I recently purchased a synthesizer from Billy Hyde Music Nunawading during their Black Friday sale, selecting the "Click and Collect" option after seeing that one new unit was listed in stock and multiple available "Online". Before making the trip, I called the store to confirm the item was new, and they assured me it was as ex demo models are clearly marked on the site and not counted as stock on the site. After driving over 50 kilometres to collect it, I was greeted by the staff member who recalled our conversation and went out back to grab my item. After 10-15min and what looked like a concerned conversation with another staff member, I was handed a visibly used display model. It had scratches, no box, and box tape stuck to the unit. They didn’t even bother to clean or dust it before presenting it to me. When I raised these issues, the staff rudely insisted the price I paid was for a display model—despite the listing and invoices clearly stating it was a new item. I was then backed into a corner, with the staff essentially telling me it was "take it or leave it." To add insult to injury, I was dismissively told, "You're still getting a good deal." This behaviour not only violated consumer rights but also blatantly contradicted their Black Friday sale promise on their website: "BLACK FRIDAY - Our pricing displayed is no gimmicks, no 'was/now' tricks - just straight-up, already discounted deals!" Their actions showed a complete lack of integrity and respect for customers. Misleading advertising, unprofessionalism, and the outright refusal to resolve the issue made this experience utterly unacceptable. Even when I asked to speak with the manager, he refused to come out and address my concerns. After refusing to accept the item, I reached out to their online team who acknowledged the error, however after asking to be provided with the item I paid for which was for a new unit, they claimed it is no longer available and cannot be ordered therefore nothing can be done, They even laughed at my concerns. I will never shop here again, and I strongly warn others to avoid this retailer unless you’re prepared to risk being treated in the same dismissive and unethical manner as soon as something goes wrong. This is no longer the respected business it once was. It’s a shame they have turned an iconic name into what is now a disappointing shadow of its former self, characterized by misleading practices, poor customer service, and a lack of professionalism.