LRDirect have let me down :(

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Bump

Bump

Well-Known Member
Events Planner
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Under my landy
<rant>

I've always liked LRDirect's approach, allowing you to select exactly which make you want to buy, yet, they've gone and massively let me down on an order.

I ordered some parts on the 22nd December, first thing in the morning, expecting they would get out before Christmas and arrive some time between Christmas and New Year... in fact they arrived today after some chase up phone calls.

I then discover they have replaced some of the Bearmach parts with ****part. I mean really... if i'd wanted ****part i could have driven 30 minutes up the road to Paddocks and bought them on the 22nd. As it is, the parts im replacing are ****part and failed after a week of use.

So, not only have I paid Bearmach prices and received cheaper ****part ones, but, i'm also left in the awkward situation of needing to replace the parts so i can use the Landy to get to work on Monday but also having to use the ****part ones knowing i'm going to have to do the whole job again in a week or two to rid the landy of ****part.

I've emailed them and an really hoping they will restore some of my faith in them by replacing my order 'on the house' (it's < £20) if not then that will be the end of my trading with them and i'll hunt for a new company to buy stuff from.

</rant>
 
Posts like this make me angry.

You placed an order for mail order at the busiest time of the year, immediately prior to the holiday season, and you're surprised that delivery takes longer than expected.

You received your order this morning, emailed the supplier today (Saturday), but instead of giving them an opportunity to respond, you came straight on here to slate them instead.

You state that you've "...always liked LRDirect's approach..", but it doesn't sound like your opinions are very solid if they can be swayed so instantly by what may be a simple mistake before you've heard the facts.

Maybe it was a mis-pick, and they sent you Britpart my mistake, or maybe the Bearmach parts were out of stock and they sent you an alternative equivalent (I don't know what their policy is, but I'm pretty sure if will be detailed on their website). You've emailed them to find out. You emailed them at a weekend, so hopefully on Monday or Tuesday you'll know the answer.

Business owners don't wake up in the morning thinking up new ways to **** off their customers, but mistakes sometimes happen. Do you really think your "< £20" order warrants naming and shaming a seemingly reputable business online before you're heard their side of the story?

I don't have anything to do with LRDirect, but I do run my own business. Fortunately, I don't have any customers like you - my customers speak to me if there's a problem instead of ranting in public.
 
So Bump should be telt orf ... and deservedy so!!

Going public with a complaint is only if you have given them every opportunity to respond!!
 
Bump said:
<rant>

I've always liked LRDirect's approach, allowing you to select exactly which make you want to buy, yet, they've gone and massively let me down on an order.

I ordered some parts on the 22nd December, first thing in the morning, expecting they would get out before Christmas and arrive some time between Christmas and New Year... in fact they arrived today after some chase up phone calls.

I then discover they have replaced some of the Bearmach parts with ****part. I mean really... if i'd wanted ****part i could have driven 30 minutes up the road to Paddocks and bought them on the 22nd. As it is, the parts im replacing are ****part and failed after a week of use.

So, not only have I paid Bearmach prices and received cheaper ****part ones, but, i'm also left in the awkward situation of needing to replace the parts so i can use the Landy to get to work on Monday but also having to use the ****part ones knowing i'm going to have to do the whole job again in a week or two to rid the landy of ****part.

I've emailed them and an really hoping they will restore some of my faith in them by replacing my order 'on the house' (it's < £20) if not then that will be the end of my trading with them and i'll hunt for a new company to buy stuff from.

</rant>
Click to expand...

what parts have you had to replace, that are so **** and only last a week ? think we should all no ;)
 
I think bump has every right to be ****ed off to be honest.

Maybe naming and shaming them might not have been my first post about the subject BUT.....This isnt a little ebay company were on about here, there a fairly big organisation and should be getting these things right not wrong.

1. They shouldnt be replacing parts with others when the customer specifically ordered something else.

2. if they didnt have them in stock or couldnt get them the they shouldnt be advertised or they should have at least told the customer.

Endeleus - As a business owner then you should know that customer service is everything. It matters not if your a small trader or a big corporation if you cannot provide a service you advertise you shouldnt advertise it.

