Name: PMT House of Rock
Rating: 2.03

“I ordered a Yamaha keyboard online after speaking to an advisor in their Cardiff store. The keyboard cost £1,299 which I paid on my debit card. The keyboard was delivered the following day as promised. However. It wasn't suitable as it didn't have the built in speakers I required. I wasn't aware of this when placing the order. I returned the keyboard to the Cardiff store two days later and chose another. The new keyboard was £338 cheaper than the original but I was gobsmacked to be told that I couldn't have the refund in cash but would have to spend it in the store! I am 75 years old - why would I want to spend an extra £338 on items I do not need? I have taken this up with their main Customer Services section only to be told this was their policy. Also, I was told the new keyboard could arrive the following day. Following a phone call I was advised it would be delivered tomorrow - three days later than expected.”

Helpful Report

Posted 1 month ago

“Called up the Cardiff store to ask for a list of all the left handed guitars in stock, staff member refused to do that because 'they're dotted around the shop randomly' (at 12pm on a rainy Tuesday this struck me as nothing short of lazy). I expressed my disappointment at this because LH guitars are hard enough to come by and I'm looking for a step up in quality and the staff member then suggested that I should switch to a right handed guitar and just give up on being left handed if that was the case. Having played for 20+ years left handed I was taken aback by this ridiculous suggestion and couldn't believe that a supposedly trained staff member of a music shop would actually say something like this and not be joking. Suffice to say I won't be shopping with PMT again after that, which is immensely sad as its one of the last surviving music shops in Cardiff but from what I've seen from other bad reviews negative interactions with uninterested and incompetent staff seems commonplace. A real shame!”

Helpful Report

Posted 7 months ago

“Visited Cardiff PMT yesterday, went to have a general look around and look at a potential new guitar purchase. I came away very disappointed and felt ignored from the moment l entered. The staff were more interested in talking amongst themselves than acknowledging customers. Shame really as this type of experience only pushes people to purchase their instruments online and from other stores.”

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Posted 10 months ago

“Stay clear of this company. It states a 14 day refund. They wouldn’t refund for headphones”

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Posted 1 year ago

“If I could give a negative number of 'stars' I would. Sold me almost £4000 of equipment which could not ne delivered on time. Assured me that only one item was unable to be delivered and offered a part refund. Then they called to say the full 4k had accidentally been refunded and could I pay for the items again. I did this. The amount was debited instantly and the refund takes 30 days. I'm now 8k lighter and still have no equipment as it turns out that it couldn't be delivered on time. I asked for a refund for the other 4k and I apparently have to wait! Worst customer services ever. I'm so angry!”

Helpful Report

Posted 2 years ago

“Boss RT20 pedal from their eBay store described as: "in great condition, with some surface wear, includes original packaging". The pedal arrived in bubble wrap, with a hole drilled in the base and screws missing, it's obviously been messed around with. bought on 14 October, its now 27th October, I have no refund and have been really messed about and inconvenienced by PMT”

PMT House of Rock 1 star review on 27th October 2022

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Posted 2 years ago

“Bought a brand new electric guitar and it was out of stock, I only found out because I called for another thing. I exchanged it, with a more expensive colour and it arrived chipped, a little dirty, clearly used. The band label on the wood was also faded away. They kept saying that the guitar was new, I asked for an exchange but the customer service could not guarantee that future item would be brand new. I got a refund in the end but pretty gutted. I used another online guitar shop, happy days!”

Helpful Report

Posted 2 years ago

“Ordered a B stock Nord electro 6d so I… Ordered a B stock Nord electro 6d so I expected maybe No box/instructions or even light cosmetic damage, But when it arrived the chassis was actually bent on the front rail leading to the very back chassis and a key was broke and side cheek damage. After a argumentative telephone call I gave up and Pmt gave me £50 cash back, Totally unacceptable but you live and learn. Never again. And this is the second issue I have had with delivery and Pmt in the last 6 month”

PMT House of Rock 1 star review on 9th December 2021

Helpful Report

Posted 3 years ago

“I had nothing but the worst experience with this store. I ordered a guitar for next day delivery, it arrived the week after, and it was damaged by the courier. Collection for replacement was a nightmare and took ages. I only got the replacement guitar after waiting for a long time. And the replacement item was okay but looks like an old stock as it was very dusty. Customer service were unapologetic and seem to not care at all. Will not do business with them ever again”

Helpful Report

Posted 3 years ago

“Sent used guitar as new it was also faulty and missing part and sore no problem with this stay well away”

Helpful Report

Posted 3 years ago

“Ordered the guitar, I was waiting for it a month and it came chipped . Still ignoring me and not responding.”

