I really don't know. Last Tuesday I ordered an MRA Double Bubble screen from an online retailer. Friday I still hadn't seen it (fair enough the order had said estimated despatch 3 - 5 working days) so I called them up to chase it. They said they'd go check where it was and phone me back. 5 hours later no call back so I called them again. They said that it'd be going out that day and I'd have it Monday / Tuesday. Yesterday (Monday) it shows up. I open the box and it's the wrong screen. They've sent me something for a naked bike. I call them up and they say that they did send two screens out on Friday and likely I've got the other guy's screen and he's got mine but they weren't sure so they'd go try to get to the bottom of it. 5 hours later, no call so I call them again. Yeah they're fairly sure that's what's happened so they'll try to get hold of him to explain the problem to him and get him to box my screen back up and then get couriers to swap them over. "Might take about a week", they say. At this point I'd really just like a refund and to order it from someone else. I'm obviously wondering if they other guy's opened the packaging and tried to test fit it to his bike etc. Am I being unreasonable???
Reject it under the Distance Selling Regulations. As they shipped the wrong part they should repay you any shipping costs to get it to you, and a decent company will also cover the return costs.
I know I'm preaching to the choir but rule one is 'keep talking to the customer'. I find that even if it's bad news you have to give them, they tend to feel relieved that you're, at least, working the problem. I've got more crotchetty as I've got older with regards to my purchasing choices. There is no longer a need to give somebody the chance to let you down twice, simply because the buying choices are so large. However, if a purchase does go tits up, an active willingness from the seller to make up for it, goes a long way with me. Call them, word the conversation the same as your post, if they still give you a vague 'it'll sort itself out' response, ask for your money back. If they say 'we get exactly where you're coming from Mr Rich, I will now make X, Y and Z happen with great expediency', then consider that their last chance to make good. Oddly, when I ordered my MRA screen, delivery dragged on and on and on until I phoned the suppler and got the 'it's due in today' response, followed by a box through the door the very next afternoon... That flicked my cynic swithc too.
Unless it's a ridiculously cheap price, I would ring up to cancel and tell them you want a refund and to come and collect the screen they sent to you. I think you've been more than patient with them. Sounds a bit like a cowboy outfit to me, how can 2 customer orders be mixed up these days with computerised ordering and stock control, labelling etc?
I spoke to a guy there called Ben Hunter. Personable chap. He did sort it, but I'm always very wary of the 'I've just checked and your order has just arrived at despatch' line.
Like Ken said give them a pretty clear explanation of your expectations and what you want if they fail, if they can't match that then ask for a full refund! Personally I hate waiting for parcels
I've spoken to them again and they're waiting for stock to be delivered on Thursday. If they can get it despatched same day then I should get it on Friday. Seems pointless cancelling and re-ordering elsewhere. I won't get it any sooner. My guess is I'll get it the following week
I found the quality to be better than the Original Honda screen. Less brittle material, everything lined up perfectly. In fact, my only niggle was the edge strip. The whole thing seemed a bit of an afterthought. http://1000rr.co.uk/index.php?threads/kens-massive-mod-mission.1792/
