Complaints

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

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  Palen Music Center

  1560 E Raynell Pl Springfield, MO 65804-6441

• 

  Palen Music Center

  1202 S Range Line Rd Joplin, MO 64801-5592

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:03/09/2025

  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.

  On 2/18, I ordered a set of xylophone mallets from Palen Music. I believe they were supposed to arrive within 7 days by ****. Then I got a notice that they had been delayed due to bad weather in the *******. Finally, at least a week later, tracking showed the item was on a **** truck. I texted the company, & they said to let them know if the item arrived this weekend. It didn't, so I texted that information to them. I got an immediate reply that this matter would be addressed the next business day. I'm so disgusted about this! We're in the 2nd week of March now! This was mailed in the *************! I want my money back.

  Business Response

  Date: 03/10/2025

  Dear Better Business Bureau and ****,
  Palen Music Center acknowledges Jean's complaint regarding the delayed delivery of her mallet order. We sincerely apologize for the inconvenience.
  The order was shipped promptly and transferred to ****. Due to known **** delays, and to prioritize customer satisfaction, we have issued a full refund. Palen Music Center will absorb the cost of the product and shipping.
  While the order is still in transit, we believe this resolution is the most appropriate. Again, the customer has been notified by email and phone that the refund has happend and the product is still out for delivery. 

  Quinn 

   

• Initial Complaint

  Date:01/17/2025

  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 brought two instruments (guitars) in for a service called PLEK. When I received the instruments back from Palens music center they were in poor condition. I called immediately and spoke to Manager ****** who told me to send the guitars back and they would see to them. I asked him if the instruments would be insured as they are rather expensive custom guitars. He said Palens would cover the guitars in case of any damage. I was delayed in sending the guitars back with holiday travel and life. I called ****** a few weeks later once I had time to drive the guitars to a local Palens who would transport the guitar ( I only sent one of the two) to *********** ** from ************ AR. I received the guitar on 1/15/25 and the instrument was damaged. There is a 2-3 cm size hole in the finish of the guitar that punctures into the wood below. It would take a substantial force to cause such damage. I called Palens and spoke with ****** who passed me along to ***** **** the snake appeared to listen and then called me back accusing me of some fantasy in his head. I explained to him that he had the instrument to examine for over a week. He offered a partial refund and out right denied any compensation to fix the damage caused by their staff. He was rude and accusatory towards me. I have photographic evidence which proves the damages happened at Palens or during transport to the store by Palens employees.

  Business Response

  Date: 01/24/2025

  Dear BBB,
  Thank you for the opportunity to respond to this complaint. We value our customers and take great pride in our repair services. Below is an overview of the timeline and the steps we have taken to address the customers concerns:
  Initial Repair (November 26, 2024)
  The customer brought two guitars to our *********** location for a Plek setup and related services.
  The work was completed on the same day.
  After the Plek process, the customer was invited to play and inspect both guitars to ensure they met his preferences. He spoke with two of our employees, ***** and ******, stating that the guitars played awesome and that he was happy with the results. We have camera footage of this interaction.
  Customer Follow-Up (December 9, 2024 13 Days Later)
  The customer contacted us, claiming the guitars were not repaired correctly.
  Because nearly two weeks had passed and the guitars were no longer in our care, we were uncertain what specific issues had arisen.
  Our Store Manager, ******, immediately offered to make any necessary adjustments free of charge, even though we were not obligated to do so. We did this purely to ensure customer satisfaction. The customer agreed but did not bring the guitars in at that time.
  Second Follow-Up (December 28, 2024 32 Days After Repair)
  The customer called again, asking if he could drop off one guitar at our **********, ******** location rather than ************
  Our Springdale team confirmed they could accept the guitar and forward it to our Springfield shop for inspection.
  Drop-off at ********** (December 31, 2024 35 Days After Repair)
  The customer dropped off his guitar in ***********
  It was shipped to *********** to be placed in our repair queue.
  Inspection and Adjustments (January 14, 2025)
  Our technician in *********** inspected the guitar and made the adjustments requested in the handwritten note the customer left in the case.
  We completed these requested adjustments promptly.
  Guitar Ready for Pickup (January 16, 2025)
  The guitar was returned to the Springdale store, and the customer was notified it was ready for pickup.
  Customer Pickup and Subsequent Complaint (January 17, 2025)
  The customer retrieved the guitar, then called later that day claiming it was in worse condition and had incurred new damage.
  We immediately investigated these allegations. Given our careful repair process and handling procedures, we found no evidence of the damage described.
  The customer spoke with our District Manager, **** *****. Mid-call, the customer became upset. In an attempt to resolve the matter, **** refunded one of the service charges ($250).
  Further Communications
  Following the refund, we received several emails from the customer addressed to our executive team, referencing ****************** and our CEO by name and comparing our policies to deny-defund-depose, which our team found concerning.
  We responded, reiterating our offer to meet in person, inspect the guitars together, and address any outstanding issues free of charge. The customer declined.
  Throughout this process, we have made significant efforts to resolve the customers concerns:
  We confirmed his initial satisfaction on November 26, supported by camera footage of him playing both guitars and approving the work done by ***** and ******.
  We offered free follow-up adjustments as soon as he voiced concerns on December 9even though we were not obligated to do sosimply to ensure his satisfaction.
  We complied with his request to drop off the guitar in ********** and performed additional adjustments per his instructions.
  We granted a $250 refund to demonstrate our commitment to making this right.
  Despite these efforts, the customer remains dissatisfied. We stand by the quality of our repairs and believe our actions have exceeded reasonable standards of customer service and are confident no damage was done. Should the customer change his mind, we are ready to collaborate in finding a resolution and ensuring his guitars meet his expectations.
  Thank you for your time and consideration.

