This place is straight garbage. We're in talks about switching the company the school uses for rentals because of these issues. Got the instrument, a violin, in about a week. It's been 4 weeks, my daughters school is HOUNDING me about not having the foam pad for her shoulder, the directions book, and new portable stand that I bought. Left a voicemail, no call back. Every time I call, "check in next week." WTF you want my child to graduate before you send me stuff I PAID FOR?!?! read more

I requested instrument repair & cleaning for my kid's flute. I have IMA insurance so I don't need to pay for it. After 3 weeks , I got it back and found the flute doesn't work well. My kid's lesson teacher said it doesn't work well. I couldn't wait for 3 weeks(repair duration) again, I need to find and pay for another repair shop. I don't know what the Music and Art repair team did! so frustrating service! P.S. Eventhough you bought a music book here on tax free day, you will experience that your tax is charged. After I requested the correction for it, they have re-charged it repeatedly. To stop it, I had to quit the rental from here. read more

Horrible service! Do not rent from them! I was lied to several times by the manager "Joe." My daughter had been renting an oboe for a year, and I returned it. I spoke with Joe before I mailed it back, and he said that if it was returned by the 25th of the month, she would not get charged. I insured the oboe and mailed it. He called me on the 25th to say he received the oboe. But on the 26th she WAS STILL CHARGED. I called, and he said the billing date is the 21st. Huh?? We have never been billed before the 25th or 26th of the months. Such a bunch of lies. PLEASE READ OTHER REVIEWS. BAD PLACE!!!! read more

This store has very bad customer service. After purchasing an instrument from Music & Arts, I was told by a customer service rep at their call center that I the rental coverage on the clarinet was still good for 30 more days and that I could take the instrument in for service and be covered. When I did so, the man working in the store said he would not honor that coverage. He told me, "Once you've purchased it, the cost of a tune-up is on you." So, essentially, he was telling me that I was being penalized for purchasing an instrument. He did tell me twice that I could buy a more expensive clarinet. When I asked him to contact the Music and Arts customer service desk (as the woman I spoke to there told me to do, should there be any trouble), he said, "I'm not going to do that." Finally, I told him that I was incredibly disappointed by the customer service he had provided. His answer: "Why?" No expression of regret. No attempt to make things better. I will never return. There's lots of places to get an instrument; next time I will do so at a business that cares about its customers. read more

They won't return my calls. I've been trying to return an instrument for months. I can't get through to anyone. They keep charging me the rental fee despite being unable and unresponsive. It is irresponsible. read more

Terrible experience on two occasions with Joe Raia the manager along with staff. On the first occasion my 9 year old son was brought for his 1st ever guitar lesson. On arrival we find out the tutor was not there. Joe explained the tutor thought it was a holiday but did not apologize nor seem remorseful. Today my son was taken by my nanny who dropped off my son at the store. He sat waiting but the tutor was not there due to an illness. The team at the store including Joe, let my 9 year old son just sit in the store for 30 minutes. I arrived and asked why didn't they call to let us know. Joe then proceeded to blame me as they had left a VM earlier which I never received. No apologies to me and no apologies to my son. Horrendous and shameful experience. Do NOT go here read more

I am very disappointed in this franchise today. My son rented an instrument through them and after one school year, we decided to turn it in and purchase a lighter version. (He has some low muscle tone, and though he rocks out his trombone, it was challenging sometimes...) The central office told us we had a $153 credit towards purchase of an instrument, but the Newton store would only apply it to some instruments, not all. Sadly, the lighter one my son wants falls outside the applicable instruments. So, we'll go ahead and but it elsewhere. I was frustrated to kiss the $153 goodbye, given that we built up the credit through the rental fees we paid. And honestly, how many instruments can we see buying anytime soon. They couldn't even guarantee the credit would hold till Monday when it could be taken up with the manager. (this being Saturday). While the fellow on the phone was polite enough, it all felt a tainted and self-serving from this customer's point of view. I imagine they get to keep a number of credits. The two stars, are a reflection of the employee's patience and helpfulness in the face of store policy. read more

The staff in the store was great but the online staff and higher management is terrible. I ordered a guitar and it never came, eventually got it from somewhere else and had to cancel from here. Tried to call over 4 times and they never were able to help. Asked to talk with management and they never called me back. Would not ever order from this company again. read more

Rented a bass clarinet in Dec '19. The stand did not work correctly and was replaced with another bass clarinet. We had a deposit of $1185. Upon returning the clarinet with no issues in Feb '20, I expected the deposit to be processed back to us. I waited eight days, nothing. I called the corporate office today, and the service rep. explained that had I not called to claim my deposit back, it would have been discovered during a future sales audit and returned. When would that have happened? I have no confidence this would have occurred. I can't recommend doing business with M and A. read more

