Disappointing Customer Service After Shipping the Wrong Product
I rarely leave negative reviews, but this experience was extremely disappointing. I ordered what was advertised online as 9/16" Vintage New England Ropes Sta-Set for my sailboat. After receiving the rope, it became clear that it did not match the product I expected. This started a long and frustrating process of trying to determine exactly what had been supplied. Rather than relying on assumptions, I contacted New England Ropes directly. Their customer service informed me that 9/16" Vintage Sta-Set has not been manufactured since 2001, making it impossible for the product I ordered to be genuine Vintage Sta-Set in that size. Unfortunately, I had to spend a significant amount of my own time researching the issue, contacting the manufacturer, measuring the rope, and searching for a suitable replacement. I also incurred additional costs because I ultimately had to purchase replacement rope elsewhere. What disappointed me most was not the original mistake—mistakes can happen—but the lack of clear communication afterward. I expected the company to acknowledge the issue and work toward a fair resolution once the facts were clearly established. I never heard back from Rope & Knots. In the end, I chose to purchase my rigging from another supplier who took the time to answer my questions, make recommendations, and provide confidence in the products they were supplying. I hope this review encourages improvements in product accuracy and customer communication.