Heid Music

I purchased my son a used saxophone and wanted to get it cleaned up and pads replaced. I was told the sax would get disassembled and a full dip/​flush clean for a quoted price of around $ 100. I was told it would take about a week due to the busy holiday season. After a week I called and talked to the sax repair man to check on the sax wanting it complete in time to give my son for Christmas. The sax man told me he was currently working on it and did not have to take it apart and told me if he had it would have been about $ 30 or so more. Which was completely different to what I was quoted when I set up the appointment. I was under the understanding the sax was going to get a complete deep clean. I picked up he sax, and the sax man did a terrible job. He replaced the pads but I noticed cork that was never replaced and the clean job was horrendous. It looked like someone just took a tag to it. The books and cranny a were still caked with gunk… Because I wanted to give this in time to my son for Christmas and at that point I did not have the strength to complain I did not have them redo it. I was far too disappointed to ever step foot in there again. EVER. Shame on Heid music for doing such poor work and charging people for nothing.

First, even if this store kind of sucks, it’s still kind of nice to have around. Sometimes you need some instrument-​related stuff QUICK, whether it’s mutes, a mouthpiece, common sheet music or whatever. Even if it’s overpriced. Even if the service is kind of pretty bad. This review is long and damning, but it’s the truth and writing it is a bit cathartic for me.
I’ve been in this store maybe 5 times. First time I was just checking it out when it was new. I went back a few more times for random stuff like manuscript paper, a spray bottle (I play trombone), guitar strings, etc. Most stuff is marked up 10−30% from an online retailer’s prices. They did have a few decent professional-​level brass instruments that were not marked up too badly.
I can echo another reviewer’s experience that I felt kind of invisible. Only once or twice has anyone approached me when I was in there to ask if I needed help. One time I had a question and stopped a young female employee who was walking by. Without actually stopping she sort of half-​answered my question, said «If you need anything else let me know» and proceeded toward her co-​worker to tell him about something funny she’d just seen on the internet. I guess that was her real priority in that moment.
But one experience made me vow to never go there again unless absolutely necessary. It began when the pad on my trombone’s water key finally broke apart and fell out — so I was stuck using wadded up paper as a temporary seal. Now, these pads are tiny discs of foam rubber that have an adhesive backing, which you simply press into place on the water key. A small child could do this, and the pads themselves should not (in theory) cost more than 50 cents.
I called Heid to tell them I needed a new pad for my trombone’s water key, and do they have any in stock? Their response was astounding. No, the employee said, but if I wanted to drop off my trombone, they could ship it to their main store in Appleton to «install» a new pad. This would take about a week, and the charge would be $ 60. I told him this was ridiculous and I was perfectly capable of doing this myself, and he countered that they don’t just change the pad — they inspect the WHOLE WATER KEY to make sure everything’s OK (wow, great). He said this with the smarmy indifference of someone who just doesn’t care what the person on the other end of the phone is saying. Frankly, I got a bit rude on him, and hung up. He deserved it. This would be like someone buying a new mouse at a computer store, and the store keeping their computer for a week til they got around to plugging the mouse in, then charging the customer $ 60. Absolutely no excuse for such shitty, opportunistic business practices. I ended up buying some water key pads off ebay, I think 20 for $ 5. They came in the mail 2 days later and I «installed» the pad myself in about 10 seconds.
So that’s the kind of store this is. If you REALLY need something you can’t wait a few days for from Woodwind/​Brasswind, Hickeys, Amazon etc. — then I suppose you can take your chances. Otherwise, I would steer clear. If you need repair service, look around for a local independent tech. Even go to Milwaukee if you have to, it would still be a better and probably cheaper experience than Heid.

Brought my daughter’s clarinet in for repair. Carl was knowledgeable, friendly and was able to explain the nuances of the repair to me. He also made some suggestions for reeds and other upgrades, and communicated with me via email. My daughter is thrilled and said it is shiny, works well and quite responsive. She also commented about the reed, stating that she doesn’t know why it is better but seem to make a significant difference in her playing. So, thank you so much, and I will be back soon to visit your shop.

Recent Change of staff has left me in awe of poor service.

We love it here! This is a great place for musical instruments, sheet music, and everything music related. They have a huge selection compared to other specialty stores in Madison and a great atmosphere. The staff seems very knowledgeable and friendly.