JANINE MCCORMACK

Thank you for your feedback, and I apologise once more for your dissatisfaction with the service provided.

You ordered a frame and mount, specifying that the mount should have an aperture exactly 616 X 503mm. Regrettably, the mount’s aperture was too large for your artwork, prompting you to email us for a replacement mount with borders 10mm wider than the original. You maintained that the error was on our part regarding the mount, so I requested photos to verify the issue. All the images and video you provided indicated that the mount had indeed been supplied correctly. I also consulted with your print supplier, and their website confirmed that your print size was smaller than the mount size you ordered.

Given that we supplied the mount accurately, as evidenced by your photos and the print supplier's website, it is fair for us to charge for a replacement mount based on the updated specifications you requested. As a goodwill gesture, I proposed to provide a replacement mount, 10mm wider than the original, with a discount of nearly 50%.

You declined this offer and stated that you would seek alternatives. I sincerely regret your dissatisfaction with the service provided. However, we have not made any error and therefore cannot be expected to cover the full costs for rectifying this situation.

Best Wishes
Rob Zanna

We were disappointed to read your review, especially as we had been considering waiving the waiting time fee. We believe the use of the term "robbery" is an overstatement.

The quote that you received was for the overall move and not for the number of the vans/movers. This is reviewed by our Logistics Department a few days in advance and we will send the right resources for every move.

We previously requested that you specify which items you believe were damaged and which pieces of furniture were not reassembled, but we have not received a response. This is unusual, as your move was completed a month ago. In our earlier email exchanges, you mentioned that "the team has been fantastic, genuinely no complaints, and would love to leave a five-star review," which makes your current feedback surprising.

As outlined in our initial quote and agreement, a waiting time fee is applicable. On the day of the move, the movers informed you of their arrival time in Ashford, but they had to wait for two hours to begin unloading. Given the considerable travel time involved, it was essential for the move to proceed efficiently. As per our contract, the first half hour was provided free of charge. As previously explained, the waiting time fee compensates the movers for their additional time on the job.

All of this was stated from the beginning; nothing was hidden. Furthermore, the waiting time charge has still not been paid.

Thank you for your feedback,
We are so sorry to hear this, we can see you have spoken to our customer care team member directly via email and she left you a voicemail. We are sorry you feel the responses have been automated however, these replies are sent by your case handler. We can see your replacement has been arranged to take place on February 3rd. We have passed this onto our Escalation team they will be in contact shortly to help with this.