Retro Photographic

Jarvman · Oct 16, 2008

Anybody know what's going on with them? I've placed an order and haven't been able to get through to them in a week. The phone keeps going to the answering machine and there's no word about whether they've taken a holiday or not. :confused:

mrtoml · Oct 16, 2008

I ordered some stuff a couple of weeks ago and received it in 3 or 4 days which seems normal for them. You have also tried email I presume? That's how I normally get in touch with them anyhow...

bwakel · Oct 16, 2008

I ordered a paper flasher from them a month or two ago and they sent a safe light torch by mistake. They didn't respond to any communications for several days despite several chases by phone and e-mail. Eventually the issue was resolved but there was no pro-active apology and limited apparent interest in me as a client. I generally use Silverprint and will ensure that I use them exclusively from now on as their service is excellent.

Barry

mealers · Oct 16, 2008

Jarvman
I had a similar experience with Retro a couple months ago.
I ordered some Foma100 5x4 and after 2 weeks nothing arrived, I emailed and phoned and eventually got a reply email saying that they were out of stock so I asked for a refund because I had very little 5x4 left. I didnt get a response but 3 weeks later my film arrived!
I wont be shopping at Retro again.

I also put an order in with Silverprint a couple weeks ago and spoke to a very abrupt and rude lady....

What the hell ever happened to customer service???

keeds · Oct 16, 2008

I must admit that communication is not their strong point, but they have always delivered. They also are the only stockists for certain items that I can't find elsewhere. Winchester bottles, Moersch Chemistry and currently cheapest HP5+ 8x10. If it's urgent I don't tend to use them, but I try to spread my photographic supplies purchasing over a few companies. Silverprint, Retro, Morco generally.

ITD · Oct 16, 2008

I've just checked, been waiting for 11 days for some paper from Retro. I was starting to wonder whether they were ok too...

My last order got pretty well destroyed by the courier and Retro dealt with the issue quickly and without question, so they've got good will stored up, therefore I give them the benefit of the doubt (so far).

Jarvman · Oct 16, 2008

Hmm, sounds a bit ominous :-| I've only used them once before and that time there weren't any problems. I could get through to them no problem and the gear arrived quickly. They're the only place I know of that do both efke infrared and foma paper for a good price. It's more pricey over at silverprint and speading orders over different suppliers means alot more postage. RK photographic are a pleasure to deal with, shame they don't stock the stuff I'm after. Bah! What's going on with your order ITD?

ITD · Oct 16, 2008

Jarvman said:
What's going on with your order ITD?

No idea, I think I'll drop them a line to see what's what. I don't normally keep a record of how long deliveries take but this does seem to be longer that they've been in the past.

I normally just start thinking that things are taking a long time and they arrive!

Akki14 · Oct 16, 2008

mealers said:
I also put an order in with Silverprint a couple weeks ago and spoke to a very abrupt and rude lady....

What the hell ever happened to customer service???

First, have a look at this thread (there was a url link here which no longer exists) and consider the possibility of rudecustomerhangover.

Also, Silverprint is very, very busy. I've been there in person; they are constantly rushing around filling orders besides trying to run the counter and the phones. They are trying their hardest to keep everyone happy so it's not surprising they can get stressed at times. Give'em a break if it's a bit hard for them to do service with a smile.

mealers · Oct 16, 2008

^^ Sure, but I'm not the rudecustomerhangover type person...I just wanted to place an order!!

Gary Holliday · Oct 16, 2008

I had £140 to spend today on paper and chemicals, so decided:

1. Retro Photographic: Don't have time to wonder if my order is going to arrive, then speak to an answering machine for a week to get the correct order.

2. Silverprint. Nice people, bit expensive though and don't post 5 litre chemicals.

3. Process Supplies. Didn't have my 5l fixer.

RK Photographic got my order.

Who will get my repeat orders all year?

railwayman3 · Oct 16, 2008

Akki14 said:
First, have a look at this thread (there was a url link here which no longer exists) and consider the possibility of rudecustomerhangover.

Also, Silverprint is very, very busy. I've been there in person; they are constantly rushing around filling orders besides trying to run the counter and the phones. They are trying their hardest to keep everyone happy so it's not surprising they can get stressed at times. Give'em a break if it's a bit hard for them to do service with a smile.

(Disclaimer...I'm never a rude customer, and I've never dealt with Silverprint.)
But, speaking generally, an excuse of being very busy, reminds me of the phone lines which keep you on hold with tinny music for 20 minutes, while reminding you every 30 seconds that "we value your business"....when, what they really mean is that "we're too cheap to pay sufficient staff to deal efficiently and courteously with the volume of business".
(No, I don't take-it-out on the sales person when that happens, tho I can understand why some people might......)

Akki14 · Oct 16, 2008

Fair enough but if you want Silverprint to stay in business, I'd rather the staff be busy rather than having to pay for staff that are not needed during slower times.

railwayman3 · Oct 16, 2008

Akki14 said:
Fair enough but if you want Silverprint to stay in business, I'd rather the staff be busy rather than having to pay for staff that are not needed during slower times.

