They Make Their Mistake Your Problem
I ordered a Warwick bass from Musician’s Friend and received a completely different instrument—an Ibanez. I contacted customer support within five minutes of delivery to report the mistake. What followed was hours of back-and-forth with multiple agents who all refused to provide a basic solution. Instead of issuing a prepaid return or arranging a pickup for the incorrect item they sent, I was told they needed to “investigate” before they would do anything. During this time, they refused to confirm whether they would cover storage or shipping costs and would not provide any clear resolution. In other words: • They sent the wrong instrument. • They won’t take it back yet. • They won’t pay for shipping or storage. • They won’t offer a solution until their internal investigation is finished. I’m currently preparing for a move and now have to deal with a large, expensive item I never ordered because of their mistake. This is not how a major retailer should handle a simple shipping error. A prepaid return or pickup should have been issued immediately. Instead, I wasted hours trying to get someone to take responsibility. Extremely frustrating experience, and I would think twice before ordering high-value instruments from them again.