  Business Response

  Date: 01/24/2025

  Dear BBB,
  Thank you for the opportunity to respond to this complaint. We value our customers and take great pride in our repair services. Below is an overview of the timeline and the steps we have taken to address the customers concerns:
  Initial Repair (November 26, 2024)
  The customer brought two guitars to our *********** location for a Plek setup and related services.
  The work was completed on the same day.
  After the Plek process, the customer was invited to play and inspect both guitars to ensure they met his preferences. He spoke with two of our employees, ***** and ******, stating that the guitars played awesome and that he was happy with the results. We have camera footage of this interaction.
  Customer Follow-Up (December 9, 2024 13 Days Later)
  The customer contacted us, claiming the guitars were not repaired correctly.
  Because nearly two weeks had passed and the guitars were no longer in our care, we were uncertain what specific issues had arisen.
  Our Store Manager, ******, immediately offered to make any necessary adjustments free of charge, even though we were not obligated to do so. We did this purely to ensure customer satisfaction. The customer agreed but did not bring the guitars in at that time.
  Second Follow-Up (December 28, 2024 32 Days After Repair)
  The customer called again, asking if he could drop off one guitar at our **********, ******** location rather than ************
  Our Springdale team confirmed they could accept the guitar and forward it to our Springfield shop for inspection.
  Drop-off at ********** (December 31, 2024 35 Days After Repair)
  The customer dropped off his guitar in ***********
  It was shipped to *********** to be placed in our repair queue.
  Inspection and Adjustments (January 14, 2025)
  Our technician in *********** inspected the guitar and made the adjustments requested in the handwritten note the customer left in the case.
  We completed these requested adjustments promptly.
  Guitar Ready for Pickup (January 16, 2025)
  The guitar was returned to the Springdale store, and the customer was notified it was ready for pickup.
  Customer Pickup and Subsequent Complaint (January 17, 2025)
  The customer retrieved the guitar, then called later that day claiming it was in worse condition and had incurred new damage.
  We immediately investigated these allegations. Given our careful repair process and handling procedures, we found no evidence of the damage described.
  The customer spoke with our District Manager, **** *****. Mid-call, the customer became upset. In an attempt to resolve the matter, **** refunded one of the service charges ($250).
  Further Communications
  Following the refund, we received several emails from the customer addressed to our executive team, referencing ****************** and our CEO by name and comparing our policies to deny-defund-depose, which our team found concerning.
  We responded, reiterating our offer to meet in person, inspect the guitars together, and address any outstanding issues free of charge. The customer declined.
  Throughout this process, we have made significant efforts to resolve the customers concerns:
  We confirmed his initial satisfaction on November 26, supported by camera footage of him playing both guitars and approving the work done by ***** and ******.
  We offered free follow-up adjustments as soon as he voiced concerns on December 9even though we were not obligated to do sosimply to ensure his satisfaction.
  We complied with his request to drop off the guitar in ********** and performed additional adjustments per his instructions.
  We granted a $250 refund to demonstrate our commitment to making this right.
  Despite these efforts, the customer remains dissatisfied. We stand by the quality of our repairs and believe our actions have exceeded reasonable standards of customer service and are confident no damage was done. Should the customer change his mind, we are ready to collaborate in finding a resolution and ensuring his guitars meet his expectations.
  Thank you for your time and consideration.

