina: mint condition, with case for 100$ less. This is bad business. These are liars."