Music Store

3.3 / 5

Music Store

3.3 Average
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3.3 / 5

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Musicstore.de Review

Fachhandel und Versand fr Musikinstrumente Zubehr Finde jetzt das passende Equipment fr Dich und Deine Band

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Last update: Wed, Mar 9, 2022 3:14 AM

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Musicstore.de Reviews & Complaints (28)

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delivery 3.3 /5

price 4 /5

quality 3 /5

customer service 3 /5

on-time

I ordered 2 guitars, 2 respective case/gigbag and a couple of cleaning products and strings. This was on 16th April 2020. For all this purchase 2 packages was expedited to DHL. One arrived at my home in Portugal on time. The other one - containing most of the objects - is still lost! DHL (both PT and DE) tell me that Music Store only processed the electronic registry but no object arrived to them. Music Store, in 7 days, has told me a bunch of different things: 1) this happens and we're working on it; 2) the package is in DHL and they are processing it and will be shipped in two days; 3) we don't know where is it, and we're investigating; 4) we found it and we're shipping it in two days. I spent a lot of money calling to Germany and a lot of time sending emails... the only thing I got until today was different versions of one or more of the 4 responses above. I also asked when should I request my money back and the answer was: we are processing your refund (for days…) The refund came only after 7 days hard pressure (by mail and telephone - It should be immediate) nor I expected this from renowned instrument store, nor a Germain one…
1

3 years ago

review by João Moscão

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Bought a guitar, my dream guitar, paid in time and form, they shipped it... I was counting the days to play my guitar.... THEN suddenly they put it back to their store and didnt even gave me an explanation until this day. Just like that. I was left in a terrible and confused vibe. Very dissapointed :( :( :(
2

3 years ago

review by Dissapointed Woman

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

If you want really slow shipping (from Europe, not the UK) and an onerous return policy, these are the guys for you. Telephone service is a bit gruff and they seem understaffed. I'm not using them again even if it costs slightly more.
1

3 years ago

review by Paul Kelly

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Very very bad service, I will never order nothing from MUSIC STORE UNprofessional GmbH it was my the first time and my last time, they send me the wrong product and I had to pay at my own expense to have it returned, they are so unprofessional and thieves that they refuse to refund my sending cost, all they keep telling me is that they sent me a return (no cost label form) to return the product and to check in my junk mail, nonsense until today I haven’t seen it I search every way in my email, what they send me was a return form with the instruction to return their product with their address but no (no cost label form).

In the past I always ordered by THOMMAN and never once had any issues although once they send me a product that was faulty but there customer service was perfect not negative like MUSIC STORE UNprofessional GmbH
1

3 years ago

review by Luidgy

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Have spent many thousands of pounds with DV247 over the last ten years. My most recent experience has meant that I will never shop with them again.

I returned a Nord Stage 2 keyboard for repair under warranty. After being assured that repair would take around six weeks, I eventually received the instrument six months later. After a quick testing, it became apparent that the fault was still present and no repair had taken place. Furthermore, during this time I had received awful communication from the company - failing to reply to multiple emails, answer phone calls, or pass on messages.

I then returned the keyboard a second time, stating the urgency of repair, and was assured it would be fast tracked and should be returned within two to three weeks. Another six months passed. I am still waiting for return of the instrument, though am told it is at the Essex store and will be returned imminently.


Again, during this time customer service has been awful. Same story - terrible to non-existent communication. Furthermore, the store manager (with whom I had been communicating after losing all faith / patience with the Returns department) had promised substantial compensation - in the hundreds of pounds - for the ordeal we had been through. He then left his position midway through the complaints procedure, without giving any notification of this.

The new store manager - Mark Griffiths - claims that no record had been made of conversations with his predecessor and that he cannot therefore honour the compensation that had been promised. He has offered £50 store credit - a far lower sum than that originally promised, and a figure that doesn't even begin to make up for the countless hours spent chasing the company, the inconvenience of being without an instrument used for professional work for a whole year, and the actual cost of borrowing or renting instruments in the interim period. Not to mention that I have no desire to spend any further money - store credit or otherwise - with the company.

I have requested to speak to a senior colleague in order to further the complaint. Mark's response was that he could put me in touch with the team in Germany, but that the likely outcome would be that they would simply refer me back to his team in Essex.

