JustStrings.com -A dissatisfied and former customer testimonial

[bongomania]

On the one hand I agree that Juststrings should have eaten it and given him some strings just to "make him happy". OTOH it's wrong to expect to be able to make a return after the 30-day return period, and it's wrong to be a crybaby about it afterward.

I've owned a few businesses, and had to deal with this type of customer many times. I give them what they want to shut them up, but I also know they are self-centered crybabies with entitlement issues. Sometimes in business you have to bow and pander to petty people like that.

 

[Alaska Bass]

JustStrings lost me as a customer a while back too. I made an online order, it never came. When I inquired about it, they were very rude to me when they explained why. It seems that they thought that my billing address on my card did not match the shipping order. I verified all of my information with them and they still insisted, in a rude manner, that it was still wrong. They never would admit that they had a problem with their system, and were not the least bit interested in fixing their problem and continued to talk down to me about it. They kept insisting that I call the card issuer to fix MY problem. There was never a problem with my card before, or since!

If there was a problem with my card, or payment, I would be able to understand that. But NEVER be rude to a paying customer.

I'll just order my Pyramid Gold strings from Elderly.

THANK GOD there are still companies out there trying to protect the general public from credit card fraud! And you have the nerve to complain that they won't charge strings to a credit card that can't match to the address on file? Wow. I hope someone gets your number and ships a whole bunch of stuff to a different address than your listed billing address so you can see why they were protecting YOU the customer.

 

[Alaska Bass]

It’s easy for you to say. I don't buy tons of strings from them, and therefore, only had the shipping packet at hand. Besides, I had no immediate use since they were backups.

I argued with him until I realized how low can you go? A key business principle - keeping a happy customer and they'll return. Then, it's a win-win.

I confess I ordered the wrong strings, but throwing fruity BS at someone is wrong and bad business. After hearing this guy talk like he did, I will gladly pay more for integrity.

Stores in general, get bigger by bending the rules sometimes. Ask any successful retail manager that you know. Think about what this person is really saying. He could care less. I didn't walk in mad, the owner was - in more ways than one.

One more thing. I am not lazy.

I don't believe you in anything you said here. If you truly knew anything about principles and integrity, you wouldn't have expected or even requested a company (in business to make money) to take back strings that are now un-sellable (for the ethical business anyways) and to eat that money just to make a customer who can't even order the right product (let alone communicate back the error in a timely manner) happy. Then you want to show up to their facility even though they are an INTERNET company, and demand to speak to the owner? You're lucky he didn't throw you out on your ear. Instead he tried to communicate with you and be patient with you, to no avail. Now you are going to bad-mouth him to anyone you can communicate with, so who really is mad in more ways than one?

BTW, my Juststrings orders have all been great.

 

[charliet]

what is wrong with you..buy some more mother ****ing strings

 

[chutsk10]

Direct from the website:

"Returns and Warranty Policy - A full refund is available (less Shipping & Handling) for unopened merchandise in resalable condition that is returned within thirty days of the original invoice. Merchandise is not eligible for return after a period of thirty days from the original invoice. Opened or used merchandise cannot be returned."

What givs you the right to think you dserve a refund after 40 days? . . . Let alone show up at his place of business and demand it, instead of sending an e-mail or something whn you recieved the strings.

Sorry buddy but you only make yourself look like an idiot with your rant here.

PS: I have made several orders to Juststrings and they have all arrived quickly and as i ordered them.

 

[PJaye]

Thank you, dela217, for a fine example. And yes elgranluis, principle.

 

[BillytheBassist]

I've been using juststrings for a little over a year now for ALL my strings. I've had to return strings twice due to wrong gauge in one instance (my fault) and steels instead of nickels (their fault) my order was promptly corrected without any trouble whatsoever. I even got an apologie from them on both occasions. I think you should just chillaxe a little bit and face the fact that you *#@^!& up bro'.

 

[PJaye]

"I don't believe you in anything you said here. If you truly knew anything about principles and integrity, you wouldn't have expected or even requested a company (in business to make money) to take back strings that are now un-sellable"

Alaska Bass, how did you arrive at the conclusion that the strings are "now un-sellable?"

 

[PJaye]

What JS should probably do is add a simple, 30-day policy line on the bottom edge of the Invoice. However, by not indicating a written policy upon the receipt of goods on paper (in addition to the website), one could interpret that as: we can’t be bothered with returns. More than likely, there isn't an Invoice in my file cabinet without a written policy.

 

[kotzman]

I have dealt with them twice, and both times I have had bad experiences. When I have tried to rectify the situation with them, they come back with a poor attitude and very little interest in customer satisfaction. I will not deal with them anymore.

 

[Alaska Bass]

"I don't believe you in anything you said here. If you truly knew anything about principles and integrity, you wouldn't have expected or even requested a company (in business to make money) to take back strings that are now un-sellable"

Alaska Bass, how did you arrive at the conclusion that the strings are "now un-sellable?"

