Sorry, not posted for a while - been away.
But in that time, I am afraid to say that I have been badly let down for a second time by the famous Ukulele shop - Duke of Uke in the UK.
This is a store in London that specialises in Ukuleles - so is the sort of shop that a uke fan should support - sadly though, if such a shop cannot offer good customer service, I am a big believer in telling people of the problems, and suggesting they think twice.
NOTE - my complaint lies with their web service - never been to the shop - but they have a funky looking web store... that fails.
On 30 April I placed an order for an instrument that would be a present to give to somebody on the 11th May at the VERY latest. The item showed as "in stock", and the order went through and my money taken.
On Tuesday 4th, my order was still showing as "processing", so I emailed the store asking when it was despatching. No reply... I therefore called the store and spoke to a helpful chap who told me the item was out of stock... erm? sorry? I ordered it and it said in stock? Nope, sorry, not in stock....
I therefore explained that I needed to know if it would be in stock that week and despatched because I needed it for very early the following week - I explained that if that was not possible, not a problem - I would cancel and order elsewhere... The helpful chap took my number, and said he would check and call me back. I got a call back in about 30 mins saying that the item would be with them on Thursday definitely, and that they could then despatch it earliest that Friday. hmmmm, I thought - thats a little tight, but I was assured that this would mean it would be with me by Tuesday at the latest... I agreed that we would do that, but I needed his assurance it would be sent on Friday. I was promised.
I then went away for the weekend, returning on Monday with no net access - checked my mail on Monday to see that it was still showing as "processing". I emailed the store - no response.
Tuesday morning post and no delivery, and on checking the site, I now note that it has despatched, today, Tuesday. I needed it today, Tuesday. I was promised it today, Tuesday, AT THE LATEST.
I have emailed them again with my complaint.... no response. The gift I was supposed to give today is now late. I look like a mug.
I think part of the problem lies with their website not being updated, and their emails not being checked. But you know, that would explain things a whole lot better (whilst not absolving blame) if it wasnt for the fact that I actually SPOKE TO THE SHOP last week and was PROMISED it would be sent for arrival this Tuesday at the latest.
This comes on the back of an order I tried to place a few weeks ago, again showing in stock, only to be told several days later that it wasnt - (plus a fairly uninterested chap on the phone when I phoned to cancel)
Maybe I should have known better..
A sad tale - plenty of shops I like, and a real shame that a shop that gets such good Google results, and SPECIALISES in Ukes just cant deliver a mail order service.
I also think they are a touch expensive, but that is another story.
(Sorry Duke Of Uke - if you read this and have any queries, do get in touch - but all of the above is accurate - i was promised delivery last week, you failed to do so....)
Go with Eagle Music, Highly Strung, or Southern Ukulele store - those guys care, despatch on time and respond to emails!! (also cheaper!)
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11 May 2010
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