Business Profile

Music Instrument Store

Musician's Friend, Inc.

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 Complaint

The 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:10/09/2023
Type:Customer Service Issues
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 guitar on the Stupid Deal of the Day on 09/18/23. I did not apply to be on any mailing lists. Yet, I have received multiple emails per day since purchasing. I have unsubscribed to more than 20 of these, I have logged into their site and set to no email, I have chatted with customer support, and I have talked to a sales person that called me after purchasing online. This person assured me I would be removed. Yet, I still receive multiple emails per day. I want to be removed from all correspondence. I am okay with closing my account if that is the only way to make them stop contacting me.
Business Response
Date: 10/10/2023

We are very sorry for the inconvenience and apologize for
the unwanted emails.
I have added your email address “[email protected]” to our unsubscribe list. Please give it a few
business days and you should see the emails stop. And we will also make sure you are not called anymore as well.
Again, we are very sorry
for the inconvenience. If you need anything else, please do not hesitate to
ask.
Thank you.
Customer Answer
Date: 10/13/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20712965, and find that this resolution is satisfactory to me.
Can you please make sure my email address does not appear in the publicly posted response.

Thanks for your help!

Regards,

R** ********
Initial Complaint
Date:10/06/2023
Type:Product Issues
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 received merchanise different from the website description. I returned the merchandise for a refund and I never received the refund back to the original payment method like they promissed and have been saying they would do for the last 3 1/2 months. I have called at least 7 times about this issue and was treating extremely rude by an employee on 10-5-23. I actually talked to 2 employees that day. The first one was the rude employee. I asked him if I could talk to a manager and he refused and just decided to be rude to me at that point and wouldn't let me say anything and just kept scolding me like a child. They finally told me the money was given to me as store credit which I don't want store credit and they never said that to me from the begining. I have attached an email from one of their employees proving all of this along with return tracking info, purchase info and a screenshot from their website that says return recieved.
Business Response
Date: 10/10/2023

We are very sorry to hear about your experience. If possible
do you remember who you talked to that day? And if not, what day was it you
called in?
Also, we have your funds waiting to be refunded but PayPal
will not let us refund as long as there is a dispute on the account. Please close
the dispute and we can refund you.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.
Customer Answer
Date: 10/10/2023

Complaint: 20700185

I am rejecting this response because: The company's response to my complaint proves they did not even read the complaint and also proves they are not willing to help me get the refund they owe me. Why did you ask me the date I called in and who I talked to? I gave you the date I called in (10-5-23) and I also said it was the first person I talked to that day. I am sure your computer has kept a record of the first person I talked to that day so look it up, because I don't remember his name. I have been trying to get the refund since July so yes, I opened a dispute. I already called paypal about 5 times and waited on the phone for countless hours. I have already called you about 10 times and every time you tell me something different. Paypal awarded you the dispute the first time and you accepted. Why did you accept the awarded dispute when you owed me the money? So you need to tell paypal credit to just award me the dispute right? Or send me a check.

Regards,

G***** ********

Business Response
Date: 10/13/2023

We apologize for the inconvenience. We worked with PayPal
and we got your refund coming. If you did not already, you will see the funds
within 3 to 5 business days.

If you need anything else, feel free to email us at [email protected]

Again, we are sorry for the inconvenience.
Thank you.
Initial Complaint
Date:09/29/2023
Type:Billing Issues
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.
Order #: MFS*********61
Order Date:

8/22/2023

This Item is returned yet despite Numerous calls is well past the return credit to my Synchrony account I am on day 30+

Payment Date 8/22/2023 $2,984.94 Payment Total:$2,984.94

J*** *****
**** ******** ** Riverbank, CA 95367-9444 US
Returned

Status: Returned
Your Items Unit Price Quantity Total
PRS DW CE24 Hardtail Limited-Edition Electric Guitar Burnt Amber Smokeburst
$2,699.00 1 $2,699.00
Business Response
Date: 10/04/2023

