Gear4music

Bought a tenor ukulele in figured ash, first one had unsightly mark on the front, they organised collection and replacement free of charge, I'm quite impressed.

My experience with this company has been entirely negative.
I bought a gong stand. When I tried to put it together I realised the spanner they sent was too big for the screws. No problem I thought. I tried to use one of my spanners but it was too thick to fit the space. One of the knobs securing the stand could not be screwed into place, it just turned and turned. Called customer service and it was picked up. Was told it would be quicker to buy another one while my refund was processed. The new one arrived. Same problem. I went to two handwear stores to find a spanner to fit. No luck. I called customer service. Was told to make a video explaining the problem. I did this. Called customer service. They didn't get the video. I said they should pick up the second stand. Was then told I would have to pay for it because there was no fault. I said I wasn't paying. Basically I have a gong stand I can't put together. AWFUL COMPANY. AVOID! The photo shows the spanner that is meant to be in the box and the reality.

My review could take soooo long to write, and I prefer to be focus, cause my many problems with the company were 6 month long... I purchase a Gibson guitar from Switzerland last year 2019, during the Cite Laws, they did not make the correct paper work for that with the legal permits that have to be done in both country's, they put me in a hard situation with this negligence and unprofessional and unserious and unacceptable behavior, not only that, but also they didn't solve the hole problem! It was me after hours on the telephone with government office and more than 140 emails!, and the story go on, so I am goin to cut here and get to the point, the customer service here is one of the worst in all Europe, many of as buy or bought there cause the price, but is only a few Euros, sometimes a guitar cost there 1000 and for example at thomman 1007 ( and for saving 7 euros you can have the most expensive problem in you life) AVOID ABSOLUTELY THESE SELLER!

I bought the product on November 16th, but until today, December 03th (18 days) I did not receive anything.
I already bought the same product from another store and I ALREADY RECEIVED IT.
And a very bad after sales support!
Not recommended store!

Items aren't in stock, despite the website saying so.
My request to cancel is straight up ignored...

I have bought a few bits and pieces from Gear4Music and not had any problems. When you buy something from them and have an account you automatically become a VIP Member and are made to feel you are part of some exclusive club. It is nonsense.
This week I received an email telling me to log into my account to take advantage of the VIP SALE. The idea is that when logged in you get better prices than people without an account. As I am in the market for a new guitar I thought I would make a saving on the model I want and when logged in the guitar I want had a VIP SALE banner across so I assumed a discount would be applied at checkout. It wasnt, so I didnt buy it. Instead I logged out of my account and went back to the guitar I want. There is a price difference, a miniscule price difference of £4 or 0.47% off a guitar costing £849! This item is clearly marked as being in the sale of up to 30 off! It is just misleading. On tweeting them my concerns they said it isnt possible to have discounts on everything... but a discount of less than half a percent is just a joke! I feel both disappointed and misled by their marketing practices. I will now shop elsewhere. Oh, I also wrote to them via a contact form on their website but have received no response which is why I resorted ro twitter...
EDIT 14 Feb 2022
Gear4Music hve been in touch and have offered me a proper discount on the guitar I want so all good now.

Money taken from my account, despite items not being in stock. 14 days later, still no refund. Do not use this company.

Just find a good company who looks after there clients.
Sold a product that's faulty and all the excuses come.

Electric baby grand piano had fault waited 4 months for 'part' when eventually fitted it was wrong part and still waiting for replacement.

Ordered an Ibanez JEM, they took the money but delivered an Epiphone acoustic, so I rang them and arranged a pickup, then waited for email about the location of my actual order. Nothing, so rang again. Was told they didn't know where the order was so they had to email the warehouse. Then a few days later was told it wasn't in stock.So they had taken the money but didn't have it in stock anyway! So I gave them the benefit of the doubt ( I'm too nice) and ordered another Ibanez from them and they suggested to me they would use the money they already had to order it with, i. E. credit note on my Gear4music account. I removed my bank details off my membership account so that they did just use THAT money! Was told a few days later whilst waiting for the next guitar that I owed the money for it! Even though they told me they'd use the original money! Told the telephonist this and they said they'd go and find out what has happened as I was reluctant to pay over the phone until it was sorted their end first.( and I was suspicious of their administration by this point and was reluctant to pay anymore money!). Got the next guitar delivered, and apparently the original amount they had refunded despite me being told otherwise! So instinct told me by this point to check the new guitar over and plug in before paying... and it didn't work, dry soldering or some fault but the electrics didn't work, kept cutting out.So I returned it and didn't pay another penny. Bad admin and stock communication (my emails had no replies and they only phone you if they want money!) AND I suspect their stock is either seconds or refurbished, because to be out of stock when they said they plenty ( shouldn't be advertising them if they have none) and faulty guitars being sold at FULL price! Apparently 5 years to become one of the biggest and cheapest guitar retailers in the UK? No... AVOID... totally.

More then 3 weeks after my order, I still didn't receive it. When I ask for support, they ask me to wait some more days...

Very annoying. Took me a month to get a mono adapter. The customer service was the worst I've ever experienced.

They accepted a defective product return without ever telling me thta the plan was to repair, not refund. Poor customer service too

Purchased a guitar for my Daughter, easy site navigation, ordering simple, no issues with delivery or product, would recommend.

I believe this company is biased towards US customers. I purchased the Audient ID24 (at a discount). I spent a day and a half configuring setup only to find that the item is faulty. Maybe that explains the discount. I initiated an immediate return as per their website instructions - With the intention of just exchanging the item. I include a lengthy description of the problem. Their website states that DHL will pickup for free. That day goes by, no pickup. I contact Gear4music by email an get a response from a halfwit by the name of "Martin" who after getting my name wrong, proceeds to ask me questions as if I'm his twin idiot - Clearly more concerned about his commission than my challenge. At this point want my money back. I really wanted this to work but at the moment and of this writing, I'm sitting here looking at this package, fuming, deciding if I need to take a flight. Because at this point I think they are ignoring me. And if you knew me you would know that is the one $#*!ing thing to NEVER do!
I'll be contacting their board / investor relations next.
Parting advice: Go to Sweetwater, whether you live in the US or UK. Their customer service is impeccable.
To be fair, I am more than willing to pring a retraction if someone reaches out to me.

*** UPDATE ***

Approximately one hour later I received an email from Roger with return instructions. Apparently DHL is not the answer so they're going with UPS.
As of 11July23 I am still waiting for a refund on a package that I have returned. It took seconds for them to take my f**king money but a month for a refund? Amazon will issue a refund as soon as the return is SCANNED!

I have ordered when I lived in the US now living in Portugal I did the same, excellent service and delivery thank you keep up the good work!

Om de svarer på henvendelse i det hele tatt, har de ikke satt seg inn i bestillingen/saken, så da blir det bare tullprat... en bestilling/ett bestillings nr, kan jo sendes fra forskjellige land... avbestillinger blir ignorert uansett hvor rask du er. Ingen refusjon kommer på varer som er avbestilt å ikke sendt... langt mindre de som er returnert... ikke interessert i å rydde opp...

VARNING!
Otroligt besviken på Gear4music.
En så uselt packad gitarr så det var skrattretande. Lite bubbelplast runt huvudet men sen en i stort sett helt oskyddad gitarr i en stor, tunn kartong. När jag mailar om detta så tycker Gear4music att detta är helt i sin ordning.

El pedido nunca llego, el atención al cliente no tiene idea donde esta y no me dan respuestas.
Era regalo de navidad y no llegare para los reyes