Courier lost package and Music Store don't want to pay up because their courier failed them. Avoid this lot at all cost! So far 2 months have passed since I made payment on March 11th. This will mark my second complaint against MusicStore in just a few months. Just an edit because of merchant reply. I actually submitted the sworn declaration. The merchant simply does not understand distant trading laws. My bank have since investigated and charged back the amount as I showed the bank proof of Musicstore's negligence. Invoice number: VKRE-7620277 Order number: M006121391 read more

I created a large order from them. they sent the wrong product to the wrong address. They have not responded in 3 weeks. the last package is lost, they will not help with the delivery. And I can not send the items back for a refund until the last package arrives. They will not help with their mistake of the wrong address. the person in the store hung up the phone on me twice. TERRIBLE SERVICE DISHONEST . unprofessional. completely wasted my time and took my money.. they still offer no solution to the problem. package is still lost and i can not change the delivery options. and they refuse to. I am guessing t avoid the refund of the wrong item they sent. so frustrating.. very dishonest read more

Sehr enttäuschende Erfahrung Vor über sechs Wochen habe ich ein Digitalpiano bestellt. Nach deutlicher Lieferverzögerung kam das Instrument schliesslich defekt an. Obwohl ich den Schaden sofort gemeldet habe, wurde bis heute weder eine Abholung organisiert noch ein Ersatzgerät geliefert. Statt einer Lösung erhalte ich nur Ausreden und Verweise auf andere Firmen. Ein derart schlechter Kundenservice ist für mich absolut inakzeptabel. read more

So here's the story : I purchased a AVALON U5 preamplifer/DI at Music Store about a decade ago for ca. 500 €, and in February 2025 it broke down. I sent them an e-mail so they replied to please send in the unit for repair. They took several weeks to reply with a cost estimate of an outrageous 426 €, because "they had no technical information from the OEM and so they had to replace a significant amount of components to make sure the repair job is durable" !! Of course I refused and asked them to send me the unit back, but then they claimed 85€ for the cost of estimation & shipment back unrepaired. I had no other choice than to pay to get my unit back, which took another several weeks for them to do !! Upon receiving the unit, I brought it to a professional workshop nearby and they quickly found the problem's root cause : 1 burned resistor and 2 faulty capacitors. Parts cost : less than 3€ !! Labour : less than 1 hour. This professional workshop recommended me to replace all 24 capacitors in order to make the repair job durable. Parts cost : ca. 45 € Labour : less than 2 hours. So, in the end it cost me LESS THAN 1/4th of Music Store's claimed repair cost ! When I wrote to Music Store to claim refund of at least the 85€ for their totally exaggerated cost estimate, at first they ignored my e-mails. Upon my insisting, they arrogantly replied that they did what was necessary and won't accept any blackmail. This is absolutely outrageous : Music Store keeping some equipment in hostage for totally unjustified repair costs & cost estimate fees. BEWARE OF THOSE DISHONEST MUSICSTORE PROFESSIONAL AFTERSALES SCAMMERS ! read more

Be aware: check the Shipping Information page for your country before purchasing. Also contact store about policy for your specific product even if the shipping method is stated as Standard Shipping and free. I ordered the Roland FP-10 piano bundle (FP-10 piano, stand, and headphones) with Standard Delivery listed as free throughout the website, checkout, and in my order confirmation. After placing the order, I was unexpectedly told I had to pay additional shipping charges. Under their own Standard Delivery policy for the UK, it states that orders over £150 qualify for free shipping, unless the total weight exceeds 31.5 kg. My order (piano: 12.3 kg, stand: 3.18 kg, headphones: negligible) is well below this threshold. They later claimed that the Freight Forwarding policy applied instead -- despite the fact that this wasn't declared anywhere in my order, and that dimensions (rather than weight) were the issue, even though dimensions are not mentioned as a criterion under their Standard Delivery policy. It is a shame because I was really looking forward to buying my first piano and I thought I had found a great deal. read more

Their UPS courier left a 1k guitar on my front door step for anyone to take. I returned home, guess what? Yep, gone. Music Store brushed themselves of it and told me to wait 10 days for their courier to respond. Obviously that's none of my business. I gave evidence showing the item left on the doorstep which wasn't hard as UPS took a nice picture of it on the doorstep. What was further frustrating was that you can clearly see the notice we left on the frontdoor asking courier to call us on the phone number written. Clearly UPS or Music Store give a dam about your item or money. We will take them to court if we don't receive a refund. They just send automated messages. An update and response to their reply: You are UPS's customer and should seek compensation from them. You should not be messing customers around and getting them to wait for your courier to respond. By law, you have 30 days to refund your customers. It is your responsibility as a vendor to make sure goods are delivered safely and on time. So yes it is your responsibility! read more

