Steinway Hall — Local services in London

Dear Steinway Team, I must commend your staff — rarely have I seen a masterclass in how to make a willing customer feel unwelcome quite so quickly. On Friday, September 5th, we walked into your showroom with the humble intention of exploring pianos for our children. To keep things discreet, I introduced us as “just nosy.” After all, when one is considering spending six figures, it’s good practice not to arrive waving a checkbook. We were graciously allowed a few minutes to try instruments, and I began to enjoy the Spirio series enough to ask for prices. And then, the unforgettable moment: my children were told to stop playing — not because another customer needed attention, not because of some delicate recital in progress, but because… someone had the audacity to telephone your shop. Let me make sure I understand: a ringing phone was more important than the family already standing at your pianos, actively considering a purchase. Truly, this is an avant-garde approach to salesmanship. Perhaps my casual introduction led you to believe we weren’t “real” buyers. If so, congratulations again — you’ve successfully demonstrated how appearances matter more than opportunities. Since I’m in business myself, allow me to offer three complimentary lessons (no charge — unlike your pianos): Never judge a buyer by their opening line. The quietest wallets are often the heaviest. Never tell a child to stop playing an instrument in a piano shop. Unless, of course, you’d like their parents to leave immediately (as we did). If phone calls are so delicate, relocate reception. Because, shockingly, people come to a piano shop expecting… piano sounds. Don’t lose sleep over it, though. I wasn’t looking at the €450,000 model. Just the €130,000 one. But don’t worry — someone else will be delighted to take my...

Maura was lovely when we bought our piano, and I don't think the pianos themselves need any sort of review because otherwise they wouldn't have the reputation that they do. However, their tuning/aftercare department is a shamble, and the hall's managing director Craig Terry didn't seem to care that Rosie and her drpartment are seriously dropping the ball. Seriously, how can they not book a simple tuning appointment after more than a year of asking for one? And when I chase it up, I'm told "we'll contact you closer to the time" that I asked for, only for me to have to chase it up myself, to be told "oh we're fully booked". When I tell the managing director, he just says "I'll look in to it" and nothing happens. Seriously disappointed in this establishment, but I guess they can do whatever they want since there the only...

We participated on a small but gorgeous event, where we listened to a young piano player, the winner of the piano performance contest. The dedicated room is small and basic but you are sitting 2-3 meters next to a grand Steinway and listen to a high level performer, which is a rare experience to find. The people in charge for the organisation were kind and friendly, there was a small reception after the event and we got the chance to talk to the player in person. A precious moment to remember...