Returning a Photobox Canvas

[ukaskew]

Has anyone had any experience of returning a canvas with Photobox?

We ordered two (the biggest size) 4 weeks ago and they were stunning, really pleased with them. My parents wanted them as well, so we placed the same order last week but they arrived with white borders instead of being fully wrapped (our original order was fully wrapped), to add to the disappointment one of them was clearly not straight, with one side being a good cm or two longer than the other.

Anyhow, contacted them today as we hoped/assumed they could collect them and replace them with fully wrapped versions. They've asked us to post them back (via the post office) though. Bit of a nightmare considering they are well over a meter wide and came in boxes that were not easy to open without compromising their future usage.

Can we ask them to collect or do we not have a leg to stand on in that respect?

 

[Steep]

I think you'll have to bite the bullet and send them back at your own expense.

 

[grey.squirrel]

If it is their fault though they should refund the postage. Not always but some do.

 

[MisterE]

Photobox are required to refund the cost of return postage. If they tell you otherwise they are lying. As for the box, obviously the canvases will be of no use to them and will be scrapped so it doesn't matter what state the boxes are in. Plenty of tape, and if you're still not happy put it in a bin liner bag.

 

[Impspeed]

I'm sure you would've been given a freepost return address - I know I have with photobox in the past. What they do say though is that they must inspect before they will send out replacements and often suggest that you send registered to avoid any delays/postal mishaps (at your expense).

DB

 

[Nookie]

It's odd that one side is longer than the other as I presume they would be using stretcher bars for the frame which come in standard sizes. Have you checked that you didn't accidentally order the plain side option instead of gallery wrapped?

 

[ukaskew]

It's odd that one side is longer than the other as I presume they would be using stretcher bars for the frame which come in standard sizes. Have you checked that you didn't accidentally order the plain side option instead of gallery wrapped?

Yes I've double checked everything, exact same order as the one we placed 4 weeks ago. It is a Freepost address thankfully, the issue was more that we've now got to get a very large box to the post office through no fault of our own.

The length thing is very odd, no matter how you look at it it just doesn't look straight. Upon careful inspection the bottom left hand corner is definitely 'hanging' lower than it should.

 

[seashaker]

I know its not the same type or size of print but when I have a bad print come through from photobox ( I think it was a 10" x 15") I emailed them a pic of what was wrong ( I diagnal white band at the top of the print) and within 2 days I had an wmail saying they had dispatched another copy.

so I would email them a pic to show its crooked and has borders, I would not make any reference to it being sent back and they might just send another one. I appreciate the difference in size.

Hope they get it sorted pretty quick as they are a good place to get things from!

 

[Meeten]

as seashaker said - I had a problems with some panos that I ordered from them and they jsut sent out the replacement after I contacted them and pointed out the mistake.

Suggest that you ask if you can submit a photo of the canvas and they can see the problem. Perhaps with the original one that you ordered, pointing out the inconsistencies.

Good luck.