I ordered a VERY expensive uke from them about a year ago. It had a bowed neck and the E string had a perpetual buzz. They were very helpful, even offering to reimburse a local luthier to take a look at it (before I knew what the problem was). They paid for me to return it to them after the problem was diagnosed.

The replacement they sent me had a minor cosmetic flaw on the soundboard. I don't know if this was Martin's fault or if this thing got dinged in the show room but either way a $1500 uke should not have a ding on it. I sent this one back too but when I did they charged me for their shipping as well. I didn't think that this was fair because I had paid for a new instrument and I either received a dud from Martin or a shopworn one from Elderly.

I ended up not trying to get a third one only because I was sick of the process and I'm on Tim Laughlin's waiting list for a 3K. I did buy a new Goldtone banjolele from Elderly about 10 months ago or so. It was clearly shopworn. The wooden resonator had scratches on it from being rubbed up against the wall from where it was hanging. When I received it I immediately notified them of the problem and they told me that the best they could do is take $20 off the $300 price. I ended up getting a used banjolele for $280 when I could have gotten a new one for $300.

I have learned an expensive lesson, and I will never buy from them again.