Long & McQuade Musical Instruments

Terrible guitar restringing experience.

Went to go get my guitar restrung as I had snapped one of my previous strings. I went in and they said they would have it done by the next day. I went in again the day after in the afternoon since I was in the area and asked about my guitar progress, and they had not touched it yet, and service on it only started because I had asked an employee.

I got my guitar with the new strings, hoping that it would be working perfectly since I had heard the employee mention he had been playing for "19 years" and was trusting in his expertise. However, I began to tune the guitar and noticed that the high E was very out of tune (tuned at a C) and tried to tune it, but the string snapped (keep in mind, I am still quite new at the guitar so I expected it to be fully in tune when they gave it to me).

Please also look at the attached photos to see the guitar. Also, I am quite unimpressed at the cleanliness and work they have done on the guitar as it looks like someone rushed doing the strings. They have not properly cut off parts of the string which have been left very sharp and also the restring job looks very messy.

Right now I am left frustrated and am losing trust in this company, even though I have been a customer for many years at other locations and have been left with nothing but good service.

Nothing to say with this store here not bad.
They doing their things so this is kinda more for the lesson center thou.

But for the lesson center I felt not really great for that cause seems like the email has not been answered for times, wondering that is the email here not the good way for communicating?

Add Got it thanks

I needed some electronic drums in a hurry, so sent a note to Greg who hooked me up, and had everything set asside for me within 24 hours.

I wanted to give a special shout-out to Geoff (Assistant Manager at the time) - thanks *so* much for staying behind after hours to help me load the kit into my car, deal with the packaging, etc. This was the pinnacle of ‘above and beyond’, - and why I keep coming back to the Richmond store, despite living right down by the US border.

You folks are always helpful, never pushy, and consistently there to respond quickly when people like me have a spur-of-the-moment impulse purchase. For as long as the Richmond L&M remains, I’ll keep coming back regardless of where I am in the province.

You guys are in the business of selling smiles, not just instruments!

Outstanding service. Greg the manager has gone above and beyond on many occasions. I highly recommend them.

I recently had the pleasure of visiting a remarkable music instrument shop, and I must say it was an absolute delight. From the moment I walked in, I was greeted with a vibrant atmosphere filled with the sound of instruments being played and the passionate conversations of music enthusiasts.

The selection of musical instruments was truly impressive. From guitars to keyboards, drums to brass instruments, they had a wide range of options for musicians of all genres and skill levels. Whether you were a beginner or a seasoned professional, you could find the perfect instrument to suit your needs and aspirations.

What truly stood out was the expertise and knowledge of the staff. They were not just salespeople; they were musicians themselves who understood the intricacies of each instrument. They patiently answered my questions, provided valuable advice, and even demonstrated how to play certain instruments, ensuring that I made an informed decision.

The shop was well-organized and showcased instruments in a visually appealing manner. It was a joy to browse through the collection, and the staff was readily available to assist whenever needed. They made the entire experience engaging and enjoyable, fostering a sense of community among fellow music lovers who frequented the shop.

Moreover, the shop also offered additional services such as instrument repairs and maintenance. They had skilled technicians who could fine-tune and restore instruments to their optimal condition. It was reassuring to know that they not only provided quality instruments but also supported musicians in their musical journey beyond the initial purchase.

In conclusion, this music instrument shop exceeded my expectations in every aspect. With its impressive selection, knowledgeable staff, and commitment to serving musicians, it has established itself as a haven for music enthusiasts. Whether you're a professional musician or an aspiring beginner, I highly recommend this shop for its exceptional service and dedication to the art of music.

First and last time buying from this store. Being the first and only customer, buying a pair of drum sticks should take 2-3 mins max. No, not here. Firstly, I tried entering through the back door (where the parking is located) at opening time, made eye contact with a staff member inside, while trying to pull the door open - who then turned away. Door locked. So, walked around the block to find the main entrance only to learn the back door is an entrance but was just opened a minute or 2 later. Secondly, while I was there, A Long & McQuade truck decided to park directly behind my car, blocking me completely - to start delivering several pallets of products. I'm the only customer car in the lot. As I sat for several minutes, engine idling, waiting, the delivery person never once communicated with me regards length of time needed etc, etc.nothing. So, this went on for 10 minutes. I finally forced the matter. All he needed to do was move the rear ramp of the truck for a minute or park the truck slightly differently as not to block in the only customer in the lot.finally on my request, he moved the ramp (easy) and decided not to help with the safety of my car having to navigate rearwards into blind spots around this giant truck.
This ordeal is a result of what can only be characterized as a shocking lack of self-awareness and attentiveness for paying customers. I see this store has several 1 star reviews. Not recommended.

