First let me say that my interactions with Maury and Heather were absolutely great!
As many of the folks here have said, I was also very apprehensive about buying an expensive guitar online without playing it. The glowing reviews here helped me make my decision. But there was so much more that made this a very positive experience.
I was looking for another Martin to complement my 1967 D18, and have wanted a D28 for many years. I also wanted to have a pickup, but I really didn't want anything that would be destructive to the guitar. I saw a brand new D28 with a K&K Pure Mini pickup on Maury's site and thought I might have found the answer. But the price was a good bit more than my limit.
I emailed Maury and he made me an offer I couldn't refuse. a much, MUCH better price than advertised (as he explains in the website referring to guitars being priced at MAP) that was even better than a price I had gotten for a floor/display model at another site.
I still had reservations. I read about the 10 point inspection that Maury applies to each Martin guitar. So I called him. He promptly returned my call and discussed not just a D28, but this particular D28, and told me of the K&K pickup and his opinion of its sound. Before my purchase was complete, I spoke with him or Heather several times. They were patient, helpful, courteous and professional. They answered all my questions. I never felt rushed. I couldn't ask for better customer service.
I ordered the guitar at about 2:20 on a Monday afternoon. I received it Wednesday afternoon (I was tracking it on the UPS site the whole way, believe me!). for free shipping, I thought this was OUTSTANDING!
I unpacked it, taking video in case there was something damaged. The case had one very slight ding (half the size of a BB), likely from shipping, but was otherwise in perfect condition.
The guitar was in perfect condition. And she was absolutely beautiful! Damn near took my breath away. She was the exact guitar in the pictures, and I was almost afraid to touch her.
After taking many pictures, I tuned her up and strummed my first chord. Holy harmonics, Batman! The sun came out. The angels started singing. Having played a Martin for decades, I should have expected a good sound. But WOW! If she sounds this good in mint condition, I'm expecting that when she opens up in a few years, all the water around me is going to turn to wine!
I've had her for a week now. I've played her every chance I've gotten. My fingers are shredded. My wife says the bed is a little crowded, but I told her to get used to it.
The only issue we had in the whole process was that the extra strings that were part of the deal were not in stock, so I am waiting for those. Maury and Heather were both apologetic (though there was no apology necessary after receiving the guitar so quickly, I assure you), and plan to send me the strings when they come in.
If you're considering buying a Martin guitar online, want the best prices available and want prompt, professional service, Maury is your guy. I plan to do business with him again in the future. I already have more items in my cart that I plan to purchase from him when they get the strings in.
As for my new Martin... it's a dream come true. I will enjoy it for the rest of my life. and will pass it down to my daughter for her to play and pass on long after I'm gone.