Lazy Daisies Picture Framers

Bear with me on this its going to be a long complaint but I feel really aggrieved about what has happened.
We recently travelled to New York and purchased a limited edition print from Peter Lik (a landscape photographer). It cost us a significant amount of money but we loved the picture so much we decided to take the plunge. We had the picture shipped back from New York and obviously needed to get the picture framed.
We decided to take the picture to Lazy Daisies, they had previously framed my wedding pictures for my parents and had done a good job, so we felt more comfortable going to somebody we knew.
We took the picture in and we were served by Christy (I think that was her name, apologies if its incorrect) who was very helpful, gave us lots of suggestions on the framing which I might add we didn’t go with, we copied the framing that the Peter Lik gallery had put the print in, as we really liked it. The print was provided to Lazy Daisies with a cotton pair of gloves and framing instructions from the Peter Lik gallery (all of which Lazy Daisies have retained). We spent a lot of time with Christy and had a lengthy discussion about how to display the print. Christy explained that when sticking this kind of print to a backboard, we needed to be really careful as if we got one spec of dust under the print it could damage it or lift it. I was immediately worried about sticking the picture down but Christy reassured me that she had a lot experience in this a number of years experience. I went away excited about receiving the framed print that we had fallen in love with in New York (in about 2 weeks).
Just over 2 weeks later we collected our print and brought it home to hang. As soon as the picture was up we realised there was something wrong, the light was reflecting off the picture in all directions and you couldn’t see the print properly we then realised that the print had not been stuck to the back board and as a result you could see all the ripples in the picture as it was originally contained in a tube. There were also 2 (maybe more) scratches on the inside of the specialty glass we had ordered.
I immediately contacted Lazy Daisies and spoke to Christy who again was understanding and said it was really important that we were happy with the print she said that the ripples may flatten out or she could stick the print to the back board, she again reiterated the challenges of sticking the picture down and that she had lots of experience doing this. I asked if this process did go wrong, who foots the bill she replied we would have to go ⁵⁰⁄₅₀ on the picture. At that point I confirmed the cost of the print and she was then hesitant, as was I, I certainly couldn’t afford 50% of the picture again!
We agreed to see if the ripples would flatten out after a short period of time. It was obvious days later that this was not going to happen. So we contacted them again and explained the picture needed to be stuck down as per the discussion we had had and the instructions provided by the Peter Lik gallery which we passed to them.
My Husband took the picture back to the shop and asked to speak to Christy, she wasn’t in so he asked to speak to the manager/​owner. At this point he was introduced to Tony Gallagher Tony explained they would not stick the picture down themselves and they would have to ask another company they use to give a cost for doing so (reason being, their machine was not big or expensive enough to do it), so my Husband returned home with the print and waited for Tony to come back to us. We had to wait until after the Xmas and New Year period was over to progress this, we had to chase Tony and he eventually put this company in touch with us directly. Following a conversation with the other company my Husband asked who was covering the cost and it was explained we would have to
My Husband rang Tony as we felt they should cover the additional costs (or should have said no to the job in the first place) had a lengthy conversation with him and he refused to take any responsibility. When we requested that he take the frame back and give us our money back, he refused.
Following my husbands call, I was so frustrated, I rang Tony myself. I explained how upset we were that he was refusing to take any responsibility for their failure to inform us that they were not capable of sticking the print down as they need to use a bigger more expensive machine (owned by the other company). I cant list every insulting comment Tony said to me here are a few highlights from my call (it was quite lengthy most of the comments he had also said to my Husband on the first call)
1. I asked Tony if he was willing to take any responsibility for what the picture looked like, he said he would only take responsibility for the frame and the glass at this point I suggested that surely how the picture looked in the frame was part of his job as the expert I used the example of him providing a picture