Staunton Castle Mismatch of Product Quality with their Stubborn Customer Service - Chess Forums

7mokuso

Dec 23, 2021

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#1

I have purchased three SC sets in under two months. The overall chess piece quality is better than excellent and shipping also excellent. But and it is a big but ….. they refuse to act in a similar prompt manner when I as a valuable customer have the temerity to ask for replacements to two Ebony Heritage Knights with poor polishing and distressed areas on the collars of both pieces. Mandeep suggests he knows better and the pieces are fine. I also asked for two new Heritage Kings because the Kings in the set were advertised as having alternative finials, and they were provided instead with one set of glued in finials. The set is still advertised as having alternative King finials. So buyer beware! They asked me to return the Kings so they could ‘fix’ them and eventually agreed to look at the knights if I also sent them back. I have stood my ground and asked for four replacement pieces. I will send the defective pieces back to them at SC’s expense when I receive my replacements. I have even tried to buy another brand new set - Dubrovnik with three armies of pieces.I was refused a discount and SC wouldn’t budge on a compromise price. With that order they could save on any shipping costs on the Heritage replacements. So instead of a new u$500+ order they will be covering the shipping costs on the four Heritage replacement pieces shipped alone. That does not make any sensible business sense. And honestly the three SC sets that I have I would happily now return all three to SC - because their stubborn attitude is bad energy and I have no pleasure in looking at those pieces or showing them to friends.

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7mokuso

Dec 23, 2021

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#2

Mandeep hides behind ‘company policy’ when in fact he is the company ……. Quality products represented by poor customer focus. Poor product detail with much missing information in the SC online store, replete with dated language. Needs constant questions with Mandeep who hides behind a corporate cloak when he is the company. Strange and in my experience non customer focused. The SC way or no way take it or leave it. I would rather leave it ……

magictwanger

Dec 23, 2021

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#3

Sorry to hear of your hassles David.I hope you get satisfaction soon,but imo,some parts of the world do business a bit differently than in these parts.....It certainly can be annoying.

7mokuso

Dec 24, 2021

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#4

For MCH818. I will eventually be in the market for a Dubrovnik set.I heard good things about SC’s set (albeit way, way overweighted compared to the original). The SC ‘standard’ discount is 10% so I applied that to a prorated price per wood; SC’s ‘company’ rules wouldn’t permit them to discount the 3rd army …. Really. I was trying to do them a favour so that the 4 Heritage replacements could be shipped with the Dubrovnik’s to save them shipping. Which I carefully explained more than once to no avail. For me it isn’t about the money, it is the principle and the basic manner in how I as a client is dealt with. In my business - dental equipment and supplies - I would rapidly have no clients and no commission if I treated my clients this way. Mandeep couldn’t or won’t see the wood for the tree’s so to speak. As regards other retailers asking for defectives back before sending replacements - not in my experience over several years and transactions with RetroMaxim (Etsy seller), HOS, CB or RCM. My product issues have been small and rare, but in those infrequent occasions all those provided prompt replacements without in depth and frequent emails and non asked for the defectives to be returned. None! What also got my hackles up was the suggestion from SC was that what I sent back was going to be ‘fixed’ No - trust your client and provide prompt replacements. The pleasure and enjoyment of those SC purchases has now evaporated.

TheOneCalledMichael

Dec 24, 2021

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#5

Well I'm happy for you you have good experience with House of Staunton, me not so much. I had to return 2 pieces on my own expenses before getting replacements and that wasn't cheap as I have no big discount in shipping fee like those powerhouse retailers. Last set I bought not so long ago, again from HoS, 4 knights were botched. They told me to check in from time to time to see if they get new sets coming in so they can be replaced. They don't respond to my mail at all when checking in, going into 6th weeks now.

My point? One's luck depends on the mood of the retailers.

7mokuso

Dec 24, 2021

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#6

TheOneCalledMichael - I am sorry to hear of your ongoing HOS issues. In the one problem I had with them (a King with a chipped bottom) photo confirmation was all they asked for and I was then given photo’s of three possible replacements for me to choose from to pick the wood grain I preferred. Yes, I agree vendors seem inconsistent in how they treat us (clearly forgetting that it is buyers like us they need to keep happy as we line their pockets ….I rarely play chess OTB but like nice things …..) I read of your experiences with cracked SC Dubrovnik Peduck Knights ie prompt replacements, yet I am stuck trying to deal with my ongoing SC issues with my Heritage replacements. As an aside - you are to ‘blame’ for my SC Dubrovnik discussions - it was your glowing reviews that got me focussed on their pieces haha. Do I pursue Mandeep or buy from Oldset? Overweighted verses a close match to the original. I am waited listed at NOJ, with a 2023 receipt if I am lucky. Two many Dubrovnik decisions …. Nice problem to have I suppose.
In the spirit of the season I am going to try one more time to contact Mandeep to blow by blow explain his inability to see that dealing with a client fairly pays dividends. If he agrees I might still keep the three SC sets I have recently bought. If he doesn’t see sense then I might return them to him - I am lucky - I live less than 2 hours from his Canadian base (strange that - the chief carver/owner for an Indian manufacturer and he lives in Brampton, Ontario, Canada). So he could find them on his doorstep.

7mokuso

Dec 24, 2021

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#7

MCH818 I don’t disagree with a return request. In most cases photo’s prove the defect, and replacements can and are provided. My current situation with SC is the same. Upon receipt of my replacements I will happily sent them my defective pieces. I have made a genuine attempt to place a new order with SC for three armies of pieces so that his courier cost on the replacements is essentially free. SC continue to refuse to budge U$30 on the new item order, so I have cancelled that plan and await my four replacements to be sent alone at an expense to SC. It isn’t the $ difference I have a problem with; it is the chasing expense cents and not looking at the longer term profit dollar gains by SC. This deeply ingrained SC view will surface again in business dealings with them. I should mention that on a recent purchase I corrected a u$100 error in their invoicing. Their gain from my honesty, but conveniently forgotten within a month. Other vendors would have provided a coupon or discount on a future order. From SC nothing.

Wits-end

Dec 24, 2021

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#8

I’m sorry to hear about your troubles, it seems to be the age we live in now. We purchase a lot of items on-line and seem to have issues of some kind with about 25% of them. I can say that my one and only purchase from SC couldn’t have been better. It was in the height of pandemic uncertainty, SC shops being closed down, and international shipping. Mandeep responded to my inquiries almost immediately and although the pandemic slowed production, i was and remain very happy with SC. I’d not hesitate to buy again. Again, sorry for your experiences. I hope this works out for you.

7mokuso

Dec 25, 2021

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#9

Healthy debate with no personal attacks sometimes works! True understanding can lead to a good result. With a better understanding of each other’s position, knowledge and perspective - my three Dubrovnik armies have been fairly priced and will be shipped by SC with my four Heritage replacements.

Wits-end

Dec 25, 2021

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#10

7mokuso wrote:

Healthy debate with no personal attacks sometimes works! True understanding can lead to a good result. With a better understanding of each other’s position, knowledge and perspective - my three Dubrovnik armies have been fairly priced and will be shipped by SC with my four Heritage replacements.

It’s sounds as though this will work out for you after all the trouble and uncertainty. We’re cheering you on! Forgive me for asking, Please post pictures when you receive them, a selfish request of me i know.