Australian Piano Warehouse Reviews

Name: Australian Piano Warehouse
Rating: 4.66

4.7 Rating 895 Reviews

92 %

of reviewers recommend Australian Piano Warehouse

4.7

Based on 895 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 89%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Although the product was fine the company contracted by Australian Piano Warehouse to deliver the item to my house (Team Global Express) was hopeless . The TGE refused to communicate by phone (both the delivery staff and their customer service staff) which meant we had no warning when they would arrive to deliver. This was made worse by the fact that they were not given authorisation (by APW) to leave the package even though I requested this. They tried 3 times to deliver - the third time it went to a 'hub' (AusPost Office) who refused to take it as it was too big (then it went back to the depot for a 3rd time). All follow ups with TGE had to be done on a 'chat' - most of the time with a bot and then with a person. It took a week of back and forth and in the end I had to pick up the item from the depot myself. This has discouraged me from buying anything online again from APW.”

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Posted 2 months ago

“I still haven't received the digital piano I ordered over two weeks ago and no one answered the phone today when I tried to call about it”

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Posted 5 months ago

“Hi, its confusing to have your email. I did purchased a piano at your company, however, its been almost a year ago. I had received another email weeks before. I was told that my piano has been collected. Please clarify if my purchase information has been used improperly. Thank you!”

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Posted 7 months ago

“It's just that the package wasn't delivered, and nobody was going to tell me about the situation till I made a point of following you up and complaining. Even then, twice more the package wasn't delivered. I was told to stay home and to keep my phone close by in case there were any problems. And yet nobody called me each time, until I complained. I asked for a refund because this is just unecessary stress. If the customer pays for a service, those who received the payment should make sure things run smoothly on their end. It shouldn't be the customer doing all the work going onto 2-3 weeks after the order. In addition, the exact same situation happened earlier this year when I ordered a keyboard. I let it go as a once-off mistake. But this is now ridiculous.”

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Posted 8 months ago

“The service on the phone was exceptional.”

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Posted 1 year ago

“Dishonest pricing, questionable quality, and false advertising. I am a pianist, and piano teacher. Given my experience, I would strongly advise the public, and all music students and teachers to avoid this shop. I bought 4 brand new "AMS KX90 Piano Castor Cup Single Small Plastic – Black" from Australian Piano Warehouse at $8 each, plus $9.95 shipping, a total of $55. The first cups shipped were a completely different brand of cups, that were clearly used (they had scuff marks, dents, scratches, and sticky residue from very obvious prior piano wheel usage). After contacting support, they eventually sent out another set of cups from Dale Cleves Music, which clearly marked them as $2.95 cups. I was charged above a 260% markup!! This second set of cups have clear moulding and tool defects, which gives me no faith whatsoever in their quality and safety. They also look completely different to the cups pictured on the Australian Piano Warehouse website which is blatant false advertising. I deliberately went to a piano specific company to ensure I purchased a high quality product. If I had known that I would just be receiving poor-quality cups I would have just gone to eBay directly which would have cost $13, instead of $55. Avoid all Australian Piano Warehouses and Dale Cleves Music Shops - what a waste of money, time, and hassle for a subpar product.”

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Posted 1 year ago

“I was sent the wrong product, which is unfortunate but understandable. What’s less understandable is the approach that was then taken: instead of immediately dispatching the correct item and arranging a pick-up of the incorrectly delivered item, I’m being required to wait until the incorrectly delivered item is returned, and then the correct item (presumably) will be dispatched, as if this were some kind of hostage situation and as if this retailer didn’t already have my money. There was an opportunity to make good on this mistake, but Australian Piano Warehouse decided not to take it, instead choosing to distrust me, effectively, and requiring me to wait until it serves its interests ahead of mine. I work in customer service myself, and this is almost a lesson in what not to do if you want to rebound from a mistake that you’ve made and to convince a customer to still hold you in positive regard.”

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Posted 1 year ago

“I never got my product! I even sent an email and haven't gotten an answer yet. I want my money back! order #82572”

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Posted 2 years ago

“Couldn’t create an account. Didn’t receive any order confirmation or shipping details. Had to manually look up with my order number which I had only because I wrote it down. Next day delivery but came more than 1 week later. Delivery partner tracking also is unreliable. Was told mine was next stop on the live tracker and 10 minutes away but then it was 3 hours later before delivery was here.”

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Posted 2 years ago

“Rang Aust Piano Warehouse after waiting over 2 weeks for delivery of piano stool. Lady couldn't tell me when it was going to be delivered and told me to look up their courier they use as she didn't have the number. Still waiting for the piano stool to arrive. More than disappointed.”

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Posted 2 years ago

“The communication I have had has been polite, but it's been over two weeks and I still don't have my product. This is now beyond a joke.”

