Madrid Hifi Showroom — Local services in Getafe

This was a bit of a culture shock for me. I have lived in Spain for 18 years now and first time I went to a music store to buy something as I urgently needed cases for 2 guitars. As I arrived, they had a "take a number" OUTSIDE the entrance and there were some 10-15 people waiting outside in the cold, as numbers were called out from inside. I was really surprised that anyone would put up with this! As it turns out, you take a number and can go in and wait your turn, you don´t have to wait outside! Once inside, it´s pretty much waiting your turn. When my number was up, I was again surprised how nice, informed and helpful a person attending was! The only problem this store has is that there is no information on how it works onsite! It would be great if they would print instructions for clients regarding the really simple system they have. It felt like chaos, no instructions. My suggestion would be "Take your turn number and WELCOME INSIDE". Spanish companies are sometimes rough communicating and assume you know how things work. I really thought at one point we would be turned back and go home empty handed after a 30min drive and a 30min wait outside. But it really is great once you know how it works. The shop assistant who attended me was incredible, efficient and incredibly polite and patient (they were closing in an hour by the time my turn came up on a Friday). I am now intrigued by this store - I would probably rather drive half an hour and collect what I need than wait for a week for a shipment from Thomann which might arrive damaged. So, a nice store but PLEASE POST SOME INSTRUCTIONS FOR CLIENTS OUTSIDE! And thank you...

I ordered a 2500 euro piano on 12 december for christmas and till today its not delivered. I am really disappointed and mad to be honest. Im calling them almost everyday for news and they keep pointing the finger at Seur. They promised me to give me a solution and also they told me it surely would be delivered before christmas and now Im here with empty christmas tree and all the time they do not respond and do not come back although they promise to do so.

Update 28-12: They still didn't come back to me, no refund, no piano, no message....

Update 30-12: they say they didn't receive the product back in their warehouse (that has been returned to them without any reason and never offered to deliver at my house) and they filed a claim at Seur, all not my problem ofcourse but they say they will not transfer my money back before they got the claim back from Seur. So now im still waiting for my 2500 euros!!!!! So besides the fact they ruined my christmas they even dont pay me my money back. Really would not advise anyone to order here.

Update 2 januari 2025:

They did not process all the returns and I still don't have a refund for something I ordered at 12 december and was never delivered to me? I did not even return it, they just never delivered. So 3 weeks later, no piano, no money nothing. And that do you call help?

Update 8 januari 2025:

They promised they refunded the piano on the 3th of januari and till today not received my money back. Also no credit nota...

good choice of well price products but disappointing customer service. Before ordering a podcast recording pack I sent a message to find out if all cables were include; in the absence of a response I assumed it wasn't the case, and of course when I got my order I had the cable in double. When raisin the issue with the customer service the response was a blunt "you can return it via the client area"; not an excuse, not an offer to reimburse the postage cost, nothing... too many companies underestimate the importance of customer service; cashing-in the clients' money is one thing, keeping them happy and willing to return and recommend the company is another...

2 years later I have to change my rating: the podcast pack included headphones. The pads are now in very bad shape and all I am told is that they are no longer covered by the warranty (what a poor quality if they don't last 25 months !!!) and they suggest two shops where I can have them fixed....both in Madrid, whereas I live in Valencia !!

I WILL NO LONGER BUY FROM THEM

update on 28 sep 23: following my yesterday comment, the shop replied here, advising that I should contact them directly which I did; the response I got was the same as the previous one: we can't help you.

Madrid Hifi, it's unfair to publish comments leading customers but also readers to believe they are willing to help, when in the end this only seems a dirty marketing trick or cover.

If I could, I would give a...