"I ordered a small practice amp that was in stock. After receiving a confirmation email, I expected shipment relatively soon, but the order status remained on "in process" for six days. The amp shipped shortly after I asked for an update.

Unfortunately, the amp did not work when I unpacked it and plugged it in. I took it to a local store to see whether it was the amp, my guitar, or my cord, and yes -- the amp was faulty.

That was when the fun began. I wrote for a return authorization number (according to store policy) and didn't hear anything back. When I followed up I was told that a replacement amp had already shipped, which turned out to be untrue. I exchanged three or four emails with Ben, the owner, explaining that I wanted a refund, not a replacement, and he agreed that I could send the broken amp back, as well as the second (nonexistent) one and receive a full refund. He said he'd cover my shipping charges too.

Soon it became clear that he hadn't shipped a new amp, and then he sat on the refund for another week though he had already received the broken amp. He said he'd have to test it before he could issue a credit. He also said, per his return policy, that he'd tag me for a 4% credit card fee, already forgetting that he was supposed to reimburse me for return shipping.

Finally, he got around to the credit, just as I was on the verge of filing a dispute with my credit card issuer. All told, my experience with Instrument Alley wound up costing me $17 for my trouble.

UPDATE: After a number of emails in which Ben and I each explained our understanding of the situation, he refunded my shipping costs. Judging by this response, I believe he'll be taking a more consistent, consumer-friendly approach to returns/refunds in the future. "

"I ordered an 'In Stock' guitar pedal on the 16th, and am still waiting for this item to ship on the 25th. Their published ship time is 5 days on 'In Stock' merchandise. They have not even told me it is backordered either. Just zero communication from them. I'd definitely recommend everyone to steer a wide berth around this loser of a reseller. You won't be sorry.

EDIT (26 March 2009): Had an online chat with Dave, and they 'finally' received the pedal that was 'in stock' when I ordered it. And he was shipping it when I contacted him on chat. Talk about coincidences. Steer clear of these guys!"

"Best prices on internet. Very fast and secure shipping. Highly recomended shop. Merci beaucoup!"

"What a bargain! Played a guitar for over 39 years and always wanted to try a mandolin. I'm a cheap skate and like to build things. Wanted to buy a kit. Somehow stumbled on this little gem. All solid woods,adjustable bridge,BONE nut(huge plus) and allegedly gotoh tuners.By the way,did I mention a bone nut AND $40 cheaper than any solid wood kit I could find. Beautiful natural maple finish, regardless of where the maple was harvested.I unboxed it, set the bridge, tuned it and was playing in about 15 minutes.I didn't expect much and was thrilled at the tone of this little instrument. Nice bright sound and warm at the same time. Good sustain too. The only problem I had was that at one point I detected a buzzing sound near the headstock and found it to be one of the tuners. The shaft on one of the pegs is slightly bent and will loosen itself depending on its position. The string itself stays in tune pretty well however.The playability is no better or worse than the $500 mando I tried out at the music store a couple of weeks ago.I will probable tinker with the set up in the future but it plays very well right out of the box!The nut was cut very well which surprised me as I've had to make nut adjustments on just about every guitar I own.Cosmetically I can find no glaring issues.The original box had some authentic chinese writing on it (bonus).I used 660 grit sandpaper to round out some edges on the fingerboard binding and the inside of the F holes just because I can't help myself.I oiled the rosewood fingerboard because I thought it might be dry from the trip across the ocean, and I polished it up.The only things that could improve this instrument would be an adjustable truss rod and an ebony finger board, but remember the price! This is the best bargain in mandolins out there. I was lucky to get the one I got at Instrument Alley and hope you can get yours before they are gone. Ben worked with me to make sure I received the finish I wanted. Couldn't be more pleased."

"I purchase a Gold Star GF85 banjo from Ben at Instrument Alley. The price was great and so was the communication. The first banjo I received was flawed. Ben took it back and sent me another that is perfect. I would definately consider a future purchase from Instrument Alley "

"I ordered a guitar from them and rcieved it in perfect condition. The shipping took longer than expected, but I sent an email and was answered the next day. Ben informed me that the case I wanted was on back order and would take a few days to get it in. It was shipped a week or so later. I would order from them again."

"This is my first time using InstrumentAlley.com and I am extremely satisfied with their prices and service. I had a minor problem with my purchase (not Instrument Alley's fault, the bow that was shipped in my Cello kit was warped). When I called, I was given an RMA # immediately and a replacement bow was sent out even before I had returned the defective one.
Great service, great prices.
Highly recommended.
"

"I am very pleased with my experience with InstrumentAlley.com. I had just returned a guitar kit purchased from another company that had missing parts, parts that didn't fit, etc.
I needed the kit quickly for a school project. Before I heard from the other company about returning their kit, my new guitar kit from InstrumentAlley.com arrived!
I would highly recommend ordering your next instrument from InstrumentAlley.com. "

"Secure site, easy ordering, fast shipping, good follow-up!"

"Got order confirmation and shipping confirmation on the same day. Super speedy service. Also got follow-up email later. Quality of the product (Saga guitar kits) was very good."

"Wonderful service. Shipped and recieved within 4 days. Would definitely but from them again!"

"I bought the fx-rap-5 footpedel from these guys,
thirty dollars cheaper than anyone else and they shipped it free. I got it in three days and with money back if I was not satisfied.They also sent me an email to make sure I was happy with the product and had recieved it in good shape,and it was from a real person not computer generated.
I will gladly buy from this company again. "

"This was a very good buying experience. I got a good price on my guitar case, which I had trouble finding elsewhere, AND free shipping. The case was received on time. It was especially nice to receive a follow-up personal query about the order to see if everything was satisfactory. I expect to use instrumentalley.com again."

"Ten days after I placed my order, I contacted them, wondering where it was. The live chat operator told me it shipped today, which is standard for companies that try to see how long they can keep your money without delivering product, to see if you forget about it. Don't deal with them. Check them out on the BBB's site:

http://utah.bbb.org/WWWRoot/Report.aspx?site=139&bbb=1166&firm=22003955"

"Just purchased a Goldtone Rigel Mandolin from Instrumentalley. There price was excellent, particularly the included Goldtone case. despite some worry from web critics, my mandolin arrived in perfect condition and on time - shipped from USA to Ireland.
Great service and good price - recommended.
Patsy Toland"