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

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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:02/22/2023
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.
-I called on 2/8/23 and spoke to Brandon about purchasing a Gibson Elvis Dove ($4,699 before tax). He told me it was in stock and the best price he could do was 15% off. At this time I asked him whether I could combine that with the 48 month financing and he said yes. I said I would consider and call back.
-I applied for their credit card/was granted credit in order to process transaction shortly thereafter
-Called Brandon back on 2/28/23 and attempted to purchase. As he was attempting to perform the transaction it would not let him and he proceeded to tell me he could not honor the price and the financing as he previously stated. I let Brandon know that I considered this a bait and switch considering I specifically asked and asked to speak to a supervisor which he told me he consulted, but could/would not let me speak to. The conversation ended at this stage as I wanted to think about it.
-I placed an online order on 2/8/23 (and credit card was charged) as I could not get a hold of Brandon for this guitar. It showed in stock.
-On 2/10/23 I received a backorder notice.
-On 2/17/23 I noticed the guitar showed in stock (which it still does as of 2/22) so I utilized the chat function and traded messages with Isaac S. I asked Isaac to uphold the original 15% discount as the company failed both to honor the original price promised and did not have the goods that I was charged for. He was not able to comply but did say that there was a chance that one of their sister companies had it in stock and would email me after he spoke to them (they had not opened yet) which I agreed to. Transcript of conversation attached
-As of 2/22 I have not heard back from Isaac
-On 2/21 I received a voicemail stating the backorder date was 5/20
-On 2/22 I received a voicemail stating the backorder date was 7/2

Company has misled me multiple times and falsely answered questions (which I relied on), and cannot provide a reasonable resolution to this.
Business Response
Date: 02/22/2023
******

I am very sorry to hear about your experience and I
appreciate you reaching out to us.

Firstly, I am going to follow up with Brandon’s management
team on the situation and ensure they get the feedback. Second, I am also going
to be getting with Isaac and his management team to ensure we get an update on
that guitar for you.

Again, I am sorry this has been a poor experience. If you
need anything else, please do not hesitate to ask.

Thank you.
Customer Answer
Date: 02/25/2023

I am rejecting this response because it does not solve the issue and there has been no follow-up from this note since it was posted. Additionally, I was contacted on Wednesday by Isaac and was supposed to receive a call back with his supervisor on Thursday but have yet to hear back. As such, the matter is still open from my standpoint as I still neither have the price I was promised nor the guitar (which still shows in stock and ready to ship on the website despite me telling the company multiple times this is wrong given my conversations/notifications I’ve received).

Regards,

V**** ****

Business Response
Date: 03/02/2023
******

I am sorry that we still have not resolved the issue at the time of your response. My
records state on my end that one of our managers did reach out on 2/25/2023
and talk to you. I hope they were able to assist and take care of you.
If you need anything further please do not hesitate to email
us at [email protected] and we will gladly assist.

Again, I am sorry for the inconvenience. Thank you.
Customer Answer
Date: 03/03/2023

I am rejecting this response because when I spoke to the individual (TJ) on 2/25 he was unable to provide resolution to the issue. Additionally, I requested that he have his supervisor or someone who could solve the issue call me back on Monday (2/27), but have not received that call as of today (3/3). Your company is in breach of pricing laws, has baited and switched on me and has refused to take responsibility or action to correct. As I have stated before, I need either the price concession I was originally promised or the product immediately (which still is being falsely advertised as in stock as of 3/3 despite my numerous notifications) in order to remedy.

Regards,

V**** ****
Initial Complaint
Date:02/13/2023
Type:Service or Repair 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 purchased a guitar and matching case via an online transaction through Musician's Friend on 6/11/2021. This complaint is specifically in reference to: 'Schecter Guitar Research Hellraiser C-1 With Floyd Rose Sustainiac Electric Guitar Black' (Order # MFC10*****5). Per Musician's Friend: "Every guitar you purchase from Musician’s Friend automatically includes our 2-Year Free Warranty, with protection from manufacturer defects." (covering 6/11/21-6/11/23)

The guitar remained in the case at all times, and the case was stored vertically. It was only being out/placed on a stand while I was actively playing, on average 1-2x/week for about 30 minutes at a time if that. It never left the room, and even the humidity was managed to the best of my ability given the multiple musical instruments I have stored.

When I went to play the guitar as usual on 1/24/2023 I found the headstock had almost completely fractured; it was split from the neck up into the first tuning peg. I was horrified given the price tag and guarantee these guitars have. I did find online that these guitars have a weak spot in their design, and do tend to break at the headstock.

