Kapp & Peterson came through for me on customer service

[Haebar]

Last Spring my Peterson billiard burned out and I sent it to Peterson of Dublin to see if they would replace it. I waited and waited to hear something from them for over a month, then emailed them to check on the status of the return. No reply. Then I sent another email about a month later and a manager happened to see it and replied, referring me to someone in the warehouse. I emailed the both of them again, explaining the situation. Didn't get a response again for a month or so. Then I sent out another email explaining my history of smoking and collecting Peterson pipes and suggesting that the least they could do is reply and acknowledge whether or not they had received the pipe. I didn't expect to get a replacement since the pipe was beyond the stated warranty limit. Although I had purchased it 2 years prior, I had only started smoking it 2 weeks before it burned out. Soon after, the warehouse wrote back requesting the tracking number. I didn't have a tracking number but I did send him a copy of the mailing receipt and customs form. I had pretty much determined that, since I couldn't produce a tracking number, it had been lost in the mail. Then today I came home to find a package in my mailbox with a customs sticker on it. Could it be? YES! It was a new Peterson Aran 6 billiard from Ireland! I am very pleased with them now.



Thank you Kapp & Peterson!!!

[El Whedo]

It's always nice to hear positive customer service stories.