Music Store - Musical Instruments & Teachers Near Me - Cologne, NW

Don't buy from them. I bought online and UPS lost the package, but claim they delivered it. Musicstore doesn't wanna take responsability and doesn't refund me. read more

Item was never received, no response to repeated emails. Paid £569 for the audio mixer. No refund issued, no communication. 45 days have passed since I ordered the audio mixer. The tracking details they provided shows the item was returned to them. They have essentially stolen my money. Do not use under any circumstances. read more

Ordered a bass guitar to Ireland. It dispatched July 25th and estimated to deliver July 28th. Unfortunately DHL online tracking isn't updating and the last update I got was that it was ready to export to Ireland. Music store website states that delivery is 3-6 days. It is now August 5th and I don't know if my delivery has even left Germany and music store have not replied to my last two emails. I strongly regret buying off music store, it was my first and last time. Horrific service. read more

Ordered via their online shop, paid but had to cancel afterwards due to unforeseen circumstances, for which I call them directly because NO response via email. There they say that the order has been cancelled, and when asked for "confirmation" by email they say that this will happen. However, at the end of the day I still have not received anything, so I call again and kindly ask for confirmation. But then they flatly REFUSE to do that with the unprofessional remark "as soon as I get the chance I will do that"... So I kindly ask why that can't just be done directly, the answer is then "YES NO BYE!" and they hang up. When I call back I notice that they suddenly DELIBERATELY put the phone back on hold when I get a connection. So I have filed a complaint with the consumer ombudsman. Unacceptable how they treat their customers, and that for no reason. Very BAD experience with them and I will just stay away from them from now on. All that hassle is NOT worth it and they should better close their doors if they can't stay a little professional. read more

bought a Fender FE1225 gigbag of incredibly bad quality, within a few months it started to literally fall apart from normal use. When I contacted them by email, they told me it was due to improper use. Complete nonsense and very easy and cowardly to handle it like that. It was not a cheap bag but incredibly cheap quality and musicstore does not want to take responsibility. Sometimes it can be factory fault or whatever, no biggy but be man enough to take responsibility... read more

Ordered on 19 February via PayPal, which subsequently played into my hands. After payment I did not receive a confirmation to either email or phone number. Which generally didn't bother me as the order was made through Paypal. After 8 days in the hope of getting information about the status of my order I tried to find a number to contact the sender and PayPal assisted me in this. I phoned to find out that the parcel had already been sent and asked for a tracking number, after which I saw that the parcel had arrived and had not been delivered, then was diverted to a collection point, on getting there I was told that in order to collect the parcel I needed a selection code which they would send me via sms, I said that this situation should not be at all, as I ordered home delivery and all I have is the tracking number, I was advised to call dhl and add the number manually, to get the selection code. I called and during the conversation I found out that this can only be done by the sender. After spending more than 1.5 hours to find out how to pick up my parcel, I called the head office - they said they could not resolve my problem and redirected me to the German shop, I was unable to get through on the number that I was given at the head office and called the number listed in PayPal explaining the situation we came to understand with dhl support, he said that dial a dhl and add my number right away. I have not yet received any text messages, I have not picked up the parcel and am waiting for an update on my case. read more

THE SERVICE IS APALLING!!!!!!!!!!!!!!!! I've made mistake in my email so I did not receive a gift voucher, been contacting them for over a week now but they are not replying on emails, not picking up phone and their facebook admin says - I cannot help you. I've asked at least give my number to the customer support - still no call. Shame on you!!!! read more

don't buy from this place,they put a incompleat address on the parcel,left out the street name and location,state and city zip code where fine,could not make delivery,my 800.00$$ parcel has been in rout for over a month,ups sent it back to them 3 weeks ago,tracked it down using the DHL tracking number it was shipped on,its back in Frankfurt Germany,118 miles south of Cologne where the store is located,for 4 days now,2 hours by car less by plane or train,they say if I agree they will send it back when it arrives at there wearhouse free shipping,likely be another 2 months buyer be ware!!! no rating... read more

I have now been waiting for 1:15 mins for two drumheads they have in stock in their warehouse.

