We were shopping for a middle schooler off a list provided by the school. Typical clueless suburban parents. I have read previous reviews about this place and as I walked in I was expected rude, disinterested staff. We still decided on this place because of the convenient location, fully expecting to probably walk out in a huff. A lady in bright red spotted us, gently pried the list from our nervous fingers and proceeded to hunt down every single item on the list. The one thing they didn't have - she ordered for us. We got a phone call they day it was in stock and we went and picked it up. I am really bad with names, otherwise I would have mentioned this staff person by name. As long as they M&A retains her, they will have our business for sure. read more

Prior to Christmas, there was a special for a gift card that was four lessons for $100. I called to inquire about when teachers for guitar and piano were and if they were there the same day so I could schedule lessons for my son and I the same day. They say, oh yes, that's not a problem. I also asked if we couldn't get to the Frisco location, could we move the lessons to Lewisville. They said yes. You cannot break the gift card lessons for different teachers though. I decided to buy the cards since my son was interested. I called to order the gift cards and they said I had to come in. I ignored this red flag and went to the store even though I live an hour away. After I knew our schedules after Christmas, I called to set up our lessons together. I thought this would be easy but it was anything but. I asked if we could book out certain dates and they were adamant that you had to have the same time each week. I said that was impossible for us for many reasons. I asked to book out the four lessons, which supposedly they did, however, then they said, we give a free lesson and then after that you will have those time slots available. Long story short, I went to my "free" lesson on a different day than my son because there were no times together. Then I went to schedule my lessons and the times were not available. Before I move on, I also have to note that when booking these lessons, they require a credit card. I asked why they needed a credit card since I have a gift card and we weren't planning on continuing lessons. They said it was the only way they could schedule the lessons. I left the store and got a text from my credit card company saying that they charged me $95. I immediately called and they said, oh we are so sorry, you should expect a refund next week. I went in for a lesson for my son and asked for them to refund me and they said it should be in the account soon. After 4, 5, 6, and 7 days I checked my credit card and there was no refund. Then I called again and they said that I had to come in to get this refund. I began classes and the teacher asked where my book was. I was never told that I had to buy a book. This is a minor detail but after all of the above, I was already frustrated. Then we had to deal with my son's lessons. I called and asked when the teacher was available. I said great, let's sign my son up. My son had the gift card and credit card at home so I asked him to call to get it set up. My son calls and the associate said that he couldn't set him up over the phone and he needed to come in. I was beyond livid at this point. I call them back and unfortunately had to be a major Karen. He asked why my son was asking to do two sessions at one time. I said that it really wasn't his business but I said that we live far so if we could do two sessions at a time, it would help. I then said that my son would call back and that I would like him to be able to schedule his appointments. I had tried for weeks to get us appointments together but their guitar teacher was only available on Saturdays, which my son was not available for now. I asked them to move me to Lewisville where they had more times and after a day, I got the OK that we could go to Lewisville. I am not sure if this has only happened to me but I can't tell you how much time and effort I spent to get these lessons and deal with this office. I work and have a million things I handle daily and this was anything but easy. Something fun turned into a pain in my *ss with all of the dumb rules. I know the associates are just doing as they are trained so it's not their fault. But I am not sure why they put so many barriers on this hobby. I have used them in the past to rent an instrument and they were fine. But this was a horrible experience and I would never, ever recommend them to anyone. I ended up cancelling my last two lessons and ate the cost because I just don't ever want to walk into that store again. read more

Customer service was terrible. Was completely ignored despite the store being pretty much empty

Absolutely deplorable service. I went in here early August 15 and paid $56 for my daughter to have 2 classes. I specifically mentioned it was for 2. Fast forward to today, 9/15 (havent not attended any classes after the 2) i get charged $125 and they said i sign up for monthly subscription. I did not do that. I was told it was up to me to call and cancel. I got charged today. Why would you charge me today, same day i called you to tell ypu mu daughter never attended any of your services. The person i spoke to was nonchallant and completely didnt care. I expect a refund. I did not use your service. I recommend people be careful before signing up. This is appalling and a bait and switch. This is not how business should be conducted. read more

We bring our daughter all the way from Allen for violin lessons with Ralph and this is the best music and arts we really like it here . We will keep coming here they are more friendly here read more

My wife came home to tell me some man who works there named Anthony kept flirting with her. I know his name because he wouldn't let my wife forget it when she just needed to look at books while this man continued to make advances towards her! I don't care if he does this while off work at a bar with single women, but if he's working, he should learn to keep himself under control and not flirt with customers, especially married women! My wife and I will never come to this store again! This employee must be new because the young men who have worked there for almost or over a year never gave my wife trouble. This company needs to reevaluate who they've hired. read more

