Pilgrim Clock Shop LLC — Local services in Menomonee Falls

I recently let these people take two antique clocks to their shop, to give me a free estimate, with the understanding that , and I quote, "we won't do anything to them". When I was called with the estimates, I nearly passed out! $450.00 each clock. I know what they needed, one needed two main springs, and one needed a gear that was "out of round". The Father, also told me that they were both in really bad shape! Funny, they both ran before the one with the broken main springs snapped, and the other will run for short periods of time due to the gear being out of round. Both these clocks have been repaired before by other "clock makers". He then asked for me to give him a credit card number, for a down payment, even after I told him that I was not willing to put that much money into either clock at this time. When I went to pick them up, they told me they had to put them back together! What? Wait, you said you would do nothing to them! I told them I would be back in an hour. When I returned, I found one of the clocks in pieces, They younger man (son) told me he could not put it back together because the main springs were broken! Hey, I told you that! Needless to say, I was extremely upset. After exchanging words, with them about my displeasure, I took my second clock home in pieces, Oh they did offer me a box to carry it in. Now I have one old clock that does not run and one box of parts that used to be a family Heirloom!

Do not take anything to these people! Their prices are outrageous, and they acted like I was the guy who didn't get it! Maybe they are right! I don't get it. all I know is you wrecked a beautiful clock, and never even offered an apology!

This from a man who's son told me the high point of his father's life was when he was 10 and saw Hitler drive by his father's jewelry shop in a parade, in Germany! .................................Really?

I am now looking for a reputable...

Do not use this business. He claims items he sells are NOS (New Old Stock) when in fact they are reproductions. He does this online on his eBay store selling under the name “Clockodile.” There is no way to verify the authenticity of the items he sells online; he knows this as his items are, “No Returns”. He really has no idea what works and what doesn’t using the usual patter, “Oh they made so many clocks, there’s no way of really knowing which clock you have.” (Even after I send him a picture of the make and model? Get real.) He also claims he will “combine” shipping. He never makes any attempt in doing so. Proof? I purchased 3 double sided New Haven Clock Company keys at $19.99 each. I was told these were New Old Stock and would fit my clock. I paid the higher price “knowing” these were keys were represented to be about 100 years old and wanted to keep them with my 3 clocks so each was complete. Then they arrived in the mail. In the box were 3 keys and a pitiful little note stating, “Please leave me feedback so I know they arrived, I will do the same in return.” So I tried the keys out, the two big arbors wound snug, so I left him positive feedback. Then I found out not only were these keys reproductions but he charged $3.99 each for shipping, (failing to combine shipping as agreed to) that’s $11.97 to ship a 4oz tiny box of keys USPS First Class. In addition I found out the smaller arbor key doesn’t fit the F-S arbor. He then refused to communicate, hiding behind his “No Return” policy. And the guy leaves me no feedback apparently because I challenged his unscrupulous business practices. If you’re going to his store, he may be somewhat reasonable since you meet him face-to-face, but behind a computer…watch out. He’s a crook, con artist, thief and a liar. Don’t get bit by...

Very knowledgeable but terrible customer experience.

My experience as a customer of Pilgrim was painful but I have to recognize they know their craft very well. The clock came back in great working order and upon follow up consultation with set-up they were very accurate and effective.

In essence, my read is that if you don't care how much it costs to have your clock fixed and you will only interact with them to send the clock, and provide payment when the service are rendered, then they are a good option. If you either care about what's being done, or about how much it costs, then you're in for an unpleasant experience but a service well rendered.

Why the bad experience:

They don't like to answer questions of any kind. Their mindset was clearly explained to me over the phone when I was asked whether they come in to ask me questions about how I do my own work. Of course they don't because they're not my clients... I am their client, so I ask the questions.

Based on the description of the work that was going to be done, their services seem extremely overpriced. They were clearly upset (and they let me know it) when I asked for a breakdown of what was parts and labor in their estimate. This again was repeated when they sent me a S&H bill that was 3x what it cost me to send them the clock in the first place (they don't like that you...