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    The Music Loft

    4.3 (6 reviews)
    Open 3:30 pm - 7:30 PM

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    Response time

    10 hours

    Response rate

    100%

    Services - The Music Loft

    Musical instruments and teachers

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    Music & Arts

    Music & Arts

    3.4(15 reviews)
    4.5 mi
    $$

    This company is awful, just awful!!!! This is my first experience renting an instrument, so I had…read moreno clue what to expect or how in-demand my child's instrument would be, so I decided to initiate a rental agreement early in the summer to hopefully guarantee securing my child's instrument for the school year. I completed the rental online on June 30th, paid the first month's rental fee, and I followed my child's music teacher's instructions to choose a "Fall Delivery" of the instrument, rather than an immediate delivery, and have it sent to the school. Much to my surprise, as soon as I submitted my rental agreement, I began receiving several emails indicating that the instrument order was being processed and then was shipped to the school despite my choosing "Fall Delivery". I immediately began calling customer service and no one ever answered. I called several times a day, throughout the day, for several days. When I called, I was kept on hold for at least 30 min, sometimes up to 1 hr 15 min, with no one ever picking up the phone. I used the "contact us" form on the Music & Arts website several times, with no one ever contacting me back. I get an email on July 2nd stating that my child's instrument was delivered to the school. I still try to call Music & Arts customer service, because this is a real problem and I am pissed off by now because 1) I asked for "Fall Delivery", 2) it is delivered to the school in the summer, 3) no one in customer service is taking my calls, and 4) I have no idea what to do because I do not intend to be charged rental fees when I did not order the instrument for a delivery so early and have no intention on using it over the summer. I then go to my local Music & Arts store to speak to an associate about my issue. What started out as a wonderful service addressing my issue, goes downhill quickly, as well. At first, the associate seemed attentive, answering my questions, validating to me that my situation is indeed an error and they will work to get me answers since I cannot get anyone on the phone in customer service. I communicate with the associate via phone, email, or in person, just fine on July 2nd, July 3rd, July 7th, and July 9th. Over this time period, I receive 3 different reasons from the associate why my child's instrument was delivered early. 1 - Music & Arts had a system wide freeze in late June, 2 - my child's school info was entered incorrectly in your system, 3 - my child's school has a Summer Program for which instruments were delivered early. This WHOLE time, the instrument is still at the school because the associate advised me not to take possession of the instrument until they can get direction for me. After the communication on July 9th, when I ask the associate what the next steps are and how I can cancel my rental contract and initiate a refund, and here's where things go silent. I ask via email on July 10th, follow up on the email on July 14th, and July 16th. I then come to the store on July 18th and speak to the manager, who I need to re-tell this whole fiasco that I had been dealing with for close to 3 weeks. He helps me by canceling my contract when I return the clarinet to the store. Later I realize I never received my rental deposit refund and call customer service on Aug. 15th. A representative finally picks up. I explain my story, again, and they proceed to tell me that I wouldn't be getting a refund because I returned the instrument more than 10 days after its delivery and their policy states that a refund would only be granted if returned within 10 days. I tried to explain that I set it up for a Fall delivery and it was immediately delivered to the school (not my problem) and I was told not to take delivery until there is further direction for me (and which I never received) because it was not my error that the instrument was delivered in July. By now I am extremely angry and got loud with the representative. However, I immediately realize I'm in the wrong by raising my voice and I apologize. The representative has the nerve to tell me with a rude attitude that "because I am angry and yelling at her, that it is making her angry." I have a right to be angry because I want my refund and it is being denied over something that was 100% not my fault!! I realize my faults in this conversation, but customer service representatives should not talk to clients that way. Overall, this was the most horrid, time consuming, and stressful experience I have ever dealt with in a business. At this point I am over Music & Arts and I highly advise anyone looking to rent from them to run in the other direction.

    Our kids took lessons there for many years when they were in elementary school and we only have…read moregood and fond memories of this location. The staff there was generally very friendly and accommodating and the music lessons were moderately priced. Even though we don't live near the store any longer some of the relationships we developed with the music teachers still exist today and that has to account for something.

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    The Music Loft - specialtyschools - Updated May 2026

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