I did give him the option of refunding the postage (about £10 for the overnight postage), but have heard nothing. Negative feedback and blacklisting him follows. We don't have time for this sort of pissing about.
Contrast with Heritage Trading: we found a length of braid from them had faults along the length. One section of about 3m was perfect, one section could be used with care, and 3m is totally unusable, so because of the time constraints, we had to sub another 3m length of a braid that goes well with the HT braid. Su emailed them and they have apologized and are refunding the total cost, no questions asked. They emailed back within the hour, despite a big time difference. Now THAT is customer service! They even said they checked and the whole batch was bad so they wouldn't even try to replace it for us. It was lucky we had something suitable that the customer liked in stock. We don't mind errors (though quality control should have picked this up), when the company puts it right.
I once had a length of scarlet Barathea turn up as olive drab on the doorstep! Hainsworth sent out the replacement and it was with me by special courier less than 12 hours later. The courier even took the wrong colour back with them. I'll deal with that kind of service any day!
Contrast with Heritage Trading: we found a length of braid from them had faults along the length. One section of about 3m was perfect, one section could be used with care, and 3m is totally unusable, so because of the time constraints, we had to sub another 3m length of a braid that goes well with the HT braid. Su emailed them and they have apologized and are refunding the total cost, no questions asked. They emailed back within the hour, despite a big time difference. Now THAT is customer service! They even said they checked and the whole batch was bad so they wouldn't even try to replace it for us. It was lucky we had something suitable that the customer liked in stock. We don't mind errors (though quality control should have picked this up), when the company puts it right.
I once had a length of scarlet Barathea turn up as olive drab on the doorstep! Hainsworth sent out the replacement and it was with me by special courier less than 12 hours later. The courier even took the wrong colour back with them. I'll deal with that kind of service any day!
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