Wow is this place bad... Went in and stood by counter to buy a violin. Was one customer ahead of me. Two employees. Employee 1 working with customer at counter. Employee 2 doing nothing. Customer left. Employee 1 gets on phone with caller. Employee 2 gets on phone with caller for about 60 seconds, answers a question and hangs up. Doesn't engage me nor my wife at all. Employee 1 gets off phone....still no engagement. There is literally no one else in the store. There are 2 employees and 2 customers (my wife and I). If you own this store, the 2 guys working 06/01 at 4 pm are why this place gets crap reviews. read more

WOW! COVID or not this place was extremely disappointing. We bought everything for my daughter to begin guitar lessons with help from staff. They stated if we spent a certain amount we would receive 4 free lessons. Not only did they NOT fulfill the free lessons, after helping us pick the first guitar they suggested we spend MORE fir a different guitar. They were COMPLETELY unorganized in every aspect except when we spent hundreds of dollars of course. They are incapable of answering any questions and such a huge headache to deal. read more

Wanted to get my daughters old guitar repaired so I brought it in and the gentleman helping showed us everything we needed to get it working again & shopped around to see which accessories would be least expensive which was very helpful. He got started working on it and said it would only take 30mins so we figured we'd wait but it took longer than expected so we had to leave. He said he'd call when it was ready. There were two employees working there but apparently the guy working on our guitar was the only one doing anything because the other younger guy was literally just standing by which was why it took longer than 30mins to repair the guitar. We got the repairs we needed and the cost wasn't as bad as I thought it would be but the customer service and lack of attention wasn't impressive. read more

My husband and I went to music and arts in search of a keyboard for our daughter. At least that is what we thought we wanted. Mike was very knowledgeable and helpful to explain all the differences between a keyboard and a digital piano. We left to have dinner and talk about. We went back and told Mike we decided to buy the one he recommended. Once he went to look for it they had none in stock. Since it we needed it immediately he offered us the one on the floor which companies rarely do. We were thrilled as it would mean we had it for her birthday. Not only did they sale it to us they worked out a discount. As if all that weren't enough he then disassembled and help us load in our car. Mike and his manager definitely did what it took to go the extra mile. read more

I'm giving a 5-star rating for Tory! School started back last week it's a Sunday and the store has a line almost out the door. Tory is alone and has been doing an outstanding job managing the line and the constantly ringing phone. He has not lost his cool or raised his voice once. VERY impressed!! read more

My teenager takes guitar lessons here and we love the teacher. He's very kind and patient. However, the staff that work there obviously just need a job and seeing this store have so many complaints I think they can act how they choose with no repercussions. I've seen the reviews and I've see the response from Music & Arts yet the reviews continue to be poor. We have gotten 2 calls to have lessons rescheduled and I had no issue at all, the teacher has a life and we respect that. I'm a public school teacher so I understand. We had an emergency and had to call a hour before hand to see if we could reschedule and the condescending tone from the young man on the phone "we'll do it one time, but you're supposed to call 24hrs in advance". Obviously I know that but this was an unexpected emergency. I'm disappointed that a niche company can't do better about training staff about customer service. A great way he could've stated the policy is "I'm sorry to hear about your emergency, we do have a 24hr notice policy and I see in this instance it could not be helped so let's see if we can get you rescheduled" read more

We went to the M&A in Frisco to get my daughter a new bow. When we walked in, there was a woman behind the counter. She looked at us then looked down without acknowledging our existence. Initially I told myself no big deal because I was giving her the benefit of doubt. We finally found the bows on our own but had a few questions. I looked around the corner and asked if I can get some help. She just stared at me as if I was bothering her. Then she calls out: "Jose, can you help them" and pawns us onto him. He could not answer questions on bow sizes and had to ask her. She continued to act inconvenienced. M&A, if she is your "owner" or manager, then shame on her. If she hates customer service so much, she needs to quit. read more

Absolutely the worst customer service. Once you pay for the instrument they won't fix anything. The lady could care less about taking care of us and kept looking off into space as we asked her questions. We won't ever be a customer of theirs again. read more

Went in here today for something for my son. The young lady who helped was very nice; however, there was an older gentleman also behind the counter and he was a jerk to a lady he was helping. The lady was explaining something to him and she looked down at her little son who was with her and he rudely interrupted her and said please look at me when you're speaking to me. He was super rude and probably shouldn't be working there. I'll never go back because of him that's for sure. read more

