IT IS As seems to be a recurring practice of Bait and Switch over at Music123.com. I have gone thru this before with them. The first time I bought " the recommended" upgrade, unaware of the practice. The second time I thought I was set up the item was not there but they came back with " store credit" but got my refund and/or bought something else eventually. The Third time 6/5 was a charm, I phoned them and recognised the witty reparte' of the customer service representative script, and had a de ja vu all over again; Their complaint process is attached, details included,
Customer By Web Form - 06/12 08:16 AM
RE;o13141659
Hello!
I was shopping for a guitar in your clearance. I found a Gibson J 165 ec on sale for $300 and purchased it. When I received my Tracking Number, I saw that the item being sent was not the Guitar on my receipt, however closer inspection showed the SKU was identical. I phoned Customer service and was informed that they didn't know how this happened and the manger concurred. He said they did not have the guitar advertised in the system but for $2300. More would send me the one I ordered. I told him no I don't have that kind of cash, and reminded them that Music 123 tried to do this to me a coupla years ago with a electric fender guitar. I waited forever while they checked the system, then came back and said I could return the DRUM PEDAL they sent. YOu don't have the guitar I ordered and
you are sending me a DRUM PEDAL!!??
They intercepted the Drum Pedal from UPS before it was delivered and waited until 6/12 to give me a partial refund, sticking me with the UPS charges. If it was the first time, I would forgive and give Music 123 a second chance.
I want you to send me the new guitar I bought at the price I paid or I will tell this story live and on the internet to any and everyone of the Music 123 potential customers. My review and editorial will put a stop to the culture of retail you are participating in.in this age of accountability, you had better conduct your business ethically.in this economy I do not think you can afford to do otherwise. Yesterday a pal just bought a new Martin HD 28, I sent him to Elderly. That was your 2400 sale, lost to you for the service you have given me. I am retired with a computer, you screwed the wrong guy. It would not be so bad buyt I was promised FULL REFUND and future discount.instead I was bait and switched at a financial loss. I'm really AM too old for this treatment.
~m
From: Music 123 Customer Service
Sent: Sunday, June 12 10:32 AM
Subject: purchase, return, guarantee? [Incident: 110612-000103]
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Reply from Customer service, my reponse in text bold
Subject
Purchase, return, guarantee?
Discussion Thread
Response Via Email (Chris) - 06/12 10:32 AM
Hello,
I apologize for the listing mistake on our part, Then make good on it I understand you are frustrated because of this confusion and we will do everything we can on our end to rectify the mistake. Like sending me the guitar you advertised or full refund? I see we've set up a return for the item and I assure you will be refunded in full once the item that was sent out is returned to our warehouse. You have had it since friday, I have the ups tracking! If you have any questions about that return process please feel free to give us a call.
More reply
I do wish there was a way we could get you that guitar at that price, but it just isn't feasible as it is over $2,000.00 normally. But that is the sale you advertised We would be happy to give you a deal on your next purchase with us or even give you some in-house credit for your troubles. Bait and switch Please give us a call at 888 566 6123 to talk to a representative and they should be able to take care of that for you.
We appreciate you choosing Music123.
We are dedicated to your satisfaction with this and every purchase from us. REALLY?
Please feel free to contact us if you have any other questions or concerns, Why do you continue to sell merchandise you don't have and switch the customer over as if it is a favor? Or if you are not completely satisfied with the service you have received from us today. We appreciate your feedback.
Have a great day!
Http://www.music123.com/
888-566-6123
Auto-Response - 06/12 08:16 AM
REPLY FROM MIKE
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