I immediately reached out to Musician's Friend that same day 1/24 but was told there was no record of this transaction. I was extremely confused as I had receipts proving otherwise. Eventually my order was confirmed, but they deferred assistance as I didn't purchase 'gold coverage'. Finally on 1/27 I received an email stating a warranty claim had been opened and that someone would be reaching out to me. I was given no reference or case number, or any further details on this.

I have attempted to reach Musician's Friend multiple times to follow up with absolutely no response - most recently on 2/09 which was 13 days after this claim was allegedly opened. This is the sole reason I am now contacting the BBB, I believe I have been more than patient and would like a resolution. I am pursuing warranty coverage for manufacturer defect.
Business Response
Date: 02/17/2023

I am sorry for the inconvenience and frustration. I reached
out to our warranty department since we did have an alert opened on your order
to find out. We are working to get you the information so that we can see what we
can do to help you.

This process usually does take a few days, but if you need
anything else, please do not hesitate to ask.

I am sorry again for the inconvenience.
Customer Answer
Date: 02/20/2023

I am rejecting this response because:
This message again states Musician's Friend is 'working on getting information to me' which should take a 'few days' - it has been approximately one month since initiating the request. I have no reference or case numbers for this warranty claim, and no tangible proof of any action on the part of the business. I will continue to wait for actual information regarding any specific details of the request. This response is very vague with no resolution.

Regards,

B**** **********

Business Response
Date: 02/21/2023

Again ,I am sorry for the frustration you have experienced. We
did contact the warranty team and they will be reaching out to you within 48
hours.
If you need any further assistance you can email us at [email protected].
If you need anything else, please do not hesitate to ask.
Thank you.
Customer Answer
Date: 02/23/2023

I am rejecting this response because:

It has been over 48 hours with no contact from a warranty department as promised.

Regards,

B**** **********
Initial Complaint
Date:01/30/2023
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.
On January 28, 2023 I purchased an EVO 4 2 in 2 Audio Interface Unit from Musician's Friend by way of Walmart.com. Walmart's website bugged and used an old address over the address that Paypal fed them for the purchase. Today, after another order was "delivered", I noticed that the photo did not my match my residence. It was at this point that I discovered the mistake.

I contacted Walmart.com and asked that a redirect or return be made on the item. Walmart assured me that they would reach out to Musician's Friend. I contacted Musician's Friend's customer service number and spoke to "Dave" who told me that there was "nobody to call" in shipping, that I couldn't contact anyone, and that there was "nobody to be contacted." I also contacted UPS and asked that this package be rerouted to the correct address. UPS told me that this could only occur once an attempt had been made - but once an attempt has been made, the item is gone.

I attempted to contact Musician's Friend via their support portal, but received a reply that the message was undeliverable because their mailbox is full. I also waited 90 minutes in chat (3rd in queue) only to have the agent end the chat after a 15 second pause.

I have just received a Walmart response from "Joe" at Musician's Friend telling me that he cannot stop shipping because the item has shipped, but I can return the item for a complete refund - thus missing the point that I will never receive this item.

Walmart has advised that once mis-delivery occurs I can call for a refund either way. I find that morally and ethically troubling. I want Musician's Friend to get their item back and to have my money back.

Musician's Friend has thwarted my every good faith effort to resolve an issue not of my doing. I would ask for their help with this, posthaste.
Business Response
Date: 02/02/2023

I am sorry for the poor experience in getting your order to
you. I spoke with our Market Place team and they stated that we got the order
back at our warehouse. But for a refund Walmart must be contacted since the
order was through them in the first place.
We will be willing to have one our agents reach out and
place your new order for you to ensure this does not happen again, if that is
something you would like let me know.
In the meantime, if you need anything else, please do not
hesitate to ask.

Thank you.
Customer Answer
Date: 02/02/2023

I am rejecting this response because: In order for Walmart to complete the refund you must cancel the order with Walmart. They have already told me as much. Knock it out please. This has taken long enough.

Regards,

E***** ******

Business Response
Date: 02/07/2023

I am sorry this has been a frustrating experience. I spoke
to the management of our Marketplace team which handles Walmart orders. On our
end, we unfortunately are unable to cancel an order that has already shipped.
And it will be processed as a refund in our system.
However, since Walmart is the party that takes payment, only
Walmart will be able to refund you. As we did everything on our end.
Again, I am very sorry for your experience, and I hope you
are able to resolve it. If you need anything else, please do not hesitate to
ask.

