Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/09/2024 I placed an order for a ****** 724CE guitar. Without my authorization or knowledge and *after* taking payment, American Musical initiated a return and intercepted the package delivery.

  Business response

  12/13/2024

  Hello!  Yes, it looks like we found a discrepancy between the account info and the social security number provided for the 18 pay plan.  To further discuss your options it will be best to contact our ***************** at ************.

  Customer response

  12/13/2024

  
  Complaint: 22681995
  
  I am rejecting this response because:
  
  The discrepancy was resolved over the course of four hours of phone calls, and was repeatedly confirmed as such prior to charging and shipment. *** shipping and charging after these repeated confirmations then claiming it was a mistake and reversing the shipment on day-of-delivery is at best horrible business practice and more akin to fraud.
  
  Regards,
  
  **** *******

  Business response

  12/18/2024

  The consistent swapping of social security numbers resulted in your orders being flagged in our fraud and credit check system.  We have received the item back, processed the return, and issued your refund on 12/17/2024.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called this business to inquire about a guitar I was interested in and reached a representative named *******. He was rather rude and abrupt with me over the phone when I asked him to send the numbers we talked about on the phone to my email so if I called again and got a different agent they would know what Im talking about. A normal request I think for customer service to do. He refused saying very rudely and abruptly that they cant do that any more. Thats nonsense. Every body on other musician based websites Ive tried and who were a man of their word sent me the offers and the numbers we talked about on the phone to my email so I would have a reference if I called back to order. Not good customer service at all. Disappointed

  Business response

  12/05/2024

  Hi, ****!  Sorry to hear your experience was not satisfactory.  I will certainly review that phone call, and I will address it with the agent accordingly.  I have also arranged for one of our veteran sales agents to give you a call to see how we can help!

  Customer response

  12/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ******

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a guitar pickup from this company on 10/19/24. I received it in packaging that simply slides open so there was no broken seal etc. I slid the box open and looked at the item but did not test it in my guitar because a friend of mine has the same item and we used his as a test. I didn't care for the sound quality so contacted *** to initiate a return. I was told that the item was not returnable because it was opened and because the item is not returnable. This surprised me because the fact that it was not returnable was not clearly posted on the listing in the website. The customer service person pointed me to a tiny icon on the bottom of the listing entitled, "special conditions". If a customer clicks on it, it notes that the item is unreturnable if it is opened. So my complaint is threefold: 1) If an item is unreturnable to a vendor that emphasizes easy returns, that fact should not be hidden and accessible only to those who "click through"; 2) Since the package was unsealed and the item unused, it is as new and should be returnable. If I had lied about sliding it open to look at it, it seems they may have authorized a return. But since I was honest I am being penalized. 3) Finally, this was my first experience with this vendor. I normally buy from other large musical supply retailers - both of whom would have quickly authorized a return under these circumstances. I appreciate your assistance in this matter.

  Business response

  11/18/2024

  Hello, *****!  Sorry to hear about the situation with trying to return your order.  While the agent communicated our policy correctly, I believe this situation calls for an exception.  I have set up a return authorization for you, and you will be receiving an email with a *** label soon.  Please write Return Authorization #******* on the shipping box.  After we have received the item and it has been checked back in through our returns process we will issue your refund. If you have any questions you can respond directly to me here, or you can give us a call at ************!  We'll do our best to answer any questions you may have!

  Customer response

  11/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Heres the revised description for the Better Business Bureau:Description of the Problem:I purchased a bass guitar from American Musical Supply (AMS) listed as a Minor Blemished Product, which, according to their website, was guaranteed to be fully functional. After using the bass for a short time, I discovered significant functionality issues that rendered it unusable. I contacted *** customer service to resolve the issue, but instead of addressing the actual defect, they repeatedly told me to purchase new strings, which was not the problem.I understand that I am two days outside of their 45-day return policy, but the bass was defective, and I believe *** should honor their advertised guarantee that Minor Blemished Products are fully functional. Despite escalating the matter to two different supervisors, *** refused to provide a meaningful resolution, citing the return policy. Their response has been dismissive, and they have not acknowledged the defective nature of the product.I was quoted $300 for repairs by my local luthier. Therefore, I am seeking a price adjustment or reimbursement for the repair cost, as I believe I should not be paying out of pocket for a defective item that was sold under the guarantee of functionality.

