Folkcraft Instruments — Local services in Woodburn

I am very disappointed. It seems like a great operation and I'd love to purchase from them not only for my own wants, but also to support the business. My initial interaction was great, clarifying exactly what my custom order should include. I was told on the day of my order that completion and ship date could take more than a month, but when I reached out after 6 weeks for an order update, again two weeks later when I did not receive a response, and again a week after that, there was radio silence. In the meantime, I received marketing emails including one with photos of the parts collected for orders in progress. I have no idea if any of those parts were intended for the dulcimer that I ordered.

Unfortunately, I needed to raise the issues with PayPal to ultimately cancel the order and receive a refund, and still with no direct reply from Folkcraft to explain the delay, the failure to process my order, and most unforgiving, explain the zero replies to my 3 emails over 3 weeks. After a hopeful start, my experience included such poor customer service. So sadly...

Folkcraft has the BEST customer service!

I ordered a chromatic dulcimer kit. Upon opening my package, looking over the instructions and familiarizing myself with the parts, I realized I did not have enough fret wire. I noticed a small hole in the corner of the package and assumed it fell out during shipping.

I sent an email explaining the shortage. Later I told my husband what was missing and after seeing what the wire looked like, he told me he saw one by the back door and threw it away. By the time I discovered what happened, a new wire was already shipped.

That's not all - After partially assembling it, it occurred to me that I did not have a chromatic fingerboard. I called Folkcraft, talked with a very pleasant gentleman and he arranged for a new kit to be sent. Not only did he send a new kit, he told me to keep the other one and share it with someone who might be interested in the dulcimer. He even offered some tips on finishing it.

Now that's EXCELLENT...

My first personal dulcimer (other than the one I inherited from my dad, which was made in the 50’s) was a Folkcraft made in 1984 that I purchased on EBay for $34. It still has a sweet mellow tone to this day. I have continued to purchase Folkcraft instruments over the years for their beauty and consistent excellent quality. Early this year I received a magnificent Folkcraft lacewood “courting” dulcimer from Richard Ash, the owner of the company, when he asked me to marry him. I don’t have to pay cash for my instruments any more, but payment IS extracted in lasagna and cookies, and maybe some time working in the shop. I can verify that this truly is a family company which puts thought and care into every step of the process of their...