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looneytunez1024

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Has anyone else had problems/dealing with this company?

I bought a Lencarta 3 Head Flsh Kit from them just over a week ago and it was advertised with 2 strong bags one for the heads and one for the stands. The picture also included this bag.

It arrived and everything is there BUT the bag for the stands and now since contacting them about it they have now gone and edited the picture and removed the stand bag and claim I never saw it and my alleged description and image cannot be found.

However I took screen shots of them as I had a feeling this was going to happen and the description still states "The heads and stands can all be packed away into two strong bags, which are also included. "

When I purchased this kit the image had the stand bag in there and also was advertised in the description but since my complaint they have now removed it and basically saying im lieing.

Where do I stand with this?
 
I use Photomart three or four times a month - and have done for many years - so I'm surprised you are having any issue.
 
Louise, I work for Photomart. I saw your posting as a user of the forum.

I believe we are dealing with your issue.
 
As far as I am aware Lencarta had cahnged the specifcation of waht was being supplied to us. The bag is now an extra item , which has to be seperately charged.
 
MARK AMIES said:
As far as I am aware Lencarta had cahnged the specifcation of waht was being supplied to us. The bag is now an extra item , which has to be seperately charged.
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If this was the case then why were the pictures and description still stating the bag was inlcuded? Up until today the screen shots I have were right you have only changed the picture since I complained. I have screen shots to prove this and will keep them as proof as you now seem to have edited the photos. Even now at 18.51 on 24/03/11 your description still states The heads and stands can all be packed away into two strong bags, which are also included.


Im not getting at you Mike personally but at the end of the day I bought the kit based on the description and picture and only to find its not correct and then I basically get accused of lieing, its not acceptable. All I want is what I intended to purchase and paid for.

I have been in touch with consumer direct and they have advised me of my rights and wether or not the bag was included you still misold the kit and should resolve it.

Marcel said:
Louise,

Do you have the screenshots to hand?

You can email them to me at marcel@talkphotography.co.uk if you wouldn't mind :)
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on the way.
 
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snappingsam said:
I use Photomart three or four times a month - and have done for many years - so I'm surprised you are having any issue.
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Obviously just me having a seriously bad week mum being ill and yesterday my rabbit had to be pts so just wondering whats next
 
Well I've seen the screenshots and they seem to back up Louise's statement completely.

MARK AMIES said:
As far as I am aware Lencarta had cahnged the specifcation of waht was being supplied to us. The bag is now an extra item , which has to be seperately charged.
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Unfortunately, that is not the responsibility of the customer.
It seems to me it's a simple supplier/retailer/website communication issue. The product changed, and Photomart failed to modify the website listing.

However, the responsibility for the website lies with Photomart, and therefore it's up to Photomart to provide what was advertised and paid for. It's a legal requirement.

And good customer service of course.
 
I have used Photomart for a number of years and have found them a good company to deal with. Had the odd query, spoken to them and they've sorted it out straight away.

Have you rang them and discussed it directly ? From my experience I would think if they can they will try to sort it out for you.
 
DuncanH said:
I have used Photomart for a number of years and have found them a good company to deal with. Had the odd query, spoken to them and they've sorted it out straight away.

Have you rang them and discussed it directly ? From my experience I would think if they can they will try to sort it out for you.
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Yes numerous times and i only get told that someone will phone me back and then when they do all i get is its not included in the sale and weve provided what you purchased.

Despite the fact that the description and images stated otherwise. Its not down to the money side of it its down to principle.

I file a complaint and this is the respone i get "We have tried to locate the image and description that you alleged were on the website, however we have had no opportunity to locate them" but I have proof they were there.
 
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I'm looking at buying the same kit so I'd be interested to hear how you get on with getting the bag and what you think of the equipment.

I hope you get it sorted!
 
aspidistra said:
I'm looking at buying the same kit so I'd be interested to hear how you get on with getting the bag and what you think of the equipment.

I hope you get it sorted!
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Well the quipment is fine i just dont like the recent customer service. However I cannot fault a guy called Richard hes been very nice throughout its just the others. It might only be a bag to some but to me its the principle if they knew the kit had changed then it should have been changed on the website to state this not just leave it for people to purchase and then wonder why they are not happy about it.
 
Louise, I have only accessed the thread now, having come into work. I have taken note of what has been said, and I will be passing this all on to my management team.

It would not be sensible to say much more here, but obvioulsy I woul dhope to get the matter resolved amicably.