Run from this company!! I ordered an "immediate" download of a software addon, despite the negative reviews I've read. I thought, "how bad could it be for just an " immediate download?" So, I made the purchase, expecting my " immediate download",and after almost 2 days of not receiving it, I emailed the customer service and explained I hadn't received it yet. They told me they'd look into it. Then in between the time of them looking into it, the code came. I didn't think there was anything else for me to do. So, a couple days after that, which would be today, I received a very rude email from them stating that " our records show you opened the email with the code and therefore have received it", basically accusing me of making a false claim. The correct response should've been something like," sir we show that we sent the code and wanted to make sure everything is all taken care of," or something to that affect. I wrote them back telling them the code came AFTER my email to them and BEFORE I received the code and did not appreciate being accused of making a false claim. I will never purchase from this company again. read more

Do not order from MusicStore or DV247 if you are in the UK. There delivery times are ridiculous. I ordered some mics that I needed for a weekend and they did not turn up. They said it would be 4-6 days delivery. 11 days later still not arrived and now they are saying held up by customs in Germany. There are bigger and worse things happening in the world with Ukraine, however there is no excuse for such poor service and the courier they use GLS seems very amateurish. DO NOT BUY FROM THEM IF IN UK read more

This company sucks balls! Bad contact, slow delivery and annoying dutch staff. Same experience as John D.. I've reached out to them multiple times regarding an order that was quite expensive and have still never received even anything resembling anything that would be considered a response. I would not recommend and if I could give them 0 stars I would easily do so. read more

I have bought multiple times from MusicStore and my experience has been consistently excellent. Short delivery times, products always consistent with their description on the web site, and responsive customer support. Packaging is very solid as well. read more

Just about everything you could want is here, under one (gigantic) roof! Staff are very approachable extremely friendly - while checking out digital pianos, there was complete freedom to try all the different models. The staff could provide advice and details about the differences between the pianos, and also put together a nice package. And on top of this - free delivery! But it's not just digital pianos - just about every facet of music, from performance to production to editing is covered in this multi-level building. Right next door to the Bauhaus, and a short walk from Köln Arcaden (U-Bahn: Kalk Post, S-Bahn: Trimbornstr.). read more

Music Store - Musical Instruments & Teachers Near Me - Cologne, NW

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I've reached out to them multiple times regarding an order that was quite expensive and have still never received even anything resembling anything that would be considered a response. I would not recommend and if I could give them 0 stars I would easily do so. read more

Giving 1 start because 0 starts is not possible. Music Store has without any doubt the most rude and arrogant customer service I ever encountered. They don't care about any thing after you paid. I even wrote the CEO Mr. Michael Sauer (his email is easy to guess) to complain about his employees but he did not seem to care either. Maybe if everyone with bad experiences starts writing him to complain, he will finally wake up and do something about this! read more

Terrible, terrible experience It's been a very bad experience, especially with the customer service line. So bad I had to ask if they are a legit store, I've NEVER had it this bad. They kept hanging up every time I ask about the status of my order, it's been about a month since I ordered XR18 Behringer mixer, it's supposed to be delivered tomorrow (3rd October 2021) today is 2nd, and I don't have a tracking or any detail of delivery. On their site, the status of delivery has been "in processing", but it's already a month. Every time I call, they give me a different email to send proof of payment to, I have sent more than 10 different emails to different addresses given, they don't acknowledge messages, no auto response or anything. As at today, they've instructed to email that same proof of payment to 2 different emails pa@musicstore.de and info@musicstore.de, which I've done, but no response. Even when I called back, to tell him I sent it and was going to call back on Monday, guess his response? If I like? I mean who does that? I regret purchasing from this store and can only hope I get my order, cos right now I'm sure. That's how discouragedI feel. I had to get online to check if this is a legit store, when I found this and just had to share about my experience. I really hoping they haven't swindled me off my money. With this negative feeling, I certainly can not buy anything there ever again, talk more of recommending anyone. P.S: M003059347 is the order number, and I have proof of everything said. I'm so pained right now and heart broken, hopefully my €478.50 won't go to waste Edit DeleteShare Advertisement read more

