ComplaintsforSheet Music Online

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company operates under different names, perhaps to avoid the shadow of all the ways they have been caught out for scamming customers under different guises. This complaint pertains to an order placed with americanpianocovers.com for a steinway keyboard cover on March 18, invoice no. ******** and the transaction amount was charged to my credit card immediately. No shipping or tracking information was provided. A few weeks later, we looked back on the invoice and realized that the invoice did not have a street name, and proactively reached out to '*******,' the only line to customer support since the other number provided goes to a third party warehouse and almost always goes unanswered. We do not hear anything back until mid-April, with some vague explanation about the 'tote bags' being held up by the manufacturer for 2 weeks, in line with the same phony story I've seen across customer complaints reporting similar issues. It is now the end of april and we are leaving the country, and have sent multiple requests for a full refund- we have called, sent two emails to '*******' to no avail. This business is an absolute scam and we have zero confidence in the possibility if receiving a refund without engaging a third party arbiter.

  Business response

  05/05/2023

  The customer was notified that there was a delay from the manufacturer of the tote bags, and that it would be a couple of weeks until we received the products. Unfortunately we can still run into some supply chain issues. The request for a refund was received Friday afternoon. We are closed on the weekends, so the full refund of $60.98 was issued on Monday morning when we returned from work. I am sorry the delivery time frame did not work out while the customer was in the country.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an online $430.00 credit card purchase for a Duet Adjustable Piano Bench with Music Storage, order number RC8937, on February 2, 2023 based on this vendors website stated delivery estimate of 4-7 days. The vendor has claimed the funds for this transaction but has not shipped the item 1 day before its estimated delivery date. Review of the BBB Complaint history indicates this is a common problem with delivery performance. I have been communicating with ******* of Jansen Piano since yesterday and ******* has not been prompt to update me. An email he sent me I received about 2PM today stated he is waiting from a returned phone call from Jansens warehouse as to when *** will pick up my order from the warehouse. This is a consistent complaint the Jansen company is clearly not interested in avoiding. I have disputed the charge from my credit card company and advised ******* of this dispute and advised him not to ship.

  Business response

  02/14/2023

  This customer was issued a full refund, and the shipped package is being rerouted back to us. As noted to the customer, I was out of the office that afternoon dealing with a family medical emergency, and was not able to contact *** to find the time they were coming that day to pick up the shipments (just letting him know *** would be showing up that day--they do not always provide a time frame). The piano bench had already shipped, and I let the customer know we would contact *** and have it sent back to us. We do our best to answer emails as quickly as possible, which is usually same day or within 24 hours.

  Customer response

  02/15/2023

   
  Complaint: 19368606
  
  I am rejecting this response because:

   

  I will watch my credit-card statements over next billing cycles to see if the charge I disputed with my credit card company is resolved in my favor as promised by the business. 
  
  
  The fact this currently BBB rated 2/5 business is excusing this current failure to please a paying customer by a family emergency is another indication that the business is in denial and will continue to run foal. 
  
  
  Instead, The business could demonstrate a commitment to improvement by delivering what I suggested in my original BBB complaint based on my and previous customers experience as being short of reasonable expectations. 
  
  
  Those suggestions were to correct your website shipping time estimate based on actual capabilities, and change your business processes to address complaints that indicate the complaints are systematic not incidental. Document those changes in your BBB answers and then watch your complaints drop and customer enthusiasm climb!
  
  
  Despite my risk of being presumptuous let me be specific regarding possible process changes that would compensate for family emergencies (this is just one of multiple processes the business is deficient):
  
  
  -modify your website delivery estimate from 4-7 days to instead  what your current data review of time lapse from order acceptance to order delivery.
  
  
  -Dont charge customer accounts until items are picked up by shipping companies. Customers will be less apt to complain.
  
  
  -Your customers do not like the businesss current responsiveness to communicationlisten and make changes instead of excuses!
  
  
  Changes like 
  
  
  -engaging a third party service to accept and answer customer inquires when emails and phone calls cannot be promptly returned by the person normally responsible.
  
  
  -having your email system modified to stop blocking customer emails if they email you 3 times in the same day. Who does that?
  