Absolutely appalled at this complete disregard for customer service, appalling communication, and broken returns procedure.


Avoid at all costs.
2

3 years ago

review by HJD

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

A well oiled machine
first of all ,ive had 11 guitars in 2 years from various "box shifters"..all have had major work needed to make them play,and some have been a worthless trip into misery town,even from people that promise "meticulous"set ups etc.total rubbish.all were uk stores.Musicstore however were flawless.the guitar is perfectly set up,and had to be before id write this,plays like butter.brilliant,i'm over the moon,i have been playing for 48 years and also know a fair bit about set ups,fret levelling etc,and this guitar needs nothing.marvelous.the delivery was flawless too,and i was notified every step.take a bow people at musicstore,here you have 5 stars from a fussy customer in uk.
5

3 years ago

review by bertayoing

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

No news for 2 weeks, no answer to emails, no answers to phone calls, no call back for an almost 3k€ order.

That's not the usual service from them, and I see lots of people are currently in that exact same situation.

Least they could do is keep customers informed.

Won't buy from them again.
2

3 years ago

review by Thomas

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Ordered a TD-3 over four months ago. Still haven't received it. It was pre-order though and it was supposed to be sent out on 15.02. Never got any updates on this and even after sending bunch of emails I never got a response about my order
1

3 years ago

review by Pyry Ahlfors

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Bought a guitar starter pack, almost £300 which you would think would come from their Romford store as its shown in stock, but its sent from Germany, not an issue arrived in time but includes European connection for the amp, mall issue but not what I ordered, I have sent 4 emails, 2 sent to German company and 2 sent to DV247 even after chat online, who just say send an email first email mid April and not an acknowledgement, nothing, it appears from the many reviews there is no such thing as customer service with this company, recommend Andertons for next purchase.
2

3 years ago

review by George Pyper

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I bought a DJ controller, and the manufacturer's supplied instructions on how to set it all up were beyond inadequate.

That's obviously something beyond DV247's control.... but when I rang up and spoke to them they couldn't have been more helpful or patient, and got me sorted out. Result: one happy customer!
4

3 years ago

review by Russell Deeks

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

I ordered today and what I would like to review today is the guys handling the calls.
The guy to which I spoke today was so freaking nice, it was probably the best customer support I ever called. Explained everything, and you could feel he really had passion for music.
Definitely recommend.
5

3 years ago

review by Monica

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

after 5 days I made the payment for my purchase, the support has no clue regarding my order. look somewhere else. is impossible to get in contact with. don't waste your time!!! at least make sure to purchase through PayPal as this guarantee you not lose your money
1

3 years ago

review by LU

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

It's been two weeks and my order has not arrived! Website said it will take two days. While I do know there's coronavirus going on, a different store , also in Germany, was able to delivery me my order in 2 days. I returned it, and I made a refund, all in less than two weeks. This is with Thomann and they did everything very well.

But with Music Store, no one is giving a concrete answer when it will arrive. At one point they told me it's with DPD. I asked DPD and they said they don't have that package. No one knew where it was! I was asking for a refund but was told I should return the product. But the product is not arriving at all! I am really getting disheartened. I did not expect this kind of service from a German store.

It's very difficult to get a reply from them as well and it's all very confusing.
2

3 years ago

review by Victoria

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I have been a customer with dv247 for 20 years but since music store took over its went down hill. Its hit or miss if they send you a uk power supply or a euro one. Recently i had to return a faulty item and after that experience that was the final nail in the coffin. Never again.

So i sent the faulty item back and requested a replacement, i then recieved an email saying my returned has been credited to my account. My first thought was it was out of stock.

DV247 - The balance is not displayed in your online account. It is stored on your customer account in our merchandise management system.
If you would like to use store credit in our online shop, please leave a note in the comment field at the end. If you would like to or can pay only part of your order with store credit, please choose your preferred payment method

so i bought a replacement from a different shop and put in a new order for other items. I left a comment to use all my store credit and pay the rest with my card.

DV247 - As requested, we will charge your credit card for the total amount of 642 GBP.

me - Hi, i did not request that you charged my credit card the total amount, store credit of £305.00 was to be used to pay part of it and the rest was to be charge on my card.