Thank you.
Initial Complaint
Date:01/26/2023
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’m very disappointed that I will be advising my friends and fellow musicians that after being a touring musician for over 25 years I will no longer be purchasing any guitars/digital grands from Musiciansfriend.com. After purchasing a $1100 Epiphone Joe Bonamassa ES-335 this week that was advertised as authentic was delivered without the COA and they refused to provide one. At this point I’m not sure if I bought a fake $1,110.00 guitar or not. I have spent over $5,000+ with Musiciansfriend these past 24 months and now they cannot tell me if a guitar I bought from MF this past week is authentic or not and it could be a fake. #joebonamassa

J**** ********
2** ***** *** **
Panama City Beach, FL 32407
Business Response
Date: 01/31/2023

First off, I am sorry for your inconvenience. I reached out
to our missing parts department and they are still looking. They said since
your product was a level 2 open box they are not sure if there is a COA.
Usually: they are in the case department in an Epiphone booklet, under the
accessory bag if the case came with one.

However, as stated above, they are contacting Gibson are
trying to see if they can provide one, but since it was a level 2 open box it
might not be possible. If you would like to return it, we can.
If you need anything else, please do not hesitate to ask.
Thank you.
Customer Answer
Date: 02/01/2023

I am rejecting this response because: Musicians Friend refused to tell me the COA was missing. I asked what the “blemish” as stated on their website and they had no idea. I have not gotten any customer service other than communication from the BBB. I’ve bought 8 guitars, 5 guitar stand and a $1800 digital grand in the last 18 months. I can’t believe they treat regular customers this way.

Regards,

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

Business Response
Date: 02/06/2023

Again, I am sorry for the inconvenience. We have had Gear
Advisors trying to reach out to you and they have emailed you at [email protected] . And we have
responded to your messages via Facebook when you messaged us.

We also got your return so you should see the refund shortly.
And when inspecting the guitar you returned, we did find the Certificate of
Authenticity in the case.
We’re sorry to hear that you feel that way however, If you
have any further questions or need anything else, please do not hesitate to call us at 877-514-8791.

Thank you.
Initial Complaint
Date:01/24/2023
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 placed an order on 1/4/2023 from Musicians Friend for a brand new guitar and the guitar was delivered on 1/13/2023 and the guitar showed up and was clearly used. The guitar was not double boxed like they all come from Yamaha, it was not in its original packaging and the Yamaha guitar was smudged, had finger prints, scratches and even dried food on it.
This is probably the 3rd time I have made a purchase from them and I was sent a used item.
I contacted Musicians Friend and tried to escalate this to someone hire up but they all refuse to do so.
The person I spoke to a supervisor Mr S***** was going to email me all his info and email so I have it if needed and he never emailed me anything. I also emailed another supervisor B** ****** and he hasn't replied. I asked both of them for names and numbers of someone hire up but they refused. All I was told was this guitar came from a shop in CA and someone shipped me a returned guitar, he told me this is information hes not supposed to give me but was doing so because how upset I was and wanted answers. All that was done was I was given a return label and some credit. This is unacceptable and a company as big as Musicians Friend/Guitar Center should not be ripping people off and purposely selling used items to customers its illegal. My order number on this item was MFQ8240044

Thanks,
B*** ********
Thanks you
Business Response
Date: 01/27/2023

I am sorry for the inconvenience in getting this settled,
and we appreciate your feedback. I have forwarded your complaints to the management
team and they shall be reaching out to you within 48 and 72 hours.

If you need anything else, please do not hesitate to ask.

Thank you.
Initial Complaint
Date:01/23/2023
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 purchased an Alesis Command Mesh Kit from this vendor. My card was charged, but the order has not shipped. I reached out to customer service several times and was given a number to call to speak with the shipper. The shipper told me there is no guarantee that the product will be functional and will likely be damaged. The order was for a NEW product. When I inquired about why I wasn’t getting a new product as stated, they told me that nothing with that big of a discount is new. This is misleading and not right. I have no means of recourse, as their support team is largely unreachable and the email I was provided for a Gear Advisor seems to be left unread and no return emails have been send following my inquiries.
Business Response
Date: 01/27/2023

