“I ordered a keyboard package for my daughter's birthday gift. All items on the package were delivered apart from the actual keyboard. The delivery company TNT state on their tracking that they have not delivered the keyboard and the have an 'issue' I have contacted Gear4Music four times requesting they find out what the issue is or send out a new keyboard. I have been repeatedly told they will investigate and get back to me but there has been no resolution. Today I got a patronising email asking me to wait as sometimes packages get separated in transit and will be delivered a few days later. It has already been over a week since the first items were delivered and TNT have clearly flagged there is a problem. It's obvious the delivery company has let Gear4Music down but than to pass this failure onto the customer is awful customer service. I will now likely have no gift for my child on her birthday despite ordering well in advance. Why should I have to wait indefinitely for TNT and Gear4Music to find the lost keyboard? As it clearly states that it has not been delivered to me, Gear4Music should send out another one and fulfill the order I placed with them in good faith.”
“I was trying to get a 4 speaker set up for our festival stall with bluetooth connection. 2 big speakers at the front and 2 small ones at the back. Pretty simple, right?
I have lost count of the number of times I called up requesting product advise and they recommended product which wasn't compatible or not suitable for use. The worst recommendation was a mixer which the adviser failed to realise was a 4 channel INPUT not a 4 channel OUTPUT... *Face palm moment*
Another product recommendation was a bluetooth receiver that plugs straight into the back of the Thump speakers they recommended. What the advisor didn't realise or mention was how awful the sound quality was. I'm not talking a little bit bad. It was terrible. No low end at all. Just a load of very quiet mids. If I turned the speakers up to full so I could actually hear the music, the gain was very loud terrible and the sound quality was no better.
When I sent this back for a refund I got an email saying they were going to refuse the refund and send it back to me, because there's nothing wrong with the product.
I was recommended the product by an advisor and it wasn't fit for purpose so why are they being so difficult about refunding the product? It makes no sense other than the fact they clearly don't value their customers.
There were also the XLR cables they recommended I got for the SZ-MIX04 when it was actually large jack cables I needed. This mixer also only has 2 outputs not the 4 I wanted. Oh and the kettle lead I was told to buy which I didn't need for anything.
It went on and on and on and on. Each time I called I was put through to a different adviser who would confidently recommend some product which wasn't fit for purpose.
I've given up on the 4 speaker set up now. It just wasn't happening. I've settled for the 2 Thump speakers instead.
I've returned all the gear I didn't want and guess what? They refused to refund a bunch of it and returned it to me.......
What about the product they did refund? They haven't refunded the full value of the product so I'm left with a loss of around 50% of what I paid for it and no longer have the equipment.
They are also telling me that one of the cables I returned is faulty. This is absolute BS. I really don't know what their issue is, but their product recommendations, customer service and returns department are all absolutely awful. I am amazed that they don't have more negative reviews.
It goes without saying that I will not be ordering from them again and I will be telling anyone who asks where I got my kit from to avoid Gear4Music at all costs.
This whole situation has caused so much stress, agro and I'm currently left out of pocket and have been for some time, because of the negligence of countless members of staff.
Terrible, terrible company.”
“I ordered a synth back on the 8th March for my birthday and it was listed on the site as being delivered in 2-3 days.
Was told it would be delayed a further 10 days.
After that I got an email telling me that they didn't have the product in stock therefore had to wait for the shipment on the 6th of April and it would be delivered on the 7th, delayed another 8 days now.
My birthday was on the 27th of March. I wish they were honest with me instead of giving me fake dates so I can enjoy my lockdown already.
I don't know why the listed the product as available aswell.”
“I bought a stage piano which arrived without a power adaptor or pedal as advertised. It took two weeks for them to organise an adaptor & pedal to be sent. After another ten days the stage piano stopped working so I requested a return for which I was charged £13:99 for faulty goods to be collected. The first collection company failed to arrive, the second refused to take the item as gear4muisc had failed to send any printable forms. The third courier collected the item after several phone calls to gear4music. It has been returned as I have a tracking number but I am still waiting for a refund. Appalling customer service. Do NOT use !”
“Awful returns policy and trying to receive a refund is a nightmare!
After one month the item developed a fault. After a month with Gear4Music they try and repair it, if that fails the manufacturer repairs it, failing that a new replacement is sent out. A normal operating shop would replace your product with in the year. I returned my product to Gear4music and they had my product for nearly three months! Its taken them 3 months to say yes it's faulty and still trying to get a refund! Their staff are not competent at processing refunds. I had two different staff processing my refund but never did I receive. All you get sent in responce is "I don't know who you spoke to, sorry". Never again am I shopping here!”
