written by danirafed on 10/01/2024
Please avoid and do not use the services of this company because it is disloyal to its customers.The company deceives its customers with the deadline for making the order, delivery and customer service, what's more, it even makes fun of people's pain. I placed an order on 29/12/23 after seeing on their website that the production time is 1 to 3 days.We have lost a mother and her funeral is scheduled for 12/01/2024.According to the times listed on their website, we shouldn't have any problems, but to avoid any inaccuracies, I called to let them know in advance everything about our order.I was assured that it would be marked as a priority and they would notify the production department.On 06.01.24 I received an email confirming that my order has been produced and shipped. From 08/01/24 to 10/01/24, I have been constantly checking where the package is, including the delivery company- Yodel. I talked to both companies every day. The company named my-picture.co.uk assured me that I would receive the shipment by our deadline. On 10th I called twice again to this point and after checking, I get a new email saying that right now my order is ready and expected to be shipped. Why they deceive and are so dishonest with a client who suffers from the loss of a loved one?This order will arrive after the funeral will have passed. The moment I found out that I was cheated, I immediately looked for another company to carry out the order in a short time So far this company really let me down completely.The bereaved family we give them the worst feedback they definitely deserve
written by Donaldsongx7 on 29/12/2023
I don't really fancy negative reviews, but on this occasion nothing else left for me. I have ordered picture on 20th Dec, bearing in mind Xmas time, while offered 3-5 working days delivery. Gladly received an email shortly after the order that the item is ready and sent. And now its 7th working day and find out with choosen by them courier that they didn't even sent it yet. Spoken to them but they constantly lie, saying they sent. Changing delivery time , from 3-5 to during chat, and to 7 via email. Ridiculous, if they would tell me that having delay I would order something else earlier, but they keep their lies. I have to order picture from someone else today, pay a lot more for express service. Additionally 'my-picture' failed, but rejecting refund. Incompetent company, and you can't trust them. I can see loads positive comments. I'm assuming people were lucky, I wasn't unfortunately.
written by gdSerrano299 on 05/03/2021
I placed my order on 11th February 2021, I chose this company for their fast shipping/ deliver time ( 7 working days) advertised. It is now 5th March 2021 and my order still hasn’t arrived. This is a Birthday present needed for 9th March. You are provided with a tracking number and are given a expected delivery date, when that date is present the delivery then changes to a few days later. This has happened 3 times so far. After contacting the company via email I have got the same genetic apology response every time. My tracking number is now showing “no available delivery dates expected”. This company is German not U.K. which isn’t made known until you check your tracking. I have emailed the company twice asking for a refund and the order cancelled to which I have had no reply. Terrible company, unacceptable service and communication. Do not use.
written by Smax0168 on 24/02/2021
Has to be the worst company I've ever had the misfortune to deal with. Thought I was dealing with an English company having a .co.uk domain name & a company address in London. My print eventually arrived but was badly damaged. They did agree to reprint but I wasn't convinced that it would be any better so requested a refund quoting the Consumer Rights Act & Distance Selling Regulations. Totally astonished by their reply. "We are a German company with German Laws" so our UK Consumer Protection does not apply. Therefore NO REFUND. Stay well clear. Use a UK company & avoid them!!!
written by Romeo2100 on 10/02/2021
Ordered “PREMIUM” cushion for my partner for valentines, only to left in complete shock and disarray to receive a product , that I could have easily bought in Wilkinson on Wembley High Road. When I contacted customer service , they sent me a HEAVE of paragraphs, detailing the process of their “QUALITY”, “EDITING”, “PREVIEW” , “SHARPNESS” to offer me a choice between a free reprint (for example, with a different edge type or picture data) or a 50%-voucher* for your next purchase. DO NOT USE
written by Jordan457 on 30/01/2021
I placed an order for a few items but I never received them. Stuck in a depot god knows where and all I get from Customer support is wait, wait & wait.... Tracking has not moved since 24/01/2021. I emailed this company as I wished to get a full refund once they got the package returned to them but all I get is due to German law I cannot get a refund. I did not even know they were based in Germany as they use a UK website (.co uk) and using a London address. Well I am truly sorry to burst your bubble, but here in the UK under the consumer act if we do NOT receive a item that we purchased we are ENTITLED to a full refund. This is what I have done. I received my full refund via my bank. So this company will have to repay the bank charge. I would personally ask others to avoid this company at ALL costs and go to a reputable company in the UK who will send out your items to you promptly. Also check out reviews on Trust pilot. This company has done nothing but make me have unwanted stress that I do not need.
