Dear T&G,

I feel I must let you know just how your help and correspondence has impressed me.

From the first call I made to you about a fault with a salt mill you were very helpful, thorough and pleasant. You did exactly what you said you would do. The salt mill arrived back fixed within a few days, in fact the day we were heading of on holiday, hence my slow response.

The letter that accompanied it was probably the nicest letter I have ever received from any customer service department! Indeed so often even to get beyond an answerphone message to talk to a real person is rare.

What a lovely surprise to have a well written letter accompanying the repaired mill.

I hope you will continue to deal with your customers in such a professional way, going the extra mile, it really is appreciated.

Thank you once again.

Dear T&G,

Thank you very much for handling my enquiry so promptly and for forwarding the replacement pepper mill. I’m sure as you’ve said, this was an exceptional case and I look forward to continued use of both salt & pepper mills.

Thanks also for your concern and apologies throughout, but these things happen from time to time....what matters most is how the situation is dealt with as soon as the problem is made known, and in that regard your attention has been exemplary.

May I wish you also a good weekend.......and thanks again.

Dear T&G

I am writing to let you know that the replacement CrushGrind® millstone you sent arrived last week and it did indeed solve the problem we were having with our pepper mill. I also wanted to let you know how very impressed we are with your customer service. We bought our pepper mill more than 25 years ago and, with no receipt, we had no expectation that the millstone mechanism would be replaced free of charge. I remember at the time that I looked at a lot of pepper mills before I found our T&G stainless steel version. I thought at the time that it was the best I had seen and the intervening years have only confirmed this for me. I suppose then, it should not have been a surprise to me that a company that makes such a great product would also have superior customer service. Thank you so much for helping us restore our much loved and well used T&G pepper mill.

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.

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 17^th 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 !

Dear T&G

We bought our CrushGrind® mills in 2013 and they are the best mills we've ever used, regardless of which salt or pepper we put inside. We have had the odd accident (I dropped the salt recently), and T&G have been brilliant in terms of both customer service and repair. I would highly recommend both the mills and the company.

 

Thank you so much for repairing and returning our salt mill under the lifetime guarantee. It is now working perfectly.

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.

Hello T & G Bristol... :-)
.... 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 ! !

I just wanted to let you know my replacement stopper has now arrived.

Thank you for your exemplary customer service.

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.

I received replacement salt pepper grinders today. I am delighted with them. I really did not expect you to replace them but thank you very much for doing so and for your excellent customer service.

Thank you so much for your reply, I will be delighted to receive a new peppermill, as shown in your picture.
Once again I thank you for all the time and effort you have taken to resolve our problem. Amazing service.

Arrived when you said, installation was easy as you advised, customer service second to none ... thank you very much indeed ...

A very big 'Thank you' for the new pepper mill which arrived yesterday.
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.

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.

Wishing you a Merry Christmas and a Happy New Year.

just to thank you for the replacement pepper mill which arrived yesterday(especially Fiona Gissing for all your help). Refreshing to see a company who stands by its product and guarantee with no hassle to the purchaser. Once again many thanks.

Just wanted to leave some feedback. I have had the best aftercare customer service possible. After having both T & G salt and pepper mills for 8 years, a replacement part was sent and received within 48 hours and most amazingly free of charge. Perhaps you could set up training in customer service and after care for other. Thank you.

I phoned up last week and spoke to Fiona further to the perishing of the rubber cap on my Stainless Steel Apollo pepper mill which must be 10+ years old.I was very impressed by the customer service shown by Fiona including product knowledge and replacement of the caps which fitted perfectly ... as Fiona had foretold.I was so impressed I felt the need to buy a spice mill from your company - which I hope will last just as long,Thanks again.

Just a quick line to say I received my refurbished pepper mill back today, and to say many thanks for your fantastic service. I am most impressed both by your responses and the speed of return of my unit. Many thanks again for a great service.

Good afternoon Fiona, This is just a short message to confirm that the new mechanism for my salt mill arrived by post this morning. As you can see from the pic below I've fitted it and the mill is now as good as new.
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.

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.

Thank you for your excellent customer service. My pepper mill is now working much better. It is rare to find a company that has such good follow up and service. I would not hesitate to recommend you to my friends and family. Many thanks

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!

You have made my day! The salt mill has arrived, and I’m really pleased with it. I feel reassured that there are still good people and good companies in the world. Thank you again.

I just want to say thank you for the safe arrival of my salt mill...
but especially for the accompanying letter. You have been nothing but helpful and
courteous and you are a credit to your company.

Many thanks for the washer which arrived this morning. Peppermill up and running. I must say your customer support is some of the best I’ve come across well done – most impressive.

Thank you very much for repairing our pepper mill, we were very impressed with the efficient way this has been handled.

We recently purchased a Pride of Place teapot after much searching and trying many makes and styles. After two weeks of use we can honestly say this is the best one we have owned. We now know from your website that it is dishwasher safe - great result all round. Thanks.

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.

Thanks so much for manufacturing a sugar bowl in the Pride of Place range - have immediately ordered one and will pass the news around.

Thanks so much for my new spare parts. It works a treat now.
Really appreciate your friendly, can do support. It was a pleasure to deal with you.

Just to let you know the replacement jar arrived yesterday morning and to say a big thank you for your excellent and quick support.
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.