TL;DR — Overall it took 3 months, 43 emails, 1 phone call to receive a pre-built boutique guitar from a showroom on my continent from Emerald Guitars. The guitar is nice but the service was terrible. Would definitely not choose again.
Hi all, I had come to this subreddit to do research in the past and before making this purchase, so I'm hoping to share a pretty terrible customer service experience with Emerald Guitars out of Ireland in hopes of saving others from a similar situation.
Emerald Guitars is a boutique carbon fiber guitar shop out of Ireland. I purchased one of their flagship line, Virtuo on June 19 from the available stock in the US store as a birthday gift to myself and selected 3 to 5 day shipping. After hearing nothing beyond an order confirmation for 5 days, I reached out.
I was told the US shop was on vacation and would ship upon their return. No big deal, I have other guitars to play in the meantime. It eventually shipped June 29, 10 days after my order and twice as long as the expected delivery window.
Once I received the guitar, the fit and finish are great, the guitar plays wonderfully. I spend most of my time unplugged but when I go to plug it in after a month, the 9V is dead after being unplugged all but maybe an hour over the first week I had it. I contact Emerald, they tell me to try a new battery, my first may have been a dud. I do that and after 3 days another 9V is dead. I email and let them know the issue repeated.
I'm told that the output jack is faulty, their US shop is closed for the week and they'll get back to me the week after. I wait until Tuesday to ask for an update and hear back Wednesday they're just reaching out to the workshop team. They ask if I'd be comfortable repairing it myself with some soldering on a video call. I tell them I'd rather have my guitar working from the manufacturer.
I wait another 5 days to hear back. By this time I'm out of town for a week, they say to let them know when I'm back in town. When I do, they say they will get in touch with their US shop in FL. I wait 2 days to ask for an update and they say they've initiated a return and the US shop should generate a return label shortly.
I wait another 5 days to ask for an update, it takes 2 days for them to get back and ask if the guitar is shipped. I let them know I've yet to receive the promised return label. I ship the guitar the next day.
I wait 12 days and email for an update — my guitar has been delivered for over a week without any word. I'm told the sales rep (Kevin) I've been working with will reach out to their tech at the US shop.
I wait another 2 weeks and email for another update having heard nothing. I'm told I was given an update that it was due to be fixed this week. When I point out the last email I received, I get a couple of messages in series that he's checking the outbox and it looks like there may have been a glitch with the messages sending.
The next day I get a call during business hours from the tech in Florida. He leaves a message and when I return it, I catch him after hours. He was calling to find out what the problem was because nobody had told him, and his prelim testing was normal. When I tell him it was supposed to be an output swap, he says ok no prob. He has to wait for a part from Ireland, it gets swapped out and is shipped back to me, arriving 6 days after my convo with the tech. Phew.
It works so far (arrived with a functioning 9v inside lol) and plays nice, but this experience stunk.