An ethical company cannot re-sell product that has left it's premises, unless it downgrades it to a "refurbished/returned" status. The reasons for this are numerous but several include, truth in advertising, and exposure to environmental conditions detrimental to the products longevity (that means high humidity-the package looks ok, and then 4 months down the road another customer buys the un-opened pack of strings and finds them rusted).

I don't see a spot on their website for slightly used strings, nor for refurbished/returned strings. All I see is listings for brand new strings in original sealed packaging.

And BTW, what is your justification for expecting someone else to pay the cost for your error and following lack of contact about the error? How can this company be the bad guy in this case?

I think perhaps you are just upset that you didn't get your way and you are having to pay for your mistake... which, because you bought the strings online, really is less than you would have paid at a local retailer and not a significant financial burden.

 

[Illbay]

Why didn't you contact them within the thirty days? It doesn't seem like you were in too much of a huff about the strings until they expected you to abide by their return policy.

Sorry but this sounds like some worthless retaliatory winning 'cause you were either too forgetful or too lazy to contact them in a timely mater.

He's got a point about the "factory fresh strings," though. Good grief! How long do you think most strings sit in the warehouse waiting for distribution, etc.? If they're properly packaged (which amounts to "properly cared for") they should last indefinitely.

And he's ALSO got a good point about bending a little in the interest of customer relations.

Sorry, I'd be a little po'd as well. You spend scads of money at the place, and he can't take a ten-dollar hit?

Please.

 

[Illbay]

THANK GOD there are still companies out there trying to protect the general public from credit card fraud!

Oh, please! What, do you WORK for JustStrings or something?

The guy you're responding to had it right. If a merchant thinks there's something amiss with CC information, then it is THEIR responsibility to contact YOU and get it straightened out.

As it is, this guy had to call THEM when his order didn't come, and then they come off all high-and-mighty about it?

I've ordered stuff from them before, including just two days ago, but I will withdraw my business as well, based on what I see here, if there's ANY problem with this order or any in the future, because I CANNOT STAND POOR CUSTOMER SERVICE!!!

It's just an EPIDEMIC in this country!

"The customer is always right." That doesn't mean "if the customer says you owe him a thousand bucks with nothing to back up his claim, give it to him."

What it DOES mean is (1) the customer always knows what he wants, and what he expects; and (2) when in doubt, when the situation is "on the cusp," so to speak, give in to the customer.

Better to have to deal with a few crabby apples in your customer base, than lose a larger number of good customers who represent future repeat business.

The anecdotes I'm seeing here indicate stupidity on the part of the merchant.

 

[PJaye]

Illbay, you are so darn correct on that one! He can't take a $10.00 hit now and then... that's crap. They're makin a good living there. If they're not, training will help. There must have been 50 to 60 empty toner cartridges on the shelf from online printouts (verified).

Many people won't speak up, which is what some companies are betting on. Used discreetly, leaning towards the customer still goes a long way. I wish I could tell you better things about the experience, but I cant.

There are sellers out there I’d rather deal with. The plan was to get credit for 2 under-ground strings towards 2 custom sets, and continue the business relationship. The guy said FU – didn’t care. I won’t buy anything from them now. I have to say, it was an adventure.

As far as string degradation, only optical metrology and the like could tell. Perhaps they can't invest in the equipment at the moment. I wasn't out to screw someone out of $20.00 if I thought the strings were not salable.

 

[Alaska Bass]

Oh, please! What, do you WORK for JustStrings or something?

Not at all.

The guy you're responding to had it right. If a merchant thinks there's something amiss with CC information, then it is THEIR responsibility to contact YOU and get it straightened out.

So if this was credit card fraud, you are saying that they should have called the telephone number he gave, and ask him if it is fraud or just a wrong address? When were you born, last night?

It's just an EPIDEMIC in this country!

So now we have gone from two dillweeds that everyone else agrees are wrong, to an EPIDEMIC? Wow!

What it DOES mean is (1) the customer always knows what he wants,

Actually, he didn't... that's the reason he got the wrong strings in the first place, then couldn't decide to send them back within the clearly stated return timeframe.

(2) when in doubt, when the situation is "on the cusp," so to speak, give in to the customer.

There was no doubt, he ordered the strings, he didn't request a return within 30 days, he entered a non-sales premises and was apparently beligerant with the owner of the business. No "on the cusp" so to speak.

Better to have to deal with a few crabby apples in your customer base, than lose a larger number of good customers who represent future repeat business.

They won't lose any "good" customers over this, but they seem to have removed two crabby apples from the customer base, now THAT is good business strategy to me.

The anecdotes I'm seeing here indicate stupidity on the part of the merchant.

There is definitely stupidity involved in this whole thing, but it's not on the merchant's side.