written by nickh2770 on 22/01/2021
I ordered a calendar two weeks before Christmas for a present. Still has not arrived six weeks later. I've asked for a reprint of it which they refused. They offered a credit via a very long complicated process of placing an order then not completing it. So I gave up and requested a refund. Still no refund so I raise a case with PayPal. They then state if I close the case they will refund! Really!!!
written by Hatchorder on 15/01/2021
I ordered a framed starchart on 13/12/20 as an Anniversary present. On 21/12/20 the starchart was delivered unframed. I contacted customer services immediately and explained it was an anniversary present for the middle of January. They contacted me and said they were sorry and would remake the order. It then took until 7th January (17 DAYS) before they remade the order. It was shipped and sent UPS. I was told it would be delivered this week. Tonight I checked and it was still showing it is with UPS. I rang them and they said it was still in Germany and to contact MyPicture.co.uk! So faulty order, delay in putting right the error, slow shipping and then item not delivered in time for the Anniversary. Waste of money, extremely poor customer service and lousy delivery excuses by UPS. Would NOT recommend this company to anyone if you want your goods to be right or delivered on time.
written by jamesbowen on 07/01/2021
I was quoted one price on their website and was charged more afterwards, talking to there customer service is like speaking to a brick wall.
written by Courtneyd07 on 23/12/2020
I had sent this firm a photo through on my phone and instead of actually opening the photo, they just printed half the photo onto the mug, so there was about 50% of the photo missing, even people cut off from the waist etc, so obviously it wasn't checked and they simply sent me out the mug which was completely useless. My 1st response was very encouraging, customer satisfaction was paramount, we will endeavor to rectify this, so I was convinced they were both a good and reputable firm. This is what they claimed....(I'm sorry that you're not content with your ordered product. As customer satisfaction is our goal, I will gladly solve the issue as soon as possible.) Nothing for a week, then a total U turn, customer service had went out the window and they more or less said sorry, tough luck, the machine printed whatever, so no replacement will be given. This was to be a Christmas present for a wee 5yo boy, so I'll have to find something else. The mug was £6 plus postage, although I have been informed the shop up the street will do the same for £4, so these crowd are in no way good value. Might I add, the product was shipped from Germany, so all a little odd. My advice is stay clear of this firm,they are overpriced, very amateur and horrific customer service
written by Reviewaaa on 16/12/2020
My order never arrived, they refuse to give a refund. They are not based in the UK, they are based in Germany and they make up ridiculous excuses to say they can’t refund you or to delay communication they say there was an error in your address or your email address, which is not true at all. I spent money on Christmas gifts and they’ve taken my money with no support to help remedy it!
Written on: 23/12/2020
I totally agree, they aren't even a British firm, they are German based. Sent me a mug with half the photo print missing and told me tough luck, horrible people and I'll never order from them again.
Written on: 07/01/2021
They overcharged me then refused to refund me, they take about a week between replies and make less sense each time.
Written on: 29/12/2020
This is true the service they provide is awful.
written by olistreet06 on 09/12/2020
I ordered an acrylic tile and it wasn't overly expensive, although tracking my parcel wasn't an option they still provided order information, and it was stated that the tracking is out of their control due to the shipping company they are using, However it arrived just over a week after ordering it. Once it arrived today I opened it and I COULD NOT BE HAPPIER with how the picture turned out, well worth the money and a great gift for any friends or family this Christmas!!!!!!
written by Kazbeau on 20/11/2020
Customer service is a joke ordered 3 pictures received one no notification of when the others will arrive no means of contact says order number not recognised what a shambles
written by HoraceWimp on 03/09/2020
Placed an order, after a relatively straightforward design process. Order was confirmed but no tracking information was available. After 3 weeks of waiting for receipt of the order I contacted the company. I was told my order had been returned because the delivery address was incorrect or incomplete. It was not, my address was perfectly correct on their own confirmation email. They offered to resend to a "corrected" address which was unnecessary. And then had the cheek to offer as a gesture of goodwill not to charge me the extra postage incurred because of their failures. I will not be using this company again, as a consequence of their attempt to imply the responsibility for poor service was mine.
