My experience with "The Ukulele Site", what's yours been like?

[eternal tinkerer]

In the last few years, I have purchased a couple ukuleles and the same number of guitars from TUS, all with positive experiences. I also routinely order strings and occasionally buy other accessories such as tuners and straps.

Indeed, the turnaround time from initial motion to purchase a ukulele to the day of shipping can be up to a few weeks. Though also in my experience, the setups on all my instruments from TUS have been nothing but stellar. Interestingly - of the two vendors the OP has mentioned (i.e. TUS and Mim) - my own purchase experiences lead me to favor both of them above most other vendors as providing the "best" setups.

As others have mentioned, I think a phone call to TUS may help clarify the situation. Welcome to the UU forums!

 

[0live]

In the last few years, I have purchased a couple ukuleles and the same number of guitars from TUS, all with positive experiences. I also routinely order strings and occasionally buy other accessories such as tuners and straps.

Indeed, the turnaround time from initial motion to purchase a ukulele to the day of shipping can be up to a few weeks. Though also in my experience, the setups on all my instruments from TUS have been nothing but stellar. Interestingly - of the two vendors the OP has mentioned (i.e. TUS and Mim) - my own purchase experiences lead me to favor both of them above most other vendors as providing the "best" setups.

As others have mentioned, I think a phone call to TUS may help clarify the situation. Welcome to the UU forums!

Thank you! It seems that's the consensus, happy to know my experience is not the norm. Hopefully my worries will be for nothing and everything will go without issue! I will definitely call them, it seems that from most folks experience they will work out if there is an issue, happy to read that!

 

[Eggs_n_Ham]

I think this is the first time I’ve heard anything negative about TUS. My experiences have all been good, but I’ve only ordered small things like strings & so on. The one phone conversation I’ve had was very friendly (I called to ask whether they accepted trade-ins; nope). But since the uke was quickly in the mail, it seems that the long delay is really due to the postal service, not TUS. Too bad they couldn’t stick the gig bag in the package as extra padding.

Edit: You asked about others’ experiences buying a uke from TUS, and my reply here is pretty uninformed.

I've had several purchases with TUS as well as assorted email questions/requests. While it seems like it takes a bit of time to receive a ukulele, my guess is they are incredibly busy with orders, etc., each uke will receive it's attention and ships accordingly. Nothing but courtesy and professionalism for my experience.

 

[merlin666]

Sounds weird and it seems someone goofed. If the uke comes with a gig bag then this should be included in the shipping cost that is quoted. If a hard case was added without additional shipping cost and setup was done I would expect that the uke be shipped in the hard case and gig bag be included in the box at the original shipping cost. I would ask to talk to Andrew and get this cleared up.

 

[0live]

I've had several purchases with TUS as well as assorted email questions/requests. While it seems like it takes a bit of time to receive a ukulele, my guess is they are incredibly busy with orders, etc., each uke will receive it's attention and ships accordingly. Nothing but courtesy and professionalism for my experience.

I do appreciate that they take their time with each one. Glad it's been great experiences for you.

Sounds weird and it seems someone goofed. If the uke comes with a gig bag then this should be included in the shipping cost that is quoted. If a hard case was added without additional shipping cost and setup was done I would expect that the uke be shipped in the hard case and gig bag be included in the box at the original shipping cost. I would ask to talk to Andrew and get this cleared up.

I was under the same impression, since it was a purchase not an upgrade I assumed it would all be added in the total cost.

 

[Tin Ear]

Call them. Nothing but great experiences with both TUS and Mim. I have ordered several from each without a hitch.

Yes - for TUS it does take a good period of time to set up ukes and ship them. My experience has been about 3 weeks plus and its not unusual to wait. They do an excellent job.

Call and talk to Andrew about the shipping. Perhaps it can be rerouted and held at a carrier for you on your end if it will take extended time to make it to your territory from Hawaii and you anticipate being gone when it arrives to you.

Do Phone them - talk to Andrew if you can.

 

[0live]

Call them. Nothing but great experiences with both TUS and Mim. I have ordered several from each without a hitch.

Yes - for TUS it does take a good period of time to set up ukes and ship them. My experience has been about 3 weeks plus and its not unusual to wait. They do an excellent job.

Call and talk to Andrew about the shipping. Perhaps it can be rerouted and held at a carrier for you on your end if it will take extended time to make it to your territory from Hawaii and you anticipate being gone when it arrives to you.

Do Phone them - talk to Andrew if you can.

That's a great suggestion, I'll try to reach out to the carrier to see if they can hold the package since from what I read a few moments ago on their site they require signature by default for their packages.

 

[hands_on_lanzon]

Welcome to UU! I'm with the majority here in having all great experiences with TUS and every other positive note and piece of advice. I'll also add that I usually sprang for the rush shipping (UAS is a real affliction), but the last time I didn't and was surprised at the time it took... but like you, I looked further into it, calculated, considered and was more understanding. There team definitely works their butts off!

