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Business Profile

Music Instrument Store

Kincaid's Is Music, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Instrument Store.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:01/02/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 1, 2024, I ordered two Jupiter Valve and Rotor Oil bottles - order number *****. On December 11, 2024, I received a package that contained only 1 bottle of the oil. I figured it was a simple mistake that would easily be remedied with some communication. The same day I received the package, I sent an email to Kincaid’s informing them of the issue and asked for guidance on how to go about getting the second bottle I paid for but did not receive. I send a follow-up email on December 13, 2024, and also on December 14, 2024. I waited several days for a response that never came. On December 23, 2024, I called their customer support number and explained the issue. The person who answered the phone sounded very annoyed and told me he would connect me with someone who could help. I was on hold for 20 minutes before I hung up as it was apparent no one was going to come to the phone. I want Kincaid’s to ship me the bottle of oil that I paid for.

    Business Response

    Date: 01/14/2025

    I want to extend my apologies to the customer. We lost a key staff member, who happened to take care of online orders along with customers in our store, just prior to the customer placing the order. We were scrambling trying to keep up with online orders while also taking care of customers in the store while being short-staffed, which is likely what happened when the customer called and was placed on hold. Customers in the store overwhelmed our limited staff, causing them to not get back to the phone in a timely manner. It isn't an excuse, however. We have to be better and will be. We're working on things internally to ensure that losing a staff member like this doesn't cause the same disturbance in the future that it did this time. We are sending out another bottle of valve oil today, along with a coupon as a token of our apology. Again, we're sorry for the inconvenience.

    Customer Answer

    Date: 01/14/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    *** ******

Kincaid's Is Music, Inc. is NOT a BBB Accredited Business.

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