Complaints.com

From: Message Author
Date: Tuesday, 16-Jan-07 09:31:07 CST

Business Info

Musician's Friend, 1491 N. Universal Ave., Kansas City, MO 64120-2139

1-800-776-5173

www.musiciansfriend.com

I placed an order for over $900 in guitars and amps on Nov. 18, 2006.

The order was due to arrive in approx. 10 days. but never did. I

contacted Musician's Friend via phone to inquire the status of my

order. They said it had been delivered on Nov. 27th. I informed them

that it had NOT arrived yet so they said they would investigate it and

call me back in a day or two. I did not hear back from them after a

week had gone by so I again called them. They said again the order had

been shipped and that UPS showed it was put into "the garage" on the

27th of November, 2006. I informed them that I had not been home that

day and my garage was locked, they put it in someone else's garage.

They said they'd contact UPS and have it investigated. While I was

waiting for a return call again, my neighbor came over and told me she

had packages in HER garage with my name on them and that UPS must've put

them there without anyone knowing. That night UPS showed up at my door

and I told them they had been found.

I then checked the guitars and amps before putting them away until

Christmas, at which time I found that one of the guitars, the Epiphone,

was defective. I then called Musician's Friend again and told them of

the situation. At this time it was now around Dec. 15th and getting

close to Christmas. With all the delays because the shipment had been

"misplaced" we were running out of time for getting the guitar here by

Christmas. I explained the whole story to the customer service rep at

Musician's Friend. They said I would have to send the guitar back and

they could send me a replacement but because it would take at least a

week to receive it back, log it, and send out another one, they could

NOT guarantee it would arrive in time for Christmas NOR would they

expedite the shipping to make up for all the mistakes. So, stuck in

this predicament, I told them to just give me a refund on the defective

guitar when they received it and proceeded to order ANOTHER guitar which

I paid for again. That guitar arrived fine. But, I had not received my

refund on the first guitar yet! I called on Dec. 23rd, Jan. 4th, and

Jan. 10th. On Dec. 23rd they told me the guitar had been received and a

credit would take about 5 days. So I waited and checked my account

online, still no refund. I called on Jan. 4th and was told the credit

had been issued that day and to give it a couple of days to show up in

my account (I paid cash via a paypal account fyi). I waited, I checked,

still no refund! I called on Jan. 10th and was told the SAME thing!

AGAIN I waited, I checked, still no refund. Now it is getting old. I

called AGAIN today, Jan. 16th, and just guess what I was told..."the

refund was issued today and should show up in your account in a couple

of days. Wait and check your account then." I got very upset at the

customer service representative and asked to speak to a

manager/supervisor. He put me on hold for about 3-4 minutes, then came

back and told me the same story again and that even if he gave me to a

supervisor they would tell me the same thing and that I just needed to

wait a couple days for the refund to come through! I tried to make the

rep. see that I had already been told that same line 3-4 times!!! He

was rude and I ended up just hanging up.

Paypal hasn't been much help either because their policy is you have to

file a complaint within 45 days of the initial order. Well, that was

Nov. 18th so the 45 days was up on Jan. 2, 2007. I was still dealing

with Musician's Friend at that time and had no reason to believe that I

was about to be ripped off!

Belinda Haselschwerdt