Name: Woodbrass UK
Rating: 1.56

“RUDEST EVER CANNOT BELIVE HOW RUDE THESE PEOPLE ARE I HAVE TRAVELED ALOT AND NEVER CAME ACROSS PEOPLE QUITE AS RUDE AS THESE”

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Posted 8 years ago

“Very rude. No refund yet. Uk customers beware.”

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Posted 8 years ago

“Very poor service, order just doesn't turn up. Please be very careful and use a credit card you can claim back on because when it goes wrong it really goes wrong and Woodbrass staff do not help you. There view is - if its been shipped then its not there problem.”

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Posted 8 years ago

“I purchased a Gretsch Guitar and experienced much the same customer service standards as reported here. You may not get better service in the UK but at least you can travel to their door and hand the kit back. Would not use Woodbrass.com again.”

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Posted 8 years ago

“Purchased a Roland PM-03 thinking it was coming from the UK. It arrived promptly but damaged and having a continental plug. Also got stung with the exchange rate/ fees, so cheaper in the UK. After serious inconvenience managed to get 'authority' to send it back for replacement. Again, replacement arrived quickly and more damaged than the first one!!!! Contacted woodbrass via their inflexible customer service page and they replied that it was effectively my fault as I should have checked the item out before I let the delivery driver go as per their terms and conditions. I did ask the driver who thought I was bring funny! So no refund given, nor an exchange and still haven't received the £30 transportation back from the first return as they committed to. Avoid at all costs! Borderline criminal!!!”

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Posted 9 years ago

“AVOID AT ALL COSTS !!!! TOTALLY AND UTTERLY USELESS IN ALL DEPARTMENTS !!!!”

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Posted 9 years ago

“Trully shocking service from this company + I ordered BEHRITONE C5A monitors (advertised as a pair) and as one is active and one passive, they can only be sold as a pair, however when the order arrived there was only one, the active monitor. Trying to get through to someone that spoke English was a nightmare, on my fifth attempt to contact them, someone said 'hold on a minute' . . and promptly put me onto a FRENCH answer machine . . which in turn removed all the credit in my mobile. Next attempt was online, they send you an email but you cannot reply.. so next up was an online form which was a nightmare to find.. i have in seventeen years of buying musical equipment online, come across a more shambolic site and after sales service.. it is virtually non existent ... after sending two letters on the website, they apologized and said they would send the missing speaker on promptly . . i waited.. only to get an email A WEEK LATER telling me it was out of stock !!! . . and the only thing they can think of is for me to parcel it all up again and send it back to them . . no return slip either that i can stick on the parcel . i would have to pay myself, and then photocopy the postage receipt .. in the end i had enough of them . . i cant be bothered to parcel it up again, and wait for THEM to refund me. Mabye if you live in France or abroad, you could get somewhere with them.. but for anyone living in the UK . . AVOID THIS PLACE AT ALL COSTS, that is my personal viewpoint, there are more than enough good retailers out there without having to stoop down to this level.”

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Posted 9 years ago

“Exercise extreme caution if you are thinking of trading with this firm! My advice: look elsewhere! My first impressions of Woodbrass.com were extremely favourable. I ordered a ukulele from them on the 4th June 2015.They handled my order quickly and despatched it almost immediately. The ukulele was tracked and delivered almost to the minute they had said: within five days. Terrific service up to that point – probably down to the carrier firm DPD (UK) - but that’s when the nightmare started. I opened the package containing the ukulele and discovered that the ukulele had a long gouge mark down the front of it. It looked like a “factory second.” I decided to return it to the firm for a replacement or a refund. I then checked my bank account to see if the ukulele had been paid for and discovered that the quoted price of £430 had suddenly become £450 and that was the amount I had been debited for! Starting the process of sending the ukulele back I thought I’d better phone their UK helpline. They were not helpful and told me to phone Customer Service. I tried phoning Woodbrass on the number provided on the return slip enclosed with the ukulele. The number did not work. I obtained a number from the web site and tried that. No one answered. I just got a pre-recorded message each time. I tried this number at least 10 times. I have the bill to prove it. Eventually I succumbed to the idea that I would have to contact Woodbrass via their on-line after sales service line. I filled in the on-line customer service request to return the instrument and sent the form back. I also attached a very clear photograph of the front of the ukulele, showing the 10 centimetre long gouge on the front of it... SIX days later Woodbrass got back to me asking me to send photographs of the damage! I did this within two hours. Three days later they managed to send me a return code for the ukulele. I posted the ukulele off within three hours of receiving their e mail. Woodbrass have a Draconian regime for returning faulty items. According to their website, the item has to be returned in its original packaging without the packaging being defaced in any way. So you can’t just take the package down to the Post Office, put a few stamps on it and return it. You have to package their packaging and then send the item back and their offer of a maximum of 40 euros to cover return postage came nowhere near the £50 it actually cost me to return the ukulele. Woodbrass managed to inform me that they had received the ukulele back on the 22ndJune . It took them another two days to tell me they didn’t have one in stock. I informed them that I would like a replacement within 14 days or my money back, which I thought was fair. I had to prompt them six days later to see if they could provide me with a replacement within the time limit I’d set. They did get back to me within 24 hours, told me, “No,” and asked if I’d like a refund. I immediately replied and said, “Yes”. The next day they informed me that a refund to my bank account might take anything up to 14 days! Five days later they asked for my bank account details so they could repay the money. I would have thought that they had these details when I’d initially paid for the ukulele. …and so the story goes on …… It took Woodbrass until the 21st of July to finally tell me they were making a wire transfer back to my account – and that was only after e mailing them almost every day and phoning them up at least three times. Of course the money then didn’t arrive in my account until the 24th July! (And it took one more email to prompt their useless after sales service) I’ve lost out on the deal because the value of the pound has risen against the euro and Woodbrass only refunded forty euros to cover return postage – which cost me £50 – but at least I’ve got most of my money back - which is more than some people, I believe. I am of the opinion that the after sales service I have received from Woodbrass has been totally impersonal and of a very poor quality. It appears that once they have the customer’s money all after sales service is secondary. The length of time the firm has taken to reply to my enquiries has been inexcusable. The length of time taken to refund my money has been criminal! I have been left waiting for a refund of a not inconsiderable sum of money (at least 639 euros) for at least 21 days. I would urge anyone thinking of purchasing anything from this firm to consider the difficulties I had with them. You might also want to look up online some of the problems other people have had with this firm. As a post script : Whilst my debacle with Woodbrass was continuing I spotted a better ukulele for sale on e bay ( same style but with a koa finish) and ordered it from LindaMarie Moehn, lmm999music, Muskego, US, WI, 53150 on June 26th. It arrived undamaged on 5th July. Before I purchased it I asked a couple of questions about it and both replies came back within three hours. I emailed a thank you to Linda Marie. She got back to me within the hour. Now that’s what I call customer service!”

