Brought the works for our Shaker-style 'grandmother' clock for repair. He sent me home to get the pendulum, for he wouldn't work on it without it. When I went back to collect the repaired clock, the pendulum wasn't with it. He denied he had it, so I described it in detail. He came back and said he didn't have it, that I never brought it in. Luckily I knew who'd built the clock (furniture builder who used birdseye maple), called them up, only to learn they'd retired. But they found a pendulum, sold it to me, and the clock lives. It will NEVER go back to Kappel. Now our wedding present clock stops randomly, and it will go to the 'other' shop on Willy Street, not a chance Kappel will get his hands on it.. read more

I went to this clock shop with my broken Ethan Allen triangle clock. The man that runs their shop knew exactly how to fix the front so it stayed on again! I spent so much money on this clock then they put something on the front that's so cheap and snapped right off! This shop owner had no problem with that! Very good experience, I don't know where people get this man is rude. He he's very nice! I was very happy with my experience. read more

TLDR; Horrible horrible business practices. Extremely rude. Avoid purchasing their clocks at any cost. All the negative reviews are entirely accurate. You can see my previous review. I absolutely loved this store. I had no idea why everyone was complaining about "rude owners." Now I understand. Let's just put it this way. I've bought three different clocks from this store. Two out of the three broke within four months I'd purchase. The first one that broke, they fixed it no questions asked and did not charge me. This was about seven or eight years ago. That is what prompted me to write such a glowing review. I came back because I wanted a grandfather clock for my new place. Found a nice 6 foot grandfather clock made in 1911 that fit my budget and looked all original. I paid about $1000 for it, which in retrospect was WAY too much. But the gentleman who sold it to me told me he guarantees every one of his clocks for at least one year. I figured it was better buying a clock from a reputable store that I already knew and trusted versus trying to buy another clock on Craigslist or an antique store. Boy what a mistake. One night while I was winding it, the chain completely broke, sending both weights crashing down through the floor of the clock. Now mind you, I'm extremely OCD and very careful with my antiques. I've been collecting antiques since I was 10 years old going to garage sales and I know how to be careful around fragile things. I was winding the clock exactly how the gentleman at the store showed me how to wind it. I took it back to the store and he told me that this happens all of the time. The chains get weak over time and can often break without warning. He assured me that I was doing nothing wrong and stood by his guarantee that he'd warranty the clock for a year. I was ecstatic. Fast forward about two months. I finally get a postcard in the mail saying my clock was ready and that it's cost me $89.68 for the repairs. I was a little confused at first but thought maybe this was an honest mistake. Maybe they forgot it was warranty work - no biggie. After renting another uhaul and driving it to the shop, I saw the clock had been repaired and it was ready to go. He led me to the counter and asked me to pay the $89 for the repair. I reminded him that I bought this clock less than a year ago and was told they would guarantee it. Suddenly his tone changed and I saw his true colors. He told me that "the warranty covers a lot - sometimes $300-400 of work" but that he wasn't going to cover it because the of what I had "done to it" claiming the clock was "abused." He claimed that I had "yanked on the chain too hard" which caused the chain to break. Wow. Wow. Wrong choice of words sir. I had NOT abused the clock. I was very careful when winding it, making sure to follow every single instruction they gave me to ensure the clock would stay in its original condition. I'm very careful with my old things and I spent over a grand on that clock and treasured it. For him to come to me and tell me I abused the clock? But when I assured him I did not abuse the clock, he replied "I've been repairing clocks for 51 years and I know when a clocks been abused. I cautioned him that his store has countless negative reviews online and that he should consider changing his attitude. He simply replied "well I'm already so busy with the business I'm getting so I don't really need any more business." Fine. I came back the next day to talk it over with him once more. Once again, he was rude, patronizing, straight up called me an idiot for not knowing how to wind the clock properly. I asked him why this wasn't explained to me when I bought the clock, he insinuated that I lacked common sense and intelligence. He claimed I "threatened him" and kept talking as if he believed I was going to take him to court. I told him I'd just get my clock repaired over at Brumley's from now on. He bad mouthed that business and seems to think he's a god when it comes to clock repair. He said this is basically a hobby for him and that he doesn't care how he treats customers. I won't be returning ever again. I hope this place rots to the ground. There are FAR better places to get clocks repaired. In terms of purchasing them, buy at your own risk. You may end up with a lemon that has not been cared for while it's been withering away in this dusty old shop. There are other places to get clocks - even if you have to drive to another city. It's worth it to avoid the headache I've been put through. read more

Update from 2020: After my purchase I had *nothing* but problems with my clock. I had to take it to shop more often than I had it in my home. Mr. Kappel repeatedly blamed me for the problems and he was so rude he told my husband to "remind her the clock has to be wound to work" (This is a Howard Miller 7 day key wound chiming clock). I started recording what the clock was doing and even then the employee and Mr. K said I must be doing something when I transport it. I said I was contacting Howard Miller and immediately tone changed, "Bring it in and we'll look at it and fix it." I did contact Howard Miller and found out the clock was built in ***2009***! They sold me a 10 year old clock!!! I found a certified Howard Miller repair center--this kind, friendly store and people. The clock was cleaned and a piece replaced--the clock has now worked perfectly for a year! As much as I love clocks and listening to the clocks @ Kappel's I will never return. read more

do NOT go to these guys ever! Brought a clock in a couple years ago and they claimed they would have to charge me $600 and totally replace the inside. When I pushed them further, he said it would only be good for another 10 to 15 years as well.I've had the Clock at home, oulwd it, and for over two years it works fine Went there today to get a minute hand on my late fathers $200 ships bell clock. I asked for a claim check, very rudely, said we've been in business 51 years we don't give claim checks. He gave me his business card, and I said, but this does not prove you have my clock, he went back got my clock took my address off of it and said take it somewhere else. Very very rude stuck up assholes. read more

