Sub-par customer service and shipping/receiving
Written: Dec 30 '05
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I've had good results with MF in the past, but my most recent experience has been quite poor.
Ordered a $900 guitar on 12/14. I only ordered it online because no "real" store in my area carries the one I want.
It arrived on 12/19, but the electronics did not work correctly. Called and got an RMA for exchange, and they e-mailed me a prepaid fedex airbill. Since this was supposed to be a Christmas present (mine), the CSR said they would upgrade the replacement shipping to overnight at no charge. No complaints so far.
Took the dud guitar to fedex on 12/20 and MF received it 12/22. Then nothing. The online order status still showed as "return authorized" on 12/27. I called, and was told they had not received the defective item. I told them that it was signed for at their warehouse on 12/22. The CSR replied that "the warehouse must not have processed it yet," and there was nothing the CSR could do about that. Meanwhile, they have my $900 and I have nothing.
Finally, on 12/29 (after more calls) they got around to processing the return, and I got an e-mail that the replacement order was "confirmed." Cool, I think, this is finally getting resolved. Then today (12/30) I get another e-mail that the guitar is now back-ordered until 1/19. I called and canceled the order.
I did not experience the rudeness that some other reviewers have described, but the experience has certainly left a lot to be desired. I'm giving a middling rating because I have had OK dealings with them in the past, but declining service does appear to be a trend for them. If this had been my first order with them, it would probably be my last.
Recommended:
Yes
What product did you purchase or try to purchase? A really nice guitar
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