  
  I look forward to seeing your BBB answer to this complaint to document process and website wording changes.
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a $400 piano bench from this company (they also own grandpianobench.com and jansenpianobench.com). When I was interested in making a purchase, they were very helpful and easy to contact, with much information about the various benches they sell. They convinced me to purchase the certain bench I ordered, with a guarantee as to its quality and durability. After 6 months of use (one time weekly) the bench collapsed under the pianist using it, having broken in an irreparable way. I have contacted them ***** times in the past 3 months, sent multiple emails, and left various phone messages. My goal is to talk to them about the guarantee and to set up a repair or replacement. The one time I talked to a representative (around April 15), he said that he'd look into it and contact me again soon.I saw that they list being BBB members on their website, and so I am reluctantly making this report in hopes to remedy my situation.

  Business response

  09/06/2022

  We've worked with the customer and the manufacturer, and the manufacturer has agreed to send a replacement part for the piano bench, which the customer has agreed to. We do apologize for not seeing the emails. As noted to the customer, if you send multiple emails in under two minutes to multiple email accounts, the email system believes its spam and blacklists you--so unfortunately we did not see them. We are glad to be able to resolve the issue, and hope you continue to enjoy bench.
  
  
  Thanks, 
  
  ************;
  

  
  

  Customer response

  09/07/2022

   
  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,
  
  ***********************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nov. 10: Purchased piano cover. $******, Order ref. #**********. Paid with credit card. Jan. 04: Emailed "brandon" with an inquiry on the status of my order. Received reply Jan. 04 stating the cover was at the embroiderers, with explanation of delay at embroiderer due to covid, with expected delivery in 2 weeks. Feb. 12: Requested an update by email, after calling the telephone on website (504-794-9696) at least 10 times with no answer. No response to my email. Mar. 8. Requested an update again. Suggested I would contact BBB re: this order as I had lost confidence I would receive it. Mar. 9 received a reply with option to cancel embroidery . I replied if unable to complete order for embroidery in two weeks to just send cover without embroidery. Mar. 9. Received UPS tracking number. Mar. 30. Emailed Brandon asking for status as no change in UPS tracking (label created step only). No response. April 8. When checking on tracking several times since March 9 and today, UPS tracking has not moved beyond "label created" stage. no package has been sent. Today I sent email requesting a cancellation of order and a refund. Major points. At every juncture Brando was respectful and polite. But the long periods of no response to my inquiries, unresponsiveness to the phone and the delays (with what could be valid or could be delay tactics) and no follow-up communication has led me to lose confidence that I will ever receive my order. In addition, I really need this cover for my ******** * piano. Because of several factors, the piano is at risk of damage without this cover. I have given ample opportunity to fulfill this order. Email string with Invoice available on request. Note: This company states on its website that it is a member of the BBB.

  Customer response

  04/12/2022

  Better Business Bureau:

  Re: Case # ******** (Sheet Music Online [American Piano Covers}) On April 8, I emailed Brandon to request a refund. He responded the same day. He issued a refund (confirmed) to my credit card. Thank you. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with American Piano Covers, seems to be a sister company of Sheet Music Online, on 4/28/21 for a piano cover for a C3 Yamaha piano. The website indicated shipping would be within 10 days. On 5/14/21, I made an inquiry since I had not heard anything regarding my order. Brandon replied on May 15 that "Current cover production time is approximately 4 weeks. Unfortunately, things are a bit behind after a Covid shutdown, but everyone is staying late and working hard to get the covers out as quickly as possible." 6/10 - I requested an update. Brandon replied on 6/18/21 that he was out of town with a family emergency but would contact the maker to get an update. Later on 6/18/21 Brandon replied "Hi Michael, I heard back from manufacturing. They said the cover should ship early-to middle of next week. Kind regards, Brandon -AmericanPianoCovers.com" Still no cover despite several follow up emails. On 8/5/21 I requested the cover by 8/13 or a full refund. No reply, no refund

  Business response

  10/02/2021

  The customer was given a full refund for their order. Unfortunately we were not going to be able to meet their deadline with the requested delivery date, so a credit was issued and the order cancelled.

  Customer response

  10/05/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the refund for failing to deliver the product. I do not agree with the company in terms of not being able to make my "deadline". The order was place on April 28, 2021 and as of Aug 10, 2021 despite several emails between July and August, which went unanswered by the company, requesting a delivery date the company. The company's site indicated product should ship in 10 days. The reason I contacted BBB was that this company was not answering my emails and left me no option other than hoping BBB would be able to obtain a refund for lack of delivery.
  
  Sincerely,
  
  ******* *******

  ***Attachment(s) redacted by BBB staf***

• Initial Complaint

  07/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife, *****, and I ordered a piano cover from American Piano Covers on 3/24/2021 for a Kawai grand piano and were told that the material was delayed. Now, 4 months later we still have not received our cover and no response from a recent email inquiry about our order from Brandon. We were charged the full amount of the cover $187.00 immediately. Invoice Number is ******** as a reference. I would like a refund of our money or a date that the cover will be finished and shipped.

