Snowshoerealestate.com

Dear Mr. [redacted],Thank you for your reply. As the largest online instrument store, it is simply not possible for Musician's Friend to modify the thousands of product pages on our website. Rather, we rely on the individual manufacturers to provide us with the most accurate information. Since the Wolfpak Polyfoam case does not specify that it is made for a trigger trombone, your return would be considered customer remorse, as the case is advertised correctly.If you have further questions or concerns, please let me know. W[redacted]Customer Service Supervisor

Dear Mr. K[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you've experienced with your recent Musician's Friend order. After reviewing your account, I see that you spoke with a member of our management team on March 6th. During your...

conversation, she processed your return and released the funds back to your original payment method. It can take 3-5 business days before your refund will reflect on your banks end and you should see it by mid-week. Please let me know if you have further questions or concerns. W[redacted]Customer Service Supervisor

Complaint: 12628806
I am rejecting this response because:I'm still waiting for the credit to post. Until I see it posted, I have to reject the response.
Regards,
K[redacted]

Dear Mr. S[redacted], Thank you for bringing your concerns to our attention. After reviewing the information you've provided and the details available on your account, it appears that you've already spoken to several members of our management team. Though we have advised that you communicate...

with us over the phone, you have chosen to continue your inquiries in writing. Not only has this lead to a delay in responses  (as live phone calls take precedence over emails) but it has caused a significant amount of confusion. You corresponded with 18 representatives within a 48 hour timeframe. In our responses, we asked that you provide account details and the reason for your return. It was not until a member of management stepped in, that we were able to get account information from you. Upon accessing your account, we determined that the instrument you wished to return was outside of our return policy. Stringed instruments priced at $1,999 or more must be returned within 10 days of shipment. Despite the difficulties, we were willing to go against our policy and provide an exchange. Musician's Friend has explained countless times that, for security purposes, exchanges cannot be processed through email, and you must contact us by phone. We have yet to receive a phone call from you. On January 25th, you escalated further and contacted the Director of Customer Service. Since your instrument is outside of our return policy, we were unable to offer additional discounts on the 2018 HD28 Martin. Per the Musician's Friend return policy (which can be viewed on our website), returned items must be in original, brand-new condition, showing no signs of wear or use such as belt-buckle or pick scratches, scuffs, dings, or scrapes on the instrument or collateral materials. It must also include all original packaging, manuals, warrantees, and accessories. Your final response to management indicated that you were still dissatisfied with our resolution and would be filing a chargeback with your bank. At this time, Musician's Friend has made every attempt possible to resolve your concerns. You have received a response to every inquiry that was sent to us. We have provided clear explanations of our return policy and security requirements. Additionally, multiple levels of management have been involved in this situation and have offered to personally assist. If you would like to discuss this further, you must contact us by phone (877.880.5907). If you are unwilling to meet the above requirements, Musician's Friend will consider this matter resolved. W[redacted]Customer Service Supervisor

Dear Mr. N[redacted], Musician's Friend has contacted D[redacted] on your behalf. To remedy the misinformation in the Excel Series DC listing, they have offered to provide a USA made custom shop SS model guitar. If this is agreeable, D[redacted] will provide pictures. Please let me know how you would like to proceed. W[redacted]Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12629710, and find that this resolution is most likely satisfactory to me.....I don't want any weird color guitars.   However, I can't say I feel good about this. The whole issue could have been resolved with a simple gesture from MF. Putting the cost on the guitar manufacturer is really fair in my view. I'd be an it to pass on an offer like this. 
Regards,
[redacted] N[redacted]

Dear Mr. T[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you've experienced with your recent Musician's Friend order. After reviewing the information on your account, it appears that Canada Post has denied the investigation for the lost...

package. Musician's Friend has confirmed that your order was placed in the hands of your local carrier. Per Canada Post, the investigation was denied because there was an error in your provided address. Since the error did not occur through Musician's Friend or the local carrier, we will not be refunding or replacing your order. At this time, we have requested 3 investigations with Canada Post, all of which were denied. If you have further concerns regarding the whereabouts of your package, we recommend that you contact your carrier. W[redacted]Customer Service Supervisor

Dear Mr. B[redacted], Thank you for your response. After reviewing the replacement guitar that you're interested in, I do see why there was some hesitation with matching the $437.12 price, as the replacement is $900. Unfortunately, we will not be able to offer the same price, but I'm happy to look into the best discount we can offer. Additionally, if you could provide photos of the damage to your current instrument, it would be appreciated. In the event that the discount we offer is not satisfactory, I would like to explore our discount options on the current guitar and photos would be very helpful. In the meantime, please let me know if you have any other questions or concerns. W[redacted]Customer Service [email protected]

Complaint: 12531656
I am rejecting this response because:I finally heard back prior to this response from Jordan Kennedy who issued me a return UPS slip - 1z40w33v9[redacted] and the guitar was received by Musicians Friend today 12/8/17 at 9:56am.  So I am awaiting the refund.  The box was never opened, so there should be no issue in sending my refund asap.  Once I have the refund I will allow the closure of this complaint.
Regards,
[redacted] M[redacted]

