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Jerryc41
03-09-2018, 12:47 AM
The Ukulele Site, located on Oahu, is a premiere ukulele dealer, but their communication leaves a lot to be desired. Over the past few weeks, I have phoned and emailed many times. They do not answer their phone, return calls, or answer emails. Actually, I did get two responses to emails, but they really didn't deal with the questions.

Someone said that this is their busy season. That might be, but can't they deal with customers? There are lots of dealers selling ukuleles, and it's easy to click on another site.

https://www.theukulelesite.com/

Comments?

Capsfan89
03-09-2018, 02:13 AM
My only experience with the company was about 8 months ago and I can say it was positive. I changed my mind on what ukulele I wanted after I had ordered and had it switched to a new one no problem. It took emailing back and forth maybe 4 or 5 times within the course of 2 days. I was drawn to them by their well put together site and the time they put in to their set up process. They lived up to the mostly good reviews of them I would see constantly on here. That being said, now I have seen multiple instances of this lack of communication, and that's a shame for a company that puts so much time into the little things that make your uke perfect, is faltering on the most important thing a retail business needs to be able to do.

erikro
03-09-2018, 02:56 AM
My recent experience was very positive. Nothing but good things to say.

cogfasser
03-09-2018, 03:22 AM
Same here, I've recently had email conversations and purchased some items. Very happy with their service. Zach was always responsive to communications via email.

JJFN
03-09-2018, 03:28 AM
I've purchased three ukuleles and have a custom on order. I have nothing but positive things to say about The Ukulele Site/HMS. There was a problem with one order and the problem was settled to my satisfaction. The instruments were set up perfectly and delivered promptly, so I think they are great. I live on the East Cost USA, so there is a 6 hour time difference. I communicated via email and always received prompt and courteous replies.

Jerryc41
03-09-2018, 03:32 AM
My only experience with the company was about 8 months ago and I can say it was positive. I changed my mind on what ukulele I wanted after I had ordered and had it switched to a new one no problem. It took emailing back and forth maybe 4 or 5 times within the course of 2 days. I was drawn to them by their well put together site and the time they put in to their set up process. They lived up to the mostly good reviews of them I would see constantly on here. That being said, now I have seen multiple instances of this lack of communication, and that's a shame for a company that puts so much time into the little things that make your uke perfect, is faltering on the most important thing a retail business needs to be able to do.

I ordered from them about two years ago, and the transaction went fine, but all I did was click "Buy" and then wait a couple of weeks. No extra communication.

UkerDanno
03-09-2018, 03:34 AM
I've had good and bad experiences with 3 of the most prominent vendors mentioned on this site, I guess they all get busy at times. They are mostly all small businesses. The instruments I did get were all nicely set up, in one instance it went bad and was returned with full refund minus shipping.

Ukulele Eddie
03-09-2018, 04:27 AM
Sorry to hear your experience. As recommended, contact Andrew. I have purchased quite a few ukes from them and had only positive experiences, including during the return of one that I was not happy with.

Uke Don
03-09-2018, 04:59 AM
Probably not necessary to add another reply, but HMS has treated me better than any other vendor I have ever dealt with. As far as recent experience, three transactions and an unrelated email in the last six months. Always responded, always professional. The best service. As others have suggested, contact Andrew directly.

Ragtop232
03-09-2018, 05:06 AM
Just today, I made my first purchase from The Ukulele Site. I just used their "Buy Now" option and entered all the information required. I will see how this goes.

I can attest also that I've had a less than stellar experience with one of the Uke vendors that everyone here recommends. I sent an email about a purchase, clearly stating I was ready to buy but just needed to verify something, and I never received a response for 3 days. I decided, well, maybe they didn't receive the email so I called. I have no idea what type of phone they use, but it was like an IP or magicjack phone that was needing more bandwidth. I could hardly understand anything they said. I did go ahead and purchase the ukulele and received fast shipping. However, there was an issue and I had to return the uke. So I sent an email, same thing, no answer. I waited and waited for 3 days, still no response. I sent another email, no answer. So, I finally had to call again. Same terrible connection issues. Anyway, while I know lots of folks praise this dealer, I will never order again. They stated in their defense that it was a one person operation, but still if you don't understand and execute on the basic customer service requirements, you have an issue and miss the mark to run a successful business.

