Lazy Daisies Picture Framing Gallery Manchester

1 2 Reviews

Arts & Crafts in Manchester - Stockport
122 London Road, Hazel Grove , Stockport, Manchester, SK3 8JJ
+44 (0) 161 483 4003
http://www.lazydaisies.co.uk

Picture Framing Gallery in Hazel Grove, Stockport. Specialising in custom made frames for needlework, art, football shirts and photographs.

Tags: framing, gallery, picture

Lazy Daisies Picture Framing Gallery Manchester Reviews

Katrina G.

2 reviews

Response to previous review - *** Company response ***
I've added an average star rating so that I don't interfere with the voting ***

Just an update on this complaint -
I replied to Kathryn's original review here:

http://www.freeindex.co.uk/profile%28lazy-daisies-picture-framers-stockport%29_164328.htm

This conversation since progressed, and Kathryn returned to the shop. We replaced the glass and organised for the print to be dry mounted by a specialist with the appropriate insurance to cover a limited edition print of this value. Kathryn paid the 3rd party costs for dry mounting (we negotiated these costs down for her).

Unfortunately, Kathryn isn't happy with the overall process, and would not like to update her review with details of the resolution.

We have tried to work towards making amends, but in this instance have failed to please.

We are looking into improving our customer service skills and the clarity of our invoices.

We are also looking into whether to remove dry mounting from our offering in the future.
08-08-11

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Kathryn P.

1 reviews

Terrible customer service - Bear with me on this – its going to be a long complaint but I feel really aggrieved about what has happened.

We recently travelled to New York and purchased a limited edition print from Peter Lik (a landscape photographer). It cost us a significant amount of money but we loved the picture so much we decided to take the plunge. We had the picture shipped back from New York and obviously needed to get the picture framed.

We decided to take the picture to Lazy Daisies, they had previously framed my wedding pictures for my parents and had done a good job, so we felt more comfortable going to somebody we knew.

We took the picture in and we were served by Christy (I think that was her name, apologies if its incorrect) who was very helpful, gave us lots of suggestions on the framing – which I might add we didn’t go with, we copied the framing that the Peter Lik gallery had put the print in, as we really liked it. The print was provided to Lazy Daisies with a cotton pair of gloves and framing instructions from the Peter Lik gallery (all of which Lazy Daisies have retained). We spent a lot of time with Christy and had a lengthy discussion about how to display the print. Christy explained that when sticking this kind of print to a backboard, we needed to be really careful as if we got one spec of dust under the print it could damage it or lift it. I was immediately worried about sticking the picture down but Christy reassured me that she had a lot experience in this – a number of years experience. I went away excited about receiving the framed print that we had fallen in love with in New York (in about 2 weeks).

Just over 2 weeks later we collected our print and brought it home to hang. As soon as the picture was up we realised there was something wrong, the light was reflecting off the picture in all directions and you couldn’t see the print properly – we then realised that the print had not been stuck to the back board and as a result you could see all the ripples in the picture as it was originally contained in a tube. There were also 2 (maybe more) scratches on the inside of the specialty glass we had ordered.

I immediately contacted Lazy Daisies and spoke to Christy who again was understanding and said it was really important that we were happy with the print – she said that the ripples may flatten out or she could stick the print to the back board, she again reiterated the challenges of sticking the picture down and that she had lots of experience doing this. I asked if this process did go wrong, who foots the bill – she replied we would have to go 50/50 on the picture. At that point I confirmed the cost of the print and she was then hesitant, as was I, I certainly couldn’t afford 50% of the picture again!

We agreed to see if the ripples would flatten out after a short period of time. It was obvious days later that this was not going to happen. So we contacted them again and explained the picture needed to be stuck down as per the discussion we had had and the instructions provided by the Peter Lik gallery – which we passed to them.

