A Perhaps Disappointing “Transaction” With Uke Republic

[JSatola]

I'd had emails to Mim's fall through the cracks and, while I wasn't too fussed about it, I did wonder. Yup, wrong email address. Next email was quickly replied to.

Sometimes it does take using another method of communication if the question is particularly important to you. Having orders cancelled without notice would get me upset, too, and I'd hope that a call would straighten stuff out.

I just figured, “if they spontaneously cancelled, I’ll just go to the place where I first heard about Kanile’a baritone strings” (and where I have gotten a number of instruments, and a lot of strings, as I am a big fan of Uke Logic strings, and have spoken with Joel on the phone many times). So, no real need to call on follow up. I am not “writing off” Uke Republic entirely, but the spontaneous cancel in seeming immediate response to my question (it was about 15 minutes after my follow up e-mail) indicated it was not a “wrong e-mail” issue.

 

[JSatola]

I believe I just had a rather disappointing “transaction” with Uke Republic, regarding a string order. Over two weeks ago, I ordered a set of Kanile’a baritone strings from Uke Republic. Shortly after ordering, I got a “Thank you for your order” message. After nine days of not hearing anything, or getting any “Your order has shipped” message, I sent a polite e-mail asking if the order had shipped. No response. Today, 15 days after placing my order, I sent another message, with “Just following up,” asking “has my order shipped?” Again, no response. Then just now I get two “Your order has been cancelled” messages. No explanation. A first impression of this response is just spite, as if I was somehow “wrong” for asking about my order. If such is the case, that is not exactly the greatest customer service. If it is that they did not have the strings in stock (though the website on the order said they did), a reply e-mail would have served. I doubt I will be back. I ordered the strings from The Ukulele Site, which is always wonderful with respect to customer service.

In doing another search, I see that the search result that I originally used to order the Kanile’a baritone strings from UR (which was specific to the Kanile’a baritone strings) now shows a “404 Error” code, indicating that they do not have them. The “cancel” seems to have been a stock issue; so, I guess my thought is, I now have an explanation for the spontaneous cancel, it just should have been handled better (in effect, the aforementioned reply e-mail saying “we don’t have them”).

 

[Contrails]

If you really want to get a Consumer Affairs issue resolved take it to the Consumer Affairs Dept in every state of the USA. Then both sides can have a fair hearing, and one party wont be an anonymous social media account.

I believe UR is in Georgia, USA. This is a link the Consumer Affairs Dept in Georgia, as far as I can tell. It looks like it is not hard to contact them and get your complaint investigated and resolved.

Georgia Attorney General's Consumer Protection Division

The Georgia Attorney General's Consumer Protection Division is the consumer protection agency for the State of Georgia. We help protect consumers from un

consumer.georgia.gov

I would like to suggest that UU admins consider a process that is fair to both sides when there is a complaining thread like this so that UU is not just turned into a board to badmouth selected sellers to the advantage of other sellers.

If members feel the need to use UU as their personal Consumer Affairs Bureau, there should be a fair and open process in the UU rules so both sides get the opportunity for a fair hearing and members do not sully the reputation of UU with irrational complaints. If it is too hard to develop a process the simple thing to do is to allow members to use the reporting process to get some fair mediation within the time resources of the admins and if necessary, delete the thread.

Members should be able to vent consumer affairs issues, but in a way that is fair and adds to UU credibility instead of eroding UU credibility. Fairness requires full disclosure of names and business hour contacts for both parties, not just one side. Those who are afraid to complain and provide their real names should be directed to the State authorities which have resources to keep names and addresses confidential during an investigation.

This might work if all uke buyers are based in the US. The fact is people from all over the world but ukes online. And if people can share their good experiences I don’t see why they can’t share their bad ones too on this forum.

 

[Graham Greenbag]

This might work if all uke buyers are based in the US. The fact is people from all over the world but ukes online. And if people can share their good experiences I don’t see why they can’t share their bad ones too on this forum.

A fair point, I suppose, but on the other hand reputations are much more easily destroyed than built; there needs to be a fair balance between supporting a reputation and the inverse. What are reasonable warmings of people not to deal with and just (justifiable) pointers towards ones that folk find reliably good? I bought a uke from a very well regarded dealer here in the UK and, IMHO, got ripped off. The instrument had several small issues which should have been picked up and sorted out by the shop. I spent several hours putting simple things right and really should have returned the instrument instead. Of course I could have been unlucky, and likely was, but these things leave a bitter taste and resentmen.

