August 05, 2013

Customer Service ›

Richard has been playing guitar since the age of 8, educated at the Guitar Institute in London and specializing in online consultation and World Wide deliveries for 21 years - Each and every one hand finished bespoke to the customers requirement.

Richards reputation for first class playing instruments and dedicated service goes before him - with customers in most Countries around the World.  In the past 3 years alone Richard has accrued over 1000 testimonials from customers all around the World.  Every single customer dealt with personally by Richard.
Richard only sells guitars he truly believes in - each brand being an Industry benchmark in their price or genre - a view built on 21 years research.
Richard is available most hours for consultation which is provided in a personal but comprehensive and professional manner via the live chat facility.

Specialist guitar advice for 21 years

I (Richard) have been providing specialist advice for 21 years. My previous business Regent Guitars ran from 1995 to 2008, starting with just 6 guitars and closed selling 8-10 guitars a day with a turnover well in excess of £1,500,000.

So why did it close?

In 2008 I closed Regent Guitars and opened Richards Guitars with a desire to get back to ONLY selling guitars I love, that I have a true passion for – which should also mean a volume that I could handle personally from beginning to end – like my previous business USED to be!  To this day the only person I have to rely on is my wife Teresa who liases with all my customers during the order process and I am more worried about letting her down than vice versa - behind every good man as they say!

Regent Guitars had left me disillusioned and “too close” to the reality of how most guitars are sold. I didn’t want to be part of the marketing “machines”. It just wasn’t me and I believe anyone who is truly passionate about guitars and in my industry will know exactly what I mean.   It seems 90% of my industry is hype - so I try and focus on the 10% I truly believe in.

My reputation now spans Locally, Nationally and Internationally with customers from Stratford Upon Avon  to Singapore.

I specialize in a select range of guitar brands—Brands which I believe represent something unique in the market be it value, quality, tonal range or shear beauty.

You may not realise you can buy all solid wood hand made acoustic guitars from as little has £500, even a superb quality electric guitar hand made in the UK from £600!  If you chat to me I will tell you how to avoid the mass produced, over hyped brands and focus your attention to stunning beauty!

Guitars sold on personal passion, not marketing hype

Heard of Eastman, Furch,  Faith, Gordon Smith or Godin?  If you haven’t then you need to have a chat with me before you spend your hard earnt cash on your next guitar.

I am aware that many people do not buy for “quality only” but for image and prestige. If you want a Fender, Ibanez, Shecter, Gibson, Jackson etc. then you are talking to the wrong man entirely (although I do specialize in used examples which will play better than new and won’t lose value on resale) – you can find these products hung on a hundred guitar shop walls around the UK but for me personally they just don't excite me and conversely represent well marketed, over hyped mediocrity.

Just remember when you are talking to the next salesman that he probably cares not for you, but for his employer. His job is to sell you what is hung on the wall – not to ensure you get the very best guitar available in the market.

Want to know about guitars with heart and soul? I am your man. From a quality starter guitar through to World Class hand made guitars.   With honesty and integrity central to my philosophy in life and business I assure you that you are in safe hands and I will guide you based on your needs and requirements. If I can’t help I will tell you and point you to “a man that can”.

Try guitars in a welcoming environment..

I try and make your stay at Richards as enjoyable as possible, which may include boring you to death about the guitars available, their history/pedigree etc. or it may just be you want to spend some time on your own trying out the guitars available. Either way you should find the shop welcoming and totally un-intimidating.

Read: Richards History - From Birth To Now!

Further Communication Improvements

It has been a long standing frustration of mine that by using so many different avenues of communication to spread my message it is nigh on impossible to track and maintain a thread of conversation between all of them.  My communication software which I introduced at the beginning of the year ("log enquiry with Richard" button on the left hand side) has been fantastic and a big help with my general enquiries.  This remain the "official" and "recommended" route to enquiring with myself online. However!  Another new fangled gadget has enabled me to pool all of the streams of content including...


Twitter messages

Twitter @ mentions

Facebook posts

Facebook likes

Facebook messaging


Phone messages


All together in one place!! PHEW!!!!  Not only that but its all sent to my Iphone too so I can get all this stuff on the move.


My I phone was a birthday present and that too has been a massive help so when a customer creates an initial inquiry on the site and I have my phone with me I can just press the telephone number and call the customer back instantly if it is appropriate to do so.

All of this technology continues to help me help you and ensures I can continue to provide my highly personalized service to the standard I am happy with.