Long & McQuade Musical Instruments

I had my first lesson with Jordan today. As a complete beginner adult I was nervous. Jordan made me feel comfortable, was extremely patient and he is also very skilled on the guitar. 10/10! I was also helped by Sean at the front desk and she was super helpful with all my questions and made starting this process super easy.

Always friendly service at this location. Great set ups on my basses and a good section of gear as well. Never pushy or try to upsell you. Fair pricing all around and plenty of parking. Easy to get in and out unlike the Hamilton location which is a disaster. Thumbs up for this location.

The staff that I have met are great! I would give it a five star; however, the location is not Dj friendly in a sense of when it comes to Dj controls etc. I have been there twice and will continue to go!

Staff is friendly and helpful. Large variety of instruments but not necessarily a large selection. Place is packed though, they have everything you need. My only real gripe is that the guitars aren't organized on the wall by either brand or style.

I got exactly what I needed and the workers are so nice. Customer service here is excellent also.

The customer service here is very lacking. I walked in with my husband and 3 kids (who were well-behaved and didn’t touch anything) looking to purchase a drum kit (my husband and son both play drums so we need a second kit). It was dead there and several sales people were present and not a single person asked if we needed help or ANYTHING. Sadly this is the second time this has happened at this location. Maybe they didn’t think we looked like “musicians”, whatever musicians look like. We took our business elsewhere and will not return to this store. And we are also telling everyone about our experience here. And yes, we were going to pay cash and not do a payment plan! Thumbs down for this location.

Great staff
The Acoustic Guitar Specialist was not just a great guitarist he was elequant and knowledgeable of the Guitars in stock.

Problem was he was in great demand at the time of our visit.will call in again

A great visit

Came into the store with a friend of mine who brought his 15000 dollar guitar for. Checkup and the girl at the counter with green hair was very rude and snarky and rolling eyes and saying we have guitars worth way more than that at the store. The gentleman that looked at the guitar was very polite and did the job he was asked to do very well.

I was really disappointed in the service I received tonight. I called this location at 4: 00pm today and let them know that we were running an event all week and that due to an hiccup with our current setup, I had to look for a rental quickly. The person on the phone was very nice and told me that they had lots of items in stock and it was absolutely not an issue at all. I was coming from Halton and told the person on the phone that I would most likely not get there until after 5: 30 and confirmed that the store closed at 6: 00pm and it wouldn't be an issue if I was arriving after 5: 30. The individual told me no, not at all and I left Halton at 4: 30. I arrived at the location.at 5: 54 (granted, I understand this is close to closing and I was the annoying customer at this point, but I had called and provided fair warning). I told the staff the entire story and both representatives told me that it wasn't happening because it would take 15 minutes to complete paperwork (15 minutes? ! I can complete medical documentation in less time), and that the managers who approve rentals do not "work past 6: 00pm". They asked a Manager (don't know his position), Joel, if he would be willing to help me with the rental and he flat out was like, "that would put me past my minutes so I can't". I then told them that I had travelled all the way from Halton, spoke to someone on the phone earlier, and no one had indicated to me that if I was not there by 5: 40pm, then a rental would not have been possible. They could not care less, told me I should look into going to Hamilton's location because they could still be opened "maybe". Extremely, extremely disappointing and will not be going back or recommending them.

I wanted to go in to see this store in St Catharines Ontario I had no money I just wanted to see store and I damn near cried when I walked that is how much I enjoyed it

Fantastic service from Ian (hope I got his name right). Answered all my questions and shipped my PRS guitar the same day. Many thanks!

Im giving them 3 stars because they are the best in the region in regards to selection. Their online platform is second to none and they just have a way better set up then all these little mom and pop shops in Niagara. Unlike those guys, Long and Mcquade has licensing deals to actually quality instruments such as Fender and Gibsons (for example Murphys Music in Niagara falls is nothing but knock off guitars and Chinese made stratocasters). However, the only reason the aren't getting the full 5 stars is because their customer service is terrible like others have mentioned. Its a bunch of cliche "musicians", piercings, long hair etc. And they have the same cliché slacker attitude. Theres been many times where I had to work really hard to get a staff members attention (I've stood at the register with a pack of strings for like 5 minutes and the kids standing right there restringing a guitar, put it down and come help me!). I remember I brought my bass amp in to be repaired and the guy was like "we don't know what's wrong with it, we have to send it out to get fixed, it could cost $5 or $500 wr have no idea till you get the bill". Its that shoulder shrugging "sorry can't help ya" attitude coming from these hippie/slacker musician types that is so insufferable. I wish Long and Mcquade would actually visibly post job offers (never seen a job posting for them anywhere) as I have a degree in business and my customer service skills would greatly improve their company, plus i play music so its a win win.

This location is the absolute best among all the others. Rob, Joel and Phil have always been helpful whenever I needed it. I've been to a lot of locations but this one takes the cake. Thank you so much for treating me like part of the family. You have a customer forever! Whatever that guy is talking about everyone being "Hippies" and not helping is totally fabricated nonsense. I've watched Rob actively attend 5 customers while at the same time help me get what I needed. When he was done with the customers he came right back to me and asked me how the guitar sounds. If you're going to use a L&M this is the place to go! - Dante

Loved my experience here. Super friendly staff! We rented a keyboard for our family vacation for 2 weeks; they made super easy!

The staff are so friendly and helpful. We were visiting from out of town and they offered one of their electric pianos for our son to practice before a private performance the next day. They went above and beyond. Thank you Long & McQuade St. Catherines.

Ok, probably slightly less helpful than i would expect back home in Scotland, and not nearly as good as the wonderful service that i have had throughout my trip to Canada

Best music store in the area. Not a fan of "corporate" stores but the prices are great and the staff are friendly and approachable. If they don't have it, they'll order it and because it's corporate, the stores have an amazing supply chain system.

It's a great shop, nothing to complain about. Great instruments and even better people.

Great place. Staff are super friendly. They always take care or what I need.

A bigger variety of guitars in store would be nice but it's not a problem. They'll get anything you want.

Despite being a big box this store maintains the old ostaneks vibe.

Love coming here.

Long & McQuade’s return policy is a scam. While they claim a “hassle-free, ” full refund policy, this is not true. If your returns are more than your purchases, you will pay a restocking fee. Sounds reasonable right? But beware, it is a scam.

Here’s how the scam works: let’s say you buy a mixer for $1000, but it’s not quite what you need, so you return it and get the $1200 mixer. Your returned / purchased balance now stands at $1000 / $1200. A few weeks later you buy a pair of powered speakers for $3000, but discover they don’t fit in your car, so you return them and get smaller ones for $2500. Your returned / purchased balance is now $4000 / $3700. The following month you buy a guitar for $1800, but you just don’t bond with it. You take it back the next day and are charged a $100 restocking fee.

Once your returned balance is more than your purchased balance, you pay the restocking fee on anything you return going forward until the balance is reversed. In other words, no “hassle-free” full refund policy whatsoever. I have spent thousands of dollars at my local L&M, but from now on I will buy my gear elsewhere with free delivery, unlimited returns and no restocking fees.