DSF

It's my birthday and I'm not having a good day

Not helped by the customer service at Photomart.
I spent the latter half of last week calling companies to find those who had Photo slates in stock (see other thread).

I found Photomart and was quite impressed with their site as they have some cool blanks I've not seen elsewhere.

Long story short - The slates were not suitable so I asked to return them. From this point on everything was handled via a ticket system not phone.

I was told I'd have to pay a re-stocking/handling fee of 15% + a £15.50 collection fee (around double the original shipping charge).

Although I've never been charged by any of the suppliers I currently deal with, I can understand having to pay return postage, but not almost double plus a handling fee on top.

I tried to appeal to their better nature and told them I have intentions of purchasing from them long-term (I wasn't lying) and asked if they would consider waving at least some of that fee.

Their response - A quotation of their T&C's.

Even if I wasn't clear enough in my phone call and it was my fault I was returning the item (I'm not saying it was) I am genuinely surprised that a company would value a one-off fee more than a potential long-term customer and told them as much. I also told them I'd be sharing my experience with the Dye-Sub community - so here I am.

Maybe being a year older has just made me grumpy but I've dealt with a number of suppliers and never had anything like this. They've all been very polite and helpful.

So guys - Shop with caution at Photomart!

Rant over - Feel a little better now.

Firstly, Happy Birthday fella

Secondly have a beer/wine/coffee/tea/cream soda (which ever is your poison )

Thirdly, light a candle and then blow it out

You said that the slates were not suitable, I presume not suitable for your clients and it is nothing to do with the quality of the item. If that is the case then it is not unreasonable for them to charge double for returning the stock. The reason I say this is because it is classified as a third party collection and is common on most contracts. As an example, I pay £6.00 for 20 kilos in any amount of bags/boxes. However if I want to collect something it costs the same PLUS £15.00 collection fee. I am not saying its right, in fact I think it is a con operated by the courier companies, but it is them not the dealer.

I am not saying this to calm your anger at Photomart as I think their Customer Services could have been better. We have all heard the "do me a deal as this could lead to thousands" and what I do on those occasions is charge full price but promise to discount half the invoice on a repeat large order and personally I think they should have listened to you. but hey ho they are what they are.

Having said that, I have never been a fan of purchasing from a supplier who also supplies direct to the customer. It just doesn't sit well with me. There are exceptions but as a rule I don't think it is right.

Hey SocialGiraffe,

First Up - Thanks very much!

There was nothing wrong with the quality as such. The problem is the slates were Matte finish not Gloss and I did check this point with them before ordering.

Thanks for explaining the collection fee as it's simply not something I dealt with before.

I do understand that everyone hears the "this could lead to many more orders" quote but I'm a registered company (of which they have my details) with a relatively established website (I'm not claiming to be vistaprint or anything but I have sales). and I would genuinely have purchased a lot more from them.

Your discount on a repeat order sounds fair and I would have certainly been open to something like that. My loss in this case is a relatively low amount (less than £50) so I guess I'm more annoyed at their response and lack of interest than the actual cash.

Supplier/+ direct to customer - Again not something I'd thought about but yep you're right. On this occasion I was just desperate to find some UK Stock but I will be more careful in future.

Thanks for the perspective - When I eventually finish tonight I'll grab a beer

Are you saying that you ordered gloss (and they were aware of that fact) and they sent matte.

I'm pretty sure I asked if they were the glossy rock & photo brand and they confirmed they were- Although in fairness it's possible I didn't emphasize the "glossy" enough as I only found out from Pisquee a few days ago that rock&photo even supply in "Matte" finish. I can't remember my exact words on the phone so I don't want to be unfair to them.

I used Photomart as my main supplier of photo paper for many years about 20 years ago, their prices were VERY keen, but they did charge me mercilessly for any error or return..... I guess it keeps them in business and the prices were the best in the UK - when you are spending £20k + pa every penny helps.
Pleased they are still in biz thou dissapointed at your story.