We are very sorry for the inconvenience in receiving your
refund.
On our end we are seeing the refund and we called Synchrony
bank to confirm that they received it. They informed us that on 8/29 they received
the refund.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.
Customer Answer
Date: 10/04/2023
Musician friends not understanding that there where 2 similar purchase in the same week for similar amounts.
The item for $2911.54 was successfully Refunded Aug 29 MUSICIANS FRIEND TELESALE WESTLAK CREDIT Posted -$2911.54
The item for $$2984.94 Purchased Aug 22 and the returned with proof of return. MUSICIANS FRIEND TELESALEWESTLAKE VILLCA 022159|AR*********78, Has not been refunded.
This is the ninth time I have attemptedcommunication on this is discrepancy with Musician friends. Regards, J*** *****

I am rejecting this response because:

Regards,

J*** *****

Business Response
Date: 10/09/2023

We apologize for the confusion. We found the order you are
mentioning. It seems the return was set up incorrectly, we are currently
working with the Inventory Team to have the refund pushed through. You should
see it within 3-5 business days.
Again, we are sorry for the inconvenience. If you need
anything else please feel free to contact us at [email protected]
Thank you.
Customer Answer
Date: 10/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20674665, and find that this resolution is satisfactory to me.
Thank you for hearing me and helping me.

Regards,

J*** *****
Initial Complaint
Date:09/26/2023
Type:Product Issues
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.
This complaint follows my original complaint with case# 20594579 to which I accepted their resolution(9/21/23), to refund $1299 for an item that was returned on 8/11/23. As of today the monies have not been refunded and I guess I am reopening the complaint as I simply do NOT understand the delay. They have acknowledged the return several times but yet no refund???????
Business Response
Date: 09/28/2023

We are very sorry for the inconvenience. We looked into it
and your refund was put as a credit on account. However we moved that back to
your original payment method. Give it a few days and it will show up on your
card.
Again, very sorry for the inconvenience. If you need
anything else please do not hesitate to ask.
Thank you.
Customer Answer
Date: 09/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20657392, and find that this resolution is satisfactory to me.

Regards,

T****** *****
Initial Complaint
Date:09/13/2023
Type:Product Issues
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 an instrument from Musicians Friend on 8/3/23 Order #:MFSF0******357. I returned the instrument via Fed Ex to the address as dictated by the rep @ MF. The tracking #78*********4 was delivered on 8/11/23 and signed for. It took 3 weeks for MF to acknowledge receipt and the assured me a prompt refund. to my credit card. It has now been more than a month since they received the returned item, and I should also mention it was in perfect condition and as of this date no refund has been issued. My supposed Gear Advisors will not return calls nor will their customer service dept return any emails of which 3 have been sent and none replied to. I would like my purchase refunded and my bonus points restored($130)
Business Response
Date: 09/15/2023

We are very sorry for the inconvenience in getting your
refund, we appreciate you reaching out to us.
We investigated it, and saw the card still had an
Authorization on it. Having seen that we called Synchrony Bank and had the
authorization of $130.38 removed.
Also, we are auditing the loyalty points so we can refund
you for the cancelled order of 12700 points.

Again, we are very sorry for the inconvenience this has
caused. If you need anything else, please do not hesitate to ask.
Thank you.
Customer Answer
Date: 09/18/2023

Complaint: 20594579

I am rejecting this response because: not necessarily rejecting this response, but wondering about the $1200 plus credit for the mustang base that was returned that is still sitting on my card? Appreciate your time and help but need to get that credit for that base result. thanks for your time in this matter,

Regards,

T** *****

Business Response
Date: 09/21/2023

We investigated that return, and we got it processed fully.
You now have a credit of $1289.99 on your account.

Again, thank you for your feedback and we hope we were able
to assist you. If you need anything else, please reach out to us at [email protected]
Thank you.
Customer Answer
Date: 09/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20594579, and find that this resolution is satisfactory to me.

