4310 Harrison Ave, Cincinnati, OH | Directions 4521139.162090 -84.624212
Neighborhoods: Bridgetown North
As a musician for many decades I have dealt with a lot of music stores in the Cincinnati area and now take all of my instrument setups and repairs to Gordon @ Western Hills Music. Even though I'm located more north-central in the city... it is very much worth the trek for quality. I picked up a bass he setup today and, as usual, the setup was perfect and the instrument was ready when promised. All of the work he has performed on various guitars and basses over the years has been top shelf. Gordon is so easy to get along with too... very personable and knowledgeable. You can't go wrong with this store.
i spoke with Kathy several times on the phone about trading in a guitar she no longer wanted. I suggested she stop by and look at the mandolins we stocked. She spoke with an associate a day or two later about assistance with mandolins . When she arrived she claimed she had an appointment with the owner. We do not make appointments. A sales person spoke with Kathy and offered her information about mandolins. Our mandolin instructor was here and also offered her advice on mandolins. She demanded to speak with the owner claiming to have an appointment. I was called at home, where I was preparing dinner, and Kathy wanted me to drop what I was doing and come to my store. I informed her I was busy at home and I had no knowledge of an appointment. I was neither rude or condescending. No small business owner works long hours to build a business based on customer service and treats a customer as Kathy claims. Kathy claims she spoke with one of the owners. I am the sole owner and I do not speak in a condescending or rude manner period.
I used to think this was the best place to buy or trade on the west side of town. I have spent over $1000 on guitars, sheet music, etc and was ready to take music lessons until I had to deal with one of the owners. I couldn't believe how rude and condescending he was. It is too bad that customer service is so poor at the top. No matter how hard the rest of the staff worked to help me, and they do work hard, his "customer service" has forced me to look somewhere else.
Great customer service! I've been a customer of Western Hills Music for a few years and am always happy with the repairs on my guitars. Expert repair knowledge and truthful recommendations make this my first stop for all my repair needs.
As a former student of the lady spoken about in the last review, I must say that she has always been a caring, patient person & will go out of her way to help you.
Keep up the good work - you guys rock!
Horrid Customer Service Experience – We took in a guitar in last Thursday to be simply restrung and to have one peg replaced. They took our number and an email address and said that they would contact us when it was ready. We figured that this was a relatively quick/easy job and by Monday evening, we were wondering if we had possibly missed their phone call to alert us that it was finished. So, since we were in the area, we stopped in to check on the status of our guitar. A woman was at the counter when we came in to the store. There were no other customers. We simply asked if we had perhaps missed a call from them and if our guitar had in fact been restrung in the almost 5 days that it was at their shop. In response to our innocent inquiry, this lady responded in a manner so rude that it's actually quite difficult to describe. She basically acted like we were an enormous burden on her for our inquiry. I can't seem to put into words how rude this woman was to us. Basically, we wanted to respond to her tirade of rude/snippy comments with a lesson on basic customer service skills, but, alas, we resisted the urge to do so and simply had our guitar returned to us so that we could take it to a more people-friendly establisment. We would like to specify that our beef is not actually with the establishment as a whole ( we are new to the whole 'getting a guitar repaired' game, and it is no problem that it was taking more time than we had anticipated for it to get fixed), we simply feel that this woman, whatever her role is within the company, should attend some basic communication courses, or read a book on how to interact with other members of her own species. She is the reason that we will never return there. That is all.
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