I agree, and I hope that they do stay in business, we need the variety of products and service which "small business" can provide...I'm sure I'll buy from them now that I'm back into B&W photography.
But if staff are so busy at the rushed times that service is suffering, customers complaining and staff stressed out, maybe some re-organisation of work rotas, or extra part-time staff is the answer, otherwise nobody will be happy and you'll lose out to your competitors if they're more efficient.
I've managed businesses myself with our fair share of rude and awkward customers, and it's neither simple nor easy to get-it-right all the time. But you have to try.

Stoo Batchelor · Oct 16, 2008

Akki14 said:
Akki14 said:

they are constantly rushing around filling orders besides trying to run the counter and the phones.

Click to expand...

Actually, that's quite pleasing to know. I bet the smiles on their faces are a little wider than they were a couple of years ago!

Akki14 · Oct 16, 2008

Stoo Batchelor said:
Actually, that's quite pleasing to know. I bet the smiles on their faces are a little wider than they were a couple of years ago!

You'll be pleased to know they now open on SATURDAY 10am-1pm. Hey, not many hours but nicer than having to rush into London on a weekday (and cheaper on oystercard yay!) Maybe this will help things a little ? More staff on call, the demand might be spread a bit more.

digiconvert · Oct 17, 2008

I had problems with Retro last year (they'd sent the wrong stuff on a previous order but dealt with it effectively) when they completely lost an order but charged me for it. Eventually and with regret I contacted consumer services in Oxford (they are now in Shropshire I think) and it was sorted.
Retro have some good stuff but seem to be a man and wife team with little other resources so they sometimes struggle. We need them to be around though so I intend to use them again.

keffs · Oct 17, 2008

Gary Holliday said:
....2. Silverprint. Nice people, bit expensive though and don't post 5 litre chemicals.....

Like many places I suppose, not everything is the cheapest possible, but some items are. I recently placed an order with them, and some of the items I could not get cheaper, some I could not get anywhere else in the UK, and those that I could get cheaper at other places, the difference was not worth the extra postage if I placed another order for the cheapest stuff.

Customer services are excellent.

Overall, Silverprint are good, god for us and good for UK photography.

Steve

Gary Holliday · Oct 17, 2008

I've bought a lot of bits and pieces from Silverprint and like their service a lot. I simply couldn't afford to buy the Foma products as the cost compared to Europe is huge. This is maybe down to poor negotiating or huge courier costs, but Foma is supposed to be a cheaper brand. I believe the slightly higher costs of Silverprint goods help cover the free postage on orders over £100.

The companies in my original post all support darkroom materials, some of them don't get mentioned much in these forums, so all of them need our support.

AlanC · Oct 17, 2008

Anyone tried Second-Hand Darkroom? I recently ordered from them and found them very pleasant and courteous, and much cheaper than Silverprint on price of goods and postage. Definitely worth supporting.
After a bad experience with Silverprint for which no apology was offered, I am reluctant to deal with them again.
I've always found Morco very good and RK Photographic excellent and very helpful, but like others had problems with Retrophotographic a couple of times.

Alan Clark

Adrian Twiss · Oct 17, 2008

I have found an excellent supplier of winchesters at a much better price than Retro Photographic. They are Wains of Tunbridge Wells. Their website is www.wains.co.uk

1 dozen 1 litre Winchesters £15.54 plus VAT. 1 dozen 2 litre winchesters 26.08 plus VAT. The only downsides are a) you have to buy a case of 12 and b) they will only sell you caps in bags of 100. However I needed quite a few bottles and so got 1 dozen of each.

mrtoml · Oct 17, 2008

I have used RK, Retro, Silverprint, SDS and Firstcall and never had a serious problem with any of them. What I can never understand is why the prices often differ so much for the same items between different suppliers.

Adrian Twiss · Oct 17, 2008

Silverprint are very reliable but I have a small problem with the £25 minimum order. I too have had communications issues with Retro Photographic but to be fair they have never totally let me down.

Jarvman · Oct 17, 2008

Oops, shouldn't have opened this can of worms Nigel the guy who runs it has been in hospital. I got an email today and it should be sorted now despite no efke 120.

Stoo Batchelor · Oct 17, 2008

Akki14 said:
You'll be pleased to know they now open on SATURDAY 10am-1pm. Hey, not many hours but nicer than having to rush into London on a weekday (and cheaper on oystercard yay!)

I know Heather, but still too far for me to travel. Not such a big deal though because their mail order is a superb service. I ordered on this Thursday just passed and received my goods on the Friday. They never fail to please.

R.K are closer to me and I regularly pop in to pick stuff up. Great people, really friendly and they know their darkroom stuff as well. Trouble is I'm like a kid in a Candy store and come out with far more than I went in for

I will not bother to add to whatever has already been said about Retro (though I do have a few stories to tell), only just to agree that their social skills and telephone manners do need to be cleaned up a bit.

Stoo

Retro Photographic

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