Long and McQuade Return Policy

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mattkw80

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Hey - anybody here ever return something to a Long and McQuade (Canadian equivalent to Guitar Center) - that they weren't happy with ?

I've got to return something on Wednesday, and I'm hoping for a full refund of $250.

I simply do not want the item, and regret purchasing, now that I know the in's and out's.

It's a Lexicon MX200 Reverb, and I only bought it 2 weeks ago.

I believe their policy says they have to take returns up to 30 days.

Anybody know if this is true ?
 
You've got 30 days from date of purchase to return just about anything. They're pretty good to deal with, especially if you got 1 or 2 guys/girls you mostly deal with who know you a bit. I've been pretty happy with them. I've also spent way too much there the last couple of years so they've likely been happy with me too. My wife? Not so happy...
 
Your are very right.

I walked in, and returned the item with no hassle.

They didn't even look in the box.

(And I spent all that extra time carefully winding the cords back up, and smoothing the plastic wrap back over the equipment).

Very easy to make a return there.
 
haha - No, I'd never feel good about it when I looked at that piece of gear, if I had ripped it off.


Anyway - they we're very cool about taking the return.

I am not the kind of guy to usually do that -- but in this case, I really wasn't liking that product, for what I needed.

I mis-understood it's use, when I bought it.

(I was more so thinking of a Liquid Mix or UAD-1 idea .... where that hardware gives you a vst plug-in , the Lexicon reverb doesn't truly do that -- it's got a really lame vst control plug, but still needs all it's audio cable to work)
 
One thing I've noticed.....

70% of the Long and McQuade staff wont say hello, nor will they ask you if you need any help.

I travel weekly, and have been to Windsor, Cambridge, Bloor, Oshawa, Markham, and Steeles. I've been to every store probably 5 times each, (some stores probably 20 times) - with the exception of Steeles, which I've only been to once.

70% of the staff have a "Don't Care" attitude. In fact, it's a running joke now between my friends and I - that after we leave one of the locations, when we are in the parking lot -- we automatically laugh and say " See ya later d@c%h*^ds ". It's just become an instant running joke - because the people just look so miserable, and very snobbish.

I know retail and sales can be tough (if you are un-trained) but come on.... you work in a rooms full of guitars and recording gear -- can it really be that bad ?? I know they've probably got waves of 15 year olds who ask questions like "How can I become Kurt Cobain" and never buy anything -- but that's just how retail is.

The customer service - I find - is extremely poor. To ask many of them for help, or a simple question - many of them will act like your killing them. I was asking about Drum software in one location, and the guy literally rolled his eyes before he started to talk -- in which case I told him not to bother answering the question - as I could tell he had more important things to do.

The major exception is the Cambridge store -- there are some guys there that are top notch, friendly, and professional. Of all the stores -- to me, customer service is best in Cambridge.

Now Guitar Center (which I've only ever been to in Detriot) is the complete opposite to me. Those guys are extremely friendly, on the ball, and want to make a sale. I know that they are on commision -- but that just motivates them even more. I've been extremely impressed, and bought thousands of dollars of gear from the Guitar Center in Detroit.

I've heard Guitar Center may come to Canada -- in which case, Long and McQuade will have to sharpen their pencil's and roll up their sleeves.
 
### Update - last post was 4 weeks ago ###


I will never set foot in another Long and McQuade again, except for Cambridge, which I have no problems. (Excellent store).

I am tempted to complain to the head office in Toronto. I saw who I thought may have been one of the Long and McQuade big wig's in one of the stores, and was tempted to fill him in on some things.

Nothing has been done to me personally in my recent visits, but the way I see them talk to their customers if un-acceptable. And some of the stores we're absolutely filthy. (I guess they had a clearnce sales a while ago - but still, clean your damn store before you open it to the public)

I just got done a 2 day work tour, and visited 5 stores.

Same old thing, Cambridge Ontario's store rocked, and the rest we're awful. Staffed by a bunch of self-important rock star wanna' be's, who don't have time for customer's questions. (And yes dealing with the public can be tough - but these customer's we're completely polite, and had legitimate questions).

I just cannot understand this goes un-noticed by their head office. If guitar center comes to Canada, like I heard it might, it will crush Long and McQuade within the year, if they don't flush their staff, re-hire, and properly train. And commission would be a good idea too. I personally cannot stand dealing with sales people who are NOT on commission. They just don't give a bleep.

Whenever I go to Guitar Center in the States, the experience is A+++.

Alright, sorry for the rant -- but as a business person, I just cannot believe what I witnessed in the last 2 days.
 
Update 2,

I just emailed their public relations person.

I am seriously offended by how I saw them treating customers, and can't stand by on this. They can take my feedback for whatever they think it's worth, but at least I'm letting them know.
 
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