I sent a wedding invite to a friend in scotland on the 22nd of december, it arrived on the 28th i think. It was sent 1st class. i dont know how big Bumps parcel was but for £20 worth of parts i cant imagine it was courier size. The parcel was probably sent 2nd class which is why it didnt get there between xmas and new year.

Im sure they didnt mean to get the order wrong but it is pretty bad service if you ask me. If you want repeated business from people then you cant afford to get it wrong. If i pay for a service, i want that service not a cheaper alternative.

How you can say it makes you angry is beyond me. The only thing i can see that might not be politically correct is the naming and shaming. (at least not until they have not rectified the issue anyway).

I for one would be expecting them to rectify the issue at there cost.
 
A few do seem to slip through the net , people do make mistakes in life . like already pointed out , let them sort it, b4 going crazy on the net.
 
Endeleus said:
Posts like this make me angry.

You placed an order for mail order at the busiest time of the year, immediately prior to the holiday season, and you're surprised that delivery takes longer than expected.

You received your order this morning, emailed the supplier today (Saturday), but instead of giving them an opportunity to respond, you came straight on here to slate them instead.

You state that you've "...always liked LRDirect's approach..", but it doesn't sound like your opinions are very solid if they can be swayed so instantly by what may be a simple mistake before you've heard the facts.

Maybe it was a mis-pick, and they sent you Britpart my mistake, or maybe the Bearmach parts were out of stock and they sent you an alternative equivalent (I don't know what their policy is, but I'm pretty sure if will be detailed on their website). You've emailed them to find out. You emailed them at a weekend, so hopefully on Monday or Tuesday you'll know the answer.

Business owners don't wake up in the morning thinking up new ways to **** off their customers, but mistakes sometimes happen. Do you really think your "< £20" order warrants naming and shaming a seemingly reputable business online before you're heard their side of the story?

I don't have anything to do with LRDirect, but I do run my own business. Fortunately, I don't have any customers like you - my customers speak to me if there's a problem instead of ranting in public.
Click to expand...

oh, so if its your vehicle waiting for parts, that take 2 weeks to arrive, which is excessive, even counting 3 bank holidays, then the stuff aint what you ordered, you would think fair play to them at least they sent me some stuff anyway, not what i ordered but i dont have the right to expect what i paid for. if you run your business along similar lines then hopefully you will go bust before long
 
johnlad said:
oh, so if its your vehicle waiting for parts, that take 2 weeks to arrive, which is excessive, even counting 3 bank holidays, then the stuff aint what you ordered, you would think fair play to them at least they sent me some stuff anyway, not what i ordered but i dont have the right to expect what i paid for. if you run your business along similar lines then hopefully you will go bust before long
Click to expand...

Actually I ordered some landy parts from another supplier myself on the morning of the 23rd, but I called them to check delivery and they told me that the couriers couldn't guarantee delivery before New Year. I also received my parts this week.

If the parts I'd received weren't what I was expecting, the first thing I would do would be to check the website of the supplier for contact details. In the case of LRDirect, I would have found the following in their FAQ's:

You have sent me the wrong parts
All orders are checked and signed off by our Goods Out department before dispatch. However, if a mistake has been made, please accept our apologies. Once you have checked your parts off against your order and discovered an error, please contact us immediately and we will try to resolve the shortage as quickly as possible.
Click to expand...


and also:


You dont reply to my emails
Please check your junk mail folder and/or filter. We reply to the vast majority of emails within 1 hour. If you are emailing outside of our opening hours of 9am to 5pm Monday to Friday (UK Time) we will normally respond before 10am on the next working day. If you have a parts enquiry it may take us up to 1 working day to reply as we always prioritise messages relating to existing orders or returns. If you have a difficult issue, for example a suspected faulty part or a technical issue, we will normally acknowledge your email within an hour then come back to you as soon as we have made progress on solving the problem.
Click to expand...


All of which suggest that the original poster should receive a reply to his email sometime on Monday morning, since his existing order will take priority over general enquiries.


Good business isn't being infallible, it's about having the correct processes in place to make fewer mistakes than your competitors, and to deal with them appropriately when things don't go quite to plan.
 
