Ishibashi Music - Shinjuku — Local services in Tokyo

Unfair and Discriminatory Treatment at Ishibashi Shinjuku Store

On September 29, 2025, around 5 PM, I visited the Ishibashi Shinjuku Store with a friend. Our purpose was to purchase several Fender guitars from the 1990s, and we planned to buy a total of four guitars (including one Custom Shop model).

However, during this process, I experienced extremely unpleasant treatment from a staff member.

While I was testing one of the guitars, I accidentally pulled the cable slightly when standing up, which caused a small amount of noise from the amplifier (the volume was around level 3–4, so it was very quiet). At that moment, A staff approached me with a blank expression and said something in Japanese. Since I mainly speak English, I politely asked, “Could you speak a little English?” He responded with an annoyed facial expression, waved his hand dismissively, and walked away without saying anything.

About ten minutes later, after deciding to purchase four guitars, I noticed that the neck pickup of a red guitar was set unusually low. I approached him again with a smile and politely asked, “Could you adjust it a little higher?” He turned to me and said coldly, “Only if you buy it. Otherwise, no.”

From his tone, facial expression, and attitude, I could clearly sense a bias or discriminatory attitude toward foreigners. I felt deeply disappointed and uncomfortable.

I immediately asked to speak with a manager. He pointed to a colleague and said, “He’s the manager.” That person was Mr. XX. I explained the situation to Mr. XX using a translation app. He instructed the staff to apologize, and although I did receive a superficial apology, I remained calm and went ahead with purchasing all four guitars as planned.

However, afterward, I noticed that Mr. XX did not seem to take any further action to advise or correct the staff behavior. I could even hear laughter on the sales floor, which I found highly inappropriate and unprofessional. It showed a lack of seriousness toward proper customer service.

I have been a long-term Ishibashi customer and have purchased more than ten guitars over the years. Having lived in Tokyo for six years, I greatly respect Japanese culture and manners and always try to behave politely. As a senior manager at a global company, I also understand the importance of professionalism and fairness in customer service.

I am not seeking compensation. My only hope is that Ishibashi Music will take this matter seriously and strengthen staff training to prevent similar incidents. Discrimination—based on language, nationality, or any other factor—should never occur in a respected music store like Ishibashi.

I share this experience sincerely in the hope that it serves as an opportunity for future...

tl:dr I would've given this place a great review and walked away with a guitar, but was met with an extremely rude staff.

I walked in, and a cream strat caught my eye immediately. It was listed at 90,000 yen and had beautiful relics. The first staff I talked to about it was wonderful, tried his best to help me. I saw it said '62 and was wondering how could a '62 strat be sold so cheaply. He assured me it was an original, not a reissue and it's just been modded. I was ok with that, and asked to try. About 15 minutes later, cue the rude staff (RS). Came and asked if I wanted it, and I had a few questions. I asked if the guitar was listed at the lowest price or was it inclusive of tax, and he literally shouted at me "no discount". I was taken aback as I have yet to encounter someone shouting at me in Japan. I kept calm, and asked him if this was an original 62 and he said yes, all the while frowning at me. (he was frowning since I arrived at the store. I checked with my fiance if I was playing terribly or loudly she said no. For reference, I was playing through the Yamaha THR-II with the master at about 9o'clock, soft blues etc)

I noticed there wasn't a serial behind the headstock, and no fender logo anywhere to be found on the tuners. The pups also had DiMarzio on them. So I ran the serial and found the listing online, stating it was a 1991 62 reissue. No biggie, I would still like to buy it after finding out more. I asked RS if the tuners were original, and where was the serial. RS proceeded to very loudly and obviously annoyed and yanked the guitar from me, and said the serial was on the backplate. At this point I decided it wasn't worth the effort to talk to him and proceeded to...

Truly impressed with the professional service rendered by Ishibashi Music staff (both Shibuya and Shinjuku outlets).

I was first over at Shibuya outlet and was attended by Morita-san. When the guitar that my son desired was out of stock, he went the extra mile to call the other outlets to check on stock and found one (last piece) available at Shinjuku outlet. He offered to have the guitar brought over to Shibuya outlet and that I could pick it up in two days time. I decided to go over to Shinjuku outlet instead and Morita-san made the arrangements to reserve the guitar while I made my way over. Throughout the whole exchange, Morita-san was very patient and friendly with me even though I could barely speak Japanese. Truly impressed.

Upon reaching Shinjuku outlet, I was attended by Tanaka-san who promptly brought me to my reserved guitar. He was also very friendly and helpful. Doing checks with me to ensure that the guitar has no dins or dents. He also gave me a lot of assurance that the guitar will be well-packed with proper bubble wraps when I told him I am checking in the guitar onboard to be brought over to Singapore. Even used a Gibson carton box as he said the box is thicker and offered better protection. I am touched by the effort that Tanaka-san took to pack the guitar and even made a little handle for my ease of carrying.

Ishibashi Music definitely won me over with their amazing staff and impeccable service. I am definitely coming back here again on my next Tokyo trip.

Thanks once again to Morita-san and Tanaka-san for playing such a big part in helping my son obtained his dream guitar. He was...