I have to start by saying that Musician's Friend has not taken any money from me unfairly.in fact, once you reach someone at a level above "order taker", they have been very helpful and fair in resolving problems. And the problems I have had are with telephone orders, not necessarily internet.
My problem with MF is that they have cost me in time, which you can never recover. The latest problem was the icing on the cake as far as reporting on usacomplaints.com goes.
I ordered two inexpensive guitars, one for a friend and one for me, to use in a small band of military personnel overseas. I made a phone order because I wanted to ask some questions about the product. A young lady took my order, and that was that. I thought. I had made previous phone orders from this location without a hitch, but the young lady had mistakenly used my shipping address for the billing address. The order was held up in the "verification dept.". I never received an e-mail informing me of this problem, and I waited five days before checking the shipping status. I called customer service, and a very nice young man told me what had happened, apologized, and said that the problem was now resolved.
When I saw that another order I made separately with MF had processed and was shipped (three days after the other problem was "fixed") I decided to check shipping status of the other order again. It had not shipped. It was STILL awaiting verification. The nice young man had placed a note in my file about the problem, hoping that the verification fairy would whisk it over to the cheerful verification elves for... Verification. He had done nothing to make it happen.
The nice young man I talked with today said that he had fixed the problem. He also apologized. He also advised that I should check back soon just to make sure. I welcomed his advice, but at this point it was redundant.By the time I get the items ordered, it will have cost almost a month in wait time. You can be sure I'll be checking back.
The bottom line is that while Musician's Friend is not a bad company or even one to be avoided, they do not properly train employees who take orders over the phone and they obviously do not have good checklists for the people who take the orders. They must have trouble getting people who know/care what they are doing.
If this was the only time this happened with MF, I wouldn't be writing this. However, it is actually the third time. If I thought contacting them would do any good, I would do that but I figure they would just shrug and say "Whatcha gonna do?"
Mr. Rhythm
APO
Djibouti
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