Amazing Customer Service From El Paso Saddlery

[Riverkilt]

So rare these days. Here's the story.

I live in the most remote city in the continental U.S. So going to town is big stuff for me. In late August I was through Phoenix and stopped at a gun shop to look for a holster for my new PF9. The clerk handed me a holster in an El Paso Saddlery bag that was marked for a PF9. The holster in the bag looked right. But it wasn't. Someone put a similar holster (turned out to be for a Ruger LPC) in the bag.

Well, I know new leather is tight but after working it and working it in all the standard ways I could only loosen it enough to get the PF9 in it if I took the tension screw completely out of the holster. Even used Buffalo Butter on it to soften it up and stretch it some more.

Yeah, I'm stubborn...I'm gonna win this fight. Finally got smart enough to look at the EPS website and see that what I had didn't match what the label on the bag said. The initials LPC were on the back of the holster. I emailed El Paso and the immediately wrote back and said they'd replace the now well oiled and well stretched holster with a brand new correct one. No mention that the holster I bought was now probably useless even as a used holster for an LPC. No mention of it was probably some clerk's fault at the gun shop - tossing the wrong holster into the wrong bag (it was an old looking bag). They just made it good.

When I sent the old holster in they called me on the phone (!!!) not to go over the return, but to double check that they were gonna send the right holster for my PF9 in the color leather I wanted.

I'm just not used to unquestioned customer service like that...expected them to tell me to work it out with the gun shop.

Am I gonna buy more stuff from them? You betcha!

 

[Blacksheep]

I will definitely put them at the top of my list. It is refreshing to see there are still businesses that provide true customer service!

 

[walt629]

Similar experience with Ross Leather Products. I picked up an OWB belt slide at the local gun shop for a company I never heard of but I thought "what the heck. Nice quality and the price is right" so I picked it up for my XD. Nothing fancy. Brown leather, polished on the outside and unpolished leather inside. Got it home and the workmanship is absolutely top notch. But when I put it on my belt and started to see how it felt through the draw, I noticed the front sight was hanging up. There is no sight channel molded into the leather. The rest of the fit to the gun was impecable but the snagging on the front sight was a no-no in my book.

I got the paperwork that came in the holster bag and sent them an email along with a couple of pictures showing them what my concern was. I got an email back in 2 working days with a return address and a phone number to call. To my surprise, they are located over in Tampa, so I gave them a call to see what could be done.

I had a very nice conversation with Theresa Long that told me she was going to put me in touch with a gentleman that would be able to help he. She explained that his hours were somewhat different and asked if an odd hour cal was okay. No problem. The next day I get an email from a gentleman giving me a range of times I can get a hold of him. I called. We had a conversation of what the problem was. He explained it was a new style for them so he figured thee would be bugs to work out. He told me he would take care of it.

Less than 2 weeks later a package shows up. Inside was one of the most beautiful leather molded belt slide holsters I've ever seen. Dark rick brown hide, tan double stitched lacing, molded for a nice firm fit and a molded sight flute. Very nice. And a letter apologizing for the inconvenience I went through, thanking me for the conversation and it was signed by the owner of the company. The guy I taled to was the owner of the company and the one in charge of the custom leather shop. He's located in South Africa and designs all the "Western" quick draw holster rigs.

Yeah! I was floored! All they wanted form me was the old holster back.