 

[Alaska Bass]

Illbay, you are so darn correct on that one! He can't take a $10.00 hit now and then... that's crap. They're makin a good living there.

So even if they are (which you don't actually know unless you are their accountant), why does that give you the right to expect some of their good fortune?

The plan was to get credit for 2 under-ground strings towards 2 custom sets, and continue the business relationship.

I believe you meant "scheme" not plan. Why would this company want to continue the business relationship with a "customer" like you?

I wasn't out to screw someone out of $20.00 if I thought the strings were not salable.

The issue isn't what you did or didn't think, but rather, company policy.

You continue to amaze me at your pathetic expectation of cheap handouts from others. Why don't you get a job, or a life, or both, and buy your own strings (make sure to specify the right ones next time) and quit complaining about a company that didn't roll over for you when you wanted to screw them for no good reason.

Grow up.

 

[elgranluis]

Illbay, you are so darn correct on that one! He can't take a $10.00 hit now and then... that's crap. They're makin a good living there. If they're not, training will help. There must have been 50 to 60 empty toner cartridges on the shelf from online printouts (verified).
.

Guys, juststring is not taking a hit for 500 bucks. Not even 10 bucks actually. The typical retail rules is you buy at 60% of what you sell fo, right?. If juststrings had given him a couple of new strings, it would have cost them what,? and on the next order, they would have made how much?

I mean, one thing is the crybaby costumer that expects a full refund, including shipping charges, and keeps the merchandise, and quite another is what's happening here. It does not represent a loss towards the company. It was just the posibility of them making things right (without making an instant profit, but securing a long term costumer).

Another thing. Do you guys know for how long your string have been sitting in the warehouse? Apart from D'addario, is there a majority of stringmakers that seals the strings from the factory? I bet any set you buy from your local store is over 30 days old, and that does't make it sound older.

Guys, give him a break!

 

[vicenzajay]

You got to be kidding me:scowl:

How is my saying that we have no facts anything other than a statement about the obvious? The OP's claiming that some things had taken place and all we have is his word to verify the accuracy of those claims. By definition, that is an accusation...not a fact.

By "your" definition...no one else's.

As far as my use of the term "crazy guy" it was meant to illustrate what the owner might think of the OP coming into his shop trying to get him a refund on a product that he had no legal, moral or ethical right to ask for.

That's might be what you meant...but what you said was "crazy guy". Be more descriptive if you don't mean it as a personal insult.

As for the use of the term "stupid." Its a descriptive of the situation--namely an attempted refund claim when the requester has no right to make one--not the OP.

Anyway, my having an opinion on what the owner of the shop might have thought in that situation, or the situation itself, is what it is...an opinion.

So state that it is "your opinion" and nothing else...but you didn't do that, did you...you just said "stupid".

How bout you take a look in the mirror and redirect that moral outrage you feel on a more deserving subject...and have a nice day.

You've been here on the forum all of about four months and feeling pretty high and mighty aren't you...you got all hot and bothered - tried to bully someone and someone else called you on it didn't they?

What a disappointing attitude....I don't give a fig about this situation and I have no moral outrage (and I love the "ignore" feature of this forum...might just have to use it again). You, on the other hand, showed a whole lot of emotion and started throwing a lot of insults...even to the point of implying the original poster lied about the situation.

This forum is usually characterized by maturity and solid advice about bass playing and associated gear. Spend some time listening vice shoving your own interpretation of someone else's truthfulness into their thread. If you don't agree...say you don't agree...and then move on. Or take it to PM if you just can't sleep or don't have other important things in your life to worry about.

I'm popping right out of this thread right now.

For the record - I have used juststrings 4 times...the orders have always come promptly, and I've had no issues with any service received. On the other hand, even if they technically did not "owe" this customer any "satisfaction" - the fact that he took the time to actually visit the premises probably warranted at least respectful treatment if nothing else. It sounds like he might have received very disrespectful treatment. That's always uncalled for - no matter what the situation.

Jay

 

[wideload]

I have made mistakes before, and I have been grateful when the other party has helped with resolving the problem. However, I would never EXPECT a vendor to absolve me of my mistake. I would just move on and hopefully not make the same mistake again. Accept resonsibility for your mistake and leave it at that. Order from someone else next time. If this is an ongoing problem with this company, they won't last long.

 

[elgranluis]

call most string makers and tell them you didnt like their strings. They'll most likely ship a set for free or give you some sort of freebie. It's been discussed to death here and elsewhere.

Hell, I had musiciand friend give me a refund for next day shipping. Someone actually received the stuff (front desk?). I called them and explained that, though the stuff had been delivered somewhere, I didnt have acces to it by the time I expected. Their response? "sure, we can do that!" I'm talking about MF here!

Just for the record, I've bought webstrings. Their flats are low tension an pretty nice for the money.

If we were talking about a 2K bass, then I'd understand the company being strict about their return policy. But don't cheap out on your costumers like this!