ComplaintsforBlick Art Materials

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card was charged additional money weeks after my order from Blick Art Materials was delivered. No explanation. Paid $132.92 on 1/19/23 Items delivered ( free delivery ) Charged $5.00 today 2/1/24

  Business response

  02/02/2024

  Thank you for the recent order on January 19, 2024, we do appreciate your business. The total of this order is $142.92, and it was paid for with a valued customer coupon of $5.00 and the balance of $137.92 was to bill your ****** account. We bill when we ship the merchandise.

  We shipped the majority of the order on January 19th, and charged $5.00 to the coupon and $132.92 to the ****** account. There was a backorder item on the order, the Karin Pigment Decobrush Marker 155U Almond, and it shipped February 1st, and billed the ****** account $5.00, $4.59 for the item and $.41 sale tax. The initial shipment of $132.92 billed to the ****** account, the $5.00 billed to the coupon, and the $5.00 billed for the backorder item to the ****** account total $142.92.

  The initial shipment delivered on January 22nd. The backorder order should deliver in 5-7 days. 

  We are sorry for any misunderstanding with our billing process and the backorder. 

   

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  10/18/2023 I ordered a large frame from Blick for $73.75 including shipping. It arrived damaged, exhibited a poor quality product, and didn't fit the art I needed it for, so I wrote a review accordingly at the company's invitation via email. I did not ask for or attempt to initiate an exchange. Without my permission or request Blick sent a new frame of the same quality that also arrived damaged. I informed them of this. They have now apparently prepared a THIRD frame for shipping, and are also insisting I send them back the other frames that I did not ask for or want or "If the frames are not returned an invoice will be issued for the amount of the items to the form of payment on the order." I ordered ONE frame, I paid for ONE frame, and it was terrible. I did not ask for or order any replacements, and I'm not going to take the time to deal with returning them when I didn't ask for them.

  Business response

  11/30/2023

  Our apologies the frame arrived damaged and was unacceptable for your art work. In cases like this, we do normally replace the item, unfortunately, we did not actually work with you to arrange this.
  
  Please dispose of the frames. The replacements were never billed to you, and we will issue credit for the original shipment. 

  Customer response

  12/05/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have contacted the company 3 times about this. Please see order ********. I ordered this when shipping was free over $39.00 but was charged for shipping. 1.******* told me via on line chat on 10.16 that she would confirm the no shipping promotion, issue refund, and e mail me. Never happened. 2. I sent email on 10.19, no answer. 3. I filled out on line form on 10.20, requesting contact, no answer. Please refund $9.95. Note, I did not recieve 3 out of 4 items ordered.

  Business response

  10/23/2023

  Our apologies for any confusion with the promotion on October 11th. We did offer free shipping on orders over $39 when using the promotion code ****. This promo code was not entered on the order. The code that was applied was ****, that gives free shipping at $59. This is the why free shipping was not applied to the order. Our records show that we did respond to you by email on October 16th and again on October 19th.

  Credit will be issued for the $9.95 shipping charge once all of the items have shipped. A separate email will be sent to providing you with expected shipping dates.

  Customer response

  10/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased $65 worth of art supplies. For 2 consecutive days, and additional $70 was taken from my account. I called the Blick number and complained, but they told me they did not in fact out take out any additional money. However, I checked my bank statements and did the math, and it was taken out, but I was told I could not get a refund. I received my paycheck yesterday and had nearly $200 as my bank balance, and when I checked again this morning I was left with less than $80, even though nothing was purchased in between those times. I would like a refund because now I am unable to afford my medications.

  Business response

  09/29/2023

  When the order was placed on our website on September 26, 2023, we authorized the credit card for the amount of the order, $71.98. This was only an authorization, we did not actually charge you, as we charge when we ship. The order was shipped on September 27, 2023, and the card was charged $65.38, as one of the items is on backorder. We have sent you a void receipt for the $71.98, as that authorization should have dropped off. We have not charged you multiple times, only once when the order shipped. Please check with your bank regarding this, as each bank is different in handling authorizations. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct 25, 2022, I made an in store purchase at Blick Art, store #****, total price $22.80. Two sparkly powders and a glue. The store overcharged me. The manager would not beat their own stores price match guarantee advertised price, stating that I have to pay shipping, even though I bought in the store. The lower price was Blicks own online store. Also, store signs said to wear a halloween costume to get $5 off. So i was Dorothy and Toto from the wizard of oz and i had my dog on a leash with me. But the same manager did not like my costume so she failed to give the $5 discount. So I paid full price, $22.80. See uploaded receipt. Same day I tried resolving with corporate. Ms ***** returned my call, but she refused to resolve. She would not give the $5 discount nor adjust the price to the online lower price. I then left several other corporate messages with **** and ****** in corporate but nobody returned my calls to resolve. They said Ms. ****** manager will return my call. Solution to the problem: Honor your Halloween $5 off coupons and honor your own store policy price match guarantee. Refund. See uploaded receipt. Thanks

  Business response

  08/29/2023

  As discussed at the time, the store promotion of $5 off a $25 purchase for customers dressed in a costume did not apply as the required $25 purchase was not met, and a costume was not apparent.
  
