Gerry's Music Shop — Local services in South Hadley

I called this place on 9/16/22 requesting information about if this shop would buy instruments back from customers that have purchased instruments in the past from this shop. A nice gentleman answered the call. The 1 stars are just for the professional way the call was handled. On the call I was instructed that for them to make decisions on the instrument I would have to bring the instrument to the shop between 8am and 9am for them to look at the instrument. Following these instructions, yesterday 9/28/22 my boyfriend stopped at the shop at 8am and the shop was closed. He waited another hour and the shop opened at 9am. He walks in with the instrument to be looked at. He was told that they didn't have time to look at the instrument. They were not business friendly(rude). But my biggest issue is about the entire situation and how the shop handled it. Why would you tell a customer to come in between 8am and 9am? When 8am your business is not open. I checked Google and your business hours are M-Sat at 9am. Then proceeded to say that you are busy. Then why have the customer come in on the time you requested to bring the instrument to be looked at? When you are not going to assist. Wasting the customer time as they don't have a life. Have them waste an hour in your parking lot when your 8am business is closed. Then it was very unprofessional to dismiss the customer and not look at the instrument at all, when this is what you instruct us to do. It was not for us to leave the instrument behind. It was for your business to look at the instrument from 8am and 9am. So let me give you a business suggestion so in the future you don't waste people's valuable time. Learn to create appointments in situations like this. So it could accommodate everyone. This will result in your business, the possibility to gain a long and great customer relationship. This was very unprofessional behavior to treat your customer and to jeopardize the image of your business. To lose not just us as future and ongoing customers. But to also jeopardize part of your future customer traffic which comes from reviews of customer interacting with the business staff. So how you treat your customer is very important. I will never do business at this shop, Because for me, treating people with kindness and working together to accommodate everyone expectations it is important for business growth. Your business Failed, this time. My time is important just like yours. If the owner behaves this way then he leads by example. A 2009...

Second time I visited this place. First time was helping out a co/worker by paying a bill..In February I was there and paid for a extra month for him.That time was not so bad of a experience but the staff was rude then..Monday of this month I returned a trumpet my friend and co/worker rented for his son.I returned the trumpet explained that I am not the person who originally rented it out..Only to have 3 workers take care of my situation. WAS overkill instead of having a pleasant experience because I was NOT the person who rented the instrument..I felt I was lectured about paying the remainder of the balance. LISTEN that was a talk YOU should have with every customer who Originally walks in and leaves with your equipment..NOT someone doing a favor or a good deed. By paying someone's bill and or balance. AND if you have a manager or supervisor there let her do his/ her job.The women there was very nice and understanding. INSTEAD I get some guy overhearing half of what was being said and interjecting his policy.Again why did it need 3 people for one simple transaction? ANYWAYS I conveyed my experience with the original renter.And will be in your shop this week to pay the $29 dollars. I know you are gonna say you was training a new worker.But the tone of the situation was Ghetto..Just read your reply thank you for proving my point..I am not your customer and I didn't need the lecture..There to drop off a instrument. AND at the time nothing else.Thank you for correcting yourself. If this how you handle non customers I am very happy I'm...

We rented an instrument from Gerry's for our son. I do not recommend you give them access to a credit card. They repeatedly charged it without our authorization. Of course they called the evening before, asked us to contact them, but then charged the card the first thing the next morning, never giving us the chance to respond to their call. That serves to be the pattern. Never giving the customer to respond before taking action whether it is convenient for the customer or not.

Then when our son decided to stop taking lessons and we wanted to return the instrument and we cancelled they told me they would call with where and when i could bring it to get returned. They called ten days later, the evening before they wanted me to bring it to the school for pickup the next morning. Obviously i couldn't bring it that evening since the school would be closed and since i work early in the morning i couldn't bring it in the morning. Consequently they told me i had to travel to South Hadley to bring it to them. That's over an hour and a half from our town. Suffice to say i will NEVER do business with them again.

They could have called any time within that ten day window, or allowed another lock up date. Instead they chose to be jerks. And that's honestly the route of interactions I've had with them every time. Frankly they are rude, unconcerned with others and clearly only out to make as much money as they can and don't really care about...