Lousy service from Musician's Friend - ISSUE RESOLVED

[Guitar50]

Hi all. Just wanted to share my recent experience with Musician's Friend and to find out if anyone has had similar dealings with them.

About two months ago, I ordered a Behringer mixer online that came with an offer of two free microphones. Granted, they weren't top-line mics, but they were FREE! So imagine my surprise when the mixer arrived without the mics. I called customer service and they said "Sorry, but they must have run out." When I asked for a substitute, they said "No." I then spoke with a supervisor and received the same response. When I expressed my surprise that they would let a paying customer go to one of their competitiors, they could have cared less.

I wrote a very nice, professional, letter to MF asking if there was something that they could do to keep me as a satisfied MF customer. I have worked in retail for 20+ years and know that there is always something that can be done to satisfy a customer. In my case, I wasn't asking for anything outrageous - - maybe a small gift card to say "sorry" for misleading me into thinking that I would actually receive the free gift that they advertised.

Their response? Not a word.

I returned the mixer a week later and vowed never to deal with them again. Sweetwater, here I come! Has anyone had a similar experience?

[FrankenFretter]

I've actually had the opposite experience: I ordered some Fender coasters, and on one of them (the Jazzmaster coaster, my favorite) the registration was off, making it look weird. I told MF about the issue, and offered to send a photo. Without hesitation, they sent me another set, and let me keep the original one I'd complained about.

Granted, these were not high dollar items, but they're the only thing I've ever complained to MF about.

I do think that's a crappy way to treat a customer. I don't blame you for not doing business with them again.

[wingsdad]

...I returned the mixer a week later and vowed never to deal with them again. Sweetwater, here I come! Has anyone had a similar experience?
The last time I bought from Musicians Fiend was about 7 years ago. A poorly packed shipment got me damaged goods. They basically told me TS, not possible, you're SOL, and wouldn't let me return the broken stuff on their dime. Same kinda crappy arrogant attitude with their brick n' mortar Guitar Center -- all 3 of them within 40 miles of me -- led me to write them off, too, 5 years ago. I'll never set foot in a GC anywhere, ever again.

If I can't find what I want/need from my local indy store (and that's rare, cuz they'll order anything short of impossible and match MF'ers price) American Musical Supply (best overall selection, flexible payments w/o needing their in-house CC acct), Sweetwater ( best with personalized, interactive service, a bit limited selection --but will special order, and you can't beat Free Shipping w/ no min. purchase amt.) and Elderly Instruments (excellent friendly service, best for oddball accessory items) are the only 3 I've bought from since. The first 2 will price match MF'er, Elderly occasionally if you ask nicely.

[oldguy]

I've had both bad and good luck with MF, GC, and local mom and pop shops.
It depended on the individual I was dealing with every time.
I chalked it up to 'ya win some, ya lose some', and dealt w/ them all again after I cooled down a bit.
The last time I dealt w/ both MF and GC they bent over backwards to be helpful and thanked me for doing business (spending money) with them. I chalk that up to the economic times, a lot of businesses seem to be happier to see John Q. Public buying something nowadays.
Apparently that wasn't the case with the people you were dealing with.


I wouldn't blame you for not buying there again after that episode, that's why it's good to have competition. Over the years I've talked to some very sharp salespeople, a few rude ones, and quite a few clueless ones. I hang up and call back when I get a dud.

[Spudman]

I've had superb service from them for over 20 years.

The only reason I can think of that they didn't honor your requests when you called in is the way you conducted yourself. I wasn't there so I don't know what your tone, demeanor and words were but if you talked to 2 people and they both told you no then either you were requesting something they couldn't do or you were not respectful and polite. I've gotten them to eat close to $400 by working coupons and sales in one shot. I was very courteous on the phone.

[sumitomo]

I've have had good dealing's with them.They even went out of their way to help me save more money that I thought when I bought my M-13 and some other goodies.I think they should make good on the deal they were suppose to make with you,you did say you worked in retail for 20 yrs so I think you talked nice to them because you have had to deal with some bummers over those 20 yrs. I hope they see this post of yours so the problem can be resolved.Sumi:D

[Guitar50]

In this case, I was more than respectively and courteous. I never demanded anything, and offered them a couple of ways to correct the situation. I've learned that when you back people into a corner, then their gut reaction is to say "no", but if you say "I know it wasn't your fault, but is there anything you can do?", then sometimes they can get quite creative in resolving the issue.

