O'Shaughnessy Custom Framing

Complaint #[redacted]
November 6, 2014
 
To whom it may concern:
I am aware of the matter that Mr. [redacted] is referring. However, I feel that I must respond to his complaint. This is the first complaint that our shop has ever received. We have worked with this client several [redacted]es to improve...

the framing of his boxing memorabilia. Most of these pieces have been either boxing shorts or photos. They were all poorly framed by another company utilizing non-archival techniques and inferior products. The photo was received into the shop already enclosed in a frame. Therefore, we could not inspect it for damage. Mr. [redacted] wanted us to remove it so he could get it authenticated. We took it out and called him to pick it up. Any damage to the photo was already there. We charged him $10 to remove the photo. He did not immediately report the damage to me when he picked up the photo. He called the shop shortly thereafter. I told Mr. [redacted] that we could not be held responsible for the previous damage. We have spent a great deal of [redacted]e with this client instructing him about proper framing techniques and assisting him to find lower cost framing options for his memorabilia. For these services, we have not charged the client anything.
In the future, I told Mr. [redacted] that we would need to visibly inspect all items before accepting them. I regret that Mr. [redacted] was not satisfied with our services. We work hard to ensure that our clients are completely satisfied with our work as evidenced by our numerous positive reviews and high customer retention. We are not perfect but we will own up to our mistakes. Unfortunately, we did not damage the photograph and will not be held responsible.
Please contact me at ###-###-#### if you have any additional questions. 
Sincerely, [redacted]