Inaccurate Website Information
Since I previously purchased excellent items from the now closed Buchanan Galleries store where customer service was second to none I felt confident ordering from the company website. Sadly when I ordered a not inexpensive picture to be delivered to my elderly father as a Christmas present the experience wasn't a positive one.
Unfortunately I had to chase up the order after several weeks, it was then dispatched the following week. Delivery wasn't ideal, despite my dad being at home the courier failed to even ring the bell and simply left the package outside in the pouring rain. Since it was left wedged underneath the door handle he couldn't open the door without calling a neighbour to remove it. To be fair, being unaware of what was ordered my dad was pleased with the gift. However on visiting I noticed the picture delivered was not the same as shown on the website. It had a different size and colour of frame and the mount differed from that shown online meaning the picture received looked different to what was ordered.
When placing an order I expect to receive the correct item so I contacted the company to enquire why it had been changed. They informed me that they can't guarantee an accurate size or an exact likeness of what is advertised online. Apparently certain frames had been discontinued which explained the differences to the item supplied and since it was delivered over 14 days before they wouldn't accept it's return. Given the unavailability of the frame shown online my dad wouldnt have wanted to return the picture anyway but the company's response lacked any sign of concern for customer satisfaction. I informed them that false advertising was unfair to customers and suggested they correct the frame details shown on their website to avoid similar issues in future. Unfortunately their reply was simply to say the website pictures are provided by the manufacturer and not them.
While I appreciate the courier issues weren't under their direct control the lack of interest in providing customer service was disappointing. It also shows poor business sense because their poor attitude to customer satisfaction doesn't inspire me to shop with them again.