Complaints

This profile includes complaints for American Musical Supply Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Musical Supply Inc.

  8 Thornton Rd Oakland, NJ 07436-3116

• 

  American Musical Supply Inc.

  65 Greenwood Ave Midland Park, NJ 07432

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:07/07/2025

  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.

  
  Complaint: 23567997
  
  I am rejecting this response because: while I can understand that mistakes happen this mistake was regarding a 3000 guitar. Not cheap by any means then when I call for help Im treated as if Im bothering them.  They had no problem taking my money. So I still want the guitar but every time I call for help I get a different representative with a different answer.  I just want what I paid for. Over night it once you get it back.  Ive been patient and dont think Im asking too much.  Thank you
  
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 07/09/2025

  Our system is set up to process orders as efficiently as possible, and they will often process and ship within the hour.  Our fast free shipping is one of the advantages of shopping with American Musical Supply, and we take pride in being able to get orders to our customers as quickly as possible.  Once an order has been approved it is picked for shipment, and at that point we are no longer able to make any modifications to the order.  At the time you called to request the cancellation your order had already processed beyond the point where we would have been able to cancel it.  We would have been more than happy to cancel the order if we had the ability, but that just was not the case in this instance.  

  Regarding your claim that we have provided you unsatisfactory service, I am confused what would have left you with that impression.  I have spoken to you on the phone personally, as well as responded to your numerous BBB complaints, which prompted me to review your phone interactions pertaining to each situation.  I have found no grounds for these claims, and I stand by the service we have provided.  

  Business Response

  Date: 07/15/2025

  You seem to be conflating 2 different situations.  This particular BBB complaint is pertaining to the order you wanted to cancel due to over extending your payment method, but that we were not able to cancel.  Your rejection here is referencing the reroute situation.

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/05/2025

  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.

  The order numbers are as follows r311730 and r3101746 dont know what my options are at this point

  Business Response

  Date: 07/15/2025

  Hello, ****!  I'm assuming this complaint was submitted before our phone call on Friday, 7/11/2025.  I see your guitar is out for delivery as of this morning, so you should have it at your doorstep between 1:05 PM and 3:05 PM.  I also just called to follow up and left you a voicemail.  Please let me know if there are any further issues, or if you have any questions.  I'll be happy to help however I can.

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/23/2025

  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.

  
  Complaint: 23371319
  
  I am rejecting this response because:while I can still purchase items.  They must be paid in full at the time of purchase. I was told by a lady in there account and credit department I am not eligible for their payment plans (6 or 12 months) which I just dont think is fair.  I filed bankruptcy approximately 4 to 5 years ago and all my debt was discharged in the bankruptcy by a judge. So for them to say I cant make a 6 pay or 12 pay based on a 10 year old debt that no longer exists just is not right. Thank you. 
  
  
  
  Regards,
  
  **** ****** didnt want to hear it. She said the debt from 10 years ago would have to be paid before I could buy anything from them on a payment plan. I could only purchase if paid in full. My lawyer says its illegal to do that because credit beaurus are not allowed to put old stuff like that on reports. Your credit score is based on your recent credit history. Not 10 years ago. Theres also a statute of limitations. Its the principle here. To be treated like a criminal just isnt fair especially for a 10 year old debt. I have sent information to my lawyer requesting my bankruptcy papers so they can see them. I have no reason to lie or make up stories. Deeply disappointed in a m s. They lost a loyal customer. I spent a lot of money there

  Business Response

  Date: 05/29/2025

  It looks like there was an old flag on your account that caused this, but I see that you have since had orders process and ship out.  Your account should be good to go at this point.  We apologize for this error, and please let us know if you have any further issues.

  Business Response

  Date: 06/03/2025

  We have since cleared that flag from your account, so you can place orders on our payment plans again; however, they will be subject to the fraud and credit check system, so we can't guarantee approval.  The system will no longer be looking at the previous flag on your account, but things such as your credit score, among other factors, will be evaluated by the system.

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/10/2025

  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.

  
  
  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. I rectified the situation.  
  
  Regards,
  
  **** *********** graduates they are not. In any event. Disappointed

  Business Response

  Date: 05/14/2025

  Hi, ****.  I see you have a new order placed with **** as of around 7:30 PM last night.  You should receive the tracking information later today.  Are you still dissatisfied with your experience with us?  Please let me know if there is anything I can help with.

• Initial Complaint

  Date:05/01/2025

  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.

  
  Complaint: 23273245
  
  I am rejecting this response because:
  ***** threatened to slander me to my bank. Moreover my identity was stolen and all these charges are fraudulent. I later spoke with a supervisor who was helpful and didnt try to threaten me like *****. He said he couldnt wait to tell the bank about the fraud I committed which is untrue and threatening. 
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 05/02/2025

  I have listened to the 3 phone interactions you had with *****.  He made no mention, indication, or implication of anything pertaining to race.  The conversation was entirely focused on the outstanding balance on your account, which we verified based on a matching name, address, phone number, and social security number.  We collected the money from your account to satisfy the outstanding balance.

  Business Response

  Date: 05/06/2025

  Yes, when you stated you will be disputing the charges with your bank, ***** did say that he will tell them the history of your customer account with us.  That is standard procedure when a customer disputes a charge.  The institution contacts us and allows us to provide our side of the story.  

  I am glad to hear you found your interaction with the other supervisor satisfactory.  If this is indeed a fraud situation I can definitely understand how this could be a frustrating situation; however, from our perspective, we have several different matching pieces of information indicating that this is your account.  At this point your best move will be to get in touch with the authorities to pursue any potential fraudulent use of your information.

• Initial Complaint

  Date:04/30/2025

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******e way. Its a huge inconvenience for me to take both packages to **** They are not the only ones with jobs. I have things to do too. I am within my 45 day return window. I just want my money back and then I dont have to do business with them again. They are not honest. I want my refund

  Business Response

  Date: 05/06/2025

  Hi, ****!  I am the **************** Manager, and we spoke about this issue last week.  Can you please help me understand the reason for your complaint?  First, I would like to inform you that we confirmed that these guitars do in fact come with gig bags, so the information provided by the sales **** was correct.  They were not trying to mislead you just to make a sale.  Practices like these may look good initially, but do not benefit the sales *** or the company in the long run, so there is no incentive to deceive our customers.  I also see that both guitars have been processed as returns, with your refund issued as of 5/1/2025.  I also see that you have placed a new order with us as of 5/6/2025.  After our phone call last week it seemed we were on good terms, so I just want to make sure all your concerns are addressed.  We genuinely want you to have an outstanding experience with us.  Please let me know if there's anything further we can do to help!

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising 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 bass guitar from American Musical Supply on 3/29/25. I made a small modification to it, but customer service asked me for pictures. I sent the pictures, and the next day I was told I could return it. I did that. Then I received an email from ***** indicating I had a package coming from American Musical Supply. They didn't reach out to me, they just shipped the bass guitar back to me. I called and they told me they won't accept the return due to the modification. I was misled and tricked.

  Business Response

  Date: 04/30/2025

  Hello!  After reviewing the phone calls and emails from this situation I have not been able to find any indication that we approved a return on this item.  In your initial phone call the representative told you to send in pictures for review, but did not authorize a return.  We are not able to accept returns on items that have been modified.  Since a hole was drilled in the guitar we decided to send it back.