Double Bass String Emporium

[BlueDog61]

I have purchased double bass strings from String Emporium for years, and was happy with them. I recently purchased some new strings online. Just after I had placed my order for these strings, I had called them to ask a question. They did not answer, but then they called me right back. I had not even left a voicemail.
In a few days, the strings were delivered to me, but were in a damaged condition. But now, not only does String Emporium not answer the phone, they do not respond to my voicemails or emails. What has happened to them? It seems like they were very happy to take my payment, but now that have been delivered a damaged product, they don't want to take responsibility for it. Not very good business I would say.

 

[jlmorgan84]

I've had trouble getting someone to answer the phone/email at the String Emporium before. But once I did get ahold of them they were very accommodating, including sending me a replacement for a student level bass I bought from them that developed a problem.

Give it a few days and I bet they will take care of you. These aren't normal times and a little patience goes a long way.

 

[Fretless55]

I think you’re way too quick with your public condemnation.

 

[misterbadger]

Strings in a "damaged condition"? Could you elaborate?

 

[BlueDog61]

They were slightly bent ( or had a kink), and not at the ends, located where the fingerboard

would be and also in the bowing area. It looks like the coil of strings in the package sleeve were placed on an uneven surface and then a very heavy weight was placed on them causing the bend ( perhaps a mail truck ran over them?). You can see an indentation in the paper sleeves. They might be OK but I’ve never had brand new strings with this situation. I just worry that there might’ve been some structural damage to the strings. And don’t wanna take the risk that they might break one day. For $160 for three strings, I want them to be in perfect condition. Are you affiliated with string emporium?

 

[robobass]

It looks OK to me.

 

[BlueDog61]

It looks OK to me.

Look carefully at the 12:00 position of the coil of string that I’m holding. There is a slight elbow bend. It should be a smooth curve.

 

[BlueDog61]

I think you’re way too quick with your public condemnation.

Really? Why is that?

 

[SAlcott]

I've looked at the enlarged photo and am unable to see anything that looks to be a problem.

 

[misterbadger]

Do you have a lot of experience with DB strings? This looks absolutely typical and it's difficult to imagine that this will ever become a problem.

 

[bherman]

I’ve never had anything but positive dealings with them. They seem to me, based on my experience, to fully stand behind their products. Suggest you give them a few more days to respond before condemning them. Based on my past experience, I’d have no concern about doing business with them in the future. String emporium and Golihur music are my go-to companies when I need double bass supplies.

 

[BlueDog61]

Do you have a lot of experience with DB strings? This looks absolutely typical and it's difficult to imagine that this will ever become a problem.

I don’t know where you buy your strings. But I have 42 years of experience buying quality bass strings, and I have never seen this on brand new bass strings.

 

[misterbadger]

I defer to your superior experience. I usually buy from Gollihur.

 

[BlueDog61]

I've looked at the enlarged photo and am unable to see anything that looks to be a problem.

Well, I disagree. The strings May be OK. But all I’m saying is that with the elbow bend in the string, there could be some internal damage. I don’t know with 100% certainty that this will cause a problem and, respectfully, neither do you. But for $160 for three brand new strings with the same problem, I don’t want to take the risk of having them break. I’ve never seen this on any strings in 42 years.

 

[210superair]

Looks fine to me as well, unless the photo isn't capturing what you want it to. Regardless, assuming there is a problem, it could have happened during shipping, could be they didn't see it because honestly, I doubt they open every string envelope before shipping. And x2 on the give them a chance to respond comment. It's strange and trying times right now. Many places are running with an employee shortage and doing the best they can to keep their heads above water. Ripping them online doesn't help anyone.

I definitely agree that you're jumping the gun with an online condemnation by the factors you describe. Patience is a virtue, especially right now. I'm sure they'll deal with you asap. I've never had nor heard of an issue with them...

 

[BlueDog61]

I defer to your superior experience. I usually buy from Gollihur.

I will buy strings from Gollihur in the future as well.

 

[Ed Fuqua]

Really? Why is that?

Because, as the previous poster indicated, these are not normal times. So expecting "business as usual" is denying the reality of reduced workforce, either through safety concerns, health issues, or the undeniable reality of reduced revenue streams because of reduced demand. Then there's the ripple effect of customer service issues caused by delivery slowdowns, either politically motivated like the USPS or because of increased demand like UPS and FedEx.

If I might inquire, are there any other social media sites you've just joined in order to publicly complain about your customer service issue?

 

[BlueDog61]

Looks fine to me as well, unless the photo isn't capturing what you want it to. Regardless, assuming there is a problem, it could have happened during shipping, could be they didn't see it because honestly, I doubt they open every string envelope before shipping. And x2 on the give them a chance to respond comment. It's strange and trying times right now. Many places are running with an employee shortage and doing the best they can to keep their heads above water. Ripping them online doesn't help anyone.

I definitely agree that you're jumping the gun with an online condemnation by the factors you describe. Patience is a virtue, especially right now. I'm sure they'll deal with you asap. I've never had nor heard of an issue with them...

Oh, I think it happened during shipping as well. And by the way, you don’t have to give me a lecture on patience. String emporium has had plenty of time to respond. I think they are just ignoring me. I know we have a dire situation with a lot of businesses due to the Covid environment and I am sympathetic to those businesses believe me. But not in this case. I doubt they will ever get back with me.

 

[Don Hergert]

Well, I disagree. The strings May be OK. But all I’m saying is that with the elbow bend in the string, there could be some internal damage. I don’t know with 100% certainty that this will cause a problem and, respectfully, neither do you. But for $160 for three brand new strings with the same problem, I don’t want to take the risk of having them break. I’ve never seen this on any strings in 42 years.

Unless you disassemble any strings that you buy and examine them under a magnifier, you will never know in advance with 100% certainty that the string will not have a problem. This goes for handmade double bass strings as well as any other instrument strings. The fact is, when you get any string under tension, it can break, possibly due to sharp edges somewhere on the instrument, but also possibly due to manufacturing or even shipping problems.

Your best bet is to try the strings. If they fail where you believe you can see a problem, then worry about contacting the seller. You've documented it here in advance of installing the strings, and can refer the issue to the seller here if you feel you need to.

 

[BlueDog61]

Because, as the previous poster indicated, these are not normal times. So expecting "business as usual" is denying the reality of reduced workforce, either through safety concerns, health issues, or the undeniable reality of reduced revenue streams because of reduced demand. Then there's the ripple effect of customer service issues caused by delivery slowdowns, either politically motivated like the USPS or because of increased demand like UPS and FedEx.

If I might inquire, are there any other social media sites you've just joined in order to publicly complain about your customer service issue?

Because, as the previous poster indicated, these are not normal times. So expecting "business as usual" is denying the reality of reduced workforce, either through safety concerns, health issues, or the undeniable reality of reduced revenue streams because of reduced demand. Then there's the ripple effect of customer service issues caused by delivery slowdowns, either politically motivated like the USPS or because of increased demand like UPS and FedEx.

If I might inquire, are there any other social media sites you've just joined in order to publicly complain about your customer service issue?

Oh for Goodness sake...No, I don’t make a habit of joining social media sites just to go around complaining. I just have a problem with the strings that were probably caused by shipping. In this day of cell phones, email and messaging, string emporium has given me all indications that they don’t want to deal with this. I don’t make a habit of complaining about things. I’ll leave that to you since you seem to have nothing better to do than to blast me because I’m complaining about a customer service issue. And I’m well aware of the Covid situation and how it affects businesses. But I don’t think that’s what’s causing string emporium not to take the responsible action and get back in touch with me.