Regards,

T** *****
Initial Complaint
Date:08/30/2023
Type:Billing Issues
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.
Bait-And-Switch: Ordered New, Got Broken Used Demo and Rude Attitude

8/26: I purchased a 'new' Epiphone Les Paul Custom guitar from Musician's Friend on their website for $575.10. Within a few hours I received an email that they shipped it. Looking at the tracking number I saw that it had shipped from a local Guitar Center 20 mins from me. I called to cancel, or insist on receiving a 'new' one because Musician's Friend (and Guitar Center) have a rep recently in online hobby groups TDPRI, TheGearPage, & SlickDeals of shipping "heavily handled" floor models instead of "new" items. I called and they couldn't cancel.

8/29: I received the item today and, as predicted, it was a "heavily handled" floor model. The pickguard had some scratches, it was missing the truss rod tool, warranty paperwork, and manual. The box was poorly taped up and not double-boxed as is industry standard since guitars are fragile. I opened it to find the switch broken completely off (see photo).

8/29: I contacted their online support and spoke with Ben B, who immediately hung up on me before we even spoke. Then to **** W who offered to send a replacement switch then I could repair it "at my own labor expense". So, I would have a 'repaired' guitar for the price I expected a 'new' guitar. I told him that's unreasonable and he ACTUALLY FOUGHT with me. Requested a transcript but it wasn't emailed.

8/29: I called the 1-800 and spoke with someone who created a new order. Now I have two expensive items sitting on my credit card and have to wait to return one.

I was lied to about the 'new' condition. It was a 'heavily used floor model'. Was shipped by Guitar Center, not MF. That's okay if they would actually have fixed it, but **** W made me even more upset by offering effectively nothing. I don't want a "repaired" guitar and to be out the same cash as "new".

I've spent close to $4K with this company and want to spend more. I'm requesting a billing adj on order MFSF0*******66 (not on MFW39*****261)
Business Response
Date: 09/01/2023

We are very sorry to hear about your experience and we truly
understand the frustration and we appreciate your feedback.
We will send the feedback up to ensure better customer satisfaction
for the future. We did send your feedback to our sales team and we understand
that they were able to reach out and assist you further. We are glad we were
able to help!
Again, we are sorry for the inconvenience, and we appreciate
you reaching out. If you need anything else, please do not hesitate to ask.
Thank you.
Customer Answer
Date: 09/05/2023

I have reviewed the response made by the business in reference to complaint ID 20540336, and find that this resolution is satisfactory to me. On Friday Sept 1st, Carol Knapp-Hill called me and offered a 10% refund resolution for the trouble rep **** W caused. I'll watch my credit card for that partial discount to process. Thank you!
Regards,

R***** ****
Initial Complaint
Date:07/05/2023
Type:Delivery Issues
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.
When I first ordered the guitar I was told I would be given a free case. That was a bait and switch cause I had to cancel the case because they charged me for it anyway. Now the guitar itself says it is delivered at my side door and I don’t even have a side door on my house. It obviously went to the wrong house. I was supposed to play a gig That I was going to earn money on but now I have to cancel because of the length of the investigation. I just need my money bam so I can go in person to guitar center or any other place around me to get something quick.
Business Response
Date: 07/12/2023
Hi S******,

We are very sorry to hear about your experience first with
the case, and now with the guitar. Unfortunately, before we can refund a
missing package, we have to wait for the investigation to end with UPS. I would
suggest calling UPS because in our notes it does state that they have been
trying to reach you by phone but have not gotten ahold of you. Once you talk to
UPS and they confirm the package is indeed missing to us, we can refund you.
Again, I am sorry for the inconvenience. If you need
anything else please do not hesitate to ask.
Thank you.
Customer Answer
Date: 07/12/2023

I am rejecting this response because:

I have not gotten any calls or any messages at all from ups. I’m not sure what number to call and I don’t have a case number to reference when calling. If I have to be involved with a package I never received I’m going to need some kind of info to give them to look up my case.

