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Thread: The Ukulele Site

  1. #1
    Join Date
    Jul 2015
    Location
    Catskill Mountains, NY
    Posts
    801

    Default The Ukulele Site

    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?

  2. #2
    Join Date
    May 2017
    Posts
    20

    Default

    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.

  3. #3

    Default

    My recent experience was very positive. Nothing but good things to say.

  4. #4
    Join Date
    Jan 2016
    Location
    Brooklyn
    Posts
    63

    Default

    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.
    Currently playing:
    Kamaka koa soprano
    Pohaku cedar/Cuban mahogany soprano

    Previously played:
    Collings UC1
    Martin Style 0 1920s
    Brüko long neck soprano
    Martin 1-T 1940s
    Pohaku cedar/mahogany concert

  5. #5
    Join Date
    Feb 2014
    Location
    Stone Harbor, NJ
    Posts
    912

    Default

    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.
    DEPENDENTS:

    In order of age:

    Kamaka HF-4 Baritone C Linear Tuning 6/2009
    Martin C-1K Concert, Bb Re-entrant Tuning 4/2014
    Kala KA SRMT-TRI Tenor C Linear Tuning 6/1/2015
    Pono MTD-CR Tenor C Re-entrant Tuning 6'21'2016

  6. #6
    Join Date
    Jul 2015
    Location
    Catskill Mountains, NY
    Posts
    801

    Default

    Quote Originally Posted by Capsfan89 View Post
    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.

  7. #7
    Join Date
    Aug 2012
    Location
    Arizona
    Posts
    2,265

    Default

    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.
    Just Play

    Sopranos: 1st uke, Lanikai soprano LU-11 - Aquilas | 30's Martin style 0 - Martins | Fender Piha'eu - Worth Browns | Lanikai banjolele - Worth Browns
    Concerts: Kanile'a K-2 CP - Living Water | Islander AC-4 - Living Water | Ohana CK-35-8 - Living Water | Kala KA-ACP-CT - Living Water, low G
    UBass: Kala Exotic Mahogany - Road Toad Pahoehoe

  8. #8
    Join Date
    Oct 2013
    Location
    Santa Monica, CA
    Posts
    3,170

    Default

    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.
    More an appreciator of the ukulele than a true player. My motto is: "Don't matter how good it ring if it ain't got some bling."

    Doubt is not a pleasant condition, but certainty is absurd.—Voltaire

    Curious about the relative importance of tonewood vs. the luthier? See Luthiers for a Cause to learn more!

  9. #9
    Join Date
    Nov 2017
    Location
    Northen California
    Posts
    318

    Default

    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.

  10. #10

    Default

    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.
    Last edited by Ragtop232; 03-09-2018 at 05:11 AM.
    Current Ukuleles:
    2017 Martin Style 3K Custom Tenor
    2018 Martin 1T IZ Tenor (#576)
    2009 Bean Sprout Banjolele

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