Name: Bonners Music
Address: 9 Faraday Close, Eastbourne, East Sussex
Rating: 4.90

“Thank you for this opportunity. The guitar I purchased arrived with a crack in one of the tuning pegs. I reported it and was advised that a replacement part would be sent to me. I am now expected to pay someone to carry out the work. This is not acceptable. I am considering returning the guitar for a refund”

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Posted 1 week ago

“Still waiting for my item.”

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Posted 3 months ago

“Bought 2k keyboard Friday before lunchtime, not posted until Monday, tracking info was worse than poor, initially showed anothers order on TNT.. called them assistant said "you would be as well calling them yourselves" did so but because I am not the account holder no info. Tom in the keyboard Dept was the only one that went out of his way to help ...Then I spotted they had the wrong address - highlighted this and it still got delivered to anothers property ... I then had to collect it and take a large heavy keyboard to my own home..I'm in my sixties NOT GOOD”

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Posted 4 months ago

“The item arrived to late. When I wanted to return it, I was told it was going to cost more than the item it’s self and no paper work was included with the package”

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Posted 10 months ago

“My purchase experience of a Kawai product through Bonners is rather poor. My dissatisfaction is directed at Bonners Music itself and not at Emma Browne who is my point of contact. I am particularly unhappy with the fact that despite receiving a defective new product, I was only offered to have the product repaired under warranty and not being offered a replacement. The defects were discovered at the unboxing stage. I can understand a repair under warranty being offered if they were due to usage or longevity issues. However, my stage piano was supposed to be brand new and it was not even used.”

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Posted 1 year ago

“I would score more if it wasn't for your delivery company. I never received my item. Good stock and prices but collect from store if you can.”

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Posted 1 year ago

“I ordered the Casio PX-S1100 digital piano black upgraded package last month. The keyboard stand was missing from the first delivery but arrived soon afterwards after I reported the shortage. Unfortunately, the stand came with no instructions, nor has the free three-pedal unit arrived: I reported these further shortages promptly by email but have received absolutely no response, despite a number of follow-up emails to the person who dealt with my original report and the “contact” and “support” addresses. Two weeks after delivery of the piano, I am still waiting to make proper use of it. After the initial rapid delivery and helpful response to my first shortage report, I have been left sorely disappointed by the subsequent service. I hope that Bonners may now be prompted to respond to my emails.”

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Posted 1 year ago

“I live in Israel, and I flew to Brighton to stay at a friend's house for 2 days between Oct 11-13. I completed the purchase Sep 26, well ahead of my travel, to make sure it would arrive to my friend's house in time (your policy says 2 business days). I put my Israeli address as the billing address, and my friend's address as the shipping address. For some reason, the sales team found it unusual, and it took a very long time to process. My order was only delivered only on Oct 11, after multiple calls and emails.”

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Posted 1 year ago

“I had bought from Bonners before and was very happy with their sevice so I ordered a stagg keyboard stand and stool from them this time. The website stated that it wasn't in stock, but I was prepared to wait. By my surprise a delivery arrived very quickly. I was a little confused to find a different product by Kinsman in my packets. The stand was of similar price but the stool was actually of less value than the one I ordered. I wasn't informed about this beforehand at all. So I phoned Bonners and they investigated. Apparently it's a quite common thing just to replace that kind of product. As I needed the aquipment soon, I just took them up on the offer to pay back the overpaid amount. The whole experience was a little a shame, especially as I tried not to buy from Amazon and support a more local business, but I must say they tried to sort out the problem quickly and will hopefully look into this issue to avoid further customer disappointments.”

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Posted 1 year ago

“When I contacted Bonners Music about purchasing a Kawai VPC1 I asked about the keys and was told, 21/03/22, that"..the keys don't need any particular attention or servicing..." when I got a VPC1 I was terribly disappointed to find the keys stuck and that the technician didn't arrive to fix them when they said they would!”

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Posted 2 years ago

“After sales service very poor. Delivery was 6 weeks late (understandable given covid) but not once did Bonners call to advise me tell me what was happening. I had to phone them (4 or 5 times) and on every occasion was given a new date which came and went. Post delivery I had a basic query which they couldn't answer. I was promised a return call which never came.”

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Posted 2 years ago

“Wrong item received. Unacceptable from a established business. Only positive was the prompt refund. Wont be buying from here again.”

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Posted 2 years ago

“Firstly can I say that this rating is entirely down to the courier and not the friendly staff I dealt with at Bonners itself over the phone. I purchased a bundle of kit including a digital piano (F130R) for next day delivery on Bank holiday Monday. Naturally I expected it to arrive Wednesday which Bonners had informed me would be the delivery day. I asked my wife to work from home so she could take delivery along with some other deliveries we had planned. Sadly the courier delayed the delivery by a day saying it didn't arrive in time to go out for delivery in Nottingham. So only mildly disappointed I called them and rearranged the delivery for Thursday to my place of work (college). On Thursday morning I checked the online tracking and at 06.09am it was on a van "out for delivery". By 4pm I was getting concerned it would not arrive before my college closed. I was informed by the call handler at UKMail that the package was removed from the route some 20 minutes after it had been put on it for no reason. They couldn't tell me why and couldn't tell me where the package even was at that time. I told them to find out and to call me back as soon as possible. They promised to get back to be by 7pm. They did not. I called them at around 5.30pm (where they still had no answers for me) to leave a note on the job to keep the package at the Nottingham depot and I would collect it myself. Frankly the level of service by the courier has completely ruined this purchasing experience. I was honestly full of excitement on Wednesday to get my new piano but as the week has progressed and I have been left uninformed and forgotten by UKMail I have been forced to change my plans today just so I can go and collect it myself from the courier depot. Do not let this review taint your opinion of Bonners as they themselves did their part well. A great service and great deal on their behalf. But if you have something shipped to you and UKMail are involved you best hope for a better service and level of customer care than I received. So diluted is my faith in UKMail now that I half expect the package not to be at the depot when I go there later! Negative I know but that is how I feel after this week. Kevin C”

