Complaints

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

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  Sam Ash Music Stores

  278 Duffy Ave Hicksville, NY 11801-3642

• 

  Sam Ash Music Stores

  PO Box 9047 Hicksville, NY 11802-9047

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:05/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 late February 2025, I purchased a Kawai ES60 keyboard for $425 from **********, which I received on February 27, 2025. Initially, the keyboard appeared to be in good condition, but I later discovered a problem: a strange sound coming from keys D2 and Eb2. I noticed this issue on April 23, 2025 just a few days after the end of their 45-day return window.I contacted Kawai customer service on April 24, since I was technically outside of *** Ashs return period. After working with Kawai for about a week, they agreed the unit might be defective. On April 30, they advised me to contact *** Ash directly for a refund or replacement.Despite the short lapse in time and the clear evidence of a defect, *** Ash refused to offer a refund. They agreed to replace the keyboard, but only if I paid $175 in return shipping costs. They also required me to purchase a new keyboard from them at full retail price.Because I couldnt be without a working instrument, I purchased a replacement keyboard from *************. When I informed *** Ash that I had already replaced the unit, they refused to work with me any further. I even offered to return the defective keyboard for store credit, but they *********** no point did *** Ash acknowledge responsibility for selling a defective product or offer a fair resolution. To make matters worse, a representative even suggested I try selling the defective ES60 on ********** an unethical recommendation, as this would knowingly pass a faulty product on to another ******** filing this complaint because I have lost time, money, and trust in this company. I believe other consumers should be warned about how *** Ash handles defective products and post-sale customer service.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Sam Ash Music Stores regarding complaint ID ********. BBB - Please cancel the complaint. I have other things to spend my time on. Thank you for your time.
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:05/26/2024

  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.

  All the *** ash stores are advertising 90% off and closing in 3 days and the store in ********************************************** is charging full price with 10% off!

  Business Response

  Date: 05/28/2024

  There is only one Sam Ash Music Corporation website, ************** and it is not advertising the prices quoted by the complainant.  We are making every effort to shut down the infringing sites, but that takes time.  Unless you see it on ************** it is not us.

• Initial Complaint

  Date:03/25/2024

  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.

  I ordered an item online. I changed my mind about the item and decided to return it once it arrived. At this point, ********** has elected not to honor their posted return policy. Regarding shipping costs, it states:Shipping Costs on Returns Except for damaged and defective items, you must pay any return shipping and, if we sent you your purchase with Free Shipping (free to you but not to us), we will deduct the outbound shipping cost from your refund as follows:Free Ground Shipping we will deduct $10 from your refund Free 2nd Day Air Shipping we will deduct $50 from your refund Free Truck Freight (on Oversized Items) we will deduct $75 from your refundI was told that I would need to pay for the full shipping cost of the item, costing me nearly $200. The item is not damaged. I havent even opened it. The website also states, I may return an item for any reason.

  Business Response

  Date: 03/25/2024

  The customer is misreading our return policy.  Our policy says that "Except for damaged and defective items, you must pay any return shipping."  it also provides, "and if we sent you your purchase with Free Shipping ... we will deducth the oubound shipping cost from your refund", This deduction is fixed in our policy at $10, for the outbound ground shipping.  Our policy makes clear that the cusomer returning a non-defective item, must pay for the return shipping and pay a fixed portion of the original shipping from us to the customer.

  Customer Answer

  Date: 03/25/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/22/2024

  Type:Product 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.

  First issue: I ordered one Triple ********************************************************* stock and factory sealed when I ordered it, but I received a call from a store manager asking if I would accept a floor model. I agreed to accept it on condition that it was in pristine condition. This is classic bait-and-switch. I paid for a new model but was offered a floor model with no discount. Second issue:I ordered one **** 60 Ultra guitar. Two were shipped to me inadvertently. When the second one arrived, I contacted a customer service agent to resolve the issue. I was instructed to keep whichever instrument I liked best and to return the other one. The first to arrive had scratches on the pickguard that went below the protective film. I decided to return the first one and keep the second one. ********** later dropped the price of this product, twice. Each time, I requested a price adjustment. ********** advertises on their site that they will beat any competitor's price and match any ********** retail store price. They do not exclude SamAsh.com's prices. I received a refund to match the first price drop but not the second. A full three and a half months after my order, I received a notification from my credit card company that ********** had charged my card. I checked my credit card transaction history and found a bizarre chain of events. When I returned one of the **** 60 Guitars per the instructions and using the return label I was given, ********** refunded me the price of the guitar twice. I received no communication about this. What I think happened next is this: three months after this error, someone at ********** noticed it and decided to correct it by using my credit card long after the purchase, all without bothering to contact me. I have grave concerns about ***************** casual engagement in bait-and-switch practices, refusal to price match their own prices, and how they store, access, and use customer credit card information.