If I could give 0 stars, I would. DO NOT rent an instrument from these guys. The people at the store may be very friendly and helpful but the company's official customer "service" is extremely unhelpful and rude. And they dictate everything to the stores. Apparently they send a renewal letter to some "markets" to keep an instrument for a future school year. They put it in the mail - the U.S. postal service. Having not received any letter, I requested a copy so I could renew an instrument in the next two days before the deadline. They refuse to send another copy of the renewal or to honor the renewal without the letter. When I asked to speak to a manager, no one is available to get back to me for 3 days, conveniently after the deadline passes. Been a long time since I've received such bad customer service. But, fortunately, Rayburn Music has local stores and a great reputation. Save yourself much frustration and rent from them, or anyone else, instead. read more

I have rented a violin at the Newton 841 Beacon street store for the school year 2014-2015. Towards the end of the school year I received a letter giving me 3 options on my rental which I am summarizing as follows: 1) to continue the rental and get the summer free, 2) to discontinue the rental, 3) to use the credit of the rental towards the purchase of a violin. Once we received the letter we asked our violin teacher to go to the store to try some violins to explore option 3 because we were interested in purchasing one. She did but advised me to continue with the rental because it was not worth at this time to buy a violin. I called the store and told them we wanted to accept the offer of keeping the rental violin for the summer for free and continue with the rental for the following year [ option 1 above]. They said it was ok. I asked the person on the phone if I needed to do anything else to accept this offer and he said he would have made the change in the computer system and that we were all set and he explicitly said that I did not need to send the form by mail. My husband, during the same week, also went to the store to purchase a cable and confirmed in person that we were keeping the violin accepting the offer of having the summer free. In July we received a bill for the month of July. We immediately called the billing department telling them that we were supposed to get the summer free and they said that we should have mailed a form that we received with the original letter to confirm that we wanted the summer free option. We told them that at the store they told us it was not necessary to do that. They replied they could not do anything about it and that we had to pay the bill. We immediately went to the store and asked for explanations. The gentleman at the front desk on August 4th at 6:00 PM said that while he recognized there was a mistake, he also said that some people were fired in the past months, he could do nothing about it and that we had to pay the bill. He was acting in a very arrogant tone. As a consequence we returned the violin immediately because very disappointed on the service received, the misleading information and mostly the tone and arrogant attitude of the person at the front desk. read more

The guys behind the desk are wonderfully helpful and remember everyone. I love going there. Teachers there also teach at music colleges in Ma. Anything I need for my guitar I go to them for. read more

I gave Needham Music & Arts five stars because they have taken care of many music orders with courtesy and accuracy. I like to give my business to local stores. Thanks. read more

DISHONEST, TERRIBLE BUSINESS. This store used to be good years ago, but it is terrible dishonest business now. First, they never stopped charging my credit card for the violin rental for several months after it was supposed to stop. I only found out it had been paid off when I went to the store to get it repaired after a string broke and they said, oh it's paid off so you want to upgrade? I said I've been charged on my credit card for it continuously....They said, oh you should have gotten something in the mail about that it was ending. I said I didn't, but why would they charge me? The guy at the front desk said with a straight face, oh, sometimes people like to continue paying it to build up a credit. Does that make sense???? I said, well I didn't want to keep paying and how much have I over paid? He said $600!! I said well, I would like a refund since that is clearly a mistake. He got the manager who said it was a mistake but they can't do refunds and I can only use it as a store credit--after all other people keep paying to build up a credit-- but only towards a limited selection of other instruments. So I said, OK, I'll upgrade then. BUT the manager told me the $600 sits on credit until the new very crappy condition rental is paid off and then if I want to buy it I can use the $600 IF it's one of the instruments I can use the credit towards. It made no sense to me and I said that it just sounded like they had stolen $600 from me and had no plans to return it. The manager told me --with NO APOLOGY--that's just the policy and there was nothing she could do. I saw people mention this same issue in other reviews so it sounds like they continue to stay in business by charging people without permission. I had also been renting a cello through them and when the bridge broke was told, Oh we don't carry this one any more, can you take a different replacement. I said OK, sure--not thinking it made a difference. But then a month later I see a credit card charge for 2x the first one! I tried calling customer service at the national headquarters an no one picked up. I called the store and the person who answered said they had just changed their computer system so customer service was flooded with calls. So all he could do was take my name, number, and credit card to call their sales support team and would call me back when it was resolved. I said forget it, I want to take to someone directly. He said, well, there's nothing you can do online it'll only be through the mail. MAIL???? This used to be a really good store, but it had gone way down hill and music and arts as a chain is clearly a scheister business. When school starts, I plan to lead the charge to get them off the rental list options the schools put out--they are robbing people read more