  Business response

  08/03/2021

  We've attempted to reach the customer multiple times at both the "*****" and "*****" email addresses, and have not received a response in regards to verification of the delivery address, or if they prefer to have a replacement cover sent or refund issued. As we have not received the response, a full refund has been issued.

  Customer response

  08/10/2021

  
  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,
  
  ***** ******

• Initial Complaint

  06/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a piano cover for our Baldwin BP152 on October 27th, 2020. Invoice # ********** is attached. Brandon promptly wrote me back to state that the material, Brown Heavy Duty Mackintosh was out of stock and had a four month backorder. I continued to follow up on the backorder. Brandon would respond within 24 hours. On June 1st, 2021 I emailed Brandon and asked him to cancel the order. I did not receive a reply. On June the 3rd and on June the 4th I emailed Brandon again asking to cancel the order. I have not had a reply. I have called multiple times only to receive a busy signal. All I want is to have he order cancelled and my money returned.

  Business response

  06/17/2021

  Good afternoon Mr. ***,

  I apologize for the delayed response--my father, who does the bookkeeping for the business, had a massive stroke and heart attack, and I've been out of town and doing my best to work remotely, but I'm struggling to keep up with emails.
  
  I see in my father's notes he had down to issue you a refund, but it does not look like it was completed before he was hospitalized. The credit card companies only have a 90 day window for issuing credits back to the original card you paid with. At this point, I can issue you a check for the amount owed. Can you please verify who the check is to be made out to, and the address you would like it delivered to?
  
  Again, I am sorry for the delay, things are quite the mess over here at the moment.
  

  Customer response

  06/21/2021

  
  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,
  
  ****** ***

   

  ***Attachment redacted by BBB staff***
  
  

• Initial Complaint

  06/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Showroom Dollie J-4025 and a Jansen Jack-in-the-box Piano Raiser on April 28th and never received the products. On May 28th, emailed this company for a refund and after not receiving any confirmation I called them on 6/1. Someone answered the phone and said they would refund my money since there were no shipments. I received an email on that same day 6/1, that I would see my refund on my CC. It's 6/7 and still no refund. I sent an email today (6/7) to determine why I've not seen my refund and Brandon asked that check with my bank. There is really is no rocket science to a refund. Even a small vendor using a CC payment device on their cell phone can refund a transaction in a matter of seconds. I just want my $525.05 refund immediately.

  Business response

  06/11/2021

  We have been in communication with Mr. *******. The customer was issued a refund on June 1st at 10:26am, for $525.05 to the **** credit card. The refund transaction receipt was also sent to him at 10:26am. I did call our bank when the customer asked for verification, and they confirmed the money was deducted from our account June 1st at 7:06pm.  The refund was issued and the money was transferred--we have copies of all bank documents if requested.

  We asked Mr. ******* to contact his bank, as that is what our bank instructed us to to have him do. As they noted, all banks are different. For some, it can take multiple days for it to show up in your online account, but at any time you can call the bank and verify the transaction. We of course are happy to help the customer out in any way, and have previously emailed him letting him know if he bank needs anything from us on our end, please let us know and we can work with them.
  

• Initial Complaint

  05/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a piano cover from AmericanPianoCovers.com, paying over $300 for a cover to fit my piano. The order went through and I received a receipt, but no shipping information, and now, three weeks later, no piano cover. Like the other customers on here, the telephone number on the website, ************, shows up as "Sheet Music Online," and only gives the busy signal when called. Like the other complainants, I also tried emailing the given email address, "*******************************" - but have so far received no response.

  Business response

  06/11/2021

  We've emailed Ms. ****** 4 times and have yet to receive a response regarding her cover, so there may be some email communication issues here (I would recommend you check your spam folder if you have not received them). As noted Ms. ******, there were a number of issues with the order you submitted: We’re unable to fulfill your request of double checking the size of your piano with no information other than it being a ******. Additionally, we would not have a template for a ****** piano, so we could have made a generic cover, or you could have mailed in a template for an exact fitting cover. Finally, you are located in Canada, but selected the free shipping option in the checkout instead of the shipping to Canada one.

  As we have not received a response and you issued the complaint, I went ahead and cancelled your order and issued you a refund. I am very sorry this did not work out. We are doing our best to work with our customers and get the orders out as quickly as possible during Covid, and it seems like there may have been some email issues happening here. Please let me know if you have any other questions.