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Posted 9 years ago

“After numerous phonecalls to try to get a return authorisation, I contacted my bank. They are now helping me to get a refund via the 'Off Premise Distance Selling Transaction' clause. If you are ever unlucky enough to find yourself in a similar situation, please note that you only have 14 days to claim your refund via this method. I am pretty sure that wwodbrass.com are aware of this and have been purposefully delaying the whole process to make getting a refund more difficult. As some of the positive reviews on here suggest, they might be fine if they actually have the product you ordered in stock but that's not a risk I would ever take again. Totally feckless, do not use woodbrass.com in any circumstance.”

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Posted 9 years ago

“I bought a left-handed mandolin but a right-handed one has arrived. I have telephoned 5 times. It seems to be impossible to get a return merchandise authorisation code which is what I need to return the useless (to me) product. If I get through to the shop, they listen to my problem then say either "I have too many customers waiting, I'll transfer you to service" when I eventually get to speak to the same guy each time who says I need to speak to the guys at the shop or today the guy said "You have 14 days to return the product, I'll transfer you to service." I notice with some dismay that the 'left handed' mandolin I purchased is now out of stock on their website. Stil on hold. Do not use this company.”

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Posted 9 years ago

“purchased turntable, arrived with european power cable, wish to return however all telephone numbers quoted on receipt go to voicemail!!!!”

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Posted 9 years ago

“The website is poor. Pages don't scroll properly. Occasionally it is in the wrong language and currency. There is no email contact details that I can find. They have not emailed me after an order either. I wire transferred nearly £1700 for my purchase. It left my bank instantly and arrived in theirs instantly. 3 days later, there is still no receipt and no confirmation the order is processing. The 0845 local rate phone call is answered by a machine speaking German. The first time it hung up on me after a two minute German message. The second time it took 5 minutes and 11 seconds to get another language speaking man answering who told me to call back another day because he didn't speak English. I wish I had read the other reviews here before parting with my money. I have no way to contact them to get it back.”

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Posted 9 years ago

“If you are buying from the UK, please be careful. I ordered a rather expensive digital drum kit. After a number of enquiries it transpired that the kit was not in stock and would not be available for some months. I cancelled the order, but suffered significantly on the foreign exchange movement between sterling and euros. Despite the cancellation being the company's fault, they have refused to refund the difference, and the staff have actually been pretty indifferent, borderline rude. I bought the same kit from some very friendly and clued up people at Yamaha's London store - for the same price!”

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Posted 9 years ago

“If you are buying from the UK, please be careful. I ordered a rather expensive digital drum kit. After a number of enquiries it transpired that the kit was not in stock and would not be available for some months. I cancelled the order, but suffered significantly on the foreign exchange movement between sterling and euros. Despite the cancellation being the company's fault, they have refused to refund the difference, and the staff have actually been pretty indifferent, borderline rude. I bought the same kit from some very friendly and clued up people at Yamaha's London store - for the same price!”

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Posted 9 years ago

“I never write reviews online. I have been a musician for 20 years using different online companies and iv'e experienced some amateur operations in the past. But nothing compares to the sheer incompetence of Woodbrass. I have waited over 1 MONTH for an item i ordered from them. I was told AFTER I HAD PAID FOR IT that my item had to be re ordered from their suppliers and would take 10-15 working days. If I had been told this before I paid i would never have ordered it. Even after they received my order, another 10 days later and i'm still waiting for it ! and no one in their customer care department can seem to be able to contact the company they use for deliveries. Its a Joke. PLEASE PLEASE PLEASE don't use this company.”

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Posted 9 years ago

“Total failure on just about all levels. No item. No refund. No communication.”

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Posted 9 years ago

“Customer Service Stinks. Pushy attitude and Rude. Will never buy again. Stole my Money.”

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Posted 10 years ago

“Appalling. Woodbrass were unclear about how long it took to deliver, 3-5 days, became 10 days, became 10 days till it reached woodbrass and 3-5 till I recieved it. when I recieved my guitar it was smashed and cracked as if The Who had used it it to finished off there set. when I rang the company line, they said we only deal with deliverys you have to wait twenty four hours till customer services will address your problem. now if it was a small issue that would be fine, however the 580 euro guitar arrived broken beyond repair”

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Posted 10 years ago

Woodbrass UK Reviews