I recommend Thomann over Music Store! I've never been so insatisfied with a company in my life. I made a order (for express shipping) on the March 9th. Together with the address, I specified that I was a guest at my sister's appartment and that the name to deliver was hers. Not only that, as soon as I made my order, I sent Music Store an email explaining this situation. Everything was ok, I received an email with the tracking number and then i was reloading the page from 15 to 15 minutes, until I saw the warning "delayed, wrong address". I tried calling Music Store, unsuccessful, then I called UPS, I explained the situation, gave my sister's name, and warned them that I've put my name temporarily in the doorbell just to avoid doubts. The man told me that they would deliver it in the same day to me. About half an hour later, the delivery man called telling that he couldn't deliver it on time, that he would deliver it on the very next morning. I tried to call Music Store again, and one more time, unsuccessful try, so I emailed them. Late that night, UPS called me to tell me that they would deliver it to me the next morning. Okay, one day delay, no problem. When I wake up, early in the morning, to wait the delivery man, I track the package and then: "returned to sender". How was that even possible? I waited for business hours to call Music Store, unsuccessful AGAIN, then sent them an email to say that I would only receive the package that day. At the end of the story, I didn't get my package neither Music Store answered to ONE of my emails, I was completely ignored. I will never again buy from this store. The only reason I chose them was the "Express Shipping" option! But after days, i think express mean nothing to them... read more

I ordered a product on the 21st of February and I still haven't received it (it is now the 11th of March). It is in stock and shipping would take 1-2 working days to the Netherlands. It took about 1,5 weeks before I got an e-mail saying that I needed to fill in a 'release form'. I then asked them why it is taking so long?! I got a rude reply from customer service saying that they already send me a release form 3 times and didn't get a reply from me. I never received that form (also not in my spambox) so that is a lie! It is a matter of bad customer service. Unbelievable! Last time I will order with Music Store... read more

The worst customer service I have ever experienced. I will avoid this shop at all costs in the future.

Back in February 2019 I purchased a Behringer power mixer PMP 2000D. There was no information on the voltage of this product. Since most electronic product are 110V & 220V,I didn't think that will be an issue. No one from the Music Store bothered to let me know that this was only 220V, knowing that this will ship to USA. It took a month to receive this item. Then I had to spend more money to buy a converter to be able to use this mixer. As if all these were not enough, the mixer stopped functioning after few months. Now Music Store wants me to ship it back to Germany and pay for the shipping, which is by the way is expensive. If I payed $220 for this mixer, do you think it will be wise for me to pay $200 to ship this back. I am so disappointed by Music Store this was completly unacceptable. I do not recomand buying from Music Store. If you are in USA or another country do your research before you buy. read more

Horrible/no service. They absolutely do not answer emails. I ordered guitar amp head from their web store. Product includes very important foot switch that they didn't send. Without it you'll have to change channels from a button behind the amp. Part isn't sold separately. + quite expensive head was poorly packed and had some damage in transport. I've send four emails in their three different adresses, no answer. Stay away from this store!!! read more

Wanted to order a Sigma guitar from Music Store Professionals. Initially I needed some product information and sent them an email. Never received a response. After 10 days I placed an order online on their website. Order was accepted and feedback indicated that delivery would be in four days. As this did not happen I called the company. After a 15 min wait on the line I was told the guitar I ordered would only be in stock the following day and shipped out right then. Also, I would be notified about the status of the shipment. As nothing happened for another three days, I called again to learn that the guitar was still not in stock and there was no estimate as when this would be the case. You might not be surprised that I cancelled the order... Customer Nr. 2309396 read more

Incredible bad service. Ordered a product online. Should have arrived 5 days ago. It isn't even send out yet and I haven't received any info so far. Tried to contact them in multiple ways over multiple days and haven't gotten any response whatsoever. read more

I ordered items that suddenly increased in price once I got to the checkout. Customer service is a joke!! I then was told that my credit card ( which was actually a DEBIT card) had been refused and they wanted me to send a money transfer to their bank. NO business asks you to do this. There was no other communication from them and I went to gear4music a far superior, professional business. Avoid this scam at all costs! read more

To avoid any confusion, be aware that there are in fact two Music Store shops. The huge, massive one in Instambul Strasse and another, smaller one in the Große Budengasse which is in the pedestrian shopping area. It might not be possible to walk from one shop to another because there's the bridge to cross and it's quite a way, but I have done it often by bike in under 15 minutes. Longer if i decide to respect the traffic lights as they do in Köln. (red means "stop" in Germany, even if the road is clear!) Over ten or more years I have bought a number of things from Music Store and was always satisfied. They are highly organized which translates into exemplary service and customer satisfaction. Just recently I bought items online which were delivered to my door by a courier service, barely 3 days after I had paid. The items were wrapped very carefully and I even got a free laptop bag with my order. Delivery was free even outside of Germany but I believe your purchase has to be higher than 300 euros or thereabouts. From a guitar player's point of view I think Music Store is as good as it gets. You are free to try out anything you please and the prices are quite moderate. However before going there keep in mind that there are many makes that they do not sell: don't go there with the idea of going all crazy comparing Rickenbackers, Sadowskys or Alembics left right and center! They sell good gear, not "the best" gear. (even though it seems that they do sell Rickenbacker, I didn't see any displayed) Lastly, the staff are welcoming and friendly. read more