  Business response

  10/21/2024

  Hello!  We are always more than happy to facilitate a refund or replacement, especially for defective items, within our 45 day return period.  Since you contacted us about this after the 45 days had already elapsed we were not able to accept a return on this item.  You can view the details of our return policy here:  *****************************************************************************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a guitar case from their website, I submitted for a return prior to recieving the guitar case due to no longer needing the case. American Musical Supply re-routed the package back to their warehouse before It was delivered to me. ***** informed me that American Musical received the package, which American Musical confirmed, on July 16.They issued a "store credit" for the return, however I was never notified that I had a store credit. I called their customer service department and was informed that they will issue a refund to the card I made the original purchase with. As of July 31, I have not received a refund. On my account on *******************************************'s website the order does not show returned, nor does my profile indicate that I have store credit. In summary, the item was returned and received by American Musical Supply, however I have not been issued any form of payment in return. There is also no indication that the item was received by American Musical other the verbal confirmations that they received the package.

  Business response

  08/01/2024

  Hey, Triston!  We had processed the return on our end, but it had not been processed on Affirm's end.  I contacted them and got it taken care of.  You should see this reflected on your account within the next few business days.  Please let us know if you have any questions!

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dont know what the problem is with this company but I paid to have a keyboard sent to my husband Christmas of 2023. It is now JULY 2024 and my husband has NO KEYBOARD & also we have no money. I have been calling and chasing this check NON stop since 2/6/2024! They supposedly keep sending it out. Ive spoken to basically everyone important in the department. *****, *****, ***, ******************************* these people through all these months resending this invisible check. However the facility they are sending it to is somehow Not receiving it ever. I literally had the head of the mail department there give me her DIRECT address. Weve tried every single possible way. So then finally Im like ok well how about this just send ME the check and Ill bring it to my husbands facility to apply it to his account. ******* agreed and said it was being mailed to me. Then let me know because its been canceled so many times they are going to have to take a fee. This was 6/19. This would be the 4th check they are attempting to send. Its now 7/9 and I have . NOTHING. I called in again today and spoke to a woman I think named ********? ( Could be wrong about this one. ) And she lets me know the new check amount is for $70 less then the original. Asked for a corporate number but I guess they dont have one because I was only transferred to a supervisor on the credit team after asking several times. So I speak to a woman named ***** and she lets me know it wasnt sent out until . Im sorry. they didnt process it until 6/27. So hopefully it was mailed out around 7/1/24. And the $70 fee was because they have to pay if they have to cancel and resend a check. So NOOOO I HAVE TO PAY! Because they cant get it together it comes out of MY pocket. ABSOLUTELY RIDICULOUS! $400 is not a little 50 or h3ll the extra 70 Im losing now too. Thats a good amount of money. Honestly I would deal with ANYYY OTHER company over this one. Its now 7/16/23. STILL NO CHECK.

  Business response

  07/22/2024

  Hello!  We are very sorry to hear about all the issues you have been experiencing with this order!  We've been looking in to this on our end, and as I understand it **** has reached out and spoken with you again, so I just wanted to make sure this was addressed here as well.  A new check was mailed from our NJ office on Wednesday, and it should be delivered to you soon, if it has not already.  We have also determined that we will not be charging you the previously mentioned fee.  Please contact us again if this check does not reach you.  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This order started off with a mistake on the shipping address. I noticed it right after the order was placed. I called to correct the address and was told Their system would not allow for any changes. Keep in mind the guitar sat waiting to be picked up by ***** all day and they refused to do anything. They then told me they will put in for a reroute once it ships. The guitar ships and I call ***** and they tell they never received any requests from the shipper. I place it on hold so it is not delivered to an address I don't live at in another state. I contact AMS. I am then told that the shipping manager dropped the ball and never put in the reroute request and they cant do anything now cause i placed a hold on it! So the guitar sits at the ***** facility for 5 days waiting to be returned to shipper.Once its in route back to AMS they send me another guitar to my correct address. I receive the new guitar and its cracked at the neck. I contact AMS and just go the route of returning for a refund as its been nothing but a headache at this point. I get a shipping label and send the guitar back. I wait for the tracking to show it has been received and call AMS. I am informed that they indeed to have the guitar and a refund has been initiated and no more payments will be drafted from my account. A week goes by and no refund and another charge is placed on my account.At this point i contact AMS again. I am given a anew story how they never received the first guitar back and that the tracking label shows it as still on the fed ex truck to be delivered (this is 3 weeks ago at this point). This will have to be investigated now before a refund can happen.During this whole exchange i have been treated like i am a idiot and its all my fault. Not once has anyone acted like customer service mattered. Nobody has cared one bit about helping or doing anything. The whole time I have been treated like a nuisance and that i should be lucky that they are even talking to me.

