Review Time
A mixed experience which turned out well in the end. Time to dispatch order was good - with carrier (UPS) within 3 days. Performance by UPS was appalling. Order seemed to get stuck in their warehouse and eventually was marked as return to sender. Very worried by all this I contacted Music Store by email who responded (after more than 24 hours) that UPS were having problems with their orders dispatched on this date, but that order would be received within promised time of 4-6 working days. Simultaneously, I received an email from Music Store apologising for the delay and advising that a replacement order would be sent out to cover the initial undelivered one. From here things went as smoothly as could be expected for an export from Germany to UK, with no hold ups. Time from shipping to order was 4 days. So, in the end I would say that I was happy with Music Store sending out a replacement unprompted and would rate them as good, although time to respond to email queries could be improved. UPS however is another matter!
I have not felt compelled to write a review on Trustpilot before,but Musicstore has driven me to it.
I ordered an expensive analog synth to Cape Town nearly two months ago. It was stuck in a freezing Frankfurt storage hangar for six weeks. Not good for the unit. They "launched an investigation" weeks ago and now just ignoring me since that one line message. Tracking shows it's still in Germany now. I sent emails to several departments.. many emails across two weeks.
Not one single reply.Nothing. Appalling. i've not used them before and certainly never will again. And everyone I know in the business is going to hear from me to never use them unless there is satisfactory communication and resolution asap.
i've flagged the issue and I know my rights,but I only have few more weeks to dispute on Mastercard or my money is gone.Seems to me they are stonewalling me in the hope that enough time passes that I can't Dispute in time.
I am exploring my options under German consumer law and you should too.
Packaging was great and honestly the fact that they check everything up before sending you the guitar it's really amazing I didn't have to do much it was already set up and honestly the board and everything was fixed bridge and so on funny enough the guitar was almost in tune I didn't have to do much just a little bit of settings and it was completely into so great stuff!
I truly have no negative feedback about the shop; in fact, it's quite the opposite. I’ve ordered several items, and the service consistently met my expectations in various aspects. While there are a few areas that could be enhanced, I do feel hesitant about purchasing pricier items since I lack experience regarding warranty claims. However, I returned some items, and the shop handled it reliably. That's why I’m giving it my highest rating.
I have been waiting for my DJ controller to arrive for two weeks now. The item was listed as low stock, but after I made the payment, I was informed that it would be delivered when back in stock. That was two weeks ago, and I have received no responses from the support team. I strongly recommend avoiding this situation.
The customer service was unprofessional, and I am very dissatisfied with the delivery. I placed my first order, and they provided an estimated delivery date of around 17.12.2025. Now, as of tomorrow, 22.12.2025, my package still hasn't arrived!
I ordered a Christmas gift for my son eight days ago, paid, received an order confirmation, and then... nothing. No response to my follow-up email as Christmas approaches. According to the website, delivery is supposed to take 1 to 2 days. Very disappointing. Never again.
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