My daughter needed her clarinet repaired...again. So I wasn't too excited about this trip to Music & Art. We were greeted almost as we walked in the door as is the norm for this location. When it was our turn to be waited on we got the new guy. I didn't get too irritated because I figure he had to learn sometime. As he was making his way through the transaction Melanie came to assist him & us. She eventually took over and continued to train the new guy by letting him know what she was doing. I had a great experience and enjoyed working with Melanie. Thanks Melanie! read more

After leaving the disgruntled employee at the Allen location, we were pleasantly surprised by how quickly we were greeted at the Frisco store. This location is busy but well staffed so there's virtually no wait time. Melanie assisted us with setting up a marimba rental agreement, explaining all the ins and outs as we went along. They were out of few items but Melanie offered to track them down at other locations or simply order them to be delivered to our home. Music & Arts- please hire another Melanie for your Allen location! Until this happens we'll just continue to drive further for better customer service. read more

Matt is an exceptional person. He definitely knows how handle the not so fun aspects of customer service. He has done a great service for music and arts. Without his dedication, my opinion of your company would forever be tarnished by some of the worst call center representatives I have ever had the displeasure of wasting my time. You should have him help train the call center employees in MD, on his best practices. Three stars is only because the call center representatives. 5 stars for Matt. read more

I just feel like the whole thing is a scam!! We rented an instrument from this place because they were one of the two vendors who came to our school to provide instrument rental service for the band. We signed the agreement in May and they would send the instrument to the school when school start in August. They are suppose to send a brand new instrument because this is what we signed up for. But they sent an used one instead . When I called, they said they don't have any new one available and have to wait 2-4 weeks to order it. After negotiating with the manager, all of a sudden, they found a new one from another store. We had to go to the store to exchange for this "new" instrument which does not look new at all. It's all scratched and looked old. We had this instrument for nearly a month and decided not to rent from them. I returned the instrument to the store today (the last day of trial period) but they already charged me for the next month rental. I was told to call customer service to sort out the refund. But the customer service was very rude and refused to tell me if there is any refund. They even cut my line!! I looked at the charges online and saw they charged over $20 recurring fee which I have no idea what it was. They also charged me over $55 for next month rental which was the wrong charge. It should be just $49. I called the Frisco store and a man helped to call the customer service to find out what those charges were. Ended up we were told that the over $20 was "delinquency charges" because according to them, there was deny of charge from the card so they charge me "delinquency". But the fact is my card never has any problem. Other merchants have no problem charging me!! And why the "delinquency charges" is recurring????!!!! They never explain. When asked about the over $50 charge, they said it included a "late fee" which is another ridiculous excuse to steal money!! They have my credit card auto pay and there was NO late payment. They charged my card today which is the last day of the trial period and also the first day of payment if we were to stay with them. This customer service is the same manner as the other CS. She basically said she is NOT the one who deal with refund and does NOT know how much they are going to refund. She kept talking over me and did not allow me to ask questions. When eventually I asked her when and who can give me an answer how much will be refunded and she flat out said she has NO IDEA!! What a crazy unprofessional store!! DON'T give them any business!! They are going to use thousands of excuse to cheat money! Their CS is the worse I have ever seen!! Run away from this crap business quick!! I called their store manager, Andy and left a message but NO call back so far!! read more

I am so impressed with this store! I went in looking for a starter drum set for my son. They not only helped me select the best value, the PUT IT TOGETHER for me and HELPED ME LOAD IT INTO MY CAR!!! So so helpful since we are new at this. They also tuned each drum for us. Kudos to Rodney and Allan for their wonderful service. They were a joy to do business with and I highly recommend them. read more

Most ridiculous customer service experience that wasn't American Airlines. Understaffed. The guy at the counter answered the phone instead of checking people out. Waited an hour to pay for one book my kid needed. Should have driven an extra 15 minutes to Brook Mays music. read more

I am not very much satisfied with Music and Arts store because when we got Alto sax for my daughter in the beginning of school year, store people said we can exchange with new one later if we want. We found some scratches after a few weeks, so called them for replacement with new instrument. But still waiting... read more

Absolutely terrible. Took me over 6 months just to get my rental account closed after 3 visits to the store with the instrument and teacher used the f-bomb multiple times during my kid's lessons. Never got my money back and will NEVER consider anything with this store again. read more