Problem with a Loxley order

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Betty

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I recently ordered a Bellissimo Classico album to use as an example in some upcoming wedding fayres. Order arrived sealed with a "Perfetto" sticker and card on correct care... for a "Perfetto" album. I thought nothing of it, thinking it was a simple mistake.

Inside, the only double page spread I had looks like this...

photo123.JPG


(quality of actual photo is much better, this is just an iPhone photo)

Anyway, I panicked thinking I had ordered the wrong album by mistake, all my orders say Classico, as does the paperwork that came with the order. Even a call to Loxley customer services confirmed it was, in fact, a Classico.

They've asked if I can send the album back to them to see if there is anything that can be done. Has anyone else ever had this sort of problem before, and if so, what was done to resolve the issue?

If it just hadn't cut through the grooms face, I would have let it go, but I don't want potential new clients seeing this, thinking it might happen to their albums :(
 
Not this, but Loxley's QC and customer service seems to have gone right downhill over the last year or so. They now seem to somehow mess up as many orders as they get right
 
Don't get me wrong, the lady I spoke to was really good, really helpful. I just can't see how they can fix this without replacing the album :/
 
Betty said:
Don't get me wrong, the lady I spoke to was really good, really helpful. I just can't see how they can fix this without replacing the album :/
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That is what they will do.

If they have made a mistake, then they will rectify it. Write-offs and re-do's are built into their pricing model - as additional work / re-work should be yours.

You won't want a sample album that doesn't match what you are offering, and they will want to lock you into using them for your albums..... long term business is what they are after.
 
To be fair, from what you've said it seems like they're prepared to rectify the mistake they've made, which is fair enough.

Wouldn't worry about it at all....
 
Thanks for the input guys. I don't mind them replacing it at all, they just said they would see if anything could be done first, and wondered if they had done the same for anyone else.
 
They did a poor job printing an image for me and replaced it when I got in touch to complain. Fair enough but not sure if QC has been slackened.
 
Surprising that some people think Loxley's CS has gone downhill. That's not the case in my experience.

They cost more than other companies, but the reason why I use them is because if there is a problem they resolve it quickly and very efficiently.

I can't praise them enough, TBH.
 
Ha, that makes me think they have split up and one of them as chopped the other out of the photo. Not the message you want when touting for business!
 
Metal God said:
Surprising that some people think Loxley's CS has gone downhill. That's not the case in my experience.

They cost more than other companies, but the reason why I use them is because if there is a problem they resolve it quickly and very efficiently.

I can't praise them enough, TBH.
Click to expand...

I had mega problems uploading and using the ROES software, they were great on the phone to me, couldn't help me enough :)
 
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