The Stew-Mac experience; not what it used to be.

[TMS]

I ordered on Friday.

Friday? I thought you wrote ''So Saturday I needed something. I ordered it.'''?

Companies are becoming more rigid, sterile, ... etc. Don't expect too much anymore. Things that were possible in the past are likely not possible anymore. And sometims you're lucky with an employee that does a little bit more but they often leave as well and you're stuck with the general employees.

 

[LtDave32]

Friday? I thought you wrote ''So Saturday I needed something. I ordered it.'''?

Companies are becoming more rigid, sterile, ... etc. Don't expect too much anymore. Things that were possible in the past are likely not possible anymore. And sometims you're lucky with an employee that does a little bit more but they often leave as well and you're stuck with the general employees.

My mistake. Friday was the day I ordered and attempted to call.

It's all good though. Other companies are taking good care with that direct, personal service that Stew-Mac no longer offers.

 

[JDZ]

After reading all six pages of this thread, I thought I saw a reference to Stewmac's "new owners." Hadn't heard anything myself, so I searched and found the following (sorry if this is common knowledge in MLP circles):



Founded in 2002 and based in San Francisco, California, Champlain is a private equity fund with significan
"About The Transaction

Stewart-MacDonald’s sole shareholder engaged Amherst to lead a sale process that would maximize value and, at the same time, identify a new owner with the expertise and resources to continue building upon the Company’s legacy. Amherst identified and approached a select group of strategic and financial investors and received multiple indications of interest at competitive valuations. Champlain eventually emerged as the preferred buyer. Stewart-MacDonald represents a new platform investment for Champlain, which plans to leverage the marketing and operational expertise of its principals to expand Stewart-MacDonald’s iconic brands."

"About Champlain Capital Partners

t experience acquiring and building niche businesses in a variety of industries, including branded consumer products. The fund, which typically invests between $15 million and $100 million in each transaction, is led by professionals who share a commitment to working with owners and management teams of small and middle-market companies."

Pretty recent transaction (September of this year). Doesn't seem the new owners have a background in luthierie. Found here:

Amherst Advises on Sale of Stewart-MacDonald | Amherst Partners

Amherst Partners, LLC (“Amherst”) is pleased to announce the sale of Stewart-MacDonald Manufacturing Company, Inc. (“Stewart-MacDonald” or the “Company”) to Champlain Capital Partners II, L.P. (“Champlain”). Amherst acted as the exclusive financial advisor to Stewart-MacDonald in connection with...

amherstpartners.com

That's very interesting and could well explain the drop in customer service, they could easily have lost people following the acquisition.

Looks like a smaller PE firm based on the deal sizes mentioned, no way to know what their culture is like, but more than likely they would want to know if long time StewMac customers are unhappy.

Seems would be worth dropping them a note directly rather than writing off SM.

 

[JDZ]

StewMac has always been love hate for me. Some of their products are great and well worth the premium and other stuff is simply overpriced, bordering on junk or simply rebranded for a premium you don't need to pay if you dig around a little.

I look to Philadelhia Luthier Tools first, really like the few Hosco tools I have, but there are some things StewMac has that aren't available elsewhere. I work on enough guitars that I'm always looking for faster and easier ways to get things done.

Having the right tools can make a huge difference in terms of ease and speed. Also learned many moons ago its better to buy good tools once than to jerk around with and then replace crappy ones. I've found the Hosco tools to be pro quality, but at a fraction of the price of SM. Hosco also has some tools that SM don't have that are fantastic, like their Feather Edge File.

 

[CB91710]

They were great in the 80s and 90s.
You could buy all kinds of finished and unfinished necks, including full neck-through models with "boat paddle" headstocks... all fretted and ready for fine tuning.
I had the idea of building a Ric-inspired doubleneck using their neck-through blanks.
They had some very nice replacement Strat, Tele, and P/J Bass bodies, both unfinished and a small selection of finished. I used their body for my 2TSB partscaster that I ultimately sold to my boss a few years ago. That was my "#2" behind my G&L for many years.

 

[VictorB]

They never fail to disappoint.

 

[LtDave32]

They never fail to disappoint.

View attachment 583344

what did you order, Vic?

 

[VictorB]

what did you order, Vic?

I need to slightly widen a nut slot for the G string on my Goldtop, so I was going to order a roll of Mitchell Abrasive Cord.

I ended up ordering it on Amazon, for $10.99, free shipping, and it will be here on Tuesday.

F Stewmac. Their shipping prices are ridiculous and it takes forever.

 

[LtDave32]

I need to slightly widen a nut slot for the G string on my Goldtop, so I was going to order a roll of Mitchell Abrasive Cord.

I ended up ordering it on Amazon, for $10.99, free shipping, and it will be here on Tuesday.

F Stewmac. Their shipping prices are ridiculous and it takes forever.

Next tme, just ask me. I have a few rolls of that shit. Drop a length of it in an envelope, send it to Harrisburg.

Shipping: 35 cents.

 

[pshupe]

I need to slightly widen a nut slot for the G string on my Goldtop, so I was going to order a roll of Mitchell Abrasive Cord.