Musicstore has a big name and a lot off products they want to sell. But when some problem occurs, the don't respond to your emails, promise to call you back, but they won't. I stopped ordering there, because I had this problem multiples times with Musicstore, and there are enough alternatives, for the same price but with way better service. read more

Unless you are in some kind of desperate emergency, i.e. have one hour before a gig in Cologne and need a guitar cable, do not even consider shopping at Music Store. The staff have obviously been schooled in the art of evasion and will not answer a simple question with a straight answer. I went to three different departments and made very straightforward enquiries. In each case the staffer was long winded, kept me waiting and tried to direct me towards the most expensive option even when I specifically asked for the lowest cost item. It would take two or three insistent repetitions before they would finally answer the question I asked and in one case, I never could find out how much the item in question cost. The only reason I went to Music Store was because Zoom has this absurd policy of refusing to allow individuals to send items for repair directly to the service centre, insisting that they must use a retailer. Even though I was exceptionally, painstakingly clear about what was wrong with the Zoom unit and emphasized my need for an estimate before I agreed to a repair, the next few weeks of my life were a complete nightmare as I dealt with a phone system that is busy 90% of the time (who has a busy signal in 2014??), rude and uncommunicative staff and no replies at all to numerous emails, regardless of whether they were written in German or English. In the end, Music Store ignored my requirement that I get a quote for repairs and simply shipped the item COD, refused to confirm what had been fixed and added 42 Euros to the cost that had been told to me over the phone by the actual repair facility. As they consistently refused to return my calls or emails, in the end I had to get a fluent German speaking friend to persistently call Music Store on my behalf until she finally got someone to call her back. At this point their management then completely lied and hid their ineptitude behind the false banner of language problems. Despite the fact that everyone I dealt with in the store and over the phone (on the rare occasions I was able to get through) spoke perfectly fine English, when it came time to address their failings they blamed the whole thing on me and supposed language difficulties. They also acted like I didn't know what I was talking about in the diagnosis of the machine's problems and were extremely sexist, giving my friend the clear impression that they thought "dumb chick doesn't know how to use it" even though I was totally right about what was wrong and am an experienced sound engineer. Oh yeah, and the guy that took my unit at the repair workshop in the first place was extremely unhelpful and spent most of the time trying to talk me out of fixing it and instead buying something new that was way out of my price range. He also took 15-20 minutes for a transaction that should have taken 5 or less and spent much of that time ignoring me and carrying on a conversation with a pal standing behind me. But according to the store management this behaviour was unrelated to his total failure to correctly write down what I wanted fixed and the fact that I needed a price quote! I should also mention that Music Store is in an incredibly inconvenient location. I took a bus to the nearest stop and then had to walk for over 25 minutes through a desolate industrial area that was quite scary at night. If you don't have a car, or helicopter, then don't even consider going there. Since this horrendous experience I have spoken to other German musician friends of mine and they confirm that Music Store has a bad reputation and is to be avoided. I recommend going with Thomann or Rock Shop, both of whom have the same supply but feature excellent customer service both in-store and on the phone and also have great websites. read more

Beware of this shop. They sold a 3000 Euro guitar and when received it was completely scratched all over the back and sides. They have since stopped responding to emails and they have also blocked me on Facebook when I messaged them there. I can't believe a store this big can be scammers. read more

I went to the music store in the city center(Große Budengasse). Unfriendly sarcastic staff! Answer bluntly and make you feel like you are disturbing them. I would just let them continue reading their magazines and never step in there again. read more

Very huge store and good prices. But I've just had a very bad experience. I bought a voucher of 150 euros, they debit 150 euros from my Mastercard, and i've NEVER received the voucher. I tried to call several times, but nobody answered. I've sent a lot of e-mail and finaly had somebody on the phone that told me that they would solve the problem. Nearly a month has passed, and still nothing ! Don't buy anything from internet to this company. Their customer service is not serious ! read more

I bought a PINK Soloist 30th they had listed on their Website 2 months ago and never received it or my Money back yet. Anyone ordering from the USA should be careful with this Company. I have EMAILS with excuses why it never got shipped even with them offering me $100.00 for my troubles which I never seen. They even sent me a tracking NUMBER once and when I seen it never moved I asked them why? to be told they had the package sent back to them because they forgot to put all the paper work in with the guitar. read more