I've had an amazing experience with the customer service team of DS music. I mistakenly ordered a perpetual license upgrade (kind of like an expansion pack) instead of an actual license for Sibelius s... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I didn't receive any goods, as I gave up and asked for a refund after two weeks of delays and failed promises. Even the refund did not appear in the promised interval. And when you're dealing with a... See more
Company replied
I've bought several instruments from DS music : bass guitar, ukulele, cajon as well as Christmas gifts (brilliant crackers) and sheet music they print for me. Always have a good, knowledgeable, friend... See more
After purchasing a product online, the store manager rang to tell me that particular item was not in stock. He advised an identical but much cheaper, and even explained it's installation. The refund... See more
Company details
Information provided by various external sources
Sibelius 6 Education, Sibelius 6 Professional and Sibelius Student Edition with free technical support all in stock ready for next day delivery...DS Music, visit our highstreet music shop in Monmouth
Contact info
2-4 Monnow St, NP25 3EE, Monmouth, United Kingdom
- 01600 772770
- sales@dsmusic.com
- www.dsmusic.com
I've had an amazing experience with their customer service!
I've had an amazing experience with the customer service team of DS music. I mistakenly ordered a perpetual license upgrade (kind of like an expansion pack) instead of an actual license for Sibelius so I therefore could not use the product. Once I got in contact with the team asking if there was anything I could do about it, they liaised with Avid (owners of Sibelius software) and found a great solution in which the money I had spent did not go to waste and I got a more suitable licence in exchange rather than having to pay more money. I made the mistake but the customer service team were understanding and went above and beyond. Thank you so much!
3 March 2021
Unprompted review
Knowledgeable and friendly staff
I've bought several instruments from DS music : bass guitar, ukulele, cajon as well as Christmas gifts (brilliant crackers) and sheet music they print for me. Always have a good, knowledgeable, friendly experience with staff who are musicians themselves. Great shop. Recommended.
25 August 2020
Unprompted review
Just tried to call/chat to get some…
Just tried to call/chat to get some advice on sibelius for my daughter. Nobody on the chat despite stating available to help, then tried to call and got a message stating that nobody available to speak, no opportunity to leave a message. Poor service.
29 July 2020
Unprompted review
Purchase of Sebalius 7
Excellent service. very quick and efficient. Thank you for my Sibelius 7, as a teacher i received a good discount .
3 November 2013
Unprompted review
Good communication.
Was in a hurry to get an item and got some great help along the way.
6 August 2012
Unprompted review
No complaints
Apart from a minor glich when the card security failed to accept my card, I was able to collect the music I had ordered online from the shop as arranged. Ds music phoned me to apologise for the difficulty with their card security and I was able to pay for my order by card when I collected the music
20 July 2012
Unprompted review
DS IS THE BES (T)
SPEEDY SERVICE, VERY ATTRACTIVE PRICING, GOODS ARRIVED IN PERFECT SHAPE EXACTLY AS ONE WOULD WISH.
ERM... THAT'S IT!
17 July 2012
Unprompted review
Absolutely first class service !!
Thank you for your service - I am now fully immersed in learning how to 'drive' my recently acquired Sibelius 7 First, and improving by the day !!
17 July 2012
Unprompted review
Sheet music with CD - electric guitar
Arrived very quickly in great order. Thanks
14 July 2012
Unprompted review
Superb service - express delivery.
Ordered score on Friday said delivery 3-5 days but arrived next day.
14 June 2012
Unprompted review
Sheet music order
Ordered sheet music online around midday Wednesday & it arrived Thursday morning! Also received a phonecall Weds p.m to inform me that as the spine & cover were creased I would get 40% off.Fantastic service - will def. use this store again :-)
14 June 2012
Unprompted review
Excellent
I called to ask a question about a potential purchase and not only did I get a solid answer, the sale process was smooth and the product with me the following morning.
