Mouldings defects/damage

Discuss Picture Framing topics.

PLEASE USE THE HELP SECTION
WHEN SEEKING OR OFFERING HELP!
Pauline Hutchinson
Posts: 7
Joined: Wed 19 Apr, 2006 10:00 am
Location: Bedford

Re: Mouldings defects/damage

Post by Pauline Hutchinson »

We, Arqadia would be keen to talk with you to understand the issues and commit to resolve them. We work very closely with all our points of manufacture. This includes regular reviews of quality issues to ensure we identify negative trends and address them. That said, we know we aren’t perfect and we always strive to improve the service we provide to our loyal customer base. Please can we ask you to contact your local rep to start the dialogue and we will ensure we thoroughly investigate, review and resolve any issues we can identify.
fraggle
Posts: 207
Joined: Sat 27 Mar, 2010 3:43 pm
Location: Kent
Organisation: Perfectly Framed
Interests: Gardening, tennis, DIY

Re: Mouldings defects/damage

Post by fraggle »

Chop may be an option but can be a longer turnaround time or I am restricted because of order size.
I accept there is some variation in wooden mouldings just very frustrating in this case because sample was so different to the actual mouldings and they were for a set.
Have been cleaning my workshop and found quite a few offcuts and rejects that I tried to make work but didn't and many which I didn't complain about.
Emailed supplier and asked them to phone me about it today but they haven't.
aceframer
Posts: 69
Joined: Mon 18 Oct, 2010 12:53 pm
Location: Andover
Organisation: Ace Framing & Art Gallery
Interests: framing, art, scouting

Re: Mouldings defects/damage

Post by aceframer »

I create about damage, defects and quality all the time and Arqadia will credit or resupply very quickly and are taking up a quality issue for me as they were also unaware of a manufacturer changing the base material, they also pack as I ask , Centrado deliver on their own vans and will put extra wrapping on if you push them to, Simons use the minimum of wrapping but will credit if its damaged, Lion ! well dont get me started there, I just don't use them now over quality issues. but the best way to avoid damage is to get friendly with your delivery drivers, dont blame them but hint they should get their loaders to look after your packages, its reduced my damages quite a lot
shogunswb
Posts: 40
Joined: Sun 10 Aug, 2014 11:57 am
Location: West Wales
Organisation: Anim8design
Interests: Fishing
Contact:

Re: Mouldings defects/damage

Post by shogunswb »

I have emailed Lion & Arqadia MD directly & have had a very nice, prompt reply from Aradia but nothing from Lion yet.
Need to sit down long enough to reply to Arqadia but will do soon.
Ed209
Posts: 437
Joined: Sun 05 Mar, 2017 8:22 pm
Location: Birchington-on-Sea, Kent
Organisation: Birchington Framing Centre
Interests: Guitar, woodwork, cycling Singing
Contact:

Re: Mouldings defects/damage

Post by Ed209 »

I Have a Lion rep calling in on me next week so will bring up the the problems my fellow framers are having in genral and Lion in particular due to the lack of responce to "shogunswb" email to them

I am planning on using there chop service but...
Ed209
Posts: 437
Joined: Sun 05 Mar, 2017 8:22 pm
Location: Birchington-on-Sea, Kent
Organisation: Birchington Framing Centre
Interests: Guitar, woodwork, cycling Singing
Contact:

Re: Mouldings defects/damage

Post by Ed209 »

I Have a Lion rep calling in on me next week so will bring up the the problems my fellow framers are having in genral and Lion in particular due to the lack of responce to "shogunswb" email to them

I am planning on using there chop service but...
shogunswb
Posts: 40
Joined: Sun 10 Aug, 2014 11:57 am
Location: West Wales
Organisation: Anim8design
Interests: Fishing
Contact:

Re: Mouldings defects/damage

Post by shogunswb »

I have now had a reply from Lion & a phone call which I wasn't able to take at the time so I'll be calling them back tomorrow.
Uncle Sumo
Posts: 184
Joined: Sun 24 Feb, 2008 8:46 pm
Location: Wirral

Re: Mouldings defects/damage

Post by Uncle Sumo »

