Complaints
This profile includes complaints for Musician's Friend, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 53 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4-30-2024 I put in an order with this company for $449.99. My payment method wad Affirm. The company took my proceeds from my Affirm account leaving me with a zero balance left. Their website clearly stated the item was in stock and 8 hours later I get an e-mail stating my order was cancelled because the item is out of stock. Now I dont have my ourchase and I dont have any funds to order from somewhere else. I now have to wait 30+ day for my credit to show up on my Affirm account. This is twice in the last 6 months this has happened and I want them to know this is a terrible practice and I want others to be aware of the same issue. I will not be purchasing from them again!
Business Response
Date: 05/02/2024
Thank you for contacting us. We are very sorry for the inconvenience.
We are unable to remove the authorization, it should fall
off between 3 to 5 business days. We're still able to
use the authorization that your order originally had to place a new order for
another guitar if you'd like, please give us a call here and we can help you
with that.
Again, we are sorry for the inconvenience.
If you need anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:04/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello! Sir, I'm writing you back one more time. it's about that that Fender Player Stratocaster HSS Fingerboard Limited Edition Sonic Blue SKL# 79*********1000 because I wanted you to see these transactions sheet. And give you these reports from the (FTC) report on 04/07/2024 #171637545 and Saint Paul Police Department on 04/07/2024 #T24002240 I want to know why the lady that I talked to as Musicen's Friend.com can't find this receipt as i said before my Lawyers do have this sales ticket email because I Foward it to them. Thank You! John C. GillBusiness Response
Date: 04/10/2024
Thank you for contacting us. We cannot see the sheets you
are referring too as they are not attached to this complaint.. Can you please forward them to [email protected] so
that we can take a look and assist you?
If you need anything else, please do not hesitate to ask. We are sorry for the
inconvenience.
Thank you.Initial Complaint
Date:02/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Went to order a Ibanez ehb1005sms bass after receiving coupon. Every coupon I have received from them in past 18 months will not work on anything in the store that I wish. NOT A THING. Emailed them that I was after the bass, every holiday coupon or store offer code that I received says that the bass or other items are not valid for the coupon. In the past I have ordered multiple things using holiday coupons, including guitars.
Was offered in email an offer for 15% (about)/ $198 dollars off with no instruction on how to do so. Emailed back, no reply x2.
Emailed again very next holiday coupon when coupon also did not work. Was told no offers would no way been made ( I still have the email offering such saved). Was told to call to get on their harassing spam call list. Told them I was mute, and do not have a phone.
I (tried) unsubscribing from their offers, emails, etc. Multiple times. MULTIPLE TIMES. I get multiple emails a month, and just got 2 more emails with coupon code that is entirely worthless.
I want OFF of their mailing list.Business Response
Date: 02/16/2024
Thanks for the feedback and we apologize for the inconvenience this has caused.
You have been opted out of future email marketing for the email address: **************@yahoo.com
If you have any other emails, or continue to receive mail after 2 to 3 business days. Please let us know or forward the email to [email protected] so we can ensure you are removed.
if there is anything else we can do to help, please do not hesitate to call us.
Thank you
Initial Complaint
Date:02/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made an order through their website. They didn't send it for eleven months, at which time, I no longer needed the product, I no longer owned the PO Box that they shipped the product to, and I no longer even lived in the state they shipped it to. I thought the order had just been lost in the mix initially... but eleven months later they shipped it without warning and charged me for it. It's a product I no longer need sent eleven months late to an address I no longer have access to in a state I no longer live in.
Even though representatives on the phone initially promised a refund, they refuse to give me a refund. They are acting like it never shipped, and I was never charged, even after I sent screen caps of the charges.Business Response
Date: 02/16/2024
Thanks for contacting us,
Looking into your order history, we show order MFW*******907 for the Roland Black Series XLR Microphone Cable 20' 2-Pack.
This order was cancelled and we aren't showing that it was shipped or charged to you. If you are seeing differently, please contact us at ###-###-#### and we can assist in getting this resolved for you.