That's all I ask for in a web company and something I rarely get hence the 5 star review
6 April 2012
Unprompted review
Very satisfied
Very prompt delivery, bought the Varigrip from PlanetWaves. Brilliant product, brilliant service. Site added to favourites -Will definitely consider buying from DS Music again :)
2 April 2012
Unprompted review
Poor communication regarding postage
I had to wait a whole month for my order to arrive in Austria from the UK. Having seen that orders would be sent within two working days, I didn't receive a tracking number until almost a week later. The package didn't arrive and was apparently send back to the UK and resent to Austria. It finally arrived here but with the wrong name on the address, as they had printed the payer's name with the recipient's address, which must have lead to the original problem of the Austrian postman not being able to find the name on the recipient's telecom at her building. I'm happy that DS Music resent it but they could have got in touch to say what was happening and to clarify the delivery name and address. As it was I was waiting a whole month wondering where on earth my package was.
20 March 2012
Unprompted review
Reply from DS Music
Dear Rhodri,
We are really sorry about this - we hold our hands up, we are completely at fault. Your order was accidentally sent (straight away) via Royal Mail Special Delivery (UK next day) instead of on an EU delivery service, which is why your order was held up by the Royal Mail UK border control and then returned to us, which took some time - it was only when it was returned to us that we realised that we had sent it on the incorrect delivery service. We then sent your order out to Austria via the quickest delivery method available to us.
In order to ensure that the above does not occur in the future, we have improved our distribution processes (which also includes correcting the delivery name on the delivery address issue). I have also had a stern word with the employee concerned who should have contacted you when the parcel was returned to us by the Royal Mail UK border control.
At DS Music we are all about looking after our customers and I hope you can see that we have put in places measures so that such a series of events does not happen in the future. We are extremely sorry and hope that we will be able to help you in the future.
Best Wishes
Jon
Jon Petrie
Managing Director
DS Music
01600 772770
www.dsmusic.com
Unreliable and unprofessional
I didn't receive any goods, as I gave up and asked for a refund after two weeks of delays and failed promises. Even the refund did not appear in the promised interval. And when you're dealing with a frustrated customer, signing off "Have a great day" is irritatingly casual.
[link] delivered the product the next day as less than £5 greater cost.
I won't be using D S Music online again, and I won't be calling at the shop either.
17 March 2012
Unprompted review
Reply from DS Music
Dear Alistair,
We are sorry that you experienced a delay for Sibelius 7 Professional. We usually carry high stock levels of this item for next day delivery, however we ran out of stock due to a manufacturing delay, which Avid (manufacturer) were not expecting. When you placed your order the item was marked with a lead time on the product page 'Usually dispatched within 1-4 days' due to it being out of stock. Unfortunatly the lead time was longer than anticipated so we kept you updated of this, with Avid giving us 2 different ETA's in total. I can appreciate that you may think we were messing you around by changing an ETA but we were giving you as accurate and honest information as possible throughout. I can confirm that Avid did meet their 2nd ETA and we now are back to having our usual high stock levels of Sibelius 7 software. Your refund was processed the same day however I understand that HSBC took a few days longer to refund it back to your card which we are sorry about - HSBC usually take 1-3 days to refund. Lastly, the email sign off 'Have a great day' was only written (by me) in a friendly manner and was not used to cause any offence - I appologise if it did.
Anyway I again appologise for the delay - if we can help you in the future please do not hesitate to contact us!
Best Wishes,
Jon
Jon Petrie
Managing Director
DS Music
01600 772770
www.dsmusic.com
An excellent customer experience thank you
I needed a Beatles "Help" album cover mug very quickly for a present. The product arrived within 2 days and had been perfectly wrapped to ensure safe transit. Thank you very much.
15 March 2012
Unprompted review
Knowledgeable and interested
Perfect, cared about my business, were very knowledgeable and were very quick to dispatch the item.
12 March 2012
Unprompted review
excellent product and service
Great advice on the phone, good product and great technical support - did sell me the wrong lead that connects my piano and laptop tho'
10 March 2012
Unprompted review
Reply from DS Music
Hi Keith, We are pleased to hear you are very happy with our service! You are more than welcome to return the midi lead to to us as long as its in its original unopened packaging. Best Wishes, Jon, DS Music 01600 772770
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.