Australian Piano Warehouse

Very unprofessional and lackadaisical
I have made an order (a piano stand) from Australian Piano Warehouse on 09/04/2022.
It was a Kawai ES920 stand which is currently $299 (RRP $309) model name is HM5B. It was "available" on the website. While making the order I chatted online to the store representative, who assured me that it will be sent to me on the next business day to reach me immediately. This was important to me as I did not have any other stand thus was unable to play the instrument. This stand was available from multiple retailers but I selected the store due to stock availability.
I did not hear back from APW and my order was placed on hold. I contacted AWP again on 12/04/2022 to check what was going on. A rep told me that they only had a display option which they were not willing to sell. I said that I would be happy with ex-display if it was adequately reduced, but the store declined that.
They said that they will be ordering a new HM5B from Kawai and supplying that to me, with the corresponding delays. I said that the stock was advertised as available and that I did not expect any delays like that, especially after confirming the stock with your rep.
I have not heard back from the store and followed up a number of times, each time the store assured that the order was made and that I just needed to wait longer. On 19/04/2022 I made the store to follow up the order with the manufacturer, and the store stated to me that the order they have placed on the 12/04/2022 has not gone through. So, they made another order on the 19/04/2022 and this time it has gone through.
I have received the stand 3 weeks after the order was placed. I could have ordered and received it from overseas during that time.
The stand itself was not ideal. It was sold without the pedal stand, and I assumed that it would work fine like that, but it appears that it needs that additional reinforcement of the frame by the pedal stand. It's cost is an extra $150. Very disappointing experience. I asked the store to assist with this but they refused to help despite of providing $10 discount for the pedal stand. They also accused me of having uneven floor, stated that was the reason of the stand being wobbly.
It is an unacceptable service in my opinion.

They delivered the day after I ordered my piano (which was a Sunday!). Great service, thank you :)

I bought the Privia 870. Beautiful Piano, great delivery. very well made and packed.
As well as a good assembly video on youtube.

Everything was good except for the packaging. The box was not even sealed and was a little damaged when it arrived

Great service. Really do appreciate a quick after-hours response from the sales team!

The overall Australian piano Warehouse staff service was professional and positive, but unfortunately their sub contracted courier service, is a very sub standard and unreliable service for delivery and that aspect needs to be improved across the board.

Great customer support, fast shipping and good range, highly recommended!

I understand Aust Piano Warehouse cannot be held accountable for overseas delays in manufacturing (the chip factory in China burnt down).
However, at nearly midnight one Saturday night I was sent an e-mail saying that just a few of the digital pianos had come in, and if I paid promptly and in full, I would be offered one.
Considering the time of the e-mail, and that the wait-time had already passed a year (time enough to get another factory up and running), I naively believed this, and duly paid in full.
And nothing happened.
I believe this to have been a fraudulent method of extracting full payment, when in fact there was still no foreseeable date that Yamaha had provided for shipments into Australia.
I feel I - and probably others - were lied to.
This underhanded method of dealing with customers is a reprehensible means of doing business.
If I could give zero stars, I would.
Shame on you. This is not how Australian businesses should operate.

Awesome delivery, very fast!
Everything is was packaged perfectly

I bought Yamaha P515 new piano.
It had been on dispolay as evident from dust on surfaces. I confirmed that it would be sent in original packaginjg. I was advised yes it would. When the piano arrived, I was shocked to see the packaging was complete except for the protective foam panel for the keyboard side. There was only the flimsy outer box protecting the keyboard from impact damage, Fortunately the Piano appears undamaged.
Whoever is in charge of the despatch of instruments needs to give better training and suoervision of the staff. Only a miracle prevented rswerious damage to the piano which is VERY heavy, in transit from Melbourne to Sydney.

I'm sorry to give you this rating. The staff at Willoughby Warehouse was lovely and kindly assisted me, but I think the overall service can improve based on the following aspects:
1. Online chat consultant - I consulted to purchase a digital piano stand via online. Following the advice of "Brian", I ended up purchasing a seat. Clearly, online consultants require better knowledge of their products.
2. I received a number of emails and texts about "the ordered item was dispatched" when I requested a collection from the Willoughby warehouse. I also received a number of texts saying "the ordered item is ready for collection" when the item was not ready for collection. This was very confusing.
3. The confusion of purchase of a seat instead of a stand was clarified when I was on the phone with the consultant "Jules" to clarify the texts and emails I received about "the ordered item was dispatched". Jules had kindly sent me an email with the links to the right products.
4. I asked Jules if I can either cancel the order of a seat and receive a refund or a store credit so that I can purchase a stand. Apparently because of some complex ordering and pyament structure but this process has taken a very long time.
5. When I arrived at the Willougby Warehouse, I had to explain all of the above to the staff who did not expect this complexity and confusion. They were very kind and helpful but it has taken a considerable time to resolve.
6. Every time I place an order, I receive a "thank you" email from Craig Maria stating that "I will personally make sure you get looked after", but in fact, this seems to be an auto-generated email and no actual action is taken by this person. It comes across as insincere as a result.
7. I also communicated with the company via Live Chat, Email and Telephone. The below choice only allows me to select one.

Great product and excellent service. Fast shipping. Thank you

The service from APW has been remarkable however their choice of freight providers is not. Our purchase has been "in transit” since 28/2/22 and still not arrived. It is well known in the Kimberley that there will be extensive delays when this freight company is used. As such, this delay diminishes the customer satisfaction. We look forward to receiving our purchase soon.

I’ve made two online purchases from Australian Piano Warehouse and both times received amazing service. Always very happy. If I need anything else for my new piano journey will definitely be purchasing from here again. So thank you!

I had a good experience buying my electric piano the only aspect to improved on is a large number of automated often repeating emails (17 in total) sent from the vendor in the purchase process. That was way too many. Max two or three would be more than enough.
Other than that, all positive.

The Roalnd Juno DS88 Synthesizer is an amazing keyboard, the service from Australian Piano Warehouse was exceptional. It took no longer than a week to get to us packaged perfect.
Thankyou so much

I love my new piano. The service was fantastic and I am in regional WA

Great service. Item ordered promptly. Liked the added security regarding funds from the nominated bank account. Will recommend to others and use this company again if needed.

A pleasure to deal with and the guys in the Brisbane store are always willing to help!

Very quick delivery and excellent communication throughout the offing process. Had my piano within 4 business days! Thank you