Complaints

This profile includes complaints for American Musical Supply Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Musical Supply Inc.

  8 Thornton Rd Oakland, NJ 07436-3116

• 

  American Musical Supply Inc.

  65 Greenwood Ave Midland Park, NJ 07432

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.

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I placed an order with this company for a guitar today and after I placed it I realized I was over extending my credit card so I called to cancel it and reached an extremely rude employee named ****** who refused to cancel the order. He was extremely rude and unprofessional and refused to let me speak to a supervisor saying only its too late to cancel it. Its already shipped . I said i just placed the order. An hour ago. How can it be to late?? He kept insisting it was too late and refused to help me. This whole company is a disaster and treats there customers like c*** Ive had it. I explained to him that I overextended my card and needed to cancel the order. This *** ****** refused. I want the order cancelled and my money refunded and I will never do business with them again. I also spoke to vee. *****. ******* and *****. Nobody helped me. Absolutely no customer service

  Business Response

  Date: 07/09/2025

  Our system is set up to process orders as efficiently as possible, and they will often process and ship within the hour.  Our fast free shipping is one of the advantages of shopping with American Musical Supply, and we take pride in being able to get orders to our customers as quickly as possible.  Once an order has been approved it is picked for shipment, and at that point we are no longer able to make any modifications to the order.  At the time you called to request the cancellation your order had already processed beyond the point where we would have been able to cancel it.  We would have been more than happy to cancel the order if we had the ability, but that just was not the case in this instance.  

  Regarding your claim that we have provided you unsatisfactory service, I am confused what would have left you with that impression.  I have spoken to you on the phone personally, as well as responded to your numerous BBB complaints, which prompted me to review your phone interactions pertaining to each situation.  I have found no grounds for these claims, and I stand by the service we have provided.  

  Customer Answer

  Date: 07/10/2025

  
  Complaint: 23567997
  
  I am rejecting this response because: while I can understand that mistakes happen this mistake was regarding a 3000 guitar. Not cheap by any means then when I call for help Im treated as if Im bothering them.  They had no problem taking my money. So I still want the guitar but every time I call for help I get a different representative with a different answer.  I just want what I paid for. Over night it once you get it back.  Ive been patient and dont think Im asking too much.  Thank you
  
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 07/15/2025

  You seem to be conflating 2 different situations.  This particular BBB complaint is pertaining to the order you wanted to cancel due to over extending your payment method, but that we were not able to cancel.  Your rejection here is referencing the reroute situation.

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/05/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased a 3500 dollar ****** guitar from this company a few days ago and I paid for the order in full only to find out the salesman **** sent it to the wrong address and I had to call fed ex and the company to make them aware of this lost guitar and nobody knew where it was. It was shipped via fed ex to *********** ******* and I live in *****. The salesman never confirmed the shipping address with me. As usual the only thing they do right is take your money. I spoke to a supervisor named ***** who said they were working on getting the shipment re routed to me at my proper address. Totally unprofessional and poor customer service. Its the salesmans job to make sure he confirms the address on the order he takes from his customers. Now I got a very expensive guitar lost and nobody knows nothing. The supervisor asks me why I called back?? I said cuz Im upset and under the circumstances I think I have a right to be. I want to speak to someone in upper mgmt. 3000 dollars gone. And I dont know what my options are at this point

  Customer Answer

  Date: 07/08/2025

  The order numbers are as follows r311730 and r3101746

  Business Response

  Date: 07/15/2025

  Hello, ****!  I'm assuming this complaint was submitted before our phone call on Friday, 7/11/2025.  I see your guitar is out for delivery as of this morning, so you should have it at your doorstep between 1:05 PM and 3:05 PM.  I also just called to follow up and left you a voicemail.  Please let me know if there are any further issues, or if you have any questions.  I'll be happy to help however I can.

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/23/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I tried to buy a guitar from this business and I wanted to put it on a 6 pay plan with 6 monthly payments being made till the guitar was paid off. My salesman **** told me everything was fine and that if there was a problem he would call me. He never called me. The next day when I went to check on the order they switch me to customer service cuz I wanted to check on the order. **************** transferred me to the credit department and a lady answers the phone and tells me the order for the guitar was canceled because of a debt from 2015. 10 years ago. I told her that I was in bankruptcy and all of that debt was discharged by a judge in bankruptcy court as I filed a chapter 13. I have since re established credit and have a good credit score and own my own home and am a veteran (disabled). So I am highly offended that they treat me like a criminal when they still expect me to pay a 10 year old debt that was discharged in bankruptcy 4 or 5 ago. Again Im not a criminal. This lady didnt want to hear it. She said the debt from 10 years ago would have to be paid before I could buy anything from them on a payment plan. I could only purchase if paid in full. My lawyer says its illegal to do that because credit beaurus are not allowed to put old stuff like that on reports. Your credit score is based on your recent credit history. Not 10 years ago. Theres also a statute of limitations. Its the principle here. To be treated like a criminal just isnt fair especially for a 10 year old debt. I have sent information to my lawyer requesting my bankruptcy papers so they can see them. I have no reason to lie or make up stories. Deeply disappointed in a m s. They lost a loyal customer. I spent a lot of money there

  Business Response

  Date: 05/29/2025

  It looks like there was an old flag on your account that caused this, but I see that you have since had orders process and ship out.  Your account should be good to go at this point.  We apologize for this error, and please let us know if you have any further issues.