All that to say I hope this purchase with The Ukulele Site goes well and gets prompt service. I will report my experience because this is a $2,000.00 purchase.

Ukecaster
03-09-2018, 05:47 AM
Had a great experience ordering Gotoh UPT tuners from HMS. Ordered online, and the were delivered to me hete on the east coast within a week.

Also saw recently that Aaron has left HMS, he's doing Skype lessons online, and other things, I'm sure.

I also had non-replies, or seriously late repies from one of the top vendors recommended here, at least a couple of times. I vote with my feet, and just moved on, their loss.

Jerryc41
03-09-2018, 07:12 AM
As recommended, contact Andrew.

Easier said than done. :)

Jerryc41
03-09-2018, 07:14 AM
All that to say I hope this purchase with The Ukulele Site goes well and gets prompt service. I will report my experience because this is a $2,000.00 purchase.

You know about the lengthy wait for setup, right? This is Day 14 for me, but I knew that when I ordered.

Ragtop232
03-09-2018, 07:24 AM
You know about the lengthy wait for setup, right? This is Day 14 for me, but I knew that when I ordered.

Yes, I took that into consideration. It does seem like a very long time, but I'm going in with my eyes open. :)

Rllink
03-09-2018, 07:24 AM
You know about the lengthy wait for setup, right? This is Day 14 for me, but I knew that when I ordered.What is the benefit to them to waiting until a ukulele is sold before setting it up? I mean, that is one of their claims to fame, they do setups. So why wouldn't they do the setup when the ukes come in, and then have them ready to ship when someone bought them? Frankly, that is what I thought they did.

NoyBoy98
03-09-2018, 07:26 AM
If you’ve been following my posts over the last week or so, you’d see that I’ve been going back and forth between different ukes. I’ve sent TUS a number of emails and have always gotten a response within a day. The last time I got an automated email saying they’re busy and might take up to 3 days for a response. 30 mins later I got an email from Andrew with very helpful info. Sorry your experience wasn’t so pleasant.

NoyBoy98
03-09-2018, 07:28 AM
What is the benefit to them to waiting until a ukulele is sold before setting it up? I mean, that is one of their claims to fame, they do setups. So why wouldn't they do the setup when the ukes come in, and then have them ready to ship when someone bought them? Frankly, that is what I thought they did.

Because maybe they’re busy enough with setting up ones that are on order? There’s only so much one or two luthiers can do in a day.

EDW
03-09-2018, 07:48 AM
What is the benefit to them to waiting until a ukulele is sold before setting it up? I mean, that is one of their claims to fame, they do setups. So why wouldn't they do the setup when the ukes come in, and then have them ready to ship when someone bought them? Frankly, that is what I thought they did.

Once you get on top of it that might save time once the instrument is ordered. Either way it has to get done, but it would likely only need a quick check to get it out the door. It would also mean that any in stock instrument could be play tested at its optimum.

hawaii 50
03-09-2018, 07:58 AM
Easier said than done. :)


as many and Andrew himself has said you can call him directly at 808 781 9168..this is his cell so just call him,sending a text message is even better....

kitsunegarcia
03-09-2018, 08:03 AM
Oh wow. That sucks you had a bad experience at the Ukulele Site. :(
I had top notch service there. In fact that is where I got my Tiny Tenor from. They are fast returning questions and honest about TAT for setup. In fact the first TT (I named it Snaggletooth) I got sent had a crack in it. They allowed a speedy return and I got a cool gift in the process. Very sincere folks! Make sure when you call them to call them during Hawaiian time zone business hours. I live in central time so I have to wait until the end of my day ... sometimes almost bed time to call them. Good luck!

slackkey007
03-09-2018, 08:31 AM
What is the benefit to them to waiting until a ukulele is sold before setting it up? I mean, that is one of their claims to fame, they do setups. So why wouldn't they do the setup when the ukes come in, and then have them ready to ship when someone bought them? Frankly, that is what I thought they did.