I ended up ordering it on Amazon, for $10.99, free shipping, and it will be here on Tuesday.

F Stewmac. Their shipping prices are ridiculous and it takes forever.

Stew Mac has always had a high price for shipping, at least for the last 10 yrs or so. It used to be fine because I counted on good customer service and large stockpile of tools / supplies. I usually have a running list and then when I need something I add all of the other things from the list. The expedited shipping is good and Stew Max is also worth it, if you buy a certain amount. It is what it is, unfortunately most other places are going that way as well. They don't make / sell it like they used to; says the old guy, like me! ;-)

Cheers Peter.

 

[VictorB]

Stew Mac has always had a high price for shipping, at least for the last 10 yrs or so. It used to be fine because I counted on good customer service and large stockpile of tools / supplies. I usually have a running list and then when I need something I add all of the other things from the list. The expedited shipping is good and Stew Max is also worth it, if you buy a certain amount. It is what it is, unfortunately most other places are going that way as well. They don't make / sell it like they used to; says the old guy, like me! ;-)

Cheers Peter.

Yes, for someone like me, it's definitely not worth it to buy from them. I learned my lesson awhile ago when I bought a Fender style truss rod adjustment tool from them, it was expensive with the shipping, but the 2 week delivery time was too much.

 

[CB91710]

They really, really, really want you to:
A - Join the SM Fanboi Club and pay your shipping in one easy "membership"
B - Order all of your shit at once so their warehouse robots can go park and recharge.

 

[LtDave32]

My biggest gripe is the complete dismantling of customer service.

They could justify the high prices when that was in place and working.

That sadly, is no more.

First we get the virus excuse, while everybody else is up and running.

Now we are to understand they have been bought out , and there is a new "hands free" system that fills the orders so they don't have to pay people to be there. Farm it out to some "work from home" youngster.

The "new normal"? The way things are now? And I should accept that? -Bullshit.

Hell no I won't . There is absolutely zero incentive now to business with them.

So LMI and others get my business, unless I have no other choice.

That's a fact

 

[decoy205]

I hate places that have blanket shipping costs. This day an age where most shipping is free that shit should be at least relative to the item. You can mail a screw for the price of a stamp. I’m not a builder but that definitely stops me from ordering from some places. I agree that they should have a set up where they can cancel and change orders, especially if it’s changed right after it’s put through.

 

[Subterfuge]

My biggest gripe is the complete dismantling of customer service.

They could justify the high prices when that was in place and working.

That sadly, is no more.

First we get the virus excuse, while everybody else is up and running.

Now we are to understand they have been bought out , and there is a new "hands free" system that fills the orders so they don't have to pay people to be there. Farm it out to some "work from home" youngster.

The "new normal"? The way things are now? And I should accept that? -Bullshit.

Hell no I won't . There is absolutely zero incentive now to business with them.

So LMI and others get my business, unless I have no other choice.

That's a fac

the new normal is maximize profit above EVERYTHING and screw the customer in the process, I've said it before, the elimination of a human to answer the phone and aid in questions, ordering etc. is a slap in the face .. if everyone blindly accepts B.S like this where does it end? the only power anyone really has is purchasing power .. I don't agree with the BS so I help their competitors now with my hard-earned $$$$$

 

[decoy205]

Not every place is automated like that. I ordered some steaks for my mom on the Sunday night right before Xmas. I realized I sent it to the address she wouldn’t be at right after I made the order. Emailed them at 11:30 that night With the correct address to ask if it’s possible to switch it. They not only answered that night but they fixed my order and sent me confirmation right after with the new details. It can be done. The place just has to value service.

Now shipping batteries is a whole different thing. We all know those aren’t included.

 

[VictorB]

Ordered Monday, arrived today, nut slot widened, all is well.

The cord would still be in the “picking” stage if I ordered from StewMac.

 

[fatdaddypreacher]

all of this is such a shame to hear. I am only a hobby builder, and average one build a year, so i found stew mac to be my go to place simply because they had such a wide and deep selection, coupled with very good...to excellant service. Mind you, my experience with them started a little over 10 years ago. I watched their inventory grow over the years, and i didn't mind paying more, because they had virtually everything i needed. now that that obviously is changed, which source would be the recommended choice for a one stop shop....if indeed there is one out there? thx

 

[Roxy13]

I think it depends on what you need. If you need tools, StewMac still seems to have the most, although some things you can find cheaper elsewhere. And some things like those gauged saws, only they carry. Those saws have been a godsend on speeding up nut making.

Philadelphia Luthier has a lot of stuff and reasonable shipping.

LMI has some tools and other supplies like fretboards.

 

[LtDave32]

I think it depends on what you need. If you need tools, StewMac still seems to have the most, although some things you can find cheaper elsewhere. And some things like those gauged saws, only they carry. Those saws have been a godsend on speeding up nut making.

Philadelphia Luthier has a lot of stuff and reasonable shipping.

LMI has some tools and other supplies like fretboards.

Those gauged saws are the only thing that will cut slots in a 6/6 nylon nut. I just wish they offered a whole 6-piece set.