Very poor service from My-picture.co.uk

tarmac_chaser

tarmac_chaser

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Carl
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Just a word of warning.

For a Christmas present I wanted to give a large canvas picture and I came across My-Picture.co.uk. There was a review by Ephotozine which suggested they were ok for the budget.

The first canvas arrived 5 days after ordering. The packaging wasn't damaged but the canvas was. The wooden frame joins had come apart and the whole frame was warped.

They offered to send another one out and another 5 days later, the Friday before Christmas, after no confirmation that the replacement had been sent I found a parcel waiting in my porch when I got home.

The packaging was absolutely destroyed! I'm almost surprised that the driver hadn't left a note of explanation, it was laughable! I thought there's no way that the picture will be ok.

I opened what was left of the packaging and my mouth dropped. It was NOT my picture!!!

With it now being so close to Christmas I had to hastily buy a replacement present and bin the original damaged canvas.

I have asked My-Picture.co.uk for a refund but they have said under German law ( yes apparently they are not based in the UK) they don't have to refund for personalised orders.

So it's safe to say I won't be using them again and I wish I had come here to Talk Photography first and found a decent UK supplier!
 
Most of the consumer laws we have in the UK are EU ones (tries to avoid Brexit rant). I'd have thought the laws on Germany would be pretty much the same as here.
 
If they are trading in the UK, UK law applies, I would have thought, regardless of where they are based.

Were you clear you wanted to reject the order because it was faulty? Their response sounds like they think you have just changed your mind.
 
If you visited their web site based in Germany I reckon German law would apply. no idea what the German law on this kind of thing actually is though.
 
My-Picture.co.uk weakens their case that they trade in Germany.
Edit: from their website

Will I be refunded my money for the damaged goods?

Please note that our company is based in Germany and we are basically obliged to German law. According to German law, we have the right to repair or replace the custom made goods two times (§ § 433, 437, 439, 312d clause 4 Nr. 1 BGB ). If your product is damaged or parts of the shipment are missing, please contact our Customer Service. Of course, we will try to find an acceptable remedy in cases of justified complaints.
 
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an1uk said:
Most of the consumer laws we have in the UK are EU ones (tries to avoid Brexit rant).
Click to expand...

(Not intended as a pro or anti Brexit comment - more an observation that the UK has traditionally given consumers quite a bit of protection)

The 1974 CCA and SOGA are not EU laws - and give UK consumers major protection.

Distance Selling might be arguably EU - but TBH given the protections of the CCA and SOGA there's not much reason to doubt the UK wouldn't have cooked it up all on its own if it had to - but was in the EU at the time it was cooked up.
 
tarmac_chaser said:
Just a word of warning.

For a Christmas present I wanted to give a large canvas picture and I came across My-Picture.co.uk. There was a review by Ephotozine which suggested they were ok for the budget.

The first canvas arrived 5 days after ordering. The packaging wasn't damaged but the canvas was. The wooden frame joins had come apart and the whole frame was warped.

They offered to send another one out and another 5 days later, the Friday before Christmas, after no confirmation that the replacement had been sent I found a parcel waiting in my porch when I got home.

The packaging was absolutely destroyed! I'm almost surprised that the driver hadn't left a note of explanation, it was laughable! I thought there's no way that the picture will be ok.

I opened what was left of the packaging and my mouth dropped. It was NOT my picture!!!

With it now being so close to Christmas I had to hastily buy a replacement present and bin the original damaged canvas.

I have asked My-Picture.co.uk for a refund but they have said under German law ( yes apparently they are not based in the UK) they don't have to refund for personalised orders.

So it's safe to say I won't be using them again and I wish I had come here to Talk Photography first and found a decent UK supplier!
Click to expand...

Hi Carl

Any supplier lives or dies on both the standard of their products & the service level that supports it. Obviously they have not handled your order very well at all :(

But can I ask what apart from the ephotozine review made you choose that company, was it on price as well as that one review?

The reason I ask that here at TP there is a member advertiser called Trade Canvas and every buyer review by those individuals has been high.

Clearly you have been affected by both a mis-handled replacement after a courier issue.....but I note and sorry if I have misread it but did you say you binned the damaged item(s) then asked for a refund & further support i.e. the refund??? That does not sound like the correct sequence to complain to any supplier even a UK based one.
 
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Box Brownie

Just to clarify. On receiving the first canvas 2 weeks before Christmas the first thing I did was take photos of the damage and email it to them as I was anxious that Christmas was approaching and I needed this sorting.

They replied that I should not return the canvas, but destroy it and they would send a replacement.

The replacement arrived a few days before Christmas and it was not even my picture this time! The packaging was totally destroyed.

Since it was now too late for Christmas I bought an alternative present locally and asked My-Picture for a refund as I was sick of the problems
 
tarmac_chaser said:
Box Brownie

Just to clarify. On receiving the first canvas 2 weeks before Christmas the first thing I did was take photos of the damage and email it to them as I was anxious that Christmas was approaching and I needed this sorting.

They replied that I should not return the canvas, but destroy it and they would send a replacement.

The replacement arrived a few days before Christmas and it was not even my picture this time! The packaging was totally destroyed.

Since it was now too late for Christmas I bought an alternative present locally and asked My-Picture for a refund as I was sick of the problems
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@tarmac_chaser hi Carl

Thanks for the expanded details and clarification........and heads up about the experience.

I do hope, even though belatedly, this can resolved to your satisfaction i.e. money back in your bank ~ :fingers crossed:
 
Consumer law is largely based on EU law and certainly the consumer rights act is EU wide.

They are correct that they do not have to refund a personalised product, but that is if you simply changed your mind.

The product was damaged, you have a right to a repair, exchange or refund in the first 30 days. After 30 days you are entitled to a repair ir exchange.
 
ecoleman said:
Consumer law is largely based on EU law and certainly the consumer rights act is EU wide.

They are correct that they do not have to refund a personalised product, but that is if you simply changed your mind.

The product was damaged, you have a right to a repair, exchange or refund in the first 30 days. After 30 days you are entitled to a repair ir exchange.
Click to expand...

Surely in the case of the 'replacement' they 100% failed to complete the order because the item sent was not the one ordered!

So they have failed (depending on interpretation?) twice but how does the OP get them to admit "fault" and refund him???
 
Box Brownie said:
Surely in the case of the 'replacement' they 100% failed to complete the order because the item sent was not the one ordered!

So they have failed (depending on interpretation?) twice but how does the OP get them to admit "fault" and refund him???
Click to expand...

They certainly have failed and are in breach of contract. Unfortunately the only remedy is through the courts, unless he can claim through his credit card issuer or PayPal depending on how it was paid for.

If paid by debit card or credit card and it was less than £100 he could try the chargeback routeclaiming non receipt.
In reality he hasn’t received what was ordered.
 
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Sounds like total bummer mate but not much you can do now. For future though as said earlier trade canvas print have been brilliant the twice I've used them. Super quality and speedy service. Wouldn't use anyone else now.
 
@Tradecanvasprint who are members on here will look after you. Have a word with them. Nobody here has a bad word to say about their product or service.
 
I've used my-picture.co.uk several times with no problems, indeed I was very impressed with the quality for the price.

seems you've just been unlucky Carl.
 
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