We had an incredibly racist encounter that forced us to quickly walk out of the shop. From the moment we walked in we were followed around and then harassed. If you're not white be warned. If you read other reviews you'll also see that women have had issues with sexist encounters. Think about the kind of business you'd be patronizing if you decide to shop there. read more

Owners definitely need better people skills. It is sad because it is a neat place with some amazing clocks for sale. Madison has very few clock repair options. I have been there 4-5 times and they have been rude every visit but one. That was when I purchased a clock....which quit working after 2 days. I took the clock back and he said "We don't sell clocks that don't work". Luckily I had the receipt. He took the clock and walked away. Never said a thing. I called back in 6 weeks and he didn't know what I was talking about. I decided to stop in and he found the clock. Again never said a thing to me...just put the clock down and walked away. I wasn't sure if I owed anything so I stayed until he came back. He just grunted and walked away again. I guessed that I didn't owe anything and left. Another visit was for a repair. It was an antique carriage clock from Asprey jewelers that I purchased in London. He told me that I should never have bought it and he would not work on it. I took it to another shop. They changed me $55 and it works perfect. Hmmmmm. read more

Asked clerk to recommend someone who could do repair work on an old tall-case clock. He said it would have to be brought into the store. Really? This clock is 200+ years old and over 6 feet tall. So he said "Google it." Yup, that was his best suggestion. read more

Brought in a 1938 alarm clock that only had sentimental value. He told me it would cost $400 to fix without even looking at it. I finally took it to an Amish clock repair guy who simply cleaned it and only charged $15. read more

If you look at other reviews for this shop, you will notice that the men gave this shop 5 stars and the women gave it 0 stars. My husband and I had the same experience. When he spoke with the two men, they were helpful and accommodating. When I spoke with them, they were rude, condescending and treated me like I was an idiot. They obviously have a problem dealing with women. I will NEVER recommend this shop to anyone. In addition to the horrible customer service, the clock doesn't work like it should. I will definitely be looking for another place for clock repair. read more

Amazing place. Almost like a museum with all the time pieces represented!!! Excellent repair reputation too. Worth every penny you decide to invest in your new clock... unlike E-Bay rip-off's!!! Pricing from $100.00 to $10,000.00+ and everywhere in between! read more

Horrible service! The two guys working there are so rude. They acted like I was stupid because I didn't know anything about clocks! They spoke very condescendingly & seemed like they just wanted me to leave so they could go back to their conversation. I don't know about their quality of repair work, because I chose not to go back, obviously, but if it's anything like their customer service then it is awful. read more

Received great customer service for dropping off my cuckoo clock and reasonable for repair. Put another cuckoo clock on hold to go back and pick up with other clock. read more

Took a clock in to get fixed and knew nothing about it. Very helpful and informative; 3 week turnaround.

Yes, this guy was very rude, yes he was correct that clocks get dirty, but the way he said it was rude period. Evidently he has the most expensive clocks in the state, most likely his clientele pays humongous prices for his clocks that he is able to offend other customers that are not forking out grands of money. But, that still does not give him the right to be rude. read more

Mr. Kappel knows his stuff! He refurbished an antiques clock for us and also researched the history of the clock and clock maker. He took time to explaine how to care for it, wind it correctly and how to adjust if running fast or slow. To top it off, he carried it to the car for us! We will be back! Thank you, Mr. Kappel! read more

This is the third clock over the years that I have taken to Kappel's for repair. Every time the gentlemen working there explained what the problem was, and fixed it in a short period of time for a very fair price. I was treated like a valued customer each time. I highly recommend them. Thank you Kappel's!!!!! read more

If you like being treated poorly and as if you are incompetent, then this is the place for you! If I could give negative stars I would! My friend and I went in there to see if they could fix a pocket watch I had, and see if they had a part for her grandfather clock. Right away the owner seemed annoyed we were even in there, like we were bothering him and his employee, (They were just sitting in chairs talking). This was my first time in there so I didn't know they couldn't fix watches, but the owner still examined my pocket watch, and after telling me "You will spend $200-$300 fixing this $25.00 watch" hands it back to me says, "Well, that takes care of that", and sits back in his chair. Now, my friend shows them the part of her clock asking if they can fix the part or give her a new one, they say she has to bring in the actual clock, so they can see what they can do. They ask her what kind it is, but her answer that it is a grandfather clock is wrong because her clock hangs on the wall, and doesn't just sit there on it's own, so it can't possibly be a grandfather clock!. They acted like we were so stupid for not knowing anything about clocks! Sorry, that's why we had come to you, you are supposedly the "experts" on clocks! I would NEVER recommend this place to anyone! Find a different shop to go to!! read more

I live in the neighborhood and so manage to stop in a couple times a year. If you like antique clocks... This is the place to be! Some of the grandfather and tall case clocks here are massive... And an endless assortment of table, shelf, wall and mantle clocks... All beautiful. I have had repairs done on my antique grandfather clock and a couple other clocks by Kappel's and have been very pleased with the service. I would highly recommend them to anyone needing clock repair... Wanting to purchase a clock... Or just wanting to take a step back in time(pun intended)and browse. Try to get there on the hour when all the clocks strike their chimes... It's a delight! read more

On the recommendation of a family friend, we took an old mantel clock in for repair. The clock has been in the family for decades and belonged to my wife's late father. After waiting 4 months to hear back from them, my wife called them. The man she spoke to was rude and condescending, telling her that since we had another clock repair person look at it first, they would not touch it, Why they didn't tell us that right away...who knows. When the clock was picked up, there was no explanation for not calling us right away. I think they really didn't want to take the time to deal with us. Never will we set foot in that place again...and we suggest you do the same. read more