Anonymous
map-marker Tacoma, Washington

Customer Service is so unbelievably rude, it will leave you speechless

I have rented an instrument from them before, they double

checked and triple checked my card number for direct monthly withdrawals, so when I was under impression that it's all good. After two months I get note from their collection department that they need a payment and they don't want to hear anything you say, very rude and demanding. Come to find out they had my card number off by one number and that's why payment didn't go trough. You think after realizing that mistake was on their part they would give you any apology after all the harassment …. So I paid them and went to another company.. My kids play multiple instruments so rent 3 different instruments for another place for about 3 years now and NEVER had a problem.

AFTER A WHILE I DECIDED TO GIVE THEM ANOTHER CHANCE AND RENTED FOR THEM ANOTHER INSTRUMENT. AND NOW I'M DESPERATE TO TALK TO SOMEONE WHO ACTUALLY WILL DO SOMETHING ABOUT THE WAY THEY TREAT CUSTOMERS!! IT'S BEEN A MONHTS AND AGAIN I RECEIVED COLLECTION PAPER STATING THAT I DIDN'T PAY RENT ON MY INSTRUMENT ( AFTER I ASKED THEM TO DOUBLE CHECK IT KNOWING WHAT I HAD TO DEAL WITH LAST TIME) AND MY ACCOUNT WAS SEND TO THEIR COLLECTION DEPARTMENT. AND GUESS WHAT...AFTER I CALLED TO ASKED WHAT HAPPENED... YOU WOULD NOT BELIEVE HOW THEY TALKED TO YOU... I WAS TOLD THAT THEY DON'T HAVE TO EXPLAINT ANYTHING TO ME, ALL THEY NEED IS MY MONEY FOR THE PAYMENT ….

AND WHEN I STARTED TO EXLPAIN THAT IT COULD BE SAME THING THAT HAPPENED LAST ITME THEY HANG UP ON ME.

I CALLED CUSTOMER SERVICE NUMBER, THEY TOLD ME THAT THERE WAS NO SUPERVISOR AVAILABLE AT THAT TIME AND SOMEONE WILL CALL ME BACK IN 24 HOURS. TWO DAYS LATED SOMEONE CALLED STATING THEY CAN'T HELP ME BECAUSE, SHE'S FROM WRONG DEPARTMENT AND SHE WILL SEND A MESSAGE TO COLLECTION DEPARTMENT SUPERVISOR AND THEY WILL CALL ME BACK. TODAY (9 DYAS LATER) SOMEONE CALLS ME TO LET ME KNOW THAT MYIN COLLECTION AND I NEED TO PAY . SHE HAS NO KNOLEDGE OR ANY NOTES THAT I BEEN TRYING TO GET HOLD OF SOMEONE FOR LAST ALMOST TWO WEEKS. SHE OFFERED TO CONNECT ME TO SUPERVISOR BUT WE GO DISCONECTED. I CALLED BACKJUST TO BE TOLD THAT OFFICE WAS CLOSED 5 MINUTES AGO AND TO CALL TOMORROW ( WHY??? DO YOU PICK UP THE PHONE IF OFFICE IS CLOSED)

YES, I KNOW I NEED TO PAY, AND WILLING TO DO SO. BUT I JUST CAN'T BRING MYSELD UP TO READ THAT CORRECT

CARD NUMBER LOL TO

SOMEONE WHO TREAT YOU LIKE YOU'RE NOTHING.

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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

Requesting that they be audited by reporting them to DUA/DIA will activate an investigation as to how they are paying employees and violating 1099 verses a W-2. A great way to let them know they can't get away with everything and need to do clean business practices which includes, and most of all, good customer service.

Guest

I have had nothing but problems with Music & Arts. Give them my credit card for easy pay which nothing is easy about it first month of the rental they charged my card twice then called and said they didn't receive the payment second month they triple charged my card and called again and said they didn't receive a payment. Horrible customer service I wish they had a regular payment online I think it computer could do a better job than these idiots over the phone

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Anonymous
map-marker Greenwood Village, Colorado

Music and Arts, My sincere apology!

Accidentally pushed the wrong button, I’m satisfied with my daughters Instument. I am not at all a pissed customer, just happen to push wrong button.
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Karen C Dci

Bad communication, bad customer service

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On Sunday (12/2), I ordered a clarinet B flat lyre and folio for my son. Because he needs it for a parade this Saturday, I paid extra for 2 day shipping. On Wednesday, the folio came but not the lyre. This morning (Thursday), I called to find out what happened. The person I spoke to said that the lyre was still in the warehouse - it had not shipped yet. I asked if she could have it sent overnight express and she said she would have to talk to a manager to approve it and would call me back. Several hours passed with no return call, so I called again. Spoke to someone else this time who told me that the lyre was actually back ordered until December 23rd, despite the fact that my order receipt shows it as "in stock". I never would have ordered it from Music & Arts if I had known it was not in stock. I then asked to cancel the lyre order and get a refund on my 2 day shipping costs because this was not fulfilled. He told me he could cancel the lyre order but not refund the shipping costs ($9.98) because the folio did come on time. I then asked for a partial shipping cost refund, which he said he could not do. Please note that the folio is *useless* without the lyre, so I bought something I don't need and paid extra to have it shipped in two days. My son does not have what he needs for Saturday, so I have to chase around to try to find him a lyre in time. I am extremely disappointed and will not order from Music & Arts again.
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Cons:
  • Unhelpful customer service
  • False information about in stock items
Reason of review:
Poor customer service

