September 14, 2010

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!

UNHAPPY Customer

Nope, this isn't one of those things where I turn it all around and say "here's the happy ending!" or "what a wally!!" but just one of those scenarios that you just don't know how it gets to "that point".

I received an order for some of my new timber tone plectrums.  I recently decided to allow customers to buy a few accessories online and to be frank - I really shouldn't have.  My focus is on guitars of course but with a letter box right on my doorstep (literally) I thought it wouldnt hurt.  I think this story is reminder to myself to remain focused on what I do and what I love - and not to extend myself beyond that point.

In came the order - out went the plectrums (I think the order value was about £10).

First I knew of a problem was a customer wanting to know where his plectrums where.    Unfortunately that week was a bank holiday week, then I was at Center Parcs for an extended weekend away.

Regrettably I have simply forgotten to re-send the order as thankfully I have been emmersed in guitar enquiries and sales which I cannot excuse is my focus.

I have decided that following this problem I will only sell accessories ALONGSIDE/INCLUDED WITH guitar orders.  You try and do what you think is right but also have to learn from your mistakes.

You would think that to be the end of the story but today I contacted my server guys about problems I have been having with emails - I even sent an email to myself which didnt come back to me - so I knew there was an issue... they explained that there was a problem with "spam assasin" which is my spam filter.

When the emails started coming through (backlocked on the server)...

I received the letter (shown below) from the understandably upset customer.

I am printing the letter in order to illustrate that I am not afraid of being up front and honest about the " you know what hitting the fan".  I am human, try my best at all times and am deeply sorry when it may appear I am anything but professional in my approach.  It also demonstrates that it is good to see both sides to a story.

Here is the letter...

Dear Richard,

Once again you have not responded to my e-mail to let me know where my order
is up to. I am perplexed as to why you have ignored my e-mails nor sent my
order as agreed when we spoke on the telephone on the 8th September 2010 and
discussed this matter. I am very disappointed with your service,
particularly as I used your shop on recommendation from a couple of members
of a guitar forum. I will be informing the appropriate members of that forum
of the standard of service that I have had and will also be pursuing a
refund should my order not arrive by Tuesday.

I have used the internet for many purchases over the years and unfortunately
this is the only time I have had to pursue an order. What is particularly
disappointing is that we have actually spoken on the telephone about this
and whilst I took your excuse that you were on holiday and then had a day of
on your return at face value, I have still not received my order despite you
taking payment on the 28th August and your reasurances when we spoke on the
8th September that you would ensure it would be sent out.

Please can you look into this matter and ensure that I am contacted by
telephone with an update. My duty telephone number is **********. Should I
not receive the goods paid for I will be instructing my credit card company
to reclaim the payment.

The e-mails and order details are all documented below for your information.




So to Chris, my deepest apologies.

Chris will of course be receiving a refund today and I am adding a further £5 for his inconvenience.

Well thats life - you can't please all the people all the time - however hard you try.