House of Staunton - Customer service

So a bit of background history...   I purchased my 1st high end Chess set from HOS back in 2006 and I've been playing with this set for a few years back and forth but have dropped off *SIGNIFICANTLY* in the past several years.  Thx to the COVID-19 quarantine I've been getting back into CHESS and dug up Drueke Chess board/set (see other post) and this gorgeous HOS set 3.75" & 1.75" base.  This is a Gloss Lacquer set with 32 pieces...  Yes! You heard that right, 32 pieces and since 2006 I've been thrilled...

Until MID last week when I came across a tag line from HOS manufacturing the finest chess pieces set 34 pieces (Four Queens) since 1990's....  (Paraphrasing too lazy to go over to HOS to grab actual quote).  So against all logic and reason, I called HOS customer service and spoke to Heather and asked if *ALL* sets have 34 pieces and she assured me that they *ALL* do since day one.  So I explained that as a 1st time purchase in 2006 I hadn't realized that I was missing the additional Queens as my set only had 32 pieces.  Dum dum DUM!!!

I asked her what the possibilities are to have the additional Queens and I was ready to shell out my credit card when she asked me to simply contact Customer Service via email with all he above and they will send me a new pair...

WOW!!!!  That is amazing, my ignorance from 2006 when receiving the original order didn't deter her from helping me out.  That my friends is a hallmark of true customer service.  

PS.  Based on the pictures and description we matched this set as the $189 (Lacquer finish) of the Stuanton set - "Professional"...  Look at the Knight and the deep grooves of the Bishop's head gear and then let me know if you agree???? 

PS...  Here is the URL for the Professional set...

https://www.houseofstaunton.com/the-professional-series-chess-pieces-3-75-king.html

PS.  I have no professional affiliation with HoS other than as a customer...

That is pretty awesome customer service! Btw, I like your Professional Series more than my Players Series. My knight looks like a dragon with a flat head.

I agree they are very good. However, I wish their QC was better. I've read a lot about how Frank used to personally check every set that went out. Obviously he hasn't been there for a long time and this is not something they practice now. It is my experience that there seems to always be issues with the new sets Ive purchased. 3 out of 4 sets I bought from them had issues. I always need to email them to get replacements after I receive a new set. They always take care of it though. Their customer service is top notch.

I only purchased the one set from Hos along with that box...  I was drawn to the Bishop and Knight since playing as a kid  to adult (extremely casual not pro in anyway!!!) I always pictured what an IDEAL wood set would be and that's how I imagined my KNIGHT should look like, the BISHOP with the DEEP groove on the crown was just icing on the cake.  I never ordered anything like this before and was concerned about the $$$ price tag on chess men, but the more and more I looked at the site, I couldn't get it off my mind and just took the plunge,  The box was a no brainer because I had no place to store it...  I was actually on HoS looking for another chess box with Magnetic clasp but was disappointed to find out HoS doesn't have these anymore...   

You mention "Frank" I'm assuming he was/is the owner?  I'm wondering if he was around then back in 2006 when I originally placed my order...

Thanks! 

Yes, I remember Frank would inspect each piece and individually wrap it in cotton.  The cotton still had seeds in it sometimes.

He sold the business to Shawn in about 2004.  Then they sent the pieces wrapped in styrofoam sheeting.  And I do remember now, that they stopped inspecting each piece before shipping as Frank had.

Ok, thanks for this info, yes, my pieces arrived in Styroform sheets individually packed so I now know this was after "Frank"...  Still a very nice set..