Man pops in and needs 20 frames. I'm snowed under and two regular assistants absent for 2 and 3 weeks respectively. Ordered 20 chops sets from Lion on Friday, arrived Monday, customer collects Thursday. Lion chop is ace. Chop is more expensive but can absolutely be the right choice.
Sean
User avatar
prospero
Posts: 11492
Joined: Tue 05 Jun, 2007 4:16 pm
Location: Lincolnshire

Re: Mouldings defects/damage

Post by prospero »

Lion have reps!!! :shock:

I've been dealing with Lion for 35years and never seen one. :|
Watch Out. There's A Humphrey About
aceframer
Posts: 69
Joined: Mon 18 Oct, 2010 12:53 pm
Location: Andover
Organisation: Ace Framing & Art Gallery
Interests: framing, art, scouting

Re: Mouldings defects/damage

Post by aceframer »

I've been dealing with Lion for 35years and never seen one. :|[/quote]

lucky you, I think :giggle:
User avatar
Steve N
Posts: 2992
Joined: Sat 21 Jul, 2007 2:32 pm
Location: Somewhere Staple Hill Bristol
Organisation: Frontier Picture Frames ltd
Interests: Walking our retired Greyhound,art, falling asleep on sofa in front of the telly
Location: Now in Bristol
Contact:

Re: Mouldings defects/damage

Post by Steve N »

prospero wrote
"Lion have reps!!! :shock:

I've been dealing with Lion for 35years and never seen one. :|"


Just what I was thinking (25 years in my case) must be looking after the 'young-uns'
Steve CEO GCF (020)
Believed in Time Travel since 2035

Proud to sell Ready Made Frames
http://www.frontierpictureframes.com
http://www.designerpicturemounts.com/
Ed209
Posts: 437
Joined: Sun 05 Mar, 2017 8:22 pm
Location: Birchington-on-Sea, Kent
Organisation: Birchington Framing Centre
Interests: Guitar, woodwork, cycling Singing
Contact:

Re: Mouldings defects/damage

Post by Ed209 »

They are a endangered species [emoji3]


Sent from my iPhone using Tapatalk
Ed209
Posts: 437
Joined: Sun 05 Mar, 2017 8:22 pm
Location: Birchington-on-Sea, Kent
Organisation: Birchington Framing Centre
Interests: Guitar, woodwork, cycling Singing
Contact:

Re: Mouldings defects/damage

Post by Ed209 »

Your reps are on inside of catalogue, mug shots as well, bring them out of hiding


Sent from my iPhone using Tapatalk
User avatar
Steve N
Posts: 2992
Joined: Sat 21 Jul, 2007 2:32 pm
Location: Somewhere Staple Hill Bristol
Organisation: Frontier Picture Frames ltd
Interests: Walking our retired Greyhound,art, falling asleep on sofa in front of the telly
Location: Now in Bristol
Contact:

Re: Mouldings defects/damage

Post by Steve N »

Ed209 wrote
"Your reps are on inside of catalogue, mug shots as well, bring them out of hiding "


Bit of a rouges gallery :giggle: :sweating: :lol:
Steve CEO GCF (020)
Believed in Time Travel since 2035

Proud to sell Ready Made Frames
http://www.frontierpictureframes.com
http://www.designerpicturemounts.com/
shogunswb
Posts: 40
Joined: Sun 10 Aug, 2014 11:57 am
Location: West Wales
Organisation: Anim8design
Interests: Fishing
Contact:

Re: Mouldings defects/damage

Post by shogunswb »

Well I've had discussions with both Arqadia & Lion via email & phone & this is what I've been told.

Arqadia:
I emailed Jonathan Burrage the MD directly with my/our concerns over product quality & damage caused by couriers & I had a very prompt reply saying that they had already picked up on this post so it's good to know that I'm guessing most of the suppliers keep an eye on whats going on but don't necessarily reply online.
Anyway Jonathan has assured me that the quality of the product is checked at various steps along the line, from process to them receiving the stock in the warehouse but accepts that the process is not perfect & that they are looking to improve but this is only going to happen if we report the problems.

To that end could anyone that has either quality or damage issues with their mouldings contact Arqadia & mention this post so that they know where the complaint is coming from & this will help identify problems.