The reason they do setup after the uke is purchased is because the buyer has "Options" regarding the setup. For me personally(I have purchased several ukes from HMS over the years), when I purchase a uke from HMS, I request specific strings to be put on and a few purchases I had the tuners changed out to a different color that I thought matched the uke better than what it came with. You can also request how low or high of a setup you want according to your playing style such as fingerpicking or strumming.

That is the reason why setup is done after purchase. If I were to buy a brand spanking new Kanile'a ... I wouldn't want the Aquila strings that it comes with. I definitely would have HMS restring with a specific wound low G and fluorocarbons.

AndrewKuker
03-09-2018, 08:40 AM
My apologies to the OP or anyone we missed. We are working on a whole new system for customer service including a cloud based phone system I can monitor and an entirely new customer relations management for our emails that should be up and running within a month or two. Again my apologies for missing anyone. We are here to help and I always want to do better, always growing and learning. Mahalo for your kind understanding. Like Len said, feel free to email, call, or text me direct. I try to help everyone I can:)
andrew@theukulelesite.com
(808)781-9168

DownUpDave
03-09-2018, 09:40 AM
My apologies to the OP or anyone we missed. We are working on a whole new system for customer service including a cloud based phone system I can monitor and an entirely new customer relations management for our emails that should be up and running within a month or two. Again my apologies for missing anyone. We are here to help and I always want to do better, always growing and learning. Mahalo for your kind understanding. Like Len said, feel free to email, call, or text me direct. I try to help everyone I can:)
andrew@theukulelesite.com
(808)781-9168

This is why I only buy my ukuleles from Andrew at HMS and I have bought lots. I understand sometimes their communication can fall short, it has happened to me. The fact that they realize this and are doing things to correct it speaks volumes. Andrew truly cares and it really shows when your uke arrives.

Damn now I feel like buying something:p

AndrewKuker
03-09-2018, 09:49 AM
To the OP- if you are the JerryC that emailed me about buying a PS-0 on eBay 9 days ago I answered you with information trying to be helpful 3 hours after you sent the email and you responded back. And we have 9 email threads with you over the years discussing things back and forth. You always seemed thankful.

good_uke_boy
03-09-2018, 10:22 AM
This is why I only buy my ukuleles from Andrew at HMS.

Same here. My only exceptions have been buying used instruments from UU members, or buying direct from builders. I’m another HMS fan.

valde002
03-09-2018, 10:24 AM
MHS is hands down the site to buy from...not taking away from anyone else, as others have to eat too. Personally, whenever I email them I get something back either right away, or someone in the team replies within a reasonable time. One time Zac emailed me a set-up question about my Kamaka and okay'd things before sending it out; in other words communication has been stellar for me.

saltytri
03-09-2018, 11:20 AM
There's a good reason why so many HMS customers have spoken up as they have. I have no idea what happened in this instance but every business makes a mistake from time to time. When a problem comes up, what really matters is what is done to fix it. Customer-oriented business people do the right thing. They even err in favor of the customer when the situation isn't entirely clear. Andrew and his very capable crew measure up year in and year out.

JJFN
03-09-2018, 11:20 AM
MHS is hands down the site to buy from...not taking away from anyone else, as others have to eat too. Personally, whenever I email them I get something back either right away, or someone in the team replies within a reasonable time. One time Zac emailed me a set-up question about my Kamaka and okay'd things before sending it out; in other words communication has been stellar for me.

