Bonners Music Reviews 

I got a good price on the trade in. I bought a new Yamaha dgx670 and picked it up at the Newcastle showroom, the staff were extremely helpful.

Excellent service from initial advice when purchasing the piano to the 2 lads who done the installation.

Best music store going. Great choice , great advice and lovely staff. Thoroughly recommended.

Went to their new and outstanding piano showroom in Newcastle. Was given the run of the showroom - no sales pressure, just good information and advice.

Went back a couple of days later. Got a good trade in value for another keyboard. Delivery without a hitch.

Not my first purchase form them - won;t be my last either. Recommended.

One of the most disturbing retail experiences I have ever had – systematic bullying and liability-shifting over a £1,150 item

My experience with Bonners Music was not just bad — it was alarming.

Bonners arranged delivery of a £1,099.00 keyboard which was never delivered to me, but dumped by FedEx into my front garden without warning, without consent, without a signature, and without any attempt to contact me. The box was enormous, extremely heavy, left in a flower bed, destroyed plants I had grown over several years, and partially blocked access to my front door.

FedEx later confirmed clearly that this did not constitute a valid delivery and explicitly instructed me not to touch the item, not to bring it into my home, and not to accept responsibility for it.

What followed from Bonners was nothing short of disgraceful.

Instead of taking responsibility for a failed delivery of a high-value £1,150 item, multiple staff members (Tony, Vicki and Richard) engaged in what I can only describe as systematic pressure and bullying. I received repeated emails and phone calls attempting to force me to “coordinate collection”, make myself available to their drivers, and even bring the keyboard inside my home — directly contradicting FedEx’s instructions and clearly designed to trick or coerce me into accepting legal liability.

I was repeatedly bounced between staff members, each claiming they “hadn’t read previous emails”, a transparent tactic to reset the conversation, avoid accountability, and wear the customer down. When I raised the damage to my property and plants, one staff member outright refused to comment and went silent.

Despite being fully aware that the keyboard had been misdelivered, Bonners allowed this £1,150 item to sit outside my home for eight days, exposed to rain and the elements, despite having endless opportunities to collect it immediately using their own drivers. Even their own collection drivers later expressed disbelief that management had allowed it to remain there for so long.

During those eight days I was unable to properly use my front door, was forced to constantly monitor a high-value item abandoned on my property, and experienced ongoing stress and anxiety — all caused entirely by Bonners’ refusal to act responsibly.

Eventually, after sustained pressure, Bonners finally collected the keyboard. Their drivers — who were polite and professional and clearly uninvolved in the office-side behaviour — handed me £90 cash for the destroyed plants. That £90 does not begin to address the intimidation, stress, disruption, loss of enjoyment of my home, time wasted managing Bonners’ failure, or the repeated attempts to illegally shift responsibility onto me for an item I never accepted and was explicitly told not to touch.

This was not a mistake. It was a pattern of behaviour:

refusal to take responsibility

deliberate liability-shifting

intimidation and pressure

avoidance through staff rotation

disregard for property damage

disregard for customer wellbeing

I have escalated this matter via Citizens Advice to Trading Standards because behaviour like this should not be tolerated. If this is how Bonners Music treats customers when something goes wrong — particularly over a £1,150 product — then others deserve to know before trusting this company with their money.

I would strongly advise anyone reading this to think very carefully before dealing with Bonners Music.

Edit. 30-Dec-25

What does shame I'm not able to upload audio phone call recordings along with this review. Because I recorded every interaction with the staff at Bonner's music. And it's also a shame I'm not able to upload all of the screenshots of the emails from Tony.. so that people could see the absolute bullying that took place.

Attempts to put right? The attempt to put things right involved me being held a hostage and prisoner in my home own home for eight days and taking liability for and bliocking my corridor with a huge heavy package dumped in my front garden in the rain by their courier. Which even FedEx customer services advised me not to do. How Bonner's Music can pretend of any of this is 'an attempt to put this right' after such appalling behaviour and treatment of a customer is quite staggering.

Big thanks to the Bonners customer service team for organising a part exchange against a Yamaha Montage M8X delivered last week.

Excellent customer service and communications, arranged delivery of the new keyboard and collected the part exchange all within 7 days, especially as it was just before Christmas.

Would definitely use them again, and the keyboard sounds and plays great, plus many thanks to Tony’s inspirational videos over the past months and years.

Really good experience with this company. Very responsive and friendly on emails and phone, kept up to date with order. Great service overall.

I recently bought a digital piano bundle online and am absolutely thrilled with the product and with the entire customer experience. Dan was super helpful on the phone and able to resolve an issue for me. Would highly recommend Bonners and will use for all my future purchases.

My experience with this company has been absolutely unacceptable from start to finish. I would never advise anyone to order from their website or have any business with them again. What happened to me was not just inconvenient it was unprofessional, inflexible, and deeply disappointing.

I ordered a piano through V12 Finance and provided every detail correctly. The piano was to be delivered to my official address, exactly as stated in the finance agreement. The only thing I requested was not to have a team of strangers enter my flat to assemble the instrument something many retailers have no issue accommodating.

