About Ken Stanton Music
Ken Stanton Music offers a good selection of instruments and has knowledgeable sales staff, making customers feel welcome and valued. Many have praised the helpfulness of employees, such as those who assisted with guitar purchases and repairs. However, the business faces significant corporate issues, including incorrect hours on Google and a frustrating phone system that often leaves calls unanswered. Customers have reported delays in service and repairs, as well as unfulfilled promises regarding the condition of purchased items. While some staff members are competent and friendly, many customers feel that additional training is needed to improve overall service quality. Despite these challenges, the positive experiences with certain employees stand out, highlighting the potential for a better customer experience with improvements in corporate communication and staff training.
The selection in the store is good. But they have some big corporate issues. The phone system gives an open message when the store is closed. Google hours are incorrect. There is no voice mail. Service phone often rings for 20 rings (gave up after then) and never is answered. The people in the store know about these problems, but the corporate office does nothing to fix it. The corporate call center went so far as to tell me they couldn't control the hours on Google. What? Again, less than stellar workers. Also, personnel is not properly trained. ie: I was told I could get a flute repair done in a week, then I found out it was a month...after I flew to the USA with my flute from another country. So, I bought a new flute. I asked the service department to check it over completely as I did not live in the USA and wanted to make sure there were no issues. Note this was a rather expensive silver flute. They gave it to me saying it was perfect. Well, it wasn't! The interior was filthy...used. The f# key leaks. I am flying back to the USA. It took me 12 phone calls including 2 useless calls to the call center before I could speak to someone. I was promised a call back from the call center in 40 minutes. Never called. Bottom line is, good selection, knowledgeable sales people, lousy service and not the brightest in the call center. I think some of the staff is good at some of the stores, but really, they need training.
I was pleasantly surprised yesterday. I took my daughter to look at a trombone for the marching band. We had the most incredible sales rep. She listened to my daughter play and recommended instruments that would be acceptable for both the marching band and the concert band. We found something I could easily afford, and I felt no pressure making my decision. Calie was well-versed in how the rental process should work, and we felt at ease with the whole process. Overall, gave my daughter encouragement, and boosted her confidence. We will be purchasing lessons from here as well. Thanks