DV247 - Hi, we've just reserved the amount on your credit card. So everything is fine at the moment. Do you want to cancel the other order placed on the 21st May? Then we will proceed with the new one.

me - Hi, i originally asked for a replacement for the faulty erica synths sample drum i sent back (am guessing that is what the other order placed on the 21st of may is?) but you guys sent an email telling me i was getting store credit instead.......Just go with the new order and cancel the replacement thanks

DV247- Alright. In this case we will try to release both orders from you. The replacement order using our store credit and the other one you placed today.

me - No, CANCEL THE REPLACEMENT! use the store credit to pay £305.00 of the new order and the pay the rest with my card like i have said for the third time now. THANK YOU

DV247 - Unfurtunately we finished your order already.

long story short they offered me my money back if i sent it back but thus far they have refused to send me a return label to ship it from the uk to germany, despite it being their fault. They could have easily contacted dhl to recall the pakage (a service they provide).

People are surprised by the negative reviews - just wait till something goes wrong, then you will realize why. Dealing with them is frustrating.

Sadly my 20 years of being a customer has come to an end, you guys know how to drive customers away.
2

3 years ago

review by Mr Syme

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

It's been 14 days since I placed my order and i've had no update whatsoever other than the the order confirmation email. This is despite the company stating that my order should take arrive after 4 working days to the UK.

Here's an Idea misicstore, if your unable to deliver due to the global pandemic or your have delays with your couriers, simply let us know so we can be informed. It will save you a lot of aggro and is much better than sticking your head in the ground and staying quiet.

Howabout at the very least inform us of any delivery delays? In the extreme remove your add to bag button? Or hide the affected products / checkout until your able to fulfil orders effectivly? Just an idea.

Treat this company like you would your parents during this pandemic and keep them at arms length until you have the green light to interact with them in future or AVOID them all together.
1

3 years ago

review by Jason

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I ordered a Pioneer RMX-1000 from Musicstore, first of all the shipment was delayed 5 days instead of 2-3 days as promised on the website. Secondly the item arrived broken - it just didn't start. After contacting customer support with the video of not working device asking for a replacement they told me the only option I have if I want to replace ASAP (in another 5 days instead of 14) is to purchase a new one, which I did.
After that, started the problems with returning the previous broken order. They sent a shipping label but whoops, all the post offices here in Spain are closed and will be closed for about 3-4 weeks at least due to quarantine. I asked for a shipping label with pickup as the shipping label they gave me can't be used for 3-4 weeks but I was sent off and finally all my e-mails started to be ignored. So I ended up with a broken device and with NO money.
I give 2 stars, because there I still received the second device and it works.
2

3 years ago

review by Alexander M

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Ordered on it on Monday, it came the next Monday. Suprised by all the reviews here. Maybe I was lucky the items I ordered were in stock.
5

3 years ago

review by Tom

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Awful customer service, I orderd an item on the 22nd of April, due to it being the wrong size I didn't even open it, sent it back within the returns time permitted, It was received on the 15th of May its now the 7th of June and no refund, not even any contact to say they have it. I called them on three separate occasions and each time they said they will get back to me, I'm still waiting on a call back. You do not have to reply telling me you are sorry about my experience and to email you as I have already done that on the 21st of May still no reply. I will put in a claim through PayPal and never visit your website again. Good day.
2

3 years ago

review by Shaun

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Bought a Duesenberg Les Trem from them on 03 March recieved it on the 6 March I recommend this store.
5

3 years ago

review by Christopher Evans

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Friend ordered on 18th April. Dj controller, speaker stands, laptop and controller stand and a sound lead. Said 4/5 days for delivery. 1 week later asks for delivery address. Next day asks again. 4/5 days delivery promised. 4 days later told that an item is out of stock so will have to wait at least 1 week for it to come back in stock. Decide to cancel that item. End up having to pay extra even though he was getting less, this was Monday at 12pm. Now Wednesday 20:00, no confirmation e-mail, no tracking number. Looks like it’s going to be 1 month at least before items have been received after payment. No explanation, nothing.

All phone lines are also engaged, can’t get through to anyone to see about an update as the order, now Friday and 20 days in since placing it, has not arrived and no communication as to when or even if it’s been despatched.
2

3 years ago

review by AP

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Musicstore.de Review

Fachhandel und Versand fr Musikinstrumente Zubehr Finde jetzt das passende Equipment fr Dich und Deine Band

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