American Musical Supply Reviews (%countItem)
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American Musical Supply Rating
Description: Musical Instruments-Supplies & Accessories
Address: 1300 Park Of Commerce Blvd Ste 200, Delray Beach, Florida, United States, 33445-2560
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I purchased a piano through AMS on Jan 16th. It was received it finally on Jan 22nd even thought it was a 2 day shipping/delivery. When I went to assemble the piano, I noticed that the main keyboard piece was broken with screws and attachment areas busted and/or missing. On Jan 24th, I sent an email with pictures of the problem with no reply. I called the next day and was told that they will set up a pick up with UPS for the piano and as soon as they get the notification form UPS when it was picked up, I will be sent another piano that was in stock (the finish I purchased was not in stock). Fast forward to Feb 1st, I called customer service asking why the piano wasn't picked up. The customer service lady said that I would I have to call UPS directly. I did. Apparently they had tagged the item already picked up, but I didn't hear about that from AMS. UPS finally picked up on Feb 5th and I emailed AMS again on Feb 7th asking when the unit was going to be sent. They informed me within a day that it was back ordered. I emailed back explaining that this was already worked out and they would be sending me a different finish of the piano so that there'll be minimal lull time. I also complained that it was disingenuous to send me $100 gift certificate for my troubles because obviously I would never buy anything from them again. They immediately emailed back and said that they can't convert the gift card to $100 refund but didn't mention anything about the promised unit.
Hello Carmen,
Thanks for reaching out to us! I'm so sorry about the confusion and daft coordination regarding your blemished piano. I see you spoke with a supervisor today and set up to have a refund issued. Did you have any additional questions?
Thanks,
Dominique - Customer Service
I am rejecting this response because:
The issue is not resolved until I get my payment back. I have requested an ETA of my refund, and I have not receive that information.
Hello Carmen,
Thanks for the follow up. I see we received the original in our warehouse today. It could take 1-3 business days to process it back into our inventory. At this point we will issue the refund. It may take a few business days for this to reflect on your account.
I hope you found this helpful.
Let us know if there's anything else we could help with.
Dominique - Customer Service
I placed an order on Friday Jan 4th order number *** for a jp-15/7 bar guitar in the amount of $3799. My problem began with me calling to see the status of the order because American musical advertises order by this time and receive the item by a specific day. I never got a shipping conformation, after calling over a dozen times I got an answer they triple checked my order because it is serialized well every guitar is serialized so okay how long can that take. The next day I call still pending, again I asked what the hold up was and finally spoke to a horrid associate I didn't get her name who after telling me I will have to wait and I can cancel I told her I wanted the item by Thursday the 10th she said she would check whatever to get me off the phone and ended up canceling the order. I then called back unsatisfied and spoke Josh who was helpful and admitted the warehouse in Mississippi dropped the ball it should ver take this long and that now the guitar isn't showing up because it was canceled that was TUESDAY JAN 8th around 5-6:00. Okay I sell guitars at a music chain so I get that today the 9th there system still isn't updated they still can't sell me the guitar they can't find the guitar I ca get a call back zero help and left I guess to deal with he most horrid experience of my life.
Hello ,
Thanks for reaching out!
I’ve reviewed your situation and found that when you placed your order, the stock had changed. The item displayed as if it was available when the representative was helping with your order, but the website wasn’t accurate. Although we try to keep these two systems as in sync as possible, we can’t account for orders being placed at a similar time for the same item.
We no longer have stock of this item and unfortunately will not be able to fulfill your request. Since the item never shipped out, you were never charged.
Let us know if you have any additional questions.
Sincerely,
Dominique CSR – American Musical Supply ***| Oakland, NJ 07436 | www.AmericanMusical.com
I am rejecting this response because: so you’ve falsely advertised the product took my order, ran a credit check, sent me a confirmation email all while you never even had the guitar because your so called system malfunctioned and the best solution you have is I wasn’t charged so have a good day? Are you kidding? What about my time, the falsely advertised product, the fact you accepted my order when couldn’t forfil it, ran a credit check because I selected the payments option and most importantly my time! I’ve now waisted days with your horrid company and being 1000% your fault that’s the response given. Not only should you be ashamed of such horrid customer service legally you accepted an order you could not complete from the beginning I should be offered something. I can’t wait to share this one on social media!
