We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pianos

Kawai Piano Gallery Kansas City

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pianos.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    Type:Billing 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 purchased a new good piano at this store on April 20th,2025 with paying the full price more than $6000. But they delivered a damaged piano to me. I rejected to accept the damaged piano and asked them to replace a totally new piano without any damages. After 8 weeks they delivered me another more damaged piano again. They forced me to accept the repairment. I want to ask some refund because I paid for the totally new piano not the damaged repaired piano. They refused to refund me just schedule the repairment. I contacted the Kawai company couple times, no body response to me.

    Business Response

    Date: 07/07/2025

    Good morning,

    My name is ***** ****** from the Kawai Piano Gallery in Kansas City. *** visited our store in April this year to view our upright pianos. She decided to purchase one and paid $5,600 for a Kawai model K200, this was including delivery which is normally $800. The normal price for this piano is $7,195, for *** we discounted the  piano $2,395 (30%.) Unfortunately, when pianos are delivered, there can be small amounts of damage associated with the moving of a heavy object. We offered to replace her piano with another brand new unit. *** asked that we deliver a piano brand new in a box to her home. We suggested that we unbox the piano in our gallery and perform the routine inspection and preparation for the piano. It is against our policy to deliver brand new pianos in a box as there can be issues. *** insisted that it be delivered brand new in a box. We proceeded to order another new K200 from the manufacturer and when this arrived, we scheduled the delivery of the new piano. When the piano was delivered to her home and unboxed, there was a minor issue with a sticking piano key as well as the piano being out of tune. We have *** two options, 1. Allow us to quickly send a technician to her home to perform the normal make ready for a piano. 2. Allow us to schedule a technician to visit her home and repair the small damage on her previously delivered piano. *** asked that we repair the previous piano and we agreed to this option. After agreeing to this option, *** asked for an additional $1000 discount including us repairing the piano. Unfortunately with the $2,395 discount already in place, we could not offer any additional discount. *** then contacted the manufacturer who then informed us that *** had visited her local Kawai piano dealer and this dealer would not do business with her as a result of being difficult in the store. The technician visited ***'s home and completed the repair. The report from the technician stated that *** was happy with the repairs and the piano did not need additional work. We would give *** the option to replace her piano again at a non discounted rate with the additional delivery fee. 

    I would also like to note that I have spoken with *** multiple times over the course of this replacement process and have not ignored her calls.

Kawai Piano Gallery Kansas City is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.