Everything is great until you have to do a return I've purchased a few items from this company before with no issue. In fact, they sent me an extra item by mistake which I sent back cause it was the right thing to do. They typically have the lowest prices for lots of items. Everything is great until you have to return something. They are advertising 15-day money-back "no-hassle" guarantee banners all over the internet and on their site, but this whole ongoing experience has been anything but that. I bought a modular system that cost nearly $4K. The sequencer glitched out on me multiple times. I had to troubleshoot it on my own, and it seemed to work for the time being. There was a paint chip on a module as well. Lastly, one of the other modules didn't work properly outputting B's signal through A's output, which is not how it's supposed to function. I decided I'm not going to wait around for the sequencer to glitch out again having to factory reset it losing all of the work put into it. They offered to replace the module that was outputting wrong, but I declined since that wasn't the only issue. I initiated a full return on December 27th, 2019 within the 15-day return period. I was met with being asked to send a video of the issue with the malfunctioning module and sent them the problem. They said they couldn't tell anything was wrong with it, which was a blatant lie. Then I had to essentially beg for an RMA number so I could physically mail this thing back, which eventually happened at my expense on 1/13/2020 which they received just a few days later. They said their tech looked at it and still couldn't tell anything was wrong, which again is another lie to cover their own asses. They had the gall to ask if I wanted it sent back to me after all of the rigamarole, which would've been yet again at my expense. A refund was finally issued on 1/23/2020 minus the shipping costs. Now according to Consumer Contracts regulations if the item is defective then it's the responsibility of the seller to cover the shipping costs. They continue to deny any issues and also the payment processor Klarna is siding with them. This is the worst customer service experience I've ever had with any company big and small in over 20 years of buying gear. I also reported this whole thing to the BBB which they ignored as well so I have no other recourse than to post reviews online. A quick search will also pull up multiple reviews and forums discussions of other people having the exact same problem I had. They get a defective item, followed by the company denying anything was wrong with the item, and the buyer had to ship it back at their own expense. Don't take my word for it look it up. It's a shame because they carry gear from a lot of good companies and seem to somehow have the best prices after shipping and tax vs other retailers. That being said there are a number of other options out there like Control Voltage, Control, Three Wave, Sweetwater, Musician's Friend/Guitar Center, American Musical, Zzounds, Detroit Modular and the more. Eventually, these other guys will carry the same stuff and the prices will be competitive, but more importantly, they will treat the customers right.

I was in the store recently and there… I was in the store recently and there were two customer service guys behind the counter. One with long hair and one with short hair. The short haired guy didn't do anything outright "wrong" but the vibe was not that great in the store. I had my mask on for most of the time but at one point I took a photo in front of a modular and took it off , but it was how he said it "Hey, can you put your mask back on!?" It was the tone of it. As a customer it doesnt really matter if I received his tone wrong. It's what a customer comes away with that matters. It's a shame because ths store has the coolest merhandise ever. A great store let down by less than great vibe.(atmosphere)

Horrible horrible I mean horrible… Horrible horrible I mean horrible customer service. Worse I have ever experienced. Buy from someone else if you can.