Buyer Beware! - Musiciansfriend.com

[Humbled]

When I returned a Jazz V on my dime, I got a full product-cost refund from MF. They did not deduct for transit to me. Could be a variable policy I suppose.

 

[Neuroman]

So in the course of one week, the OP has had serious CS issues with not one but two major online retailers of musical instruments, both of which are generally known for having outstanding customer service.

Maybe it's time for the OP to just start buying things in person.

Wow. Really?

No "serious CS issues" on this one. In fact, it has nothing to do with CS at all. Just surprised by the fine print twice in row by same retailer. Thought it might be helpful to know.

Perhaps TBers don't want this type of info.

 

[Febs]

Hello fellow TBers.

I am posting to share info and experiences with recent purchases on Musiciansfriend.com so that you can be more aware than I was when I made the purchases.

In short, you need to read the fine print on ALL Musicians Friend promotions. They have established a pattern of making it sound like one thing when in reality it is really something different. They justify their practices by saying everything is fully disclosed in their T's and C's.

Couple of recent examples:

1) They currently have a "Customer Satisfaction Guarantee" whereby the customer receives a "FULL REFUND" if returned in like condition within the specified time frame.

Here is what they advertise: "If you’re not satisfied, neither are we. If for any reason you’re not completely satisfied with your purchase of a new item, simply return it in its original condition within 45 days of purchase (see exceptions below) and we’ll give you a full refund. It’s that simple."

Apparently it is not. In truth, it is virtually impossible to receive a FULL refund under this policy. You will out of pocket the initial shipping charges to get the product to you no matter what the condition and no matter whom paid for it. They will deduct it from any refund granted if it was "free" and it will NOT be refunded if you paid it. That is NOT a FULL refund but a NET refund. You will pay for shipping BOTH ways regardless of what the circumstance. You have to get to the very last line in the full terms and conditions to find this out.

Actually, the provision regarding refund of shipping charges is not in the "very last line in the full terms and conditions." It is in the same paragraph of the Link Removed as the sentences you quoted:

New Gear: If you’re not satisfied, neither are we. If for any reason you’re not completely satisfied with your purchase of a new item, simply return it in its original condition within 45 days of purchase (see exceptions below) and we’ll give you a full refund. It’s that simple. Returned items must be in original, brand-new condition, showing no signs of wear or use such as belt-buckle or pick scratches, scuffs, dings or scrapes on the instrument or collateral materials. Items must also include all original packaging, manuals, warrantees and accessories or your return may be subject to a return handling charge. See detailed return handling charges here. Your refund will be promptly processed upon successful evaluation of your returned item from our trained category professionals. Refunds are made for product value only, excluding shipping and handling charges. If you received Free Shipping on your order, the value of the uncharged shipping cost will be deducted from your refund.

(Emphasis is mine.) I don't see how this is in any way deceptive.

 

[Joe Louvar]

Thanks OP.

Yep, we always should/need to read all the fine print.

FWIW: For the record - personally, I've never had any problems or complaints returning products with/to MF.

 

[CaseyP_MF]

Hello fellow TBers.

I am posting to share info and experiences with recent purchases on Musiciansfriend.com so that you can be more aware than I was when I made the purchases.

In short, you need to read the fine print on ALL Musicians Friend promotions. They have established a pattern of making it sound like one thing when in reality it is really something different. They justify their practices by saying everything is fully disclosed in their T's and C's.

Couple of recent examples:

1) They currently have a "Customer Satisfaction Guarantee" whereby the customer receives a "FULL REFUND" if returned in like condition within the specified time frame.

Here is what they advertise: "If you’re not satisfied, neither are we. If for any reason you’re not completely satisfied with your purchase of a new item, simply return it in its original condition within 45 days of purchase (see exceptions below) and we’ll give you a full refund. It’s that simple."