  Business Response

  Date: 03/18/2024

  After reviewing our records, we find that the customer received a price match refund of $162.46 from the original price of $584.99. Based on the record of multiple price changes for this product, we will refund an additional $20 to yield the full price match of the best price during the coverage period.

• Initial Complaint

  Date:12/26/2023

  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.

  Received wrong item.

  Business Response

  Date: 12/28/2023

  We have resolved this matter directly with the customer.

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I wanted to write to say that the response from ********** is incorrect, as the issue had not been resolved. They simply told me that I could not get a refund or replacement for the incorrect item that was sent, and then did not reply when I followed up.
  
  What happened was that I ordered an Orba 2 for my son a few months ago but the company instead sent me an Orba 1, which is less expensive, with fewer features. 
  
  I was unaware that it wasn't the correct item since the packaging only says "Orba" and my son noticed that it should have said "Orba 2" on the device itself when he started to play with it on Christmas after the box was opened.
  
  I contacted ********** to let them know that they sent the wrong item, but they offered no exchange or reimbursement since it had been more than 45 days for their return policy. However, their return policy on their site only states that the policy is for when a customer is dissatisfied, or the item is damaged.
  
  I had hoped that ********** would help since they clearly sent the wrong item, and I did not get what I actually paid for, but they did not reply back when I asked for further clarification. 
  
  Thank you so much,
  - ***********************
  

  
  

  
  
  
  
  
   
  

  Business Response

  Date: 01/05/2024

  We are sorry for any error or confusion.

  We will be contacting the customer to arrange for replacment of the **** 1 with and **** 2. 

  We note that it took 4.5 months after receipt of the item to contact us for an exchange, which is well beyond our return policy and makes it impossible for us to verify the customers claim.

• Initial Complaint

  Date:12/21/2023

  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.

  I received a guitar and discovered there was a defect. I chatted with a rep on 11/29, worried that if I exchanged the guitar, I might get the copy that was listed on the site at the time, which "Ships From A ********** Store" (a return), and I did not want that copy. He assured me they'd order a new one from the manufacturer, which sounded ideal. The return was received back on 12/4, well within the exchange timeframe. ********** stated "Once we receive the item back it should take one or two days to process the credit here and then whatever time it takes for your bank to return the funds to your account. If the item will be an exchange, the credit will be applied to the new order." I didn't hear anything, nor get a replacement order email, so I called customer service on 12/8, 4 days after the return was received. The rep ******** that the return was received, but wasn't sure why the replacement hadn't been set up. She told me I'd get a shipping notification that day (I knew that wouldn't happen, as the guitar was backordered, but I figured I would get an email for the replacement order).After 4 days of no communication, I called on 12/12. A different rep again said they didn't know why a replacement wasn't processed and told me they'd expedite the case. Later that day, I received a "Your customer service case has been closed" email, only stating "Your customer service case with ********** has been resolved." I waited 2 more days and called for clarification on 12/14. This rep told me the case wasn't closed (despite the email), asked if I had returned the guitar yet(!), and told me I'd be refunded, before I corrected him, stating I wanted an exchange. He said he would call me back. It's been 6 more days and I haven't heard anything.It's now been 16 days and ********** has yet to order a replacement. I've spent hours trying to get this resolved, only for customer service to have no answers. A simple exchange should never be so time-consuming or stressful.

  Customer Answer

  Date: 12/21/2023

  I would like to close this complaint for now, as ***** (not the store) notified me last night that I have a package en route from **********, consistent with the weight and size of what the replacement item should be. Although it would have been nice if anyone at ********** would have informed me that an exchange was in progress, if this is indeed the replacement item and all is okay when I receive it, I would be satisfied with the result.
  ****

• Initial Complaint

  Date:12/04/2023

  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.

  Long story short. I had found an item that SAMASH specifically listed on the ********** website as do many music equipment retailers. I decided to track down the original listing on samash.com and bought it on their official website. Per their own 60 day price match guarantee policy I then saw the listing on ********** drop to 30 dollars below what I paid for it. I am attaching the screen shots and even the original listing urls which can be looked up on the way back machine using ******* I called today to ask about getting the price match and the person who didn't even give me a name stated they don't price match on "third party" vendor sites like Amazon so that includes **********. Even though IT IS THE EXACT SAME ITEM THAT I BOUGHT THAT YOUR CORPORATE HQ LISTED FOR YOU ON **********. Looks like you are just trying to weasel your way out of your own policies. ******* was already sued for the same thing. Not price matching listing's THEY put up on their online website's. Shady business practices 101.Original listing: ************************************************ ********** listing posted by "Sam Ash Music" **********, **:************************************************************************************************************

  Business Response

  Date: 12/04/2023

  I'm sorry for your experience.  We definitely do price match against 3rd Party sites and we will refund the $30 difference.

