Hmmm. Your post is causing me to re-evaluate dealing with HoS. I recently bought a box from them. The product was fine. No complaints. However before I purchased the box, I tried to reach customer service with some questions. The phone rang endlessly. No answer. No message. Based on that experience and other posts here, I thought perhaps their customer service had fallen off the deep end. That apparently is not the case.
House of Staunton - Super fast customer service in action. Thanks!
Sort:
Congratz mister pawn with your new set! You're on the roll lately good we can use some new pics here 😉
Oct 2, 2021
0
#4
@Pawnerai - it is excellent to note good customer service when it is received. Well done for posting. Lovely set too.
Oct 2, 2021
0
#5
I can see that @digispin will be satisfied! (2021 Sinquefield Cup Chess Set - post #33 - https://chess.com/forum/view/chess-equipment/2021-sinquefield-cup-chess-set via @chesscom ) Any chance of a picture of the set on a 2-1/4" board (e.g. JLP walnut and maple)? How are the ebonized pieces?
I've had a similar positive experience with HOS customer service earlier this year. One of the knights in a plastic Collector Series I ordered had some sort of deep score or crack in it, still usable and not a write off, but I just wasn't happy with this imperfection. I emailed them and included a photo of the issue, and received a very prompt reply, and they immediately sent out a replacement piece to me (in the UK). You more often get to read about negative experiences with products and service from companies so it's good to acknowledge when things go well.
This is more or less the same experience I had with HoS pre-QG. I am glad they are moving back into that type of response and service.
Aernout_nl wrote:
Any chance of a picture of the set on a 2-1/4" board (e.g. JLP walnut and maple)? How are the ebonized pieces?
I might have time tomorrow for some proper photos of the HoS 2021 Saint Louis Rapid&Blitz set. If not, definitely this coming week. I would've written up a review already but I was waiting for these replacement pieces to come in. The King has a 1.7" base, so it will most definitely be on a 2.25" board. Stay tuned.
The ebonized boxwood pieces are perfectly fine. Deep black, smooth, flawless. Most modern ebony pieces are stained as well to get that deep deep rich black. I have the black Kingside Knight right in front of me now while typing this.
I just wanted to take a moment to give credit where credit is due. Below is my recent positive experience with House of Staunton Customer Service Dept:
Tuesday. I emailed House of Staunton Customer Service about small manufacturing issues with 4 pieces of a chess set I just received. Description and photos enclosed.
Tuesday. HoS CS replied back the same day. Apologized. Thanked me for the photos and description. New pieces will be sent out tomorrow free of charge.
Thursday. I emailed HoS CS to confirm the pieces, and a tracking number if available.
Thursday. HoS CS replied back the same day. Confirmed pieces. Tracking number supplied.
Saturday. A small box with the carefully wrapped replacement pieces arrives in my mailbox.
The original pieces were not requested to be sent back. No extra photos. No waiting for a response. No negotiating. No nickel and dime charges. No nonsense. New replacement pieces in my mailbox in 4 days. This is "Amazon level" customer service. Thank you.