I‘ve never named the shop that gave me bad service and don’t think that I’d start a thread about their bad service - such things can too easily get out of hand or have unintended consequences. To some extent every purchase involves a degree of luck or rather chance, better dealers minimise the luck needed but even they might have have an off day. Of course sharing experience is good; but, having talked to people in retail, the situation is, shall we say, far from one sided …

 

[BBegall]

Meaning no disrespect to UR, is there a reason you didn’t order strings from Musicians Friend? I’ve had good experience with MF and shipping is built into the price. I also had a positive experience with Strings By Mail (and really like their throwback sticker) but the shipping expense was steep.

Some people like to support smaller independent ukulele specialists rather than big box "guitar stores".

That said, I often use String by Mail or specialty strings providers.

 

[ploverwing]

I'm inviting anyone who has comments about "should we/shouldn't we" regarding posting negative reviews/experiences to our Site Feedback & Questions forum, where I've started a thread for this specific discussion (@Bill1 @Contrails @Graham Greenbag I'd very much appreciate if you could add your thoughts there, too, please).

 

[rainbow21]

This does not rise to the level of filing a complaint with any Consumer Affairs Dept (especially since money was refunded or the order was cancelled which is often the final satifactory resolution in these complaints). There is no "dispute" here... there is just a post about a negative purchasing experience. It has value both to the OP and the seller.

I appreciate the information and the responses since we are caught in having to deal with online business transactions in the ukulele world.

 

[JSatola]

This does not rise to the level of filing a complaint with any Consumer Affairs Dept (especially since money was refunded or the order was cancelled which is often the final satifactory resolution in these complaints). There is no "dispute" here... there is just a post about a negative purchasing experience. It has value both to the OP and the seller.

I appreciate the information and the responses since we are caught in having to deal with online business transactions in the ukulele world.

Precisely, as to my hope that it has value to the seller. I did not intend to be mean or derogatory, but rather wanted to point out the “bad look” resulting from an abrupt, spontaneous “cancel” in the immediate aftermath of a polite e-mail question on status. Frankly, a telephone call would likely not alert the seller to try better next time. A mild expression of disappointment here, can, I believe, be helpful for others too.

 

[JEngle1122]

It's okay to let some things go.

I am learning how to do this, and I'm not always great at it.

But it is freeing. If you can get it.

 

[PineappleOwner]

Hello everyone! Just found this conversation; I'm new. My recent experience with Uke Republic was not so good. I ordered a particular gig bag on line, and didn't receive any kind of response. Finally telephoned after two weeks and was told by Mike the bag was discontinued by the manufacturer. Ok. Then we continued talking and I ended up ordering a tenor solid mango, with new transit bag and upgraded strings. Upon receiving the uke, it was in a box, in the bag, without any packing material. And the bag was used -- indentations inside from a different instrument. I let it go and was just happy the uke was ok.

Upon receiving my credit card bill, I was charged for a purchase made TWO days BEFORE I called concerning the unavailable gig bag and ordering the tenor mango. Why??? For the gig bag that was discontinued?

I just sent an email to the store, and having read this thread I realize I will have to call Uke Republic tomorrow to get a credit on my charge for a purchase that I never received. All in all, they will not receive any further business from me. I will stick with The Uke Site and Mim's. I live in a uke-deprived area so have to usually rely on on-line retailers. (Got my Kanile'a from California though.) Bye!

 

[badhabits]

If you're in Ohio you might be near The Uke Bug; I've had great experiences with them (online), very nice and responsive people, and also a small family operation.

 

[Tom51251]

Hello everyone! Just found this conversation; I'm new. My recent experience with Uke Republic was not so good. I ordered a particular gig bag on line, and didn't receive any kind of response. Finally telephoned after two weeks and was told by Mike the bag was discontinued by the manufacturer. Ok. Then we continued talking and I ended up ordering a tenor solid mango, with new transit bag and upgraded strings. Upon receiving the uke, it was in a box, in the bag, without any packing material. And the bag was used -- indentations inside from a different instrument. I let it go and was just happy the uke was ok.

Upon receiving my credit card bill, I was charged for a purchase made TWO days BEFORE I called concerning the unavailable gig bag and ordering the tenor mango. Why??? For the gig bag that was discontinued?

I just sent an email to the store, and having read this thread I realize I will have to call Uke Republic tomorrow to get a credit on my charge for a purchase that I never received. All in all, they will not receive any further business from me. I will stick with The Uke Site and Mim's. I live in a uke-deprived area so have to usually rely on on-line retailers. (Got my Kanile'a from California though.) Bye!

Was it really necessary that you post your sour grapes before talking to Mike? Did you know that his mother very recently died During the time you placed that first order? Did you know that only he, his wife, and son work the store? Your post sounds more like sour pineapples than sour grapes. Give Mike a chance to correct his mistake.