Couldn't agree more. I've had nothing but great experiences with HMS.

EDW
03-09-2018, 11:54 AM
FWIW- never bought an instrument there, but they have always answered my questions promptly and thoroughly. I have found the same from Elderly.

Steedy
03-09-2018, 12:30 PM
Yah, Andrew and his team are top notch! I've ordered more than a dozen ukes from them during the past 5 years, and they've done a great job each time, and looked after my interests during each purchase, as well. I currently have a Kala Baritone ukulele on order there. It's a sub $300 uke, but I ordered it with a pickup, and I know it will get the best possible installation and setup, the same as an expensive custom or K-brand instrument would. Well worth a short 2 or 3-week wait. Sure beats waiting 2 or 3 years for a custom build. Am I right, people? :cool:

mds725
03-09-2018, 02:10 PM
I try to remember that The Ukulele Site (and the other major vendors often recommended at UU) are small businesses run by individuals who have lives and problems and emergencies, etc. I understand that being in business is a commitment to providing customer service, but my purchase is a lot less important in the scheme of things (and even to me) than someone needing to tend to a child with the flu.

Jerryc41
03-09-2018, 02:50 PM
What is the benefit to them to waiting until a ukulele is sold before setting it up? I mean, that is one of their claims to fame, they do setups. So why wouldn't they do the setup when the ukes come in, and then have them ready to ship when someone bought them? Frankly, that is what I thought they did.

They have four people doing setups, and they can barely keep up with sales. Now Mim is a different story. I ordered a couple from her, and they arrived within a couple of days because she sets them up as soon as she gets them. I saw her at a ukulele event, and the whole time she was at hr table, she was setting up ukes.

Jerryc41
03-09-2018, 03:00 PM
It looks like I really put my foot in it ths time. :(

I was concerned because I wasn't able to get answers to a couple of questions over a period of several days. However, as all of you seem to know, HMS is a class act, and they emailed and phoned me tonight, and we got things straightened out. I have a Pono ACD coming probably next week, and I'm working on another order.

All's well that ends well, and my thanks to Andrew and Zach for their help.

saltytri
03-09-2018, 03:11 PM
..........

good_uke_boy
03-09-2018, 03:28 PM
Yes, well done.

AndrewKuker
03-09-2018, 11:51 PM
Group hug! (until the next HMS sledging) :D then we'll start right over again :D

Haha! No way. From now on nothing but prompt and perfect service. 24/7 365! Ok, I’ll get in on that hug, see you next time.

SoloRule
03-10-2018, 05:28 AM
Haha! No way. From now on nothing but prompt and perfect service. 24/7 365! Ok, I’ll get in on that hug, see you next time.

I am a sucker for giving second chance if the apology is genuine. Holding grudges is unhealthy to the soul. No one wins! Life is too short for that crap. Andrew has always been helpful although he missed one of my emails but that's understandable. He is only human. I will buy from HMS any day!

Lapyang
03-10-2018, 10:15 AM
My past dealings with HMS have all been positive. I have called and Corey picked up the phone. I have emailed and Andrew and Zach returned them in a timely fashion. One time, one of my emails was dropped, and that was about an replacement item. I was starting to wonder what's going on, and the item arrived at my door, even before the email. So all worked out fine at the end. I am happy with them and they will continue to get my business.

Django
03-13-2018, 05:48 AM
First, I am very pleased with The Ukulele Site. I ordered a Romero Creations Replica two weeks ago. I wanted the full setup and the projected time was 13 to 17 business days. To my surprise, the ukulele arrived in just 10 business days. The setup is perfect and the ukulele is beautiful. I have only had a chance to play a few songs on it because I had to let it acclimate yesterday. Andrew, the owner of The Ukulele Site answered my emails personally and in good time. He was very helpful and personally made sure that I received the ukulele that Cory was playing in the sound sample video.

