Josey Cues - A+ Customer Service...

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Dakota Cues

AzB Silver Member
Silver Member
I ordered an ebony cue from Keith about 8 months ago that I had some issues with after it arrived.

First the decision was made to go with a 58" length instead of the 59" that I originally asked for, in order to keep the weight down. I could not get used to a short cue after playing with a longer cue for so long.

There was also what seemed like a mis-match in woods, as the front of the cue was super dark, but the back end was very grainy. This looked even worse with the contrast of ivory inlays in the back.

Finally the cue (cored ebony with steel collar) was far from the "Hard Hitting" reputation Josey cues have earned.


The bottom line was that I was not happy, but instead of calling Keith like I should have, I tried to sell the cue. With little interest, I decided to give him a call and see what he could do for me. His response was this:

"Our goal is for our customers to be 100% satisfied. It sounds like you are not happy with the cue, so just over night it and I'll give you a full refund."

... and I had my check 3 days later.


WOW... Now THAT is customer service folks! Also keep in mind that this email to Keith went out about 2-3 weeks after getting the cue. Grant it I only had about 2-3 hours on one shaft, and assured Keith that after I cleaned the tip (the shaft was still pristine) the ONLY difference between the two shafts was that one tip was flatter due to re-shaping it. The cue was dead mint, and looked like I just took it out of the box.


The bottom line is that I believe Keith went ABOVE AND BEYOND to make an unhappy customer a happy one, and that says a lot about the way his business (and probably life) is run. He stands behind his product.

Does he get it right 100% of the time? No. But I believe Keith MAKES it right 100% of the time, EVERY TIME!
 
Absolutely incredible, a Josey will be my next cue and it's very reassuring to know that customer satisfaction is of upmost importance.
 
IT'S GREAT WHEN A CUE MAKER STANDS BEHIND HIS PRODUCT AND EVEN GREATER WHEN HE STANDS UP FOR HIS CUSTOMER.

Certainly seems like Mr. Josey is a person that I would like to do business with.

Thanks for the heads up :smile:

Tommyd1
 
I picked up a Josey F-14 a couple of years ago and I wanted to get a matching stick for it. I asked Keith if he would put the floating points on a sneaky pete S-02C and a 30" shaft. Let me tell you he went above and beyond the normal service. Mitch
 
Amazing, since

That is amazing, since Dakota cues will not give you the same courtesy. After buying a Lomax cue, and hitting a few balls, (it had a phenolic tip), I was told it was now a used cue, and it had depreciated like a new car.LOL
He said no way was he going to refund my money just because I didnt like the cue. That was the risk I took by buying something online.
I think I paid $525 plus paypal fees, and was told it was worth $350 to him in the used condition.
I guess what is good for the goose isn't always good for the gander, huh?
 
just kick'n said:
That is amazing, since Dakota cues will not give you the same courtesy. After buying a Lomax cue, and hitting a few balls, (it had a phenolic tip), I was told it was now a used cue, and it had depreciated like a new car.LOL
He said no way was he going to refund my money just because I didnt like the cue. That was the risk I took by buying something online.
I think I paid $525 plus paypal fees, and was told it was worth $350 to him in the used condition.
I guess what is good for the goose isn't always good for the gander, huh?
Click to expand...

Wow are you a sad piece of crap. :crying:

I addressed this in our PM's. I told you that wanting a refund due to the fact that "You don't really like the cue" is NOT my problem. The cue was delivered as described. The fact that you don't like the way it plays is not my fault. I NEVER gauranteed you would *like* the way cue played, nor did I EVER tell you I would give you a refund if you didn't. Like I told you before, that is the risk you take when buying something you didn't try first. Sometimes you don't like it. If that hapens then YOU sell the cue. Do you take your car back to the dealership because it's low on gas, too?

Also, the reason I didn't give you your money back when I sent you a Brand New, Un-Chalked cue, and you wanted to send it back "With some chalk on the tip and shaft", is just plain dumb. I told you what a used cue would be worth, and yes, it's less than a new one. Surprising, huh?

It's funny to see that you stoop to this level. I guess that just shows the fact that you can't please everybody, huh?

Oh, and to clarify, you paid $525 TOTAL, because I showed you how to get around the PayPal fees. Why don't you at least try and get your story straight. LOL!!!
 
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Dakota Cues said:

I addressed this in our PM's. I told you that wanting a refund due to the fact that "You don't really like the cue" is NOT my problem. The cue was delivered as described. The fact that you don't like the way it plays is not my fault.
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not to start a fight but wouldnt this apply to ur situation with keith as well? there was nothing wrong with the cue other than it was not what u prefer to play with. there was only one change that u mentioned (59 to 58 inches) and that was discussed and agreed to before he did.
 
Danktrees said:
not to start a fight but wouldnt this apply to ur situation with keith as well? there was nothing wrong with the cue other than it was not what u prefer to play with. there was only one change that u mentioned (59 to 58 inches) and that was discussed and agreed to before he did.
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No, that was not the only issue with that cue. The ebony Keith used on the front was fine. The stuff on the back of the cue was sub-par and very grainy. I paid a premium for what was supposed to be his "Last" piece of jet black gaboon ebony. Apparently he only had enough for the forearm of the cue. There was also an inlay that cracked (Keith would have replaced/shipped this on his dime, no questions asked), and an issue with the weight as well.

