Complaints

This profile includes complaints for Music & Arts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Music & Arts has 66 locations, listed below.

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  Music & Arts

  7550 Teague Rd Ste 115 Hanover, MD 21076

  
• 

  Music & Arts

  5295 Westview Drive, Suite 300 Frederick, MD 21703-7159

  
• 

  Music & Arts

  7839 Maltlage Drive Liverpool, NY 13090

• 

  Music and Arts

  3811 Evergreen Pkwy Bowie, MD 20716-2228

• 

  Music and Arts

  1388 Chain Bridge Rd McLean, VA 22101-3904

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:09/01/2022

  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.

  My daughter has been taking lessons here for a year almost. We decided to take a break. Upon doing so they were to refund me for credits we still had on our account. Numerous calls and numerous times in person going here it was always a run around. Had to fill a form part of the process ok, understandable. Said 3 to 7 business days I'd see my refund. Well I'm going on a month and still know refund. Now this place merged companies and someone else's handles their claims. They are so backed up and only service 500- 700 claims a week. After calling and demanding answer the manager here looks this info up. My claim number was over 3500. Needless to say this is not right for the customers and nowhere when we signed up here did it say this would happen. This is ridiculous. I mean they wouldn't give a stranger a lesson on an iou . Why should I accept not having my money back already.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 7, 2022/09/12) */
  Dear **************
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your lesson account. I can confirm that you will be receiving a refund for 2 lessons. They will be credited back to the original form of payment. Please allow 7-10 business days for processing.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:09/01/2022

  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.

  My employer recently tasked me with launching a building in Syracuse so I decided to take guitar lessons at the Music & Art Store (specific location: 4106 NY-31 Suite 901, Clay, NY, 13041). I also purchased my guitar and other necessities at this location. However, due to unforeseen circumstances I had to return to my home in NC. With hopes of returning back to NY, I rescheduled my last two lessons. After realizing I would not be able to return for lessons I called the store immediately to speak with Nolan. Nolan was very understanding and stated he would provide me with the customer service number to obtain a refund. As promised, an email was sent. However, Jacob sent a follow up email stating he and Jake would be taking care of the refund in store. Yesterday (8.31.2022) I received a call from the store manager (can't remember her name) stating I will NOT be getting a refund. She did not state why or acknowledge that I was previously advised, verbally and via email, that a refund would be issued.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 7, 2022/09/09) */
  Dear ********************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your lesson account. I can confirm a refund in the amount of $60.00 is being processed back to your original form of payment.
  
  If you have any additional questions or concerns please feel free to contact us at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 9, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you. Before I confirm agreement, can we ensure my credit card information is removed from auto draft and that I will not be charged going forward please?
  
  
  Business Response /* (4000, 13, 2022/09/20) */
  Dear ********************,
  
  I can confirm that your account is canceled and your credit card has been removed from auto-pay.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 15, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for confirming my information has been removed. When will I see reimbursement?

• Initial Complaint

  Date:08/27/2022

  Type:Customer Service 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 (Customer# ***********) placed an order for rental in early Sep 2021 for my son's orchestra at school. But his school cancelled orchestra because of lack of music teachers. The school sent the instrument back to Music & Arts in late Sep 2021. We did not touch/use the instrument from beginning to end.
  
  As you can see in school's email, parents should automatically get refund. But I never get it. Since then I have been in touch with Music & Arts trying to get my refund. Each customer representative at Music & Arts told me that they would later give me a call for refund confirmation. Nevertheless, I have never heard back from any one of them.
  
  Today I reached out to Music&Arts again. The agent who picked up my call at 11:55am CST 8/26/2022 was rude and inconsiderate, and does not come with the spirit of customer service. When I requested to talk her manager, she urged me to understand that my request to talk to her manager may be DECLINED!
  
  This is the worst customer service representative I have ever met with. I would like Music&Arts to learn that customer experience and customer engagement is essential to their business. Thank you.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 7, 2022/09/09) */
  Dear ********,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your account. I have opened a customer support ticket to have this reviewed for you. It will take 3-5 business days for a resolution and there is no guarantee that you will receive a refund.
  
  Please check back with our Customer Service Department for an update at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 9, 2022/09/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As how I have been always treated by this company, they never follow up with a response that they have promised. I have not been contacted by anyone from Music & Arts in the past week. The dollar amount involved was little and was not my major concern. However, I am very upset by how this company has been treated their customers. Horrible customer services I have ever experienced. Stay away from this company. They behave like a scam.
  
  
  Business Response /* (4000, 11, 2022/09/20) */
  Dear ********,
  
  I can confirm you were refunded on 09/13/22 in the amount of $15.00 to your credit card ending 7046.
  
