"I have been ordering from Musician's Friend for years without ANY difficulties. There have been a couple out of stock issues but they state on the website that their inventory is updated every 15 minutes and an item might be out of stock when ordered. If an item is out of stock they usually list a back in stock date and if too long of wait you call and cancel-no problem. I am now and always have been very satified with this company."

"I ordered 2 guitar stands, 12-pack guitar picks and a guitar strap from this website last 01/17/2008. Four business days later I got the stand and the picks. I'm pretty much satisfied until I saw that they just threw the picks with the stands on the same box and I only receive 4 out of the 12 picks I ordered.

Then I received an email saying that the strap is backordered. Four days later I got an email saying that my strap was shipped with a "supposedly" tracking number (D078737673005911303, anyone try this number please and this one too, D078737673005923920) but you cannot even use the number to track your package, I have tried FedEx, UPS, DHL, USPS.

Feb. 02, I called their customer support to check about the package and as to how they shipped my stap and too also complain about how I received the picks. The lady I talked to said that it was shipped via USPS (but the tracking number still doesn't work); and that she will gladly send me another pack of picks. Another four days, I received the picks but no straps.

After about fifteen days, I called them again to check about the strap and another lady told me to wait for a month from shipping date before calling them back again as it was their policy about USPS shipment.

Today, 02-26-07, about a month after, I called them up again to check about my order. The guy told me to wait for another eight days as they will check what happened with the so called tracking number, I told him that it doesn't and it will not work, I ask them to either send me another one or cancel the order. The guy told me that they cannot cancel the order since I might still receive the package. Why after thirty days they still expect me to receive the package, are they shipping it by boat??? Ridiculous. So now we agreed that they will send another one and that they will also send me confirmation email about the new shipment. It's been 30 mins now and I don't still see any confirmation email about my strap.

Worst experience ever shopping online."

"Bought a gigbag for my effects pedalboard. Fast shipping and everything arrived as promised. Also I got new picups and everything went smooth! Great Deal!"

"I was in shock after reading the negative reviews a day after I placed my order. I fealt stupid because I placed a big order with 18 items and I am wembaster. I can say that the website layout and functions are top-notch second to none in the internet commerce industry, maybe thats why I didnt investigate their rating beforehand. Anyway I called them and asked about my order etc and when it would be shipped and so on. They seemed friendly and knowledgeable and I learned that this is a large company with a warehouse shipping unit that runs 24hrs a day. Anyhow, to sum it up I recieved all my items in 2 UPS shipments the first in 3 business days and the second the 4th day. Every item was perfect, even the 2 cheapest guitar stands that I thought would be flimsy were solid quality and the same for the microphone, much better than I expected. The rest of my items including a Behringer amp was as it should be, new and perfect. So, all in all, I can say I am very impressed with Musiciansfriend from their website, product selection, quality, prices, delivery and customer service. Could it be that the low rating they are receiving in resellers is because people with bad experiences are those providing feedback, or was I just lucky? so I thought, they are probably doing 200 orders or more per day, and feedbacks on resellers is about 2 per month. hmmmm. I think you will be happy buying from musiciansfriend too, I am setting up another for next week, and I'll write another review. If you buy something I hope you will write too."

"I placed an order for several items on Nov 27th and all showed "In Stock" on the website. After a few weeks, I received an email telling me that, "as we notified you by email or phone, your item is back ordered." But I hadn't been notified. Plus, when I called support, they said that all items showed in stock. I had to call back two more times and finally received part of my shipment on 12/19/07 and one additional item on 1/30/08 (which was defective and had to be returned). My biggest issue was that communication was very poor and support was essentially clueless. The first rep I talked to yawned at least 5 times during the call. I would order from these guys only if you don't need the item soon...and if you don't mind that it doesn't work."

"Worst online purchasing experience I've ever had. I ordered a guitar which was supposedly in-stock and ready to ship. A week later the order had not shipped and a CSR told me it would "definately ship out today". Another week passed and I recieved an e-mail that the item was backordered. How is this possible if the guitar was in-stock? After two months of calling and waiting, a CSR told me "I hate to break the news, but you won't be recieving the guitar you ordered and we are cancelling the order." After two months of waiting for a guitar that I was told was in-stock! The savings don't matter if you never recieve anything! I filed a BBB complaint and got a form letter in response and a coupon for 10% off which expires in a MONTH! Pretty ironic since they can't even ship me a guitar in that amount of time! MusiciansFriend is NOT the friend of the musician!"

"Overall, I am satisfied with Musician's Friend. They got a great customer service (in my experience).

I bought several cables and some of them were on backorder. They only charged me for what they shipped, the backorder items were not charged.

However, they sent me one less cable. So, I called them and they said they were going to send it again and they did. That's what I called customer service.

I've good experience with Musician's friend and I know sh*t do happens but I don't blame it on them as they did everything they could to fix it."

" I called these people to place an order for an ESP F-400 LTD guitar, which totaled $719.00 after shipping costs. I asked them to send it with Sat. Delivery, as the site says I can request this when placing an order via phone. They wouldn't do it for me. Even though their policy states I can pay to have it done, the sales rep wouldn't tack the service onto the package. He gave some kind of excuse, and said the fastest he could get the package to me was Monday.