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Posted 4 years ago

“Goods ordered after seeing them in stock online. Email confirmation received. No goods after 5 days. Called customer service. Received a email to say they had been out of stock and the website was wrong. They have refunded me, so i now have to wait for my money to return. Nice one PMT. Sort this out, how many other people suffer the same when they dont have the goods in stock. What a complete shower you are.”

Helpful Report

Posted 4 years ago

“Terrible customer service regarding a return. Ignored emails, misinformation when finally contacted then followed by more ignored emails. Really bad.”

Helpful Report

Posted 4 years ago

“Shocking. Ordered a Pioneer controller 10 days ago. Chased it at the end of last week to be told it was on back order. Called them yesterday to find out where it was, only to be told someone would call me back. They didn't. Called again today only to be told they have an issue with Pioneer and don't know when they will be getting it. Item should not be advertised on the website if you can't get it. Yet you've taken my money.”

Helpful Report

Posted 5 years ago

“Shocking!! Ordered a Pioneer controller 10 days ago. Kept checking website to see update of the order, all it said was in progress... I then rang at the end of the week to get an update only to be told that it was on back order. Rang yesterday was told someone would call me, surprise surprise, they didn't. Called them today and have been told there's a problem with Pioneer and no one has got these items anywhere and they don't have an eta for it? Feel totally fobbed off.. Will not use again.”

Helpful Report

Posted 5 years ago

“Absolutely shocking company. Purchased Epiphone guitar which had accessories missing. I have contacted them 5 times, no explanation received. I suspect that they sell sub-standard products, and ex-demo stuff. After-sales service in non existent. Be warned, stay away from this company!”

Helpful Report

Posted 5 years ago

“Purchased an amp which when delivered was faulty. Was collected and returned to shop. Took a month to get replacement which became faulty after a few weeks. This was sent to manufacture for repair and came back fine. Few months later same fault returned so it was sent for repair. Came back from repair within 48 hours and was still faulty. PMT claimed fault was normal, but an independent amp tech who see video of fault said it's not normal. PMT still claimed it's normal. After contacting trading standards PMT agreed to give me a new, sealed box amp. When it arrived the box wasn't sealed and label on box was torn off but I could read some which stated it was a different model to what I had. Upon opening box there was no cables or manual as a new amp has and trying amp this one was also faulty and tubes were worn out. Looking inside thru backplate it was covered in dust so clearly a ex demo model that's been in a dusty shop and use lots to burn out tubes. PMT claim they opened a new sealed box to test amp, if so whys it not original box with cables and manual! They also say faults are normal and it's end of story from their end, so I've wasted £1,429. Trading standards and my solicitor have been informed about my order and the staff at shop. Don't buy anything from PMT! If it's faulty your won't get any help.”

Helpful Report

Posted 5 years ago

“Purchased an amp which when delivered was faulty. Was collected and returned to shop. Took a month to get replacement which became faulty after a few weeks. This was sent to manufacture for repair and came back fine. Few months later same fault returned so it was sent for repair. Came back from repair within 48 hours and was still faulty. PMT claimed fault was normal, but an independent amp tech who see video of fault said it's not normal. PMT still claimed it's normal. After contacting trading standards PMT agreed to give me a new, sealed box amp. When it arrived the box wasn't sealed and label on box was torn off but I could read some which stated it was a different model to what I had. Upon opening box there was no cables or manual as a new amp has and trying amp this one was also faulty and tubes were worn out. Looking inside thru backplate it was covered in dust so clearly a ex demo model that's been in a dusty shop and use lots to burn out tubes. PMT claim they opened a new sealed box to test amp, if so whys it not original box with cables and manual! They also say faults are normal and it's end of story from their end, so I've wasted £1,429. Trading standards and my solicitor have been informed about my order and the staff at shop. Don't buy anything from PMT! If it's faulty your won't get any help.”

Helpful Report

Posted 5 years ago

“Do not use unless you want to be royally mugged off, they do not care about anything other than money.”

Helpful Report

Posted 6 years ago

“Applied for a job at the Southend branch some months ago after being a customer for many years. Was invited to a interview which I attended before time. After a interview with the manager I was told I would asked back for another one. After waiting for a week I sent a email asking about the status of my application and received no reply whatsoever. After attending a interview!!! I understand that I may not have been successful but no reply regarding my application or response to a email regarding my application is appalling. I was a loyal customer for many years having bought from not only the current shop but the one on the London road. I will never be going back again after being treated with total disregard and will be advising other musician friends to follow suit. All that was required was common curtesy but it seems that that is too much to ask”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Live Chat, Telephone

PMT House of Rock Reviews