Bows for Strings

Just got the second Cello for kid, upgraded from quarter size to half size. Always professional advice and service, friendly and high level skilled staff, really the place for your right string instruments.

I needed some new cello strings ASAP for a gig later in the week but there are no music shops that sell them in my area in the Central Highlands of Victoria. A friend recommended ordering from Bows for Strings, which I did on a Tuesday morning, choosing the express delivery option. When I received my acknowledgement email, I replied requesting them to get the package sent off ASAP. They replied promptly, saying that their next drop-off at the post office would be the next morning. I replied, saying I understood and that would probably be OK. However, they then unexpectedly went to the trouble of making a special trip to the post office shortly afterwards, and got it sent off the same day. The parcel was ready for collection at my local post office by 6am the next morning. Fantastic service - thank you so much!

We’ve been purchasing and servicing my son’s cellos at BFS since he started his music journey in 2020. Since then we’ve bought 3 cellos from them - two second hand and one brand new. The front staff are knowledgeable and helpful. I particularly had good experiences with Myles, d’Art and Liv.In early October our cello teacher recommended moving to a half size cello for my growing son. I wanted to make sure I knew how much we could get for the quarter size trade in, so I brought it mid-October for a quick appraisal. d'Art, who has helped us with our previous cellos was working. He spoke to the luthier in the back and came back to report that they would offer 50-60% of what I initially paid, depending on the price of the next size cello we chose to buy. I understood if I choose a cello that was less than the price of the quarter size when we bought it, I would only get 50%, which was acceptable to me.Then on October 24 I returned to the shop to borrow a half size cello to try out at our lesson. After the lesson our teacher said the half size cello would need a new bridge, and to ask the BFS would cut one for us before committing to buy it. I did what she suggested and talked to BFS. After discussing with the luthier in the back, the front staff, Liv, said a new bridge could be put on for the listed price of the half size cello and I would not have to pay any additional. This was all recorded on an invoice, so I paid a 10% deposit on the 2nd hand cello under the conditions that I would receive 50-60% of the trade in and a new bridge would be put on the half size for no additional cost.When the half size was ready, I returned to the shop on November 2 to trade in the quarter size and pay the balance on the invoice. However, when I went for the trade-in, Brenton, the luthier in at the time, said he would only offer me the equivalent of 40% for the quarter size due to its condition and he also cited that he put a new bridge on the half size. These were not the terms of the invoice which I paid a deposit on, but at the time, I didn’t think to look up the invoice, so I just paid for a half size cello and left the shop feeling uncomfortable with what had happened because BFS did not uphold what they had promised.After thinking it through for a day and looking up the original invoice to make sure I understood the conditions, I returned to BFS to explain my perspective and see what could be worked out. I intended to talk with the owner, Nick, who was in the shop that day, to discuss my experience. However Brenton the luthier who remembered me from the day before came to assist me. After explaining my perspective and showing the original invoice which I paid a deposit on, and a bit of back and forth, we worked out a solution where he credited me the difference between the actual trade in value of the quarter size and the promised trade in value for a future purchase. He made a note of that in their records. I felt this was a satisfactory outcome and that BFS did a good job to repair trust and bring customers back.I've had dozens of good experiences in this shop, so this one slightly off experience won't have us going to another store. I feel it is a positive sign when a business listens to their customers’ and is willing to address dissatisfaction, whether from a mis-communication or from differences in expectations, then try to come up with a satisfying solution that has the customer happy to return. To me how a business handles unhappy customers reflects whether they exist to serve and treat customers well or just make a profit. This measure is equally important to me as how many satisfied customers there are.(Photo of the 2nd hand 1/2 size we purchased.)

Unfortunately hasn't been a good experience with them. Wanted to upgrade my daughter's 3/4 to 4/4 for a violin that was initially bought from them (BFS).During the purchase(which was 4.5 weeks ago) we were given 3 who's as the waiting period which was perfect in line with my daughter's recital and school performances. Then as we didn't get to hear back from them even after 4 weeks, called and was told the wait was never 3 weeks and always 5 weeks!! That made the whole process worthless as we were hoping to have it for her upcoming performances.Called today to find out the status to see if it was on track and suddenly they say it can be made ready to be picked up this afternoon? If that was the case, why no transparency, why does it take so many calls and me getting angry to get things moving?Also the same model was priced $70 more compared to other store. While the staff are knowledgeable, the lack of good business practice made it definitely the last time we will be visiting this shop.*ADDITIONAL COMMENTS*I've just purchased the same violin that we were after from another store and coming home literally to write these additional comments:1. I got it $72 cheaper2. The trade in of the current violin was valued $130 more than what Bows for Strings agreed to pay for (the current violin was purchased from Bows for Strings 3 yrs ago)While I appreciate the response below from the store and their pursuit towards being the best, not sure the justification on quality covers for both the aspects mentioned above.

Staff are patient and knowledgeable. I just bought my second violin for my daughter as she has outgrown the first one and was given a fair 55% discount on the first which was also purchased here

I went in to repair a loose sound post in my fiddle.They fixed it and then tuned it, both without any charge.All it cost me was a handshake.They were professional, friendly, honest and helpful.They were this way to everyone I saw walk into the store.This is the best kind of business.Very impressed.

Top service, tried out many a bow, handled a violin worth $5.5k, got to try the bows before I bought one and really pleased with the experience. Knowledgeable and professional staff, I will be back for sure.

After taking a long break following a car accident, I walked into Bows for Strings to get my violin tuned up with upgrades so I could start again.I received such lovely service. The owner sat with me on the bench, spoke to me about my concerns and said he'd have my violin ready by the next morning.I have no idea how it was done so quickly - they were absolutely swamped when I came in on the Saturday!I was left with such a nice feeling and am thoroughly enjoying my instrument now.Won't be going to any other store - the staff are always so nice :)Thank you Bows for Strings!

My daughter's violin teacher recommended the shop to us. We first visited them mid last year when her teacher told her to upsize her violin to a 1/2 size. The staff who helped us was polite and genuine. After observing my daughter tried a 1/2 size violin, he advised us she was not quite ready yet for a bigger size and suggested us coming back this year. This has left a very good impression on us. I feel they are more focus on providing their customers with genuine and tailored service rather than just make sales. Early last month, we pucharsed a 1/2 size violin from their online shop. Even though it took us 3 weeks to pick up the instrument, it was explained clearly on their website about delays due to back to school demand. Last week, we did not know what had happened but the bow was snapped. We went back to them yesterday and were ready to puchase a new one. d'Artagnan replaced it for us free of charge with no question asked. He is very friendly and knowledgeable. He explained patiently to my daughter how to look after her bow. He also gave a small present to my other daughter. With the great customer service, we will definitely come back for more purchase. I highly recommend this shop. If I could, I would give 12 out of 10 score for their great customer service!