Music123.com is my Worst Online Shopping Experience
Written: Aug 03 '03
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We made an order for a digital piano and a bass guitar since my wife and I are trying to get back into playing music and honing our musical skills. Both items were ordered in the same order.
We received our digital piano via freight within 3 days of ordering it online. We were impressed with the speed at which they sent it. Unfortunately, when we assembled it and tried it out it didn't work. We promptly called Music123.com and informed them that they sent a defective product, and they stated that they would send us a label via email so we could print it out, place it on the box and send it back via one of their carriers. The Music123.com rep said that as soon as the freight company picked up the piano, a new shipment would be immediately shipped out. Additionally, they stated that the bass guitar was sent separately (understandably) and that it should arrive in a matter of a day or two. They did not have the tracking number for the bass guitar shipment but they said they'd get it for me. After about 4 or 5 days of calling them, they were never able to tell me the tracking number of the item, and the guitar never showed up at my home.
For the next week, no label yet in my email. Also, the bass guitar shipment never showed either. A week after having received the defective piano, they realized that they couldn't have it sent with the label they'd never sent me, and proceeded to tell me that they would call the freight company for a pick-up. Additionally, I found out that the bass guitar that was said to have shipped separately actually never shipped at all! Apparently the warehouse never got the order to send my bass guitar out, and they had no more of the model I ordered in stock. I asked for a prompt credit, and they apologized and gave me the credit on my card a few days later.
For the next week, I still had their defective piano in my living room just waiting to be picked up. I called Music123.com every day to have them send somebody out to pick up this piano and send it back to the company. They claimed to have sent notice to the freight company for several days. Finally, nearly two weeks after I first called for them to have the defective piano picked up, a person from the freight company contacts me and sets up a time to pick it up. And it was picked up later that afternoon.
Does it end there? No! This is Music123.com we're talking about!
Armed with a freight tracking number and proof that the item was picked up and en route to Music123.com's warehouse, I phoned Music123.com customer service to notify them of the pick-up and tell them to send me the replacement piano as they had earlier promised. The customer service representative said that they couldn't do that (they apparently could promise that, though!). They had to wait until the item reached their warehouse and checked in -- a process that could take up to 2-3 weeks.
Upset and angered, I told them to refund the entire amount I put on my credit card including the original shipping charge, and they agreed to do so. A manager there had even promised to try to get this expedited.
3 weeks later, no credit on the credit card. I phoned Music123.com's customer service team, asking about the credit and the service rep stated that the warehouse had not yet checked in the item. I'd asked to speak to the manager handling this, and he said he'd call the warehouse and get this done. The next day, I was informed of the credit being issued and thought it would just be a matter of a couple of days (usual credit card processing time) for it to show up.
Of course, this is Music123.com, and nothing's that simple! Despite their statement that a credit was issued and 4 business days, our credit card company had no record or notification of a credit.
Thankfully, the credit card company promptly gave us the credit that Music123.com promised, and transferred the matter to their consumer protection and fraud department.
In a nutshell, Music123.com may have a huge selection and a user-friendly website. But that's about it. Their customer service is extremely unhelpful if you have a problem with a purchase. Music123.com never owned up to their mistakes, only grudgingly (and slowly) corrected them, and we had to have our credit card company intervene in getting a refund we'd been promised for some time.
I would recommend Music123.com only to my worst enemies.
For my friends, family, and the public-at-large, I strongly recommend avoiding Music123.com.
Recommended:
No
What product did you purchase or try to purchase? Viscount Digital Piano, Ibanez Bass Guitar
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Epinions.com ID:
sciencediet
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Reviews written: 5
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