I am very sorry for the inconvenience in trying to order
your drum kit, we appreciate your feedback
Currently: we do not have any of this product brand new in a
box. We are planning on getting a new shipment around 3/10 if you would be
interested in waiting for one. If not, we could see about upgrading you to a
new model of the Alesis kits at a great price. Would you mind telling us who
your Gear Advisor is?
If there is anything else we can do to make this right,
please do not hesitate to ask.
Thank you.
Initial Complaint
Date:01/23/2023
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 placed an order for $393.63 on Nov 29. 2022. As of December 9th the item had still not shipped. Since it took them so long, I no longer needed the item and I canceled the item that date since it was unclear if it would ever ship at all. As of the date of the cancellation December 9th, it said the charges would refund to the card used within 10 business days. December 19th came and went. As of January 21st 2023, there is still a pending charge for $393.63 on my account. I reached out to customer service at musician's Friend on Jan 3 to address the issue. The representative, Bex Green, apologized and admitted it was a mistake on their end. She promised to resolve the issue but ultimately an empty promise as I expected. As of this date issue has not been resolved as promised in writing and charges are still pending. My best guess is that musician's Friend is doing this systematically company-wide with orders in order to illegally record charged and pending charges on customers accounts as assets on their books. My next step is to file a complaint with the FTC and the FBI as well, and since this practice seems criminal. Since pending charges ultimately affects available credit, it ultimately affects my credit report as well. So I will be compiling complaints to the credit bureaus also as well as considering litigation.
Business Response
Date: 01/27/2023

I am very sorry for the inconvenience in trying to get a
refund. I spoke with my verifications department, and we had it corrected, your
open to buy should be $500 on your card as we cleared the authorization charge.
If you need anything else, please do not hesitate to ask.
Thank you.
Initial Complaint
Date:01/16/2023
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.
On 1/7/2021, I purchased a "Lag Guitars Tramontane HyVibe THV30DCE Dreadnought Acoustic-Electric Smart Guitar Natural" for $1499 from Musicians Friend.
At the time, they were running a promotion for 48 months no interest financing with equal monthly payments on certain brands on purchases over $499.
I noticed today that I have been charged interest on my account since 1/2022. The bank indicates the promotion was only good for 12 months no interest. Musicians Friend claims it was only a 1 year promotion as well.

Here's a link to the Internet Wayback machine clearly showing that LAG guitars over $499 fall under the 48 month no-interest financing as I saw the webpage the day I ordered my guitar.

*************************0320/****************

This is super shady and has cost me hundreds in interest fees that I never agreed to pay.

I would either like you to take back the guitar and fully refund the purchase price, or reimburse me the interest that I have paid due to your error/scam.
Business Response
Date: 01/20/2023
Thanks for contacting us and we apologize for the inconvenience
this has been.
Looking over your order, we are showing this was submitted
on the web and in checkout, 12 month financing was selected during checkout
instead of 48 month financing.
We typically can retro price match financing with Synchrony
within 45 days of the purchase, so we cannot guarantee that we will be able to
change this. However, we have reached out to Synchrony to inquire if this can
be done and if it can, we will submit it for you.
Plan Corrections can typically take 1 to 2 billing cycles to
show up on your end.

Please let us know if there is anything else we can do to
help.

Thanks
Customer Answer
Date: 01/23/2023

I am rejecting this response because:

The business’s response is factually incorrect. I did NOT select 12 month financing at the
time of purchase. I very methodically
and specifically chose 48 month financing.
Let’s think about this logically. If a person was to purchase a $1499.00 guitar
online and opted to finance it, which of the following options would be the
logical choice?
12 months no interest financing
48 months no interest financing
Keep in mind that this transaction took place during the
pandemic, when most of us weren’t sure how economic conditions would be
affected. Nobody in their right mind
would choose to finance $1499 over 12 months when the purchase CLEARLY met the
threshold for 48 month financing.
This was either an error on the merchant’s or financial instituion’s
part. If it wasn’t, then this is a scam,
plain and simple.
Your responsibility at this point is to work with Synchrony
to refund any and all interest that was paid on the account.
I have already paid off the over $1000 balance on the card,
which you originally promised could be paid over 48 months.
Do the right thing here, folks. I’m not asking for anything unreasonable and would
like to avoid legal action.

Regards,

P**** *******

Business Response
Date: 01/27/2023
Thanks for the response and feedback.
We have reached out to Synchrony and upon hearing back, a plan correction was submitted.
Plan Corrections can typically take 1 to 2 billing cycles to show up on your end.
If there is anything else we can assist with or any other concerns, please don't hesitate to contact us.
Thanks
Customer Answer
Date: 01/27/2023

I am rejecting this response because:

Please provide the details of the plan submitted to Synchrony Bank; your responses are vague and lack specific information regarding your intentions.

