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The Picture Gallery & Framing Centre からの回答

2026年7月27日 に更新

Hello Justin,

Thank you for taking the time to share your feedback.

I'm sorry that you came away feeling this way, as it was certainly never our intention to appear unfriendly or uncooperative.

When you visited the shop, it was around 40 minutes before closing and you were looking to have your image printed and a bespoke mount cut so that the finished print would fit a standard-size frame. Unfortunately, the image you supplied was not a standard size, and the text along the bottom of the image was noticeably crooked. This is why our member of staff discussed the different options available, as she was trying to achieve the best possible finished result for you.

Although we do not normally offer an instant printing service for larger prints, she printed your image for you while you waited, despite the shop being very busy at the time and with other customers also waiting to be served. She was simply trying to offer advice and explain the limitations caused by the crooked text, with the aim of ensuring the finished product looked as good as possible.

Had time allowed, we could have added a border to your image and cut a bespoke mount to enable it to fit a standard-size frame. However, as bespoke mounts are made to order and the shop was particularly busy, this would have needed to be completed for collection the following day rather than while you waited.

I'm sorry that, on this occasion, we were unable to provide the service you were hoping for, and that your experience did not meet your expectations. We always strive to offer helpful advice and the best possible service, even when working within the practical limitations of bespoke work.

Kind regards,

Joy Brealey

*** Response to additional comments ***

Hello Justin,

Thank you for taking the time to provide further feedback.

I am sorry to hear that you felt the level of service you received was not what you expected. We take all feedback regarding customer service seriously, as we pride ourselves on being a friendly and helpful business and have been serving our customers for 40 years.

I appreciate that your concern is about how you felt you were treated rather than the details of the printing and mounting options discussed. I have spoken with the member of our team involved, and she was genuinely trying to provide advice and explain the different options available to help you achieve the best possible result with your image.

Had she simply printed the image as supplied, the crooked text at the bottom would have remained and would have affected the finished appearance, as part of the text would have been covered by the edge of the frame once mounted. Instead, she took the time to discuss the different options available and tried to help you achieve the best possible result. I am sorry if her attempt to offer advice and find the best solution came across as being unhelpful or disinterested, as that was certainly not her intention.

When working on bespoke projects, our team often needs to discuss practical considerations and suggest alternative solutions to ensure the finished product looks its best. These conversations are always intended to be helpful and informative, rather than to dismiss or inconvenience our customers.

I am sorry that your experience did not reflect the level of service we aim to provide. We value every customer who visits us, and we will continue to listen to feedback and ensure that our team maintains the friendly and professional service our customers expect.

Kind regards,

Joy Brealey