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

[deadpool]

Plus and minus for me. I've purchased two ukes from TUS and also from Mim. The first uke I purchased from TUS was the first uke I bought. Shipping - no issue. I knew nothing of uke set ups at the the time. Granted it was a cheap Kala, but after I had it a while and had bought #2 from another seller, I realized the action was high. I fixed it myself which was a good learning experience so not a big deal. Still, I wondered what all the hype was about their set ups..... Fast forward to 2 years ago and I bought a Pono from them. The set up was spot on. No shipping issues with either purchase.

My experience with Mim has been excellent. I purchased a spalted mango concert from her some time ago. She warned me that the tone would be an acquired taste. I did not like the tone at all and she exchanged it for a different wood combo and cut me a deal on a blemish hard case. A couple of years ago I bought a Flight Antonia from her which is now my go to uke. Set ups have been great. No shipping issues from her either.

I would recommend both of these retailers without hesitation. However, I would have a hard time recommending any and all shippers. I've had a litany of issues with all of them........

 

[peanuts56]

I've never bought an instrument from them. I did order a fiberglass case from them, plus strings and humidifiers. My experience has always been positive. I'm usually on Oahu visiting family every year and always venture up to The North Shore a few times. I dealt with Kalei when I ordered the case and was able to see a demo model.

 

[0live]

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!

Just pronounced like Olive (though I think I like your version better lol)

I can tell you I have just gotten 6 pairs of different strings to try out. I am trying out the AG x AQ strings on my Enya Nova Pro now. Not loving them thus far haa

$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

 

[john bange]

always had the best service from them. quick to answer questions or anything else...bought ukes, strings and parts. always shipped fast.

 

[0live]

Update: I just received my package from TUS everything looks in order and no observable damage. And just a few days before I fly out so all worked out in the end!

 

[Pissodes]

Update: I just received my package from TUS everything looks in order and no observable damage. And just a few days before I fly out so all worked out in the end!

Excellent! Hope to see a NUD post when you get back. Safe travels.

 

[Tin Ear]

Update: I just received my package from TUS everything looks in order and no observable damage. And just a few days before I fly out so all worked out in the end!

Looks like this arrived Much sooner than you anticipated and all is good ! Perhaps a little anticipation excitement got the best of you for a bit. TUS is always first rate in my book and for many others as posted here.

Enjoy that new uke !

 

[spookelele]

now that you've got your uke.. it will make sense why the gig bag shipping has to be separate. They use boxes made for uke's, and you cant get 2 in a box, so the shipping company will charge twice.
If you really wanted to keep the gig bag, it might have been better to have them ship in the gig bag, and then buy a case locally. The oahu cases are nice, but you can get similar in a lot of places.

As for wait times.. I dont think you'll find reviews saying TUS is fast. They process ALOT of orders and a small number of people have to do the setups for all of them so you gotta wait your turn.

As far as some number of negative experiences... They process ALOT of orders. If you have a satisfaction rating of 95%, but you ship to 100 people there's still going to be 5 less than experiences. Doesnt meant they arent good, just means nobody is perfect. And if you have a problem, TUS is pretty darn good in my experience in trying to make things right.

 

[Tin Ear]

now that you've got your uke.. it will make sense why the gig bag shipping has to be separate. They use boxes made for uke's, and you cant get 2 in a box, so the shipping company will charge twice.
If you really wanted to keep the gig bag, it might have been better to have them ship in the gig bag, and then buy a case locally. The oahu cases are nice, but you can get similar in a lot of places.

As for wait times.. I dont think you'll find reviews saying TUS is fast. They process ALOT of orders and a small number of people have to do the setups for all of them so you gotta wait your turn.

As far as some number of negative experiences... They process ALOT of orders. If you have a satisfaction rating of 95%, but you ship to 100 people there's still going to be 5 less than experiences. Doesnt meant they arent good, just means nobody is perfect. And if you have a problem, TUS is pretty darn good in my experience in trying to make things right.

Summed up very nicely. Two thumbs up.

 

[badhabits]

Maybe the thread title needs updating?
...a happy ending? ...if op feels that way.

 

[Jerryc41]

Hi folks! I just wanted to share my experience with you all and get your opinions and thoughts regarding my experience.

I decided to buy my first "forever/pro" uke a couple of weeks back. Reading from all the great folks here I was convinced that TUS or Mims would be who would get my business. At first I bought one from Mim, but it turned out that the uke had some things she missed and found during the setup, she reached out directly and offered a discount or a refund, so I opted for the refund since it was not a defect I felt comfortable having (tiny little cracks in the back). She was super friendly and communicative and great customer service overall even though I did not end up getting what I wanted.