  If you have any additional questions or concerns please feel free to contact us at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:08/23/2022

  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.

  In May 2022, we ordered a piano bench online and it was delivered to our house. Upon opening the box we were missing one of the bolts for fastening the leg in place, My wife placed a call and requested a replacement bolt from an individual who we could hardly understand because of a very thick accent. A week later we received an entirely new bench in the mail. There was no directions as what to do with the old bench. We took the additional bench to the local Music and Arts store at 5350 W Bell Road in Glendale AZ and returned it to them on June 11th. About one month later we got a call from Music and Arts headquarters and were told that we had not returned the bench, We told them the we had already returned the item to our local store and were told they would check into it and to not worry about it. In July we got a letter from a collection agency for a product we had returned to the store. In order to save our credit score we PAID FOR A PRODUCT WE HAD RETURNED TO THE STORE UNUSED AND STILL IN ITS ORIGINAL BOX . We thought this would be the end of this, but today we got another call from Music and Arts telling us we owed another $15 for collection charges. We told them the whole story, but to no avail. We asked to speak to a manager and were told they did not have any. All of this for a product we returned to Music and Arts months ago.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 10, 2022/09/09) */
  Dear *****************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing regarding your order. I can confirm that your credit has not been affected and the $15.00 fee was removed from your account. Please provide us with your return receipt at [email protected] and we can issue you a refund for the returned item.
  
  If you have any additional questions or concerns please contact us at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 12, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, I do not have a return receipt from the Music and Art store we returned it to. On the day we returned it we were told they could not print a receipt as their printer was not working. On two different occasions we were told their printer was not working so it seems to be an 0nging problem with this store.
  
  
  Business Response /* (4000, 16, 2022/09/20) */
  Dear *****************,
  
  Your account is closed with a zero balance. If you have any additional questions or concerns please feel free to contact us at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service 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 August 4th for my son's items he needed beginning band this year. I ordered 3 items. I received 2 items August 8th and I was missing the book he needed for class. I contacted the company via email that the item was missing and I have never received a response. I waited several days to see if maybe the item would be sent in another shipment. I sent the company a message via their ******** account, I never received any response. I sent another message via ******** and their online contact form and still did not receive any response. I called the company and they outsource their customer service apparently to a company. I spoke with a representative named Marvin. He seemed to be confused with the very simple situation that I was simply missing one of the three items ordered. He assured me he would take care of the situation and told me to expect an email confirmation. Now several days have passed and I have not received any email confirmation or correspondence from the company. I have sent another email via the online contact form this time to their sales department to see if I could get a response. It has since been several days and still no response. I just contacted them via phone prior to this report to BBB and was given the same response by the representative I spoke with that she will send an email confirmation that the situation is being resolved. I explained to her that I have already been through that process and never received any email. She said to expect it in 24-48 hours. So I will continue to look for the email. It's very frustrating that it is impossible to speak with or contact anyone that actually works for this company. The online contact system is worthless if no one cares to follow up or correspond to issues. I have checked all my junk folders, there has been no attempt to contact me regarding my order. My son is now 4 weeks into the school year. The only way to contact the company is via phone which is outsourced to out of country
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 10, 2022/09/09) */
  Dear *************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing regarding your order. I can confirm the replacement book was shipped and delivered to you on August 26th.
  
  If you have any additional questions or concerns please feel free to contact us at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service 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 July 1st, I placed an order for items that were "In stock & Ready to Ship" according to their web site. Shipping was to occur within 2-7 business days according to the policies on their web site. On July 11th, I checked the status of the order and the stock status of the product. The product was still shown to be "In Stock & Ready to Ship" but my order had not shipped.
  
  I contacted customer service via email on July 11th to find out the status of the order. Wanda H***** asked that I check back on July 15th. On July 15th, I inquired again and Wanda H***** responded that the order would be shipped in 11-15 weeks (yes, weeks...that is not a typo).
  
  On July 19th, I asked to find out how my order was not shipped when the item was in-stock. Wanda H***** replied, "Unfortunately we can't control the quanity(sic) of what the vendor sends out. Maybe at the time you did your order, there may have been other orders before you ordered the item on July 1, 2022, and whatever amount of the item that came in, those orders were filled and shipped first (this does happen at times)."
  
  On July 20th, I asked that Wanda H***** escalate the issue to a supervisor and she replied that she had escalated the issue to her supervisor on July 24th.
  
