Musician's Friend
reviews and complaints

Ordered a guitar case on or about 10/7 and recived it on 10/14 no complaints on shipping time. I was not able to be home when it arrived. I get home and on the front porch was my guitar case. No box, ( REALLY) just the case with the shipping lable stuck to it, (REALLY) one of the latches broke 3 tears in the tolex corners were scuffed! A perfectly good case ruined because someone was to stupid to put it in a cardboard box before shipping. I have bought a few thing from Musicin's Friend without any problems. All I can say is the shipping department needs to pay more attention to what they are doing. Now I have to have my credit card charged again for another case until the one that ruined is returned.

I order this amp under musician friend on line order# GC17999768 the store was Guitar Center it was deliver to me on March 23, 2021 I call the store because their was something wrong with the amp they ask to bring it to the store I did the same day so they test the amp in there's something going on they told me the repair guy was gone for today he will be back in the morning they ask me did I won't a refund I said no if you have a repair guy let him fix it I need it the repair wasn't able to fix it on April 8, 2021 I ask him about let try Mississippi music repair he agree with me so I pick up and drop to Mississippi music on April 8, 2021 on May 6, 2021 Mississippi music call the amp is ready so I call Guitar center in told them they said they wasn't going to pay for the repair $155.15 because I should have got a refund and am outside my 30 days I never had the amp but a short I have talk to 3 people nothing happen I was told somebody was going to call I went on line twice I did that nothing happen this was store 790 in Jackson, mississppi my name is john ward email [protected]@yahoo.com phone# [protected] please help

Twice now I've tried to order something from these guys and both times my order has gotten cancelled without any reason, both times they had already taken payment and everything should have been fine. This will be the last time I deal with them. It's a shame, I spent alot of money through them over the years, now I'll just stick with ams or something.

I ordered a PA . It is now 9 days late and all they offered me is free shipping. The next day shipping being free is a given. I didn't receive next day shipping. There was no compensation offered for the inconvenience. The representative said they would refund everything if it's lost in shipping... Obviously, that's their responsibility. That doesn't help me at all. This is going to affect me professionally, and they are trying to foist all accountability onto the shipping company. It's obviously their policy, just very disappointing. They didn't even offer a cheap gift card. You'd think they would do something to try and get repeat business. I will not be returning as a customer. I seriously would have been happy with just about anything.

Quit working, was emailed ups label, was returned to kansas city address by august 9th 2020. Had return authorization. I wanted to replace the product with the same. After three weeks no reply, and now only automated answering machine.
Did not receive call back as requested. Mfw2245721327
original product order #. Ups label delivery [1z40w33v9097775670]

I purchased a $2300 guitar on april 24, 2020. Once I realized after placing the order that there was a wait for the guitar to ship (did not have it in stock) I decided to cancel the guitar and purchase a differetn one. It took me emailing mf twice to get them to cancel, as their customer service phone line never picks up (i've called over 8 times in the last 6 weeks... Never getting through after waiting in some cases 30 minutes. Just the same annoying song playing over and over). The problem is, they cancelled the order successfully, yet they never released the hold on my musician's friend platinum card so I cannot purchase my second choice guitar... At least not from them. I've called, emailed, chatted with mf and no resolution. If you really want customers to purchase your products you really should get your accounting straight. You lost a sale, and a customer.

I ordered an Ashdown Original amp from MF, when I received it, it had a defective fan. After over an hour on the phone w/customer service, they finally agreed to take the amp back, and as soon as they received the notification that I had returned the amp, they would send a Brand new replacement. This didn't happen. Not only have they NOT shipped the replacement amp, the refuse to return my money, but also refuse to: send the replacement amp as promised, they refuse to refund my $400, and will not return my emails. They have lied to me continually, and as you can plainly see by the myriad complaints, this is how they do business. I am in contact with a lawyer and being advised on how to proceed, but I feel that this company, and history, is not a choice to do any business with.

I placed an order #MFW1623287089 on 3/10/2019, which was cancelled by musiciansfriend on 3/15/2019.

However they deducted $318 from my card, and haven't sent me a refund.

I was told the refund will be processed within a week. Their support has been completely unhelpful. It has been 20 days since cancellation.

Never ordering anything from them again.

