Complaints

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

close

Find a Location

Pro Winds has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pro Winds

  New Richmond, WI 54017-6322

  
• 

  Pro Winds

  405 S Dakota Ave New Richmond, WI 54017-1618

  

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:02/04/2024

  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.

  I bought a flute stand and slide grease on December 31; it is now February 4th and the order is still pending. I have reached out to Prowinds several times via phone and email but have had no response. They charged my debit card soon after the order, so I would like a refund.

  

  Business Response

  Date: 02/09/2024

  We are very sorry to hear about this issue. It looks like there was some confusion on your order regarding the size of your stand. The stand you ordered is actually sized to fit a piccolo and not a regular flute. (despite the German manufacturer description) We had sent an email asking which one that you needed.

  Per your request, this order has been cancelled and refunded in full.

  Pro Winds

   

• Initial Complaint

  Date:01/04/2024

  Type:Delivery 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.

  Ordered a clarinet care kit and clarinet ligature with a shipping request of as soon as possible on 12/27/2023. Received a confirmation email and my card was processed for payment. I expected delivery by 1/5/2024, but no other communication was received from the business. Researched customer reviews online, this company is taking customer payments but not processing orders. They are using multiple excuses including supply chain, personal issues, etc. called my bank to place a stop on the order and report fraud.

  Customer Answer

  Date: 01/08/2024

  Consumer called BBB and said issue had been resolved. 

• Initial Complaint

  Date:12/09/2023

  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 purchased a ******** Black Diamond Clarinet mouthpiece on 11/30 and my order is still marked as pending. I tried to get in contact but have heard no reply back. My account was charged the day of but the only email I have gotten from them thus far was an automated email saying that I purchased it. I ultimately would like it to be delivered but if this is a supplier issue and I wont be able to get it within a month or so I would like a refund.

  

  Business Response

  Date: 12/10/2023

  This mouthpiece was purchased last week during our annual Cyberweek sale. Due to strong demand, we sold several of this particular product and had to get more from our supplier. The new shipment has already arrived and this customer's ordered has been shipped out via upgraded service.

  USPS Priority Mail Tracking Number: 9405511899562651958969

  Pro Winds

   

   

   

   

  Customer Answer

  Date: 12/10/2023

  [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:11/07/2023

  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.

  I was told about 4 weeks ago that my refund was in process and I have yet to see it put back in my account. I've tried numerous times to call and email and have been ignored. I've dealt with so many issues regarding this company since June. I want this issue resolved and I shouldn't have to fight to get my money back.

  

  Business Response

  Date: 11/18/2023

  This customer ordered a Custom made French Horn which ******* factory had to produce. Customer was informed that it would take several weeks and the factory was running behind.  After several weeks of no firm delivery updates from the factory, the customer decided to cancel. An attempt was made to refund the customer's credit card but it would not accept the refund. Arrangements were then made with customer to refund their Venmo account instead of credit card. This was done immediately upon receipt of the account information which the customer can verify.

  **********************

   

   

   

• Initial Complaint

  Date:10/02/2023

  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.

  I purchased Alto Saxophone mouthpieces from Prowinds on 7/9/23. I bought them specifically to try them through Prowinds Mouthpiece audition program. According to this link (*******************************************************************************), I can try the mouthpieces for 30 days and then get a refund for those that you send back. I received 4 out of 5 mouthpieces in my order on July 13th, one of them was on backorder. I reached out to the business and ensured this wouldn't affect the Audition Program. After waiting about 2 weeks, I got a response saying my 30 day trial period wouldn't start until my last mouthpiece arrived. I received the final mouthpiece on August 15th, meaning my ********************* until September 14th.I packaged everything up nicely, original boxes, no rips, no missing or dirty cases, etc. and put everything, including my order info, into the original package. I then processed a return to sender, since Prowinds doesn't supply return labels. Prowinds received the package on 9/11/23 according to my tracking number (**********************). According to Prowinds website, they can take up to 14 days to process the refund. Towards the end of these 14 days, on 9/21/23, I called to see if everything was received okay and check on the status of my refund. My call was never picked up and my message wasn't replied to. I called several more times over the next few days and never got a hold of anyone. In addition I sent a message about a week ago on their website, and even tried replying to one of the emails they sent me directly about my order. No luck.14 days would have been 9/25/23. I'm not trying to be a ********, but I'm currently out about $700 for merchandise that I don't have. I'd be fine with some communication if things are taking longer than expected, I just need to know I will be getting my partial refund. Other than the lack of communication, I was happy with everything else from Prowinds.