There is plenty of online competition out there, and besides, this will give me more incentive to patronize the local music store (if only they were a bit closer!). Then again, that could be a dangerous thing :)

[MichaelE]

MF advertised a free Fender t-shirt for filling out some sort of survey back in June or July of last year.

Only two people I know of received theirs. I didn't really expect them to send one out, but now I know what kind of company they are.

I've delt with American Musical Supply for the last 10 years and they haven't screwed up once in that time.

[sunvalleylaw]

I've had both bad and good luck with MF, GC, and local mom and pop shops.
It depended on the individual I was dealing with every time.
I chalked it up to 'ya win some, ya lose some', and dealt w/ them all again after I cooled down a bit.
The last time I dealt w/ both MF and GC they bent over backwards to be helpful and thanked me for doing business (spending money) with them. I chalk that up to the economic times, a lot of businesses seem to be happier to see John Q. Public buying something nowadays.
Apparently that wasn't the case with the people you were dealing with.


I wouldn't blame you for not buying there again after that episode, that's why it's good to have competition. Over the years I've talked to some very sharp salespeople, a few rude ones, and quite a few clueless ones. I hang up and call back when I get a dud.

Same here. I had some bad service from MF re: a defective handle on a case that was not initially handled to my satisfaction, but they eventually made it sort of right with a good discount. Also, they never did sent me my Fender shirt I was promised, nor an explanation that they ran out. But other times the service has been fine. Lately, I tend to buy locally if I can, used, or for some things (accessories, etc.), GuitarCenter where I can see what I am getting. I understand they (GC and MF) are owned by the same company. I guess the same could be said of any music store I have been to or dealt with.

[MAXIFUNK]

I have never used MF but i did buy my bass and bass amp from GC service was good but that could have been because I was using a WMG employee deal.

Everything else except on item i own has come from a ma and pop music store in my area and mostly likely I will always deal with them nice guys and very easy to deal with.

[Bloozcat]

Most complaints are anecdotal because few people write about routinely good service, but many often write about service that's not. It's an unfortunate aspect of human nature to complain often and praise little.

Contrary to some of the complaints I'd read about Musician's Friend, my dealings with them have been universally positive.

The one time I had a problem was when I purchased an Ibanez AS-73 semi-hollow guitar from them. A couple of the frets were high causing some unacceptable buzz on two strings. When I called Musician's Friend I was expecting a hassle. As it turned out, the sales guy on the other end was sympathetic and quite helpful. He simply asked for the info from my receipt and he created a pre-paid shipping return label for me which he sent right out. Within 10 days the defective guitar was back at MF and I had a good replacement.

With all that I've bought from MF over the last several years, this was as close to a problem as I've ever had. And with "problems" like this, I've got no problems at all.

[oldguy]

Another aspect that is often overlooked is the sheer volume of business the large companies deal with. I've been to the MF warehouse/showroom in Kansas City several times, and the amount of returned/damaged merchandise is unreal. The majority of it is items damaged en route to the customer after leaving the warehouse.

On a seperate note, the last item I bought there was my E-Bow. I struck up a conversation with the manager, and asked if there were any discounts or coupons I wasn't aware of. He checked for me, said no, unfortunately. He asked where I lived, and was nice enough to give me a 10% discount for coming in.

[Robert]

I have nuth'n but praise for MF. They shipped my stuff to Canada very fast, prices were good and everything was boxed up well. Great service is all I have experienced with Musician's Friend.

[FrankenFretter]

The more I think about it, the more this bothers me. IF the ad stipulated that the free items were "While supplies last", then I could understand it. If no such stipulation was made, then it seems very close to "bait and switch". And the legal beagles here can chime in with professional opinions, but it seems to me that that would be considered fraud, if the item shipped is not as advertised, and they refuse to make good on their original offer.

I've never had a problem with MF, but I wouldn't do business with them if they treated me the way that they treated you, Guitar50.

[ZMAN]

I purchased one item from MF. It was a blowout on the Epiphone Elitist Custom. They were going for 799 and I had it shipped to my address in Maine. When it arrived as stated above the box was poorly taped and it looked as if it had been opened. The case was an Epiphone case but not the Elitist case. The toggle switch was intermittant.
I kept the guitar because it was a great price, and the switch was a 25 dollar fix. These guitars were going for 1400 at my local guy. The case is basically the same but it doesn't have the Elitist logo.
I am pretty sure this guitar had been returned. There was no mention of a returned or scratch and dent type of sale on this. It was a closeout.
I know this is a bit nit picky but it turned me off buying from them.
As far as GC is concerned I have only bought in person, and only pedals and cables. They were pretty good to deal with in person.
As stated above if I can't get it from my local guy I usually won't buy it.
There is however a big plus for buying in the US vs Canada and that is the tax. Most of the mail order places don't collect tax, and here it is 13%.