  As of August 19th, no further explanation has been provided from Music & Arts. The business practice of displaying items as "in-stock" when they are not available is a deception tactic to falsely lure customers to purchasing items.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 7, 2022/08/25) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your order. I have escalated this to our Customer Service Supervisor Devon and she will be reaching out to you to discuss your concerns.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 9, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response is simply informing me that they will have a customer service person reach out to me. There is nothing in the response to accept.
  
  
  Business Response /* (1000, 16, 2022/09/09) */
  Dear **************,
  
  Please see the attached screenshot from our website which shows your item is on backorder. Devon has been in contact with you regarding this. Unfortunately we do not have an ETA on when your items will arrive. You are able to cancel your order at any time by calling 1-888-731-5396. Devon will reach out to you again to discuss.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 18, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There company has not provided anything to accept. I am aware of the fact that they do not currently have the item in stock. I am not questioning that. I am attaching a screenshot showing that the item WAS in stock when I placed the order on July 1st. This complaint is not about them being out on stock now - this complaint is about the company not sending my order when they WERE in stock.

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service 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 the ***************** Trumpet Trim Kit on December 15th 2021 and here it is now August 19th 2022 and I have still not received this product. I have called the phone number in my order confirmation email and the representatives that I have talked to only say that they will look into it and email me an update. I have yet to receive any update from them through email though I have called monthly for the past 8 months. This is no way to run a business. I understand that there are shipping issues from COVID, but a simple update on that status should not be that difficult.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Dear ***************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your order. I have escalated your concerns to our Customer Service Supervisor Devon and she will be reaching out to you to resolve.
  
  Thank you for your time,
  
  Jessica N*****
  
  Consumer Response /* (3000, 12, 2022/09/12) */
  I have still not been contacted by the business to get any kind of update on this order.
  
  
  Business Response /* (4000, 16, 2022/09/22) */
  Dear ***************,
  
  I can confirm that you spoke to our Customer Service Supervisor Devon today 09/22/22 regarding your order. She provided you with an update on your order and her direct contact information.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:08/17/2022

  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 opened an account for my daughter's school clarinet. I placed my mother's card on file as she authorized.
  
  Almost six months later, I open another account for a sax. I used my personal card. Yesterday, they decided to commit a crime and unmask my mother's card to use on the sax account. We never gave them permission to use the card on this account. They charged a family member $443.83 for an account I open for a clarinet. Over six months later I open.
  
  They gave me case #**********. Told me a refunded and told me they would not be refunding.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 7, 2022/08/25) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your rentals. Per your contracts Music & Arts has permission to charge any past due balances to any credit card provided. If you would like to pay with a different credit card and have us refund the card charged please call 1-800-676-7760.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 9, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I had three different instruments. The first I rented was a Clairnet over a year ago. My daughter's grandma putt her personal card on file.
  
  A year later I rented a trumpet. A month after that I rented a saxophone all different locations. Music and Wrts committ fraud when they unmasked the card on the clarinet account and put it on to the other instruments. This is not legal. Refund the card. Un do the crime committed by your company.
  
  I have been trying to request an arbitration hearings as out lines in the 3 separate contracts signed. I have been given 4 different reasons to why the fraud was committed by your company. Can you schedule the arbitration? If not I will need to contact small claims court.

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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 rented a flute online on July 30th 2022, they send me via email the contract and I have been waiting for a tracking number, the price included the shipping. I called at least 7 times to the phone number that they provide in the contract and in the website. No one customer service agent gave me and answer, some of them told me they will call me back or email me with a resolution, couple of them were so rude and disrespectful. I called again today to cancel everything and again they told me they will be sending me a email with the cancellation information, still waiting...
  I asked to speak with a supervisor or a manager and they denied it. I really don't know what to do and it's almost time to pay for a second month of rent of an instrument that I have not received. It's the worst customer services I have experienced in my life
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 7, 2022/08/25) */
  Dear ***************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your rental. I can confirm your rental has been canceled. Your credit card ending 1121 was refunded $21.76 on 08/20/22, please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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 rental with this business and they defaulted on the rental by providing a instrument that did not match the description of what was provided online. I reached out to the local company and they provided another instrument that was not a match. I requested to speak with the district manager. By the time the district manager called me back there were no more instruments to rent. The district manager only offered me an instrument for purchase. When I ordered the item for purchase there was an option for next day delivery with an additional payment of over 97 dollars. I opted for next day delivery and called customer service to verify that the item would come the next day. Joy told me that the item would come the next day. The item did not come next day. It was late.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 7, 2022/08/25) */
  Dear *******************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your order. I have escalated your concerns to you Customer Service Supervisor Devona and she will be reaching out to resolve.
  
  Thank you for your time,
  
  Jessica N*****