"Has Wait a minute. Ups wants $60 to ship it back to you. The item only cost $30. Do you expect me to pay shipping for this unopened order?
Your ad suggests how easy exchanges and returns are. Why would anyone pay double the price simply to return an item. Am I mistaken or are you criminally fraudulent in your ad?
Musicians friend intro ad states that returns and refunds are granted with no hassle. But to return a thirty dollar item, shipping will cost $60. Not even remotely honest business practice.

I am a Music Teacher from a small rural Native American poor community in Northern Ca. and have been using Musiciansfriend.com for 24 years. I have experienced poor service and delivery timing on many occasions. When you order something very important for a graduation concert, and the store representative says "don't worry it will definitely be there by the end of the week" and then arrives 11 days past that estimated time, there's a problem. This has happened numerous times. Their excuse is when it is a small package it goes through the U.S.postal service. U.P.S. has no idea when or where it is, and Musiciansfriend stands by their policy and the cutsomer is screwed. That is why i will be doing all future service with Sweatwater, because it's owned by people who understand musicians. Musicians friend is owned by Guitar center...there lies the problem folks.

My order details:
My name: Perry Meadrov, United States
Item: Akai Professional MPK Mini Mk2
SKU number: J08540 [protected]
Price at the moment of ordering: 80 dollars
Date of ordering: September 8th

My issue: I haven't received my order yet and your representatives have no clue what's going on. Who can give me a normal answer and look into this matter? If it's such a big problem to deliver it, then I will be glad to get a refund.

Thanks in advance,
Peery Meadlov

I don't play the guitar but wish to learn, so I was looking for a cheap small guitar to start my lessons. I found one and ordered it.
I bought the red one. Unfortunately, they shipped a different guitar, the box was unpacked and it was in the blue color. Obviously, it has been used by someone before me and returned to you after this person didn't like something. And you offered me a used guitar. It's crazy.
I spent my money willing to get a new one.
I contacted the service, they said I had to ship it back. I did.
It's been a month and there's still no money or replacement. What the heck is going on, guys?

I pay a guitar from Musicians friend, Cost my 231.15 USD, 866.80 RAS on 5/19/2017

then i return the order and emailed the company on 5/29/2017 that i return the order and i want refund my money .

I send many emails to : [protected]@musiciansfriend.com
and get nothing ! so i write again that i am waiting

i receive message :
Some International credit cards may take up to 30 days for a credit to appear back. If you have not received your refund by 07/23/2017, please let us know

from the company return policy is that you can refund your money .

now its 9/11/2017 and no refund !

I have ordered a guitar from www.musiciansfriend.com and later they contacted me and said that there was something wrong with my card so they cancelled my order. I tried again and the same thing happened. Called customer service and their rep helped me to make an order via phone.
Everything seemed fine and was super excited about my purchase. Several days later they contacted me and said that my order was cancelled again! What a joke! They gave me my money back within a few days.
I really wanted the guitar and I have no idea what was the problem. I'm a frequent online shopper and I never had any problems with my card. I'm very disappointed with Musician's Friend.

My order was canceled and I never received it. Ordered a drum stand from these guys and received a confirmation email. Later there was another message saying my stand was on its way, but after several weeks of waiting I decided to contact Musician's Friend. They said that my order was cancelled. I asked the reason and they said that they can't provide that sort of information. What a joke. Got my money back in a few days, but I'm still super disappointed.

I've received a sudden letter from Caine & Wiener, a debt-collecting company, stating that I owe Musician's Friend a 201$!, Although I've never bought anything on credit from them, and I've been their customer for years.
After asking them to resolve this issue, They still refuse to resolve anything, saying that "there's nothing they can do about it", and asking me to resolve it myself with Caine & Wiener.(who also insist that I've to pay the specified due).
Make sure not to deal with them again, even for a single time, or you may find yourself receiving an annoying letter asking you to pay a debt you haven't taken!

I BOUGHT A INSTRUMENT ONLINE. PAYED U$ 2.300, 00 VIA WESTER UNION, I NEVER GOT THE PRODUCT AND THEY DONT SEND MY MONEY BACK. IT HAS BEEN A PROMESS FOR ALMOST 2 YEARS.

