Music Direct - Audio Hardware Seller?


First post.

I want to share a very strange exchange (telephone call) I had earlier this afternoon with Jasmine in the support department at Music Direct.

    I finally purchased a Roon Nucleus+ device from the Music Direct website on July 16, 2019 and received emails notifying me that the item would ship on July 17; Music Direct also added California tax to a later receipt. (NOTE: I purchased a Roon Life Membership in May 2016, but have not installed any software yet as I've been waiting for the "roon environment" to improve before wandering aimlessly spending thousands of dollars unnecessarily.)

    Two days later, my account indicated that the item was still “Unshipped” so I called and spoke with a gentleman in Sales who was likewise surprised that the order had not been filled because they have the item in stock – so he transferred me to Support and that’s where I had the opportunity to speak with Jasmine.

    Jasmine happily explained that for first time purchases that they will “email and call” the new customer to make sure they had placed the order. She also confirmed that while she had not emailed me, that she had called me and left a voice mail asking me to call and verify the purchase. I did not receive a voicemail message and my call log does not show any incoming or missed calls. This conversation then went from bad to worse and she offered to just cancel the order all together and I confirmed to cancel the order. I also stated that I hoped to speak with a customer service supervisor because this was a very distasteful exchange. I have received the Music Direct catalogs for a couple of years and their website looks legitimate. I do not know if they were “stalling” because they did not have the item in stock or if I just had a bad experience, so to speak.

    Has anyone else had bad experience with Music Direct? Are they a legitimate audio hardware reseller? I have a suspicion that something is wrong, but I cannot put my finger on it and wanted to share this experience with the hope of helping others or learning that my experience was not typical. Thanks in advance for the feedback. Sincerely, Mark L.

marklet
Mark next time you call ask for Jim Davis that’s the owner, very nice guy, If Jim is not available ask for Josh or Bes, both will take care of you, I go there almost weekly, I have not dealt with any of the women there, Music Direct is legit, don’t let this strange experience bothers you, they will be there for you....
MD does charge everyone sales tax now including out of state sales.  I have overall had numerous good experiences with them.  They were a little weird recently about possibly returning a cartridge and indicated that if I did that (even within 30 days - I think they state they allow up to 60 days) that somehow I would use up my ability to ever return another item to them.  I ended up keeping the cart but thought that was a weird policy.  Not sure if it only pertained to carts.
I have made multiple purchases from music direct  from $100 to $5,000. They are absolutely fantastic. Highly recommended.
@marklet your poor customer service experience is regrettable as it is unexcusable for a vendor like Music Direct.
I would follow up with some of the people that have been mentioned in this thread.
I have been very happy with Music Direct and had no issues at all with the equipment and cables that I have ordered over the last eight months. I even had to return a Kimber B bus cable that was too short and the return was processed quickly.
I love their open box and close out items as you can save lots of cash and they stand behind them.
Experienced a similar situation with my first purchase from Music Direct. I believe the delay is for fraud prevention.