Music & Arts

Been waiting for this place to open to return my sons trumpet. Says they open at 11am, but nobody is here. Try calling and there's no answer and no way to leave a message. Frustrating.

Very friendly and helpful staff. Sai (not sure how to spell it) has fixed guitar issues I've had multiple times and took the time to explain what was wrong so I could fix it myself next time the issue arises.

Went today to help my cousin to buy a digital viano for his kids since I play piano and have enough experience.
The guy promised us with a great deal on the phone and then in the store he said the deal is for the display piece then when we refused that one he said he doesn't have more and need to order. We accepted the order but he said he can't give the same discount!! We told him let's get the display one but only if it has no defects. He promised it has no defects but we started to find scratches and dents. He refused to discount it for the defects we found taking advantage that we really need the piano as soon as possible. Very bad customer service!!!
I'm not happy with that kind of selling service and if it was my decision I wouldn't buy from that guy!!

This is a complaint about their billing department. I'm honestly too exhausted to provide every detail but the short version is their billing department needs a serious overhaul.

Their customer service reps aren't on the same page. Each rep tells you a different thing.

The credit card that I used to pay the monthly charge was hacked and I had a new card reissued. Of course this coincided with the billing date and a payment was unable to be processed even though I called to alert them and provide the new number.

No phone call was received from them. The first notice I get is from their collections department. Yes, collections. I spoke to someone and they said they would reverse the late fees as a result of the situation and my attempts to inform.

A month later, I discover "there are no notes in our system about this", you still owe these fees and your account is delinquent. I just wanted a zero balance at this point and had given up trying to get anything from them so I paid in full.

Lastly, the last day of my daughters school year was 6/13 and my billing date was 6/10. I explained I would return the violin on 6/14 and they informed me that was ok because there was a 4 day grace period. Guess what? I return the violin and June's charge was on my account. I call and they say it's a 3 day grace period and "there are no notes that you were told a 4 day grace period". So I guess now I'm a liar. Ok. They say they will request a credit but can't guarantee. They never called me back to inform me of the status.

I just called again and the lady cut me off and said "there is no grace period". I asked if I could please finish explaining so she was up to speed and she said "you can call back" and hung up.

My daughter will need an instrument in the next few years and I will NEVER EVER EVER use Music & Arts.

UPDATE 3: The saga concludes (hopefully). My case was successfully logged with the Office of the Attorney General (OAG). The OAG informed me that Music and Arts failed to respond. You can use this as evidence that you reasonably tried to resolve the dispute amicably, and Music and Arts' ignoring the OAG weakens any future attempts they might try against you. Tip: when communicating with Music and Arts and Credit America, ask them for permission to let you record the conversation. It gets you way better customer service and they take you way more seriously. I now have agents of both parties (each with their own permission granted to me) admitting they understand that this whole fiasco shouldn't have happened, that I provided notice to Credit America disputing their false claim, that I reported their irresponsible behavior to the OAG, and that Credit America says it isn't going to be doing any collecting. Maybe Music's phone agent Patrick gets fired next like how former Burke manager Colin might have been (disclaimer: I don't know what happened or will happen, and this is merely my speculation based on Colin's sudden disappearance). I do hope that Music and Arts doesn't retaliate against Patrick and that they stop harassing their customers. Whatever the case, these phone recordings are just additional evidence to form an airtight defense. I'll provide a further update if they send another fake debt collection letter, but I sincerely don't want to waste any more of my time fighting them. It's getting to the point where even I feel embarrassed for Music and Arts.

UPDATE 2: I called the Credit America "debt collection" agency that Music and Arts used. The Credit America agent says that the service they provide is just sending letters on behalf of Music and Arts--they are not part of a true subrogation (i.e., Credit America doesn't have the legal right to collect any debt). This is contrary to what the letter explicitly claims, so this seems like, as I suspected, a fear tactic. If you find yourself in this situation, contact your Attorney General. Someone did so two years ago and got it resolved: https://www.oag.state.va.us/consumer-protection/complaint/search/21898936108 - search for Music and Arts. I'll be contacting the Attorney General today and let you know how it goes.

UPDATE: Music and Arts returned the money to our credit card company and then created another bill with a direct charge on us to bypass credit card protections and used a debt collection agency. Strong-arm tactics not knowing that I'm actually an attorney. Will fight this and further update on how to counter Music and Arts so they can't pull this stunt again on other people.

Shameful business. Tried to cancel an order because it was weeks late with no updates. WARNING: when canceling an order, the company will provide no confirmation. I ended up taking a video of myself making the online cancellation because this smelled fishy. Calling the hotline, they said they see the cancellation but will not provide anything written to me. They suddenly shipped it 4 more weeks later (leaving the product in the middle of my lawn instead of the doorstep). I immediately loaded the huge box into my SUV and returned the product to the physical location, and they say they can't provide me a receipt but promised we will see the return on our credit card within two days. Ended up taking pictures of the box and manager "Colin" in the store as evidence of my return. Called weeks later to ask why I don't see any credit return yet,and was told Colin no longer works there. At this point, I'm quite convinced this company is shady and not trustworthy. Maybe they fired Colin because he let me take pictures of him and my return. Good thing I had all my evidence because one month has passed and they they still haven't processed my return. My credit card company is helping me dispute against these fraudsters, but that's because I was prepared with my evidence. I hope others do the same too if they decide to take the risk of doing business with Music & Arts.

Initially our rental from them went great, but then when we had some issues with billing. The store couldn't/wouldn't do anything and the customer service on the phone was terrible. They were rude, would not explain the issues, and would not call back when we requested to speak to a manager. Unfortunately would not recommend.

Horrible service, returned a violin on 6/20/2017 and I am still being charged. Called the 800 number and they are useless. DO NOT RENT FROM HERE.

Great service, friendly knowledgeable staff. We are currently renting two instruments and the service has been fabulous. Highly recommend!

Hannah was wonderful with our young daughter, teaching her the violin so patiently at such a young age! Would recommend her to anyone!

Customer service was awful. None of the employees seemed to want to help me out. When I finally got someone, he was apparently the only one who could ring customers up so I had to wait while he did that and the rest of the employees seemed to be doing not much else. Finally had to leave without getting helped because it was taking too long. I have 3 kids that play/will play instruments and they lost out on all those rentals/sales. Will never go there again.