I ordered merchandise from ams. Ams promised me 48 hour shipping. Ams Failed to deliver the merchandise within the 48 hour time frame promised. I received text messages and emails on 12/10/2018 stating that my packages would be delivered on 12/11/2018 between the hours of 9:45am and 2:20pm. After receiving that correspondence later that day on 12/10/2018 I received multiple text messages and emails stating that all of my order had been delivered. I went to the door to check for my merchandise and there were no packages in sight nor were there any fedex delivery trucks near my residence. I immediately reported the situation to ams and fedex. Both companies did an investigation. I filed a police report and corresponded that information over to ams. Ams sent me back an email asking me how I’d like to receive my replacement merchandise or would I prefer a refund. After one of their service agents named Arron that I complained about to his supervisor Arron W. called me with a very disrespectful demeanor multiple insults and hanging the phone up on me multiple times when I requested to speak to a supervisor or manager, I just decided to not go fourth with doing business with this company. At that point I requested a full refund for all of the merchandise I was charged for and never received. Ams corresponded to me and refused to refund any of my funds or send out what they referenced as replacement merchandise. I called them to inform them I never received the order I placed so how could they replace an order that was never delivered in the first place. I furthermore reiterated the police report filed over the situation. Ams has refused to compensate me in any way and they are still charging me for the merchandise I never received. Ams has stated to me that they have reached out to fedex and fedex has informed them that the packages were delivered to my residence. I informed Ams that the packages were not delivered to me or my residence at all yet they refuse to assist.
To Whom It May Concern,
Please see the attached letter that provides detailed information regarding the situation.
Sincerely,
Dominique CSR – American Musical Supply ***| Oakland, NJ 07436 | www.AmericanMusical.com
I am rejecting this response because: all I want is the rest of my merchandise and some respect. My entire order was never filled. I ordered multiple items. The ONLY one package I did manage to intercept was a work station that was practically thrown on the sidewalk face up with full description of contents (big hole in the box) and slightly pushed over into the grass no where near my residence. My residence has a tall iron fence with 2 locks that does not make it easy to access the property around the entire parameter not to mention there is no grass on my property. My situation with the other company as mentioned has absolutely nothing to do with this incident. I live in a very bad neighborhood in which burglary, murder, shootings, robbery amongst other vial acts are a common way of life for some. Furthermore I have an email from Ams offering me the option to get the merchandise that I did not receive delivered to the same address with signature required “this time” or refund in full. Originally I was under the impression that since my order was so big and because of the demographics that the delivery service would be more cautious, thorough as well as require display of identification along with a signature required. Based upon this email I’m under the impression that non of those safety precautions were placed into effect. Not to mention Ams’s excuse for their corporate decision is that since their parcel service claims to have delivered my entire order to the correct address they take no liability. My rebuttal to that decision remains the same as it ever was my entire order was never delivered/filled.Which brings me to the assumption that the delivery service either did not have access to my residence and or assumed access to my residence was not attainable in a timely manor so I believe my merchandise was left on the sidewalk and or grass the same way I discovered the work station desk which was only speculatively left because of the size and weight of the package it would definitely have been a struggle to make away with it unnoticed. In conclusion the only reason I requested a refund is because of the way Ams customer service agents were treating me after they had ran my credit , took my money , and failed to fill my order. At this point I feel as if I’m being gangstered out of money that would pay for the work station desk I actually receive nearly 20 times. Now that the stress of the holidays is over. Logically I’m still willing to move forward past this unfortunate situation and make mends. There are many ways we can go about this in a business professional way to make our relationship smoother while we deal with each other for the duration of our original agreement which has already been breached due to failure to fill entire order. However I’m willing to go to the delivery service of Ams’s choice nearest my address and present identification along with providing signature to pick up my merchandise personally from the parcel service location to prevent all mistakes with delivery once it has been located. Furthermore that makes things a lot easier for me to be discreet and cautious to prevent burglary considering my demographics. Another option is I can send the damaged desk back which isn’t a big deal because it’s an empty eye soar taking up space without purpose since the merchandise I ordered to go with it never came and now it’s beginning to cause depression. Also if Ams just hates me and wants to hold me to the agreement that’s fine but the price of that agreement needs to be ajusted drastically to the price of the only item that was filled. The desk was less than $180 and I was already quoted a 40$ discount for damages. Therefore my bill with Ams should be no more than $150 total. I willing to compromise and cooperate in order to mend these soured circumstances at hand with the cooperation and consideration of Ams.