Searching on TUS I found one that I really liked so I look at all the information and make my purchase. Checking out in my cart I see that I am not eligible for free shipping (I live in the US but a territory) no biggie, I really want the uke so I paid for shipping. I was curious as to why I was not eligible for free shipping (With Mim I was eligible) so I reach out by email to politely inquire 1) Why I was not eligible for free shipping and 2) If I can add a hard case to my order. The person writing back explained that (1) for Fedex purposes it was considered international and for USPS domestic thus the cost was very very expensive ($200+ with FedEx) and that (2) I could add the case to my order and they would offer free shipping for it/include it in my order. I was satisfied with their response and moved on with everything.

I get a follow up email that if I wanted to keep the included gig bag I would need to pay an additional $90 or leave the gig bag and keep the hard case I purchased. Since I wanted the hard case to protect during shipping I reluctantly agreed since this would be very excessive.

I made my purchase on Aug 21st it appears setup was complete either on 4th/5th of this month (Sep) and the uke was literally put in the mail today Sep 6th. I read that the turnout for non-rush setup was 7-10 days. I estimated that with setup and shipping (since it will be USPS it would take longer) So I assumed it would be fair to expect to receive it around 15-20 days.

Here are my issues and why thus far I have not been very happy with the experience with TUS. I understand that the cost to offer "free" shipping is exorbitant for them and not reasonable. So I was fine with paying the shipping, but found it excessive to quote me $90 for shipping for the gig bag. It was just put in the mail today and I'm not sure what service they used with USPS but the expected arrival is Sep 30th. I am patient, but my issue is that I will be on a family trip until early October and won't be home to open and make sure everything is in order. My fear is that if something happens during the trip that they'll say I took too long to report it or something.

I would not have even minded if they used the gig bag as padding instead of the cardboard insulation lol. Additionally I see that they use ShipStation which discounts rates for businesses, I did some quoting with ShipStation and the costs (overestimating package weight and dimensions) would be less than what was quoted just for the gig bag.

Not as important and very subjective but the communications as well were very dry and straightforward as opposed to Mim which was more conversational and made it more of a real customer service interaction. I understand that written communication leaves a lot out but just a small observation that was noticeable as well.

Is this a normal experience to expect to wait a total of 40 days and the back and forth with the shipping and asking for additional shipping payment when they said they would add the case for free to the existing order? Am I being irrational for being this upset or is this a normal experience?

Also if you've read this far, thank you

Watch out! A few years ago, I posted about the difficulty of making phone contact. Someone "tattled" on me, and the boss more or less attacked me for picking on him.

I wasn't making a complaint. I was telling about my inability to speak to a person over the course of a couple of days. I wanted to know if this was typical.

Aside from that, I haven't had any problems with them buying three ukes over the years.

 

[Jerryc41]

My experiences with Hawaiian Music Supply (TUS) have been as often problematic as not. Also, while I've found Andrew pleasant and responsive to deal with, the other folks, not so much. Dealing with Mim, in contrast, was always a joy—no problems at all, and she was very generous with her time and advice. If a uke I was interested in were offered by both vendors, I'd choose Mim every time.

I look at Mim's site occasionally just to see if she has anything I want. As far as I'm concerned, she's the best.

 

[Tin Ear]

Maybe the thread title needs updating?
...a happy ending? ...if op feels that way.

Amen

And as spookelele summed up I would think the buyer could probably see when she unpacked the uke and How TUS ships a hard case and bag were unlikely to fit in one box. TUS worked with her, let her change her order after the fact to get a hard case she requested and apparently the shipping was quick enough it alleviated her worry that the Uke would arrive when she was gone. All well that ends well I'd think.

TUS is first class all the way. If you ever have a question about your order clarify it - talk to them by phone. They are great people.

 

[WebParrot (s2)]

now that you've got your uke.. it will make sense why the gig bag shipping has to be separate. They use boxes made for uke's, and you cant get 2 in a box, so the shipping company will charge twice.

I'll contradict you based on personal experience.... FWIW, TUS does have the ability and does ship in larger boxes that would hold both a case and gig bag. Last year I purchased a Rebel, which comes with that gaudy, multi colored -but solid, gig bag. TUS offered a discounted Oasis hard case and both were shipped in a deeper box with the uke placed in the hard case. LOTS of extra packaging; that box would have held two hard cases (i.e., they didn't flatten the gig bag just to get everything to fit). Also, about 4 years ago I ordered a uke that came with a hard case and an extra case for a "naked" uke I already owned. They actually taped two boxes together (then) and shipped it as one! I know USPS won't allow that approach these days, but can't say if the other carriers have similar experiences. I think the OP can just write it off as a failed communication thru no harmful intent.

