When I first went to Mascot, the owner impressed upon me how important word of mouth business and that he is a local guy that can be trusted.
I dropped off a picture to be framed. He told me about 2 weeks. After 3 weeks, I had not heard from him and went to follow-up. It winds up that it was still going to be another half of week and when I mentioned that it would have been nice if he called me to give me a heads up that there was a delay, he retorted by telling me it is a 2 way street and that I could have followed up with him earlier. That was the first time I ever heard the onus being put on a customer to follow-up.
When I finally went in to pick up the picture, it would have been nice if he apologized for the delay and offered some sort amends (maybe 10% off this frame or next frame - just something to demonstrate that loyalty is important). I suppose just an apology would have been nice. But no, nothing...
There are plenty of framers out there and it is not worth going back to him with so little regard for the way he treats the customer.
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