I graduated from the University of Birmingham in early July. I had ordered photos from Ede & Ravenscroft which cost £60 plus £7 postage and packing. The estimated delivery was four to six weeks after the event. Six weeks later, the photos had not arrived. This was annoying as I was hoping to take them to my grandmother in Hong Kong during a visit in August. After many emails and phone calls, E&R only offered to refund the P&P. At least two of my coursemates have not yet received their photos, either. If the photos were not irreplaceable, I would have requested a full refund a long time ago. Now all I can do is wait.
NL, Stockport, Cheshire
We initially struggled to get through to the company (impressively, founded in 1689), but after we finally made contact it immediately put its hands up and told us: “We would like to apologise for the upset and inconvenience caused. We fully understand NL’s frustration. We are sorry that on this occasion we fell short of our usual very high standards.”
It claims it recently introduced “a new, more modern system designed to make our customer experience better and more efficient. Clearly, as is sadly sometimes the case with new technology, we had teething issues which we have worked hard to remedy.” You have now received your photos and E&R is refunding you in full and is also sending a complete set of photos to your grandmother – at its own expense.
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