Musician's Friend Online Store

I am very dissatisfied with Musician's Friend. Over the summer, I bought the Gibson SG Gothic online. I shopped around for prices but I chose Musician's Friend because they offered the Gibson hardshell case included with the price. Well, the guitar arrives without the case. I called customer service. The advertisement including the Gibson hardshell case was online and I physically had it in one of their catalogs. Despite all that, the supervisor told me that it was a misprint and would not honor it. Instead they sent me a cheap Musician's Friend gig bag several weeks later. After being a loyal customer, I am very disappointed with how the situation was handled and will never be doing business with Musician's Friend again. By the way, the website was immediately changed to "gig bag" followed by the next catalogue.

On 7/20 I placed an order for several items, all of which were indicated as "in stock" A week later, not having received either an order confirmation or shipping notice I checked their order history section. My order was indicated as "being packed". A few days later I checked again and same story. So I fired off an email to their customer service inquiring about status. No response. Two days later I fired off an email to "management". Tonight I called up and canceled my order.
I had ordered from Musicians Friend in the past without problems but obviously something has changed. I wish I had heeded their low ratings on Epinions and other sites (BizRate gives them a "good" rating in spite of almost half their customers indicating disappointment...figure that one out)
Any company which can't keep the customer informed about order status or won't respond to inquiries deserves to be rated POOR. I strongly suspect they are becoming another of those web-front stores with little to no inventory. Don't go to Musicians Friend....there are other stores that will ship your items in a timely manner....and notify you if they can't!!!!

I've had a terrible experience with MF. Online I ordered a drum set, which was on backorder, and was sent an email confirmation for the correct amount, which was going through Paypal. Then I was sent an order confirmation which had an incorrect amount ($100 more and a shipping cost which wasn't supposed to be there). I immediately phoned cust. service and after a half hour on the phone, thought I had the matter settled. A little later on, I received another email confirmation: this time not only was it the incorrect amount again but it was also added incorrectly! I decided to email so I would have it in writing and over the next three days I was told by four different reps four different amounts. It seemed finally that it was worked out but not the item was supposed to be shipped last month and every day the backorder day changes. Now my emails asking about my order status aren't even being answered. By the way, the money was taken immediately.

Ordered a Fender Strat from Musicians Friend on April 11th, it is now July 20th and it is still "backordered". There was nothing on the website when I put in my order that indicated shipping would be delayed. I've got in touch with their Customer Service a couple times, no help there at all, I'm supposed to just keep waiting. Still waiting...won't be buying any more bigger-ticket items from here again...still waiting...

I have ordered more than five musical instruments from Musicians Friend. I must say that I am more than satisfied about they handling on my order. Each order no matter where I choose it to be delivered arrived promptly, accurately. On one occasion, I saw a lesser price from a vendor on the Internet; they were able to match the price for me. I have exchanged an item one without any issue. I would like them to have express exchanged, meanings that if you have to swap an item, they will give you a period of time to return it, but will send your request right away. If you failed to send back your item within the prescribed period, then you will be charged.

First time experience with Musician's Friend very positive. I ordered the Epiphone Les Paul 100 left handed. When I got it, all electronics were in their correct locations. Customer service repeated what I was wanting to buy to verify they were going to send the correct item. I ordered it the day before Thanksgiving and it shipped the Friday after! I was able to track the UPS tracking number provided on Musicians Friend web site. It was delivered in 4 business days! Ok, after seing some reviews, the big test was taking it out of the box and having it inspected. Took it to my local music shop. Intonation and action were great. Neck perfectly straight. No flaws in paint. In fact the paint was so shiny it looked wet. The only thing they did not do was send me a confirmation email after I ordered. I would not hesitate to buy from them again.

While its true this is a very large outfit with many items to choose from at good to reasonable prices and I have ordered from them quite a few times now. The real problem is the Customer Service!! should a problem arise ..Their customer service personnel are very rude,uncooperative and unhelpful.
And their policy at that point is to tell you if they made a mistake on an order or an item has a defect ..that its just to bad ..so cut your loss shut up and go away is basically what they'll tell you! You'll have to wrestle with them from that point on to get anywhere. So keep ordering from them and find out for your selves Or find a place that is more professional as a whole and save yourself the headache later ..mark these words!;-)

I ordered 3 in-stock items on Monday. Monday night the order status said "Being Packed." I called their horrible customer service on Wednesday night because the status still hadn't changed. I was told "I don't work in the warehouse so I don't know why it's taken 3 days to pack 3 in stock items." I called again on Saturday and the RUDE agent I talked to said that "he was just a grave shift worker and he couldn't tell me why the status STILL said "Being Packed."" I called back two hours later to talk to his supervisor and the supervisor blamed the long packing time on the warehouse's recent move. I asked if he could contact the warehouse and find out why it was taking so long and was told that there was no way for him to do that?!?! STAY AWAY FROM THIS COMPANY!!! THEY COULDN'T CARE LESS ABOUT THEIR CUSTOMERS!!!

