Dawkes Music Reviews

Thank you for letting us know, and I’m sorry the clarinet still isn’t right. A new instrument should be a pleasure to put together and play, and having already sent it back once, you should have received it fully sorted the second time. That clearly didn’t happen, and I understand how frustrating that must be. We’d like to put this right properly. I’ll make sure one of our senior technicians looks at the instrument, checks the setup and the joints so it assembles smoothly, and fully playtests it before it comes back to you. If you’d rather discuss an exchange or other options, we’re happy to talk that through too. I’ll also be reviewing what happened with the first repair, so we understand why it wasn’t resolved the first time. I’ll be in touch with you directly to arrange whatever is most convenient for you. Kind regards, Chantal Workshop Manager

Thank you for taking the time to share this, and I'm sorry that your departure didn't feel as welcoming or professional as it should have. When you leave, our team should be ready, attentive and focused on you, and it should never feel as though conversations nearby were taking priority. I will share your feedback with the whole team, and we will be reinforcing our standards for greeting customers and giving them our full attention until they have left the building. Comments like yours help us get this right. If you'd like to speak with me directly, please get in touch with us and ask for Rich. Thank you again for your honesty, and I hope we have the opportunity to welcome you back and do better. Rich Medhurst, Dawkes Music & Windcraft