I would like to say that as the matter liese between ourselves and Louise, it would be good to keep it so. Having matters like this discusssed freely up on a public access forum is not the best solution to the problem. Now I realise that people reading this will jumpt o all kinds of conclusions, and there is very little I can do about that , but I would appreciate it if Marcel and the team could bear this in mind. I am not trying to cover things up, but I am sure this matter can be sorted off the forum.

Thank you
 
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MARK AMIES said:
Louise, I have only accessed the thread now, having come into work. I have taken note of wahthas been said, and I will be passing this all on to my management team.

It would not be sensible to say much more here, but obvioulsy I woul dhope to get the matter resolved amicably.

I would like to say that as the matter liese between ourselves and Louise, it would be good to keep it so. Having matters like this discusssed freely up on a public access forum is not the best solution to the problem. Now I realise that peopel reading this will jumpt o all kinds of conclusions, and there is very little I can do about that , but I would appreciate it if Marcel and the team could bear this in mind. I am not trying to cover things up, but I am sure this matter can be sorted off the forum.

Thank you
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Mark

I have tried to resolve this off the forum only be basically ignored and as good as accused of making this up. So felt I had no other choice I was not aware anyone from Photomart was on here I was merely asking past customers if they had any issues with you.

Like Marcel has said Im not to blame if Lencarta changed the specification of what was being supplied, if this was the case then why has the website not been updated to state this. I wont be the only one to complain im sure of it so its in your best interests to fix this issue and resolve my problem.

When Im getting comments such as above what do you expect me to say?

I have purchased a Lencarta kit before so basing that on my previous purchase and your website description and image I was expecting the stand bag to come only to find it wasnt there and when i raised it I was made out to be seeing things and that the bag was never meant to be there despite what the website says.

I know what the picture and description stated when i purchased them you have only changed it since I complained therefore trying to cover it up and make me out to be a liar , Its a good job Im fast on thr ball and took the screen shots when i did.
 
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Louise, I hope you understand, I cannot and will not make anymore comment on here right now. The matter needs to be resolved between Photomart and yourself.

I cannot get drawn into this on a forum, sorry.
 
Louise,

reading your comments
Like Marcel has said Im not to blame if Lencarta changed the specification of what was being supplied, if this was the case then why has the website not been updated to state this.
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you should be aware that all traders are aware that changes can be made to product and include terms within their contracts to reflect this. Photomarts terms are as follows;

• All illustrations and product descriptions featured are for guidance only. Actual packaging and product design may vary from those shown.

• We are not responsible for typographical errors.
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Those terms are publicly visible on their website.

I have had occasion to deal with another firm for something non photographic related where they highlighted their own terms when they supplied something that was different from what I anticipated receiving and legal advice I was given was that they were within their rights as I had accepted their terms when purchasing.

What for me is of greatest interest is your comments;

However I took screen shots of them as I had a feeling this was going to happen and the description still states "The heads and stands can all be packed away into two strong bags, which are also included. "
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I may be totally misinterpreting this but that gives me the feeling that you have looked at this product elsewhere and seen only 1 bag listed and thought that somehow you had found something different here.

Yes I do know the people at Photomart having done a number of seminars for them and something that I am aware in their setup is that it is a large business and the person that edits the web content is not one of the sales team and as in their disclaimer there can be differences. If you are updating a website that contains many thousands of products there is plenty of opportunity for there to be discrepencies between the web information and the information the sales team have. This is not meant as a defence or excuse, just a simple statement of fact.

I wish you luck in getting this resolved.

Mike
 
I got the kit on Monday but by the time I got home as (I collected it from DPD depot as i was out when delivery was attempted) and opened it all up they were shut so I rang them on Tuesday morning and was told I was wrong and that the stand bag wasnt included so I took the screen shots because they were arguing it and I wanted proof of what the website stated. Up until yesterday the screen shots i took were correct they have only changed it after I complained. The description and image stated the bag was included but they are now saying its not and never was. My argument is if this was the case then they should have changed the website to state this not lead people on thinking they were going to get the bag when in fact they werent.

just recieved a phone call from someone at Photomart they are going to ship the stand bag as a good will gesture they admit there was some confusion in all this. Lets hope it arrives and this matter can be put to bed.

I dont like to make complaints about companies normally but when something is advertised and doesnt come then of course im going to be annoyed

After all this I hope to purchase from them again but i will be checking with them direct in future to make sure im getting what i see advertised.
 
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Louise, we have done our best to resolve this, and I hope that the matter can now be 'put to bed'.
 
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