Regards,

S****** *******

Business Response
Date: 07/12/2023
Hi S******,

I am sorry you haven’t heard from UPS. To verify, the
tracking number for your order is 1ZA2552X*********9, which is what UPS would be investigating. And
a good phone number for them would be ###-###-####
Also, they would be
attempting to contact the phone number we have of yours on your order which is:
###-###-####
Again, I am very sorry for the frustration, and I hope it
gets resolved for you. I am also emailing my shipping team to also investigate
it further.
If you need anything else, please email us at [email protected] and we will gladly assist you.
Thank you and take care.
Customer Answer
Date: 07/12/2023

I am rejecting this response because:

Ok, I got a hold of them and let them know I didn’t get the package and it was left at a side door and that I don’t have a side door. So now how do I get my money back for this item I never got?

Regards,

S****** *******
Initial Complaint
Date:07/05/2023
Type:Product Issues
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.
Dear BBB I purchased the Pro Studio 9 from Musicians friend online on their website.Before I bought it ,I talked to a salesmañ from Musicians friend that said this software is for plugging in instruments like guitar that's why I bought it,I play guitar,I'm a musician.I haven't been able to record any guitar,,I have only been able to mix music samples.I have tried every option in the program.I called them to get a refund and they said they don't refund software downloads.Dear BBB The salesman wasn't honest therefore I want my refund of $162.86 order# MFW37*******3 I hope you can resolve this problem quickly,Thank you very much BBB.
Business Response
Date: 07/12/2023

I am very sorry to hear you are having issues with the
software. However, our policy does state that software is non-returnable. I
would suggest that you use Youtube or the manufacturers website and other online
resources to help you out in working the software.
Again, we are sorry for the inconvenience. If you need
anything else please do not hesitate to ask.
Thank you.
Customer Answer
Date: 07/12/2023

I am rejecting this response because:

Regards,

B**** ********** Because the salesman said the software would function any USB interface so after spending $150.00 on mixcraft I spent another $70.00 on a Maudio Mtrack USB interface that doesn't function with that musicians friend Mixcraft program.If they don't want to settle,If you could please provide information for small claims court, a resource that will get results,Thank you B**** **********

Business Response
Date: 07/13/2023

I would like to again apologize for the inconvenience.
However unfortunately, we do not have that information for you. Once software
is claimed, it is non-refundable as per our policy. We suggest reaching to mixcraft support for assistance in troubleshooting.
Again, we are sorry if that does not answer your question. If
you have any further questions, feel free to email us at [email protected] and we can assist you.
Thank you.
Customer Answer
Date: 07/24/2023

I am rejecting this response because:
I contacted Musicians friend after purchasing Acoustica mixcraft Pro Studio 9 after not having any luck with the program i called them a couple of weeks after buying this software,They said the didnt give refunds on digitally downloaded software.After looking on Acoustica Mixcraft website I have found they do offer a 30 monry back guarantee on thier downloaded software I have enclosed some attachments to prove this.The Company that sold the software is Musicians Friend in westlake Ca, The Actual company that makes the product is Acoustica Mixcraft located in Yosemite Valley CA.Although Musicians friend is the seller,Heres those attachments.I think that Musicians friend will have to refund the product and get thier refund from Acoustica

Regards,

B**** **********
Initial Complaint
Date:04/11/2023
Type:Billing Issues
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.
This company has shown a pattern of behavior of selling things with special financing offers (such as 24 or 48 months 0%). When there is a problem with an order and they correct , they do not honor the financing in the corrected order. After numerous problems I filed a complaint when this happened in December 2022 (complaint #18544679) , and they corrected. In Feb 2023, they shipped an item I ordered in Sept 2021 and it was also received used and damaged. This was also only purchased in Sept 2021 and backorder to take advantage of the 48 month financing. It was shipped Feb 13, 2023 . Reference the attached email where Musicians Friend offered to exchange it for a different item and keep the 48 month 0% promotional financing. I am currently being charge full interest and incurring $30/per month interest. I would like the financing (this is on a Musicians Friend Credit Card) corrected and the finance charges reversed or a credit in the amount of the charges that have been applied and , most importantly, the item at the 48 month 0% as agreed to in the attached email.
Business Response
Date: 04/11/2023

