Dispute with photo processor

[MrsExpo]

I'll try to keep this short ... I ordered three (quite large) photographic prints from an on-line photo printer. Prints arrived promptly, but are glossy finish when I requested matte finish. No probs ... called them, explained and they checked their system to confirm what I ordered, but asked me to send them a picture of the faulty prints to prove they are wrong then they would replace them. I did as requested but no new prints arrived. Have now had a further message asking me to deface or tear up the prints I've received, photograph the torn up/defaced prints and send another photo of them in order for the printer to replace them.

So far I have refused to do this as it seems they are implying I'm trying to pull a fast one and get another set for free. So who is right here. I think they've sent the wrong thing, admitted it, received proof and they should therefore replace the prints with the ones I ordered and paid for. If they don't want me to have the use of the incorrect items, then they should make arrangements to retrieve them at their own cost. Why should I have to jump through more hoops to get them to replace the incorrect items with correct ones?

A small thing, I know but I'm irrationally cross about this and would appreciate any thoughts on the rights and wrongs of the situation. (I have ordered replacements from another supplier at further expense....) Thanks for any insights .....

[MonkeyJumping]

Well I think they're being twunts but personally I'd quite enjoy ripping up/stamping on some photos, it would be cathartic! I'd prob just do it to resolve matters.

[Allthebestnamesareused]

They are being idiots as they have to print the correct item anyway.

However they could ask for you to retunr them which would cost you postage.

[pinkblink]

I'd be tempted to name and shame, what sort of company doesn't just apologise, replace and tell you to keep the others as a gesture of goodwill?!