Great Prices, Nice Apologies for SLOW Shipping
Written: Mar 27 '05 (Updated Mar 27 '05)
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I have ordered from Music123.com in the past - mostly small items that arrived quickly, and in good condition. Recently I ordered a drum set.
At first I was thrilled that Music123 beat a price I found on another website. This meant reducing their price by over $100! I ordered the drum set, a throne, cymbals, sticks, and a set of guitar strings. It took 3 days for the order to ship. Two separate boxes were sent via FedEx Ground. When the boxes arrived, everything was there EXCEPT THE DRUM SET! I called Music123, and they said it had shipped, but they couldn't tell me where it was because they didn't have a tracking number. They promised to call me the next day with the tracking number. I did not hear from them all the next day. I finally called them around 3:00, and learned that they still didn't have a tracking number because the drum set had not been shipped! This was very upsetting because they had billed my debit card for the entire amount the day it was ordered, and 8 days later it still hadn't left the warehouse! I made it clear that this was unacceptable, and the customer service rep apologized profusely. She said she would do everything she could to make sure it shipped the next day.
Well, the drum set didn't ship the next day, or the day after. I spoke with her every day and listened to her apologies. I told the same agent each time we spoke that I expected the shipping to be expedited to make up for their mistake. She reassured me each time that she had requested an upgrade in shipping. When the drum set finally shipped, I looked online at the tracking numbers, only to find that the shipping had not been upgraded!
I understand that they were already taking a hit with the price reduction, and probably were not willing to sacrifice any more for me. They should have made the sacrifice, because I am a musician and a music teacher. Not only will my future business go to musiciansfriend.com, but so will the business of my friends, colleagues and students.
The drum set arrived in good condition. It is spectacular, and I know we got a great deal. I have noticed a trend in the bad reviews...It seems that they have a hard time getting BIG orders sent on time. They blamed their oversight on the business moving their inventory from several small warehouses to a single large one. Maybe their service will improve once the move is completed. It will take a lot for them to earn back my trust -- especially with really big items.
I am satisfied completely with the merchandise, but unsatisfied with their willingness to rectify their mistake.
Recommended:
No
What product did you purchase or try to purchase? Ludwig Accent CS Power 5-piece Drum Set
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Epinions.com ID:
kwoodcox
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Member: Kathy
Location: Riverton, Utah
Reviews written: 24
Trusted by: 0 members
About Me:
If you fail to prepare, be prepared to fail.
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