  

  Business Response

  Date: 10/02/2023

  We have located the package in question and it was send back to us via **** as "Return to Sender". (See attached photo)  The package label was also smeared with a red substance that could be blood.

  This customer did not follow our return instructions and there was confusion about the package on our side. Our staff thought it had to be shipped again because of an incorrect address label attached by **** . The customer was responsible for shipping the package back to us at his expense. He somehow convinced the postal service that they had delivered to original package to the incorrect address. Thus, the package was not addressed to Returns as specified in our instructions.

  Customer has been refunded in full for returned mouthpieces.

  Pro Winds

   

   

   

   

   

  Customer Answer

  Date: 10/02/2023

  [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.

   

  I would like Prowinds to be aware that they did not provide adequate return info so I simply gave it to the post office to return. ALSO I noted in my order that I would be returning the package for the program, so this would have been noted in the order number, and all of this could have been remedied through a simple phone call or email, but they never responded to mine. The red marks on the package were not from me, and must have occurred in transit.

   

  I will not dealing with Prowinds in the future. Their professionalism and lack of communication is upsetting and I do not feel comfortable working with them in the future of my professional music career.

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:09/14/2023

  Type:Delivery 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 placed an order for musical instrument supplies on August 18th, 2023. As a professional musician, these items were things that I needed to perform my job. After not receiving any updates or shipping notice, I began reaching out to the company via both email and phone messages on August 23, 2023 to see if there was a potential back-order or stock issue.After numerous attempts to contact them, on September 1, 2023 I added to my messaging that I wanted to cancel the order since I would need to order from a separate company that could provide a transparent timeline. Emails and phone calls both continued with no response from the business.By September 12, 2023, I had already received the items from another company and with no contact from ProWinds, I filed a claim with my credit card company (which had already been charged), to have these charges cancelled.Now, on September 14, 2023 (two weeks after I have been sending messages through every available media to cancel the order), ProWinds sends me an automated message that the order has been shipped. I have reached out again through both email and phone and still received no person-to-person contact from the company.

  Customer Answer

  Date: 09/18/2023

  I sent an email and left a phone message yesterday saying that the company resolved the issue after I made my filing and I would like to have it stopped if possible. They have given me the full refund which I requested, so I dont need anything else going forward.

  
  

  Is that possible? Thank you,

  *************************

• Initial Complaint

  Date:09/05/2023

  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.

  I had ordered a King professional valve trombone from their website on 7/24/2023. The initial cost was $2,529, but I had a discount code for 10% off, making my total $2,276.10. The website shows there is supposed to be a $100 rebate along with my order, but was nowhere in my cart. The more pressing issue is that I have attempted to reach out to them for updates on my order (as I have not yet received it) and have heard nothing back. When checking their online order tracker, it merely tells me that the status of my order is pending, with no tracking information. The only response I ever received from them is the automated order confirmation email on the day the order was placed with an order number (******) that gives me zero information on the progress of my order. I understand that there is likely a shortage on parts or the like slowing the delivery, but the fact that I havent heard a word from them, despite emailing them multiple times about an order over $2000 is quite disconcerting.

  

  Business Response

  Date: 09/11/2023

  We are very sorry this customer is frustrated.  

  These valve trombones are handmade by highly skilled craftsmen in ********, **. Since the start of Covid, this factory has been running months behind on their normal production.  A shipment of this particular model trombone was due into us in August but has now been pushed back to late September/early October.

  This customer has been refunded in full and we have deactivated this product from our website until stock is received.

