Right guys, want some impartial views from you all - Here's the story:
I am soon to be taking my car off the road for a major service and mechanical overhaul (Wheeler Dealer Treatment). So i place an order with my local TPS outlet for all the parts i need and some extra 'wanted' parts that i later removed off the list as i couldn't afford them at this time.
I totaled up and the parts that i needed and emailed the revised list back to TPS to supply and requested the new total from then. It was a great shock when the price they came back with was over £500 more than what i had, even after i had removed all the unnecessary items. So i queried this, but never received a response.
I later rung them up to speak to the guy i had been dealing with but conveniently, he wasn't in the office so I attempted to query the costs with the available parts advisor to which they replied they don't have time to go over other people's work but I needed to come and collect the parts as they have to be shifted or their manager wouldn't be happy when they returned to the office. With this in mind, i told them i was happy to come down to their offices for collection and would happily run through the invoice against my list and highlight any discrepancy because they told me they didn't have time due to the amount of incoming phone calls.
I arrive at their offices to with a very cold welcome buy the advisor i spoke to on the phone, whom appeared to hold what can be described as a stroppy/can't be arsed attitude. I suspect this wass due to the workload on the day, which i fully understood and again I said i was happy to run through it on my own so they could answer the phones if needs be and i would call them once i was happy. The guy insisted on staying with me and rushed through the invoice/parts list in order to get me out of the way.
Despite asking the question 3 times, they couldn't/wouldn't help me figure out why there was over £500 increase from my total to their invoice, so i was made to feel like i had no choice but to shift the parts from their offices. I settled the bill and prepared my car to be loaded into.
The said advisor brought out the trolley and began to throw the parts into my car, not bothering how they landed or how they were packed. Once finished, he just walked off with the empty trolley and shut the door.
I was left feeling a little wound up after that very cold, unhelpful transaction. Once i got home, i ran through the parts list/invoices in great detail and noticed that it was the brake pads and discs that were just over £500. I nearly fell off my chair! So i ran through it again and realised that the brake discs were price per disc instead of a pair for front and rear like most places sell them (In pairs). In addition to this, the price for rear brake discs had gone up from £29.50 per disc to £127.77 per disc.
With this in mind, i have ordered a set of performance pads and discs from an alternative supplier at less than half the cost of the standard discs and pads. Rung TPS up again today to let them know i will be returning them as i simply can't afford them and they want to charge me a 15% handling charge (equal to £77.25) because i had all the prices and i paid/collected the parts. My argument is, i did query the increase in cost on numerous occasions, nobody would give me a straight answer and i was pressured by their staff to shift the parts and his attitude towards me (his customer) after spending a considerable amount of money with them all in one shot was not acceptable in my eyes.
The manager has taken my details and told me he will need to speak with the site manager as he feels i should be paying the parts handling charge. Again, his attitude towards me wasn't the best, especially being a manager dealing with a complaint.
In your own opinions, is this fair?
Should I stick to my guns?
How would you respond?
Thanks in advance guys.