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Thread: Heritage Collectables UK

  1. #1
    Senior Member SIR's Avatar
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    Thumbs down Heritage Collectables UK

    Following is market feedback regarding;

    Heritage Collectables,
    Portsmouth Rd,
    Hindhead,
    Hampshire,
    GU26 6BY,
    United Kingdom.

    tel: 01428 608413

    Managing Director: Barry Andrew Martin
    Company registration number: 07378158

    http://www.heritagecollectables.com/


    Background

    Heritage Collectables is a business which, in addition to offering to buy both single pens and complete collections, purportedly specialises in the sale of "fully restored vintage fountain pens".

    From their website: "PLEASE NOTE: All our pens have been fully restored, serviced and are ready to be used. Why take the risk of not buying a pen from a proper restorer? The pen may cost a little less but may be unserviceable."

    The website also states "Buy with confidence, we will refund the full cost of any item if it is returned to us undamaged within 7 days of purchase".
    However, as per the Consumer Contracts Regulations, buyers actually have fourteen days in which to return an item without needing a reason, and Heritage Collectables is in breach of the law for not notifying buyers of their rights to cancel and refund (including basic delivery charges).

    On this occassion

    On this occassion the buyer ordered, by way of clicking on the 'add to cart' button next to the item's photo and description, what was described as a "Pelikan 120 in Green and Black. Piston Fill. In Nr MINT condition. Fitted with the original super smooth medium tipped nib c.1975", and which at £60 was a little over market value for such an item when a new old stock example can sometimes be had for c.£75.

    Below are the photos which accompanied the item's listing; to an expert, one significant discrepancy between the item's description and the photos would be obvious.
    peli120.JPG
    p120.JPG

    After placing the order and paying by credit card through PayPal, the buyer already had cause concern; returning to the item's listing, the item was still listed for sale and with a fully working 'add to cart' button next to it...

    Of course, naturally the buyer immediately attempted to contact the seller by their advertised phone number and via email, however, the phone call was not answered and no reply was ever received to the email.

    In the plus column, having left an answer phone message, the buyer did receive a call from the seller some days later and the item was confirmed as on it's way.

    The pen was received, securely packaged and with no obvious external sign of damage or trauma, a further few days hence.

    The buyer, having been prepared by the preceding worries, took photos whilst opening the delivery packaging and inspecting the pen.
    IMG_20160616_121711.jpgIMG_20160616_121732.jpg

    In addition to obvious ink on the pens nib and in, and around, the piston and seal - which is not what one would expect to receive of a fully restored and serviced pen, and especially not one paid for at an arguably above market value price - the following is a list of the discrepancies between the item's sale listing and the actual item received;
    The pen is the first version of the Pelikan 120 from between 1955 and 1965, rather than 1975 as described.
    The nib is fine, rather than medium as listed.
    The pen is quite substantially far from being near mint - there is virtually no gold plating remaining on the nib, the cap band show spots of wear that have not only penetrated the plate but also tarnished the base metal irreparably, the plating is in general either very faded or tarnished, and the piston seal although functional appears to have deteriorated presumably from a combination of contamination, age, and improper maintenance.

    Subsequently and immediately after inspecting the pen, the buyer repackaged the item as it had been received and sent it back to the seller that day. In addition, the buyer notified the seller via email of having sent the item back to them, their reason for returning the item, and formally requested immediate refund of all monies paid.

    The seller promptly replied to the buyer's email, apologising for the pen not meeting the buyer's expectations, and agreeing to action a refund as soon as the pen was received back.

    The returned item was received by Heritage Collectables on 17th June, but despite an intervening telephone call and assurance of a refund being actioned, no refund has yet been received.

    The buyer has since given Heritage Collectables 28 days formal notice of intention to recover the monies paid by legal action, with copies to PayPal, and notified both their credit card provider and Trading Standards of the dispute.

    Message ends.
    Last edited by SIR; July 22nd, 2016 at 08:30 AM.

  2. #2
    Senior Member pengeezer's Avatar
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    Default Re: Heritage Collectables UK

    The thing I noticed in both pics is the difference in the ink window color;the one for sale has a
    clear window,while the one you received has the typical Pelikan green window. That would
    signal me that a mistake was made.


    John

  3. #3
    Senior Member SIR's Avatar
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    Default Re: Heritage Collectables UK

    Looks like the same nib though... could very well be a different cap.

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    FPG Donor ♕ Chrissy's Avatar
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    Default Re: Heritage Collectables UK

    Has the full refund been received?

    if not can a PayPal claim be filed? Item not as described?

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    Default Re: Heritage Collectables UK

    Paypal claims are not always the answer. I had a claim that I won. The seller had lied repeatedly, but the solution paypal was offering was that I should send the item back, at a cost of ~20 EUR, and once the seller aknowledge having received the item in like-new condition, Paypal would refund the cost of the purchase (no word about the 20 EUR). In the end I decided it was not worth it to risk spending more money just to then send the item back to the seller and then having the seller deny they had received it. I ended up keeping the item I never bought, and losing the money I had paid for it. Basically, the seller won anyway.

