Customer complaint - what to do?

[WannabeFramer]

I framed a print a few months ago that came ready mounted from the shop/artist. Frame only, the customer did not want the mount replaced due to cost, although I did point out that the core had discoloured. I take photos of everything as they come in.

Fast-forward to May and they bring in another print from the same artist, wanting it to match so they could hang as a pair. I looked up the records and photos, and discussed that it was a different size and could see the mount was different and much whiter. They opted to keep the mount again and accepted it would be a different size.

I framed with the same moulding (a natural oak veneer from LJ) and thought all was well.

They have now sent me pictures and are upset that the frames don't match. The frames do indeed look a different tone when placed together. It was the same product ordered on chop and I can only assume natural wood variations are within the manufacturer's tolerance, but I have offered to replace the earlier frame as a goodwill gesture, in the hope it will match the later frame. I am nervous it won't be an exact match but will have to cross that bridge later.

But they are also upset that the mounts don't match and are complaining that they can't be displayed as a matching pair. I explained and referenced our conversations, and that I had not touched the mounts, but their response is simply that they bought them from the same artist and can't understand why they would be different.

I have offered to replace both mounts, but would charge. They are not happy with that.

I am wondering now where to go and what to offer?

On the one hand, I have framed to their spec with full conversations. They wanted a budget job and chose to keep the mounts to save pennies. On the other, from their point of view they have paid for framing and are not happy. I don't want to generate bad feeling and harm my reputation but I also don't want to be a pushover.

Edited to add: Thinking about it, I suppose that I even though I know we discussed the mounts, I am now wondering if I did not explain fully or that they did not understand? They were very focused on the size difference, although they did say it wasn't a problem as they would probably hang them on opposite sides of the room. So to now say they can't be a matching pair makes me wonder if the didn't really listen when I mentioned 'I can see it is a different mount this time'.

Going forwards there is a lesson around having customers sign job sheets or something, but for now I would like your take on how you would deal with their complaint.

[vintage frames]

My full sympathies with you on this one.
Your customers sound like full ocean going minging bottom feeders and are probably serious collectors of thimbles and Welsh love spoons.

But they are customers and - the customer is always right.

Your best approach is to shame them.
Let them back in, reframe the stupid artworks in new matching frames and mounts and have them go away to enjoy the rest of their miserable lives.

All you will have lost is the cost of two frames and mounts. Forget about the labour. It's not worth risking your reputation over this nonsense.

[WannabeFramer]

Strong words but they did make me laugh.

In the scheme of things, you are right, a couple of mounts are nothing. It is just the principle making me go - nah, they chose not to and now want me to rectify what they wouldn't pay for, as if I am in the wrong. But if they can't fully comprehend that, then my refusing will simply make me look bad and that would give me more sleepless nights than a few £££. Less tax to pay too I suppose.

[Justintime]

The Framer is always right!

[JKX]

It depends on many things, like how much you like/dislike them and if its dislike, how good a customer do you feel they may become regardless.

Whatever you do, remind them (as politely as fits how much you like/dislike them), what their consumer rights are regarding their requests. They don't have any, and you are doing them a huge favour at your own expense.

Two frames made at the same time should maybe be expected to match but even then it's a natural product and it can differ length to length - along the length even! To guarantee a match it would have to be from the same batch, that's normal in anything, so just be careful if ordering another chop, it could be different to both frames, you'd have to replace both to be sure - and also make sure L Juhl are getting both frames from the same batch.

It's a case of what you must do (by law), and what you should or could do if you feel like it.

[JFeig]

It is all water over the bridge for this penny pinching customer and their request for "can you just...".

You got caught up with "the last person to touch the item is it!". If they come back you can always say NO or it can't be done the way you want, I cannot guarantee the results or some other statement to their request in writing on their order.

[WannabeFramer]

Thanks all, some differing views.

They are not particularly troublesome as such and I don't think they will be regular customers, but I think this is is probably a hill I should not be prepared to die on for the sake of my reputation and a bit of moulding/board. I've seen enough bad product reviews which are clearly just an unrealistic or disgruntled customer, and I don't want that to happen here.

For me it is a budget job in the scheme of things, but for them they have spent hard-earned money for a bespoke item and it didn't match their expectations. As a layman, I guess I would expect two items bought months apart to match, so I am sort of on their side with that. (Not enough for me to complain to LJ about it. Natural variation is a very reasonable explanation)

I have asked them to bring both back to me and I will make them match in appearance only (I'm not resizing them, they bought two different size prints!).

The lesson going forward is to ensure I am very clear with customers and manage expectations appropriately. I often have people wanting to keep mounts (their money, their choice), but I will be more explicit in that I am not responsible for the quality of materials I do not supply.

I have a hybrid of Dermot and Justin's phrases: The customer may not always be right, but they are the customer.

[WannabeFramer]

Also, much of my work seems to come from recommendation.

Whether or not I feel I am in the right, someone saying "oh don't use her, our frames were wrong and she wouldn't fix them' could easily cause damage.

I sometimes feel this business would be so much easier without customers.