I have very recent experience with Heritage. I did not buy a top from them but it seemed more like you were concerned with their response time. Sorry for making this long but want to give you some background.
I first contacted them last summer (2011) about the interior for my BN2. I sent an e-mail through their website. Tony contacted me the next day, he spent 15-20 minutes on the phone with me discussing my options. He had me e-mail some pictures of the colors I was thinking for the car (hadn't even been decided at that time). He responded immediately. I got samples a few days later. He called to ask what I thought, I told him I was thinking something different. He sent me some more samples right away, he called me again to discuss. This all took place July/Aug of 2011.
Fast forward to January 2012, the car was painted and the final color choice was made for the interior. I e-mailed Tony, he called me back the next day. I sent the deposit check, Tony e-mailed me immediately when they received it. Due to some issues on my end, I did not get them the seat parts blasted and primed until some time in April of 2012. I needed to add seat pans to the order as mine were rusted/twisted beyond reasonable repair, Tony e-mailed a new estimate the next day.
So here we go...e-mailed them beginning of June because initially Tony was talking 5-8 weeks "Don't need the stuff in any rush, just want to see how things are going"...no response. I e-mailed them again the first of July...no response. I e-mailed again the first of August...no response, so I called and left a message...no response.
Then out of the blue, August 20th I get a very brief e-mail from a "Melina" out there "Interior done, send check for balance. Amount due $XXXX.XX". I sent the check and two weeks later my interior showed up. There was no note or letter with it, no one ever contacted me via e-mail or phone. I guess I was expecting a "Hey, how do you like it" or a "What do you think" or at least a "THANKS FOR DROPPING 6 OR 7 GRAND WITH US"...but nothing. Strange.
Later,
Wally
p.s the interior is incredible, better than I could have hoped for.