Complaint Review: Musician's Friend - 123Music

On 7/14 my husband ordered a DJ Mixer through Musician's Friend. On 7/18 he was informed by UPS that the item was allegedly delivered on 7/16. On 7/21 I contacted Musician's Friend to find out what was going on with the pkg and was told that it was showing as delivered. I informed them that I had not received the pkg. They said that I had to wait 8 days for them to have a tracer PUT on the pkg. I called UPS myself and advised them that the item was delivered to the absolute wrong address. First, the pkg was delivered to Kingston, PA, not Larksville, PA. Secondly, it was left on a FRONT PORCH and I don't have a front porch as I live on the second floor.

That weekend my neighbor downstairs came asking if we received her pkg. I think the regular driver must have been on vacation and a sub was doing his route because both of our pkgs were lost on the same week.

Well, I informed UPS who then had an investigator call me. He claimed that he would have the driver retrieve the pkg and then they would hold it at the center so that I could pick it up. I was told this twice by two different UPS investigators two different days in a row.

So I don't get a call from UPS. I contact MF about 3x that same week. They never call or email you because "they don't do that until their investigation is finalized", was what a Sydney (rep) told me. I have spoken to several reps, my husband has spoken to two of them in Spanish and I must say they are quite snide and obnoxious. So, Sydney tells me that they initiated a tracer on the 7/19 and they will initiate a refund in 8 days if I have still not received the pkg.

So I was upset and I explained to Sydney in a calm voice that I will expect to hear from them in 8 days or I will initiate a chargeback. I then called back about 5 days later to find out what the status of the tracer was. I was told that it takes about 9 days for the tracer to be completed and then within 5 business days I will receive a refund.

So I call today, 8/1, figuring I would give them an extra day to have all their notes together in the system as to what needs to be done. I spoke with an Ellen and advise her of what I was told. She claims that she was informed by her "boss" after placing me on hold and confirming with him what the procedure was, that it usually takes 10 business days for the investigation to be completed and then a refund would be initiated. She herself counts how many days have passed and sees that it has been more than 10 days. Places me on hold to talk to her "boss" who tells her until UPS is done with their investigation they will not send a refund.

I am POd by now so I explain to Ellen to let her "boss" know that I am going to request a chargeback, contact my attorney general and the BBB. She again reiterates that it is their policy to wait until UPS finalizes their investigation before initiating a refund. I inform her that this is not my problem, I was told in 8-9-now 10 business days I would know what they were going to do, so now I'm taking it elsewhere.

I went to PAYPAL, opened a claim against them, but PAYPAL cannot guarantee a refund. I am contacting the BBB and my attorney general. I am going to find any consumer advocacy group that I can possibly contact and informing them of this company's lack of resolution.

Ivoros
Larksville, Pennsylvania
U.S.A.