"Extremely dissatisfied with this company on an order. Rebuilding my Strat with a Fishman fluence HSS pickup set up and received unsealed items even though I paid for sealed. Missing hardware that go with the fluence pickups so that they work and overcharged based on what they shipped me. They charged me for sealed items even though they have unsealed items listed on their website that I did not purchase but, that's what they sent me. I thought I was reasonable asking for the discount of what I would've paid had I ordered the unsealed item they had listed which was 20 whole bucks and I wanted the missing parts so I could actually use the pick up system as you need all these parts. I was told that I would not get my $20 back and that I should call Fishman warranty about the missing parts. I guess it doesn't matter that American musical supply sent me unsealed items missing all these parts and overcharging me for what they sent. Our buddy Austin a supervisor in customer service, shouldn't be. Not sure why he's in that position but he never had any intention of giving good customer service. You could tell by the tone and snicker in his voice that he was going to win this phone call. He actually made me feel like I was probably lying about the missing parts. Continually using the words allegedly missing parts allegedly unsealed. All I wanted was my 20 bucks back two potentiometers and a jack, less than $50 he called a customer thief. I would not recommend doing any type of business with them. Their website looks great. They look very transparent. Everything looks great until you have a problem and you need their customer service. You'll run into Austin who will ruin your day over a few bucks. I just spent $300 with your company and you think I'm going to call you in allegedly try to steal $20 worth of potentiometers from you. Unreal terrible customer service.
What bugs me the most is the unreal story that Austin gave me on what an unsealed item was. Apparently just being unsealed is not enough there has to be something wrong with it. The fact that it was unsealed was not unsealed lol what a joke. The fact that it was unsealed means it wasn't factory sealed Austin. You have a listing on your site for $20 less for the unsealed item. Had I wanted the unsealed item I would've spent $20 less. Give me my $20 back. Please fix my Fishman fluence. SSP missing parts. Give good customer service, even if you're not capable of great customer service. What you gave today was nowhere close to even being considered customer service at all in my opinion. It warrants a one star. That's on you Austin.

Date of experience: March 11,2024

Tip for consumers:
Austin shouldn't be a supervisor in customer service. He was prepared for a **** match that he was determined to win even if it meant sacrificing this customer"

"The customer service I received when placing my order was great! The staff was very friendly and knowledgeable."

"Customer service staff was great when I was looking at some pedals for my guitar. They were very knowledgeable and helpful. I will definitely be back the next time I need gear!"

"Ordered a couple guitars from AMS. Two Taylor’s. Setup the financing over the phone and was a very great experience. "

"The sales rep I spoke to was very knowledgeable and took the time to make sure I got the right guitar. I received it in 2 days and it was ready to play!"

"Thanks to AMS for helping me built a studio
Including they great staff & On top of that I was able to make monthly payments while enjoying my equipment at home you guys are sure the best VERY RECOMMEND ESPECIALLY WHEN WORKING WITH A BUDGET AMS DOES COME THREW FOR ALL ARTISTS & PRODUCERS/DJ’s "

"Tried to purchase a limited edition item that they likely didn't have, but the first order they never ran our card for a $6,700 purchase, second order got mysteriously canceled, 3rd order declined because they couldn't "verify my wife was a real person""

"Horrible misleading company. Went through full order was offered terms and then an hour later order was canceled for no reason. Horrible customer service. Don’t waste your time with this company total joke."

"Terrible experiences. They pull bait and switch with demo, damaged, and open box items. They ship expensive items in the original packaging even after I asked for a box with no product markings. Very sleazy. I am tired of this kind of online experience.

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"Prior to 2017 I had an account with AMS for 4+ years and always enjoyed my experience. In 2017 I closed my organization and thought my $5k+ account was settled with AMS. Fast forward to 2022….I apply for a credit line (as I’ve done in the past) and it came back denied because of a 1,700+ bill still owed. I thought that I would be able to talk to someone and discuss the past due amount since I thought it was already taken care of years ago. Instead, JASON EBY, sent me an email and stated that they would be taking the money (allegedly) owed off of the card I provided. The card I provided did NOT have $1700+ on it AND it was a locked card. I don’t know how he pulled it off but now my card is over $1200+ in the negative. When I called AMS and asked for Jason Eby, I explained to him what my issue was and his response was….”All you’ve told me is a bunch of declaratives, you’re not asking any questions. What can I help you with?” So I sit stunned for a moment at the poor customer service and repeated what the issue was…his response was “you’re not asking me any questions. Per the contract, we will get the money by any card you give provide.” When I told him the card was locked, he said “it couldn’t have been because we got the money”…at this point I’m mad and asked him if there was someone else I could talk to and he said “no I’m the lead in this area and there’s no one else who can deal with this.” And he just kept repeating “You're not asking me any questions”. So I hung up the phone. I’ve referred SO MANY organizations to AMS and they’ve joined the AMS family. But I will now tell them my experience and encourage them to find another company. I will never do business with AMS again. "

"Very disappointed with my recent experience with this company!
I purchased a blemished RCF sub woofer which was shipped promptly, had minimal damage, and was reasonably priced.