Preferred solution: Full refund

Sergio C Zta
map-marker Mount Pleasant, Utah

Terrible customer service bad store

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*~* STAY AWAY FROM THIS STORE *~* I order a mouthpiece 2 months ago, no one knows when is gonna be in stock,hasnt being shipped, bad customer service, they lie all the time saying is gonna be ship tomorrow, we got the item on the warehouse, which is lie, they dont know what is going on in the store. WORST MUSIC STORE BAR CUSTOMER SERVICE NO ONE CARES ABOUT THE ORDER BAD COMMUNICATION *~* STAY AWAY FROM THIS STORE *~*
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Pros:
  • Price if the utem
Reason of review:
Order processing issue
Scott L Kkl
map-marker Raleigh, North Carolina

Don't plan on canceling an order

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Order placed at 7 pm last night. Called at 8 am and left a message requesting to cancel the order.

They did not call back (as promised in the voice mail). Called again at 9:30 am. After waiting for 10 minutes on hold, talked to a customer representative who stated that it had already been shipped... They open at 8:30 am.

Presumably it would have happened after this time, but they did not and would not confirm when the order was processed. Their phone center opens at 9 am. They mentioned that I could return it to a store, but the nearest store is 3 hours away.

Disappointed in this experience, but not surprised as other stores have similar policies and procedures. Seems like once it's in the system you're (fill in the expletive)ed.

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Pros:
  • Prices were good online
Cons:
  • Returns
  • Lack of any customer service
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

Melissa S Ghk
map-marker Ellicott City, Maryland

Horrible! Awful customer service!

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Our contract was sold to M&A from a local small business. We were never informed and we NEVER signed a contract with M&A. We got bills from them but didn’t know or open as we thought it was solicitation mail because we had never heard of M&A. Then we got a collection letter which they charged us $15 for! They also assigned $5/month even though when I spoke to them I made it clear we do NOT have a contract with them! After 3 days of trying to resolve it and get these extra fees removed, and dealing with horrible customer service - I demanded that I just buy the instrument to never have to deal with them again. They refused! I have to go 40 minutes out of the way to turn in this instrument and have my credits applied to a new one?! WTF?! I hate these people so much!
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1 comment
Guest

Requesting that they be audited by reporting them to DUA/DIA will activate an investigation as to how they are paying employees and violating 1099 verses a W-2. A great way to let them know they can't get away with everything and need to do clean business practices which includes, and most of all, good customer service.

Anonymous

Didn't Fix What I Wanted To Get Fixed

Music And Arts - Didn't Fix What I Wanted To Get Fixed
Music And Arts - Didn't Fix What I Wanted To Get Fixed - Image 2

My plastic Yamaha Bb Clarinet lost a portion of a tiny key cork that I wanted to get repaired. As an out-of-state college student doing research over the summer at my university, I went home for 2 weeks and brought my plastic clarinet with me to get it fixed.

The first store, I wanted to get this done had closed, so I settled on Music and Arts. Before my clarinet could get delivered back to my home after the repair, I had already left for university.

I have since gotten it back when my parents came up and visited before the start of school.

The worker at my local store gave me an estimate of under $20, for just the key cork, but I had instead paid $75.40 total to "Adjust and regulate; Replace up to 2 pads & key corks as needed; Repair bent keys." I appreciate them finding bent keys and repairing those, but the key cork that I came to them to get fixed was not fixed. I guess they determined that it wasn't necessary, but it was affecting my ability to properly play my instrument in marching band.

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Kim a Knz
map-marker Sugar Land, Texas

Awful!!

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We have a signed contract stating that the trigger trombone we rented would be $30/month. They billed us 61.70. I called and was told that the associate must have done the wrong trombone. I get it mistakes are made. However I supposedly hold a legal doc stating it will be a certain price. I was told by manager and corporate that it was too bad and I’m out of luck. A ticket will be submitted to be reviewed. They state if a mathematical mistake is made they can change it but the math was fine. The associate was wrong. So they can get out of their legal obligation but I can’t?? They wouldn’t even give me a deal for the inconvenience. You know they could have offered me that rate for a year or given me a percentage off every month. Nope! All I got was sorry
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Anonymous

Ordered Part

I Ordered a part and waiting a month. Worst customer service I ever had to deal with ever. I should have just ordered it on Amazon..2 days. My bad decision. This is why the internet is putting so many stores out of business. Thank you My .2 cents.
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Elena N Kou
map-marker Issaquah, Washington