Hello ***,
As your issue with our shipping partner zZounds was part of the reasoning for the denial of your claim, it does have much to do with this incident, especially as it is a similar missing merchandise claim. Your transparency regarding this will help resolve the issue.
We are concerned that you denied any knowledge of the zZounds issue when confronted over the phone by our supervisor; are now familiar with it; and refusing to address it.
Sincerely,
Dominique CSR – American Musical Supply ***| Oakland, NJ 07436 | www.AmericanMusical.com
I removed a card from their payment system and added another. They took three separate payments to drain the account when I specifically asked them to use the new card. Then they proceeded to overdraw my old account causing me problems.
Hello ***,
Thanks for reaching out for clarification. I’m sorry for any inconvenience and the less than helpful experience on the phone. It looks like you called and spoke with our Account Services team and requested this. They advised they could do this but would need to run an Authorization Hold on the new payment method you were attempting to transition to. I would advise to speak with the Account Services Supervisor and they can take care of this for you.
They can be reached at .
Again, I’m sorry for the issues. Thanks for choosing American Musical Supply
Dominique – Customer Service
I've been a long time customer at American Musical Supply, probably since 2004. I probably had over 60 transactions since 2004 and never had any issues with American Musical Supply. They make things easy for you to buy those expensive gears. Customer service is always very friendly.
Hey Anthony...Thanks for taking the time to review American Musical Supply! I'm glad we've been able to provide your gear throughout the years. We look forward to helping you rock for years to come!
I think they are a very good company giving low-income people a chance to buy good quality instruments on credit that they can't get elsewhere and their prices are compatible with anyone I've been buying from them over 15 years and will continue to buy from them, I am a professional musician with over thirty years of experience never had an issue with them for returns or otherwise I like them very much.
Hey Henry...Thanks for taking the time to review American Musical Supply! I'm glad we've been able to take care of your equipment needs throughout the years. We look forward to keep you geared up for years to come!
I purchased a guitar from American musical supply I returned the wrong guitar
I recieved full credit for the purchase from my credit card
I sent the correct guitar back they claimed I caused scratches on the guitar that was the way I recited it
The refused to return my guitar unless I gave them a 20% fee
They illegally held my guitar I sent the payment via money order
I believe it’s illegal they stole my guitar and refused to return it if it was a money issue the could have went to litigation or collection
Hello Charles,
I'm sorry for any confusion. I would like to clarify that the purchase date for your order W8783160 was September 15th, 2017. You called to set up the return with our customer service team September 29th, 2017. At this point you were asked what the reason for the return was and you replied, “It’s very uncomfortable – It’s a very uncomfortable guitar. . .It’s not for me.” There was no mention of the guitar having any scratches or blemishes. You then returned the wrong guitar in the correct packaging. This was rectified when you provided us the correct guitar. Upon inspection of the return of the correct guitar, our warehouse observed damage that was not reported during any of your conversations with our Customer Service Team or our Supervisors. On December 5th, 2017 we advised you of the restocking fee in the amount of $163.83, and that it would need to be paid before we would ship the guitar you mistakenly sent to us. We received this payment via Western Union Money order December 12th, 2017 and set up the return of your guitar. Unfortunately, I’m not seeing any documentation regarding you contacting us February 18th, 2018.
I’m sorry to inform you that we will not be refunding the restocking fee as the information regarding our returns policy is readily available on our website. This can be referenced at: https://www.americanmusical.com/content--name-45-Day-Money-Back-Guarantee.
Thanks,
Dominique – Customer Service
American Musical Supply
I called this buisness to purchase a guitar for 599.00....
