Hi Jordan,

I apologise for the delay with the delivery of your order although it does appear that you selected Saver delivery and received your order within the delivery period however if you wish to make a formal complaint then please contact customer.concerns@thedx.co.uk.

Best Wishes,
Grace xx

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.