Apparently it is not. In truth, it is virtually impossible to receive a FULL refund under this policy. You will out of pocket the initial shipping charges to get the product to you no matter what the condition and no matter whom paid for it. They will deduct it from any refund granted if it was "free" and it will NOT be refunded if you paid it. That is NOT a FULL refund but a NET refund. You will pay for shipping BOTH ways regardless of what the circumstance. You have to get to the very last line in the full terms and conditions to find this out.

2) They recently ran a "pick your match" price matching guarantee whereby you could pick what type of price match you wanted. One option was a gift certificate for 50% of the difference sent after the 45 day return period ends. The catch - there is a $50 cap. I couldn't find this cap anywhere when I went through the options and I studied the options page pretty carefully. The sales rep happily let me pick this option even though it was giving me a substantially smaller benefit. They subsequently terminated the promotion and took down all of the information from their site. They assure me that it was included somewhere in the detailed Terms and Conditions covering their price matching policy.

Here is the point - whether or not you agree with the details of the policies, just beware that Musicians Friend is now a Company for which you DO NEED TO READ THE DETAILED FINE PRINT in their detailed TERMS and CONDITIONS elsewhere on the site in order to find out the truth. They have no problem with splashing great sounding promotions all over the site that are flat out misleading.

Just a heads up for you all while heading into our Holiday Shopping.

Neuroman,

I apologize for any issues that you have experienced with Musician's Friend. Would you be willing to send your order information to [email protected]? I would happily look into refunding what I can to make up for the issue, and forwarding the complaint to our management.

Sincerely,
Casey P

 

[Neuroman]

Neuroman,

I apologize for any issues that you have experienced with Musician's Friend. Would you be willing to send your order information to [email protected]? I would happily look into refunding what I can to make up for the issue, and forwarding the complaint to our management.

Sincerely,
Casey P

Already notified management and I appreciate your offer. I am not looking for a specific refund. Like I told whom I corresponded with, just a bit more transparency regarding limitations on promotions going forward. It looks like the website has changed for the new holiday promotions anyway.

Like I said above, customer service is always great once you get a live person. You just need to read the fine print on the stuff that comes out promotion wise on the website. Like I said in my initial post, the customer service rep helping me choose the "pick your match" obviously didn't even know about the limitation. He let me pick something which made no sense for my particular transaction because we obviously both missed it based upon what was coming up for us reviewing the page on the web site.

This offer by Casey P is another example of good Musicians Friend customer service jumping in to take care of a very avoidable problem.

All I am saying is READ THE T's & C's to the end on all promotions to make sure you understand exactly what is and isn't in the deal so you are not surprised. For those of you whom this is completely obvious and redundant - good for you! I am not typically so diligent to actually read T's and C's when I buy stuff online.

Happy Shopping!

 

[Dmwphoto]

well stated and you are right. glad all is well again.

 

[Neuroman]

Actually, the provision regarding refund of shipping charges is not in the "very last line in the full terms and conditions." It is in the same paragraph of the Link Removed as the sentences you quoted:

New Gear: If you’re not satisfied, neither are we. If for any reason you’re not completely satisfied with your purchase of a new item, simply return it in its original condition within 45 days of purchase (see exceptions below) and we’ll give you a full refund. It’s that simple. Returned items must be in original, brand-new condition, showing no signs of wear or use such as belt-buckle or pick scratches, scuffs, dings or scrapes on the instrument or collateral materials. Items must also include all original packaging, manuals, warrantees and accessories or your return may be subject to a return handling charge. See detailed return handling charges here. Your refund will be promptly processed upon successful evaluation of your returned item from our trained category professionals. Refunds are made for product value only, excluding shipping and handling charges. If you received Free Shipping on your order, the value of the uncharged shipping cost will be deducted from your refund.

(Emphasis is mine.) I don't see how this is in any way deceptive.

Those are the detailed terms and conditions. You clearly are not getting this. But, thank you for posting them. You didn't seem to like my advice on your "Am I Getting Screwed" thread either. I am wondering if I should be taking this personally.

 

[OmNomNom]

I am the warehouse manager at my company so I just send stuff back on our account instead of MFs so it doesn't get billed. Maybe I should do that "new bass at every gig" thing another poster mentioned!