  Customer Answer

  Date: 05/29/2025

  
  Complaint: 23371319
  
  I am rejecting this response because:while I can still purchase items.  They must be paid in full at the time of purchase. I was told by a lady in there account and credit department I am not eligible for their payment plans (6 or 12 months) which I just dont think is fair.  I filed bankruptcy approximately 4 to 5 years ago and all my debt was discharged in the bankruptcy by a judge. So for them to say I cant make a 6 pay or 12 pay based on a 10 year old debt that no longer exists just is not right. Thank you. 
  
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 06/03/2025

  We have since cleared that flag from your account, so you can place orders on our payment plans again; however, they will be subject to the fraud and credit check system, so we can't guarantee approval.  The system will no longer be looking at the previous flag on your account, but things such as your credit score, among other factors, will be evaluated by the system.

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/10/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I bought 2 guitars from this company approximately a week or so ago. I paid 550 plus tax on each guitar and dealt with a salesperson named **** who was nice. I call back today to buy a similar guitar. Same series. Brand. Etc etc. the sales person this time was a guy named ****** who was a little abrupt and rude and wanted to sell me the guitar at a higher price like 580 I believe. When I asked him why it went up he couldnt answer except to say it has a different sku#?? Makes no sense. Its the same series guitar. In any event I told him I wanted to be at 550 plus tax of course. A reasonable offer in my opinion. ****** refused saying Im sure **** will tell you the same thing. How does he know? Ive already spent a lot of money there and just want the same price I was offered on the other day 2 guitars. Im more than happy to spend my money elsewhere if I have too but its the principle involved here. They will lose a customer and blow a sale over 50 bucks?? *********************** graduates they are not. In any event. Disappointed

  Business Response

  Date: 05/14/2025

  Hi, ****.  I see you have a new order placed with **** as of around 7:30 PM last night.  You should receive the tracking information later today.  Are you still dissatisfied with your experience with us?  Please let me know if there is anything I can help with.

  Customer Answer

  Date: 05/28/2025

  
  
  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. I rectified the situation.  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Monday May 1st, I was charged over $600 from American Musical supply without making a transaction. When I called to have the charges reversed, *****, the finance manager, said I had a previous balance from orders placed over a year ago, while I wasn't even in the *************. ***** was then extremely rude and insulting when I tried to explain it was fraud. He called me a liar and other various names before telling me he can't wait to tell my bank how terrible of a customer I am. I called my bank to reverse the fraudulent charges and will never be shopping with them again. ***** needs to be fired for his blatantly racial insults. I have the conversation recorded.

  Business Response

  Date: 05/02/2025

  I have listened to the 3 phone interactions you had with *****.  He made no mention, indication, or implication of anything pertaining to race.  The conversation was entirely focused on the outstanding balance on your account, which we verified based on a matching name, address, phone number, and social security number.  We collected the money from your account to satisfy the outstanding balance.

  Customer Answer

  Date: 05/02/2025

  
  Complaint: 23273245
  
  I am rejecting this response because:
  ***** threatened to slander me to my bank. Moreover my identity was stolen and all these charges are fraudulent. I later spoke with a supervisor who was helpful and didnt try to threaten me like *****. He said he couldnt wait to tell the bank about the fraud I committed which is untrue and threatening. 
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 05/06/2025

  Yes, when you stated you will be disputing the charges with your bank, ***** did say that he will tell them the history of your customer account with us.  That is standard procedure when a customer disputes a charge.  The institution contacts us and allows us to provide our side of the story.  

  I am glad to hear you found your interaction with the other supervisor satisfactory.  If this is indeed a fraud situation I can definitely understand how this could be a frustrating situation; however, from our perspective, we have several different matching pieces of information indicating that this is your account.  At this point your best move will be to get in touch with the authorities to pursue any potential fraudulent use of your information.

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased 2 guitars from this business and in my opinion they are engaging in deceptive sales practices. I spent over ******************************************************************************* gig bag when at the time of sale I was told by **** and **** that they did in fact come with a bag. This kind of turned me off on doing business with this business. I dont like being told something they think I want to hear just to make a sale. I spoke to *****. *****. And ****** in customer service who were telling me not to worry that they could reach fed express and have both guitars re routed back to them and they would expedite my refund to my card. When I check the tracking information on my end it says they are scheduled to be delivered to me tomorrow so they still have not sent me a return label to send it back. So if I am home I am forced to just refuse delivery and return to sender. I told them several times I need a label. I still dont have 1. They cant have everything there way. Its a huge inconvenience for me to take both packages to **** They are not the only ones with jobs. I have things to do too. I am within my 45 day return window. I just want my money back and then I dont have to do business with them again. They are not honest. I want my refund