 

[Eggs_n_Ham]

now that you've got your uke.. it will make sense why the gig bag shipping has to be separate. They use boxes made for uke's, and you cant get 2 in a box, so the shipping company will charge twice.
If you really wanted to keep the gig bag, it might have been better to have them ship in the gig bag, and then buy a case locally. The oahu cases are nice, but you can get similar in a lot of places.

As for wait times.. I dont think you'll find reviews saying TUS is fast. They process ALOT of orders and a small number of people have to do the setups for all of them so you gotta wait your turn.

As far as some number of negative experiences... They process ALOT of orders. If you have a satisfaction rating of 95%, but you ship to 100 people there's still going to be 5 less than experiences. Doesnt meant they arent good, just means nobody is perfect. And if you have a problem, TUS is pretty darn good in my experience in trying to make things right.

Total affirmation on all counts. I can't imagine how many orders and requests TUS gets from around the world.

 

[Tin Ear]

I'll contradict you based on personal experience.... FWIW, TUS does have the ability and does ship in larger boxes that would hold both a case and gig bag. Last year I purchased a Rebel, which comes with that gaudy, multi colored -but solid, gig bag. TUS offered a discounted Oasis hard case and both were shipped in a deeper box with the uke placed in the hard case. LOTS of extra packaging; that box would have held two hard cases (i.e., they didn't flatten the gig bag just to get everything to fit). Also, about 4 years ago I ordered a uke that came with a hard case and an extra case for a "naked" uke I already owned. They actually taped two boxes together (then) and shipped it as one! I know USPS won't allow that approach these days, but can't say if the other carriers have similar experiences. I think the OP can just write it off as a failed communication thru no harmful intent.

You have to remember this was going to a US territory and they advised the OP it would expensive to ship etc. to her location if you read the whole tale as related by the OP. Two boxes or a larger box as it sounds were cost prohibitive. When in doubt or if you have questions Get on the phone and CALL ! I think a whole lot of angst could have been avoided.

 

[AndrewKuker]

First of all my apologies for the extended wait. The uke was ordered on August 21 and delivered on September 12. 22 days is way too long to wait. Full time setup tech Ben had a family member pass away and was on the mainland for a lot of last month. I was doing setups through the weekends and trying but we fell behind. The problem with shipping is because Fedex doesn’t consider PR part of the US. We did discount the shipment charge from our cost given the situation but with the added gig bag the shipment would have gone up about $100 because it wouldn’t qualify for USPS Ground Advantage. With that said, I’m gonna put your cost of the shipping in your customer account credit because the turn around time at 22 days is not acceptable and I apologize again for that. Note to me from Veronica was "I tried my best to help him out given the situation, but I guess that didn't translate, and maybe I should have explained in greater detail. I can call him and apologize."

Hope you love the uke. We’re gonna keep trying our best to give excellent customer service and provide top notch setups, most of which are at no extra charge. Mahalo for all the support from the community here.

 

[Tin Ear]

@ AndrewKuker

Very good of you to post here . You guys at TUS are great ! My personal experiences and purchases have been stellar. You folks are the best !
I am sure you all do your very best to satisfy everybody. Sometimes it's a little tough.

Condolences and well Wishes to Ben and family. Best wishes to your staff. I think you all rock.

John

 

[NatalieS]

I realize the OP's original issue is now resolved, but I wanted to emphasize how much I love everyone at TUS. I've ordered from them multiple times and had nothing short of positive experiences, whether it was for a small order of strings or one or more instruments. The full instrument setup, though it adds to the order's turnaround time, is generously provided for free. I believe their current setup time is 10-14 business days, if that gives you an idea of how popular they are. To me, the wait is worth it.

In my mind, what matters even more is how much The Ukulele Site does for the ukulele community. I really look forward to their detailed video reviews and demos of each instrument model, which are both informative and beautiful to see/hear. I visited Oahu twice this year and had the extreme luck to meet Kalei both times because he was manning the shop in Haleiwa when I visited. I am a huge fan of him and Corey, and he was as kind, humble, and patient as you could imagine. I thought I couldn't love this company more, and then they (along with Craig and Sarah and others) organized several ukulele auctions to benefit those impacted by the Maui fires, which have raised over $100K so far and still counting. This took a ton of time and effort to do, but they dropped everything to do it and they did it for the love of their community. I'll recommend TUS to anybody, any day of the week.

And Mim is awesome as well, I referred my best friend to her to buy her son's first ukulele. She was thrilled with the service!

 

[chris667]

Frankly, I think that it is a bit unfair to talk about your problems with a company in a forum before you have attempted to contact the company you're complaining about. It seems a little unfair.