Moderators, this is exactly why posts like this should not be allowed! Shame on you for not deleting it in the first place

tom

 

[TommyG]

I order my strings from Strings By Mail and highly recommend them. On another note, with the number of ukuleles you own, you might try ordering SeaGuar Blue fishing line in appropriate sizes. If you are changing strings often it will pay off in the long run.

 

[ploverwing]

Moderators, this is exactly why posts like this should not be allowed! Shame on you for not deleting it in the first place

Except now, as a result of this thread, we all know the scenario for this small business. That is very unfortunate for their family, they must be going through a very hard time. Thank you for letting us know, and perhaps the people who have had negative experiences will be able to adjust their expectations accordingly.

If no one is attacking anyone, and they are sharing their experiences (positive or negative) for people to consider (and not necessarily follow slavishly), this doesn't warrant being censored by deletion.

 

[Eggs_n_Ham]

Was it really necessary that you post your sour grapes before talking to Mike? Did you know that his mother very recently died During the time you placed that first order? Did you know that only he, his wife, and son work the store? Your post sounds more like sour pineapples than sour grapes. Give Mike a chance to correct his mistake.

Moderators, this is exactly posts like this should not be allowed! Shame on you for not deleting it in the first place

tom

Condolences to the Uke Republic family on their loss. I imagine running a brick-and-mortar store alongside the virtual aspect of the store can be very time consuming and daunting; especially since the store is getting views and inquiries from around the world. Maybe these reported "consumer reviews" will encourage Uke Republic- and other ukulele stores to be more attentive to their online presence, i.e., email, stock, etc.

No heat no judgement. Just sayin'.

 

[Tom51251]

Condolences to the Uke Republic family on their loss. I imagine running a brick-and-mortar store alongside the virtual aspect of the store can be very time consuming and daunting; especially since the store is getting views and inquiries from around the world. Maybe these reported "consumer reviews" will encourage Uke Republic- and other ukulele stores to be more attentive to their online presence, i.e., email, stock, etc.

No heat no judgement. Just sayin'.

I agree. But my point is talk to the proprietor first before posting on the forum.

 

[Graham Greenbag]

Was it really necessary that you post your sour grapes before talking to Mike? Did you know that his mother very recently died During the time you placed that first order? Did you know that only he, his wife, and son work the store? Your post sounds more like sour pineapples than sour grapes. Give Mike a chance to correct his mistake.

Moderators, this is exactly why posts like this should not be allowed! Shame on you for not deleting it in the first place

tom

Why would any purchaser - or the rest of us - know of the difficulties that a seller is undergoing? Was it really necessary for you to rip into someone posting their experience? The helpful part of your post explains what’s been going on at Uke Republic - thank you for that - and I’m both sad to hear of Mikes loss and wishing him well. Here on UU we used to have the spirit of Aloha so please spread peace, tolerance, and understanding.

Cutting Mike some slack is good and appropriate, but at the same time protective comment - folk sharing what’s happened to them - is appropriate for customers too. In the past Mike has been active on UU, has had the chance to receive feedback and has put his case too - which he’s done in a nice way, all due respect to him.

‘Shame on the Moderators’; I really can’t see why anyone would say that and think that UU is very blessed to have the moderation team that it has.

 

[Graham Greenbag]

But my point is talk to the proprietor first before posting on the forum.

Fair comment, but the poster was sharing experience and folk could see that that experience didn’t include speaking to the proprietor first. Readers can make their own interpretations…

Is it fair to expect a placed order to be effectively and efficiently dealt with? I’d have thought so and particularly if extenuating circumstances are unknown.

 

[PineappleOwner]

Was it really necessary that you post your sour grapes before talking to Mike? Did you know that his mother very recently died During the time you placed that first order? Did you know that only he, his wife, and son work the store? Your post sounds more like sour pineapples than sour grapes. Give Mike a chance to correct his mistake.

Moderators, this is exactly why posts like this should not be allowed! Shame on you for not deleting it in the first place

tom

Unfortunately I have no way of knowing any of this, not living in the area of the store or personally knowing the staff.

 

[PineappleOwner]

I agree. But my point is talk to the proprietor first before posting on the forum.

Having already sent an email, it was helpful for me to read the thread and find out that with this particular vendor it is better to telephone with a concern/problem, than to just email.

I had a delightful conversation with Mike on the phone, and even ordered a uke from him. I believe the charge was in error, and have no misgivings about the received order. I thank those who's posts were informative to me. Also, it is my choice as to which vendors I may select, and there should be no problem with stating that.