Music123's customer service isn't what it used to be.

[Stuxnet]

I dropped a couple grand there about 3 years ago, and was 110% satisfied. They were responsive, helpful, and efficient. It seems these days that they're anything but.

I just wanted to voice my frustrations with the ordering process. I placed my order (XXXXXXX for $1,720.10) on Friday, October 20th. During the ordering process I was told that I would receive a notification if there was any problem with my order, billing, etc.

I understand that a flag is raised when the shipping address differs from the billing address, and I have no issue with that. My shipping and billing addresses are different because I typically ship merchandise to my work address. However, I never received any notification from Music123 that there was a problem. My order status immediately went to Pending Verification when I placed my order and I assumed everything was okay. I also assumed that if there was a problem, I'd be contacted by Music123.

I logged in to check the order status on Monday, October 23rd and noticed it still said Pending Verification. I called to inquire and was informed - rather rudely - that it was because my addresses differed from one another. The customer service representative then demanded to know why the addresses were different. I informed her that it was because I was shipping it to my work address. She responded with "Okay thanks" and terminated the conversation. While I wasn't left with the warmest feeling from the conversation I had, I assumed that the issue had been cleared up and that my order would ship.

I logged in again this morning to check the order status only to find that it was STILL pending verification and STILL had yet to ship. So I called up again and when I started explaining the situation for the second time, I was disconnected. I don't know if it was a problem on my end or not, but I called right back and explained the situation for a third time. The customer service representative needed the same questions answered that I answered on Monday; apparently they were not entered into the system the first time. After answering these questions again, I asked to confirm that my order would ship today. I was told that the status would not be updated until this afternoon and that my order would likely ship tomorrow.

I don't think it should this long to ship an order. I realize that I placed my order in the afternoon on Friday, but had Music123 taken a proactive approach to clearing up any verification questions they may have had AND updated the system when those questions were answered, this would have been much easier. One reason consumers shop via the Internet is because of convenience. Music123 has great prices and great selection, but honestly, I'd narrow my choices a bit and pay a little more if that meant more convenience.

I want to state this in the least threatening manner possible; I'm saying it only in the hopes that my order will be expedited through whatever remaining processes there are and that it will be shipped today. However, if my order does not ship today I will have little choice but to cancel the purchase and shop elsewhere.

 

[Stuxnet]

UPDATE

Well, I just got a call from Music123. They asked the same freaking verification questions AGAIN, but at least they said it would ship out today.

 

[CptObvious]

I'm not a big fan of Music123's customer service. A couple times I tried to return items, they tried to deduct the cost of shipping the items to me, even though shipping was free. One time they sent me a guitar advertised as having only cosmetic flaws (b-stock) but it came with cracks going through the wood, and they would not pay for return shipping until I argued with 3 different people.

 

[mrrman]

never had a problem with them but didnt spend that much $$ there either...bought all my guitars from eBay and worked out great and got better deals than 123

 

[Stuxnet]

Originally posted by: CptObvious
I'm not a big fan of Music123's customer service. A couple times I tried to return items, they tried to deduct the cost of shipping the items to me, even though shipping was free. One time they sent me a guitar advertised as having only cosmetic flaws (b-stock) but it came with cracks going through the wood, and they would not pay for return shipping until I argued with 3 different people.

Wow... not good at all.

I dealt with them back in '03 and had to return and exchange a number of items. They were great throughout the whole process. Times appear to have changed, however.

It's funny that it was easier to return over $3000 worth of merchandise back then than it is to place a $1700 order now.

At least the status now reads "Valid Order".

About fscking time.

 

[ZOOYUKA]

Just curious. What goodies are you getting?

 

[HeroOfPellinor]

I order most of these kinds of things from zzounds.

 

[Stuxnet]

Originally posted by: ZOOYUKA
Just curious. What goodies are you getting?

Yamaha Xeno 8335RG Trumpet