  Business Response

  Date: 05/06/2025

  Hi, ****!  I am the **************** Manager, and we spoke about this issue last week.  Can you please help me understand the reason for your complaint?  First, I would like to inform you that we confirmed that these guitars do in fact come with gig bags, so the information provided by the sales **** was correct.  They were not trying to mislead you just to make a sale.  Practices like these may look good initially, but do not benefit the sales *** or the company in the long run, so there is no incentive to deceive our customers.  I also see that both guitars have been processed as returns, with your refund issued as of 5/1/2025.  I also see that you have placed a new order with us as of 5/6/2025.  After our phone call last week it seemed we were on good terms, so I just want to make sure all your concerns are addressed.  We genuinely want you to have an outstanding experience with us.  Please let me know if there's anything further we can do to help!

  Customer Answer

  Date: 05/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I ordered a bass guitar from American Musical Supply on 3/29/25. I made a small modification to it, but customer service asked me for pictures. I sent the pictures, and the next day I was told I could return it. I did that. Then I received an email from ***** indicating I had a package coming from American Musical Supply. They didn't reach out to me, they just shipped the bass guitar back to me. I called and they told me they won't accept the return due to the modification. I was misled and tricked.

  Business Response

  Date: 04/30/2025

  Hello!  After reviewing the phone calls and emails from this situation I have not been able to find any indication that we approved a return on this item.  In your initial phone call the representative told you to send in pictures for review, but did not authorize a return.  We are not able to accept returns on items that have been modified.  Since a hole was drilled in the guitar we decided to send it back.

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 12/09/2024 I placed an order for a ****** 724CE guitar. Without my authorization or knowledge and *after* taking payment, American Musical initiated a return and intercepted the package delivery.

  Business Response

  Date: 12/13/2024

  Hello!  Yes, it looks like we found a discrepancy between the account info and the social security number provided for the 18 pay plan.  To further discuss your options it will be best to contact our ***************** at ************.

  Customer Answer

  Date: 12/13/2024

  
  Complaint: 22681995
  
  I am rejecting this response because:
  
  The discrepancy was resolved over the course of four hours of phone calls, and was repeatedly confirmed as such prior to charging and shipment. *** shipping and charging after these repeated confirmations then claiming it was a mistake and reversing the shipment on day-of-delivery is at best horrible business practice and more akin to fraud.
  
  Regards,
  
  **** *******

  Business Response

  Date: 12/18/2024

  The consistent swapping of social security numbers resulted in your orders being flagged in our fraud and credit check system.  We have received the item back, processed the return, and issued your refund on 12/17/2024.

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I called this business to inquire about a guitar I was interested in and reached a representative named *******. He was rather rude and abrupt with me over the phone when I asked him to send the numbers we talked about on the phone to my email so if I called again and got a different agent they would know what Im talking about. A normal request I think for customer service to do. He refused saying very rudely and abruptly that they cant do that any more. Thats nonsense. Every body on other musician based websites Ive tried and who were a man of their word sent me the offers and the numbers we talked about on the phone to my email so I would have a reference if I called back to order. Not good customer service at all. Disappointed

  Business Response

  Date: 12/05/2024

  Hi, ****!  Sorry to hear your experience was not satisfactory.  I will certainly review that phone call, and I will address it with the agent accordingly.  I have also arranged for one of our veteran sales agents to give you a call to see how we can help!

  Customer Answer

  Date: 12/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I ordered a guitar pickup from this company on 10/19/24. I received it in packaging that simply slides open so there was no broken seal etc. I slid the box open and looked at the item but did not test it in my guitar because a friend of mine has the same item and we used his as a test. I didn't care for the sound quality so contacted *** to initiate a return. I was told that the item was not returnable because it was opened and because the item is not returnable. This surprised me because the fact that it was not returnable was not clearly posted on the listing in the website. The customer service person pointed me to a tiny icon on the bottom of the listing entitled, "special conditions". If a customer clicks on it, it notes that the item is unreturnable if it is opened. So my complaint is threefold: 1) If an item is unreturnable to a vendor that emphasizes easy returns, that fact should not be hidden and accessible only to those who "click through"; 2) Since the package was unsealed and the item unused, it is as new and should be returnable. If I had lied about sliding it open to look at it, it seems they may have authorized a return. But since I was honest I am being penalized. 3) Finally, this was my first experience with this vendor. I normally buy from other large musical supply retailers - both of whom would have quickly authorized a return under these circumstances. I appreciate your assistance in this matter.

  Business Response

  Date: 11/18/2024

  Hello, *****!  Sorry to hear about the situation with trying to return your order.  While the agent communicated our policy correctly, I believe this situation calls for an exception.  I have set up a return authorization for you, and you will be receiving an email with a *** label soon.  Please write Return Authorization #******* on the shipping box.  After we have received the item and it has been checked back in through our returns process we will issue your refund. If you have any questions you can respond directly to me here, or you can give us a call at ************!  We'll do our best to answer any questions you may have!

  Customer Answer

  Date: 11/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** *****