“I bought the product on November 16th, but until today, December 03th (18 days) I did not receive anything.
I already bought the same product from another store and I ALREADY RECEIVED IT.
And a very bad after sales support!
Not recommended store!”
“Every item barr one ive had to send back, in 12 months a total of 7 orders out of 8 have had to be sent back, faulty on delivery 99% of the time. Had enough going elsewere with my money”
“I placed an order for a piano on the 30th Oct for my 6 year old daughter. At the time of purchasing the item was available to deliver within a couple of weeks. My daughter was counting days until the day when the piano was due to be delivered. Unfortunately, the piano was not delivered on the promised day. I called the courier and they said that Gear4Music cancelled me order. I then phoned up Gear4Music and they had no clue of what was happening. The later they called me back to say that the courier had some error and they are returning the piano back to their warehouse. The customer agent said that I have to wait for 2 weeks for the item to return to their warehouse and then another 2 weeks for the same item to be dispatched back to me. The agent said that he spoke to his manager and there is nothing else they can do.
Today I logged into Gear4Music website and it says my order has been cancelled after I have waited for almost 4 weeks. There has not been any communication from Gear4Music whatsoever. Really disappointed, this is a shocking customer service and I am now left in the dark to figure out what is happening. My daughter asks every day when her piano will come...”
“First they lied, said the pedal was ready to ship. A week later, I get an email saying they don't have it yet. I asked to cancel and get refunded. Was told 3-5 business days for refund to be available in my account. Waited till just over 5 business days went by. Emailed again asking about my refund. They are claiming that they did NOT charge me, and there is no need for a refund. But my bank statement has a charge from them! They are thieves!”
“I bought an item and they not only made me pay for return delivery, but did not return the cost of delivery to myself, which was near £20. What a rip off, I will never buy from this company, I have never paid £27 for an item I did not want and returned to any other company. Never buy from these disreputable people.”
“I paid £400 for a Cello with next-day delivery. Three days later nothing had arrived. Apparently they had given the courier the wrong address. (The courier took a picture of the address they had been sent to).
They then tried to tell me that until I returned the items to their warehouse they would not refund me.
Solicitors are working to get back my money.
I really wish I had listened to the reviews and not bought from them.”
“BAD CUSTOMER SERVICE & 5-10 days to process an returned item - Gear4Music
I ordered a item from Gear4Music. It was time sensitive due a project I had been commissioned. I Realised it was the USB version & not the thunderbolt so I arranged for a return & exchange.
I was informed that once the item had been received at their warehouse it would take 24/48hrs to process then I could order the exchange.
The couriers chosen by Gear4Music didn’t put the return label on the return package initially and it got delivered back to my house! I was so confused. I had to reject the package which resulted in it taking another two days to reach their warehouse.
Upon receipt (tracked & picture) I called in to double check the time it would take to arrange the exchange only to be informed that now the product had reached the warehouse, it would take a further 5-10 day to process my returned item before I can order the product I actually want.
I was fuming, the Gear4Music.com employee was completely un-empathetic & almost blamed me for not knowing their policy. I told him I was clearly mis-informed, he said I was not as it was written down that it would take that long.
Due to how Gear4Music.com handled the process I decided that I’d rather have a refund and order the same item from somewhere else that doesn’t take a million years to process a returned item & has better customer service skills.”
“1- I made an order on July 10th paying 160.58 GBP for an interface and a condenser mic and express shipping.
2- Plus I paid customs for them. With the exchange rate on July 17th, 8.57 TRY= 1 GBP, I paid extra 484 TL (56 GBPs) for customs etc.
3-The interface did not work properly and had to return it, couldn’t make use of the condenser mic because it should be connected to the interface so I started return process for both products. Meanwhile I found out that keeping the mic would be better as I had to buy it again and pay for shipping and customs again. I requested arrange the return again for only one product. And I tried to contact them to get help after about 45-50 minutes of my original application for return.
4- Instead of reading emails and requests and complains from your customers they were doing something else and confirmed only my first return which includes both of the products and informed dhl about the parcel stating that there should be two different boxes even though they sent them in a single one. when the courier come to visit me next day, and they hadn’t replied any of my emails, he asked me to give him both of the products as they informed courier there should be 2 different boxes for this package and he took both of them in order to prevent any problem with the customs.
