Terrible experience with Retro Photographic. Don't know how to proceed. Help needed.

[sandermarijn]

Hi,

End of december I ordered, among some other small things, three 50-packs of Kentmere VC 12x16 glossy with RetroPhotographic in Shropshire. They then sent me an email saying that they have only two of those packs left in stock. So I ordered two instead.
But they shipped only one. It's on the receipt as well, just one pack. Why did they send me one when they have two in stock? I asked them by email. Four times actually. No reply. Then I sent them a letter. No reply.
Well, this morning I called them. The retro man (don't remember his name) said they have no more 50-packs left in stock. Also, they can no longer be ordered from Kentmere. This *may* all be true, but then why not tell me so? I asked them what was up and never got a reply.

The downshot is that I ordered three packs of 12x16 and received only one. When I politely told the man that I am not very happy with that, he simply put down the phone. I called him back but obviously now the line is busy.
I paid considerable shipping cost (GBP 20 ex. VAT) for my order. That was alright considering the amount of paper I ordered. But it is not okay in comparison to what I eventually received.

I wanted to suggest to the Retro man (before he put down the phone) that he send me the same paper in another format or finish, or another brand altogether. Well, that suggestion was not to be.
Am I being scrupulous and small-minded when I say that I am angry and disappointed with Retro? I thought they had a good name. What can I do to get the paper I wanted. I do NOT want a refund, I want my order complete. Is that such an unreasonable thing to expect from a 'professional shop'?

I am sorry if I sound angry, but I really am and do not feel like hiding it. I spent a lot of my money with them, trusting they would stick to their end of the deal. Is there anything more I can do to get my order fulfilled, other than sending four emails, one letter and making three phone-calls?

If anybody knows a solution, please let me know. I really would like to have my missing paper (or similar), not an 'easy' refund.

Comments much appreciated.

Sander, Netherlands.

[Matt5791]

Hi Sander,

There have been a few negative posts about Retro, but also some positive ones.

When I have dealt with them I have found them to be fairly casual set up.

Not really sure what to suggest, other than ask for a second pack to be sent with free delivery, and keep asking until you get a positive response. The paper is readily available so, unless Retro have fallen out with Harman, they should be able to get supplies.

Infact I spoke to Harman customer services a couple of days ago to enquire about an odd size of VC Select and was not informed of any supply problems with regular sizes such as 12x16.

(incidentally I was after 10x10" - but you need to order 100 packs of 100......nevermind!)

Matt

[sandermarijn]

Thanks for your insights Matt,

I have just called them again, and still got the answering machine. I left a recording saying that I don't take it personally with them and that I just want to see my order fixed. I suggested they send me 5 packs of 10 instead of the 50-pack I had ordered. If this is also not in stock then well, what is in stock? How professional is Retro?

One of the things I don't understand about their reaction is how they claim that the 50-pack cannot be back-ordered from Kentmere/Harman. This sounds just so unlikely. Is either Retro or Harman about to go out of business? That doesn't sound very probable. So then why hide behind what seems to be not the truth?

Besides, the 50-pack is still listed on their website. What will they do with the poor sods who order the stuff. Give them the other small things they ordered, charge them the shipping and refund the paper's value? Is that the dirty trick going on here? Forgive me for speculating so nastily, but if Retro had provided proper (at least) service, then all these thoughts would not have originated in the first place.

There is little I can do from Holland where I live. I can buy a ticket to Shropshire and get things fixed on the spot, but that doesn't seem very realistic somehow... One thing is for sure anyway: if this does not get a happy ending, I will never ever buy from Retro again. Their service up to now has been simply appalling.

BTW, I also ordered from Silverprint. They have been wonderful. They also did not have everything in stock, but they solved that most graciously. Silverprint will be my new home it seems. I also love PhotoImpex in Berlin. They are fast, cheap and reliable. Oddly enough, Retro and PhotoImpex link to each other's sites. Strange world.

[Matt5791]

Retro is or was the official UK distributior for Fotoimpex, hence the link.

Just for the record, yes silverprint are a very useful company, but they also balls up too - eg. sending out 10 rolls of 24exp HP5 instead of 36exp - which is just somone being totally useless and not concentrating on what they are picking off the shelf - I only realised about a month later when it was basically too late to do anything about it. Duh!

Matt

[Ian Grant]

When Silverprint make a mistake they rectify it quickly, that makes a huge difference.

Ian

[sandermarijn]

Of course every company and every person make mistakes. The point is how they deal with those mistakes. In this case, Retro's reaction was just plain bad. No apologies, no explanation, not even a willingness to listen to a suggested solution.

I have just called Retro again. Once more the answering machine. Is he a one-man business? In any case, I left him a message to call or mail me back so that we can settle our dispute. My suggestion is that he ships 5x 10-packs or 1x 50-pack finegrain, or something else he does have lying around and that I can make use of. Judging from his putting down the phone on me, I don't expect an answer. (Also, I sent four emails and one letter and never got an answer.)

I have done my best, more I cannot do. (Unless I rent a lawyer- not funny.)

I do have something to say about the paper that I did receive with my order. The pack had been opened. Also it felt a bit empty. I did not count the number of papers (too much hassle), so I am not entirely sure. The pack does weigh less though (about 50 grams) than another full pack I still had. Would Retro be selling out its very last stocks? Too much speculation I admit. I am starting to see a monster behind every tree now.

Enough for now. I'll post any new development. (Don't count on much happening.)

Thanks for all your help.

Sander.

[jnanian]

sanders,

why don't you call and ask to speak with the manager or owner of the store
and tell him politely what happened.

unless, of course, that is who you have been speaking with. if that is the case, just
let your money do the talking, and buy your supplies from another dealer ...

john

[Ian Grant]

One & the same person

Ian

[BarryWilkinson]

I am sorry to hear of your problems with Retro, but I'm not surprised, I have not had any good experience with them (him), stick with Silverprint. You could remind Retro of the 'Distance Selling Regulation 2000' to try to get a refund on the items you have not received (inc Postal charges).

Barry

[du a gwyn]

i've also had some bad experiance's with this company,he's a strange man to deal with.i've also turned to silverprint who i find them fantastic to deal with.another company i deal with is Nova,who allways have a good stock of everything.