Excellent customer service - Jake and Peter @ Liberty Mountain

I just wanted to share my recent experience of the excellent customer service I received from Liberty Mountain (Beal Distributor for USA).

About a month ago I found a Beal Ice Line on sale at Just Ropes and purchased it to complete my set of doubles for this Ice Season. When I received the rope it was a different color from what was listed and Just Ropes refused a return of the item. Normally I wouldn't care about the color but having two doubles of the same color is useless. As a result I added this rope to the sale forums on this site to try to recover my costs to buy the right color rope.

After a week or so Jake from Liberty Mountain contacted me through Mountain Project saying that he had seen my post selling the new ice line and that Liberty Mountain would like to make things right and get the correct color rope to me. This was completely unexpected and a prime example of excellent customer service and going above and beyond.

Jake then put me in contact with Peter (Returns Manger) who arranged the return and provided an RMA and even a prepaid UPS label! I shipped my rope on Saturday and received the new one (In the right color!) on Thursday the following week. I am totally blown away by the extremely high quality customer service at Liberty Mountain and would highly recommend them to anyone looking to purchase a Beal rope. I know I will purchase from them in the future and i'm glad to see there are still companies that actually care about their customers.

That is how you win a customer for life.

Thanks for reporting this. Sounds like great folks running things at Liberty.

Definitely the best customer service I have experienced!