I rarely leave reviews, but this experience was so frustrating that I feel obligated to warn others.
On Friday, I called the Wayne, NJ Music & Arts store to confirm they had a saxophone available for my son. I was told they had it in stock and that if I placed the order online, they would pull it and have it ready for pickup.
I immediately completed the online order and waited a few hours before calling to check the status. I was told there was a "system hold" on the order that should clear within a couple of hours. A few hours later, I called back and was told the hold still hadn't cleared. No one ever called me with an update.
The next day, I called again and was told they still didn't understand what the issue was and couldn't access my order. After nearly three days of waiting for an order that I was originally told would be available, I asked them to simply cancel it. I was then informed they couldn't even cancel the order because they still couldn't access it and would need to contact customer service.
Shortly after, customer service called me and explained that the confusion stemmed from the order being routed to a newer store they were acquiring. They assured me everything was resolved and that my saxophone would be ready for pickup within an hour.
Then, just 30 minutes later, I received another call from the store saying, "I spoke to customer service and they canceled your order. It will take up to 30 days for your refund."
After being told for days that my order would be available, and after customer service had just confirmed the issue was fixed and the instrument would be ready, the solution suddenly became canceling my order and waiting up to 30 days for my money back.
The biggest issue here wasn't even the system problem. It was the complete lack of communication and coordination. Every person I spoke with gave different information. No one seemed to know what was going on, no one followed up as promised, and nobody appeared to be on the same page.
Read the reviews and be forewarned. This was honestly one of the worst customer service and communication experiences I've had. I will be disputing the charge with my bank and taking my business elsewhere. read more