Frame Masters in Monument Road

When i received my framed papyrus in a floating frame the brand new frame was scratched. I complained and they offered to redo it with a smile. Wasn't a problem I was told. A few days later Frame Masters in Monument road said to come in and pick up papyrus. I was told I was too fussy and they would not redo it. That they had used silicon to seal the frame and it was too much to redo. They took papyrus out of frame and gave it back to me. Horrified I went to another framing store who did a brilliant job with no scratches and I was told silicon should never have been used. I will never go back to Frame Masters. Rude and dont know what they doing.