Long & McQuade Musical Instruments

I've attempted to buy three items online from long and mcquade, and have only had one positive (mostly expected) experience. The first one was I bought something online and it was taken but the transaction still went through. This was in the middle of the night pass closing time but fair enough. Recently however I order a used guitar from a location in Edmonton. The guy called the next day and everything was good. The day I am going to get the guitar, I get a call from an employee at the store saying everything is good but they need me to confirm the serial number they accidentally were selling two of the same model but everything is OK with my order. I tell them I will call them back when it arrives to verify the serial number. The guitar finally arrives, and its the wrong model. I call back and wait about 20 minutes and they tell me they can refund me. I had to ask about the original guitar I purchased for an employee to tell me they sold it in store, and it sounded like it was after my purchase. I then had to drive to the nearest location to return the guitar to get my full refund. I am glad I got all of my money including tax and shipping fees/insurance, but what a waste of time caused by sheer incompetence. Learn to manage your inventory. I am going to try and stick with local independent music stores more, don't go to long and mcquade, they know how big they are and they really do not care about your experience.

Unfortunately I have a hard time setting foot in that franchise. They can't seem to hold onto knowledgeable staff most likely due to the terrible wages. Taking in guitars on trade that are problematic to begin with. It's like they just throw up anything on the wall and put a high price tag on it. Had a few guitars that I wanted to have them check over (one had a glaring issue with a poorly cut nut)….nope they didn't fix it at all. They raised all the repair prices to unreasonable levels. Some of them are better than others but in the current climate……I'll shop online. I've had better luck and better prices via Amazon, smaller online shops ect. Unless it's a Brick and mortar that really brings the service to you, big box stores like L&M are a dying, bloated, corporate Dinosaur. No thanks I'll save my money and get better pricing and service elsewhere.

My husband ordered a battle base case from Long and McQuade in Tillsonburg. He went right to the store to make sure he was getting the right one and even took his instrument there for them to see. They measured his instrument and said the case they were ordering would fit. My husband suggested we leave the case there but staff member said no we were allowed to.
The case came in so we went out and got it and took it home and lo and behold the case didn't fit so we took it back the same day that we picked it up. That measured the guitar and told us that it would be the right case and he only wanted to give me back portion of the money he wanted to rip me off of $75 for restocking fees. I told him and personally told him what he could do with himself and grab the guitar and said that I would sell it myself. I said to him that you said it was the right one you even measured it.
My husband was livid. He went in with a case and he had a few choice words to say to the guy too. The manager happened to be there and he said why didn't you leave your guitar there and I said we wanted to but this guy here said we were allowed to And I told him that we measured it when the car was there and told us that it was the right fit for the case back a little over 200 that we paid for the case the case in total was 247 so therefore, we got ripped off for $47 that I believe, and everybody that I've talked to says That we should've got the full price back it was their fault not ours. They were the ones that told us it would fit. They measured the guitar when we had the store. They wouldn't let us keep the guitar there so that when it came in they could see that it was the right one or not at fault fault we a lot of business but I guarantee you as sure as I'm speaking into this and it sure as I'm typing this message I will never step foot in your store cid:CF*******B-FF5D-4F55-A265-C5AD9525E507

I am truly disappointed. I ordered the guitar I wanted middle of December and by end of march they still didn't have it for me. After numerous times of calling they kept giving me false delivery dates. I could have and and should have gone somewhere else. I should have called this off way sooner. The customer service was terrible. They never even apologized for the inconvenience. Complete waste of my time. No body even placed the order until a month later. I am not a happy customer.

I bought a Mapex aqua burst drum kit and decided to order 2 additional toms.
Pretty simple right?
Nope...

Not only did I have too pay 100% of my order in advance, I'm sitting at about 7 months and counting, with nothing.
Not only do they not know where my order is, they don't seem to have any way of finding out.

I would expect a company the size, stature and reputation of L&M to have better relationships with their suppliers.
Or at the very least, be able to do better by their customers in these instances.

This is unacceptable, moving forward ill prob order from Tom Lee in Vancouver and have it shipped to Nova Scotia or drum boutiques online.
Because it's easier and much faster.

I understand L&M isn't exactly known for being drummer friendly, but common.

Everytime I walk into the Surrey Store I feel like no one is happy to help with anything. No one knows much about products.
Customer service sucks and Worst is their attitude. They are like Zombies

When I got to the store and asked to look at the instrument that the website said was in stock (rental). He simply refused to look for it because he said there are about 100 at the back to look through. Its not my problem that they are not organized and not monopolizing there employees to make sure everything is organized. I said to him I phoned during my lunch break and the lady I spoke to said to come down and have a look at the instrument before purchasing, which I did. He was all mad because I decided to wait until he found it. NOT A HAPPY CUSTOMER AT ALL.