Last year we anticipated our son taking instrument lessons at school. We went to the meeting and signed up for a drum kit rental. He opted out before the class started, we notified the school in September, and we never picked up the instrument. I began receiving twice daily collection calls from them in December. We had no idea what it was about. We called and they said our credit card was not billing properly. That was due to it being stolen and cancelled. We then told them that we never took ownership of the kit. I thought that it would be over. They continued to call and send collection mail. I got in touch with the school once it was open again (this was during Christmas break) and told them of the situation. Music and Arts told me that they did not have the kit and that it must be at the school. I believe the school got it back to them. But Music and Arts are still billing us for the time it sat at the school and they are not budging. My main issue is with the fact that there is no accountability for pick up. There is no opportunity to sign for it and confirm the rental relationship. I expressed my dissatisfaction with the fact that they do not ask for confirmation of pick up. (The customer rep. was very dismissive.) It leaves far too much to chance....kids moving out of district, kids picking up the wrong instrument, kids changing their minds....and yet the family is still liable for the billing because the school and Music and Arts have not communicated about the instrument still being at the school and the family is unaware that they need to arrange for Music and Arts to pick it up at the school. And their customer service.....abhorrent!! Self-righteous. Customer service 101...they need an in-service! read more

I highly recommend this music store. The customer service is excellent. Adam, the manager is very friendly and helpful as well as the other salespeople and always remembers returning customers names. They always have the books I need in stock and there is free parking close to the shop! I drive 30 minutes to get to them and it's well worth it. read more

DO NOT WASTE YOUR TIME. For four weeks, we have been told-- only after I called and called-- that an instrument we ordered would be coming. Still, nothing. So they've lost our business. Very poor customer service all around. I called Needham Music today, and they were immediately responsive and ready to rent this instrument, which is somehow elusive for a national corporation. read more

I do not recommend renting instruments from this company. The staff at the store tried to be helpful but I had to make several trips to the store to sort out my rental. They did not seemed well informed about how to manage my rental. I found the customer service department at Music & Arts to be difficult and unwilling to work with me. The renewal letter they send for school rentals is very misleading and I hope they consider rewording it. I missed the deadline to renew by 2 weeks, because I missed the deadline I would need to pay $30 per month for the rental. After several phone calls and a few store visits it was determined that I could sign a new contract but would forfeit the money I paid for the rental the previous year. I would hope that in the future Music & Arts treats their customers as individuals trying to navigate a very misleading renewal process. read more

I had been in this shop under the prior owners (Newton Centre Music Shop) and didn't realize it had been bought by Music & Arts (in 2006). I called to see if they were open Columbus Day and was greeted warmly by the manager, Adam, who gave me his name and said he could help us out when we came in to the store. We brought in a guitar that was way out of tune and another employee tuned it for us for no charge (Adam was on the phone with someone else - guess he's the front line). When I looked around I realized the store had changed hands, and that there was a new energy to it. The goodwill worked, we bought a few things, and will definitely go back. They offer a range of music lessons and encouraged us to check out the list of instructors on the website since we weren't ready to sign up. It is funny to think that acquisition by a bigger company could make me feel a new loyalty to my local store, but it did. read more

Not what I was expecting at all. They have a very poor selection of strings and guitar picks. Musicians are a diverse bunch. We have many different preferences when it comes to gear and playing styles. But all I wanted was some number 8 electric guitar strings. All they had was Ernie Ball supper slinkys which I don't care for. I wanted D'Adario XLs number 8. They seem to be doing a good enough business so there's no good excuse in my mind for the lack of selection. They also didn't have the guitar picks that I prefer. Once again I will have to resort to Amazon or other online vendor to get what I need. I also have three classical guitars which all take different strings in order to play their best and I didn't see those. The staff wasn't too friendly either. read more

My experience was fantastic! Kat, a sales associate as well as a musician shared her extensive knowledge. I was looking for a keyboard with weighted keys for practice sessions and Kat suggested the Roland P90. This keyboard turned out to be a great match for me. Kat was very courteous and provided superior customer service. She went above and beyond by dropping the keyboard board box to our residence because it did not fit in the vehicle. I highly recommend Music & Arts, Newton Centre, Massachusetts to shop for instruments. Thank you Kat! read more

AWFUL. I would not recommend Music & Arts to my worst enemy. After having to jump through hoops, phone numbers, customer service agents, in order to return my sons instrument rental in a manner where we would no longer be charged, I don't find out until TWO MONTHS later that they never received my sons instrument from his school, where he brought it, with the return authorization code. I only found out because my bank account was charged two payments yesterday to account for January and February (when he was NO LONGER playing the instrument). Both the store staff and customer service "Manager" were so rude and not helpful at all. I would never recommend this company to anyone. If it's the company your school uses, I suggest you rent elsewhere. I would give no stars if I could. Now, after two months, I am on a hunt for this instrument. Customer service rudely informed me "no, we don't reach out to the school for our customers"- a customer who was completely unaware that this occurred, a customer who did not receive the alleged messages- a customer who was adamant to the store and the school that this instrument was to be returned. Unbelievable- I've never dealt with a company so rude, not at all understanding, and not at all willing to consider the mistake was on their part! (Update- it was the mistake of music and arts!) read more