Why on earth would someone request Sat delivery on any other day they order a product OTHER THAN a Friday? That's the only scenario you would need Sat. delivery.

These people are unreal.
"

"I've had some great customer service experiences recently - but Musician's Friend (?) wasn't one of them.
Just got off the phone for the 5th time in this return process.
Ordered an effects pedal. Turned out I needed to avail myself of their generous return policy. The lady I spoke with was very nice and friendly. She was new, but seemed to get things done to set up and exchange for different pedals to replace the one that didn't work so well.
She sent me a UPS label to ship and the RA #. I sent the item back.
They received it yesterday morning, but now I've talked to 4 different people since then to find out when my replacement items would ship. Since it's right before Christmas, I was hoping things could go through before then to avoid having to wait until the middle of next week before it will even ship.
Regardless of being told twice that my order "pick list" was in the warehouse I was finally told that they weren't going to be able to process my order until almost 10 days later (due to the holiday) - that the warehouse was just SO backed up.
I certainly wasn't going to wait that long. So I said I needed them to change it to a return. 25 minutes on hold later, and I'm told that since it's the warehouse that will process my return either way (exchange or refund) it will be that same 10 days (or so [3 to 5 BUSINESS days]) before my account will be credited!
I paid my money in a timely fashion. I sent the item back quickly, and in perfect condition. I did everything the website and the customer service people said I needed to do to fulfill their policy and procedures. So why is it so hard for a company that's been in business so long to do their part in a timely fashion, and in a manner that is respectful and caring of the customers that keep them in business?
Well if they do stay in business from here on, it won't be because of any money coming their way from me; that's for sure.
There are far too many other music stores out there to have to be treated so badly just to get some music gear at decent prices.
I say, Musician's Freind is playing pretty fast and loose with the claim being made in their company name."

"I have NEVER experienced such poor service from a company in my life. I have ordered small orders from Musician's Friend successfully in the past, but after my recent experience I will never purchase anything from them again, and will do my best to past this experience off to other prospective customers.

I ordered a $100 software program. A week later I received my package, and it contained $3 sheet music instead of software. I called customer service, and while the representative was friendly, I needed to speak to the supervisor to get a new order shipped immediately. The order was shipped via 2-day UPS, but the warehouse didn't ship until 3 days after my complaint.

I received the new package, and could not believe that I received the same $3 sheet music instead of my $100 software. I was irate at this point, but calmly talked to the customer service rep. He assured me he would send a notice to the warehouse to fix their inventory problem, and the order would be shipped via next day UPS. A day later I received an email stating the order was back ordered.

I called Musician's Friend and asked for a refund. I now need to wait an additional week to make sure my card gets refunded for the correct amount.

Thankfully, I wasn't required to send the books back. It would have cost more to ship them than they are worth."

"Horrible, horrible,horrible.. I ordered the Digidesign Mbox2 pro studio bundle and requested the two business day rush, and it didn't arrive until over a week later. When it did arrive a microphone was missing, and my mic stand as packed very poorly. The delay really pushed back my recording schedule, lost money because of them. Highly recommen that you DON'T order from this company.."

"On December 4th I ordered a 2006 Taylor 710-CE Limited. Of course, it said that it was "in stock and ready to ship". The next day I checked the status to see that it was "waiting to be packed". I checked again the next day and the status had changed to nothing. I waited another day before calling to ask about the status. I was told that the order was canceled because the item was no longer in stock. Thanks for letting me know. No call, no email, no nothing. Then, two days later I returned to their website to find the same guitar "in stock and ready to ship" but now at a price $475 higher. I sent email to management. However, based on what I read here, I don't really expect a response. Nor do I expect to order anything from them. Try Elderly Instruments. "

"Three consecutive orders I recieved opened and used merchandise sold as new.
1. Guitar case had warranty card already filled out.
2. Wireless headset - not only wrong item (wireless handheld), but package was opened and dead battery still in unit.
3. Replacement wireless headset - package opened, cables unwrapped, and transmitter was defective.

WHAT HAPPENED TO THIS COMPANY? I have bought from them for over 20 years with very little problems and good service. Now they make a practice of deceptively shipping used and defective merchandise as new! Some reps are very nice, but some are just plain buttheads. Man this company needs an enema badly to get back to the company they used to be. Fortunately we do have American Musical Supply as a very good competitor."

"I ordered a guitar case and when it only showed "being packed" for 3 days on the website, I called customer service. They were helpful but couldn't tell me much and said it should be shipped out soon. A few days later I called and the customer service rep said the same thing. I pressed them and she checked further. The case was shipped in 2 days from then and in good condition. The rep also refunded my shipping for my trouble. Maybe they are getting better? Customer service reps were good."

"I made two orders worth almost a grand consisting of different multiple items. They came in from different warehouses, but all made it to my front door in 3-4 days. I suspect people that had good experience didn't bother to write any review, so that leaves us to see only the bad reviews. I still believe in musiciansfriend, I hope they have really solved their warehouse problem and in the future I won't get any bad experience."