Music Direct - Audio Hardware Sales? Roon Nucleus+

First post. If this is not appropriate, I apologize for posting.
I want to share a very strange exchange (telephone call) I had earlier this afternoon with Jasmine in the support department at Music Direct.
Background: I purchased a Roon life membership in May 2016 and have been carefully following the steady improvements in the application and growth of the “roon environment” to make sure I didn’t wander aimlessly spending countless thousands of dollars unnecessarily. I have logged into the roon website, but have not installed any roon software, yet.
I finally purchased a Roon Nucleus+ device from the Music Direct website on July 16, 2019 and received emails notifying me that the item would ship on July 17; Music Direct also added California tax to a later receipt.
Two days later, my account indicated that the item was still “Unshipped” so I called and spoke with a gentleman in Sales who was likewise surprised that the order had not been filled because they have the item in stock – so he transferred me to Support and that’s where I had the opportunity to speak with Jasmine.
She happily explained that for first time purchases that they will “email and call” the new customer to make sure they had placed the order. She also confirmed that while she had not emailed me, that she had called me and left a voice mail asking me to call and verify the purchase. I did not receive a voicemail message and my call log does not show any incoming or missed calls. This conversation then went from bad to worse and she offered to just cancel the order all together and I confirmed to cancel the order. I also stated that I hoped to speak with a customer service supervisor because this was a very distasteful exchange.
I have received the Music Direct catalogs for a couple of years and their website looks legitimate. I do not know if they were “stalling” because they did not have the item in stock or if I just had a bad experience, so to speak.
Has anyone else had bad experience with Music Direct? Are they a legitimate audio hardware reseller? I have a suspicion that something is wrong, but I cannot put my finger on it and wanted to share this experience with the hope of helping others or learning that my experience was not typical. Thanks in advance for the feedback. Sincerely, Mark L.

Yes, they were a legit dealer of ours.

However, we enacted a new policy which prevents our dealers from selling online. There are many reasons for this, but the important thing here is that dealers can not sell online. Music Direct’s business is online-only.

Music Direct and a couple of others still had some inventory last I checked. Music Direct decided to sell off what inventory they had a small discount. While we don’t like this, there isn’t much we can do here as they are no longer a dealer.

So, while they were a legitimate dealer, they are now a legitimate non-dealer. This doesn’t mean you shouldn’t buy from them. In fact, they have the best deals for Nucleus/Nucleus+ at the moment, and if you can, do take advantage of it! The decision to cut them off was not due to a fault in their business, but due to a shift in our commercial strategy.

As for your experience, it doesn’t sound pleasant or typical. I will have @SteveSilberman look into this for you.

Hi @danny Thank you for your reply. I received an email a couple of hours ago from Seth inquiring about the canceled order. I thanked him for contacting me and shared with him my experience with the company support staff. He thanked me for sharing my experience and said he would work with them to improve the customer experience. I have not decided if I will make the purchase, but at least I know they are a legitimate audio equipment dealer. Thank you, again. Peace. Mark L.