  Our Web Match Rebate information is available on line at the following link:
  
  ****************************************************
  The purchase that was made did not qualify for the web match rebate. The details of this were discussed with you, and a 20% discount off a non-sale item was offered on your next purchase.
  
  Please visit our store, we will still honor the 20% discount off a non-sale item. 

  Customer response

  08/29/2023

   I am rejecting this response because:
  I decline your 20% discount on the next purchase. There will not be another purchase. Blick Art can't possibly expect me or other cash paying customers to spend our money in their store after they failed to honor their own company policy and promotions which is a violation of Federal Consumer Protection laws involving unfair trade practices and false advertising.
  
  1. My purchase most certainly did qualify for the $5 halloween costume discount. I spent the correct amount and I wore my halloween costume. The manager did not like my costume, so she did not give the $5 discount.
  

  2. My store purchase did qualify for the price match guarantee, per your own terms of service as stated in the link you provided to the BBB.
  
  Moreover, Blick Art chose to completely ignore my complaint on the store level and management level, and ONLY responded AFTER I filed this BBB dispute. That is bad customer service. Blick Art clearly does not care about customer retention.
  
  A plausible solution to the problem would be to refund the entire order. See my uploaded receipt.
  

  Thanks.
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello: I was a customer at the Blick in ********* earlier today (Feb. 27). The Blick website advertises Caran d'Ache NeoColor II on sale at $1.58 per. I knew some of the colors weren't available online and thought I'd find them in the store. I asked SPECIFICALLY about price matching and was told that the online price would be honored at checkout. When I actually checked out, I was told, no, the online price would not be honored   Either price match at the $1.58 or don't. If I didn't think the price would be honored, I wouldn't have made a special trip to that store. This is not the first time this ********* store has engaged in dubious pricing practices. I'm tired of being taken advantage of. Period. What would I like as resolution: initial hiring and ongoing training for the entire staff on pricing issues. If price matching is permitting/honored, the staff needs to be able to explain why. If it is not honored, why not.  I'd also like a refund. The staff person couldn't even easily, clearly tell me what price I was being charged for the seven pastels. I made my purchase and left without a receipt, disgusted and angry. The list price is supposedly $2.25 per. I'm guessing that's what I was charged meaning I was overcharged by roughly $4.70 -- enough that I could have purchased three more of the pastels at the sale price. This NEVER happens at the ******** location. The staff is helpful and knowledgeable in comparison.

  Business response

  02/28/2023

  Thank you for sharing your experience in our ********* store. All of our stores provide the same Web Match Rebate program. All retail transactions are processed through this program and if, after adding shipping and handling charges, a product could have been bought for less online, we provide a rebate for the difference between the two prices. We provide you with the lowest order total for your purchase, either the retail price or the Web Match Rebate. If your purchase would have qualified for free shipping on line, that would also reflect in the Web Match Rebate pricing.
  Our Web Match Rebate information is provided at the following link:
  ****************************************************

  Please watch for a coupon that will be mailed to you, and can be used on our website or in any of our stores. It is our apology for the poor service in explaining the Web Match Rebate.

  Customer response

  02/28/2023

   Dear Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received 2 linen canvases that were not stretched properly to be able to paint on. Very loose and uneven. I had to pay 70$ to return them by using ***, a carrier THEY recommended. I Couldn’t use these canvases because of sloppy craftsmanship !!!!!. Dick Blick won’t compensate me for shipping.

  Business response

  02/14/2023

  We are sorry to hear our Studio Canvas was not acceptable. In the future, please contact us first before making the return as we can help facilitate this. Please watch for an email from us that should resolve this issue for you.

  Customer response

  02/16/2023

   I am rejecting this response because:

  In part, because Blick offered a store coupon in the amount I was seeking but gave me only ONE DAY to respond and accept and use the coupons. I do not check my email several times a day. I could not use them because they had expired the same day they were issued. (At least, that is what happened when I tried to use them).   I have enjoyed using Dick Blick for years. I very much want to continue to do business with them as they offer a great service to artists.Why couldn't I have a reasonable time to use them?

