To elaborate on the slow delivery of my new front fender from Heartland in Australia I thought I would share the email I felt compelled to send them last Friday.
“I’m sorry to be writing this email but feel that it is important I put this down on an email so that you have a chance to respond and explain what may have gone wrong and subsequently have a chance to make sure things improve for the next customer.
I have had to postpone my bike going in for paint on numerous occasions because I’m waiting for my new fender to arrive. Below is the timeline for what has happened:
- 22nd July: I purchased a new 19″ front fender for my Rocker at the time of ordering I was told that the fender was in stock and would ship the next day.
- 24th July: Money is taken from my credit card.
- 31st July: I sent an email to ask about the delivery of my fender, I was concerned as it hadn’t turned up. I received a reply from Jeff and was told it would ship on Monday the 3rd of Aug.
- 4th Aug: I sent a further email to ask for confirmation that the fender had shipped on the 3rd, I received no reply.
- 7th Aug: Called Heartland Australia to ask when I could expect my fender to arrive, i was informed that it would ship on the 7th Aug. I requested that the tracking code be emailed to me when it was shipped.
- 12th Aug: Called Heartland Australia again as there was still no delivery, was told that the fender had shipped on the 11th and would be with me shortly.
- 14th Aug: Called Heartland Australia again, still no delivery, was told that all the Heartland products had been shipped today the 14th and promised that the tracking code would be emailed to me. As of 18:00 the email has not arrived.
This means that I have been told that the fender would or had been shipped 5 separate times. I haven’t received a tracking confirmation or my fender yet and I’m getting very concerned I’m not going to. You processed the payment three weeks ago.
I had heard nothing but good things about Heartland before this process and would love nothing better than to recommend Heartland in future but I’m becoming increasingly impatient and inconvenienced by the continuous delays and fobbing off.
Can you please confirm that the fender has shipped to me and if so please send me the tracking code so I can track when I can expect delivery, I don’t want to mess the paint guys around any more than I have already.
If it hasn’t shipped I would appreciate a refund of my credit card so I can source an alternative product and supplier.”
I have received a call from Heartland this morning to inform me that it is indeed on the way, let’s just hope it turns up this week. I’m still waiting for the tracking code to be sent to me though.
As soon as it’s here it’s going on the bike and the bikes headed to the shop for the paint to be done.
