100% Customer satisfaction, really? NOT my experience, despite the glowing references shown here, which I think are selected for publication. I doubt that this review will be published. Are negative reviews filtered out ? I ordered using the 'chop' service in order to save on cost, being an OAP on a limited income. When the frame arrived, the two long sides were bowed, which I think, rightly or wrongly is unacceptable. Upon complaining, I was asked to send photos of said 'fault'. Which I did. Brampton then informed me that they would send replacements, "as soon as we can. " because, and I quote again "we may have to order more moulding in."This was five days ago and, taken at face value, sounds reasonable. They have none of this moulding in stock, so will have to get some. However, what I fail to understand is this; If I go online now, and indeed for the last five days, I am able to order as many more of this particular frame moulding as I want, so they obviously DO have it in stock. But are NOT going to do the decent thing and send me replacements any time soon. The only conclusion that I can draw from this is that they are deliberately not going to rush to rectify faults in order to punish any customer who has the temerity to complain. They will make you wait and suffer because the '100% satisfaction' claim does not, apparently, apply to the 'DIY' customer. Very disappointed.Moreexpand_more
Response : When we originally cut and sent out your chop service order, we honestly really did not notice that the lengths were bowed. We would never knowingly send any faulty or defective products to our customers. We didn’t see the email reporting that the lengths were bowed until approx. 3. 30pm on Thurs 20th Sept. By this time, we had already placed our daily order with our moulding suppliers, and we found that we had no more of this particular profile in our stock. The couriers are not operational over the weekend, meaning all orders placed on Friday’s don't arrive with us until Monday afternoonThe replacement chop service was done first thing Tues 25th morning, at the soonest possible time, for delivery to you 26th.
We certainly did not deliberately make you wait to “punish” you. In actual fact, we have dealt with your replacement chop service within 4 working days, 1 day quicker than the 5-7 working day turnaround stated on our website. In regards to the comment:“If I go online now, and indeed for the last five days, I am able to order as many more of this particular frame moulding as I want, so they obviously DO have it in stock. But are NOT going to do the decent thing and send me replacements any time soon”.We place a daily order with our moulding supplier. Although we have a lot of stock on-site, we do not have hundreds of meters of every single moulding shown on our website in our premises, in much the same way that you wouldn’t imagine that a painter-decorator would have numerous pots of every single colour in a paint catalogue. Negative reviews are certainly not filtered out, customers will usually email us to attempt to sort out any issues or grievances, and we are very happy to help in every way we can.Hope your framing project was successful!Moreexpand_more