Charles D.
Leaving D’addario due to Bad customer service
I have used D’addario Strings for approximately 25 years. I currently use the acoustic XS and electric XS Strings, as well as mandolin Strings and Evan Drumheads. The product is exceptional. Here are some of the problems I had with their product services, though I got a set of mandolin strings and the E string broke soon as I put tension on it. I had to purchase a new set of Strings just to get a new E string that was the same. I wrote them about this two times because I received them through the players circle because I buy so many products from this company. They never responded either time. I had a bunch of acoustic EJ strings from about 2016. I tried to get players Circle points and they told me they were too old to get anything like that because the player circle hadn’t been invented yet. The player Circle rep Hailey wrote me back to tell me this. Well, let me make this clear to D’addario and Hailey. I don’t have to buy the Addario products and your players points cost nothing. And if you just took care of me like you should, I wouldn’t be writing this rave review about your exceptionally poor customer care. Hailey sent back the reply about not issuing points for my older Strings. At the bottom of the email it also sent me 500 points if I write a review. so I wrote a review. So the moral of the story is; keep your loyal customers happy. You could just imagine how many sets of Strings and drum heads I go through a year I have 22 guitars and three drum sets and five basses. not to mention mandolin and a four string UBass. Hoping so much that you read this.
Response from D'Addario & Company, Inc.Sep 29, 2026
Hey Charles - thank you for your feedback, and we are sorry to hear that you were not happy with your experience. In order to keep Players Circle fair for all users, we are unable to honor points from products that were manufactured before the Players Circle program launched. We do see your ticket, and that Hailey was not able to credit points due to the strings being manufactured before the launch of our Players Circle program. However, as we had mentioned we can absolutely credit the points if the strings were purchased recently, as that would mean that the retailer had sold you a new set of old stock strings. We would just need a receipt in lieu of the Players Circle code in order to credit points. We would still be happy to do that for you if you'd like to reach back out with the receipt previously requested. In regards to the E string issue, our team is always happy to assist with string related issues or defects. However, we have taken a look through your ticket history, and we do not see any tickets regarding broken E strings. Please reach out to us directly at www.daddario.com/contact-us, and our team would be happy to assist with the E string issue. Thank you!