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I'm no supporter of this shop, just a neutral pov. I bought 2 WCs from them few months ago. Both were delivered as planned. 1 WC was accepted while I rejected the other WC due to prominent scratches. Informed the shop which promptly rescheduled the WC replacement. WC was redelivered as planned but due to OOS for the model (let's call it brand A) I wanted, they delivered an identical model from brand B that gets its WC from brand A . Accepted it since I could see no issues after visual inspection.Plumber couldn't fit the replacement WC due to insufficient space for the water pipe. Heritage put me in contact with brand B's salesguy whom I liaised with directly for the replacement from then on.Finally got another identical brand B model with sufficient space for water pipes. Main WC body installed. Found missing fittings when trying to fix the seat.Brand B salesguy attempted to blame it on the plumber's mishandling and tried to challenge my technical judgment on the fittings. Told him in no uncertain terms that he had to cough out the missing fittings which he eventually did. I would say the salesguy was still pretty helpful apart from his loose accusation. Whether the accusation is true is still not for him to verbalise it to the customer (me). Or maybe he was just hoping I would buckle and hopefully get away with it. Anyway, there is certainly backdoor politics between vendors and contractors and they need to know that customers definitely don't wish to be in the crossfire.Moving on, the problematic WC was installed and fully functional. However, the other WC started having some post-flush issues. Called Heritage and the repair guys arrived promptly as scheduled. They blamed it on incomplete installation by the plumber. Well, what's new! Whatever. Bottomline is issue was resolved with no further recurrences.Throughout this unnecessary mess, I would say Heritage did what they should be doing and promptly. Attitude wasn't 1st class but well acceptable. For the replacement WC, I accepted direct liaising with brand B salesguy because I could see no point communicating through a 3rd party as time would be lost with the risk of words lost in translation. Besides after going through a full renovation and experiencing the competencies of sales people, it's safe to say I prefer to liaise directly with the people who know what they are talking about. Saves me lots of headaches and heartaches. And yes, Heritage prices were very competitive and point of sales service was good though knowledge was so-so. Don't expect too much technical know-how from sales people anyway. Would I buy from them again? Yes but only if the price remains competitive.