Name: Musicroom
Address: Newmarket Road Bury St. Edmunds, Suffolk
Rating: 1.88

“Invoice/Order Number: 2.20.248334 TLDR; wrong item shipped, no refund several weeks after they received back incorrect item despite asking several times. Only refunded when escalated claim to PayPal. Full story: Ordered a Casio PX-S1000 on 23 June. Several in stock. Ordered processed and shipped on 24 June. So far so good. Everything following that was a disaster: 1. Delivery driver left at entrance. When I collected I find the wrong item was shipped - a Casio CDP-150. 2. Contact support who arrange replacement and collection. Now not in stock with 30+ day lead time. Not sure what happened to the one I ordered? Ask for return and refund. 3. UPS not collected by 3 July. Check tracking says they tried. No card. Call up and they say they will rebook. Two days later still not rebooked. Call up they say they are missing returns label they will print off and book. Collected 9 July. Back with Musicroom 10 July. 4. By 26 July still not refunded. Contact Musicroom who say "they will get this done quickly". 5. a week later still no refund - open case on Paypal (31 July). 6. On 1 Aug receive email from Musicroom support saying my query has been closed as I have not requested anything further. Still no refund. Reply saying my 'query' is not complete as I have not been refunded. 7. On 3 Aug response saying will be refunded within 2 days. 8. On 5 Aug advise I will escalate to PayPal unless refunded by end of day. No refund. Case escalated. 9. On 10 Aug PayPal find in my favour and am refunded. Near 6 weeks to get money refunded after an initial mistake on their part. Even if you count from when they had the item back this was outside of the legal timeframe for refunds. Understand if it is a customer messing them around, but when they already messed up to start with they continued to not show any regard for their customer.”

Helpful Report

Posted 4 years ago

“I sent numerous emails (12), made half a dozen phone calls, finally after 41 days I received an email to tell me there wouldn’t be any stock available until August and and that completely contradicts what I was told previously in mid June!! (Was told it had shipped by MR support) This keyboard (Korg minilogue) Was ordered on the 27th of May 2020 it wasn’t until today seventh of July 2020 that I was eventually told it’s not expected until August. Now if I had been told this in mid May that I’d be waiting until whenever in August We wouldn’t of ordered It and paid as I did,My partner had ordered this for me as a birthday present,.I won’t get on my birthday now because of this messing around when I spoke to a woman today (Katherine Molineux) there was barely an apology absolutely no urgency to rectify the situation Apart from offer refund,you have 10% bad feedback on on this website haven’t looked else where yet. Completely unprofessional I should’ve been told weeks and weeks ago that this wasn’t available it has caused considerable stress to my partner who has paid for it on PayPal as we were both worried that the goods have been lost as I was offered No shipping details and very limited information the whole time this was going on.a massive thumbs down from me definitely won’t be using you again and I will advise all my musician friends to go elsewhere and steer clear Order number 2.20212064”

Helpful Report

Posted 4 years ago

“I sent numerous emails (12), made half a dozen phone calls, finally after 41 days I received an email to tell me there wouldn’t be any stock available until August and and that completely contradicts what I was told previously in mid June!! (Was told it had shipped by MR support) This keyboard (Korg minilogue) Was ordered on the 27th of May 2020 it wasn’t until today seventh of July 2020 that I was eventually told it’s not expected until August. Now if I had been told this in mid May that I’d be waiting until whenever in August We wouldn’t of ordered It and paid as I did,My partner had ordered this for me as a birthday present,.I won’t get on my birthday now because of this messing around when I spoke to a woman today (Katherine Molineux) there was barely an apology absolutely no urgency to rectify the situation Apart from offer refund,you have 10% bad feedback on on this website haven’t looked else where yet. Completely unprofessional I should’ve been told weeks and weeks ago that this wasn’t available it has caused considerable stress to my partner who has paid for it on PayPal as we were both worried that the goods have been lost as I was offered No shipping details and very limited information the whole time this was going on.a massive thumbs down from me definitely won’t be using you again and I will advise all my musician friends to go elsewhere and steer clear Order number 2.20212064”

Helpful Report

Posted 4 years ago

“Absolutely hopeless. I returned some music two months ago sent special delivery and recorded by Royal Mail as being delivered back to Music Room. Two months later the manager has agreed to a refund but with 3-5 days delay. I have sent countless emails asking for my money back. Not good”

Helpful Report

Posted 4 years ago

“The item I bought was indicated as in Stock and ready to be ship in 24 hours. So I order it. Nothing indicated it was a "special order" (it was a normal soprano ukulele). Since the shipment didn't happen I wrote them about my order and estimated shipping time. It happens that the ukulele WAS NOT available and I should wait 3-4 weeks to have it, because it was a "special order". Since I couldn't wait this long, I asked to have my order cancelled and have my payment IMMEDIATELY refunded (through Paypal, the same payment method used in the order, and that should have an INSTANT refund). They cancelled PROMPTLY my order but have NOT ISSUED MY REFUND!!! I wrote to 2 different e-mails addresses giving the transaction number and asking for my refund. So far all I got is SILENCE. If I don't get refunded or been given a satisfactory answer till the end of the day, I WILL open a case on Paypal to have my money back. BE AWARE, their products with GREEN STATUS are NOT available and to their excuse they will claim your order is a "special order" so you have to wait A LOT to have the GOODS. This behaviour is incorrect and even more preoccupying when they agree to your request and PROMPTLY cancel you order but DO NOT REFUND YOUR MONEY! DO NOT BUY HERE!”

Helpful Report

Posted 4 years ago

“If i could give it zero I would, purchased a book which contains a link to register it, that link didn't work so emails to Musicroom, creators of the book to register with and then further email to musicroom basically nothing, useless buying the book since you cannot register it, musicroom responded with an email address that doesn't get responded to and finally musicroom now doesn't respond to emails”

Helpful Report

Posted 5 years ago

“Ordered Sax. reeds, need them urgently,no music shop near me. Money taken with order. After18 days-no news so I enquire. Immediate reply--unable to supply, will reimburse. I ask: a) why take money for goods not in stock? b) Why so long without informing me---If I hadn't enquired, how much longer would they have left it? c) absolutely no attempt to suggest another solution, such as another make of reed etc., support totally negative. As you can see I will not be using them again.”

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Posted 5 years ago

“Delivered my sheet music quickly and they are always friendly and helpful”

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Posted 6 years ago

“good service - quick and reliable”

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Posted 6 years ago

“Efficient. Quick delivery. Very good for harp music.”

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Posted 6 years ago

“Have purchased several instruments, sheet-music and other musical supplies from the shop in York. The staff is friendly and helpful, and has a great selection on offer spread over three floors. A+!”

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Posted 7 years ago

“They always have the music I am looking for. On one occasion the book I ordered was not what I thought it would be, the return was easy to organize and the money bank in my account without any hassle”

Helpful Report

Posted 7 years ago

Musicroom Reviews