7 Customer Reviews
Review from Michael B
5 stars09/11/2024
They have the best tools. Its a great resource to have. Im a guitar luthier just starting out and the fact I can get free shipping by just being a member really helps me get the right parts I need no matter how small my order. I understand that some parts and tools may be expensive but it is better than not having an option. Im really happy with Stewmac.Review from Steve M
1 star05/10/2023
Their customer service is terrible. Impossible to reach anyone by phone even if you pay for their "StewMax" subscription service. I was sent items that appeared to be used and their reply was that they "usually don't restock" returned items. Further, they'll email you but they will straight up ignore what you've written. I would put them 1 tier above a company who's customer service department is has no actual people involved, only computers telling you what your options are. I will not be making any future purchases from Stew Mac and would caution would-be-buyers to their terrible customer service and sending out used/damaged items.
Stewart MacDonald Response
05/10/2023
Thanks for the feedback, *****. We are sorry to hear that you were less than satisfied with your purchase and your interaction with our customer support team. I just reviewed the emails that you sent us and I can see that you were very upset about not being able to call directly into our support team. We are more than happy to give you, or any customer, a call back at your convenience. But as stated on our website and voicemail, we ask that you initiate contact through the website first so that we can gather as much information as possible about your inquiry. This allows us to do a better job in helping you given the volume of emails we receive on a daily basis. Once we know what you are contacting us about, we can have the appropriate rep call you back. We understand that this approach may not be ideal for you, and I am more than happy to log that feedback and pass it along to the appropriate parties. But for the majority of our customers, this process works nicely for them based off of the feedback we receive. In this specific instance, I can see that our rep ***** provided some feedback about the machining marks you had on the item you received and he has already sent a replacement order out for you. I can also see that conversation with ***** is ongoing, so please feel free to follow up with him directly if you have any additional questions. Again, thank you for the feedback. We genuinely appreciate it.Review from J. Keith C
1 star01/25/2023
Very predatory! Stewmac charged me for a max membership I did not want and there was no way to get it removed as the phone number listed only gets you connected to an email. Not Good very poor customer relationship.Review from Howard D
1 star02/22/2022
I bought their taper fret gauge and left a review saying that stewmac had the goods but that I didnt care for the high shipping costs. Well the gauge arrived and it turned out to be a flimsy plastic or nylon filled contraption that couldnt have been lower quality. There are no measurement markings or any kind of refinement. A total disappointment. And because of the high shipping cost it simply doesnt pay to return it. Ill do business with anyone else before getting anything from these guys again.Review from Josie E
1 star02/12/2022
StewMac charges insane shipping charges just so you will JOIN THEIR DAMNED program in iordertogetyou back!!! WELL, NOT *** will NEVER buy from or recommend them to anyone. Ihope they FAIL and GO OUT OF BUSINESS!!!Review from Joseph L
3 stars12/31/2021
I think they should get there phone system up. I like talking to an experienced person on the phone not an email specially when ordering so I know I'm getting the right parts. Open up the phone's and your 5 stars all day long.Review from Steve P
1 star12/20/2021
Unfortunately, I must echo ************ comments exactly. I have dealt with StewMac for many years, and their customer service was always good. If you had issues, you could resolve them over the phone. NOW, their phone number isn't even listed. If you do find it, they don't answer the phone, you just get a message telling you to email. I have an issue with one toll from a recent ,order, and resolving via email is going to be a huge ****. One phone call would do it - but......I am also having difficulty accessing my own account. I recently reset my password because I couldn't get in. Now, just a few days later, their system is not accepting my NEW password. So, what now? I gotta reset a password every time I need to access my account? Another thing I would rather address with a phone call. This company sells a LOT of highly specialized tools and materials or the Luthier trade. Many are costly items, but we pay the price because we NEED these items to function. But now, we have almost ZERO service. Very disappointing.
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