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Posted 2 years ago

“I am still waiting for my order. It’s has been almost 3 weeks and no delivery. Part of my order was delivered a week after order was placed, however have not received the second part. I have been wanting an update by piano warehouse however all they can tell me is it’s on its way but not delivery date and unable to tell me where in transit it is.”

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Posted 2 years ago

“Ordered an item, it said 5-7 days but it's been nearly a month and the item hasn't arrived. Not happy jan.”

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Posted 2 years ago

“Would give them 0 stars if I could. Will never purchase from Australian Piano Warehouse ever again.”

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Posted 2 years ago

“Very unprofessional and lackadaisical I have made an order (a piano stand) from Australian Piano Warehouse on 09/04/2022. It was a Kawai ES920 stand which is currently $299 (RRP $309) model name is HM5B. It was "available" on the website. While making the order I chatted online to the store representative, who assured me that it will be sent to me on the next business day to reach me immediately. This was important to me as I did not have any other stand thus was unable to play the instrument. This stand was available from multiple retailers but I selected the store due to stock availability. I did not hear back from APW and my order was placed on hold. I contacted AWP again on 12/04/2022 to check what was going on. A rep told me that they only had a display option which they were not willing to sell. I said that I would be happy with ex-display if it was adequately reduced, but the store declined that. They said that they will be ordering a new HM5B from Kawai and supplying that to me, with the corresponding delays. I said that the stock was advertised as available and that I did not expect any delays like that, especially after confirming the stock with your rep. I have not heard back from the store and followed up a number of times, each time the store assured that the order was made and that I just needed to wait longer. On 19/04/2022 I made the store to follow up the order with the manufacturer, and the store stated to me that the order they have placed on the 12/04/2022 has not gone through. So, they made another order on the 19/04/2022 and this time it has gone through. I have received the stand 3 weeks after the order was placed. I could have ordered and received it from overseas during that time. The stand itself was not ideal. It was sold without the pedal stand, and I assumed that it would work fine like that, but it appears that it needs that additional reinforcement of the frame by the pedal stand. It's cost is an extra $150. Very disappointing experience. I asked the store to assist with this but they refused to help despite of providing $10 discount for the pedal stand. They also accused me of having uneven floor, stated that was the reason of the stand being wobbly. It is an unacceptable service in my opinion.”

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Posted 3 years ago

“I understand Aust Piano Warehouse cannot be held accountable for overseas delays in manufacturing (the chip factory in China burnt down). However, at nearly midnight one Saturday night I was sent an e-mail saying that just a few of the digital pianos had come in, and if I paid promptly and in full, I would be offered one. Considering the time of the e-mail, and that the wait-time had already passed a year (time enough to get another factory up and running), I naively believed this, and duly paid in full. And nothing happened. I believe this to have been a fraudulent method of extracting full payment, when in fact there was still no foreseeable date that Yamaha had provided for shipments into Australia. I feel I - and probably others - were lied to. This underhanded method of dealing with customers is a reprehensible means of doing business. If I could give zero stars, I would. Shame on you. This is not how Australian businesses should operate.”

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Posted 3 years ago

“I bought Yamaha P515 new piano. It had been on dispolay as evident from dust on surfaces. I confirmed that it would be sent in original packaginjg. I was advised yes it would. When the piano arrived, I was shocked to see the packaging was complete except for the protective foam panel for the keyboard side. There was only the flimsy outer box protecting the keyboard from impact damage, Fortunately the Piano appears undamaged. Whoever is in charge of the despatch of instruments needs to give better training and suoervision of the staff. Only a miracle prevented rswerious damage to the piano which is VERY heavy, in transit from Melbourne to Sydney.”

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Posted 3 years ago

“Took ages to post it even though I paid for it instantly and did the stupid security email where a small amount was taken - I did this straight away but it took over a week before anybody bothered to post my keyboard. So I was racing home from work every day like an idiot hoping my keyboard was going to be there, when in actual fact it was still in your warehouse. It was probably being used as a seat at smoko time when the forklift boys would sit down and scoff their pies from the food truck outside.”

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Posted 3 years ago

“My order was proceeded with 2 days delay due to a mistake in Australian Piano system. And even worse, my order was sent to another client by mistake. Very frustrating.”

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Posted 3 years ago

“I ordered a piano stool and a staff had to contact me a few times to arrange delivery because they "couldn't find the original box of the stool". I told them that they can use whichever box available and was later advised that the stool was ready for delivery. A few days later, I was contacted again by another staff asking if I can pick up the stool myself because they couldn't find a box for the stool and it can be damaged in transit. Very confusing. The stool arrived in the end, in a box, and disappointingly with a small damage.”

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Posted 4 years ago

Australian Piano Warehouse is rated 4.7 based on 895 reviews