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Posted 8 years ago

Hello Kevin, I am so sorry to read about your completely unacceptable experience with UK Mail, and thank you for not blaming Bonners! It is very frustrating to be let down by a courier - it reflects badly on us as well as being a pain for you. Many apologies. I trust you now have your new piano and are enjoying playing it? If there is anything further we can do to help you, please don't hesitate to contact our piano department directly on 01323 636140. Best Regards, Amanda

Posted 8 years ago

“I can't really give the review anything other than poor as you have asked me to write a review for a bass that was ordered before Christmas but I haven't received yet!”

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Posted 9 years ago

Dear Clive. I am very sorry this has happened - sometimes gremlins creep into the system. Your bass was ordered just before the Fender Christmas shut-down, but rest assured it has been despatched from them to us this week. Should arrive with us tomorrow. We'll contact you as soon as it arrives to arrange a convenient delivery day. Best regards, Tony

Posted 9 years ago

“Wrong Piano delivered without Bonners being aware of this. Very poor service from the Courier - several non deliveries without contact. Bonners had to drive 60 miles to collect the wrong Piano to be delivered to the correct customer, and deliver my Piano. On a positive note - Customer service were very apologetic and friendly when sorting out the problem.”

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Posted 9 years ago

“The wrong part was delivered twice, leading to an extra 6-week wait for the final product. I was told that some additional items would be provided as an apology, but nothing else was received.”

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Posted 9 years ago

Dear John Thank you very much for your feedback. I would like to tray and sort this out for you and ensure you receive everything you were promised. Please could you contact me directly on 01323 636140, or tony@bonners.co.uk so that I can discuss this further with you. Our apologies again for whatever happened with your order to create this unfortunate situation. Regards Tony

Posted 9 years ago

Dear John Thank you very much for your feedback. I would like to tray and sort this out for you and ensure you receive everything you were promised. Please could you contact me directly on 01323 636140, or tony@bonners.co.uk so that I can discuss this further with you. Our apologies again for whatever happened with your order to create this unfortunate situation. Regards Tony

Posted 9 years ago

“Initially, I was impressed with the retailer and the salesperson. After purchase however, I had a problem with the instrument and was told (by a different salesperson) that because I had purchased at a discounted price (still £350 thank you very much) that I should be content that I had received a bargain and that Bonners would "be doing me a favour" to have one of their staff try to repair the problem. The chap on the phone was dismissive, rude and bordering on intimidating......Bonners is fine so long as you haven't bought a discounted instrument that has a fault!!!! Not impressed. Will never return...discount or no discount.”

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Posted 9 years ago

Dear Rosalind Thank you very much for your feedback. The problem that you are referring to is the scratch on the body of the violin which you purchased from us? At the time, you confirmed that the scratch happened after you had taken the violin home. Accidental scratches are not covered by the warranty, but we advised you that we were more than happy to try and repair the scratch for you free of charge. You emailed us photos of the instrument - but you had dismantled it (ie removed all the strings, tail-piece and bridge), so we could not be sure how the scratch had occurred. We would still be very happy to try and disguise the scratch for you free of charge. Please accept our apologies if you didn't feel that our staff were not sympathetic to your request at the time. Please let us know if you would like to return the instrument for our workshop staff to take a look at for you.

Posted 9 years ago

“The first sales lady that I encountered was very helpful. She then went on holiday. I felt that everyone was far too busy to deal with everything and that the accounts people were helping out on the shop floor. I then wanted to return a pair of speakers (cost approx. £300). I had used ONE for a total of about 3 minutes and had then decided that they were not what was required, so I returned them all boxed and wrapped, some 5 days later, only to be told that they would offer me only £150 as they were now used. Dreadful customer service and I will never go back.”

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Posted 9 years ago

Dear David Thank you very much for your feedback. I have looked into the situation and according to our bank records you were offered the full value of the speakers (£249) in store credit because they were originally purchased in-store. You didn't take this option, so in consideration that the item had been opened and used, we refunded you £235 to your credit card on 9th September 2013 - not £150 as you stated in your review. This amount reflected the discount we felt was required to sell the speakers on to a subsequent customer, having already been opened and used. I am extremely sorry for any mis-understanding. Please contact me directly if you disagree with the amount that our bank records show as having been refunded to you. Kind Regards Tony

Posted 9 years ago

Dear David Thank you very much for your feedback. I have looked into the situation and according to our bank records you were offered the full value of the speakers (£249) in store credit because they were originally purchased in-store. You didn't take this option, so in consideration that the item had been opened and used, we refunded you £235 to your credit card on 9th September 2013 - not £150 as you stated in your review. This amount reflected the discount we felt was required to sell the speakers on to a subsequent customer, having already been opened and used. I am extremely sorry for any mis-understanding. Please contact me directly if you disagree with the amount that our bank records show as having been refunded to you. Kind Regards Tony

Posted 9 years ago


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Bonners Music Reviews