Customer Testimonials
Letter written to the Editor of Which? Magazine
Dear Editor,
WHEN A LIFETIME MECHANISM GUARANTEE MEANS, A LIFETIME MECHANISM GUARANTEE
Some years ago I attended a Rick Stein cookery course at the end of which I purchased a pair of wooden salt & pepper mills, which I was very pleased with. Sadly, recently the grinding mechanism in the salt mill broke. I wanted to see if I could buy a replacement and after a bit of research found they were made by a company called T&G Woodware Ltd based in Portishead. I contacted the company only to be told the mills in question were no longer made. When I explained what had happened I was put through to Fiona Gissing, their Head of Customer Services who informed me these items were covered by a lifetime mechanism guarantee and if I returned them they would be repaired and refurbished free of charge. I did explain that it was only the salt mill that had failed although the pepper mill was cracked when my wife dropped it on our stone floor. She told me to return both mills and they would both be repaired and refurbished.
This I did and sure enough, two weeks later they were returned looking as good as new.
It is so rare these days for any company to give a lifetime mechanism guarantee and even rarer for someone to volunteer that information years after the event to a customer who has no idea such things exist.
A company with ethics that restores ones faith in manufacturers and retailers. Long may they thrive.
Letter dated 17th April 2018
Dear Sirs,
I have one of your Capstone Pepper mills given to me as a present by my Sister when I was 40 years old – that was on the 17th November 1995.
I was a professional chef for many years and my hobby is cooking I have used your grinder each cooking session with maybe 4-5 turns of the mill over 100,000 twists and turns !!!
It still works perfectly and even though my Sister lost the receipt I was intrigued as to if a life time guarantee really ever exists.
I decided to look on the mill at the bottom and there was your name. T & G Woodwear Limited and as most sceptics I immediately assumed it was another Company making promises and then going into liquidation.
When I googled your website I was completely amazed – well done to the founding Directors for making such a policy decision – it’s a shame that other Companies around the world do not do the same and manufacture consumer goods that have pre-set lifetimes to encourage further consumption.
Certainly on the Acrylic mills which are almost impossible to be recycled you are contributing in no small way to saving our planet. Every one should have one !!!!
Very soon there will be public registers on google etc for people to pick a retailer who has made their mark on making sure that we are stopping the plastic pollution of our planet.
Well done !
E-mail dated 12th November 2018
You said that you didn’t think you would get it back to us before Christmas – but you did! It was much appreciated. Thank you again.
Your customer service is brilliant!
Wishing you a Happy New Year.E-mail received 3rd January 2017
.... Finally, Finally, I have found a Salt and Pepper mill that does what it is supposed to do - That is to grind and crush - After years of buying (even battery operated) so called salt and pepper mills grinders, I can honestly say they have all been useless and have been destined to the 'useless corner' ... That is until my daughter, last week, for my birthday, bought me the T and G Apollo matching set in brushed silver...... Now that is exactly what a salt and pepper crusher grinder should be - Thank You - I'm very pleased ... in fact if you want to treat yourself to something unusual and practical, buy your self the Apollo set - Looks good and it works ! !
E-mail received 15th May 2017
E-mail received 10 September 2016
I just wanted to let you know my replacement stopper has now arrived.
Thank you for your exemplary customer service.E-mail received 1st November 2016
Just a short note to express how pleased we were in receiving our newly reconditioned cruet set.
I must say that your after sales service is truly exceptional, your attentiveness to our needs first class.
May I thank you and wish you well.E-mail received 8th November 2016
E-mail received 10th November 2016
Once again I thank you for all the time and effort you have taken to resolve our problem. Amazing service.
E-mail received 14th November 2016
E-mail received 16th November 2016
You have certainly earned five gold stars for effort and perseverance.
I will certainly be on the look out for more TG products in the future.
E-mail received 23rd November 2016
Just a quick e-mail to thank you very much for repairing my salt mill and returning it to me so quickly.
May I take this opportunity of saying that I have been most impressed with your customer service.
E-mail received 8th December 2016
E-mail received 1st June 2017
E-mail received 16th August 2017
E-mail received 27th August 2017
E-mail received 1st November 2016
So, I would like to thank you very much for the the way that this whole enquiry was handled and to say that on this occasion you have definitely exceeded customer expectations.
We just love the TG Woodware range and we have several of your items in our kitchen, they are all well designed, extremely functional and a joy to use.
Keep up the good work and many thanks once again.
E-mail received 28th October 2016
Many thanks for your prompt repair and return of our pepper mill. I apologise for not getting back sooner.
We do enjoy the way in which both the salt & pepper work and thank you for enclosing the illustrated leaflet.
There is no hesitation in recommending your quality products to others.E-mail received 28th October 2016
E-mail received 4 September 2016
Thank you so much, that's so kind. I was already a fan of your products, now I'm a huge fan of your company too! I really do appreciate your help and your fantastic service.
Looking forward to completing my lovely kitchen trolley tomorrow!E-mail received 20 September 2016
E-mail received 20 September 2016
but especially for the accompanying letter. You have been nothing but helpful and
courteous and you are a credit to your company.
E-mail received 11 September 2016
E-mail received 10 September 2016
E-mail received 21 September 2016
E-mail received 4 October 2016
Thank you very much for replacing the defective Pepper Mill – it arrived in the post yesterday and is now part of our mealtimes again!
I really appreciate your prompt, courteous and efficient service. I will continue to recommend the product (and the company) to all my friends and acquaintances.E-mail received 6 October 2016
E-mail received 6 October 2016
Really appreciate your friendly, can do support. It was a pleasure to deal with you.
E-mail received 10 October 2016
As a retired design engineer, I am well able to appreciate a well-made, quality product that does exactly as it claims; which, in this ‘throwaway society’ is very nice to own.
E-mail received 27th October 2016