If there is anything else we can assist with, please don't hesitate to ask.
Thank you
Initial Complaint
Date:02/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchase date: 02/05 2024
Purchased recording software, never received my purchase and musicians friend will not refund me or even respond to text, emails or calls... I was told they cannot give returns on software but I never received it. There's nothing to return except my money...Business Response
Date: 02/12/2024
Thank you for contacting us. We are very sorry to hear you
have not received your Presonus Software key yet!
We went through and it looks like it mailed out, we went in
and resent the key on the backend.
If you still have not received it, email us at [email protected] or reply here and let us know so we can assist further.
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/12/2024
Complaint: 21268714
I am rejecting this response because:I received the key but the link I was sent took me to the page to download that wants me to purchase it before I can download... If I go to Walmart and I buy something and it wont work. I take it back to walmart, you have to stand behind what you sell...
Regards,
W****** ******Business Response
Date: 02/16/2024
Thanks for the response,
The software you purchased, PreSonus Studio One 6 Professional Upgrade From Artist (Any Version) (L98*********000), is an upgrade software and requires that you have the Artist version of Presonus Studio One. If the page is asking you to make a purchase, that is likely due to it not finding an Artist version on your account. You would need this software first before being able to claim the upgrade.
Unfortunately Software is non-returnable, so we wouldn't be able to refund you at this time. We suggest reaching out to PreSonus Support if you do own a copy of Artist and are still getting an error or a purchase page when attempting to upgrade your software.
Thank you!
Customer Answer
Date: 02/19/2024
Complaint: 21268714
I am rejecting this response because:I have the artists version... Why would I buy an upgrade if I did not? I paid $299.99 and received nothing but a product key that I can't use because I do not have access to the software... I never received my purchase.. If you sell something you have to stand behind on it...
Regards,
W****** *******Initial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a guitar and it arrived with a broken neck, big deal they have a good return policy. I sent the item back and it was received over a week ago at their warehouse. They will not acknowledge that they have checked the item in, they have not sent me my refund and they are giving me the runaround and not helping me resolve this. As far as I’m concerned MF stole $700 from me
Even accused me possibly sending an “empty box” though that has not been reported by their warehouse. They seem to have lost the item and left it as my problem. This is not how their return policy is structuredBusiness Response
Date: 02/06/2024
We are very sorry to hear about the condition of the guitar
you received! We looked into it, and it appears your return was processed and
invoiced back to you on 2/2/24.
Please allow 3 to 5 business days for it to show up on your
account.
Again, we are very sorry about your experience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:01/25/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a drum set shell pack. The head on the bass drum was cut and or cracked. I talked to customer service at musicians friend and I sent them pictures and video of the damage. They offered a partial refund and we agreed on $50 which the total counting tax would be a refund to me of $54. This refund has not to this day, been returned to my card. They said it was issued and there’s nothing more they can do.this amount never has been received to me or on to my card. I opened a dispute with my credit card which they went for the whole amount I paid. I specified I was only disputing the $54 that never showed up. So I have lost that case and it’s understandable because I am just trying to get the money that Musicians Friend had said they would return. I expect them to keep their word and refund the amount promised to me. I have a chat log stating they would send the refund, I have an email trail where I sent them screen shots of my credit card activity showing there was no refund in there! I have a refund invoice that they had finally sent me after I called them weeks after not receiving the refund! I just want them to keep their word and fix whatever mistake they made because I didn’t get that refund! I have been a customer of theirs for decades and I know they are better than this!Business Response
Date: 01/29/2024
We are very sorry to hear you have not received your refund
yet. And we appreciate you reaching out.
We investigated it, on our side the refund failed.
We have since had it retriggered and you should see your
refund soon.
Again, we are very sorry for your experience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/06/2024
I never received an email stating that the business had replied to my complaint? They did satisfy my concern by depositing the money that they said they would. I shouldn’t have had to ask them for my money for over 1.5months however, I am satisfied that they sent it to me!Customer Answer
Date: 02/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21194643, and find that this resolution is satisfactory to me.I never received an email stating that the business had replied to my complaint? They did satisfy my concern by depositing the money that they said they would. I shouldn’t have had to ask them for my money for over 1.5months however, I am satisfied that they sent it to me!