written by davidgill-collis on 24/07/2020
The Consumer Rights Act 2015 clear states that where a product is faulty the seller has one chance to put this right, otheriwse they MUST issue a refund. I ordered a photorug which was faulty. MyPicture sent a replacement, which was also faulty (as an aside - don't buy the photorugs as there is an inbuilt flaw in the materials used in the manufacturing process). I then asked for a refund. MyPicture told me I was not entitled to a refund as it is THEIR POLICY that they have TWO chances to put right any sales that are faulty or not fit for purpose. I've asked them why they think company policy overides the law, but they have been reluctant to respond. They have even since told me they will send me a diffent product as an alternative ! Why would I want that? If I wanted a different product I would have ordered a different product. Funny enough I also have a 2nd product outstanding that I ordered at the same time as the photorug (over a month ago). I waited 3 weeks for this to turn up, and when I contacted MyPicture they told me it had been returned due to an incorrect address. They told me I had to provide them with my correct address. I advised them that I had provided my correct address, that my details were correct on their website, and that I had just had my photorug delivered and that had the same address details. Their response was that I had to give them my real address. We just went round and round in circles until their customer services gave up and sent out a replacement product - which I haven't received yet. No, I'm not overly impressed with MyPicture......
written by Mabel11111 on 01/07/2020
DO NOT GO NEAR THIS COMPANY!!!! My original order of a framed family photo was placed at the end of May and I was debited £44.90 on 1st June 2020. The Hermes tracking page (when I managed to decipher it, as it was in German) stated that the item had supposedly been delivered to me on 4th June....OH NO IT HADN’T! Despite several attempts to resolve the issue, both by phone and email, I have been fobbed off and am still waiting! Having read the recent reviews on other review sites, it seems there is something afoot with this company.
written by SamS1000 on 18/10/2019
Ordered a canvas frame and after a week nothing had turned up and the order status hadn't changed. It was only after inquiring as to what was happening that they admitted "something had gone wrong", and then tried to claim that they had informed me first, when I hadn't received any communication at all at any point. Their 'customer service' rep was very rude throughout and just tried to stone-wall me all the way through, and after repeated attempts at finding out what had happened or when it would be delivered (which they still wouldn't elaborate on) they offered a token voucher for a discount off my next purchase, which of course I won't be making! Cannot stress enough how unhelpful and frustrating the whole experience has been, definitely would not recommend or ever use again. 8 days later and still nothing has turned up.
written by Lola464 on 04/09/2019
My order was not delivered after several weeks. I asked for a refund (I bought a framed photo as a present for my wife's birthday which since passed) but was told they don't do refunds. I wish I had taken notice of the many negative reviews before making this purchase, as such service appears to be a recurring pattern. Customer care is very poor.
written by audreyyoung on 12/04/2019
Ordered a small canvas which was on an offer and I was absolutely delighted with it. Have since ordered an xxl one and the picture quality is brilliant. My daughter has also ordered and received a lovely canvas. Even though it’s coming from Germany the delivery is pretty quick. Great quality and quick delivery.
written by on 30/04/2018
Abysmal. I ordered from this company over a month ago and still haven't received my order. A large part of the blame should be attached to UPS as they are the ones that failed to deliver, but my-picture have chosen them as their only courier option so have to take ownership of that. So far, i've lost 2 days pay waiting in for delivery which never arrived. They failed to deliver to one of their own collection points, returned to sender once, and sent my package to the wrong address twice, the 2nd time they left it there and are now claiming it's been delivered. I've asked for a refund repeatedly as half the order was intended as a birthday present, and that birthday has now passed. They refuse to do anything, claiming that the order has been delivered. Their customer service is awful, ignoring questions and giving generic cut and paste replies. They have my money and over a month later i still have nothing. Criminal. Avoid at all costs.
Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.
We will email you when the question is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
As rated by our community of reviewers
Toothfairy66's Comment
Written on: 14/03/2021
I totally agree with you my order hasnt arrived either they are ignoring my emails, twenty quid down the drain, i wouldnt recommend this company to anyone.