Regardless of what happened with Keith, there is a HUGE difference between buying a cue from a cuemaker (which I am not) and just buying a cue (that you wanted) off the secondary market from somebody. The cue was delivered as described, and in brand new, un-chalked condition. There was no gaurantee that he would like the cue (how the hell can I promise that?), nor was it EVER said that I would give him the refund price on a brand new cue when the cue is now used.

Like I told him in our PM's, it's not my fault you don't like the cue, but since it's not in the same condition I sold it to you in, I am not willing to give you back what you paid for the cue.

It's sad that he wants to air this here, but I stand behind my decision. In fact, if he would have sent me an email that he didn't like the cue and sent it back to me in the SAME condition, I would have refunded his full purchase price. As it is though, he decided he liked it enough to play with it, so he owns it now.
 
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Typically, a cue will be returned for not being as described...weight not quite what was listed, overall condition worse than described, shaft diameters off...warped. Cues are generally not guaranteed for 'play'. How could one be?!!! Everyone has a different playing style and preferences. I cannot think of too many, if any, who will accept a cue back just because the buyer didn't like how it played.

Obviously, Keith must've felt that there were enough 'issues' that Mike was unhappy with, that it was just good business to refund Mike's monies...and quite frankly, that was between Mike and Keith. Even though it was a disappointing experience for Mike, (and I suspect for Keith as well), it does occasionally happen; he was gracious enough to give kudos to how he was treated by the Joseys.

As to the buyer of the cue...being happier with the cue could be as simple as a tip/ferrule change...even just changing a tip can make all the difference in how a cue 'plays'. I bet there are not too many here that you will find that has not had a similar experience with purchasing a cue that they were not ecstatic about. Buyers need to learn that as the initiators of a potential deal, they need to accept partial responsibility for that deal...learn to ask the right questions, and make sure that the terms are crystal clear to both parties involved.

Lisa
 
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I would just like to add that my experiences with Keith and Sherri Josey have always been positive. I was treated like gold when I purchased my first Josey. I then stupidly sold that cue, and had contacted them on another project, that I then couldn't pull the trigger on because my reality went a little sideways...still treated me like gold. I still got, and continue to get, a card at Christmas from them every year.

On my latest Josey project, I was treated like platinum, IMHO. I could not be more delighted with not only how the cue turned out, but with how it plays as well. I have not picked up another cue since receiving it...and as fickle as I am, that is saying a lot!...LoL!!!

Keith and Sherri want their valued customers to be happy with every aspect of their 'journey'...and will do everything within their power to do so. I would NEVER hesitate to recommend them to anyone looking for a finely crafted, stiff playing cue. I am proud to be a Josey cue owner, and an 'extended' member of the Josey Custom Cues family.

Lisa
 
Last Post - Then Welcome To My Ignore List!

Lisa,

Thanks for the input. Again, it's sad that this guy thinks hijacking this thread and airing this here was a good idea. The bottom line is that he was unhappy with a cue that was delivered as described, and wanted to return a cue in used condition that was sold in Brand New condition, and I told him no. I've wasted enough time on him, and it's detracted from the intent of this thread. I've placed this guy on my ignore list, and will report any future hijacking posts he makes here.

Keith did make things right by me, and I wanted to post that story to show just how great it was to see how he went above and beyond on our deal. Regardless of what happened with this one isolated cue, the fact still stands that Josey cues has demonstrated some great customer service!
 
Hummmmmmmmm

Hey Mike,

My question to you is this, If Keith had chose not to give you a refund
on the cue, what would have been your response ???




Thanks.........Paul
 
samsarakid24 said:
Hey Mike,

My question to you is this, If Keith had chose not to give you a refund
on the cue, what would have been your response ???


Thanks.........Paul
Click to expand...

Well, if you remeber, I had the cue listed for sale here and on eBay. I would have taken a loss on it, but would have sold it myself.
 
Let it go Dakota

The facts are, I ordered a 17oz. Lomax jump break cue, with Lizard wrap(nowhere did you specify that it was a lizard print).
The facts are I paid $525 plus paypal fees of $15.53.
The facts are I received an 18.1 oz. Lomax jump break cue, with a leather print lizard wrap.
The only chalk I mentioned to you was on the phenolic tip, which I am sure would come off.
Also, I have a Lambros with elephant ear wrap, and I can assure you it is genuine, and for $525 I did not expect a print.
You were such a pr!-k when I contacted you I did not push for a refund.
So get your skivvies out of a knot and get on with whatever you do.
 
Thanks for all who actually commented on Keith's service, as that was the intent.

Also, I noticed that idiot made a few more posts (probably more crap) again, but I don't even care enough to remove him from my ignore list to read them. LOL!!!!

I'm done with this thread. Hopefully he/she is, too!
 
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Hi,

Keith played it right. If you always give the customer the benefit of the doubt, the bad press will not happen. No matter if it is your fault or not, you won't get far arguing with a customer even if you are right.

This post is an example of why I believe you are always better off selling cues that are finished and can be hit before they are purchased.

Rick
 
I also admire how Keith handled that situation. I have a break/jump coming in from keith at the end of the month. So far he has given me good service and updates, as the cue is expected at the end of the month. And I bet it will be made just how I want it as expected. I will keep doing business with people like Keith because good service is important to me. And it should be important to you too. :thumbup:
 
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