Ordered a roof rack that turned out to…
Ordered a roof rack that turned out to be the wrong fit. While the original ordering error may have been mine, I only discovered the issue when fitting it a few weeks later, by which time I was only a few days outside the 28-day return period. I contacted Van Guard as they were on the invoice and who passed me on to their customer TVA styling. I offered to cover any costs associated with a return or exchange, but no solution was offered after discussions with Van Guard. Apparently they said I had fitted the rack, but that was not the case as soon as I opened it, i could see the fitting was wrong and reboxed. I contacted them immediately by email but did not receive any reply, on monday by phone and was passed on, and ultimately left very disappointed as I felt a reasonable compromise could have been reached. I have since had to purchase a replacement rack elsewhere. Overall, very poor service in terms of communication, and flexibility when it came to resolving the issue.