Horrible experience with this store

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I left a saxophone there to be fixed. I rented another one. They said it'll go to Bothell and they'll call me back with estimate. They called 2 days after said over $600. A complete rip off. They could've fixed the main issues for much less. I said no thanks, I need to come pick up my instrument and take it to Sound repair where they will fix it, I bet for one third of the price. He told me that the sax is not there and won't be there until Wednesday. If I want it earlier I need to drive to Bothell. Wednesday? That was almost a week away. I asked about the manager, he is not there. He is never there, it appears, or they hide him. Then I get a message "oh it'll be here on Monday." I call on Monday (today), they say will call me when it comes. They never call. I call at 7:30 at night, ask for the manager, she says he isn't here. She just called me, like 10 minuted after I asked for the manager, told me my instrument was there. I asked when it arrived today, she said she had no idea, but it's there. But they were gonna call me. So the saga continues. Will I ever get my instrument back, so I can take it to a decent place and fix it for one third of the price this people quoted me. Never again Music and Arts. Never!
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Reason of review:
Poor customer service
Anonymous
map-marker Lancaster, Texas

Horrible Customer Service

I fell behind on a few payments and called to make arrangements. They were extremely rude and refused to take any payment. I asked to speak to supervisor they weren't available and I was told they would have them to call me back. Fast forward a couple weeks, I have a payment come out of a card i did not provide to them and a payment I did not authorize. I asked to speak to a supervisor, of course, there was not one available. The rep said once it post they will not refund the money, but if its pending they can refund. NOOOOOO ONE IS AVAILABLE AT ALL TO ISSUE A REFUND...THERE WERE NO SUPERVISORS WORKING!!! I call back on Monday with my bank on the phone. The rep was extremely rude (a different rep) she did not listen, my bank was shocked about their horrible service. I'm still fighting this issue but i will never in life recommend music and arts to anyone. Wtf
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Resolved
Manuel C Ben

Resolved: Run...

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Updated by user Aug 10, 2018

Music and Arts release the withold of the approximately 700$ on my credit. I would like to speficy that it took about one day after they, music and arts, cancelled my order. Atleast I did not have to fight to get my money back like I did in trying to get my order...

Original review Aug 09, 2018
I ordered from their website and was optimistic because their 15% discount.
I selected from their built in drop down menu P.R. And the order went in, I was charged.

I called to double check everything was ok. After two days of no shipment. I called and emailed customer service, they said my order was on fraud hold on the email. I called the number and there thay said they don’t ship to P.R.

( then why do you have it on the shipping menu?) ok. I change the address to a ny address when I spoke to the fraud department. They said everything is ok now and should recieved update informantion. Nothing No E-Mail, No calls, no shipping the next day.

I called, emailed, same story, fraud dep. When I spoke they said a different story. No we called and becaus there was no communication we cancelled your order.. ok good I don’ want to deal with this company..They Have Not Retun My Money Yet Despite No shipping No Nothing.

RUN!!! Save your self a nightmare...
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Loss:
$680
Reason of review:
Order processing issue

Preferred solution: Full refund

Jelani C

THEY ARE STEALING MONEY

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On May 18, 2018. I returned my daughter's rental trumpet back. I too threw away my folder and receipt from music & arts thinking I did not need it no longer because I returned the trumpet. I was billed for the instrument June and July. I called 1-88*-731-**** and spoke to a customer service rep letting them know that I did return my daughter's rental trumpet but I threw away my receipt. I was even on camera returning the item. She was looking into finding my receipt as she said it was at the main music & arts head quarters. I kept getting the runaround and went up to the store and they didn't bother to look for it, Nor is anyone at the 1-88*-731-**** number helping me. I'm continuing to be charged for an instrument that I no longer have to and is ruining my credit. Music & arts customer services are horrible! I will Stay away from music & arts to avoid getting your money taken from you, STAY AWAY FROM THEM!!!!!
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Anonymous
map-marker Olive Branch, Mississippi

Don't want to refund your money,not honest, overpriced

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I purchased an overpriced bench, took it back. Damian lied saying he was refunding my money, but I didn't received my money back. I called headquarters, but it still haven't been resolved. It was October 1, 2018. They keep on making excuses but not admitting that they were wrong. It is the store in Raleigh. They are purposely trying to cheat the customers.
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Shemar L
map-marker Manassas, Virginia

Great people but weird return policy

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I had gotten a very nice alto saxophone to rent. The employee gave me one of the top of the line student level saxophones you could rent.

Everything literally looked brand new and I took it home that night. Played it a few times then decided I wanted a soprano saxophone. I took it back to the manassas Virginia location and since it was under 24 hrs I got my money back which was awesome..... but there’s always a catch.

The money didn’t go right back to my card, The guy working the counter said I would receive a check in the mail for 70 rental fee.

I’m literally so confused. If I didn’t pay with a check, shouldn’t you just refund me the money on the card?

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