World-Class Customer Service
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One of the first items I purchased through Giles, was the IHSCB (aka IHSI-02 aka silver chain bracelet)… It didn't cost 700 $ back then, but let's say it was close... It was ordered in December, during heavy snowfall across the UK, The Netherlands and Belgium... Parcel Force "lost" the item en route to me, but Giles just shipped me a new one right away... Only when I asked, he confirmed that he was not getting a refund for the lost one...
Thought that was pretty amazing... So yeah, I'll add http://www.ironheart.co.uk/ to the list
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I recently ordered a wooly jumper from a small company called Sou'West Chunkies. The chap there, Peter, takes a huge amount of time and trouble making sure your measurements are correct etc. and they don't even take money up front. You order, receive your made to measure jumper (took about a week) and, if you're happy, they send you a PayPal request. How cool is that!
I got a roll neck 'gansey' jumper in grey blue mix and it has a great home made feel and the service was awesome. Having worked in retail for over sixteen years until last year, I can honestly say there are very few place (Iron Heart being one) where you get such a high level of personal service.
There website is quite primitive, I'd advise emailing them to find out what colours are available, and ordering with Peter direct.
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Mine cost £34.45 with postage. Peter sent it special delivery. I haven't got a picture of mine, but here's a picture of someone else's, that I asked him to copy. He added 10% navy blue to charcoal nepp for me (the one below looks a bit green on my monitor posted here, but I don't think it's supposed to).
It came last week, and I've worn it three times since, and love it. I'm going to order another one in the new year.
Sent from my iPad using Tapatalk HD
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it has already been said, but Giles and Paula are two of the most generous individuals i know. Not only of their time, but also their resources. I really have to say that when i think of people i appreciate and places where i will frequently do business, ironheart.co.uk is right at the top for all of my iron heart needs!
Kiya, my oh my, where do i start. Wanna talk about fast on the trigger to respond to an email. Not only does he check and re-check and triple check, he is one of the most down to earth and outside-the-box-thinking individuals i know. And by extension, Ginno is my boy! whenever i see him work he has brilliant customer service!
Finally, though it doesn't happen as often, Gordon at BiG is a great guy! Whenever i have gotten in touch with him he is just as thorough as you would expect. Def a great person to deal with when you are looking to getting something from them but have questions.
10/10 all around for these four people!!!!!!
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just experienced superb customer service from Filson. the field bag i bought middle this year had bits and pieces of leather coming off at the strap area and the leather strap was splitting.
so i dropped Filson an email with pictures and thank goodness they replaced it without any questions even though i've threw away the receipt as proof of purchase!
Theresa was the person i liaised with.
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12 years after the last message is a longish time on a thread but it will never be too late to compliment and thank outstanding customer service. Not an addition to the list but a reinforcement message to show how IH strives every day to provide stellar customer service for the last 144 months.
Last night I asked them to mail my stacked items…hmmm…all the last 8 stacked orders!!! I’ll let you wonder how long they stacked/kept/stored the stuff for me; it was long, more suited to a mothballing operation. But they had it all at their fingertips and they handed all of it over to DHL within 12 hours.
The Stubborn Crew sets the worldwide gold standard at this game.
Thank you guys!The journey is the objective.
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Iron Heart has the best (fastest, most thorough, most patient, most consistent) customer service I’ve ever experienced. Will add great experiences with Meadow clothing (Sweden), Iron Shop Provisions (Louisiana, United States) as well
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@motojobobo Amen to this…the absolute best and there’s not a close second.
P.S. now you have to post about all your new goodies
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Iron Heart obviously.
Life Time fitness is pretty awesome too
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@motojobobo haha. I’ve often wondered what the threshold of decency timeline is on stacking items…I’ve got a few patches being harbored and need to bump up my stackables if they are ever to be released.
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Well, this thread was awoken from a long hibernation!
While we're at it, Rivet & Hide has world-class customer service, and I shop there before many of the stateside shops because they bend over backwards to provide a customer experience on-par with Iron Heart.
“Good design is actually a lot harder to notice than poor design, in part because good designs fit our needs so well that the design is invisible” - Don Norman
@zeebeeleather
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Some of the US shops really dislike us and by extension Iron Heart customers because we have given the customers the idea that we'll do almost anything to help them make an informed purchase decision, so they have to too........
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@seawolf Second this. I went into the London shop last year and RnH were awesome. They even agreed to ship everything to me afterwards so that I didn't have to lug my heavyweight purchases around the city for the rest of the day.
I'll also shout out to Simmons Bilt, who were great with regards to making sure that I was totally happy during the ordering process for my custom leather jacket from them.
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@goosehd Exactly.
I've had frustrating experiences with a few US shops and really prefer to deal with Iron Heart or Rivet & Hide whenever possible.
Also, and this was part of a conversation on Facebook the other day, but retailers that only offer store credit for returns makes me run in the opposite direction. For an online purchase of an item I'm not sure about, even with the meticulously harvested measurement charts, there's still a chance that something just won't work out, and having the option to return for a full refund is a safety net that provides an experience that keeps me coming back. There are some shops in the US that I won't deal with anymore because they don't offer refunds. I'll gladly pay the return shipping to the UK if it means I know I'm not going to be stuck with a store credit worth hundreds of dollars.
I'm glad that Iron Heart has set the standard, and I can understand why other shops don't like the extra work it takes to provide a quality customer service experience, but that's the business. And if they want to stay in business selling high-end items, that's the standard, in my opinion.
“Good design is actually a lot harder to notice than poor design, in part because good designs fit our needs so well that the design is invisible” - Don Norman
@zeebeeleather