Regards,

P**** *******
Initial Complaint
Date:01/04/2023
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.
On December 12th I went to purchase my son a keyboard from Musician's Friend. I couldn’t get the 15% off coupon to work so I called customer service and, after being on hold for over an hour, I finally got someone. They told me they could manually adjust the price and send a custom quote to my email (see picture 1). I received the quote about 15 minutes later but I couldn't get it to work, so I called back and was told the quote was active and to try again in a few hours. I still couldn't get it to work but it didn't expire until the 16th so I still had plenty of time. On the 16th, I still couldn't get it to work so I called back. This time I got the associate's name (Taylor Alexander) and he sent me a quote that worked. I had been told previously by another associate (S***** *******) that this keyboard was out of stock (see picture 2) and that if I wanted it by Christmas I should order it somewhere else, which I was prepared to do. Taylor informed me that the keyboard I was ordering was showing in stock at multiple guitar centers and that S***** was incorrect. He told me if I paid the $10 for two day shipping and ordered before 2 pm. that the item would ship that day, on the 16th. Hearing this I immediately placed the order at around noon and paid the additional $10 for two day shipping. When I had received no shipping notification, just an order confirmation, on Tuesday the 20th I began to worry. Checking the website, my order was still showing as merely processing. So I called Musician's Friend again and Taylor didn't answer his extension so I spoke to another associate that took my phone number and said I would receive a call back. Ten minutes later an associate from Guitar Center informed me that the company had indeed sold out of keyboards and the stock that was showing inadvertently included the store displays, which couldn't be shipped. I informed him that no one had told me about this and he said nothing could be done besides issue a refund.
Business Response
Date: 01/05/2023
Hello,

Sadly, we do not currently have any shippable inventory for
this product at the time. If you’d like; we can place a new order for you
because we do have a huge chunk coming from the manufacturer coming in between
January 31st and February 4th. If this is something that
you are interested in; let us know and we will have a Gear Advisor reach out.

Any other questions, please do not hesitate to ask.
Customer Answer
Date: 01/06/2023

I have reviewed the response made by the business in reference to complaint ID 18681785, and find that this resolution is satisfactory to me.

Regards,

J**** ******
Initial Complaint
Date:01/03/2023
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.
I ORDERED A KEYBOARD WITH MERIDITH. ON 12/29. I GAVE HER MY DETAILS FIVE TIMES. I DID NOT RECEIVE ORDER DETAILS THROUGH AN EMAIL. I CALLED BACK AND SPOKE WITH JULIO. HE TOLD ME THAT HE COULD NOT FIND THE ORDER. I SENT HIM A COPY OF MY BANK STATEMENT TO SHOW THE ORDER WENT THROUGH IN THE AMOUNT OF $695.87. HE TOLD ME HE FOUND IT AND GAVE ME THE ORDER NUMBER.
WHEN I CHECKED ONLINE THE ORDER NUMBER DID NOT MATCH MY EMAIL. I CALLED AGAIN AND SPOKE WITH MATT. MATT GAVE ME A BIG APOLOGY AND TOLD ME THAT HE CANCELLED THAT ORDER AND PLACED A NEW ORDER WITH A BRAND-NEW KEYBOARD INSTEAD OF THE OPEN BOX AND I RECEIVED THE ORDER CONFIRMATION MFC10887738. THERE WAS THE CORRECT AMOUNT OF FUNDS ON MY DEBIT CARD. NOW THEY CANCELLED MY ORDER AT NO FAULT OF MY OWN AND I HAD $695.87 DEDUCTED FROM MY ACCOUNT. ??????? THIS IS CLEAR FRAUD. THIS NEEDS TO BE REPORTED TO THE HIGHEST CONSUMER REGULATIONS
Business Response
Date: 01/05/2023

I am sorry you had issues receiving your order. I wanted to
let you know, your keyboard is shipped and on its way. Here is the tracking 62*******145 it is due to be delivered tomorrow on
the 6th.
As for the authorization charge on your account, on our end
we cancelled your order, and all pending charges take 5 to 7 business days to
fall off. And since we had a Holiday, that is probably why it is taking a
little longer. I would suggest calling your bank as they might be able to get
it removed sooner. But as it stands it will fall off after 5 to 7 business days
of being cancelled.

Thank you, and if you have any further questions please do
not hesitate to ask.

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Musician's Friend, Inc. is BBB Accredited.