I commented on this issue earlier and have read a lot more posts about consumer rights, Trading Standards, (almost 'compare the bloody meerkat') and how the o/p should have recourse to follow TS rules to the letter and demand a level of service to satisfy his claims etc .
But the moment Heritage mention the very same organisation and rules, most on here go into one and claim they're not playing the game and should be boycotted as they're such a rubbish organisation and should not be trading.
Double Standards if you ask me!
Well, the original o/p didn't check his order. He spent hundreds of pounds and DIDN'T EVEN LOOK at what he'd bought, unbelievable!
Waited 11 months to state there was a 'manufacturing fault' and sent pictures to prove. (they actually showed scratches and grazes which could've happened anywhere, anyhow?)
Heritage - based on the images and amount of elapsed time, made an offer. (others on here have clearly stated when they have reported a problem in good time, it has been dealt with immediately, and to their satisfaction).
Heritage, as a business, have to draw some sort of line regarding this type of claim (why shouldn't the time line be important? when do you complain about a bad meal? 2 weeks later?) - people forget they're 'in business' and no doubt hear chancers call up every other week with some sort of thin/ridiculous claim for something or other. Most, I'm sure, will be dealt with satisfactorily with Heritage accepting responsibility for whatever mistake/issue caused the complaint - so another satisfied customer served well.
Some here have stated that each item should be checked before dispatch (placing the onus on Heritage and not the customer), this is unrealistic, especially in the fast moving car parts world where boxed items are in and out of stock very quickly - get real please. (note: if the boxes your parts had come in were previously opened how many would complain about that? You can't have it both ways)
The o/p claimed he didn't check the items as they were in 'factory packaging', so he assumed they'd be OK. So nothing directly to do with Heritage quality control then, but possibly a manufacturer issue? He also claimed the one rogue wheel was in different packaging - why didn't this ring any alarm bells with him then?
I think the o/p has got the message that he should've checked, he didn't and has caused this problem because of that.
He should accept that and move on, really.
I run my own business and treat all my customers fairly and to the best of my ability I try and satisfy them regarding service, product quality and support. I will honour any claim for faulty goods and deal with it in my own way to satisfy my customer - but there has to be a line drawn when it comes to claims that are beyond what is reasonable. Not one of my many hundreds of customers has ever had to resort to Trading Standards and I have been in business for 8 years.
