I ordered two prints from Metro about a month ago. I was preparing for an exhibition, and wanted to compare the quality of the prints, so I ordered from both Metro and Point101. The prints came in and the Point101 prints were faithful renditions of my paintings both colour and black and white, however Metro's colour was wrong and the black and white too dark. I purposefully ordered the same images from both companies so I could compare properly. I telephoned Metro to complain, and I asked for a refund or two new prints. I was refused and told that it was my upload that was at fault, even though there was not a problem with the same uploaded images from Point101. I told Metro this but was still refused any possible settlement, even though I was not happy. The staff were all polite and never rude, but I had to ring all the time to get any resolution (that they implied might come to me) but after a week, realised was not going to be forthcoming. I think the saddest thing is that I was fobbed off because I had not used their 'bespoke' service, only the digital upload service on the internet. In my view this just seemed a bit snobbish, like I was using the poor man's service. However I explained to them, that if I was to get a good amount of orders after my exhibition, I could still bring in a good revenue for them. I also explained that at Point101 take their digital upload service very seriously and provide a great product, something Metro doesn't and doesn't seem to want to improve either. It was like I was not allowed to waste their time on the phone, because I was just a faceless customer using the internet service. I believe that Metro are a bit out of touch, believing their internet service to be just bog standard, with no room for complaint or refund. I believe that businesses should be serious about every single product that they provide whether it be bespoke or standard. Both bring in revenue, and the standard sevice, if it is used by the majority, can end up bringing in as much, if not more money, than the bespoke one. I feel Metro are a bit behind the times if they look down upon their internet customers, because as we all know business on the internet is now surpassing business done on the shop floor. I never followed up my complaint with the manager because I became to busy with organising my exhibition, and so I'm glad this oppurtunity came up to make my complaint. Hopefully the manager at Metro (Clerkenwell) is reading this, because if he is, 'Can I have a refund?'
Christopher Grant found this review useful
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