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Date: Sat, 20 Mar 2021 16:54:53 +0000
From: Express Music <coventry@expressmusic.co.uk>
To: <harrietnorris.pt@gmail.com>
Subject: les paul
Message-ID: <700a2fb1027458ce16a76d7df453b126@expressmusic.co.uk>
X-Sender: coventry@expressmusic.co.uk
User-Agent: Roundcube Webmail/0.8.1

Good Afternoon Ian,

Thanks for taking the time to email.

Firstly, obviously we're very sorry you feel the guitar doesn't live up 
to your expectations. This is disappointing for us all here too, as we 
do take great pride it what we do and try to give a fair description of 
all our pre-owned guitars. We take the same 4-5 photo's of all our 
guitars, new or pre-loved but are always happy to take more if a 
customer requests this. For us 'good condition' was a fair way to 
describe the guitar. It is always difficult to manage people's 
expectations when buying a pre-loved guitar, especially one that is a 
little older. We feel we priced the instrument competitively within the 
current market. If you feel we have misled you, we're sorry and this 
certainly wasn't intentional.

We can assure you we did take great care getting your guitar ready for 
departure and had it on our workbench for some time doing all our normal 
health-checks. To us we couldn't find any issues and were happy with how 
it played. This is obviously a very personal thing but after many years 
selling guitars, we have found our general set up suits most players. 
Whether there has been some movement on the neck during shipping, maybe? 
Unfortunately we can never predict this. We're more than happy to 
collect the guitar and check this for you.

Regarding a partial refund of £300, we wouldn't be able to offer that 
kind of amount. The guitar was originally listed at £1695 and feel you 
already had a reasonable reduction. We haven't yet listed your guitars 
so the deal isn't irreversible. Your second email this afternoon 
mentioned returning the Gibson and not sending your guitars back to you. 
This is an option. Maybe have the weekend to think about it as nothing 
will happen till Tuesday now anyway.

We're leaving here at 5pm today and then back in Tuesday at 11am if you 
would prefer to call us to discuss anything. Once again, please accept 
our apologies if you feel we have misled you in anyway, that is never 
our intention with any of our valued customers.

Hope you enjoy the rest of your weekend.

Kind Regards,
Harriet, Phil & Tim

Express Music
196 - 204 Binley Road
Coventry
CV3 1HG

-- 
Regards

Express Music
196 - 204 Binley Road
Coventry
CV3 1HG