Endeleus said:
Good business isn't being infallible, it's about having the correct processes in place to make fewer mistakes than your competitors, and to deal with them appropriately when things don't go quite to plan.
Click to expand...

There is your problem i think(from a customers point of view)
Im looking for a service, if i dont get that service ill go elsewhere until i get it.

I dont know you or know your business and dont take this personally(because its not personal, just my point of view) I dont give a rats chuff what your plans or procedures are when it goes wrong, its not supposed to go wrong.

If it does then as a service provider they should be prepared to accept a dressing down about it.
 
I like the way LRDirect offer the option of supplier and quality when ordering and I'd like to know what the parts were? Did the OP order genuine parts supplied by bearmach or bearmach OEM or pattern.

If the order was for bearmach genuine and they supplied britpart genuine then there really isn't an issue. At the other extreme if bearmach genuine were ordered and britpart pattern were supplied then I think I'd be p!ssed as well but to be fair you've got to give the suppier a chance to put things right before burning them on a forum like this.
 
Last edited:
I would think if you ordered OEM spec then it would be replaced with an OEM spec part?

jamesmartin thinks Britpart OEM is as good as any other from what he has said. I havnt tried them my self.
 
fett said:
I would think if you ordered OEM spec then it would be replaced with an OEM spec part?

jamesmartin thinks Britpart OEM is as good as any other from what he has said. I havnt tried them my self.
Click to expand...

I agree with JM I'm happy to use genuine or OEM whatever box it comes in, What I don't like is pattern parts from unknown sources. Britpart do themselves no favours selling this rubbish, however they are not the only ones, Bearmach do it and so do Landrover if you buy parts for long out of production vehicles.
 
Last edited:
BIG_GINGA_BEARD said:
There is your problem i think(from a customers point of view)
Im looking for a service, if i dont get that service ill go elsewhere until i get it.

I dont know you or know your business and dont take this personally(because its not personal, just my point of view) I dont give a rats chuff what your plans or procedures are when it goes wrong, its not supposed to go wrong.

If it does then as a service provider they should be prepared to accept a dressing down about it.
Click to expand...
yep, yay captalism
KillerClips | yay capitalism
 
LRD in my experience are pretty good - they sometimes fall foul have not having a particular item and will send another make - to avoid this you can stipulate in the order comments 'no Britpart' (I do!)

Understand the frustration of not getting the parts you wanted - I ordered just before Christmas a door hinge and was sent a Britpart one. Was poor cast and hard to open and shut - called LRD, they apologised and explained that they were out of stock but shouldn't have sent me Britpart. Said to keep the Britpart one (now a paperweight!) and they'd send out the replacement once stock came in first week Jan.

I don't work for them either, but call them on 01772 299817 and ask to speak to Paul Knowles - he's always been very decent with me
 
Endeleus said:
Posts like this make me angry.

You placed an order for mail order at the busiest time of the year, immediately prior to the holiday season, and you're surprised that delivery takes longer than expected.
Click to expand...

As someone who runs his own mail order business and who posts right up to christmas eve and right through the Christmas period, yes, i am annoyed that ordering at 10am on the 22nd results in the order being delivered on the 7th January.

As I explained in my post, i normally like LR Direct, they offer a great service allowing buyers to choose what manufacturer they want to use. This is their USP. IF they fail on this point they loose their USP.


As it happens, I had a email from them today, apologising for the problem, they always ring people before sending out different components, but, my order got put on the wrong shelf. Their industrial estate also had a massive fire meaning they were banned from their warehouse before Christmas.

I cannot fault them one bit for this and they have offered to send out my complete order with the correct components on the house.

So, in summary, faith restored.
 
Endeleus said:
Actually I ordered some landy parts from another supplier myself on the morning of the 23rd, but I called them to check delivery and they told me that the couriers couldn't guarantee delivery before New Year. I also received my parts this week.
Click to expand...

I rung and chatted to them on the 22nd before ordering... at that stage (before they got kicked out of their warehouse due to the fire) they said it would be delivered in the Christmas period.

Happy now?


oh and - it was a oil pinion seal for a Salisbury rear axle - the britpart one started leaking oil very shortly after being fitted
 
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