We do not have enough space on our web site to publish all of the precious letters we have received from 35 years of satisfied customers. We chose to publish only one letter that is sure to make you chuckle and will also give you a small sample of how we service all of our valued customers ...
The following letter, from Mr. Brian Ingle, was also published in local media.
"She was tall, slender and beautiful. In my need I reached for her. I seized her and pulled her towards me - she resisted. With rising passion I pulled harder, still she resisted. The lust of urgency took hold, a red film formed over my eyes as we struggled, I lost control and something snapped. Suddenly she went limp in my hands. I stared in shock and horror at the broken body before me. My beloved #5 weight Fenwich fly rod was broken about a foot below the tip.
I only admit to the stupidity of my actions because of the subsequent happenings. My first move was to take the rod to Berry's Bait & Tackle in Richmond, hoping for repair. They informed me that any attempt to repair would reduce the rod to the quality of a garden stake, but instead of trying to sell me a new rod, suggested I return it to Fenwick. Not only did Berry's not try to sell me a new rod, they supplied me with a mailing tube to return it to the second heroes, Fenwick.
Because breakage was totally my fault, and had nothing to do with design or construction flaw, they offered to replace it for a nominal fee with one of higher quality and new design in order to maintain customer goodwill. This offer was accepted and alacrity, and now this fickle lover has a new plaything. Congratulations to Fenwick for their great customer service policy, and to Berry's for passing up the short term gain for long term customer loyalty."