My Husband took the picture back to the shop and asked to speak to Christy, she wasn’t in so he asked to speak to the manager/owner. At this point he was introduced to Tony Gallagher – Tony explained they would not stick the picture down themselves and they would have to ask another company they use to give a cost for doing so (reason being, their machine was not big or expensive enough to do it), so my Husband returned home with the print and waited for Tony to come back to us. We had to wait until after the Xmas and New Year period was over to progress this, we had to chase Tony and he eventually put this company in touch with us directly. Following a conversation with the other company my Husband asked who was covering the cost and it was explained we would have to

My Husband rang Tony as we felt they should cover the additional costs (or should have said no to the job in the first place) had a lengthy conversation with him and he refused to take any responsibility. When we requested that he take the frame back and give us our money back, he refused.

Following my husbands call, I was so frustrated, I rang Tony myself. I explained how upset we were that he was refusing to take any responsibility for their failure to inform us that they were not capable of sticking the print down as they need to use a bigger more expensive machine (owned by the other company). I cant list every insulting comment Tony said to me – here are a few highlights from my call (it was quite lengthy – most of the comments he had also said to my Husband on the first call)

1. I asked Tony if he was willing to take any responsibility for what the picture looked like, he said he would only take responsibility for the frame and the glass – at this point I suggested that surely how the picture looked in the frame was part of his job as the expert – I used the example of him providing a picture with an accidental fold in it and he told me to stop being ridiculous and talking in extremes 2. I explained that Tony has a responsibly to his customer to provide a perfectly framed picture and as long as he covered the additional cost of sticking down it would be fine. He replied “I cant imagine any businessman using his profit to cover additional costs – what if we had quoted the additional cost in the original price” – I mentioned that they should have explained this at the time and we probably would have shopped around as £360 plus the additional sticking down costs to frame our picture, we now know is more on the expensive side. 3. Due to the errors, I suggested Tony forgo any profit made and cover the additional cost of sending the picture to the other company to stick down, as they did not inform us they could not complete the job and there was also the matter of the scratches on the glass that needed repairing. I asked how much the profit was, his response “how much do you earn a week, well it’s the same kind of question” – I suppose if I am honest, I can except this, it more a question of was he willing to help his customer. 4. I mentioned the cost of the print to Tony and he replied “you spent that much on that picture” I said excuse me and he replied “you spend that much on that picture and you cant be bothered to spend another £30 – 50 to stick it down. 5. He said “Christy told you we couldn’t stick it down” – I reiterated her previous comments about wanting us to be happy and I have lots of experience with this. He then basically accused me of lying. 6. I asked them to take print out of the frame and give us our money back – again he refused to do this, even though his company has not provided the service we agreed – it would seem the CAB (Citizens Advice Bureau) would agree with us, they have not provided the service as described.

I had to end the call, as he still refused to help, I explained we will pursue the matter legally (if we can afford) and also try to the claim the money back from the credit card company for the framing (£360). He replied “well if your going to be awkward about it, I am not even going to fix the scratches on the glass” – I confirmed his total lack of customer service and he just said “goodbye” and put the phone down.

This backs up the previous review about Tony. To say Tony was condescending and rude is an understatement. To top this all off Tony is actually the owner, his attitude cant be described as his sense of humour, his attitude to me was just upsetting, I came off the phone from him and cried as I could not believe that he is not willing to cover any of the cost to correct their error. This may sound dramatic but we love the picture so much and it cost so much money. On their website the description about Tony says “Tony owns the business and has been framing for over 10 years. Now most of his time is spent sourcing the best framing materials at the best cost, keeping up to date with the latest trends in framing, delivering wholesale framing orders to photographers, other picture framers and gallery owners, dealing with customers, and doing the bookwork” – his dealing with customers responsibility should be taken away from him. I think Tony assumes that as we have paid for an expensive print and have already paid for an expensive frame and glass, he can add additional costs for their shoddy work.

I will post this review on every website I can find, detailing their service, I cannot understand why they will not take the picture back in and correct their errors. Surely the fact that we are a repeat customer should count for something 08-01-11

Tags: Picture framing