This is Nessie Recenzije

Dear Christopher, Many thanks for taking the time to feedback on your experience - we appreciate it. We have gone back over your correspondence to establish what happened as you have raised some serious concerns.Firstly, we apologise for the fact that your print arrived a little bent. While we make every effort to package things for the rigours of the Royal Mail network, now and again things do get damaged. We recognise this and have an efficient process that swings into action to get this resolved as rapidly as possible. We have looked at why your issue was not responded to promptly and there does seem to be a reasonable explanation. You initially contacted us late on a Friday afternoon - after our post had been despatched, and just before the end of our office hours. The weekend in question was also a Bank Holiday which meant that we did not return to the studio until the following Tuesday. This accounts for the delay in responding to your message. We are sorry if this caused frustration for you.Your initial message - to which we responded around 1130 on the Tuesday - did not mention a refund, it simply said that the order had been damaged and had a photo of the problem. At the time that we were responding to your first message (literally to the minute) you were sending a further message requesting a refund instead of a replacement. These two messages crossed in the ether. At this point, your replacement print had already been run off ready for despatch. You then came back to us saying you would prefer a refund and at 1150 we sent you a prepaid returns label and agreed to refund your order when we received the damaged item back. In amongst all this you had thrown about the accusation that we were being less than frank with you which you have reprised here in your review. We are the first to hold our hands up to getting things wrong and we have a super-robust attitude to refunding, replacing and going the extra mile where we have done something wrong. This also extends to delivery issues such as yours that are out of our control but for which we assume full responsibility.In short, your issue was responded to and resolved within less than four working hours after it was received. There was nothing more sinister at play than two messages crossing over and us responding to the first one first rather than the second. Again, we apologise if this led you to believe that we were somehow trying to hoodwink you. Hopefully the fact that you were promised a refund less than 20 minutes after asking for one goes some way to allaying those feelings.Again, thank you for your review and for giving us the opportunity to sense-check our processes.Best wishesNessie & Team