  
  

  Business response

  02/18/2023

  The coupons that were provided state they expire in one year. They do not expire until 2/10/2024 and 2/14/2024. Our apologies for not sharing that the coupon would not be able to be used on our website until the day after they were sent.

   

   

   

  Customer response

  02/23/2023

   I am rejecting this response because:
  
  I was only afforded 1 day to accept your coupon for rectifying this issue. I don't check my email usually more than once a day. Why was there such a short time limit?

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased I list of 16 items on Monday January 9, 2023 for a total of $85.03. I later received email ORDER confirmation stating that all of my items were either accounted for or reserved because two items were back ordered. At 3:52 in the morning on January 11, 2023 I get an email for the SHIPPING confirmation with an additional charge of $81.61 for the same items. This increased my total from the initial 85.03 to now $166.64. I’m not getting double the quantity in items that I ordered and I don’t have the money to be charged like that considering I ordered this for a college class. I would truly appreciate if I could be reimbursed for the unnecessary charges seeing as I paid the full amount the first time.

  Business response

  01/11/2023

  When an order is placed on our website, we get an authorization on the credit card provided to confirm the funds are available. This is an authorization only, as we only bill the credit card when the order ships. In this case, we got an authorization for $85.03 on January 9th, 2023. We shipped the available items on January 10th, 2023, using that initial authorization, total charged to the card was $81.61. 

  We have not charged the card twice, the authorization holds those funds for us to charge when we ship. The authorization should drop off, please contact your bank if it has not.

  Customer response

  01/11/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a ceramics throwing wheel from Blick Art Materials in Galesburg, Illinois. The purchased item cost me $1,000 and was meant to be a gift for my wife. My wife decided that she did not want to keep the item, and we never even opened the package. After contacting the company for a return only a couple days after purchasing, they told me over email that I have to pay for return shipping. The only problem is that it's a 70 lb box, and the cheapest shipment that I can find is $200 through FedEx. I request today prepaid return label to the company and they refused saying that it's a "customer choice return" and I have to pay the return shipping. They are being completely unbudging on this issue, and now I'm stuck with $1,000 ceramics table that I can't use and have to pay $200 just to return the damn thing for a refund! I feel like I'm getting swindled here. Any chance you guys can convince them to cover my extremely expensive shipping cost?

  Business response

  12/16/2022

  Our return policy began with the start of our company in 1911, and we are honoring that. If you are not satisfied with the merchandise, you are entitled to a full replacement or refund of the merchandise value up to one year from time of purchase. A prepaid label was issued on December 15, 2022, and a refund will be issued when the item is received and processed in our distribution center.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Blick Art Materials. Why does this company think it is ok to double bill you? I have used this company to purchase art materials for years now. But recently they do not just charge you for what you have ordered, plus tax. etc. Now they charge you 2x's, even though they refund one of the charges, evidently once your order has shipped. But this is stupid! And here is why- I am using a debit card-bank card. When they double charge me and it takes a few days for one of the charges to drop off I can be put in the minus in my checking account-Meaning they have put my extra funds on hold, as my checking account lists both charges, although it says "Pending". My big question for Blick is this: Why not just make one charge for the order, not two? This Is ridiculous! If the extra money is tied up in my bank account, I cannot use it to pay other bills, etc. Blick Art Materials did not do this before, as I am a long-time customer of this company and it is only recently they started doing this. Is this even legal? When one makes the purchase, one is approving the amount of purchase ( which includes tax and any shipping charges) one is not approving a double billing, even if it is temporary and will drop off the account in? some days ( Not hours!) I suggest Blick STOP doing this and charge once for the order!

  Business response

  09/06/2022

  Thank you for the recent order, we do appreciate your business. When an order is placed on our website or phoned in, our system automatically goes out to for an authorization on the payment type. This is to confirm that the address we have on file matches the one on your bank account, and to confirm there are funds available for the purchase. At that time, your bank will hold those funds for up to 7 days, and the amount of time is dependent upon the bank, each one is different. Please remember that we do not charge when the order is placed, only when it ships. Once the order ships, the authorization that we have on that payment will match up to the amount we collect. In the case of your order, it authorized for $261.01 when the order was placed on August 31st, and that authorization was immediately voided by our system. Since there was a backorder, we authorized for $248.56 and immediately settled, or withdrew the funds when we shipped the order on September 2nd. Once the backorder is available to ship, we will once again go out for an authorization for $12.45 and settle against that when we ship.
  
  We have not changed how we authorize and charge on orders, we literally have been using this same process for years.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