I want to take a moment to highlight an example of outstanding customer service that is all too rare these days. Earlier this month, my Walpole pergola was damaged in one of the Nor’easter storms. The high winds dislodged two of the columns from my concrete patio. The pergola was installed by Walpole in 2012, and I when I walked into your Warwick, RI store the next day to inquire about warranty coverage, I was unsure what to expect. Is this something that WW would stand behind? Or would I be faced with an expensive repair? If so who would do the work and would it endure?
Two days later, Matt Ziegler contacted me and told me he’d make it right. He prioritized my project and had a crew at my East Greenwich home within hours to take the pergola down. They took the columns back to your shop and had longer steel installed, so that they could be mounted deeper below the concrete. Within ten days, the pergola was reinstalled on my patio, and it actually looks better than before since your crew took the time to clean the pieces and remove some algae that had discolored the lattice.
I have told all of my friends and professional contacts how well Walpole Outdoors handled this matter, and I am grateful for your company’s fine response. Please see to it that Matt Ziegler gets the recognition he deserves, and extend my appreciation for this work to the entire crew.