5 Customer Reviews
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Review from Amy S
1 star11/14/2023
Company charged my card on 11/6/2023. I inquired on the status of it on 11/13 and they stated it would ***********-8 weeks to process. They then proceeded to cancel the order but refuse to refund the money or communicate on it. They have kept my money and will not proceed with a refund even though ****** has thrown out my order. They have no right to my money.Review from Carol B
1 star10/20/2022
I ordered 3 framed. They say you buy 2 get one free. Well the free one they sent is the unframed. I tried to get it changed and here is their response:You can return the kit upon receipt within 30 days, but please note that you will be responsible for both the return shipping fees as well as the fees to ship the framed version of the kit back to you since we only offer free shipping on the initial order. *** Ground costs to ship a framed kit to your address is $14.42.I know I did not order the unframed because I hate the unframed.They never answer their phone and I have tried calling at least 5 times.Review from Kerry W
2 stars07/02/2022
This complaint is in no means about the actual product, however it is about the customer service and delivery of a product I have not received.
I have bought from this company before and had no issues. The paints and canvas are in great condition.
On 22 May I ordered 3 paintings. 1 was custom and 2 normal, costing was $152 AUD. Their website said 12 -15 days shipping for overseas orders. It did not specifically have information for my country.
On 22 May received an email that the 2 normal paintings have been shipped but custom will take a longer time. There was no ETA or allocated on email.
On 20 June I contacted MPN and advised the parcel had been sitting dormant for 10 days stating "e-manifested for Departure". I was advised the custom order can take 6 -8 weeks but my stock kit have been provided local tracking number.
The tracking number they claim was local is not Australian.
There has been a lot of back and forth communication and at one stage MPN had blamed Australia Post for the delay. However, the tracking number is still dormant at the same place for now 22 days. This place is near New York. It still has the status of "e-manifested for Departure ". It has not even left the USA after 6 weeks.
I have been polite and civil and showed no aggression. I am frustrated that MPN refuse to take ownership, accountability and responsibility.
It is their responsibility to find out what has happened with my parcel. It is their responsibility to investigate and resolve. Their response to an investigation is to tell me what I can already see by trackingvand then lying to state it was Australia's postal fault and attempt to pass the blame.
Nor have they ever apologised and advised they will follow it up. They have advised they will monitor, but at what stage did they actually think this customer service is acceptable. I can monitor it myself but I want an investigation of why it is dormant, where is it and why my complaint isn't being taken seriously.Review from Dan O
1 star01/21/2022
I ordered and paid for 16X20 paint by numbers canvas paid $26.95 for company claims item was delivered to my address at **** ************** **** *** ***** ** XXXXX. I have sent them a message with a reply the item was delivered. UPS Tracking number **********XXXXXXXX. I have search all around my condo area and checked with neighbors' item nowhere to be found. I tried call them and got a message they can only respond by E-mail. And I have attempted several times. All I get is the run around. I only want the item replaced or a refund.
Sincerely,
****** H *********
Masterpiece By Numbers Response
01/24/2022
We have responded to all of your emails and you confirmed your address via email. Your order is confirmed delivered to the address that you gave upon ordering. We cannot replace a product that is confirmed delivered. UPS have GPS confirmation of the order being left at your address. We have urged you to check with all neighbors to ensure it was not accepted on your behalf.Customer Response
01/24/2022
Buyer beware this company only cares about getting your money they couldn't care less if you received your purchase! Irresponsible companies don't deserve your business. I will make sure social media hears about Masterpiece paint by numbers is all about. According to them they have thousands of customers they could care less about one less will not make a difference. But if we all ban together we can make a difference! .Review from Clare G
1 star01/11/2022
Unfortunately, a bit of a warning for anyone buying a custom paint-by-numbers. We used Masterpiece By Numbers and spent £50 for a custom painting, and they sent us completely the wrong colors. Purple paint for a clear blue sky, brown for a yellow building, black for green grass etc., I emailed them to let them know about the error and they replied with an impolite message basically saying it wasn't their problem. Such a waste of money. Thought I had better let people know to avoid this happening to anyone else, and best to avoid this company.Masterpiece By Numbers Response
01/11/2022
This customer has been leaving multiple fraudulent reviews on our Facebook, Google and other websites. We have reported her to Google and to PayPal.
We advise on every page of our website that we do not refund for custom kits. 2 months after receiving it, and without even painting it, she decided she does not like the paint colors so she is threatening our small business with fraudulent reviews.
Her email telling us that unless we refund her she is going to continue to leave multiple fraudulent reviews, although she is not eligible for a refund and was advised of this when she made her order.
This person appears to be unbalanced and has been reported.
Original Message ----------
From: *********** <*************************>
To: Masterpiece By Numbers
Date: 01/11/2022 2:54 PM
Subject: RE: 77648 RE: Citizens Advice regarding incorrect colour paint-matched paints
Hi there,
10 negative, honest reviews submitted so far. Shall I continue or are you able to respond in a decent, customer-focused way for a change? And how about an apology for a bad product, since you have been so bad at customer service so far?ÂCustomer Response
01/12/2022
I gave an honest review, simply to warn others against the companys bad product and customer service.
I recieved the painting as a Christmas gift. I did paint the painting as the company is fully aware. It wasnt that I didn't like the paint. It was that the paint colours didn't match the photo so the painting looked awful.
I emailed tham to give them a second chamce to put things right. I only wanted an appology but unfortunately they did not gove that.
They sent me a threatening email to say they work to remove any negative reviwes written about them. This is proof of them.
I am not against small companies. Far from it, I am only agaonst, just ones rhat lie, threaten, have bad products and customer service.
Their bullying approach is evidenced in their reply.
Others have unfortunately had similier experiences.
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