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Instrument AlleyOrders

M Review updated:

I had ordered an item and needed it by a certain date. The item did not say back ordered or not in stock so i assumed they had it. After a few days went by and they had not shipped my item i checked on my status and now it says not in stock. I called to cancel my order my call went straight to a voice mail. Continued calling for days and days different hours every time to try to get someone to answer the phone call. I had e-mailed left message after message to cancel my order and never spoke to anyone. I checked the status of my order and the order was no longer on my profile so i thought they got my message. Three months later I am charged for the order, now i am calling and calling and the same thing is going on no answer just voice mails. I will never do business with someone like this ever!


  • Jo
    JohnnyF21 Aug 16, 2019

    I had a very negative experience--in keeping with other complaints listed here.
    I ordered an instrument, based on the written description and photos they advertised. The instrument they sent lacked the inlays and detail of the one I agreed to buy.
    I immediately sent a polite email, to exchange fro the correct item, or return, if they did not have it. I received a same day reply. "Ben", of Instrument Alley ignored my request for return information, and stated his company was not at fault for sending the wrong item. He stated the manufacturer changed the specs, and that he had no way to know this.

    I sent a second, prompt request for refund/ return process. I was stonewalled, ignored.
    Meanwhile, the clock was ticking on their sly "no fulls refunds"/ restocking fees after 15 days policy.

    I followed the return contact information exactly as instructed. per the website.
    I sent multiple written messages, and placed multiple phone calls. No response.
    Finally, I wrote that I was reporting their business for consumer fraud.
    I received a taunting reply that same day.--STILL ignoring my return request.
    He stated he had a right to whatever fees, and had no fault.
    Unethical & illegal---

    0 Votes
  • Du
    Dulcimer0500 Apr 30, 2018

    I was also burned by Instrument Alley. Ordered a Ukulele only to receive an immediate email saying the item is back ordered. This is apparently typical of this website. After 2 weeks, I could not contact the company to cancel my order. They try to string you along, and then if you try to cancel they charge you a fee. I have tried to stop payment by contacting Amazon Pay, hopefully the charge will not go through...

    0 Votes
  • Jo
    John Nilson Mar 10, 2017
    This comment was posted by
    a verified customer
    Verified customer

    They do not honor their return policy so be very leery about doing business with this company. I had to do a credit card dispute to get my money back after he failed to reimburse me for my return. Does not communicate by Email and has no phone # posted. Big mistake doing business with this company.

    2 Votes
  • Ic
    icejet Apr 17, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I have had the exact same experience as described by several people here. I ordered something in stock only to find out several days later it was out of stock and on backorder. It has been now been over 40 days since my order and the last correspondence from instrumentalley a little over a week ago indicated that they had no idea when my order would be in because it was stuck in customs. I understand things like that can happen, but I needed the guitar for an upcoming gig so I asked them to cancel the order. It has been 7 days now and I have sent three e-mails and still have not gotten a response. Up until I asked for a refund it never took them more than a day or two to get back to me...

    2 Votes
  • Ch
    chessers Feb 23, 2015

    I am sad to say that I had a pretty terrible experience trying to order from Instrument Alley. When placing my order the availability listed a ship date of approximately 2 weeks. After placing my order, Ben told me that it could take up to 8 weeks. As I needed the guitar sooner than that, I said I would need to cancel my order. I did this within 24 hours of the initial order. Ben then informed me that there is a $10 cancellation fee. I understand that availability can change, but charging a $10 fee when the new timeline doesn't work for the customer is extremely unethical. I tried to fight the charge and they were unwilling to budge. Ben said it probably wouldn't be a full 8 weeks, so the fee was justified. If he had made that clear from the start I probably would have waited, but by the time he gave me an accurate estimate of the timeframe, I had already purchased the guitar from another retailer. I can't believe they have such an unethical policy as to mislead the customer on availability and then charge the customer when he is unwilling to wait. So, buyer beware. If you need an instrument on a timeline, I would NOT recommend purchasing from this company. If they can't deliver when they say they will, they will charge you a fee to cancel.

    2 Votes
  • Dj
    djy 253 Jul 27, 2014

    I purchased a Goldstar banjo from instrument-alley in 2012. It arrived on time and in perfect condition. I plan on making another purchase from them. I think that you just can't please some people.

    -2 Votes
  • Mr
    Mrbugman Oct 29, 2013

    I ordered an instrument and received a notice from FedEx that it was ready for pickup for shipping. It never so I contacted FedEx. They said it was never available for pick up even though asked to do so. I then tried to contact instrument alley. No one answered the phone (I left messages) and emailed them. Never a reply of any kind. I do not recommend using them.

    1 Votes
  • Ma
    Mark Kenific Aug 14, 2013
    This comment was posted by
    a verified customer
    Verified customer

    I ordered an Eastwood Guitar from InstrumentAlley last Friday. received it today. Not only did they deliver as promised, they wrote me on Tuesday and took an additional $40 off since I e mailed them and said I noticed it went on sale after I ordered it. I can't say enough about how fast they acted and how well I was treated. I have read a lot of threads about them being a lousy company to do business with. i disagree and will not hesitate to use them again if they have a product I am looking for.

    -2 Votes
  • Ja
    JayPHunt Feb 11, 2011

    I think these complaints are exaggerated. I ordered a The Loar LM-700 mandolin over their web site Jan. 10, 2011. It showed as in stock at the time. I received an e-mail from Ben a couple of days later stating that it had just gone out of stock and that it would be 2-6 weeks before he could fill my order. I was not in a great hurry so that didn't bother me. The mandolin was shipped to me by FedEx on Feb 3 and arrived in perfect condition Feb. 10 complete with high quality hard shell case and leather strap as promised. My credit card was not billed until the instrument shipped.

    I have heard reports of internet sellers taking orders without having stock and placing them once they have received sufficient orders to cover the cost. I don't know if this is the case with Instrument Alley or not. In any case, considering the excellent price and free shipping, I think the small delay in delivery was well worth it. Overall, I am pleased with the service i received from Instrument Alley and would not hesitate to buy from them again.

    Jay Hunt
    Hooksett, NH

    -2 Votes
  • Ra
    RANDOM415 Dec 22, 2010

    I am very disappointed in INSTRUMENTALLEY.COM customer service. They have no live person to speak to for customer service issues. I placed an order for my son for christmas and was thinking that i would get it in time for xmas and I check the status of the order a couple days after and the status said not in stock. What kind of service is this? if i had known it was not in stock before placing the order i would NOT order from this website, i would have definitely went shopping elsewhere. THIS IS RIDICUOLOUS, I called countless times to cancel my order and emailed and NO RESPONSE, just a voicemail. THIS IS A SCAM and not a legit place to shop from. YOU cannot even cancel your order. They are selling things on this website that they do not even have in stock and they do not inform you before placing the order that the item is not in stock. I DO NOT RECOMMEND this website. BEWARE SHOPPERS, THIS IS A FAKE!

    3 Votes

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