If your a drummer avoid this place. Go to Tom lees music in Richmond instead way better selection and service.

I found the majority of the staff members to have difficulty dealing with the public. The only bastion of hope I see is the repair department other than that I am not comfortable shopping in the store

I highly recommend this particular Long and McQuade location. Darren at rentals went above and beyond to make sure I had the lighting I needed; he was extremely knowledgeable and provided great recommendations.

Nobody came to us to ask what we needed or even say hi. We already knew what we wanted so it was easy for everyone. I don't feel like going back.

Very disappointed. I went there to buy an guitar amp. The staff just took the demo one to me and claimed that was brand new.

Decided to charge a higher price after I got to the till, as 'apparently' the price listed was wrong.
A completely illegal act, and the employee didn't bother asking or care.

Rented a digital piano from them today, no issue with the rental itself but service in-store was low-key racist. 3 stars because person we spoke to on the phone before going in was nice and helpful; unfortunately didn't catch his name. Tamara was the one that helped us in-store. First she gave my mom and I attitude when we were trying to clarify what instrument we wanted to rent. And then if that wasn't bad enough, she committed multiple microaggressions, from ignoring a question my mom asked that presumably she didn't understand rather than clarifying or asking for it to be repeated, to saying "I love it when people sign their names with their symbols. It's so exotic! " You work in freaking Richmond! It's 2022 in Canada! Some basic cultural sensitivity is needed for your employees.

Bunch of fakes. Have to now contact Shure and do the job they were supposed to do for them ; but, didn't due to incompetence.
This unprofessional store held this warranty covered repair for 10 months then sent a LIE text message saying they were repaired.when they were actually never touched and in the exact same state.

I used to avoid this place like a plauge when I first starting playing guitar and a certain crooked long haired manager kept insisting I play right handed, around 2011. Stoked to say though that those days are gone, and the majority of current staff take awesome care of their customers to make sure you get the right product/fit for YOU. Everyone’s passionate about their music (and gear!) and, aside from Alex, have never once steered me in the wrong direction. Special shoutout to especially Garett, Mitch, Greg, and Iver for keeping it real!

5/5; rock on fellas.

I'm working on creating a Podcast and the staff here really, really goes above and beyond for you. I appreciate the team here and this will now be my main Long and McQuade store. See you guys soon for more purchases.

The worse store! The company its amazing, but this one from Richmond, its the worse. They dont want to rend anything good. No options, and if you ask about to renting some specific guitar, they just gonna say "sorry, we dont feel comfortable to rent this one. " Mcquade its such a good label, they shouldn't allow this place to be open, and shame the label thats so important to Vancouver!

Store owner is very nice to replace my piano with a new unit instead of needing me to wait for the repair. They also gave good suggestions when I am buying piano accessories

Lady on the phone was quite rude. She kept asking in a very demanding tone to spell out the name of the piece which I tried doing except she would interrupt me in the middle. Then she said that she never even asked for the name of the piece and wanted the composer name the whole time? When I started saying the composer name, she wasn’t understanding though the phone so she asked me to spell it. When I started spelling it, she would constantly interrupt me. Then proceeded to question me saying that I seemed confused as so what I wanted because I kept changing it every time we spoke? What I wanted was very very very straightforward. I made it extremely clear I don’t know how she was getting confused. Overall interrupting me when I was trying to tell her the names of things, saying things in a very demanding and condescending tone. I’m usually a very understanding person with retail jobs but this was really shocking. I could’ve thought of a million better ways to handle this.

Great music store both purchase items and lessons.if music is your thing this is the place check it out

I find it a convenient location. Most of the time I can find what I need, but it would be nice if they could stock more music books. I don't like having to make a second trip for items.

This location specifically is amazing, may have a reduced selection due to size of store, but honestly best service (unlike their Terminal Ave location) and the prices are amazing. Highly recommend.

A well organized place that has very supportive and kind staff members, the Christmas sale is awesome! Can't wait to come again

Despite their internet going down, they informed everyone at the store and kept us upto date when it went back online. Service was prompt and courteous.

Got my Shure mic here sm58 (on sale!), and cable (s) are handy and nearby.

Would definitely shop here again

Jeff and the crew are very helpful. Best in the area. If they don't know how to help, they will find out how.

Super helpful staff, knowledgeable, thank you so much. Love of music is in this place. PS Rent an instrument here instead of at your school.

Surprisingly very helpful staff catered to your musical instrument needs. We were able to get a very nice acoustic guitar for a decent price. The process extremely quick and I am impressed to know they offer affordable monthly intrument rentals for those who cannot afford to buy one yet.

