Dawsons Music

website difficult, resulting phone call good, product on arrival incorrect!

I wanted to order a music stand and violin rosin for my grand-daughter in Wilts, and a cello 'black hole' and 2 cello rosins for myself. Website wouldn't let me order two items, i could put one item in the basket but as soon as I tried to put in two items, I lost the first. in extreme frustration I rang customer service; an exlcellent young man processed my orders by phone . My goods arrived promptly but it was the wrong rosin, it was the rosin costing £2.49 in a tin even though I had paid for rosin in a box (tins hard to open) costing £3.10. I rang, extremely annoyed, and the issue was looked into by another very pleasant young man who rang me back. Apparently the coding on the rosin is incorrect; i was told I can keep the two rosins in tins sent to me (plus presumably the equally incorrect rosin sent to my grand-daughter) and they will send new ones in boxes. I am still waiting!

16 February 2013

Reply from Dawsons Music

Hi Anne,

Thank you for your feedback and sorry to hear about the difficulties you have experienced. I have passed your comments about the website onto our technical team as this is not a complaint we have received before.

In terms of the rosin, I will look into why the replacements have not been sent and call you Monday with an update.

I am very sorry that you have been inconvenienced in this way as this is not our usual level of service.

Kindest Regards,

Paul O’Toole
Dawsons Customer Relations Manager
Kindest Regards,