I'm sure your uke will arrive safe and secure. Hopefully you can get everything else sorted out to a point of contentment, then take the wisdom to the next purchase with whichever vendor's uke next catches your fancy.

 

[mjh42]

Sounds like a first world problem.

Shipping is horribly expensive these days. I've curtailed much buying and selling. I enjoy the process but between taxes and shipping it's not fun anymore, never did make a profit.

I recently ordered something and was very specific with my rep with the company, need it by a certain date or don't ship until a specific date. We'll see how it all pans out. But, IF I don't expect to be home during delivery I reach out and make arrangements. I don't want an expensive box sitting in limbo in some place and not getting delivered in good condition.

I've purchased from MIM, I've purchased from TUS, I've purchased from others as well. All the companies I've purchased ukulele's from are pretty small shops with real people working hard at what they do.

Patience and Grace. It's an imperfect world. We can only hope a little "jumping flea" can make our hearts a little more happy.

 

[70sSanO]

I guess my only questions are if you paid the $200 to have it shipped FedEx (international) or free??? with USPS?

Further down in your OP you mentioned USPS.

Can you have either FedEx or USPS hold it at their location so you can pick it up there?

It seems odd that the shipping for a gig bag would be that much and it couldn’t be stuffed in the same package. But not all gig bags are created equal.

John

 

[a green field]

It also sounds like, from how Andrew/Joel talk on the podcasts, that they are super backed up with setups these days. I think we have to be patient on that front too.

I only have positive things to say too with my interactions with them.

 

[Pissodes]

Can you have either FedEx or USPS hold it at their location so you can pick it up there?

Both FedEx and USPS will hold deliveries for you if you set up accounts and request the hold service. FedEx is up to two weeks. USPS may hold longer. Hope it comes before though.

 

[keenonuke]

Both FedEx and USPS will hold deliveries for you if you set up accounts and request the hold service. FedEx is up to two weeks. USPS may hold longer. Hope it comes before though.

TUS may have to do this. But could be doable

 

[Joyful Uke]

OP can PM if they'd like, but while I applaud TUS for many contributions to the ukulele community, I've had a couple negative experiences. I now would only buy a ukulele from them if that was the only possible source for the ukulele. I do still buy Uke Logic strings, which I like a lot, though.

I love their videos and love to "window shop" on their site, and do think they contribute a lot to the ukulele community. And they have a dedicated following here.

I also think that they have been trying to correct some things that have been cited as problems in some threads here in the past, and I certainly give them credit for that. My last attempt to buy from them was pre-pandemic, so maybe the problems have been corrected.

To OP: I hope that everything works out well and you enjoy your new ukulele.

 

[Tin Ear]

......

The one issue in question is the gig bag and whether the hard case was a separate purchase or an upgrade. And was this settled before or after the ukulele was shipped already, thus incurring a separate, and expensive, shipping cost.?

I am going to guess the decision to want both a hard case and a gig bag was made after the uke was picked up by the carrier or already boxed or there is another circumstance to the order that Olive may have misinterpreted or misunderstood in her excitement purchasing her uke.

A hard case typically fills the box pretty well in my experience with TUS shipments and they use form fitting cardboard inserts top and bottom to fill out the box to keep everything from getting crushed. Its a formed arched shape of heavy cardboard and keeps the top and bottom ends of the box from getting crushed and keeps the hard case with a uke in it very secure. The packing is better than any other I have ordered from.

If this bag in question is for example a better Kaniela style gig bag, and not a cheap flimsy, I doubt it would also fit in the box. It has some volume, It would need another box and another shipment to provide both style cases. Therefore a 2nd shipment necessitating more shipping charges.

Upgrading to a hard case and then including free shipping for the uke with the hard case sounds like it was a fair deal. If the OP stuck with the Uke that was paired with bag originally she would have had to pay the shipping. She in fact got free shipping by adding a hardcase to her order and that actually offset some of the cost overall. Being clear as to what shipping level or speed would be included making the change would have been a good thing to be clear on. Always, always call if you are not sure of something.

The staff at TUS is great. I have spoken with Veronica, Andrew and Kalei on the phone on different occasions and all have been great in my experience . There is a reason I buy from them. 3 new KoAlohas and a Master Series Pono, and at least one more nice Pono I have purchased from them, and other separate orders for strings and such. ( and as aside note, yes I have had excellent service from Mim too )

I'd ALWAYS advise getting on the phone and calling if you have any questions about an order. Be sure of your order and what you want to do and make sure you are on the same page with whomever you order from . Do not be afraid to pick up the phone.

 

[necessaryrooster]

Mim's customer service is about the best there is. I also had a very good experience from the ukulele lab in Hawaii.