.they have a 3 month and a 5 month no credit check payment plan....the sales rep I think was alex...he took the 1st payment as I opted for the 5 month plan and processed my credit card....it went thru fine....about 3 or 4 hours later I get an email telling me my order was cancelled due to the fact that in 2017 I had an acct go into collections...how can this be??...I was told there was no credit check for the 3 or 5 month plans...the guitar was only 600 dollars....its an insult to suggest I dont have the income to pay 125 dollars a month for 5 months...im a retired police officer and a veteran...I could understand if it was a 5000 dollar guitar...this is a 600 dollar guitar....im not happy....I didnt kill noone....I ran into some financial difficulty....real smart buisness people they got there...they rather lose a customer than do buisness the right way
Hello ***,I'm sorry you are having issues with your order. Our sales representatives work on the information they have at the time. It looks like you had a previous order (***) that will need to be paid up and cleared before we would process a new order. I'm sure you can understand that we can't extend financing for you when you have an open account in collections. Please contact our account services to clear that history up. You can then place new orders. They can be reached directly at .
Thanks for choosing American Musical SupplyDominique - AMS Customer Service
I am rejecting this response because:as stated in my original complaint....their 4 or 5 payment plan is advertised on their website as being offered with no credit check involved.....so my past credit should not have been checked....its deceptive...now if I was looking to buy a 5000 dollar guitar I could understand it....but this is 599....I have the income to pay it off under their 4 or 5 month plan...I feel its discriminatory then...how can u advertise no credit check needed then email me saying we deny u cuz we checked ur credit and u had an account go to collections 2 or 3 years ago...does that make sense to u??...not to me....I want the offer on the guitar I was approved for...their buisness is to sell instruments....I ran into some financial difficulty at that point in my life....nothing was done intentionally and it could happen to anybody...gimme a break
Made a purchase on April 20,2018 and was delivered. A Fender T Bucket 300CE Acoustic Electric Moonlight Burst for 299.00 Product was defective and was told by many customer service agents I would be getting a RMA return label to send it back for a refund. Have been promised would be getting a return label in the mail for over a week and never has arrived. They say there email is messed up.
I just want to get my return label to return defective product back for my refund.
Hello ***,I'm sorry you are having issues getting your return shipping label. We take your concern very seriously and have looked into the matter. We have determined there was an error occurring within our automated processing of the return authorization that generates your electronic return shipping label. We have manually generated you a return shipping label and emailed a copy to [email protected]. We've also mailed the label to the address you have on file with us just in case there was an issue. Again, we're sorry for the inconvenience. Let us know if you have any addition questions about the process.
Thanks,
Dominique Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Order *** 02/21/2018
“Tried canceling an order within minutes, was shipped item even though for hours it was nothing more than a shipping label. They refused to do anything that would involved human intervention, they could have easily called a human in the warehouse and said to not pull this order (maybe a couple minute process) but instead they shipped item around 9 hours later. Item never reached my house was turned around by shipper with FedEx and returned the very next day to them. Even though it never reached me at all I have to wait for them to ship it to another part of the country and I guess inspect it to maybe see if shipper damaged it so they can charge me??? they have my money *** on my credit card so now I had to get my CC company involved!”
FedEx Tracking #
FedEx Tracking #421021870655106
Hello Randy,
I'm sorry you are experiencing issues with your order. We take your concern very seriously. We've designed our system automation to expedite and stream line processing from the time an order is placed to it shipping out. Once an order ships, we can no longer cancel the order.
We do however have options in place if you change your mind after an order has shipped. We can attempt to reroute the order back to our facility and process a refund. A successful reroute will incur a fee of $15 per package. If a reroute is unsuccessful, a discounted electronic return shipping label can be sent to you and its cost deducted from the refund amount.
Your order was placed at 8:48AM ET. You contacted us via our live chat portal and spoke with haroldt to see if it shipped out yet around 2:15PM ET. At that point we advised the order had shipped already. We then advised the reroute option and explained the fee associated with a successful reroute request. You advised "...do whatever it takes including reroute...". Your refund will process once our returns department has processed it back into our system. I'm showing an estimated delivery date of 2/28/2018 and should be processed within a few business days. It may take a few business days for the refund to reflect on your account depending on your financial institution.