I am very sorry that the financing was incorrect on your
order. We submitted this to Synchrony to have it updated to 48 months. Give it one
to two billing cycles for it to show on your account.
As far as a credit for the interest charged, Synchrony
should retro you that once the financing is updated. If not, I would suggest
reaching out to them since they are the ones who handle that.

Again, I am sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.

Thank you.
Initial Complaint
Date:03/06/2023
Type:Delivery Issues
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 decided on a Pearl Roadshow drum set with special symbols for my daughter for a Christmas present and when I was on Guitar Centers website, I saw the perfect one and the price was a great deal since it was Black Friday. I called in to make the purchase and was told a different price than what was online. The gentleman gave me the price we both saw online and honored it. Weeks go by and no drum set, I got an email stating it was back ordered but the person who helped me place the order never said a word about it not shipping out right away and that there may be any issues with it. I then called in to ask what the problem was. The representative said that the item was backorder and she had no ETA on when it would ship out. She asked if I wanted to cancel the order and get something new. I told her no that I needed to talk with my husband. She did it anyways and I call3d back immediately after getting the email canceling the item. I was forced to get a new drum kit and told the next person that I wanted the same exact thing for the same price and was told you had it ready to ship but in a different color than I ordered. I said ok let's just do that. Get the items, wrap them for Xmas. We hired her drum teacher to set them up less than one month ago and here we are today with waves under the base drum and when I called to tell you guys I am told to call the warranty people that you won't do anything there. Less than a month and already issues? I want a FULL refund and nothing ro do with tour company again for everything I have gone thru.
Business Response
Date: 03/09/2023

I am sorry for the inconvenience and the issues you have
been having and are having with your drum set.
The best course of action would be to contact Asurion (our partner
who handles the warranties) at ###-###-#### and give them your order
number which was MFSF*********1. They will be able to assist you in taking care
of this.
Once you have the claim number from Asurion,
you can give it to us and we can follow up with them.
Additionally, I will be following up with the
management team over the agents you worked with to ensure a better customer experience
going forward.
Again, I am very sorry for the inconvenience and
frustration. If you need anything else, please do not hesitate to ask.
Thank you.
Customer Answer
Date: 03/10/2023

I will contact them tomorrow, will they be able to refund the full set? I am asking for a full refund and for the set to be returned to your company. I also plan to let Pearl know what has occured. I find it hard to believe that the original set I ordered was not available and that this was the compromised set I was sold. I do not plan to use Asurion if they are giving a new drum since this should have never even happened so soon after opening the set. Please let me know how to proceed with getting a fill refund for the set.

A**** ******

Business Response
Date: 03/15/2023
Thanks for the response.
Asurion will likely want to see if they can repair or fix your
drum set first before attempting a full refund.
Could we please have pictures of the damage and any other
information regarding the damage / waves on the bottom of your drum?
You can forward these images to [email protected] and
we will access and get back to you once we have reviewed.

If there is anything else that we can assist with in the
meantime, please don’t hesitate to email or call us.

Thank you
Customer Answer
Date: 03/15/2023

I am rejecting this response because:

I contacted Asurion who told me I needed to call Pearl since it is covered under the manufacturers warranty, Pearl said Asurion handles it so now I am the monkey I the middle with no help from anyone. I want a full refund given the circumstances of the ordering process and now this. I want nothing to do with Guitar Center/MF. I am filing a complaint with my bank now to dispute the charges. You sold me a defective product.
Now no one will take responsibility for the item sold. Not acceptable.

Regards,

A**** ******

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Musician's Friend, Inc. is BBB Accredited.