Fantastic customer service after purchase
I purchased some gear from the store, and found it was delivered promptly, well packaged, on time and was exactly as described.
18 months after ordering, I found that a part on the order had cracked and was breaking. Based on the fact that the product was now 18 months old, I wasn't expecting it to be under warranty.
So, dropped them an email asking what their recommendations were for attempting a repair - which glue might work best. This was late on a Sunday night, and I figured I might get an answer sometime on Monday if I was lucky with some generic information.
But instead I got a quick response with very helpful information, along with an apology that this had happened. Further, the email made a very kind offer to look at replacing the part in question, asking me to confirm my details were still the same as on the original order.
Very impressed with the customer service and support provided here, and the replacement part arrived quickly, restoring the product to full working order.
Treating your customers like this is a good way to ensure repeat business, and my impression of them has gone way up. Maybe it helped that I wasn't expecting or demanding a refund / replacement, and had just asked for some advice, based on the age of the product. But I'm certainly inclined to order from them again now! I'd also be very happy to recommend them to others, based not only on the good quality of the products, and their functionality - but also on the great customer service I received afterwards.
Just to be clear here, the part that I had that broke is a thread that is constantly being screwed in and out, so subjected to constant use and force, so if there's anything in the product likely to fail, that would be the part - and after 18 months of use it didn't surprise me much - which was why I wasn't expecting a refund or replacement. I had, and still have no issues with the quality of their work. If anything this would be like brake pads or an air filter on a car... it should last a while, but you know it's going to fail at some point.
So yeah - great products, and excellent customer service. Strongly recommend.
November 17, 2023
Unprompted review