Issues with regency chess company

Sorry to hear that - it is always worth checking out the positive and negative reviews as mentioned by others to get an overall picture...

I realise that this thread is now very old, but I felt the need to come on and give some explanations. Despite the age of the post it continues to appear in search results for our company name so I hope you don’t mind me resurrecting it.

Martin, I am of course very sorry that one of the pawns on your luxury Staunton set was defective and, obviously, we managed to rectify this for you. I think it’s important that I explain what was happening at the end of 2020 and into 2021. We were still in the midst of the Covid situation and were continuing to run the business according to restrictions, guidance and regulations that were around at the time. Due to months of lockdowns there had been a significant rise in demand that year that had seen stock shortages and delays in deliveries of new stock.

When we got to early November 2020 the Queen’s Gambit had shot to intense popularity and this caused an unprecedented increase in demand for chess sets. We aren’t talking about a small rise in demand, but multiples larger than we were used to. It was a perfect storm created by the Gambit, the lockdowns, Christmas and the fact that most of our competitors were rapidly running dry of stock.

This situation pushed our staff, inventory systems, our email, phones and our website beyond breaking point and meant that instead of our usual rapid and excellent customer service response we had to move over to a ‘first come, first served’ basis, which meant delays.

We brought in friends and family to help with the extra packing, worked seven days a week and ran shifts from 7 am until 9 pm with all hands on decks for weeks. All emails were initially responded to with an auto responder that did explain the situation and kindly asked our customers to wait it out. Most did, but unfortunately some decided that using Trust Pilot was a way to get themselves to the front of the queue, which was indeed effective for them.

By the time Christmas was upon us we had cleared the massive backlog and managed to supply our sets to thousands (it’s normally hundreds) of very happy customers. We did try our best to make it extremely clear through the website and automated emails that we were under severe pressure and suffering long delays and I am eternally grateful for all the customers who were extremely patient.

When we returned after the new year we were confronted with Brexit, which meant six weeks of no stock deliveries and huge issues with any EU-based orders that had been placed before Jan 1st 2021. The Queen’s Gambit continued to remain very popular and demand continued at a very high level despite Christmas being over.

It did take quite a few more weeks for things to normalise and for us to get back to our normal attentive levels. Do bear in mind we are a small team and we just didn’t have the resources to keep on top of things during that crazy time.

For any small business reputation and reviews can often be the difference between success and failure and I was disappointed that many took to Trust Pilot and this forum as a way to gain our attention or simply express their anger at not being served as quickly as normal. The Netflix series, a global pandemic, Christmas, Brexit; the world was in a crazy phase at the time, and I would have appreciated some slack being cut, given the unprecedented circumstances.

I am pleased to say that today our Trust Pilot rating remains at a healthy 4.8 and our Google Reviews at 4.9 stars. We remain dedicated to offering the best products and the very best in customer service, and as mentioned above, we are eternally grateful to all of the customers who bought from us during that time.

Julian Deverell

Owner, The Regency Chess Company

I have never purchased a chess set from your company but I appreciate the honesty, transparency and authenticity of this post. It shows integrity and I hope your business continues to thrive. 👍

I bought a set from the Regency Chess Company many years ago and found them to be excellent. I needed replacement pieces after a cat-related incident and they sent me extra pieces at a reasonable price. (I now have a set of theirs with 6 Queens, 3 Kings and 5 Knights - no more promotion issues!)

I have had the pleasure of knowing Julian and working with The Regency Chess Company for the past 17 years. As someone deeply involved in the chess industry, I can confidently say that their dedication to excellence in both retail and wholesale is truly commendable. Over nearly two decades, I have witnessed firsthand their commitment to providing high-quality chess sets and accessories, ensuring that customers receive only the finest products available. Their passion for the game and their meticulous approach to sourcing and curating exceptional chess sets have rightfully earned them a stellar reputation.

Julian, in particular, has been a driving force behind The Regency Chess Company's success. His expertise, business acumen, and unwavering commitment to customer satisfaction set him apart in the industry. Whether catering to enthusiasts, collectors, or tournament players, The Regency Chess Company consistently upholds the highest standards. Their customer service is second to none—always professional, responsive, and accommodating.

It is without hesitation that I vouch for The Regency Chess Company as one of Europe’s finest chess retailers. Their integrity, reliability, and dedication to the chess community make them a standout in an ever-growing market. Anyone seeking premium chess sets, whether for personal enjoyment or competitive play, can trust Julian and his team to deliver with excellence.

On 3/16/2025, I received a stunning chess set from The Regency Chess Company in the UK. I was so impressed with this company that I left a positive Google review. Their responsiveness and work ethic were second to none. The experience was very refreshing!