January 26, 2008

Musicians Friend Fails Again

By Rich

I Got a Gift

I recently received an e-certificate for use at the online music retailer Musicians Friend. My brother sent it to me on 15 January. I immediately used it to place an order with the merchant. The order was to arrive in two to five business days.

By 24 January I’d not heard anything regarding the order, so I checked my order status online. The complete order shows in my account, but it shows as “Unknown (Not processed yet)”.

I wrote to the Musicians Friend customer service department using their online form process. I got a reply on the 25th that said “we’re sorry we are unable to locate this order using the information you provided. Can you please check that order number again?”

I immediately replied with the exact same order number that I had copy/pasted from my account screen. I also included an exact copy/paste of the entire order screen details and dropped that into the reply section. This morning I received another email from them that stated, “I’m sorry but, I’m unable to pull up your order with the information you provided. Please, contact us at the number listed below.”

Customer Service Phone Call

I called the number — waited for seven minutes on hold and was connected to a girl that was very friendly. She asked for my account info and attempted to locate the order. She was unable to do so and very earnestly apologized for the loss of the order. She asked if my card was charged. I explained that I had used an e-certificate to place the order and did not know if it was now “wiped.” She apologized and explained that she had to transfer me to a different person that handles those. I, of course, would have to provide all my account information and order information to that person, as well.

The other guy took all my info, confirmed that my order indeed did not exist in their system (it shows on my screen?!) and that the e-certificate number was no longer valid. He commented that it had been four years since I had ordered from them based on his screen.

He took my information, told me he submitted a request for a new certificate number and that I would receive and email within 24-48 hours with a new, valid number. I could then place the order online again.

No Phone Call Order Available

I asked if I could call the order in direct once I received the new certificate number. He explained that because it is an “e-certificate” that I would only be able to place the order online.

This is an almost exact circumstance as the order I placed in 2004. I explained to this customer service rep that these are the circumstances that helped me decide not to be a Musicians Friend customer in 2004 — and the reason that it had been four years since I had placed an order from them.

I will try this order again in a few days. I can only say that I’ve been recording more tracks for my project — and had really hoped to layer in some tambourine and shaker parts after receiving these items in my order.

I do appreciate the gift — absolutely! I just wish that Musicians Friend could get it right for once.

This entry was posted on Saturday, January 26th, 2008 at 10:05 am and is filed under Complaints, Editorial, Music Stuff. You can follow any responses to this entry through the RSS 2.0 feed.
  • http://www.murphyssaloon.com Hieronymus Murphy

    Good Lord, Rich! Good thing the “real” people you spoke to were pleasant, if helpless and a little befuddled in the face of the company procedures concerning use of the e-certificate.

    I’ve only bought stuff from their retail location near me, and that was pleasant enough. Your online experience ensures I’ll be buying only at the physical store for the foreseeable future.

  • Gregory Miller

    I’d like to purchase some equipment online.But it just doesn’t seem safe.I can easily go two miles up the street to Sam Ash.Somethings not right,I take it back!I’ve compared prices everywhere,the difference is just not worth the headache.

  • http://musiciansfriend.com They Suck !!!

    BBB Rating

    Based on BBB files, this business has a BBB Rating of D+.

    Reasons for this rating include:
    Number of complaints filed against business.
    Number of complaints filed against business that were not resolved.

    Business Contact and Profile

    Name: Musicians Friend
    Phone: (801) 501-8874
    Fax: (801) 501-9552
    Address: 180 W Election Rd Ste 100
    Draper, UT 84020
    Website: http://www.musiciansfriend.com
    http://www.musiciansfriend.com/
    Original Business Start Date: October 1983
    Principal: Mr Paul Christensen, Complaint Contact
    Customer Contact: Mr Paul Christensen, Complaint Contact – (801) 501-9551 or
    Email Address:
    Industry Classification: Musical Instruments-Dealers, Internet Shopping Services, Mail Order & Catalog Shopping, Recording Service-Sound & Video
    BBB Accreditation: This company is not a BBB Accredited business.
    Additional DBA Names: Musician's Friend
    Musician's Friend, Inc.

  • shipbu1lder

    On Nov 30, 2009 I purchased a guitar with case and a few other items from Musicians Friend using cash in my PayPal account to pay them. Less than 2 weeks later I called and obtained a return number and returned the guitar and case because I didn't like the feel of the guitar. On Dec 17, 2009 they received the items. On Dec 22 I still had not received my refund to my PayPal account so I contacted them. They claimed they had refunded the money and I insisted they didn't. Then they had the audacity to tell me I was mistaken and as far as they were concerned the matter was closed. So I filed complaints with the BBB, the Department of Justice and the Federal Trade Commission and sent them copies.

    Suddenly they changed their tune and apologize saying there was some sort of glitch in getting the refund to go through. Days later, still no refund on my PayPal account so I filed a dispute with PayPal which froze their account. Then they claimed they couldn't issue the refund because of my dispute against them. I lifted the dispute so they could credit my account, but still on credit.

    It's now been nearly 3 weeks, no credit on my PayPal account and now they're claiming that they refunded my money a long time ago. I've even written letters to Robert Eastman and the CEO of Guitar Center which should arrive any day now.

    This company has many complaints against it if you do a google search and they all seem to have something in common, lie after lie after lie from Musicians Friend customer service.

  • High Plains Thumper

    Rich, I found your article through a web search. I too am puzzled at their service. two weeks ago, I placed an order for several items, a keyboard stand, multi-sax stand, microphone cable & stand combo, tenor sax end plug and woodwind cork. Mike and cord were backordered, I knew that when I placed it. What upset me was receiving 2 E-mails that my backorders were billed at my old credit card address but shipped to my new. I thought it odd during the ordering process, that they had my old address for credit card and I changed that before committing the order. Then I wrote an E-mail to their service department and was told it was because I changed the address after I placed the order. That got me a little steamed. I called their customer service and requested an explanation. The only thing I got was some gal hung up on my back orders, which is odd. Now I looked at my order status on-line, the back order dates and status no longer exist. Also, it is a minor thing, but I noticed my tenor sax plug missing. It was supposedly packed with my Quik-Loc keyboard stand. Such a small item should have been more securely packed. Quik-Loc packing box had a hole punched in it by UPS and the lock mechanism was bent. I was able to straighten the lock bracket by hammering on it, keyboard now functions. I can buffer the loss of the tenor sax plug, it was only $2. Based on the various complaints on this company’s customer service, I think I will no longer purchase any further items from them.

  • Grosvenor_meier

    This is interesting.  Never had an e-certificate but I have purchsed well over 30 items, including about 10+ guitars from MF.  I have sent back several guitars because I did not like them or felt that they were not correct for me.  I am very meticulous and sent back some of them for very, very minor problems [in my opinion].  I have never had to pay one cent for return shipping of any item.  Every person I have ever spoken to or done business with at MF has been simply fantastic in knowledge and service.  I get great deals, superb shipping, excellent communication and great advise from everyone I have delt with at this company.  Superior in all respects and way above all other companies i have done business with in relation to musical instruments/gear and electronics…period.
    Grosvenor