Regards,
S**** *******Initial Complaint
Date:01/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Bose PA system and did not receive the correct order. I dont have a bluetooth mic that works wth my guitar
I ordered a microphone stand and a microphone. But the microphone doesnt fit on the stand! Maybe they sent me the wrong microphone clip?
I tried to contact the phone salesman who sold this. He would NOT return my calls and emails. then, his line was disconnected. I called customer service. The rep said he would get back to me, and never did.
Attached is a letter I sent to the company and there has been no responce!Business Response
Date: 01/09/2024
Thank you for your feedback. We talked to the management
over the sales team, and they have been trying reach out to you. You can either
call our customer service number at 800-449-9128 and request a member of
management. Or you can email your information to us at [email protected].
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:12/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My order was placed on 10/24. It was shipped via UPS. UPS lost it. I told Musician's Friend. The opened a "Trace" with UPS. On 11/3 UPS notes in the tracking number that an investigation has been opened. On 11/7/2023 UPS states "A claim has been issued to the sender of your package. Please contact the sender for more information." I have contacted Musician's Friend weekly but they continue to tell me they have to look into what is going on. Order number MFW3*****5089.
Don C (11/2/2023, 7:53:34 AM): Okay, starting a trace. It takes up to 10 business days to complete. Check back in with us then.
****** K (11/30/2023, 3:18:24 PM): Hello, I would be happy to help you today! What can I assist you with?
J**** (11/30/2023, 3:18:41 PM): Hi I'd like my order refunded MFW3*****5089
J**** (11/30/2023, 3:19:25 PM): ups lost the package, and MF started a trace three weeks ago with UPS
****** K (11/30/2023, 3:19:31 PM): Were you contacted by UPS yet?
J**** (11/30/2023, 3:20:02 PM): I won't be contacted by UPS. My UPS app says "A claim has been issued to the sender for your package. Please contact the sender for more infromation"
****** K (11/30/2023, 3:21:58 PM): Ok let me check the order for you
J**** (11/30/2023, 3:22:03 PM): thanks
****** K (11/30/2023, 3:29:30 PM): Let me see if I can get the claim approved, I will put in that notice and you should receive confirmation tomorrow
J**** (11/30/2023, 3:29:55 PM): Okay, I'll check back tomorrow, thanks ******
****** K (11/30/2023, 3:30:02 PM): My pleasure, have a great day!
Called in today, got the same run around, and was told there is no escalation process, goodbye.Business Response
Date: 12/08/2023
We are very sorry to hear you never received your order. We
spoke to our shipping teams and UPS and we are going to be refunding the money
to you. Please allow 5 to 6 business days for it to reflect in your account.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 12/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20968750, and find that this resolution is satisfactory to me.
Regards,
J**** *****Initial Complaint
Date:10/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 08/09/2023, I made a purchase with Musician's Friend for two guitars with the total price being $3,207.86. With this purchase, it was advertised and still advertised that I would get 24 months interest free (qualified through a bank) and 8% back in rewards points. I qualified for the financing and I inquired through my sales associate the very next day about the rewards points which would have a store credit of $256.63. The sales associate Sean Burness stated in an email that I would receive the points after the 45 day grace period. After the 45 day grace period, they would not award the points to my account. After a time period, because the sales associate stated that I would receive the points the very next day, they agreed that I would receive the points. I inquire about the point everyday and he says he put them in. In prior conversations, he stated when they submit for the points, it usually takes 24 hours. I believe they have been fraudulent on the original deal and I believe that they should honor what they advertise and what they told me. Thank you. Order # MFSF********37.Business Response
Date: 10/16/2023
We are very sorry for the inconvenience you had trying to
get your points. We looked into it and we had them added to your account.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 10/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20734763, and find that this resolution is satisfactory to me.
Regards,
A***** *****
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