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Instead you requested a replacement frame, as opposed to a refund. The problem could have been resolved by you wiping off the excess cream and dropping us a polite email asking us to keep an eye on any future orders.

Your complaint even stated that the smears were not visible when the frame was viewed face on. Was it really necessary to suggest we had issues in our production line when a member of staff had simply failed to wipe of some excess white cream that was only visible when the frame was viewed at an unnatural angle. Your own email suggested the frame had been inadequately cleaned – it had, but was it really necessary to have the frame returned to us at a cost to our company of £10.00, spend two seconds cleaning it, and then spending a further £5.00 returning the perfect picture frame to you. Within a few seconds I had a frame that I would happily put our company’s name to, and would happily provide pictures of the perfect mitres to anyone who wishes to see them.

The simple fact is the excess white cream was removed by licking my finger and wiping it off.

Easyframe reviews free#

I am not suggesting the frame was entirely free from any defect and you are well within your rights to complain. The smears should not have been there and our staff should have wiped off the excess. What I actually found was a frame of exceptionally high standard with the only minor issue being a few smears of white cream. I opened the returned frame expecting to see a white frame looking like someone had gone at it with a ‘pallet knife’ as per your complaint. The frame was collected within a day or so and returned to us via our courier with the absolute minimum of fuss. I replied to your email in under two hours, apologising for the damaged frame, advising I would get the frame collected at our expense and your convenience, and would arrange a full refund including all original delivery costs. Considering the customer/client relationship we were building I did feel it was unnecessary to advise us we had issues in our production line and to recommend we looked at the lighting in that area of our factory. You indicated the frame had been inadequately cleaned. The picture shows major damage which you thought you would be able to glue together so proceeded with fitting the artwork into the frame.įrame was viewed at an unnatural angle. I am pleased to see you have posted a picture of the damaged frame. The most logical explanation is the frame has been damaged after the artwork has been fitted into the frame, as such we will not be refunding the frame. Any claims for genuine damage that is reported prior to use and within 48 hours will always be accepted. These are completely reasonable requests and prevent issues such as these. Our correspondence to customers asks for any damage to be reported within 48 hours AND before the goods had been used, and my email asked for the goods to be returned unused. It would not have been possible to fit artwork in the frame as the corner was completely broken. Had the frame been completely broken on receipt, there is simply no reason for you to proceed with fitting your artwork into the frame. This indicates your artwork had been fitted into the frame prior to the damage being reported. Lso found the frame has been used as the glazing had been removed from the frame and the protective film from both sides had been peeled off.