Dawkes Music Anmeldelser 19

[RESOLVED. Dawkes has apologised and kindly refunded in full (including postage), so my trust is fully restored. Thank you!]

I'd be loathe to use this company again, for three reasons.

(1) WRONG ITEM. I purchased four cornet waterkey screws online after providing a photo and dimensions (M2, 11mm long). The screws they sent didn't fit and they say it's because I gave them the wrong dimensions. However, I think they may have measured their screws incorrectly as the outer thread diameter for the screws they sent looks more like M1.6-M1.8 against my ruler (I tried two different rulers, and don't usually have problems with measurements) - see photo [CAN'T ATTACH HERE: SEE GOOGLE OR FEEFO]. There are no dimensions given on their website. I asked how they'd measured the screws, e.g. using a micrometer, and they didn't reply. I was initially wary about buying online, but then did so as they'd sounded confident about the sizing. I should have stuck with my original instinct.

(2) POSTAGE. They said they'd happily refund the product, but not the postage. However, based on the above, I asked if they would consider refunding at least their outward postage as a goodwill gesture if I cover the return postage. (After all, I still think they've sent the wrong size, they haven't provided any evidence to the contrary, and it was they who chose the outward postage method and package size, both of which seemed rather over-the-top for four tiny screws.) They said no. Given that two lots of postage cost about the same as the screws themselves, and there'd be the effort of repackaging and reposting, I'm now writing this off as a lesson learnt.

(3) COMMUNICATIONS. Their initial online contact form failed to include the photos I attached, so I had to send them separately. Worse, their e-mail replies since have taken such a long time, usually 3-5 days for a response and, even then, mostly only after I've chased them up. This has been very wearing and made it difficult to sort anything out. Therefore, at this point, rather than chase yet again, I've decided it's time simply to leave some reviews and move on.

In summary, despite the staff sounding friendly and helpful, it has, in reality, been a far from easy or positive experience, and I am dissatisfied with the outcome.

I love Dawkes and all their lovely staff. I have tried and bought Saxophones from them, had repairs done, bought mouthpieces on trial by post and had corks replaced on necks. Every time I have been their it's been a pleasant experience and I love to go and see the repair team many who have been there for years.

Twice now I have made purchases from Dawke's Music. Once for a sax part, the second for shellac sticks for sax pads. On both occasions the response time from Dawke's was very fast and the delivery by Royal was also very fast, a little expensive. I would not hesitate to make further purchases from Dawke's.

Chris and John gave patient time, thoughtful advice and much help to my friend in choosing a clarinet and to me in trying out various mouthpieces. There was no pressure to buy. Great service. We actually had a wonderful time. Thank you!

I sent an enquiry via E Mail, asking for an explanation regarding the price of a saxophone I was interested in buying.
Dawkes price was approx £350 more expensive than Fair deal music.
Dawkes never replied to my enquiry so therefore I will take my business elsewhere.
If you can't be bothered to answer a customer enquiry that raises a red flag for me

Having been a musician for a long time Dawkes was my go to store. About 4 years ago I took my sax in for an overhaul and full service. I had to leave it with them for about 2 weeks for it to be completed but unfortunately on its return to me it was almost completely unplayable. This was probably due to the setup not being done properly. I also had one other problem in that what I wanted to be done on top of the service (a complete new set of pads) was almost refused to me as unnecessary. This was not what I wanted, I was paying for it and to be told by the store this wasn’t very good. So after discussions with the owner of the company he agreed to take it back and get the work done as I had originally asked and with a proper setup too. Another 2 weeks and my sax was returned and it was definitely playable. So after a rocky start it all came together.

The next part of this story concerns a practice sax I bought from them. I had this instrument (which was incidentally a lot cheaper) for nearly a year so it was still under its manufacturers warranty. I had to return it to shop at least 4 times so after all the trouble I had with it (the store had a full history of the issues) I requested to return it and get a refund which the owner agreed to do.

Moving forward a few years (about 4) I rang up the store and I wanted to get my sax looked at. I had a very strange conversation with the owner who advised me to go elsewhere for this work to be done. Strange request I thought but I really didn’t understand why he didn’t want to do the work.

Now we come to today. I had booked my sax in for a minor repair and I dropped it in to the workshop. I was told it wouldn’t take long so I could wait. I wanted to also try out some new mouthpieces while I was there so I approached a man behind a counter and had a chat about what I wanted. He agreed to look into it after I got my sax back. About 10 - 15 minutes later my sax was returned so I went to look for the man who was arranging the test. On finding him, he introduced himself to me as the owner. He told me in no uncertain terms that I was not welcome in his store and I would not able allowed to pay for the minor repair..