  Customer response

  06/16/2021

  Hello *******,
  
  I appreciate the refund, it has appeared on my credit card, and that resolves the current situation.
  However I would note that your communication has been less than professional after I ordered the cover, and I suggest that you improve this if you don't want people wondering if you are a shady business.
  What you wrote here is incorrect: you did not email me four times, you emailed me once. (Yes, I know how to check my spam folder, and no, it does not work differently during covid.)
  I selected your business because you had thorough information on your website, but after I ordered the cover on May 10th, although I received an automated confirmation of payment, I then heard nothing further for two weeks.
  On May 24th I tried to reach you, both by phone and email, requesting a tracking number, wondering where the cover was and when I could expect it. I tried to call you multiple times, but the phone number on the website is always busy (as others here on the BBB noted), and actually it shows up as "Sheet Music Online" - as does the given address on google maps (**** ** *** **** *** ********* ******). I gather that you are operating this business out of your home, and presume that the manufacturing takes place elsewhere.
  On May 27th, after no response from you, I looked up your business again online, and found others' complaints on the BBB site, who had the same issue with their orders as I did. So I too submitted a complaint. Only after that did  I hear from you.
  Here is what you wrote:
   "Unfortunately we do not have a template for a ****** piano. We can make a generic cover for the piano, though we cannot guarantee how well it will fit (pianos can have different curves, so the seams may not line up). You could also mail in a paper template of the top of the piano, and we can make a cover based off that. Please note both covers would be custom made and could not be returned. 
  If you want the generic cover, we will need the exact length of your piano. When measuring your piano you want the longest possible measurement, including the piano keys—so you measure from the very front of your piano to the tail end of the piano.
  Additionally, I see you are located in Canada, and selected the free shipping option. As noted on the webpages, our free shipping prices are set for the United States. Shipping for the piano over would be $40.00 to Canada. Shipping for the key cover is $14.95.
  Please let me know how you would like to proceed.
  
  
  Meanwhile, on the BBB thread, you wrote:
  
  Thank you for email. Current cover production time is approximately 4 weeks.
  Unfortunately, things are a bit behind after a Covid shutdown, but everyone
  is staying late and working hard to get the covers out as quickly as
  possible.
  
  
  The things you wrote should all have been communicated in advance on your website:
  1) that selecting the generic piano cover still is considered a custom item that cannot be exchanged
  2) the price for shipping the key cover to Canada, and that this is a separate shipping charge from the piano cover (and actually more expensive than the key cover itself)
  3) that cover production time will take approximately 4 weeks, and how long shipping will take after that
  4) how to make a piano shape template on paper ( - would one trace it? I don't know anyone who has a sheet of paper the size of a piano. I imagine the easiest would be to use a cloth sheet, or to take many measurements and approximate them.)
  
  Furthermore, and most importantly, you should have a working phone number and respond to emails in a timely fashion so that it is possible to ask questions and receive answers without involving the BBB. 
  
  Your website makes it look like you have a lovely piano cover business, but all the communication post-order has been sorely disorganized at best, and judging from the other reports on BBB, I haven't been the only one put off. Wishing you a good recovery all the same.
  
  Sincerely,
  
  ******* ******

   

  ***Attachments redacted by BBB staff***
  
  

• Initial Complaint

  04/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 04/19/2021 I ordered (Invoice # **********) a Kawai Grand Piano cover (Kawai 5'10" , Heavy Quilted Black Mackintosh, with side slits), and a Hammond Organ Cover (B-3, Heavy Quilted Brown Mackintosh), for a total of $663.00. After receiving no shipping information, on 04/26/2021, I call the company several times throughout the day using their number on their website (503-794-9696). The phone was always busy. I then, on the same day, sent an email (through their website) voicing my concerns. Their website said I would have a response within 12-24 hours. To date there has been no response. I also attempted to contact them today, but again, the phone was bust. I would just like my money back. Thank you for any help you can give.

  Business response

  05/17/2021

  We emailed the customer on 3 separate occasions: on 4/20, 4/25, and 5/, but never received a response. Additional information was needed about the Hammond organ, in order to make a proper fitting custom cover. I do notice the customer provided a different email address to the BBB than the one used for the order. We have been emailing "****************************." The customer may want to check their spam folder in case they are not getting the emails.

  I am sorry for the issues with the email. We have issued the customer a full refund as requested, and I have sent the customer an email to his updated email address, letting him know the refund has been issued and the order canceled.
  

  Customer response

  05/23/2021

  
  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,
  
  ***** *********

*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. ↩