A Tale of Two Vendors

[David Thorpe]

The OP in this thread raised the subject of a delay with an order for hose from Heritage of Scotland...

The subject includes an even further delayed tartan order.

...the current thread is about HoS and NOT about Gold Brothers.

I am given to understand that HoS is owned by Gold Brothers. That, IMHO makes it about Gold Brothers as well as HoS. However, as you correctly pointed out, my issue has nothing to do with the Isle of Skye tartan case.

[New World Czech]

I had to jump through hoops,HOS web site issues, to get a Boxing Day sale order placed. I ordered from them because I needed buttons for my thrift store John Morrison Argyll jacket. So I ordered the buttons, vest, sporran, two pairs of hose and garter ties. Order finally was placed 10Jan12 the estimated dispatch was 31Jan12 the actual dispatch was 01Mar12. They were never proactive at providing order information. I was told most items were on backorder and would arrive soon. In one inquiry I was finally told that the sporran I had ordered could not be filled "would I like to order a different sporran or receive a refund" the rest of my order would be received by the end of the week. This is where I made a mistake, I canceled the sporran and applied the funds to upgrade one pair of hose and add a piar of flashes. Two weeks later and more online chats my order was dispatched. I was happy with my order once it arrived.

I don't know if it helps but be sure to give an honest review when asked. I received an apology email from one of the CSRs I had echatted with after sending a complaint.

I also found it odd that thier CSRs were rarely online during the listed hours for US help requests.

[seanachie]

Drummer Boy wrote:-
Seanachie, this does not justify hi-jacking this thread for a gratuitous hit at Gold Brothers.
For those who are interested, the topic of Gold Brothers being in trouble back in 2008 for selling counterfeit Isle of Skye tartan was already discussed at the time in this thread:-
http://www.xmarksthescot.com/forum/s...ad.php?t=38751
Feel free to have a look.
Gold Brothers may have been naughty in the past but I can see no need to rehash a topic which has already been done to death in another thread, and in any event the current thread is about HoS and NOT about Gold Brothers.
Please, let us keep the discussion civilised and not dish up past dirt about other suppliers.

I respectfully and strongly disagree with this comment. However I will take this to PM to avoid being misinterpreted.

[David Thorpe]

Another week, several emails with apologetic yet unproductive replies. As of this afternoon, after writing a rather blunt complaint, I am told that HoS will have the tartan from Batley this coming Tuesday and that it will be sent out the same day. I hope so.

[hkjrb623]

The use of HoS definitely seems to be more on the negative side. I have seen only very few positive experiences with them. It almost seems as if they delay your order if you complain. Definitely not a company I'll be dealing with.

[David Thorpe]

Just received dispatch confirmation on the tartan, 59 days after order and payment (17 days over the maximum dispatch delay published on the website) and 11 emails later.
Hose still have not arrived.
I need to say that the price was my decision-making clincher, but it turned out to be no bargain. Quite aside from the time and aggravation involved, after Customs and Fedex's highway robbery Customs brokerage fees, Rocky's price for the same tartan was very close.

Lesson learned, the hard way.

[David Thorpe]

The sad saga continues. While I have not made the mistake of ordering from Heritage of Scotland again, unfortunately my brother placed a tartan order on March 24th. After several email inquiries to HoS - totally unproductive, and one to the mill, he was told that the tartan will be woven about the end of June. When he tried to either cancel the order for a refund or change the order to another tartan that is in stock at the mill, he was told that once a "special order" is placed, it cannot be changed or cancelled, and that this policy is stated on the HoS website. There was no mention of the fact that the maximum dispatch delay of 42 days is also stated on that same website. As of now, they have had his money for 48 days, and the projected date of production puts the total dispatch delay at well over three months minimum.

Most firms with which I have had the pleasure of doing repeat online business do not charge my account until they are ready and able to ship. And if there is a problem or unavoidable delay, they will notify me, asking how I would like to proceed, without needing to be prodded and harried to get a meaningful and helpful response.

I don't understand how these people stay in business, other than by reliance on the P.T. Barnum axiom. To say that customer service is totally lacking is a gross understatement. I pity the people who have to handle customer complaints for this outfit. I can only imagine how busy and frustrated they are.

If this post ends up moved to the cooling off section, I understand. However I think it is valuable information for my fellow Xmarkers.

[hootstwo]

Can I ask how you paid? I'm thinking that if things are this out of whack, that if you paid with a credit card, you might contact them and have them fight this battle on your behalf. American Express is FANTASTIC at dealing with issues like these. I've had similar situations where I paid with Amex and within hours the charges were removed from my credit card and I no longer had to deal with the situation at all.

Something to consider.

[David Thorpe]

He paid with Paypal -- a different, but just as effective monkey wrench to toss into the gears if necessary.

[Father Bill]

Throw it now . . . there's a time limit.