Damaged Print Not Replaced after 3 Months

Item: Red Man
Rating: 1

We approached Red Man in Design Quater, Fourways to frame 2 prints for us. 1 of the prints required cutting. We received our framed prints back, one of which was perfect, where as the print that required cutting was not. The print was not cut correctly. We took the frame back for this to be rectified. When we returned to collect the print that needed fixing we discovered that the print was damaged even further! We were initially told that this is what this 'kind' of paper does. The paper looked like it had been through a washing machine. We refused to accept that and asked for the print to be replaced. We contacted the artist who informed us they have prints available online, however our specific print was a custom size and can only be bought directly through them for R2000. We informed Grant (from Red Man) that this would be the cost to replace the print. He proceeded to accuse the artist of trying to rip us off and ignored us completely and proceeded to purchase the incorrect image size from the online store. He then said he would make it fit?! How do you make an image smaller than the one originally given to you 'fit'? He asked to please wait until he received the print so we could make an appropriate asses*****t. We decided to give him the benefit of the doubt and agreed to this approach. This happened on 24 May 2016. We have received absolutely no communication from Grant. The only updates we would get is when we physically entered the gallery. Today, 12 June, nearly 3 months later. Both my husband and I, at seperate times, went to see him. I was spoken to as if I were nothing more than a thorn in Grant's side. I demanded that by Friday we either had a print or our money back. He accussed me of threatning him. How is this a threat? I am a customer and I am demanding what is due to me, almost 3 MONTHS later. He started to shout at me, I then returned the favour and also raised my voice, which then prompted him to threaten me that he will have security remove me from his store. He also proceeded to tell me that he will be happy to see the back of me and that customers like me mean nothing to him. He also told me that HE WILL DECIDE what the appropriate time frame for resolving this issue will be, not I, the customer. Who is R3000 out of pocket with nothing to show for it. He also told me that he is communication with the artist, which I know he is not as the artist is a personal friend. All he has done is contact the online store that sells the artists work to inform them he needs a different size to what is on offer. How does this take 3 months to resolve? And why do I as a customer have no say in how I would like him to fix what he broke in the first place. There is absolutely no care for the customer when Grant is in the wrong and he will make every effort in ensuring that you are made to feel insignificant and unimportant with no recourse. He will address matters as he wishes with no consideration to his customers. I have resorted to contacting a lawyer to understand what my next steps should be. Its so very sad as Red Man came highly recommended. I understand and accept that mistakes happen. This complaint has nothing to do with the fact that they damaged my print. But everything to do with the fact that they are not willing to rectify their mistake. Based on this, I will never recommend their services to anyone.

Helpful (0)

Replies (0)