Complaint: 12684801
I am rejecting this response because: I believe that your website results are misleading to customers and it is your responsibility to modify the manufacturer’s description to specify that it is not for a triggered trombone. 
Regards,
U[redacted]Had

Dear Ms. B[redacted], Thank you for your response. Again, I apologize for the trouble this has caused. None of our representatives have lied to you. Musician's Friend has done everything that we can to assist in returning the damaged package; unfortunately we simply cannot control the speed in which a damage claim is resolved. Additionally, I meant no offense when referring to the situation as your issue. I was simply stating that the young lady who assisted you recognized the importance of your concerns and offered a solution. Though she did not personally make any errors in this matter, she was doing her absolute best to correct what had been done. I completely understand the frustration and disappointment this has caused, however, screaming and cursing at our call center staff is unprofessional and unacceptable. I have contacted UPS to inquire about the pickup attempts, that we requested on your behalf. The representative that I spoke with assured me that your local UPS facility would be contacting you to arrange a pickup of the damaged package within the next 24 hours.At this time, I have released the funds from your original order. As a one-time courtesy, we will provide a refund before the package is returned back to us. Once the damaged package is picked up, your claim will be considered resolved.    W[redacted]Customer Service Supervisor

Dear Mr. W[redacted], As mentioned in your initial complaint, Musician's Friend has sent several back order notifications regarding your order. On March 23rd, our email requested that you contact us within 14 days or we would have to assume that you could no longer wait for the guitar. The Federal Trade Commission  requires consent for delayed shipments. If the business is unable to obtain consent, we are required to cancel the order and release the credit card authorization.  If you're still interested in receiving the guitar, your order will need to be replaced, however, the estimated date of arrival is still set for May 30th, 2018 and a replacement order would not cause additional delays. If you have further questions or concerns, please let me know. W[redacted]Customer Service Supervisor

Complaint: 12685697
I am rejecting this response because:The Schecter Guitar Research C-1 Platimun FR-Sustaniac is the only guitar that is comparable in the original price that has a Floyd Rose special, through neck, mahogany body, EMG pickups and a satin finish.
Regards,
[redacted]

Dear Ms. B[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you've experienced with your recent Musician's Friend order. After reviewing the information you provided, I do recall assisting one of our representatives with your situation on...

December 4th. On November 25th, we created an exchange order and submitted a request for a UPS 3 pickup attempt. On December 2nd,  you informed us that UPS had not collected the damaged package and we submitted a FedEx pick up with a damage investigation. We also offered to release the hold on your replacement drum kit. Unfortunately we were unaware that the Rogue 5 Piece Drum kit was sold out until your order processed on the following business day. On December 4th, the young lady who assisted you, created another UPS 3 pickup attempt (tracking#: 1Z40W33V2697107995). Due to the severity of your issues and under my instruction, Tasha offered to find an alternative drum kit within our inventory so we could get it to you in time for the holidays. The alternative drum kit was not only higher in va[redacted] but was also recommended by one of our drum experts. At the end of your conversation, Tasha did as you requested and canceled your replacement order. Based on the tracking information provided above, UPS has not picked up the damaged drum kit. Could you please confirm if FedEx has visited to being their damage investigation? If neither carrier has picked up the drum kit, I would be happy to contact them and determine why. Please let me know if you have any other questions or concerns. W[redacted]Customer Service Supervisor

Complaint: 12684801
I am rejecting this response because: I reject your response for the reason stated on my previous response. I don’t want your business anymore and Revdex.com can close this complaint as they wished. 
Regards,
U[redacted]

Complaint: 12685697
I am rejecting this response because:here are the scratches
Regards,
[redacted] B[redacted]

Complaint: 12628806
I am rejecting this response because:  I'm still waiting for the refund. It's been 5 days today and it has still not posted to my account. I should charge you interest given that I've been waiting a month for this refund and have had to make payments for this return item.
Regards,
K[redacted]

Dear Mr. [redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you've experienced with your recent Musician's Friend order. After reviewing your account, I see that the representative who assisted you did process an exchange for the Nimbus. He...

also provided a prepaid UPS return label. The information that Ed provided is simply the complete Musician's Friend return policy, which is a requirement for our representatives to read. It appears that you're a fairly new customer of ours and this is your first return, so I understand that our policy may be a bit confusing. To explain the policy further; Musician's Friend requests that items are returned in their original condition, free from signs of wear or abuse. If a return is received with clear signs of use, it is subject to a 15% restocking fee. Since the Nimbus you purchased was defective, you would not be held accountable for additional fees. Defective or damaged returns are notated so our returns department can process them accordingly. Our complete return policy and instructions can be found on the paperwork that was included in your package. You should have also received a follow up email after your return was created with further instructions. If you would like to proceed with canceling your exchange order, please let me know. W[redacted]Customer Service Supervisor

Complaint: 12635180
I am rejecting this response because:This company had always boasted 45 day day return periods. I was not informed about any 10 day return period after purchasing a guitar over &1999.00. Apparently the employees don’t know about this either. Please see attached. This is a screenshot of a musicians friend “chat” - the employee clearly doesn’t state anything about a ten day period for expensive items. Note- I don’t see a place to attach my screenshots. Full refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12720824, and find that this resolution is satisfactory to me.
Regards,
[redacted] L[redacted]