LNR Music- Problems???

ThomsonKneeland · #1 03-16-2012, 08:19 AM

Hi, this is a query and a warning for anyone looking to purchase bass strings.
On December 14, 2011, I ordered Velvet strings from Lou Roten at LNR Music. I had ordered strings from him twice previously, and though shipment was not prompt, I chalked it up to backorders on Velvets.
Payment was made immediately through paypal for my order.
One month later in mid January, with no strings, I contacted Lou directly to inquire about my order. I spoke to Lou on the phone who informed me that he accidentally placed the wrong order with Velvet for me and would reorder.
Mid February my order had not arrived, so I emailed and called again. His voicemail was full and my email was not responded to. Since then I've made repeated email and phone inquiries only to find his voicemail full and emails ignored. Finding his cell phone #, I called him there and left a message that I either needed my strings or a refund. No response.
Paypal leaves me no options after 45 days to get my money back besides filing with the police and small claims court.

So has anyone else had dealings with this guy? Is he in the hospital? Or is he taking everybody for a ride? Anyone else having issue with getting strings from LNR Music?

I also plan on talking to Velvet and letting them know that one of their distributors is taking people's money and not shipping the merchandise (as well as the Better Business Bureau and whoever else). It's over 90 days now, I can't get in touch with this business and no strings or refund are on its way. Meanwhile, his website looks all nice and updated while he ran with my money.

not a happy camper, rant done...don't use LNR unless you enjoy throwing away your money!

Any insight appreciated, other people must have dealings LNR Music

Bobby King · #2 03-16-2012, 09:06 AM

This is a familiar story. Lou is not a crook, but he doesn't have his sh*t together and shouldn't be in retail business. There probably is some explanation, and if you can contact him he'll probably make it right...eventually.

I've had similar experiences -- long delays receiving orders, having to call him repeatedly, can't reach him, etc. He would advertise the best prices on Velvet strings, but it's not worth it.

61pollmann · #3 03-16-2012, 09:26 AM

This was just discussed on Velvet Megathread. He's always slow, but I've always received the strings. I think this is a small, part-time business. My guess is that he doesn't really stock much, but waits for orders to fulfill. If there is a delay from manufacturer, then you wait. The main thing that needs to change is when he charges your credit card. Mail order and online sales ethics state that your card shouldn't be charged until order ships. He isn't following this procedure. As I stated on other thread, his prices are the lowest, but you may wait. For most people, they need their strings quickly, so a higher price may be necessary. I always order strings 1-2 months before I plan to change. Places like Quinn are much higher. I believe Southwest Strings may be not much higher than LNR.

61pollmann · #4 03-16-2012, 11:37 AM

Sorry--I meant to say String Emporium, not Southwest Strings.

GrowlerBox · #5 03-16-2012, 11:59 AM

If you're collecting data, I'm the guy who posed a similar question on the Velvet megathread. The concensus there seemed to be much the same -- you'll get your strings, but who knows when? I'm starting to think I may need to forego the gut G set, and just get a "straight" set of Garbos from a more reputable dealer. Pity. I've never had to do it before, but I believe a refund can be arranged directly through PayPal; is that correct?

ThomsonKneeland · #6 03-16-2012, 12:27 PM

Quote:

Originally Posted by GrowlerBox

If you're collecting data, I'm the guy who posed a similar question on the Velvet megathread. The concensus there seemed to be much the same -- you'll get your strings, but who knows when? I'm starting to think I may need to forego the gut G set, and just get a "straight" set of Garbos from a more reputable dealer. Pity. I've never had to do it before, but I believe a refund can be arranged directly through PayPal; is that correct?

thanks, I hadn't realized this LNR issue had come up in another thread. You can get a refund from Paypal within 45 days of the transaction. Unfortunately at about 40 days I confirmed with Lou that my shipment would be coming, precisely because of the time issue. After 45 days, Paypal refuses to refund your money and refers you to the Internet Fraud Agency and local police department/small claims court. I'm not happy with Paypal either, considering, but I have no legal recourse based on their policy of payment. So I'm out my money right now. Hey, I hope Lou comes through, I'd like to think he's backlogged. But after no response to my emails or phone messages and a voicemail that's filled for the past two weeks, I've given up and ordered strings from String Emporium. I placed my order 3 months before a recording session to allow for extra time....even that didn't work out.

GrowlerBox · #7 03-16-2012, 01:04 PM

I'm sorry to hear that. I've just opened a dispute through PayPal; perhaps that will be enough to generate some signs of life from Mr Rotten. I think I'll also email Nuno at Velvet -- he has a great rep for C/S, and might also have some ideas. Probably wouldn't hurt if you did that, too -- who knows, he may even honour your order and recover the money from Rotten himself .....?

