Initially frustrated, then disappointed and finally shocked!
I placed an order online, however, one of the orders needed to be a custom size, which required an additional charge. I was requested via email to call to make the payment. I tried many times throughout the day and the phone was either engaged or ringing with no answer. I informed them of this via email and was asked to try again the next day. Again I tried many times throughout the day and it was the same story. That was my FRUSTRATION. Finally, after requesting that the order be cancelled, somebody rang me to take payment! After two or three days my order arrived, which was great......except here comes my DISAPPOINTMENT.....the special sized frame I had wasted all that time trying to pay for was the WRONG size. Yet more of my time was spent sending TWO emails before I got any response regarding my complaint (I knew there was no point trying to call). I was asked to send a photo of the frame next to a tape measure, which I did. Orbit agreed that they could quite clearly see that the frame was the wrong size and that this was their mistake.....Here comes the SHOCK......despite the fact that I have been totally inconvenienced by their error, they gave me THREE options to rectify it.....FIRSTLY, I could send them the frame back for them to 'recycle' - I get to have a trip to the post office and pay for this option; or alternatively I could pay a "SMALL FEE" of £12.99 (which was approximately how much the print cost in the first place) and they would send a replacement (how very good of them!); or finally I could DESTROY the picture of my 5 month old baby son and send them photographic evidence that I had done this. They would then send me another! Now, correct me if I'm wrong, but I would have thought that it would possibly be intelligent customer service when a company has made such a mistake to say something along the lines of 'Really sorry about the mistake...blah blah.....sorry for the inconvenience.....etc etc....we will get the correct sized frame out to you asap......oh, and if you can use the other one, then feel free to keep that by way of apology.' Shoddy all round really.
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