Just Strings

Ordered 6 individual strings to get custom gauges for my guitar, which I have done before and been happy with. This time, they sent me the EAD and b strings but not the g or the e. I wrote them about that and they told me they were backordered and would be sent when they came in, and they wouldn't charge me any shipping for those two strings. Like that was good customer service. But it's COVID, so, what are you going to do?nnI waited almost a month and wrote them back when I still had not received anything and got an 'excited' message back that they were getting a shipment in a matter of days and they would send them out to me first thing when they arrived. I waited another couple of weeks and followed up with an email asking for my my account with them to be expunged from their system since they had sent me 4 strings I cannot possibly add to my guitar and have them sound good with 2 old strings making up the full set, but instead they told me that they never got the strings they said weeks ago were coming and instead of letting me know, they forgot about me and I could easily go on their site and order two strings from a different manufacturer and I could get them that way.nnIf they had told me before the first shipment that they could only send 4 random strings out of the 6 a guitar needs, I would have told them not to, but they were desperate, I guess, to get the $4-5 for the 4 strings rather than give me good customer service. They refuse to take back the 4 they sent me and advise me to have a hodge podge of different companies' strings on my guitar since THEY screwed up.nnI wanted to support a smaller operation and not go through Amazon, however, since they couldn't be grownups and reach out to me, they would only reply after weeks and weeks of not hearing from them, and could not do the right thing, so I ordered from amazon. Now my strings will be here in two days.nnDO NOT use them. Sweetwater or Amazon, unfortunately are the best alternative, but both have stellar customer care, unlike Just Strings.

I have been ordering various sets of strings for my varied guitars for years now and they have never let me down! I also love that I can make hybrid sets with the singles they offer!

I bought guitar strings from Just strings.com under a 30-day return policy. As it turns out, I sold my instrument and got a new one that required different strings. This new guitar arrived more than 30 days beyond the dealer’s policy-stated return-time.nnSo I had purposeless strings that I needed to exchange. They were brand new–never even opened. I wanted to trade for a higher-priced set (that would mean more money on top of the original sale for the online provider).nnMistake #1 – Disappointing ResponsenI was met with a rigid return policy enforcement. I was stuck with a product I couldn’t use. What did this business gain by being “firm on policy”? I was told to contact the string maker for a resolution.nnIn this case, D’Addario became the hero, and JustStrings was the villain. The folks at D’Addario also expressed frustration with the dealer’s inflexibility.nnCustomer Service Take-Away #1nApply policies with an eye on retaining customers. Bend the rules when appropriate, especially for good (returning) customers.nnMistake #2 – Social Media BlundernAfter my post on the dealer’s Facebook page (remember, it’s a public forum), they defended their stance (showing that the customer is “wrong”):n“We consider a 30 day return policy very reasonable. Other retailers of strings have very similar policies. If we bend the rules for one then the policy would be invalidated and you were directed to D’Addario because they are much more able to deal with these issues. We also don’t make a secret of this policy …”nnCustomer Service Take-Away #2nAlways show that you are your own customers’ advocate. Do this especially when the public is “looking.” Use social media as a marketing tool to show your audience that you’re “on their side.” A better answer would have been:n“Fair point. Even though our policy is clear, as a courtesy, we will review your case and get in touch with you.” (Then, they can conduct the return and ask that it not be publicized—something that is reasonable for a happy customer who now is a fan).nnDon’t Lose the LessonnAt my own company, we have “policies” too, but they’re only enforced when dealing with difficult customers. Pettiness like that only encourages customers to find another provider.nnLife’s Little Instruction Book offers a great bit of advice: “When you lose, don’t lose the lesson.” JustStrings lost a customer. The real lesson here is this: Flexibility, and situation-appropriate customer treatment goes a long way in keeping customers and turning them into fans.

Just keep coming back. Wish they had stickers for my guitar case. I'd advertise for these fellow pick'n pluckers!

They do provide good service and yes, they can improve their web page due to its not too friendly a little bit rustic