Instead, Phil Kerry misinterpreted (or misrepresented) my request, told V12 something completely different, and caused my finance application to be cancelled unnecessarily. When I explained the situation clearly, they refused to fix it and simply pushed me to pay the full amount upfront. The level of inflexibility and lack of responsibility from their team was unbelievable.

This entire experience has left me with zero trust in their professionalism. I will make sure to share my story with my artist friends, musicians, and anyone considering buying from them. People deserve to know how poorly they handle customers who don’t fit their ideal “easy” delivery situation.

I’m extremely disappointed and strongly advise others to think twice before choosing this company.

Great service. Ordered an amplifier online described as used which frankly appears brand new.
Very quick delivery too and carefully packaged.
Great experience.

If I owned a piano shop, or was talented enough to work in one, it would be exactly like Bonners. Imagine every digital and acoustic piano under one roof, all on display and ready to play, with expert advice on hand should you have any questions... and I had a lot! Emma, at the Reigate store, was so professional and knowledgeable but put absolutely no pressure on me to buy or make a decision. I spent about 3 hours moving from one option to the next and then back again and, if I needed help, advice or opinion, Emma was able to offer it. As I am a beginner, I can't possibly get the most out of the instruments, so I was spoiled and impressed by Emma's demonstration which displayed the capabilities of the Roland LX5. In the end, I chose the Kawai CA701 and I am over the moon with it... now I just need to learn how to play it! If you are thinking of buying a piano of any kind, go to Bonners, you will not be disappointed.

Fantastic support from Bonners and their staff. That will always be my main supplier for professional music equipment.
Thanks a lot.
Best.
Allan.

We purchased the N1X from Bonners Music in Reigate and couldn’t be more delighted. The piano performs beautifully and has brought us tremendous enjoyment. Emma provided outstanding service throughout, and the delivery team were excellent as well. We would highly recommend Bonners Music

I bought a mini grand piano during the Roland Day Event this year and from start to finish, Bonners Music was superb! The showroom was phenomenal, the customer service was excellent, the delivery went smoothly, and my piano came in perfect condition (I love it)! Highly recommended!

We were initially looking to buy a Casio keyboard for our granddaughter and visited Bonners brand new showroom. The whole experience was lovely, from the initial welcome to then dealing with a very knowledgeable Steve Gilbert. We ended up not only buying the Casio keyboard but also bought the Casio PX-S1100 electric piano. As we were buying both items and stands and a piano seat, Steve worked out a small discount. The sales service was excellent .

Very friendly and helpful staff, wide selection of instruments to choose from with many on display to try out, I changed my order at short notice however this was not a problem and the staff member was able to sort it for me.

The salesman was very helpful and told me exactly what I wanted to know regarding the amplifier.

We recently bought a piano from Bonners and had a great experience from start to finish.

The showroom is fantastic — clean, well laid out, and had pretty much everything we wanted to try out. The staff were helpful and friendly and clearly knew their stuff.

There was a small issue with the piano delivered to us (not Bonners’ fault), but when I spoke to Toby, he suggested a few ways to sort it on the same day. Couldn’t have asked for better service.

All in all, we’re really happy and would highly recommend Bonners to anyone looking for a piano.

We recently purchased a premium piano from Bonners Music and couldn’t be happier. The first piano arrived with a minor issue, which we flagged to Amanda. She responded swiftly and resolved everything promptly and reasonably, making us feel truly valued.

A big shout-out to the Bonners self-delivery team as well—they were polite, on time, and quickly brought the replacement part. Their communication and service were exemplary from start to finish. We’re so glad we chose Bonners Music—highly recommended!

I bought a Nord Piano 5 from Bonners with an accompanying soft shell case.

First, it's important to express how helpful all staff at Bonners were. I contacted the store by phone initially to discuss the product as the price seemed too good to be true. I don't remember the name of the lady I spoke to but her technical knowledge was great and she spoke honestly without pressure to buy. As soon as I ended the call I felt confident to purchase and the secure checkout on the website was easy to use.

I received subsequent emails from Bonners with my invoice and details on dispatch and shipping. The emails (from Phil, I believe), were informative and when I responded there was a quick reply sharing my excitement and answering my questions fully.

The shipment was fulfilled with TNT. To be honest, this part wasn't great. The product arrived promptly (though a day later than tracking suggested) but there were tracking issues. The tracking app told me that the product had been delivered to me almost three months before I had purchased it and was currently in Holland. No idea.

HOWEVER, none of this is a reflection of Bonners service as they were terrific!

The instrument itself... What a beautiful thing. The instrument was second hand but in brilliant condition and had been cleaned and guaranteed by Bonners. The price was incredible. I haven't found it cheaper anywhere, including ebay and other second hand marketplace.

I love my Nord Piano 5 so much that I have returned to leave this review a couple of months after purchase simply because I'm so grateful to Bonners for the price, ease of purchase and quality of communication throughout.