I'm sorry for the delay, but we do need to follow through with our regular processing.
I called you right after the order and I have a chat transcript with a 1:14 PM time stamp and I have a screenshot of FedEx tracking showing it is nothing more than a shipping several hours after that. Point is you do not provide good enough customer service for me if you can't pick up a phone and intervene in your streamline as you call it. I am not worried about my money as my credit card company protects me from business' like AMS. I call you a fraud and if anyone wants to take a chance on AMS that is their choice.
Randy,
We have received your return and refunded your order. You should see this reflect on your account in the next few business days.
On 10/31/2017 at 4:15pm Central Time, I made a purchase from the retailers website for a Korg Krome (Piano Workstation) with next day delivery on 11/01/2017. The merchants website stated that I had 45 minutes to get in my order before the cutoff for the day to take advantage of the offer. The merchant has charge my credit card and has yet to populate any order information on my online profile and I was informed that the item would not be delivered today (11/01/2017) as promised through the website transaction. On the phone with the merchants customer service department the retailer also informed me that I was not able to cancel the purchase because the item was “shipped awaiting tracking” however it’s online system shows no history of the transaction at all. But again, my bank statements show charges from the merchant at the time I completed the online transaction.
Hello ***,
I apologize for the issues you experienced when placing your order; the order has been canceled. The pre-authorization that appears on your credit card typically will drop off within 1-3 business days. Due to the issues you experienced with your order, I am issuing and AMS Gift E-Gift for you to use on a future purchase. Please watch your email later this afternoon for your E-Gift Card.
If you have further questions or concerns, please contact us at .
Jill-AMS Customer Service
Purchased a Guild guitar in Feb. 2017. Had an issue with quality of finish, they replaced it. Some months later the instrument cable jack came loose. I did not use it to plug into an amplified except maybe twice. The jack pulled out partially. It appears the inside retaining nut is loose. Not my fault. Guild has a limited lifetime warranty and American Musical advertises an extra year over the manufacturer warranty. I contacted American Musical via email on October 2. They never responded. Called them. Customer Service said they do not have a repair shop and advised me to go to a local guitar shop at my expense. I told them I contacted Guild and they wanted me to pay for shipping (it would cost me about $50 or more to ship, plus locating a shipping box, etc.). They said they could not help me. This is a violation of what they advertise. I asked again if they could help in any way. No, was the answer. I refuse to ship to Guild as AMS said they honor warranties. They should have offered a replacement if they cannot fix it. I have no control over a nut that was never secured properly. They need to replace it or refund or pay for the local shop to repair/ i.e. tighten the nut.
Hello ***,
I am sorry to hear you are having problems with the Guild D240E Acoustic Electric Guitar (GUI D240E NAT); Although we cannot comment on other companies policies, or procedures, what we can tell you is that most manufacturers require you be responsible for shipping the product to them. They will more often than not cover the cost of repair, replacement, and return shipping. This is how our extended warranty works, as well.
In regards to your AMS Extended Warranty, this additional 12 months is an extension from your manufacturer warranty. This would mean that it is only valid after the manufacturer warranty has expired. We recommend contacting Guild and that you work with their warranty department, as they are offering you coverage for service.
Please let us know if you have further questions or concerns.
Jill-AMS Customer Service
Hello ***,
We cannot comment on other companies policies or procedures, however, most manufacturers do hold customers responsible for shipping the product to them. In turn they cover the costs of repair and return shipping. I apologize for any misunderstanding on how the warranty and extended warranty works; due to the misunderstanding, I am sending you a $25.00 AMS Gift Certificate via email. Please watch your email later this afternoon for the gift certificate.
If you have any further questions or if we may be of any additional assistance, please feel free to contact us. We are open 7am-11pm Central Time, 7 days a week to assist you.
Thank you for choosing American Musical Supply!
Jill-AMS Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I appreciate the admission that perhaps the web site should be more clear. Was not looking for a gift card, but will accept it as a token of good faith. I do appreciate the responses and the help from Revdex.com. My objective, again, was go make sure that folks are clear on what is covered and what is not. Thanks.