Loog Guitars Reviews 31

very quick delivery and customer service

The piano broke and loog offered no support.

Guitar string broke. Went to the LOOG site to order new strings. Ordered the only classical guitar strings on the site. They came. The did not fit the guitar. I wrote them and they said I ordered the wrong pair. There is no other pair on the site. They then said that since I opened the pack I could not return.
They don't even have the correct strings for the guitars they sell as out of stock on their site.

We've had the loog guitar for a bit and just updated the app. Now pretty much all content is trying to get us to pay for monthly subscription of like $10 per month. Trying to hook kids with "be in the band" and "play the songs you want". No thanks.

Scam of a company. Ordered early November for Christmas. It’s now the end January and no guitar and no refund. They issued a tracking that wasn’t real and I’ve been chasing a real person for answers ever since. All I get are AI emails that continually ask me the same questions and never have any resolution. I was finally told a new one would be shipped last week and I still have no information. Don’t waste your time on this crappy company.

I have ordered a guitar for my 3-year old niece for her birthday on the 3rd of January. The parcel has never left Ireland since 5th of January. The « customer service » is useless and have been repeatedly saying not to worry the shipment link will update soon. I will report them for fraud and I wish I saw these reviews before I ordered. It’s a shame…

Got both piano and guitar for my kids. Both are fantastic quality, shipping to Canada was no problem. Haven't checked out backstage pass portion yet.

Unfortunately I am one of the many people who have been scammed by this company. There is no customer service and tracking still does not show my order anywhere near my home after ordering on December 6th 2025. Stay away from this company! I have opened a fraud report with my bank.

I ordered a guitar on November 22. As of December 11, the order had still not been shipped.
When I attempted to contact the company, I was repeatedly passed from one customer service representative to another without any resolution. I then requested to cancel my order, but I was told this was not allowed, even though the item had not yet been dispatched.
It is now December 21, and I have been forced to pursue a refund through my credit card company due to the lack of cooperation and transparency.
Based on this experience, I strongly advise others to avoid this company

Order placed December 1st, marked 'shipped' on the 11th, but as of December 17th—no tracking number (they clearly haven't shipped it). Customer service gaslights you and wastes your time. Terrible—my daughter's Christmas gift won't arrive on time

I bought the Loog Pro Electric Transparent for my son, who was incredibly excited to finally learn guitar. The guitar looks great, but what we received was honestly dangerous — especially for a product marketed to children.

Within 30–40 minutes of holding it, the fret edges sliced my fingers open. The frets are razor sharp, not just slightly rough. No child should ever come near this in this condition.

On top of that, the tuning peg washer is loose and rattles nonstop, even after tightening it as far as I safely could.

I reached out to Customer Care right away. Their solution?
They told me to sand the razor-sharp frets myself and tighten the hardware — on a brand-new children’s guitar. Then they offered a small discount if I fixed it myself, or a replacement link that included a 20% restocking fee, even though the guitar arrived the same day.

This is unacceptable for a kids’ instrument.
For safety reasons alone, I cannot recommend buying from Loog. Their response felt dismissive, and nothing about this experience has matched the quality or care they advertise.

Parents should be warned: Inspect these guitars carefully — sharp fret edges are a real issue, and Customer Care did not handle it well.

Horrible customer experience overall. Their marketing automation is a mess. Did not agree to receive marketing material but they added me to an email list based on my abandoned basket only - this is a clear breach of GDPR. I received an email offering me free shipping but it only works in the US. Their prices are much higher for EU customers by almost 30%!

Received a damaged guitar, emailed details multiple time, no customer service apart from AI generated responses.
Don’t purchase from this company!!!

for the price you think it come with batteries or be rechargeable

I like their products--we have a guitar and a piano--but customer service is awful. Our piano has problems--I messaged multiple times and, months later, never received a reply. When I tried to sign up for Backstage Pass so my daughter could play some extra songs on her guitar, it took more than a week and multiple follow-ups to get them to send me a code, a process I expected to be instant (as it would be with basically any other app). Then, when I tried to cancel it after a couple of months, I had to go through multiple emails with customer service in which I was told that they were "making an exception" for me by cancelling, even though I was just paying month by month and not requesting a refund, just to stop being automatically charged. There should just be a button to sign up or cancel Backstage Pass, but instead I had to answer questions about why I wanted to cancel and then be made to feel as if it is unreasonable request.

Great products for beginners!

Dont trust. I received a non working loog piano. Have been trying to contact by whatsup and email and they dont even bother repliying. Worst costumer service. Waste of time and money. Useless device.

DO NOT BUY FROM THIS COMPANY.

Ordered a guitar for my son and they shipped a completely different one. When I alerted them to this, they refused to ship me the correct item until I arranged a courier for the incorrect one (at my own expense, which when challenged they say they would “refund afterwards.” They then stopped replying to my emails and repeated requests to cancel my original order and issue a refund. This went on for a matter of weeks, during which time they had taken almost £200 of my money. It’s only when I threatened consumer action, took to social media and alerted my bank to them taking money fraudulently from me that I eventually heard back.

Buyer beware - there are many, many similar complaints on their social media from similar customers.

DO NOT ORDER!!!! Customer service no where to be found. I orded for christmas, i have reach out to them 3 times still no response. They do not give a F#^#ck

Loog are an American company who have decided to set up a website which eludes to their having a European arm, which you would imagine would offer you some form of protection as per UK and European laws.

IT DOES NOT.

We ordered a guitar from the European website and changed our minds.

Distance selling in the UK gives you certain protections including being able to send back an item that is no longer needed, faulty, late or not suitable.

Initially on contacting Loog, having changed our mind, we were told 'no problem' and to access their returns portal.

When the portal would not recognise our Order number, we contacted Loog again...who then clarified their 'no returns outside of the US' policy.

I believe this is verging on fraudulent, as if you look at their returns policy, it states that they are happy to accept returns and provide a link to initiate their returns portal.

However, when I went back to the returns page to double check it, it did indeed mention the 'no returns' policy.....BUT ONLY AFTER the link to the portal. We (as I'm sure many others will) didnt read that far as the natural thing to do is press the link that takes you to the return portal

LOOG should make the 'no returns' policy clear before the sale occurs FOR ALL EUROPEAN CUSTOMERS....and certainly should not have created a bogus 'European' website that has a 'no returns' policy.....because it ships outside of the USA.

Feeling totally misled. Wished we'd read the other negative reviews of this company before we purchased.

The sales process infers returns are easy, whatever the reason. We, like others, are now stuck with a product we don't want.

BUYER BEWARE!