The Music Zoo — Local services in Town of Babylon

I wanted to commend Rose Reina on the outstanding customer service she provided to me on 4/2/25. As a result of that service, I purchased a $7,000 Gibson Custom Shop Les Paul from The Music Zoo.

I called to inquire about two specific instruments (both were NAMM Show Gibson Custom Shop ’55 Les Paul Standards with P90s in custom colors.) Although the guitars shared identical specs, as a working musician I know that no two guitars are alike. I asked Rose for an in-hand evaluation of each guitar. She called me back within 30 minutes after having played both guitars and gave me the best, most useful in-hand description I have ever had. She was very knowledgeable about the instruments and the Gibson Custom Shop. She did NOT give me the typical useless, highly-subjective guitar store sales pitch -- ”Dude, this guitar is sick” “This guitar rips” “You’re gonna love this guitar”, etc. Instead, she gave me detailed descriptions of playability, tone (clean and over-driven, harshness, warmth, harmonic overtones) and weight, all of which is what I was looking for.

I asked her if she was a working musician – she is. I asked her to tell me which guitar she preferred and why. She expressed a decided preference for one of the instruments and told me exactly what it was about that particular instrument she liked as compared to the other. Rose understood immediately what I was after and provided me with an objective and very insightful evaluation of both instruments and why she thought one was clearly superior.

She then took and sent me pictures of the guitars so I could see them in ordinary light. She also followed-up with me to explain that the some of the identifying information about the guitars had inadvertently been swapped on the store’s website to ensure that I understood which guitar was the standout.

Finally, after the deal was done, I asked if there was anything Rose could do to expedite shipping because I am in Calif and really hate when high-end guitars spend a week in the shipping company’s hands as they travel cross country. Rose took care of me.

You have a very knowledgeable, personable and professional salesperson in Rose. She made my experience really pleasant and went the extra mile for me, which I really appreciated. I have played professionally for the last 30 years and buy a fair amount of high-end gear, so I will definitely be back to Music Zoo because of the great experience I...

I came to the music zoo after hearing about its legendary status and was helped by Tommy, the owner. I tried out the Stratocaster in the picture and was amazed at well it played. My one concern was that it would be difficult to flip lefty (I'm left-handed). Tommy took care of me with incredible customer service, and I decided to buy the Strat.

I followed up with both Rose and Jessica to make sure that the guitar wouldn't be shipped out, since I live close enough to the Zoo to be able to pick the guitar up in person, and they ensured me the guitar would be held so that I wouldn't have to deal with the guitar being shipped.

Edit 8/24/24: I came back today, saw the guitar, and spoke with Tommy and met Rick (at the front desk). Both were complete gentlemen and were very happy to help my friend and me. Rick was transparent with me about the stipulations of putting in a left-handed nut (that it would be non-returnable), and Rick was upfront that the nut would take about 5 days to arrive and take about another week to install, set up, and intonate as a left-handed guitar. with the after-guitar support, and him finding a guitar.

I am eagerly anticipating the new strat with Floyd Rose, and cannot wait to have my first proper superstrat; a Fender ZF Stratocaster. If you're coming here expecting basically a high-end guitar center, prepare to have your expectations shattered. Tommy and his employees truly care about their customers and making sure they leave not only with a guitar, but with a guitar that best suits their playing style, visions, and cost-point. HIGHLY RECOMMENDED!

Edit 9/12/24: I picked up the guitar on September 10, 2024 with the case candy and brought the guitar home. It's INCREDIBLE. The flip from righty to lefty was seamless, and when I picked up the guitar, it was set for low action and a light touch, the intonation was perfect, and has not moved. The neck is fast, almost like a fat charvel. Seeing this new guitar and the charvels on display has given me so many ideas for my own CS ZF strat.

Tommy and his staff have continued to be incredibly welcoming and accommodating of my ideas, and I can't wait to see what the next dream guitar will be.

Edit 2: bought a Charvel So-Cal in vintage white and the service was still INCREDIBLE! truly a dream shop and everyone I dealt with was incredibly helpful! More pictures attached.

⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐ (They don't fit on the scale, so...

LONG time customer, but not great at writing reviews....

TMZ is one of the few dealers in the USA, and IMHO one of the BEST places to buy gear. Same inventory as the "big box, high turnover" guys, but better pricing, better customer service, better gear knowledge, and oh yeah, cool as F*-K.

Through the years, I've been a supporter of TAG, Suhr, PRS, Soldano, Friedman, /13, Morgan, but also FMIC (EVH, Jackson/Charvel), Gibson CS and Ibanez as well. TMZ competes and supplies and rep's those brands as professionally as anyone in the world, if not more so (IMHO the only other store that has this level of customer support would be that one in the Hoosier state).

So i pulled the trigger on a Victory Amplification V30 Mk II. Upon transfer from NY to CA, the box clearly got drop-kicked by UPS, and arrived with a HUGE hole on the side. FML.

I open the box, and the amp's ok (testament to Victory build quality). But the foot switch casing is (slightly) bent in the corner, and the amp's padded carry case is ripped (the amp ships inside of the carry case). Again FML!

So.....i email Jessica Koves, "MY" sales rep :).

Without interrogating, without inquiring, without even having to speak to me in person, Jess pulls another V30 Mk II and is sending out to CA, with EXPEDITED Shipping. Sends me an email. DONE.

(There's none of the "wait i'll send you a replacement, but give me your CC again and we'll reverse the charge when the original amp's returned" or "send some shot of the damage so we can determine what to do". )

Nope NO DRAMA - just action.

And I'm like, "JUST WOW!"

Now that is SERVICE.

...and while i had not purchased anything from TMZ since last year, Jessica Koves and the Music Zoo (before that Mark DiDonna) treated with me like i was some huge star.

Even without the UPS gorilla treatment, TMZ has EARNED the right to be called one of THE BEST Music stores worldwide. And based on my experience over the years, they continue to EARN this accolade with each transaction, everyday of the...