  Sincerely,

  Pro Winds

  
  

   

   

   

   

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I feel as though I misrepresented my intentions. I was in no way intending to receive a refund and cancel my business with this company. On the contrary, Im actually quite excited to receive the product that I had ordered from them. I was just concerned by the lack of communication. Based on their response, it sounds as though it will be received by them in September/October, which I am happily willing to wait for. My only request being that they contact me if any further delays occur.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/18/2023

  We will reach out to you when our shipment of King ***** trombones is received from the factory.

  Kind Regards,

  Pro Winds

   

  Customer Answer

  Date: 09/20/2023

  [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:08/03/2023

  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.

  I ordered a trumpet mouthpiece (order #******, Item #****C **** Trumpet Mouthpieces - **** Trumpet Mouthpiece - 3C) on July 3rd. The website indicates that orders ship in 24 to 48 hours if they are in stock. On July 13th I looked up my order through the company website and it was still "pending" although I have been charged (and paid) through PayPal. I emailed the company to ask if the item was in stock and to get an estimate of when it would be delivered. I also left a phone message. I have called several times and each time the "representatives are serving other costumers." I have gotten no response from my email and my order is still pending.I don't believe that the item is difficult to obtain (in that I could have gotten it from Amazon but was trying to support other businesses). If the item is expected fairly soon, I'm willing to wait but otherwise, I'd like a refund so I can buy my daughter the trumpet mouthpiece she has been waiting for.

  

  Business Response

  Date: 08/11/2023

  We are very sorry for unforeseen delay with this order. The manufacturer of this trumpet mouthpiece recently changed their brass to Lead Free. The new brass is much harder and required new programming of their machining equipment. Thus, they have thousands of normal in-stock mouthpieces (*** made) on backorder going into the back-to-school season. There is currently a nationwide shortage of these mouthpieces and all dealers are scrambling for alternatives.

  Fortunately, we did just receive a small shipment and this customer's order was sent out via Overnight delivery at our expense.  **** Tracking Number: 9470111899562009201460

  Pro Winds

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:06/01/2023

  Type:Delivery 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 a mouthpiece from Pro Winds on January 7, 2023 and paid $72.00. Their website indicated it was in stock and would ship in a couple weeks. It never arrived. I have reached out to their customer service on the following dates: 1/23 I emailed to find out why it had not arrived. I got a response from **** in customer service stating we should receive it in two weeks.2/24 I emailed asking for an update on what is going on.2/24 I received a response again from **** stating it "will ship out the minute it arrives" 3/7 I emailed asking for an update on an ETA. No response.3/10 I emailed again 3/14 I emailed again 3/20 I emailed again and then called them at **************. I was told they "just spoke" to the manufacturer *** and will be receiving shortly. Again was told two weeks.4/15 I emailed for an update. **** responded that they just met with the *** and the product should be in their warehouse "in the next few days"5/5 I emailed requesting shipping information. No response.6/1 I emailed again.Their website and the emails from "****" in customer service ******************************** have no physical address. I paid for this via paypal and will be filing a complaint there next. In looking further into this company there are a lot of other buyers like me who have been scammed.

  Customer Answer

  Date: 06/12/2023

  The refund is complete.  It can be closed.  

• Initial Complaint

  Date:05/09/2023

  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 ordered a ************************** Straight Mute for French Horn (item #DW5554) on December 1, 2022 for $119.95 and my credit card was charged accordingly. My order # is *****. This was supposed to be a Christmas gift for my son. Shortly before Christmas I realized this item never arrived and left a message with the company. No one called me back. At the beginning of February I got ahold of someone and was told this was coming from overseas and would hopefully arrive by the end of the month. It is now May, and I still haven't received the mute. I have tried calling the toll free number provided, which goes nowhere. I have since found this item from another retailer and received it within a few days. I would like a credit card refund by Pro Winds for $119.95.

  

  Business Response

  Date: 05/09/2023

  We are very sorry for the delay on this order. This type of wooden French Horn mute is a unique, specialty item. The manufacturer in ******* (Wick) has been having some production issues which has caused the unforeseen delay.

  The customer has been refunded in full. In addition, we have removed this product from our website until production issues are resolved. 

  Pro Winds

   

   

   

   

  Customer Answer

  Date: 05/11/2023

  [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,
  
  *******************************