[epi0205]

Oh yeah MF is a hit and miss deal sometimes. I like others have had
good dealings and real weird dealings with 'em. They've gotten real
bad about filling partial orders too. I've recieved part of an order and
in some strange effort to appease, They'll tuck some off the wall trinket
in with stuff. They're "in stock" dates roll right over at the stroke of
midnight. Just seems like "service" with everybody has fallen off
drastically more and more of late..? .02 We're all numbers and
statistics... Yikes!

[tot_Ou_tard]

I don't doubt anyone's bad dealings with them

I've only had positive experiences.

Case in point my CV tele. The first one the pups don't work, the new one (without any hassle) seem to work beautifully.

[mainestratman]

Old thread, I know, but wanted to toss in my two cents...

I think there are two separate MF and GC companies... the GOOD half and the EVIL half... sadly, I've never dealt with the GOOD half.

I deal exclusively with AMS now, unless it's something I can get locally, which "ain't much" in Northern Maine... :-)

[Guitar50]

Hey All -

Just wanted to give an update on the issue I was having with Musician's Friend. I received an email from a customer support specialist last night after he saw my posting on this forum, and to make a long story short, he apologized on behalf of MF and provided me with a credit to resolve the issue. It was a sincere effort on their part to correct what was most likely a customer service training issue.

Just in case anyone else needs assistance in the future, you should write to forums@musiciansfriend.com

All the best!

[sumitomo]

Thank You Jesus! Sumi:D

[marnold]

Hey All -

Just wanted to give an update on the issue I was having with Musician's Friend. I received an email from a customer support specialist last night after he saw my posting on this forum, and to make a long story short, he apologized on behalf of MF and provided me with a credit to resolve the issue. It was a sincere effort on their part to correct what was most likely a customer service training issue.

Just in case anyone else needs assistance in the future, you should write to forums@musiciansfriend.com

All the best!
Excellent! All's swell that ends swell.

[BigBadWolf1171]

i got an order from MF yesterday (my first from them).everything was intact,in good shape. only bad/potentially thing i can say was the packing, as i ordered a few dvd's a few cords,strings and a tube, they placed the tube on the bottom of the box with everything on top , no wrapping under it. and no catalog came with it. but overall everything is good. ill probally order from zzound prior to MF next time as it took 5 days to get here compared to zz's 2 days(theyre alot closer). but id have no issues with ordering from MF if they were cheaper on anything. im just impatient:thwap

[Spudman]

I think Musicians's Friend for the most part is a very good retailer all things considered.:AOK

Remember: If you are going to place an order with Musician's Friend please do it through the Music 123 link at the top of thefret.net home page. It's almost the same store and thefret.net will receive some compensation for your order which will help with operational costs.

[mainestratman]

Spud.. any way for TFN to get into an affiliate program with AMS, if they even have one? Would like to support the site if I can.

[Robert]

What's AMS? Talk to me about stuff like this, I'm the guy setting these things up.

[mainestratman]

American Musical Supply (http://www.americanmusical.com/). I've ordered a lot of stuff from them in the past, zero problems, quick shipping...

Didn't know I could go to the top with something like this. ;-)

[oldguy]

Hey All -

Just wanted to give an update on the issue I was having with Musician's Friend. I received an email from a customer support specialist last night after he saw my posting on this forum, and to make a long story short, he apologized on behalf of MF and provided me with a credit to resolve the issue. It was a sincere effort on their part to correct what was most likely a customer service training issue.

Just in case anyone else needs assistance in the future, you should write to forums@musiciansfriend.com

All the best!

As I said before, it almost always comes down to the individual you're dealing with every time. Training customer service employees for such a large company would be daunting, to say the least.
I'm glad you had such a positive outcome, and it proves MF employees are concerned about customer satisfaction.

[peachhead]

I've not had any bad dealings with them but my purchases have all been relatively minor. Michael, thanks for the update, it's good to have a happy ending!

[FrankenFretter]

That's awesome, Michael! I hope it's renewed your faith in MF. That was what they should have done in the first place, granted, but at least they followed through and made it right. That, and my own personal experience with returns with them makes me feel better about remaining a steady customer.

[Bloozcat]

What's AMS? Talk to me about stuff like this, I'm the guy setting these things up.

Sweetwater is another online retailer you might want to check out, Robert. They're very customer service oriented and their prices are competitive with most others.

http://www.sweetwater.com/