    I am very disappointed at Paypal's buyer protection. To me, it's worthless.

    Matias

  6. #6
    FPG Donor ♕ Chrissy's Avatar
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    Default Re: Heritage Collectables UK

    Quote Originally Posted by mcorrea View Post
    Paypal claims are not always the answer. I had a claim that I won. The seller had lied repeatedly, but the solution paypal was offering was that I should send the item back, at a cost of ~20 EUR, and once the seller aknowledge having received the item in like-new condition, Paypal would refund the cost of the purchase (no word about the 20 EUR). In the end I decided it was not worth it to risk spending more money just to then send the item back to the seller and then having the seller deny they had received it. I ended up keeping the item I never bought, and losing the money I had paid for it. Basically, the seller won anyway.

    I am very disappointed at Paypal's buyer protection. To me, it's worthless.

    Matias
    It doesn't work like that for everyone.

  7. #7
    Senior Member SIR's Avatar
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    Default Re: Heritage Collectables UK

    Quote Originally Posted by Chrissy View Post
    Has the full refund been received?

    if not can a PayPal claim be filed? Item not as described?
    We're still waiting on the refund, but it really is last chance saloon; the seller has for the third time stated that a refund will be actioned immediately, we shall see.

    The credit card provider have advised waiting it out since the legally required 28 days notice of intention to sue has now been given, the case is logged however, and the cc provider have assured their full support if a chargeback for misselling is needed.

    Such a difference from the standard of customer service we have become accustomed to...

  8. #8
    Senior Member SIR's Avatar
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    Default Re: Heritage Collectables UK

    Update:

    Barry Martin of Heritage Collectables claims a refund has been made to the buyer's PayPal account but the buyer has no such refund visible at their end; Barry Martin suggests the buyer take the matter up with PayPal.

    However, the buyer paid by credit card and Heritage Collectables is legally obliged to refund by same means as original payment unless explicitly agreed otherwise by buyer and must do so within 14 days of notification of cancellation (regulations 33 & 34 of the Consumer Contracts Regulations 2013).

    Heritage Collectables has also committed a criminal offence by not notifying the buyer of their right to cancel under regulation 19 of the CCR.

    http://www.lawsociety.org.uk/support...ulations-2013/

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    Default Re: Heritage Collectables UK

    An interesting thread. I was looking at some Mabie Todds on this web-site, and sent an inquiry regarding a couple that looked interesting. Never got a response, so I re-sent inquiry. Still no response. At that point I decided to look elsewhere, as they didn't even bother to respond. VERY glad I never pulled the trigger on those pens!

  11. #10
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    Default Re: Heritage Collectables UK

    Refund received - over a month after the item was returned.

    For the record, here are photos of the delivery packaging and unwrapping.

    Photo0414.jpg
    Photo0415.jpg
    Photo0416.jpg
    Photo0417.jpg
    Photo0418.jpg

    Ink spots on the pen's nib were as it came.

    More on the Consumer Contracts Regulations and distance sales;

    https://www.businesscompanion.info/e...distance-sales

    Interesting to note, goods must not be of a value less than £42 for the CCR to apply.
    Last edited by SIR; July 22nd, 2016 at 08:16 AM.

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    Default Re: Heritage Collectables UK

    I have had several dealings with Barry and had several good pens. Customer service is not always gilt-edged, but things have always worked out fine in the end. He is willing to consider offers, which can make things very competitive. My impression is that he is one of those dealers doing a lot himself and sometimes it is hard to keep all the plates spinning.
    Regards,
    Timothy

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    Default Re: Heritage Collectables UK

    Quote Originally Posted by checkrail View Post
    My impression is that he is one of those dealers doing a lot himself and sometimes it is hard to keep all the plates spinning.
    Which makes it all the more important do the basics right; such as accurate product descriptions, timely refunds, and showing your customers the courtesy they deserve.

  14. #13
    bunyip
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    Default Re: Heritage Collectables UK

    I have just bought a pen from Heritage Collectables. It was delivered promptly and is apparently as described, with no obvious flaws under inspection. I have not yet inked it. I will add comments after I do, based on the filling and writing experience being reasonable (as advertised) or not.

  15. #14
    bunyip
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    Default Re: Heritage Collectables UK

    Today I added ink, Robert Oster Deep Sea. The pen is an Onoto 3000 with a single broad (6 mm) gold band on the barrel above the section. The pen itself is in very good condition for its presumed age, estimated to be about 90 years or a little more. The nib is Onoto's 3/ST. The pen fills and writes as advertised and as expected, quite smoothly with a fine to medium line.

    I bought directly from the Heritage Collectables site for their advertised price of £105 including freight to Australia. The pen was shipped promptly. It arrived under two weeks later (not bad from Britain) safely packaged.

    On my personal experience I would be happy to buy from them again. I can not comment on what happens if there is a problem because, as described, there have been no problems at all.