Shipped me half my drums in the wrong color. Told me the the other half was back ordered. When I followed up they said it was discontinued. What am I going to do with half a drum set? Turns out the color I ordered is discontinued but they still have the wrong color. OK, send me that. Turns out that is back ordered. A week later they push back the expected date. A week later, yup, they push back the expected date again. Geez!
Oh yeah, when I asked to speak to a manager they hung up on me!

And FYI, musiciansfriend.com, music123.com and Guitar Center are all the same crappy company. Buyer beware!

I ordered an amp for my girlfriend's son's birthday 10 days ahead of time. A couple of days in, I called to make sure everything was on schedule and to see if I needed to pay for faster shipping. I was assured everything was ok and that it would go out in a couple of days at the latest and make it here in plenty of time. Well, it didn't make it, and when I called to check on it today, I was told that it is still in the warehouse. I cancelled the order and told them that they had fumbled the ball on this one and that I would probably use one of their competitors next time. ( in a much nicer tone than I was feeling ) The customer service rep just said, "All right, Will that be all?" I understand a mistake. Things happen. We all have to take our turn, but I don't understand a customer service rep that doesn't try to earn my business back after a mistake is made. I'll give someone else a try next time.

I ordered a Yamaha AW2816 and a Nady tube microphone along with a few accessories and I had no problems at all. The order was shipped on time and all merchandise was accounted for and in good condition. Their online customer service was very helpful and answered all of my questions promptly and politely. Based on this experience I'd order from them again.

I placed an order for a Yamaha guitar on October 25.
I received a microphone stand three days later! I called customer service and they e-mailed me a UPS Label to return it to them. No apologies, no explanations.
About 4 days later I called them to check on the status of my order. They said that they wouldn't ship my guitar out till they had received the microphone stand. A couple of days later, they did receive the stand and assured me they had shipped the guitar out. They hadn't.
I had to check back about 4 times in the course of 10 days about my order status. Each time I was put on hold for a long time, was either misinformed or lied to. Through it all my order status online stated "Being Packed".
I finally learnt today, more than three weeks later, that my order was canceled. No explanation was given. I am afraid that they will now create problems in refunding my money on my credit card.
Do not buy from this place. Its a nightmare.

I bought a "Worn Brown" Epiphone Dot a few months ago and when it arrived, it had a clear acrylic spot on top. Worn brown guitars are mate to wear and that spot would never... I called customer suppport and the first guy was ok, i asked to speak to a supervisor, he then handed me to some smart a$$%ed person who was aragent and brash. Saying it was basicaly nothing that could be done, turned out he was a go between the first agents and supervisor I was then given over to a REAL (yeah right)supervisor who basicaly took the last agent's side.

These people dont have a clue of what customer service is, all they now care is bottom line profits, not the way they started in the early 80's for sure! I wont buy from them if I can get it at Music123 or localy now

Well, I found what appeared to be a great deal on an Ibanez guitar on Musicians Friend. Being an Ibanez fan, I placed the order immediately. This guitar was a steal, considering it was a 2001 model for $99 with HSS setup and whammy bar. So lo and behold I get my shipment, and its somebody elses guitar case! I call MF right away, and yes, they have stock. The next day I go to check my email, and I get a message saying, oops, we're out, and you're screwed. So I email back, and ask for some consideration. I'm sure they hadn't shipped everything they had, since the girl I talked to said they had stock. But I ask for some consideration. They offer me two other guitars, neither of which have the same setup as the one I ordered. I suggest another Ibanez, same setup, and I'm willing to pay more, with at least a discounted price. No way. Not even an offer to assist in any way, just you're out of luck. I've spent good bucks with MF, NEVER AGAIN! BUYER BEWARE - they do NOT care about their customers.

i ordered an epifani UL 4x10 bass cabinet from musicians' "friend," an item which costs more than $1000; the item was in stock. a week later, having heard nothing at all about the status of my order, i called to find out what was up. i was told: "oh, yes, i see your order right here in our system; i'll personally talk to my manager and make sure it goes out today." 3 days later, still no email, so i called again, and got the *exact same line*. i gave them one last chance. 3 MORE days later - STILL no email - i called again and got the same exact story AGAIN. i cancelled the order, called bass central, ordered the same item, and it was in my apartment 2 days later. NEVER AGAIN, musician's "friend!"