5-My return products were delivered to them in the next 2 days. To check if the things are going as they should be, I reached two of their customer representatives and asked for their confirmation stating that my mic will be sent back with a new interface. I have not 1 but 2 confirmations from not 1 but 2 of their persons.
6- But then they sent a new interface without the mic anyway. On the invoice it states "Please report all damaged or missing items within 24 hours of receipt. Thank You.” And I did so in 7 minutes. NOT AN HOUR, 7 MINUTES!!!! They replied saying sorry, nothing to do etc. Refunded the condenser mic (64.42 GBP).
7- It's been about 3 weeks and Their 1st replacement product didn’t make it.
8- Through the whole process I've warned them numerous times about the customs and they sent the new replacement as a new product causing me to pay customs once again.
9- So in total I’ve already paid 152.91 for a product listed 82.68 thanks to paying customs for both products in the original order an express shipping.
Here comes the math:
July 10th: -160.58 GBPs
July 17th: -56.53 GBPs
July 28th:: +64.42 GBPs
———————————————
Total:152.91 GBPs.
And the new replacement being sent as a new order, I have to pay 38% once more for taxes and customs.
10- Today 1 GBP = 9.77 TRY as my country's having an economic crisis so I paid all my monthly salary only to get an interface instead of flying to London and buy it with my hands or even better buying it from m local stores. Despite all the profit added on the products cost it would be cheaper anyways.
11- They don't know how to operate so just stay away from them. They work like a grocery store.”
“1- I made an order on July 10th paying 160.58 GBP for an interface and a condenser mic and express shipping.
2- Plus I paid customs for them. With the exchange rate on July 17th, 8.57 TRY= 1 GBP, I paid extra 484 TL (56 GBPs) for customs etc.
3-The interface did not work properly and had to return it, couldn’t make use of the condenser mic because it should be connected to the interface so I started return process for both products. Meanwhile I found out that keeping the mic would be better as I had to buy it again and pay for shipping and customs again. I requested arrange the return again for only one product. And I tried to contact them to get help after about 45-50 minutes of my original application for return.
4- Instead of reading emails and requests and complains from your customers they were doing something else and confirmed only my first return which includes both of the products and informed dhl about the parcel stating that there should be two different boxes even though they sent them in a single one. when the courier come to visit me next day, and they hadn’t replied any of my emails, he asked me to give him both of the products as they informed courier there should be 2 different boxes for this package and he took both of them in order to prevent any problem with the customs.
5-My return products were delivered to them in the next 2 days. To check if the things are going as they should be, I reached two of their customer representatives and asked for their confirmation stating that my mic will be sent back with a new interface. I have not 1 but 2 confirmations from not 1 but 2 of their persons.
6- But then they sent a new interface without the mic anyway. On the invoice it states "Please report all damaged or missing items within 24 hours of receipt. Thank You.” And I did so in 7 minutes. NOT AN HOUR, 7 MINUTES!!!! They replied saying sorry, nothing to do etc. Refunded the condenser mic (64.42 GBP).
7- It's been about 3 weeks and Their 1st replacement product didn’t make it.
8- Through the whole process I've warned them numerous times about the customs and they sent the new replacement as a new product causing me to pay customs once again.
9- So in total I’ve already paid 152.91 for a product listed 82.68 thanks to paying customs for both products in the original order an express shipping.
Here comes the math:
July 10th: -160.58 GBPs
July 17th: -56.53 GBPs
July 28th:: +64.42 GBPs
———————————————
Total:152.91 GBPs.
And the new replacement being sent as a new order, I have to pay 38% once more for taxes and customs.
10- Today 1 GBP = 9.77 TRY as my country's having an economic crisis so I paid all my monthly salary only to get an interface instead of flying to London and buy it with my hands or even better buying it from m local stores. Despite all the profit added on the products cost it would be cheaper anyways.
11- They don't know how to operate so just stay away from them. They work like a grocery store.”
“My brother and partner have bought goods from Gear4music for many years and we have experienced and known it to be a reputable business. However I visited the store in Clifton moor with my fourteen year old daughter, to buy a Ukulele. The overall general attitude and customer service was really poor. No real people skills or guidance on offer from serving staff today, no option to try the instrument as a serious buyer. My daughter was asked at the collection station, 'what do you want?' we bought an instrument, case, tuner, etc only to return later in the day as the Ukulele wasn't right for her, all was not lost after our disappointing experience, we went over to Banks Music in York. What a contrast their customer service was five star, we paid a little more but came out with instrument and case she was delighted with.”
