John G 44

Yes it's a good point and i will always do so next time. The caveat is that it was January, -2 degrees and the part was a roof rack. So, encouraged by the year long warranty i waited until the weather was a little better before trialling them. This is my first experience with receiving a dodgy part, and would now strongly recommend doing an immediate inspection. As an update, after sending them a letter using a template from the which legal team, Lexus parts direct agreed to replace the faulty part. They collected the faulty one and delivered me a fully functional replacement! They were also polite and courteous throughout. Well done Lexus parts direct in the end.

A company to avoid - Do not use. I ordered a roof bars from Lexus parts direct. I ordered them in January, and was reassured by the year warranty offered. They arrived promptly and i received a request for feedback which was positive. At the end of Feb it got a little warmer so time to put the roof bars on! On opening the box it was clear on of the four attachments to the roof was faulty. The door was not attached to the roof bar, and the lock barrel was protruding from the door housing (see pictures). Unfortunately this was a Sunday and i had a trip planned for Monday morning so had to install the bars and tape them up (with protection for the casing using soft paper). I called Lexus parts direct. The tone of the lady i spoke to changed immediately from pleasant to extremely hostile once i explained that i had received a faulty part. They requested i send an email and curtly ended the call. So, i sent an email with the pictures attached.that i have shared with you here. I received an email back stating that they could not help me. The exact words used were 'there is nothing we can do for you.' The parts apparently have a 2 week period to return if not correct. That was no problem. The part was correct, so how about the 1 year warranty. Daniel retorted with the comment ' we cannot be sure what you have done with the part in the 6 weeks since it has been delivered.' He did not manage to explain how this affected a 1-year warranty on a defective part. Essentially suggesing that i had somehow broken the rear left attachment (Instructions state to attach this one last so would likley be front right that would be broken due to error). Have spoken to Which? legal team ( i am luckily a member) and their legal team is taking this forward for me. My credit card company is also pursuing on my behalf. But please, save yourself the trouble. I will post any further developments as they happen.IMG_4892.HEICIMG_4892.HEICIMG_4892.HEICIMG_4892.HEIC IMG_4871.HEIC IMG_4869.HEIC IMG_4868.HEIC