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Business Profile

Music Instrument Store

Musician's Friend, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Musician's Friend, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Musician's Friend, Inc. has 13 locations, listed below.

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    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.

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    • Initial Complaint

      Date:07/21/2022

      Type:Product Issues
      Status:
      Answered
      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 stupid deal of the day $60 mandolin. The mandolin arrived defective. I asked for an RMA and a return label, and I was told by two different associates they would be emailing me a label. Finally, after 2 weeks of back and forth, an associate told me my item did not qualify for a return label. The first and third associates I spoke with tried to blame the defective instrumen's breaking on me. I originally wanted to simply order a new one and return this one, but they would not even honor the original price. Now I am stuck paying for shipping to send a defective item back to Musicians Friend - for issues that are not my fault. If this company can't even get a $60 sale right, how would I trust them with a more expensive purchase? They are no 'friend' to any musician.

      Business Response

      Date: 07/22/2022

      Thanks
      for contacting us and we apologize for the inconvenience this has caused.
      Receiving
      an instrument defective or broken most certainly qualifies for a free, prepaid
      return shipping label provided by us. We typically send these to your email
      address.
      We
      will make sure to follow up with the management teams over the agents that you
      worked with to ensure for a better customer experience going forward. We
      apologize for the inconvenience and frustration this has caused.
      Looking
      over your return, we are showing that you contacted us yesterday and a return
      label was sent to an alternative email address for you. If you did not get this
      or still need assistance with your return, please email us at [email protected] and we can assist further.
      If
      there is anything else we can assist you with, please don't hesitate to
      ask. 
      Thank
      you

    Musician's Friend, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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