Review Time
Ive never 1 star-ed a company twice on 1 order. but this takes the cake.I ordered my Piano from Woodbrass 10 weeks ago. It looks like a beautiful machine, but i have yet to see it. They first shipped the wrong order to me. It took me 5 weeks! To get in contact. another 3 weeks to get them to pick it up. all that time these huge boxes took up space in my house..They refused to exchange the wrongly delivered piano with the piano i ordered. I first had to return their wrongly delivered goods.. After they confirmed they received it, they asked me if i want a refund or the piano.. Against my better judgement i said I still want the piano, because its gorgeous! that was 2 weeks ago. Now i'm left with nothing and they still have my money.
No communication since. The last 1 star review was the only way to get them to respond. I hope this one has the same result and that i'll one day, get the piano i ordered.
After 2 weeks I am still waiting for my package. If you need the customer support they will not help you. They did ask me to fill in a form a week ago but i am still waiting for my order. If you need something fast or want do order anything other then a couple of cables. DO NOT and I repeat DO NOT ORDER FROM WOODBRASS PS they were quick to respond on trustpilot, if only they were regarding my package
Ive never 1 star-ed a company twice on 1 order. but this takes the cake.I ordered my Piano from Woodbrass 10 weeks ago. It looks like a beautiful machine, but i have yet to see it. They first shipped the wrong order to me. It took me 5 weeks! To get in contact. another 3 weeks to get them to pick it up. all that time these huge boxes took up space in my house..They refused to exchange the wrongly delivered piano with the piano i ordered. I first had to return their wrongly delivered goods.. After they confirmed they received it, they asked me if i want a refund or the piano.. Against my better judgement i said I still want the piano, because its gorgeous! that was 2 weeks ago. Now i'm left with nothing and they still have my money.No communication since. The last 1 star review was the only way to get them to respond. I hope this one has the same result and that i'll one day, get the piano i ordered.
This company is a scam. They sell broken goods to consumers and then blatantly ignore all complaints and refund requests. (Even when the website says “we respond in 72 hours”) I have been waiting for a response from customer support since the 11th of December, about a broken Shure microphone which they sold to me. Their response on Trustpilot has been faster than anything I’ve received from customer service… go figure
I ordered a guitar from Woodbrass and the item was shipped quickly. Unfortunately, the parcel has now been blocked with their carrier (Chronopost/DPD) for about three weeks and has still not been delivered.As the sender and contracting party of the carrier, Woodbrass is responsible for initiating carrier fault claims and resolving delivery failures. I tried to contact them multiple times by phone and through their ticket system to request intervention. I could not reach anyone by phone, and my support ticket has received no response.Because of this lack of support, a simple delivery failure has turned into a weeks-long unresolved issue. At this point I cannot recommend ordering from Woodbrass if you expect reliable after-sales support when something goes wrong.Edit (after Woodbrass reply):Yes, the item was finally delivered, but only after weeks of chasing the carrier MYSELF and escalating the case externally.Woodbrass did not respond to my calls or to the support ticket I opened on their website while the parcel was clearly blocked. This situation dragged on because I received no support from you as the sender and contracting party of the carrier.The fact that your first reaction was to reply to this public review, instead of answering my existing support ticket, says everything about how after-sales issues are actually handled.
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