Through a contractor I work for I purchased nearly $2500.00 worth of professional audio recording equipment from Musician's Friend on Monday (6/14). Their shipping "guarantee" states that items ship in 3-5 days. The order was paid in full at the time of purchase; not financed to ensure this delivery promise have the highest likelihood of being met, as there were scheduled sessions and deadlines that this equipment was being purchased to support.

A day after placing my order, Tuesday (6/15) I received a notice saying that my items had been shipped, except for 2 monitor speakers that were on back order. The notice included UPS tracking information for the 5 items shipped.

On Friday (6/19) I received a box with 4 of the 5 items in it, missing an Mbox pro bundled with the Digidesign Pro Tools software. However, there was a packing list that listed all 5 items as having been in the box.

Sadly, the missing item was the integral part of what was needed for me to complete the assignments and conduct the sessions that would have totaled over $1500 in revenue for me. Needless to say I lost out on both opportunities.

After confirming with UPS that if the item was on their tracking list and on the packing list from Musician's Friend, then I needed to contact Musician's Friend, the shipper to uncover what had happened.

I called Musician's Friend just moments after the delivery arrived (Friday 6/19) and eventually spoke with a manager who told me that if the item was discovered in their warehouse on Saturday, then I could call back Monday and have another one shipped to me.

I then informed him that my investment was being severely devalued by the erroneous shipping service and that a simple late shipment of my order would not suffice due to the huge loss I was taking as a result of Musician's Friend's oversight or UPS' misplacement of the item. The manager Ron and I agreed that some kind of compensation would be necessary to make up for my loss. We agreed that it was not fair that I be held responsible and be made to lose out when I was the one investing the $2500 in the equipment. We agreed that I would be upgraded to an Mbox 2 Pro and that I would call back Monday to make arrangements with it's shipment.

At this point I clearly asked if the exchange or upgrade would be an even swap at no additional cost; Ron's answer was yes.

Well, I call Musician's friend back on Monday (6/21) and much to my chagrin, the customer service representative informs me that nothing had been done on my case - not even the Saturday check of the warehouse that Ron promised. She then informed me that an 8-10 day investigation would ensue before a decision was made at all. I immediately asked to speak to a manager; I was become a little perturbed.

I then spoke with customer service manager David who initially seemed pleasant, but who over time became extremely short and ill tempered towards me. I explained the situation to David and told him about my conversation with Ron. I also indicated that, as a result of missing the deadlines and the opportunity to conduct the recording sessions I was out of a lot of money and facing new time constraints.

He - as his script dictates - indicated that he understood, but that he was powerless to do anything as the situation had already been "handled" by Ron based on the notes he was seeing on my account. I thought that to be ridiculous considering that the Saturday inspection had not occurred and that I had no resolution or planned resolution that Ron promised would be available Monday.

Even worse was the fact that David stated that Ron told me that the upgraded Mbox pro would in fact be available only if I agreed to pay an additional cost. Supposedly it was offered at a "discounted" rate. This was completely opposite the conversation I had with Ron and David continued to ignore the specifics of my situation and read from his script.

In the end David's conclusion was, I could have the original product shipped overnight to me for (6/22) delivery, or wait 8-10 days for the investigation to occur and then pay more money and purchase the upgraded Mbox. Neither of these solutions addressed my loss, or my need for the equipment to meet deadlines, and it was his attitude that turned me off from accepting the former option most.

He seemed annoyed that I was upset at the fact that I was being held responsible for their error and that I wanted compensation as it had cost me money. And this was in spite of the fact that though I remained completely professional and cordial throughout the call, repeatedly offering that I knew he was not personally at fault.

All in all I can understand that they would not want to upgrade my product, but in this case, and for an order over $2000 it was the least that could be done. The customer service manager Ron saw this and agreed to it, but apparently noted it in a way that David could and would ultimately deviate from it.

I don't believe that it was fair for my time, obligations and income to be affected by an error I didn't make. This is only exacerbated by Musician's Friend's personnel apparently being trained to disregard my time obligations, and income relative to doing business with them simply to save a few dollars. I would like them to explain to me how I am to just eat the loss of $1500 on top of spending $2500 because they can't get shipping right.

Bottom line: Friends told me not to trust them, but in a moment of desperation I did. Result: Fraudulent charged appear on my credit card in Florida, same day, for two days. Went through the whole card cancellation business - a first for me. Don't trust them with your data. Bad apples there.