Ezeframe reviews

Hi Will,

Thanks for your feedback and the opportunity to respond to your comments.

Firstly, the product purchased was a custom made product manufactured to your exact specifications and not eligible for a refund under the terms of Distance Selling Regulations. The frame was purchased/delivered in November 2012 and the first mention of any faults were received approx 2 months later via email.

We were initially unsure of what the fault was, but as a gesture of goodwill sent a complete replacement frame despite the problem being reported well outside of our 48 hour damage/fault window. The replacement item was inspected by numerous people here and free from any faults. On receipt you reported this item as faulty, and I became concerned that the fault was more to do with the technics being used to fit the pictures, and not with the actual frame, although I cannot confirm this as you have not responded to our requests to make the faulty frame available for collection so that it can be inspected here. You immediately requested a refund and advised you would take action via your credit card card company.

I am very sorry you feel let down by our service, but from our point of view we have offered, as ever, an excellent service. You reported a fault with a picture frame 2 months after it had been received and we still sent a replacement item which was free from any faults or defects.

Thanks
Rob

Dear Jordan. Your original email to us stated that you were "very happy with the frame" and you "appreciated the mount colour will vary" and "it was not exactly our fault". You proceeded to suggest a different mount colour would have been a better choice and questioned the delivery charge of £5.95. I responded advising I would send a sample of the mount colour to ensure we had supplied the item correctly, and confirmed the delivery charge of £5.95 for orders under £50.00 net. I have reviewed my email and I cannot see any reason why it would be deemed to be rude. You responded telling me not to send the mount sample and you would go elsewhere to buy a replacement mount. You then raised a claim via Paypal for the original order, which was subsequently rejected by Paypal. I emailed you to advise that Paypal were rejecting the claim and maybe it would have been better to have gone directly to us as the problem could have been resolved amicably. This certainly wasn't a threat and my apologies if you saw it this way. The problem seems to have arisen due the the postage charge for a replacement mount being the same as the original postage charge for the frame and mount. Please can you consider that the mount would have been virtually the same size as the original frame/mount, it would have been packaged in the same size box, and dispatched via the same next day courier service. The cost of delivery to us would have been exactly the same as the cost of delivery for the original order and therefore we have to charge the same amount.

Dear Martin
Unfortunately your opinion of the colour of the frames differed from the opinion of the moulding manufacturer. I advised that the frames were classified as silver, and were entirely different in colour to the gold variant. As a goodwill gesture I offered a full and immediate refund of the total cost, including original postage. This offer was made during our very first telephone conversation. However you did not want to pay a few pound in return postage and advised you would prefer to take further action. I advised that you would need to contact you local trading standards office for them to make a judgement, and advised that I would comply with any decision the trading standards team made, as well as offering to provide moulding samples.