Standing Behind Our Customers, Even When Things Go Wrong

Running a small startup means accepting that not everything will go according to plan. While we always hope for the best, unexpected challenges are simply part of doing business. Some days you move forward, and some days you encounter setbacks. The important thing is how you respond.

Here's one example.

Each mallet 
head is cut 
separate.

Recently, we handcrafted two custom polo mallets for a customer. They were built to the customer's exact specifications, including a custom length and finish. We took our time to ensure they met our highest standards of craftsmanship, quality, and appearance. Once they were completed, we carefully packaged them and delivered them to the shipping carrier.

About a week later, the customer contacted us because the package had never arrived. We immediately began investigating the shipment. Tracking showed that the package had been accepted by the carrier on a Monday, but after that initial scan, there were no additional tracking updates. It simply disappeared from the system.

We worked closely with the carrier to determine what had happened. At first, we were advised to wait because they believed the package might still be in transit. Unfortunately, after a few days, it became clear that no one could locate the shipment. There were no additional scans, and the package was ultimately considered lost.

We spend
hours handcrafting
the mallets.
These were he
ones lost. :(

From our perspective, neither the customer nor our company was at fault. We fulfilled our responsibility by carefully crafting the mallets and delivering them to the carrier. However, that did not change the fact that the customer never received the product they ordered. Because customer satisfaction is one of our core values, we honored our commitment and issued a full refund. 

As a small startup, situations like this are costly. We had already invested many hours designing and building the custom mallets, purchased the materials, paid for shipping, and made the charitable donation associated with the sale. Refunding the order meant absorbing those costs ourselves.

Even so, we believe that trust is worth far more than a single sale. Our goal is to build long-term relationships by standing behind our commitments, even when circumstances are beyond our control. We want every customer to know that we value their satisfaction and will always strive to treat them fairly.

Challenges like this are part of running a small business, but they also reinforce the values we believe in. Our customers remain at the center of everything we do, and we will continue working hard to provide quality products, honest service, and an experience that earns lasting trust. While we cannot prevent every unexpected problem, we can always choose how we respond—and that response reflects who we are as a company.nd the best experience possible. Long-term values is much more important than short term value.