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    Default Re: Heritage Collectables UK

    Quote Originally Posted by SIR View Post
    Following is market feedback regarding;

    Heritage Collectables,
    Portsmouth Rd,
    Hindhead,
    Hampshire,
    GU26 6BY,
    United Kingdom.

    tel: 01428 608413

    Managing Director: Barry Andrew Martin
    Company registration number: 07378158

    http://www.heritagecollectables.com/


    Background

    Heritage Collectables is a business which, in addition to offering to buy both single pens and complete collections, purportedly specialises in the sale of "fully restored vintage fountain pens".

    From their website: "PLEASE NOTE: All our pens have been fully restored, serviced and are ready to be used. Why take the risk of not buying a pen from a proper restorer? The pen may cost a little less but may be unserviceable."

    The website also states "Buy with confidence, we will refund the full cost of any item if it is returned to us undamaged within 7 days of purchase".
    However, as per the Consumer Contracts Regulations, buyers actually have fourteen days in which to return an item without needing a reason, and Heritage Collectables is in breach of the law for not notifying buyers of their rights to cancel and refund (including basic delivery charges).

    On this occassion

    On this occassion the buyer ordered, by way of clicking on the 'add to cart' button next to the item's photo and description, what was described as a "Pelikan 120 in Green and Black. Piston Fill. In Nr MINT condition. Fitted with the original super smooth medium tipped nib c.1975", and which at £60 was a little over market value for such an item when a new old stock example can sometimes be had for c.£75.

    Below are the photos which accompanied the item's listing; to an expert, one significant discrepancy between the item's description and the photos would be obvious.
    peli120.JPG
    p120.JPG

    After placing the order and paying by credit card through PayPal, the buyer already had cause concern; returning to the item's listing, the item was still listed for sale and with a fully working 'add to cart' button next to it...

    Of course, naturally the buyer immediately attempted to contact the seller by their advertised phone number and via email, however, the phone call was not answered and no reply was ever received to the email.

    In the plus column, having left an answer phone message, the buyer did receive a call from the seller some days later and the item was confirmed as on it's way.

    The pen was received, securely packaged and with no obvious external sign of damage or trauma, a further few days hence.

    The buyer, having been prepared by the preceding worries, took photos whilst opening the delivery packaging and inspecting the pen.
    IMG_20160616_121711.jpgIMG_20160616_121732.jpg

    In addition to obvious ink on the pens nib and in, and around, the piston and seal - which is not what one would expect to receive of a fully restored and serviced pen, and especially not one paid for at an arguably above market value price - the following is a list of the discrepancies between the item's sale listing and the actual item received;
    The pen is the first version of the Pelikan 120 from between 1955 and 1965, rather than 1975 as described.
    The nib is fine, rather than medium as listed.
    The pen is quite substantially far from being near mint - there is virtually no gold plating remaining on the nib, the cap band show spots of wear that have not only penetrated the plate but also tarnished the base metal irreparably, the plating is in general either very faded or tarnished, and the piston seal although functional appears to have deteriorated presumably from a combination of contamination, age, and improper maintenance.

    Subsequently and immediately after inspecting the pen, the buyer repackaged the item as it had been received and sent it back to the seller that day. In addition, the buyer notified the seller via email of having sent the item back to them, their reason for returning the item, and formally requested immediate refund of all monies paid.

    The seller promptly replied to the buyer's email, apologising for the pen not meeting the buyer's expectations, and agreeing to action a refund as soon as the pen was received back.

    The returned item was received by Heritage Collectables on 17th June, but despite an intervening telephone call and assurance of a refund being actioned, no refund has yet been received.

    The buyer has since given Heritage Collectables 28 days formal notice of intention to recover the monies paid by legal action, with copies to PayPal, and notified both their credit card provider and Trading Standards of the dispute.

    Message ends.
    Hello Barry From Heritage Collectables here

    I am sorry you felt the pen was not up to standard but I can assure you it was the same pen! - When received I immediately issued a refund but sometimes this takes a little while to show up on your bank statement. We always offer a 7 day full money back guarantee and on this occasion this was done. Sorry you did not enjoy the experience but please do give us another try!!

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    Default Re: Heritage Collectables UK

    Hello Barry From Heritage Collectables here

    I am sorry you felt the pen was not up to standard but I can assure you it was the same pen! - When received I immediately issued a refund but sometimes this takes a little while to show up on your bank statement. We always offer a 7 day full money back guarantee and on this occasion this was done. Sorry you did not enjoy the experience but please do give us another try!!

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    Default Re: Heritage Collectables UK

    Quote Originally Posted by bjmoose View Post
    An interesting thread. I was looking at some Mabie Todds on this web-site, and sent an inquiry regarding a couple that looked interesting. Never got a response, so I re-sent inquiry. Still no response. At that point I decided to look elsewhere, as they didn't even bother to respond. VERY glad I never pulled the trigger on those pens!
    Sorry bjmoose we had a server down and could not receive enquiry forms for a while. If you are still willing to give us a try please email me barry@heritagecollectables.com

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    Default Re: Heritage Collectables UK

    My experience (3 attempted purchases over about 5 years) has been that of an unreliable business run like a hobby. Wrote the textbook on excuses though.

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