  Business Response

  Date: 02/17/2025

  To Whom It May Concern:
  This letter is Palen Music Center's response to the complaint filed by Mr. ***** ******* regarding services performed on two guitars. We have carefully reviewed Mr. ********* complaint and offer the following information to clarify the timeline of events and our efforts to address his concerns.
  Mr. ******* brought two guitars to our ***********, ** location for ************ on November 26, 2024. Following the service, Mr. ******* sat down and play-tested both instruments in our store. He expressed his satisfaction with the work at that time, a sentiment corroborated by both employee interaction and in-store camera footage.
  Thirteen days later, on December 9, 2024, Mr. ******* contacted us with concerns about the guitars. Given the significant time lapse since his initial satisfaction and the guitars having been out of our possession for this period, the nature of these concerns was unclear. Nevertheless, our Store Manager, ******, offered to make any necessary adjustments free of charge as a gesture of goodwill.
  On December 31, 2024, 35 days after the initial service and after Mr. ******* had possession of the instrument, he dropped off one guitar at our **********, ** location. This guitar was subsequently shipped to our ***********, ** store for inspection and adjustments per Mr. ********* written instructions. These adjustments were completed, and the guitar was returned to the Springdale store for Mr. ********* pickup on January 16, 2025.
  Upon receiving the guitar in **********, Mr. ******* did not mention any damage to the instrument. He declined to inspect the guitar in the store and instead took it home. According to his own admission, he then made further adjustments himself. It was only after these adjustments that Mr. ******* contacted us on January 17, 2025, alleging new damage to the guitar. During a conversation with our District Manager, **** *****, Mr. ******* confirmed that he had worked on the guitar himself, specifically attempting to adjust the action. The discussion of the alleged damage arose during this conversation. Our internal investigation has found no evidence to suggest the damage occurred while the guitar was in our care. In an attempt to de-escalate the situation and address Mr. ********* dissatisfaction, Mr. ***** refunded 100% of the cost of one of the two ************s.
  The extended period between the initial service, Mr. ********* expressed satisfaction, the subsequent concerns raised much later, and the guitar's return, coupled with Mr. ********* admission of adjusting the guitar himself after declining an in-store inspection and not mentioning any damage at the time of pickup, makes it extremely difficult to ascertain the origin of the alleged damage. The guitar was out of our direct control for a substantial period, during which time numerous factors, including Mr. ********* own adjustments, could have contributed to the reported damage.
  Palen Music Center has made considerable efforts to address Mr. ********* concerns. These efforts include offering free adjustments, performing requested modifications, issuing a partial refund (covering one full ************), and offering to meet with Mr. ******* in person to examine the guitar and discuss possible resolutions. This offer remains open.
  While we are confident that the alleged damage did not occur while the guitar was in our possession, we value our customers and are committed to resolving issues fairly. We believe a direct, collaborative inspection of the instrument is the most appropriate next step.
  Sincerely
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair 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.

  Took fender Stratocaster in for repair after self replace pickups & wanted S-1 switch install and consolidate two tone k**** to one master tone knobs.Bridge pickup wasn't getting sound after I replaced, needed tech. All other pickups worked.Tech quoted 3 days.Now is going on two weeks and tech is saying neck pickup is bad, Even though it has sound.Have already been charged for work and still not completed. Am disabled veteran senior citizen and am fairly sure I am being gouged.

  Business Response

  Date: 09/03/2024

  I called the consumer when we got notification of the complaint. We have worked directly with them and he expressed that he wishes to take the complaint down. 

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  **** was great at responding and resolving issue. *** the manager showed me the contact text sent via p.c. app.

  Issue is problem with ********* as text was not received. ****** issues are not palen fault if teacher doesn't do his/her due diligence. *** has resolved issue beyond expectations.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/26/2022

  Type:Sales and Advertising 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.

  Palen Music Center falsely advertised on their website about a xylophone mussar kit that I had rented. In the photo it shows the xylophone, practice pad, rolling bag, 2 drumsticks and 2 mallets. Below in the description it states "The method book required by school and director will AUTOMATICALLY be added to your shopping cart. We've done the homework for you and will make sure you have the exact materials your director is requesting." Then further states "The percussion supplies package includes TWO EXTRA PAIRS of ***************** snare drum sticks, a folding music stand, and a metronome." which I did not purchase as it was expensive for what I thought was extra sticks. I never recieved the books or any sticks of any kind to use with the xylophone or practice snare pad. How can they show it in the kit and display that description and have the audacity to tell me its not false advertisement?

  Business Response

  Date: 09/09/2022

  I have spoken to the customer and we are sending him the items that he requested.

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************