They charge you shipping coast if you buy from another province when you return it. I bought the guitar from Alberta and shipped to b.c and I found fingerboard not completely finish and noise from volume control. When I was return to local store they said it's not defect they can fix it but I wanted return it coz don't want to fix the new guitar and they charge shipping fee. Horrible policy.

I went into Long and Mcquade in Sudbury yesterday with my son and all I have to say is we had the best costumer service from a young guy in there named Jordon, he was so helpful with everything, I honestly had the best costumer service ever from Jordon and I was very disappointed when I went to a different store and expected the same kind of treatment for costumer service and never received it, thanks Jordon for all your help, we will be back, Cathy and Tyler D

I know there a retail store, but there expertise and interaction with paying customers is horrible

They dont actually care to answer your questions and provide terrible service with what they say is expert knowledge
For a place that advertizes customer service and expert knowledge on their products they arent any good at either

I've never been more disrespected by an employee of any company. Rude staff and terrible attitudes. The people act and behave life pawn Shop they treat you like garbage. I've bought several guitars and amplifiers from long and mcquades. I won't ever visit them again.

I have visited a few Long McQuade stores; however, the Brampton store has the best customer service. The staff are very-very friendly and helpful; especially the store manager. One same transaction that I had difficulty with another Long McQuade store was resolved fast and easily by the manager of the Brampton store. This is my go-to store now for any musical needs. Thank you for your great service!

Thought L&Q were bigger than this! I was buying a used guitar from them and they agreed to take in an instrument of mine as trade to reduce their sticker price. Victoria front desk manager said they would give me $126 off the price for my traded in instrument BUT as I went to pay he said as they would only get $70 back from the 126 value so $70 is all they would give me off the price of the used guitar I was buying from them(?) Didn't they just state they would take $126 off their sticker price? (Now just $70!) What a sneaky & slimy move and THEN he had the balls to ask if I also wanted to buy their extra extended warranty of their USED guitar(?!) Felt screwed over and treated like a gullible idiot. BEWARE of trade in value given tricks. Very disappointed in L&Ms sneaky gouging of this good customer. Will not take my business there again. WATCH for their shell game/greed dance at the till! Hurts to be treated like a laughable fool. Lost me with that stunt L&M! Do NOT feed this shark!

I've never been more disrespected by an employee of any company. Rude staff and terrible attitudes. Practically got jumped by three workers for turning on a speaker. I've bought several guitars and amplifiers from long and mcquades. I won't ever visit them again.

On Thursday my wife and I went to your Surrey location on 104th i can not express in words how impressed I am with the excellent customer service we recived I had to get a new peg and sting installed.it was done quickly and the service man tuned it up and even polished it we alos bought some other stuff and the service man answered any and all quistions we had. There are other stores around that should take a page from your play book with there customer service I will continue to tell anyone that is interested in any products or equipment you sell to try your store first. I am just so. Impressed with the service.

I'm the Principal Trombone of the NAC Orchestra in Ottawa. I recently had an issue with damage done to a trombone that I needed in order to complete a recording with the orchestra. I got in touch with a Master Repair Technician, John Chambers at the Kanata, ON location. He took my call immediately and, after explaining my situation, he invited me to drop off my instrument as soon as I could that day. Within 3 hours he had not only fixed the major dent on the slide but completely overhauled my trombone. I was very impressed with how he dealt with my problem in such a timely and professional manner. He was an excellent listener, very personable and extremely skilled. I want to commend the entire staff of the Kanata location. My shopping experience has always been a positive one. The staff are courteous, patient and helpful! I had also rented, then bought an electric guitar and amp for my son. That too was a very pleasant experience. I feel very fortunate to have such a service in my city. Thank you, John Chambers for saving the day for me! Thank you, Long and McQuade.

31st August, entered the Danforth Rd Land M. Paking $3000. 00 in cash and ready to make a purchase.
I asked to take a LP Tribute into the sound room, tyned it, play it unplugged (I already know what it gonna sound like) came out of the sound room, my required mask was down off my nose. A silly brat sales guy yeled at me across the entire establishment; hey, we wear a mask here! In front of a dozen spectators! I asked him If I could set the guitar down here on a table and I did.
THEN I WALKED OUT. There was NO Need to make a spectacle so I decided to walk.

Long and McQuade is the Walmart of Canadian music stores. I've never once stepped in a Long and McQuade excited to spend money; these shops are a necessity in my general life when the competition is even worse than they are. Between broken strings that they won't refund on the date of purchase (because it's my issue to resolve, apparently, not theirs to shrink), instruments they tell me aren't available for rent but I see someone renting the exact instrument from the exact same shop, the abysmal customer service, horrible buy-back program (they screw you when you sell it back to them, then screw the customer who buys it), disgustingly overpriced merchandise, and a repair department that generally cannot set up an instrument as well as I could at the age of 15, Long and McQuade will never receive my money again.

I will go there to try things out, but I'll find a dealer as local as possible to spend bring in what I want. I will find local repair guys, and I'll set up any of my friends' instruments for free.