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Ordering a quilt a few weeks ago, I was in a huge Long Covid flair, particularly involving thinking.
UGQ noticed I mistakenly ordered two quilts, contacted me, and ironed out the problem.
The care and kindness (through the years) is deeply appreciated.
Integrity is likely found in virtually all of the cottage industries represented on this forum. It dang sure is present with UGQ, consistently.
Thanks for the good words and info about UGQ. Good to hear another story of the type of folks here on HF. I too have been more than pleased with the feedback and attention I have received from each of the vendors I have given my business. Best to you and UGQ.
UGQ has been excellent to deal with I have a set of their 20 degree quilts and could not be happier. One, do to my error in ordering, had to be modified and they did it quickly and with excellent work.
I have several tarps from Paul including a recent custom Hanger 13 that he designed and made for me. Always great to deal with and takes time out of their busy production schedule to answer emails and take on special projects. Customer service like that goes a long way. I wish they made an UQ for my RR...
What a great firsthand experience to share about one of our great cottage vendors!
kris
I own several pieces of gear from UGQ. The quality is impeccable,and from the ownership on down to the crew that produces those works of art,all are a treasure to their consumers.Top Shelf !
I've done a lot of work on customer loyalty for my job. The research on customer experience shows that there are three general principles that drive loyalty: Empathy, Responsibility, and Generosity. With empathy, there are best practices such as "listen to learn" and "make a human connection". With Responsibility, best practices include "discover the real 'job-to-be-done'" and "follow up". With Generosity, best practices include "share insights openly" and "surprise with unexpected extras". My experience with many cottage vendors is that they try to do these best practices naturally, whereas big box retailers and the like aren't really "wired" that way.
Anyway, I like that this thread uses the word "integrity" because that's what all of us expect from places we buy stuff from. I love my UGQ Zeppelin, and have had absolutely zero issues with either the product or customer service (which I haven't had to use).
We've got several excellent quilts from UGQ, plus one on order. Paul has always been very kind responding to my emails and my questions about his various products and possible configurations.
I have yet to buy a "retail" UGQ - all mine have been from the For Sale forum. The two I bought there, a 0° and 20°, are excellent.