After the holidays I finally got a chance to hook it up and see how it sounded with my other RCF speakers. It sounded horrible! I don't know if the speaker was blown, or just something else majorly wrong with it.

I called to return the item and everything went smoothly on the initial call. The rep admitted tome that when something is returned, if it looks OK, they don't bother testing it. He said someone would call me to arrange pickup, and once it was confirmed that it was picked up they would send me a brand new unit to replace it.

I never received any kind of notification from the shipping department, but out of the blue UPS showed up to pick up the item. Several days went by and I still hadn't heard anything from shipping. Today, a full week after the item was picked up, I verified through tracking that they received the return last Friday. I called the number to find out where my replacement was. The rep on the phone was nice enough. He did some checking and found that I was first in line to have one shipped out, once the inventory arrived in 2-4 weeks!

So to sum up why I'm giving them a 1 star review, they sent me a defective product that had it been tested, would not have been sold, there was zero communication from shipping on picking up the package, there was zero communication that my replacement would be delayed. I have since cancelled the order and placed it with another company that had it in stock.

I'm sure that many transactions with this company have been successful, I can only recommend staying away from them based on my own experience!
"

"Have been purchasing from AMS for years but recently have run into issues. For starters the free two shipping is not accurate. Even when I have paid for two day shipping I never received my items in less than 6 days. Recently purchased an electric guitar. When it arrived the headstock was snapped clean off the guitar. Perhaps an issue with the shipper, but the inner guitar box was not taped shut and the two small sheets of paper were not enough to fill the 4 inch gap between the inner box and the outer shipping box. With all that play it is no suprise the guitar broke. When I called to return it for exchange they agreed to immediately send out a replacement. When I called them two days later they told me they were waiting for the returned item. This was not what we had agreed to so I was tempted to cancel the order but decided to let them send me a replacement anyway. Days later and I am still waiting for them to send out the new guitar. Use to be happy with AMS but this will most likely be my last purchase with them. At least at Guitar Center I can pick up items I order at the store and resolve any issues face to face. "

"This company has bombarded my e-mail with coupons which they refuse to honor. Three separate times I have tried to use such codes and they have been rejected. Talking to customer service is a total waste of time. One person told me they had no such code even after I offered to forward their e-mail with the code. Not an honest business."

"My husband is a musician and also travels on the road to do sound for popular bands. He had always wanted a PRS silver sky. American musical supply made that happen. I got an absolute great deal on one because it had a couple scratches on it. It arrived promptly, and he absolutely loves it. It plays great, it’s a beautiful instrument! If I’ve ever had issues making a payment, they were always super understanding. People need to realize that this company is taking a massive risk when they send you expensive equipment on a payment plan. "

"The reason for my frustrations and writing this email is after talking to Steve (Credit Manager), I'm not sure if your company directly discriminates against its customers or has a thoroughly insensitive policy which leaves your customer more confused and upset because your service was inadequate.  I bought items in the past and was informed that I had a "Rockstar-Status" and carried a 3,000 or 2,000. credit limit with you but I was informed yesterday that by limit had been changed to 1,500. when when asked why I was informed that because I was a "Rockstar" and paid off one agreement by inhouse limit was downgraded-which lead me to be more confused as I went into the 15 minute conversation with Steve, I was informed that there was no option to escalate my concern and he also told me that unfortunately that just our procedure and implied that I should accept it because there was no way to change that. 
My concern at this point is not even about the payment plan being diminished, but it appears that the company team is not on the same page and gives confusing information to its customer base, I made my purchases at AMS in good faith and paid off one agreement plan, and was informed  by Steve that. "I was a 2 tier customer," and if I paid of another agreement then that possibly could-have inhouse balance raised-" but when telling Steve I wanted to pay another agreement totally out and have my balance raised-Steve then said, he could guarantee that after the payoff, that I would receive and increase and no-one within the company could assist me or help because your credit system is all done by automation?  
Unfortunately, your service has not performed well, and as I do plan to pay off all agreements, I would hope in the future that you could review my telephone conversation on yesterday with Steve, and others also find a way to gain more solid footing into a positive "Guest Services Culture," that doesn't leave your customers more confused as they enter into a relationship with you."