• Initial Complaint

  Date:10/01/2023

  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.

  On September 3, 2023, I ordered an *** **** from the ********** website (invoice attached). After return from travel, I opened the package to discover the incorrect item was sent to me. I contacted ********** by phone on September 12 notifying them of the issue (see subsequent emails relating to my call attached). On September 13, I received a return shipping label to return the incorrect item and (presumably) to then receive the correct *** **** microphone. ********** received the incorrect item on September 21 according to Fed Ex tracking (see email with tracking number and Fed Ex tracking report on same). To date, I have not received any notice from ********** that they have received the incorrect item, that they are shipping the correct item, or any other correspondence. I reached out to the relevant customer service rep on September 27 for status (see email attached). I have received no response. On September 29, I sent an inquiry to their general customer service through the ********** website. Similarly, no response.Given the cost of the item and their mistake, I would have thought they would process the return and reshipment ASAP. Or at least behave as a typical merchant would.If they can't deliver the correct item, then I need a complete refund.Thanks.

  Business Response

  Date: 10/02/2023

  We apologize for the error.  The customer received a full refund as of yesterday.

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Contrary to ***************** response, I have not received a refund  of $431.58 to my PayPal account as of Tuesday, October 3, 2023 430PM Eastern.

  I have attached a picture of my PayPal recent activity, which shows no activity since September 29, 2023.

  I would appreciate if ********** would stop wasting all of our time.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 10/04/2023

  We have confirmation from PayPal the the refund was made on Sept 3, 2023 and posted at 9:19 am on 10/4/2023 to the account for *******************

  Customer Answer

  Date: 10/04/2023

  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 and the matter has been resolved.

  THEIR OWN REPLY TODAY CONTRADICTS WHAT THEY TOLD ME ON SUNDAY AND WHAT THEY TOLD THE BBB YESTERDAY.   TERRIBLE, TERRIBLE CUSTOMER SERVICE.  
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/01/2023

  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.

  From an email sent to CEO and senior leadership of Sam Ash Music:In January / February of 2022 I ordered custom hardware and pickups for a pink PRS I had purchased from your company the previous year. This was a pair of ********'s in Hot Pink to match, and a set of Sperzel Hot Pink 3x3 tuners. Everything was on back order (which is typical in the land of post-covid) but I was patient. Everything finally arrived by the end of the summer / fall last year. I installed the pickups and we were on track to complete this project but the tuners had a slight defect. 1 post wouldn't tighten and had a small strip in the post to where it couldn't hold the nut. Sperzel insisted I needed to take them back to the retailer, so I complied. This is now December of 2022.The set was shipped back and I have been waiting on the arrival of the replacement set. By February I was getting beyond infuriated with this process. Apparently my local ********** is on their 3rd GM change in the past 18 months... so I am getting ZERO help from the store. I have personally met with "******" who is acting GM a half dozen times, each time asking him to keep me up to speed with the process. I have not gotten 1 piece of communication that I didn't initially generate from the store throughout this entire process. This has been the worst customer service I have ever experienced with your company. We are now 13 months past since I started this project. I still have a $1500.00 paper weight hanging on my wall.I went back to the store AGAIN last week and it has reached my limitation of tolerance for poor service. ****** was on a conference call so I left a message with the sales manager for him to call me when he got out. It has been 6 days now with no word. I have no ETA on my product I have paid for.Hopefully this doesn't fall on the same level of non-caring ineptitude as ALL my conversations with the local store have.

  Business Response

  Date: 03/15/2023

  We apologize for the customer's bad experience. There is no excuse for the delay.  It appears that the manufacturer's initial shipment of the replacement tuners was lost in transit and another set will be shipped to us this week.  Yesterday, 3/14/23, we received confirmation that the tuners have been shipped and we sent the customer the tracking number for the new shipment.

• Initial Complaint

  Date:02/15/2023

  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.

  On 2/10/23 I bought a Bose F1 Model 812 Flexible Array Loudspeaker for *******. On 2/14/23 I decided to return the product since the one I at home sounds way better. I returned the product in the original packaging and no signs of wear(the product was tested for a few minutes only). They charged me 15% restocking fee and the store manager was able to provide a clear explanation as of why they were charging me the 15% restocking fee.

  Business Response

  Date: 03/03/2023

  We are sorry for the customer's bad experience.  We have looked into this matter and agree that the restocking fee was charged in error. We will refund the money promptly.

  Customer Answer

  Date: 03/06/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************