Disappointed given all the feedback.

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Connellhz241's review of Snap Frames Warehouse - www.snapframeswarehouse.co.uk

★★★☆☆

“Disappointed given all the feedback.”

Written on: 11/08/2014 by Connellhz241 (1 review written)

So all glowing reviews bar one person at the beginning.

Well unfortunately I'm going to have to follow suit with the initial reviewer. I placed an order for just one snap frame (Silver 27x40) almost £50 with VAT & Shipping.

The frame arrived as stated, next day but I didn't get around to unpacking it until about 4 days later when I had time to get it out and put it up. Still all good so far. What a shame that after hanging the frame and placing a poster inside it that I noticed some long lengthy scratches down the left side of the snap frame. Being silver these looked quite bad.

I emailed SFW and had a reply requesting photos which I sent. The 2nd reply offered me a Good Will Gesture of £10 which again is quite reasonable I guess. I did accept the offer but the tone of the 2nd email has put me off using this this company again. They stated you have 3 days to check over your goods and list any damage to the item or they accept no responsibility for the issue. Wow 3 days thanks very much!!

Everyone quotes the sales of goods act all the time and I for one have read it and think I understand it pretty well. Yes there are lots of grey areas regarding it but it's always worth knowing it especially when companies like this have there own sets of rules. Have a read here..

Online orders: http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Sales of Goods Act: http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act

I think I'm right in thinking I have a lot more time than 3 days to address any faults I find especially when the frame is not as described.

All in all I am pleased with the frame but the after sales service and email remarks lost them 2 marks.

  • Snap Frame £46.51

    Goods purchased & cost

  • On time

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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Www.snapframeswarehouse.co.uk's Comment

Written on: 17/09/2014

Thank you for your review. We were very disappointed to hear that you were not completely satisfied and I have now looked into the circumstances of your transaction.



The order was placed on July 24th, 2014 and delivered on July 25th. It was not actually until August 6th that you contacted us by email to advise us that the frame was scratched. The images that you sent to us showed the snap frame fixed to the wall with a poster in it.

 With respect, we do absolutely everything we can to provide a top rate service, but we are unable to replace a frame after that length of time that has obviously been used for the purpose it was bought.



My colleague spoke to you by telephone to offer you a discount of £10 as a gesture of goodwill which I am told you gratefully accepted and which we refunded that same day.



Again, we send our apologies that you were not totally happy with our service and thank you for your business.

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