Phil Rowan · #8 03-16-2012, 02:15 PM

I ordered from LNR a few years back. Never again. If I remember correctly, I ordered a single Compas180 D string and after waiting a while (i.e. too long) for a response/shipment/sign of life, wrote Lou, who eventually wrote back saying Velvet had mistakenly sent him a single A instead of D (and that he seldom gets orders for single strings and therefore doesn't keep them in stock). When I wrote Nuno about this, he said he looked through his files and saw an order for a single A string from Lou. In the end, Nuno came through and shipped me the D I'd ordered, so yes, definitely get in touch with Nuno about this.

GrowlerBox · #9 03-16-2012, 03:15 PM

Quote:

Originally Posted by Phil Rowan

I ordered from LNR a few years back. Never again. If I remember correctly, I ordered a single Compas180 D string and after waiting a while (i.e. too long) for a response/shipment/sign of life, wrote Lou, who eventually wrote back saying Velvet had mistakenly sent him a single A instead of D (and that he seldom gets orders for single strings and therefore doesn't keep them in stock). When I wrote Nuno about this, he said he looked through his files and saw an order for a single A string from Lou. In the end, Nuno came through and shipped me the D I'd ordered, so yes, definitely get in touch with Nuno about this.

Thanks, Phil -- I've emailed Nuno (and suggested that he might also hear from at least one other TBer) and am awaiting his reply. It wouldn't surprise me if he shows up here, which would be helpful.

pipeman · #10 03-18-2012, 03:28 PM

had the same problem years back. since ur living in new york david gage sells single velvet strings now and also gamut single gut strings so u don't have to order through the internet anymore........

Marcus Johnson · #11 03-18-2012, 03:52 PM

It's a shame. Wonderful strings, crappy means of getting them.

Phil Rowan · #12 03-18-2012, 05:02 PM

Quote:

Originally Posted by pipeman

...david gage sells... ....gamut single gut strings so u don't have to order through the internet anymore........

Whoa, for serious? I also know (last I checked, at least) Gage seems to be about the only place I can find that sells D'addario's new Kaplan orchestral strings (which are the jam, by the way.. not to be confused with the Golden Spirals).

GrowlerBox · #13 03-19-2012, 11:10 AM

Well, folks, all is not lost ... yet.

I received an email from Mr Roten, who assures me he will be ordering strings this week, and offered me a refund if desired it. I elected to give him a further opportunity to make good.

I did not hear back from Nuno, so I don't know whether he has been in touch with Lou.

These things better be worth it ...

Marcus Johnson · #14 03-19-2012, 08:24 PM

Is Nuno still involved with Velvet? I thought he was no longer with them..but I might be wrong....

GrowlerBox · #15 03-20-2012, 12:43 AM

Quote:

Originally Posted by Marcus Johnson

Is Nuno still involved with Velvet? I thought he was no longer with them..but I might be wrong....

He's still listed as the customer support guy on their website, but it may be out of date. I haven't heard anything from Velvet, so you may be right ...

DoubleMIDI · #16 03-20-2012, 05:49 AM

Nuno is busy outside of Velvet but still does their customer support. He wrote me why, but I don't think I should tell this the whole world, it's a very human and understandable reason.
Be prepared that sometimes it make take a bit longer than usual to get an answer.
I think he not very active on Talkbass because he doesn't have the time to do that.

But I'm sure if you have a problem or question you will get an answer if you mail him to the velvet cusomer mail address.

My last contact with him was a few weeks ago and I would have contacted him if I didn't got a cold that pushed me out for some weeks. Maybe I see him in a few days at Musikmesse Frankfurt (Frankfurt Music Fair), but I'm not sure if he will be there.

brianrost · #17 03-20-2012, 06:26 AM

Just wanted to post that I have always had good dealings with Lou in the past, including getting replacements for broken strings (why I stopped using Velvets).

He is a one-man operation.

GrowlerBox · #18 03-20-2012, 11:11 AM

I just heard back from Nuno; obviously he's still at Velvet, thanks DoubleMIDI. Seems like things are moving for me at least. I wonder how the OP is getting on ..?

ThomsonKneeland · #19 03-20-2012, 02:02 PM

Well, it seems like you guys have had better luck than I have. Still no word on my end from Lou Roten despite additional emails this week, last week, and another phone call to a filled voicemail. Can't call this week since I'm overseas. He can take my $ but can't deliver the merchandise or return a simple email or phone call. I placed my order about 100 days ago now.
I'm contacting Nuno, thanks for the suggestions!

bassdee · #20 03-20-2012, 10:14 PM

A student of mine also ordered strings from LNR. It's been about a month. We tried getting in touch with him, but to no avail. Please let me know if any of you find anything out. Thanks...