Jonathan also told me that they have recently reviewed their packaging materials & this should stop damage caused in transit but I had to admit that I hadn't had a delivery from them recently so hadn't seen the changes.

Lion:
I emailed Martin Harrold the founder & chairman with the same concerns & he replied explaining that he was passing this onto 3 of the directors but addressed the passing by saying that he wasn't "copping out" but that this was not his area of expertise & that they would be better suited to handling the problems. The fact that he said this, told me that he had taken the time to read the post so that was fine with me.

I had a call from Darren who is the operations director & looks after packaging & shipping & he said that they have just changed couriers because of shipping problems & sure enough I had a delivery from DX couriers, with the main difference being, Tuffnels a guy turned up in a Transit rammed to the gunnels & having to climb over everything to get to items including my mouldings with was normally at the bottom of it all, to DX who turned up in a much larger van (too large for my area) with far fewer items & the mouldings & mount board actually strapped to the side. There was some small damage to the outer card, but knowing I was about to have a call with Darren I unpacked & unwrapped the mouldings & I'm happy to say there was no damage, there was a small amount of quality related issues but less than 1m on the ends out of 24m.
Darren also told me that the couriers had been instructed NOT to use the plastic bands as handles so if you see them using the straps as handles tell Lion & if there is any damage to the packages, sign for the delivery as DAMAGED (suggest you do the same for deliveries from any company). This way the report gets back to Lion & they can address it & if the mouldings have been damaged tell Lion.

I have yet to hear back from them about the quality issues but hope this will happen soon.
Ed209
Posts: 437
Joined: Sun 05 Mar, 2017 8:22 pm
Location: Birchington-on-Sea, Kent
Organisation: Birchington Framing Centre
Interests: Guitar, woodwork, cycling Singing
Contact:

Re: Mouldings defects/damage

Post by Ed209 »

[img]https://uploads.tapatalk-cdn.com/201803 ... af48cc.jpg[/img]

PEL look after there customers!
bit small even for me!



Sent from my iPhone using Tapatalk
Ed209
Posts: 437
Joined: Sun 05 Mar, 2017 8:22 pm
Location: Birchington-on-Sea, Kent
Organisation: Birchington Framing Centre
Interests: Guitar, woodwork, cycling Singing
Contact:

Re: Mouldings defects/damage

Post by Ed209 »

Oh [img]https://uploads.tapatalk-cdn.com/201803 ... d7a33f.jpg[/img]


Sent from my iPhone using Tapatalk
User avatar
Steve N
Posts: 2992
Joined: Sat 21 Jul, 2007 2:32 pm
Location: Somewhere Staple Hill Bristol
Organisation: Frontier Picture Frames ltd
Interests: Walking our retired Greyhound,art, falling asleep on sofa in front of the telly
Location: Now in Bristol
Contact:

Re: Mouldings defects/damage

Post by Steve N »

Can't see a thing :xcomputer: :head:
Steve CEO GCF (020)
Believed in Time Travel since 2035

Proud to sell Ready Made Frames
http://www.frontierpictureframes.com
http://www.designerpicturemounts.com/
shogunswb
Posts: 40
Joined: Sun 10 Aug, 2014 11:57 am
Location: West Wales
Organisation: Anim8design
Interests: Fishing
Contact:

Re: Mouldings defects/damage

Post by shogunswb »

Paste this into your browser or click on it.
https://uploads.tapatalk-cdn.com/201803 ... d7a33f.jpg
User avatar
Steve N
Posts: 2992
Joined: Sat 21 Jul, 2007 2:32 pm
Location: Somewhere Staple Hill Bristol
Organisation: Frontier Picture Frames ltd
Interests: Walking our retired Greyhound,art, falling asleep on sofa in front of the telly
Location: Now in Bristol
Contact:

Re: Mouldings defects/damage

Post by Steve N »

thanks, not sure what to say to that :sweating: :wink:
Steve CEO GCF (020)
Believed in Time Travel since 2035

Proud to sell Ready Made Frames
http://www.frontierpictureframes.com
http://www.designerpicturemounts.com/
Post Reply