I purchased a Taylor accoustic guitar from Long and Mcquade in Regina, Sk last year. Love it.
Now, here i am in Richmond, BC and i'd like to buy a Taylor Classical guitar (nylon strings). The lady who decides to help me out at the richmond location asks if i can play, i say yes and then i ask for a speficific Taylor classical guitar. She tells me, no and that Taylor is not a good choice for a classical guitar. Fair enough. I figure she might know a thing or 2 about the brand. I explain how pleased i was with the model that i purchased last year, and again, she doesnt support the brand. Taylors only sound good when they are plugged in she reply's.
I'm not brand loyal by any means, but if i where in sales, i wouldnt be descriminating on a specific brand of guitar that i sell in my showroom, specially when its the most expensive brand on the showroom floor. If i was the owner of Taylor guitars, i would yank my product out of this store since she obviously dislikes them.

I love this place and the staff so much I aim to work here. They can have just about anything you need in short or long order and can bring in merchandise from other stores. It's good to shop local and keep the store in business!

Great store, great service! All of the staff are very friendly and knowledgeable. Mitch and Ian in particular have been extremely helpful anytime I go in. Highly recommend L&M Richmond.

Customers be aware, please do not waste your time and money here. I am very much disappointed! Tom Lee's staff are way more friendly and welcoming!
L&M staff do not have much value for a loyal customer and one of the music store's staff was very rude. I have been a customer of this branch for around 3 years. I purchased and rented instruments (private and school rentals) and registered for ongoing music lessons. This summer I received a few calls from them. They just asked me if I wanted to still rent and keep the instrument and I told them that I may purchase the rented instrument but need few more days. At the end, They left me with no choice than returning the instrument and I lost more than 50 percent credit. Last night, I purchased a brand new instrument (Yamaha) from Tom Lee. If L&M gave me only few more days, I could purchase it from L&M store! I will stopped the music lessons today!

An absolute go-to shop! Really good experience! Staffs are very supportive and friendly. Iver Zhang helped me a lot here picking out. I would definitely choose Long and Mcquade over any other instrument stores.

Knowledgeable staff and a good selection of instruments, books, and equipment. Highly recommend!

Rented a violin here a few weeks ago. Customer service was okay, but the new guy couldnt answer most of my basic violin questions. Pricing for rentals is fair though.

I've dealt with Long & McQuade since 1972, have never had a bad experience. Staff have always been courteous and knowledgeable, have always offered to help, have asked other staff if they didn't have the answer. Recently had my guitar set up - price was higher than quoted. I wasn't happy about that until I got home and plugged it in. It came home better than it was the day I bought it.
Thank you L & M for 47 years of outstanding service.

I’ve been a long, long time customer, but recently had a surprisingly negative experience. Buyer beware when it comes to financing. As a very long-time customer, I recently purchased a drum and financed it. Needed to return it 4 days later because a different drum was needed for the gig In question, and I was charged nearly $40 restocking fee because of a 3-day rule I was never told about. The interest for financing would’ve been $12; instead I was charged a restocking fee more than 3x that. (I asked why I wasn’t shown this clause, to which the salesperson responded, “Have you financed with us before? ” I said, “Yes, three years ago. ” He said, “Well, then they would’ve shown you that clause then. ” Hang on. Is this L&M’s official policy/procedure? I’m supposed to remember contract fine print I might have been shown three years ago (assuming of course that I was) ? Apart from contract law requiring review of any new legal agreement, isn't it just obviously the courteous/right thing to review again with customers? I’m assuming that if I was a new customer, I would’ve had the contract reviewed with me, as I logically also should have in this situation. In other words, if you’re an established, long-time customer, you’re going to be penalized for not recalling contract details someone may or may not have shared with you sometime in the past. What?)
I’m sure this is “normal procedure” but it does leave a really bad taste in the mouth when you’ve been doing business together for years, you weren’t informed, and now there’s ”nothing they can do about it”. For the record, I was exchanging one drum for another, and bought one more. Was about to buy a third, and then this happened. So, no.

Had an extremely unpleasant experience here - without going into details, the staff was extremely unprofessional, rude, and condescending. I would give zero stars if it was an option. Don't waste your time here. The Tom Lee in Richmond is way better.

Super disappointed that I wasted my time here.

Great store. Have ordered lots of guitars and equipment through this location over the years. Iver is by far the best employee here. Super helpful and friendly. Only issue I have is their repair work. Have taken 3 guitars to this store for setups and repairs. 2 of the 3 needed to be redone by a local luthier. Not sure who does them, but not very happy with the end result.

L&M customer for over 15 years.

Not the best L&M location. I found some staff members to be condescending. Also, the selection is not great due to the store's size. Langley, Surrey, and White Rock are better spots.