Carl W - Guitar Sound

Hi Guys, I just wanted to say i really appreciate the understanding on this from a lot of you. I've worked really hard to get that shop up and running and as we've decided to compete with internet pricing and happily price-match it is a bit of a labour of love but as i'm a gear head i love it! I personally work in the shop 5 days a week but wanted to keep the shop open 7 days a week so inevitably i have to rely on staff to represent me when i'm not there. The member of staff in question got it wrong on this occasion and that has been addressed but i've also had many glowing reports back from other customers that he's super helpful and really couldn't have done more. He's not the most confident lad and probably a wee bit of shyness could easily be misinterpreted as rudeness but we're working on it with him. Do i believe he called it wrong with Phil on that particular day, yes which is why i'm on here personally apologising. I completely understand Phil not wanting to purchase through us as a result of a bad experience, i might have reacted the same, but from the other side of the fence it does show how tough it is to keep all customers happy in retail. I used to work for two other very large online guitar retailers, one of which Phil has mentioned and i know personally they don't always get it right either but i suppose if you are only using the online side you don't have human contact and this limits the chance of misunderstandings. Completely understand Phil, hope you get the bits you need and good luck with all the gigging. Carl

Hi Phil, A friend just sent me this discussion link and as the owner of Guitar Sound I wanted a chance to reply. Firstly I'm sorry we got it wrong on this occasion, you're absolutely right we want to give every customer who walks in justification as to why they've shopped locally and clearly that didn't happen. We do stock a range of Whirlwind cables, I can see the 18ft braided black/silver cable you mentioned on the wall at the moment so it's a shame the staff didn't point it out to you. I have to say though we do usually get it right and the shop has been such a success I'm about to open another. Online selling is fantastically convenient and we all take advantage of it but bricks and mortar retail still comes in to its own for a more tactile sale like a guitar. The success of the shop shows how many customers have chosen the shop as a preferred means of purchasing a guitar so I think there's a future for guitar shops yet. Clearly we got it wrong with you for the minute or so we saw you on that particular day, and that can happen, but I do promise we also get it right most of the time and we'd always love another chance to prove it. Carl