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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Delivery of the ideas was delayed a fair bit but in the end I was able to communicate with customer service and was able to get my piano covers”

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Posted 10 months ago

“Once order was received, process was quick. Communication was poor. No acknowledgement of receiving order. Also no notification of dispatch or delivery tracking. Parcel, with no wrapping, was left on street in full view of passing traffic. Parcel was damaged and I received no notification of delivery.”

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Posted 1 year ago

“3 stars because the product was exactly what I needed and it arrived quickly. Thank you. But. Zero stars for what I had to go through. The process and policy of the security measure is completely ridiculous for a $20 purchase. I spent way too long on the phone to get the security measure overridden because I don't have access to my corporate card's daily transaction list so I could not reply to the email with the small amount taken from my card. After going through a vigorous identity check, including questioning my mailing address being residential, I was told that it was a very generous gesture by the Piano Warehouse to override the security measure this one time, but not again. Please don't put people through this without any mention of your security measure process before purchasing. I absolutely agree for both parties it is a great policy if it was a very expensive piano purchase but seriously, for a $20 key?”

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Posted 1 year ago

“After my online purchase, I was sent 3 messages that informed me the item I have ordered was ready for collection at the warehouse. After driving close to half an hour to the shop, I was told the item was still in transit. I was very disappointed by the miscommunication. Even though they offered to deliver the item to my preferred address for free, I think there should be more compensation.”

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Posted 1 year ago

“My first order was somehow missed and never picked up from Toll but I had an email from piano warehouse to to say it was. After a bit of back and fourth I think it was discovered that it never left and it was intact a slip up. I was sent a new delivery and order and it came promptly however after ordering on the 8th and expecting delivery by the 15 th I received it on the 26th. No refund for delivery was offered.”

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Posted 1 year ago

“The quality of the piano keyboard covered cloth is not so good. More choices for customers will be better.”

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Posted 2 years ago

“When overnight shipping is too expensive, they have called and try to work out if it's OK to send by normal mail. Kept the communication open, which is great.”

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Posted 2 years ago

“Hasn’t come yet so I can’t rate.”

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Posted 3 years ago

“I'm sorry to give you this rating. The staff at Willoughby Warehouse was lovely and kindly assisted me, but I think the overall service can improve based on the following aspects: 1. Online chat consultant - I consulted to purchase a digital piano stand via online. Following the advice of "Brian", I ended up purchasing a seat. Clearly, online consultants require better knowledge of their products. 2. I received a number of emails and texts about "the ordered item was dispatched" when I requested a collection from the Willoughby warehouse. I also received a number of texts saying "the ordered item is ready for collection" when the item was not ready for collection. This was very confusing. 3. The confusion of purchase of a seat instead of a stand was clarified when I was on the phone with the consultant "Jules" to clarify the texts and emails I received about "the ordered item was dispatched". Jules had kindly sent me an email with the links to the right products. 4. I asked Jules if I can either cancel the order of a seat and receive a refund or a store credit so that I can purchase a stand. Apparently because of some complex ordering and pyament structure but this process has taken a very long time. 5. When I arrived at the Willougby Warehouse, I had to explain all of the above to the staff who did not expect this complexity and confusion. They were very kind and helpful but it has taken a considerable time to resolve. 6. Every time I place an order, I receive a "thank you" email from Craig Maria stating that "I will personally make sure you get looked after", but in fact, this seems to be an auto-generated email and no actual action is taken by this person. It comes across as insincere as a result. 7. I also communicated with the company via Live Chat, Email and Telephone. The below choice only allows me to select one.”

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Posted 3 years ago

“The service from APW has been remarkable however their choice of freight providers is not. Our purchase has been "in transit” since 28/2/22 and still not arrived. It is well known in the Kimberley that there will be extensive delays when this freight company is used. As such, this delay diminishes the customer satisfaction. We look forward to receiving our purchase soon.”

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Posted 3 years ago

“I haven’t got the cash back for my purchase of Casio CDPS150 Digital Piano on July 28, 2021. Please help check and get back to me. Thanks”

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Posted 3 years ago

“I’m happy with the product but the shipping was not great.”

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Posted 3 years ago

“Hard to rate during Covid it would have been nice to visit in-store and experience the different keyboards but the phone service was OK”

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Posted 3 years ago

“Overall the service I received was ok, but I did have two issues with the shipping. Firstly, it was not communicated to me that my order would arrive as two seperate deliveries from different locations. When I only received 2 of the 3 items I ordered I was very confused. Secondly, When I enquired and found out what was going on, I then expected to receive the third item within the next couple of days. However, it didn’t arrive and I had to follow up with the courier who at first said they didn’t even have the item. After contacting the courier twice and also the store where it was shipped from, the item was finally delivered about a week late.”

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Posted 3 years ago

“Prompt delivery, item as described. But, no refund or exchange policy for change of mind, even though I wanted to upgrade to a higher end keyboard model without opening the box!”

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Posted 3 years ago

“I'm still waiting for my order to arrive!”

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Posted 3 years ago

“I appreciate the quick delivery and helpful customer service.”

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Posted 3 years ago

“Roland digital piano delivered very quickly after order but unfortunately portable stand was forgotten. Different courier used and many messages before it finally arrived. The first courier picked up and delivered the piano on the same day. Not sure where the second courier went with the stand!”

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Posted 3 years ago

Julie, Thank you for taking the time to complete your review. Our team works hard to ensure a positive experience for all our customers, and we acknowledge with your delivery we did not meet this standard. We apologies for this, and appreciate your feedback, we use this with our team to always ensure that we are pushing forward to meet every customers needs. Craig National Operations Manager

Posted 3 years ago

“The keyboard i purchased could have been wrapped in a plastic of some sorts to protect it , the box was a little damaged .”

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Posted 4 years ago

“The information provided on the website of the products was great and the chat rooms were also really insightful to assist in making the right choice for my needs. I’m very happy with the product itself. The major downfall was the delivery in which I paid ~$70 for. I’m honestly quite surprised only 1 person was there to deliver a piano of all products. I was not home at the time to assist (I notified my roommate who was happy to let the courier in with an area prepped for the piano) however the courier only brought 1 small trolley which apparently didn’t even fit the digital piano box on there, and was too heavy for my roommate and courier to lift on their own... therefore could only leave it in the basement level garage. I had to search for a different trolley in my own time and get help from neighbours to lift this not there. I would love to give 5 stars for the company but the courier service really brought everything down unfortunately.”

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Posted 4 years ago

Australian Piano Warehouse is rated 4.7 based on 895 reviews