The Newton 841 Beacon street store business is not honest. FEB 16,2017, before leaving, I searched The Newton 841 Beacon street store in the iphone map. I saw the Music and Arts store has about 2 star. I was very shock. After my experience, I am not shock. It is true. October 22,2015,we went to the the Newton 841 Beacon street store . The guy said  we could not buy the drum and percussion kit , and should rent it first ,then we can buy it .We rented the drum and percussion kit and paid $44.72 (including one book) for first three months .it will deduct  $30.38 from our debit card every month . June 28,2016, I send e-mail to the store and asked  if we buy them, how much we should pay?  The answer was" The payoff price for your percussion kit is $278.17. If you would like to pay this amount and own the instrument, please call 1-800-535-0106. " We repled " At present, I want to continue to rent the instrument. We are considering if it can be boarded a plane. We will buy it in several months. " Jan 18,2016.I send email to the store again. It said " Please contact 1-800-535-0106 for an updated balance on your account".  I have called the pone(800-535-0106) for several times. But no people will answer the phone. I don't know the reason. At last the call connected .It said  I need to go to the store for the receipt  if I buy the percussion kit . Ttoday I went to the store( Next week, we will go back China).. The guy said  if  I  want to buy it ,I should pay $165.12(I did not hear clearly and he wrote it  in the first receipt paper). Now another 7months fee has been deduct.. It is about $212.66. If he want to me pay about $65 (we have planed to buy it), it is right and I will buy it . Seven months ago I only paid $278.17 . But now he want me to pay $165.12. Because I will pay $80 for the percussion kit deliver to china.. I think it is expensive .I want to check the previous email for him, but there is no Wi-Fi in the store. So I had to return it. During the return, I called  to my daughter. She said she want to buy it. Although my English is not good,  I must write the whole thing. This is a bad thing for me in Boston. read more

Music & Arts is a terrible, over priced and dishonest franchise store. I bought a flute at the event of this store in school. Some accessory is missing in the box. When I tried to call the number on the agreement sheet. They said they are headquarter corporate so they are not responsible. Then I called the newton store, they don't want to responsible either. This is a student instrument and was paid over $600. They don't have little sense of service they are providing. Also my kid said the box case was open when it was sold to me. So I really doubted the sales person sold me a sample that is why the accessory is missing. What I really care is not the accessory missing. It doesn't cost that much. It is my kid's feeling when her friend told her what is in the box and hers doesn't. She was keep asking if the store will mail her one. And I believe the person took my phone number and name will not ever return my call. Terrible experience. Same product online is sold $150 less. They just want to rip the parent's money without providing sensible services. read more

Feeling lied to! I rented an instrument for my child at school that had a June charge. I lost my contract and called to ask on Monday if there was a June charge. The sales person said no and to just return it at the end of the school year. After hearing another parent say there was a charge I took the instrument in and asked if there were any charges as I did not need the instrument any more and had called on Monday. He said my balance was $0 and I was good and returned my instrument. I left the store and decided to check my credit card. There had been a charge on Tuesday. I went back in and he just kept saying it was in my contract and proceeded to write down a customer service number. I told him I thought it was, but I lost it and that's why I called. I asked him to inform the employees better and he just kept saying it was in my contract! He knew the whole time, just chose to word it carefully that there was no current charges! Like he had done this so many times before. I am so frustrated and feel so lied too, all for $30. I called the number and they said their audit team will call me back in 2 weeks to let me know if they can reverse the charge. Unacceptable for such a big company! We have two more children and we will enjoy music elsewhere. read more

This store has horrible customer service. I ordered a guitar from them for my daughter. They said it was in stock. A few days after it should have arrived, I got an e-mail saying the item was back ordered for several months. I called, they offered to get me a different model, now $25 more. I was annoyed, but agreed, because we already had a lesson scheduled. When the instrument again didn't show up as promised, I called and found out that they never actually processed the order, and they couldn't do anything for me because I didn't know the name of the person who had placed the order. I am not sure what the relevance of his name is. My daughter has a lesson again scheduled that I will have to put off while I try to find another instrument somewhere else. They claimed they could get me a guitar in time, but now it was an even higher cost. Perhaps this is their method of getting people to pay more out of frustration! They were simply unhelpful and unprofessional and I will go elsewhere for any music needs. read more