This was not my first ukulele from the Ukulele site, and I doubt that it will be the last. Despite the wait for setup, (well worth the wait in my opinion), they are often the first dealer on my list.

Roguedharma
03-23-2018, 04:29 AM
Thanks to all that responded in this thread. I was in the market to purchase a new uke, and I was a bit nervous about dealing with a shop that is so far away, not to mention 5 time zones. After reading the posts, I contacted Andrew directly, not even knowing who Andrew is. I was treated with total respect to my own needs and never felt pressured. The communication was amazing. My request was for my specific uke to have a grain that was unusual and distinct. In fact, I told Andrew, "The wilder, the better." Andrew told me that he would take pictures of the available ukes and send them to me--within 2 hours! He took the pics with his phone, and they were soon in my hands. I felt very assured and special with his attention to me. Honestly, because of his great service, I chose to take the leap from an ATD CR to Pro Classic model. No, my new uke is still being set up, and I have not yet held it. But isn't the anticipation part of the allure?

uketanzon
03-23-2018, 05:19 AM
I have sent a number of emails with questions on a possible purchase and never got a response. that is my experience.

Dewster
03-23-2018, 10:54 AM
I purchased a Fluke from these good people in late November. A perfect transaction. Couldn't be happier with them, with the uke, with the entire process. The next time UAS hits, they will be my go-to ukulele store for sure.

Uke Don
03-23-2018, 02:48 PM
I have sent a number of emails with questions on a possible purchase and never got a response. that is my experience.

When I see concerns like this, the first thing I ask is have you called them? Very possible that your emails are ending up in someone's spam filter.

Jerryc41
03-24-2018, 01:28 AM
When I see concerns like this, the first thing I ask is have you called them? Very possible that your emails are ending up in someone's spam filter.

Whenever I have called, I have gotten a phone machine and no return call. Yes, I called during business hours. I did get a call from them about an order I placed, with a question or two. As for the emails, Andrew has said that he is often up late at night answering emails. He also said - here, I believe - that he is reorganizing, and their response time will be better.

I've bought two from them, and I'm waiting for a third.

Choirguy
03-24-2018, 02:48 AM
Another suggestion in this thread is to send a text message to the number that Andrew has openly provided. Do you
have the ability to send a text message?

hawaii 50
03-24-2018, 08:51 AM
I have sent a number of emails with questions on a possible purchase and never got a response. that is my experience.

as mentioned many times(even on this thread) call or text Andrew directly on his cell....808 781 9168..he will answer your questions

sam13
03-24-2018, 06:54 PM
I have never had a negative experience with Andrew and the Ukulele Site.

Great care has gone into a purchase for me and I remain VERY happy.

vcs700s
03-25-2018, 04:55 AM
I have never had a negative experience with Andrew and the Ukulele Site.

Great care has gone into a purchase for me and I remain VERY happy.

My feelings exactly.

hawaii 50
03-25-2018, 08:27 AM
Hey Len, if Andrew had you managing incoming calls & emails, HMS would run like a Swiss watch! :D

Thanks but I am retired and can not hang with the young guys there(too old and don't have enough energy)..they are a very busy shop, I see it all the time...:)

Lapyang
04-02-2018, 09:38 AM
I just emailed HMS last night by clicking that little orange icon at the right lower corner, asking a general question. I received a reply 8 hours later. It is impressive considering the time zone difference. The response did go to my Junk Box so I am glad I checked that.

Jerryc41
04-02-2018, 11:08 AM
I just emailed HMS last night by clicking that little orange icon at the right lower corner, asking a general question. I received a reply 8 hours later. It is impressive considering the time zone difference. The response did go to my Junk Box so I am glad I checked that.

I think it's hit or miss. If there's someone available, they'll respond right away. If they're busy, you have to wait. Someone in our uke group both emailed and phoned over several days and hasn't received a response. Now she's shopping elsewhere. Andrew did say that he's improving his response system, so that will be nice.