  Business response

  07/12/2024

  We're sorry to hear about the issues you've experienced with this order!  It's certainly not your fault that ***** is in possession of the guitar and has yet to return it to us, so I have processed a refund on the order.  This should reflect on your account in the next few business days.  We hope you can accept our apology at how long this situation has been drawn out, but we should have resolution on this very soon.  If you have any questions, please feel free to give us a call at ************.  We will be happy to help however we can!

• Initial Complaint

  07/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My debit card was compromised and someone purchased almost 3k worth of gear back in 2018 which went into collections On July 3 2024 one of the reps sends me an email saying they are taking over $3000 from my checking account without my consent and took my entire disability check as my card was compromised that was very unprofessional and illegal

  Business response

  07/08/2024

  Due to a match of name, address, social security number, email addresses, IP address, or any combination of, we have determined the balances are valid and legitimately collected.  The items in question were delivered to the same address used to place your most recent order.  You did authorize the transactions when you agreed to the terms and conditions of our AMS 0%Interest Payment Plan.  You agreed to have funds available at all times for any current or past due balance, and when you voluntarily added a new card that card was used to pay your past due balance.  

  Customer response

  07/08/2024

  
  Complaint: 21942173
  
  I am rejecting this response because:
  I did not receive any merchandise in **************************************************************************************************************************************************************** the past which still gives them no right to continually draft unavailable funds on a new card resulting in $2000 overdraft fees I 
  
  
  Regards,
  
  *********************

  Business response

  07/18/2024

  Per the terms and conditions of the payment plan agreement, when a new card was added to your past due account we used this to pay off the remaining balance.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Presonus mixer that went went dead in Dec 2023 and I was in contact with American Musical. they had me pay to return the dead mixer for a replacement under an extended warranty and they sent me another that unit that was DOA, I contacted them and they again sent me another mixer and that one arrived DOA as well and we did the same thing and sent me another mixer and I returned the bad one, after the third time ******* suggested that I switch to a different mixer and recommended a ****** mixer. However they said because the Presonus was purchased on a payment plan that they could not exchange the mixer that I had to purchase the ****** outright and they would refund the Presonus mixer. I did as they suggested and purchased the ****** mixer and waited for the refund of the Presonus. Well the ****** arrived and I did not like the ****** and had returned that one as well. All this time I waited for the refund of the original mixer that they told me would be refunded. during that time I went to their competitor ********** and purchased the same Presonus mixer and it arrived and worked perfectly. I have had several calls with them where they kept telling me that the refund was on its way and that it was just waiting for the credit manager to push it through. every time I call they give me name of different people that when I call back they say that they don't know anyone by the name of ***** or ***** that works there but that they would handle it and get the refund sent out. Now today I call again to see where the refund is at and the credit manager says that I would not be getting a refund and it is only a store credit. This is unacceptable because I was told that all they could do was refund my money and I had to repurchase another unit. So their team told me that I would receive a credit which is why I went out and purchased from a different merchant with the expectation that I would get my money back.

  Business response

  04/01/2024

  Hi, *****, I see that we placed an order for you with an in house credit to receive a new mixer on 3/28/2024.  It appears to have been delivered on 3/30/204.  Is there anything further we can assist you with regarding this situation?

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a microphone preamp and then chose to return it. They ignored my email until it was 45 days past the return window. Then weeks later they replied with sorry can't help you because you are beyond the 45 return window. I want to return the item and get a refund.

  Business response

  03/19/2024

  Hi, ******!  I see that we have set you up for a return on this item as of 3/16/24.  Are there any further issues we can address?  Please let me know if there is anything further we can do to assist with the return of this item!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