There are always two sides to any story so lets get both of these moans cleared up, first the disingenuous Mr Holmes, Vat Control. He did indeed place an order at Salute 2011 and was told that the painting time would be around 12 weeks from receipt of the models at the paint shop. These arrived in June from Australia.
Holmes then cancelled his order in August, at which point the order which had been started was put into store. Holmes then reinstated his order which was started in September. the order was shipped in October after he had been sent photographs which he had approved.
Unfortunately Thailand was suffering from serious flooding and there were delays in the shipping of the figures which we had no control over. Holmes then again cancelled his order. He was told that the figures were on the way and we asked him to check out the figures and see if he wanted to keep them or, if not that we would issue a full refund on receipt of the models at our UK address.
The Post Office tried to deliver the models but Holmes refused to accept them and so they sat in his local post centre for three months. He refused to collect them though he was offered payment of all expenses and a full refund. the Post Office refused to allow us to recover the shipment in the Uk and so it was returned to Thailand where it incurred shipping costs and duty, and lacking import papers a further fine.
Meanwhile Holmes contacted his credit card company making a false report that the goods had not been shipped. We were able to provide all documentation to the credit card company to show that Holmes report was like his posting here a gross misrepresentation of the facts.
As for Br Jeckyll, he ordered ready painted units which were shipped but not received. As Erik was at the time a serving soldier it was difficult to contact him, but when we did we explained that we had put a trace on the shipment which was returned from Norway partially damaged. I copy below the email that he was sent in settlement of the situation, which i feel to have been totally reasonable.
"we have had confirmation of delivery of the units in Norway. There is one further unit to send as one of the lancers from the original consignment was broken and a further unit is on the way from Thailand. The choice is now yours if you no longer want the figures then I will arrange a full refund when the models are returned including your own postage costs. If you wish to keep the units then I will forward to you two free units as compensation for the problems you have suffered. Please keep this e mail as evidence of the offer which you may wish to send to Paypal at a future date to advance any claim you wish to pursue.
I am very sorry for any concerns that you have suffered due to the delays in this order but as explained the original shipment was sent and had to be tracked."
We have dealt with hundreds of orders over the last few years, some go smoothly, some suffer delays, but in every case we deal with customers fairly and openly. In Erik's case I really regret what happened, in the case of Holmes, well lets just say we are glad we won't be dealing with him again!
Incidently I retain a file of all complaints received and how they were settled it is easy to track back the info as above.