Just want to add my 2p that my experience with Ukulele Lab was also fantastic. I purchased a uke from Isaac and a few months later, reached out to ask if he knew what strings were on it because I liked them and wanted to get more. He not only told me which strings they were but then sent me a couple sets for free; wouldn't even let me pay shipping. Also ordered an engraved phone case from him and he customized it slightly without additional charges (I didn't want one of the logos on the case) and was very prompt with email responses and getting the order finished and shipped. 10/10 would order from them again.

On topic of the thread; never had any issues with TUS. I've sent them questions via email and they've either responded promptly or apologized for not being prompt and answered my questions thoroughly and with advice that would benefit me over their business (questions about selling on consignment, for example). They also quickly resolved an issue I had with a uke I purchased from them (it developed a belly about a month after I purchased it) by sending a free replacement with free return shipping for the defective model. Other less scrupulous sellers could have told me the belly was my fault for how I was using or storing it but they quickly contacted the manufacturer and rectified the issue.

 

[eternal tinkerer]

Just want to add my 2p that my experience with Ukulele Lab was also fantastic. I purchased a uke from Isaac and a few months later, reached out to ask if he knew what strings were on it because I liked them and wanted to get more. He not only told me which strings they were but then sent me a couple sets for free; wouldn't even let me pay shipping.

+1 regarding the good customer service by Isaac Peters at Ukulele Lab. I have purchased several ukuleles from him with similar experiences.

 

[0live]

I guess my only questions are if you paid the $200 to have it shipped FedEx (international) or free??? with USPS?

Further down in your OP you mentioned USPS.

Can you have either FedEx or USPS hold it at their location so you can pick it up there?

It seems odd that the shipping for a gig bag would be that much and it couldn’t be stuffed in the same package. But not all gig bags are created equal.

John

I did not pay the $200, I paid close to $40 (which was a little less than the shipstation estimated USPS)

Both FedEx and USPS will hold deliveries for you if you set up accounts and request the hold service. FedEx is up to two weeks. USPS may hold longer. Hope it comes before though.

I spoke with my mail lady and she said USPS can help with that, thank you for the suggestion.

OP can PM if they'd like, but while I applaud TUS for many contributions to the ukulele community, I've had a couple negative experiences. I now would only buy a ukulele from them if that was the only possible source for the ukulele. I do still buy Uke Logic strings, which I like a lot, though.

I love their videos and love to "window shop" on their site, and do think they contribute a lot to the ukulele community. And they have a dedicated following here.

I also think that they have been trying to correct some things that have been cited as problems in some threads here in the past, and I certainly give them credit for that. My last attempt to buy from them was pre-pandemic, so maybe the problems have been corrected.

To OP: I hope that everything works out well and you enjoy your new ukulele.

Thank you for the well wishes and sharing!

I am going to guess the decision to want both a hard case and a gig bag was made after the uke was picked up by the carrier or already boxed or there is another circumstance to the order that Olive may have misinterpreted or misunderstood in her excitement purchasing her uke.

A hard case typically fills the box pretty well in my experience with TUS shipments and they use form fitting cardboard inserts top and bottom to fill out the box to keep everything from getting crushed. Its a formed arched shape of heavy cardboard and keeps the top and bottom ends of the box from getting crushed and keeps the hard case with a uke in it very secure. The packing is better than any other I have ordered from.

If this bag in question is for example a better Kaniela style gig bag, and not a cheap flimsy, I doubt it would also fit in the box. It has some volume, It would need another box and another shipment to provide both style cases. Therefore a 2nd shipment necessitating more shipping charges.

Upgrading to a hard case and then including free shipping for the uke with the hard case sounds like it was a fair deal. If the OP stuck with the Uke that was paired with bag originally she would have had to pay the shipping. She in fact got free shipping by adding a hardcase to her order and that actually offset some of the cost overall. Being clear as to what shipping level or speed would be included making the change would have been a good thing to be clear on. Always, always call if you are not sure of something.

The staff at TUS is great. I have spoken with Veronica, Andrew and Kalei on the phone on different occasions and all have been great in my experience . There is a reason I buy from them. 3 new KoAlohas and a Master Series Pono, and at least one more nice Pono I have purchased from them, and other separate orders for strings and such. ( and as aside note, yes I have had excellent service from Mim too )

I'd ALWAYS advise getting on the phone and calling if you have any questions about an order. Be sure of your order and what you want to do and make sure you are on the same page with whomever you order from . Do not be afraid to pick up the phone.

Yes the hard case purchase was made after the fact (a few hours after) and they said they would add it and include it to my order and ship it for "free" but it was basically just adding it to my order since I had already paid my shipping fees. The gig bag is middle range Oha Kanile'a bag so not that big padded bag they normally use for their normal line.

 

[Neil_O]

Is it pronounced Zerolive? (That's a zero in your name, right?)
Maybe you can change the strings on your current uke to take you mind off your worries!

 

[70sSanO]

I did not pay the $200, I paid close to $40 (which was a little less than the shipstation estimated USPS)

$40 is not bad cost to ship a ukulele.

For $200, that delivery person better be prepared to play me a tune on it when he drops it off.

John