So, the end result is that I have been banned from the store through no fault of my own. He has lost a customer who was willing to spend money with him and he has lost not only the money from the minor repair abut any future sales which I was planning. I have lost all trust in the shop (and the owner) and because of these issues, I would find it very hard to recommend Dawkes to anyone..

Extremely poor online communication and service.
I purchased a clarinet ligature from this company via ebay, realised that I had bought the wrong one for my instrument and cancelled it straightaway with a message to the seller explaining the mix up. No response. I sent a further two messages. No reply. The following day I received an email stating that it had been despatched and the cancellation refused! I immediately phoned Ebay who were not impressed by the conduct of the seller and advised me to return the item once received at no cost to myself. I then telephoned Dawkes directly and was told that the order had been cancelled and a refund issued. Four hours later I got another email confirming postage and the tracking number!!
I will not be buying from this business again.
*NB. Refund eventually received.

Ordered a reed on the 5th December and opted for next day delivery, it's now the 13th and it's still not arrived, royal mail are absolutely useless, Dawkes have refunded my postage and offered to send out another reed, keeping my fingers crossed royal mail can deliver this one.

We bought a Fox 250D basson which developed small bedding-in and cosmeticbut issues. Dawkes arranged repairs without any quibble with very prompt collection and returns without charge. The staff maintained telephone contact at each stage to keep us informed of progress with wonderful customer service. So refreshing in this modern and usually uncaring world.

Left my Old Boosey and Hawke tenor horn in their care for repairs to serious dents and service. Also slide realignment needed following an accident. Estimate was reasonable. Work was carried out on time. Quality of this 65 yr old horn now is very good. Thank you for a very professional, Quality repair and service. Communication was excellent and Horn was posted well packaged.Excellent company

Ideal purchase. Website (a little outdated) was easy to navigate and find what I wanted. The order was shipped quickly and everything arrived as expected.

Superb customer service. Recommended by Yamaha, I phoned in and spoke to Matt. his attention to detail, politeness and all round customer service was excellent. can't recommend highly enough. Thank you.

I ordered an instrument online, the price was better than the rest by £200-£500.
I phoned up about delivery and the person was very knowledgeable, helpful and pleasant. The instrument arrived the next day. Super service.

I could detail the many reasons I have for singing Dawkes' praises. I won't, because the following should be enough to form an opinion.
I have just received my flugelhorn and trumpet back after service. Someone took it upon themselves to replace the broken zip tag on the protek case. No request was given, nothing mentioned in any telephone conversation or email. NOTHING mentioned on the invoice. Now, imagine the attitude towards your instrument repair.
I won't be going anywhere else anytime soon. Thanks!

I bought a Buffet E12FL in March 2021. It didn't play any low notes or above the break. In fact it didn't play any notes that used the right hand at all. I took it to Dawkes to get it looked at and they said it was the link that joins the two halves together. So they sorted that and I arranged for them to extend the pinky keys on the left hand as I have a part of my finger missing and the keys were a little bit of a stretch. I still had the same problem but not as severe. I can sometimes manage to get it to play notes using the right hand. But only sometimes. I then had an issue where the bell suddenly wouldn't fit on. So I took it back and this time they shaved it for free under warranty. It is almost March 2022 and I still can't play it because from the B natural key down don't want to sound. If I take it back then I'm throwing more money at a very expensive but utterly rubbish buy. I should have bought from somewhere else. I have other instruments cheaper than it that I bought elsewhere and they play perfectly.

Currently renting a saxophone from them. Came very quick, was packaged well is excellent quality. Already looking at renting a second instrument with them.

Slight damage (nick) on side of Synthetic Tenor reed, disappointed and will not use them again.

A complete waste of my time.
Due to illness i have to sell my trevor james tenor saxophone and had heard good things about dawes so called them up,the lady on the phone was very nice and said they would almost certainly buy my sax as it was the quality they looked for.
So 10 mins later I had an appointment with them for the following Saturday .
A 40 minute drive that Saturday took me to Maidenhead and dawes musicale a 15 minute wait the lady on reception called me over and started to examine my sax ( quite roughly l then a bearded guy cleaning a flute said we are not interested in trevor james instruments we don't stock them but I can send it to our workshop for you.( my sax is emaculate and works perfectly)
So 70 minutes and a gallon of fuel later I am back to square 1, a little poorer and way more stressed.
In summery
Heck you don't need a summery

Great staff, even during lockdown they are helpful and want to be of service.
Always informative of the state of repairs.
Always ready with suggestions when buying but not pushy, they let you decide.