ComplaintsforJerry's Artarama NC Inc

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept 2nd 2022 an order was sent from me to the website. I ordered 8 wooden French easel pastel palette drawers with inner pastel pods shown as included by the picture. The picture on the web page showed 9 or more pastel pods ( that were inserted in the drawers to hold the pastels individually and protected inside) that came with the pastel drawer which is why they were ordered. Nothing indicated these were not included. 8 Pastel French easel drawers were included on arrival, around the 9 or 10 Sept not one protective pastel pod was included. I DID A LIVE CHAT IMMEDIATELY to seek clarification and ask why no pastel pods inserts. They asked for a picture and email. How can I take a picture of something that did not exist? This should be a simple matter to clear up. Pods shown to be included on website, no pods included upon receipt of package. Do they have no records of customer orders that we the customer have to do all their legwork for them? Either the advertising was faulty or they were not included by default. I returned to the website to see the picture of what I had ordered and it was nowhere to be found. Looked online resigned to just order the pods myself, to find the pods were a discontinued item. So I was sold an item that clearly misrepresented in 2 ways. The picture I ordered from showed the pastel pods included, with no info to the contrary and 2. There is no way to ever get the pods as they have been discontinued. I would not have ordered the item knowing either of the two things The shipping container box was hardly substantial and likely why one of the 8 boxes had a broken latch. While *** claimed these were delivered to my porch, truth is they were dumped at the end of my long rural drive where anyone could have stolen them. Question how do you take a picture of any of these issues? Excepting the broken latch, which is the lesser problem, and representation or no disclaimer regarding the pastel pods was clearly false and deceptive.

  

  Business response

  09/13/2022

  Hello ******

   

  I do apologize for the handling of this order.  Unfortunately the item that you purchased was discontinued and no longer in stock (after you purchased) and so the agent couldn't view any web page and couldn't access information that used to show how the item was advertised.  They were requesting pictures so that they could learn more about the situation.  We will gladly refund you as the item did not meet your expectation.  I sincerely apologize for the situation.

   

  Sincerely,

  ****** *******

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/26/22, I ordered 18 poster frames, size 18x24, and they sent me 16x20. I called customer service on 8/30 to tell them about the mistake, and the rep told me to email a picture to [email protected]. I did not feel like doing the work and making the mess of opening the carton and taking pictures of the individual frames was warranted since it was not my mistake; plus, the carton clearly says 16x20 on it and is much too small to hold poster frames. Several days passed, so I followed up by phone to find out an update. I was on hold 20 minutes with no answer, so I emailed again. The person who responded said the picture of the carton would not suffice and that I needed to open the carton, take out a frame, and send a picture of it with a measuring tape to indicate the size. I sent the picture they requested on 9/5 and said that the amount of work I've had to do to prove they made an error is absurd and that I wanted a resolution by Wednesday, 9/7. The same rep emailed me back on 9/5 and said they were sending out my replacement frames and that I would get a shipping confirmation, and that *** would pick up the 16x20 frames. Wednesday passed, so I emailed once again; this time I asked for shipping confirmation and some idea of when *** would pick up the useless frames in three big boxes taking up space in my living room. The same rep emailed me back and completely skipped my request for shipping confirmation. I replied to say them getting their stuff back should hardly be the priority. Having to do work to prove a company made an error, then chase them down repeatedly to get a resolution is abhorrent. They could have just checked their inventory to begin with and verified they were short 18 small frames and had 18 extra poster frames.

  

  Business response

  09/09/2022

  Hello ***** ******,

  I am sorry that you had a bad experience with both the order and our customer service.  Please understand that you did not have to open the package.  If the package has the information on the outside, meaning that it states the size on the outside that the picture of the outside would let us see the issue that that picture would allow us to send over to the warehouse so that they can then handle the issue.  Meaning they can check the materials in the bin location to ensure that the problem would not happen again.  A quick picture assists in communication and quickly resolves the situation.  I do apologize if that upset you and I will gladly have the warehouse research the situation and have them resolve it in a different method.  If you would like to discuss this further you can contact me either by email [email protected] or call my direct dial number of ************

   

  Sincerely,

   

  ****** *******

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lazy packaging resulted in 32 oz jar of titanium white breaking. The jar itself broke, so the paint that's left will dry out. Called and emailed customer service with images at *********************. Phone rep was rude and useless and no response via email. Refund!!!! Order # ********

  

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/11/08) */ Hello ******, I am sorry you had a package with an issue. I am also sorry that the person you talked to was rude. They asked you to send a picture of how it arrived and we were waiting for the email with the picture. This request was on 11/05 and then on 11/08 we received an email about a chargeback. We are letting the chargeback to go through so you will receive your money back. I tried calling and left you a message so that we could work things out. I again apologize for how this was handled. Consumer Response /* (3000, 7, 2021/11/08) */ This is the typical response from this company as noted by others who have filed a complaint, in that they claim to have not received the images requested, it is a flat out lie. The images were sent to the correct email almost immediately upon request. To others who find themselves in the same position, just file a chargeback and avoid dealing with their customer service altogether, they are rude and as disingenuous as the apology they now offer me. Bye Jerry's Artarama, you lost yet another good paying customer by being to lazy to package you products correctly and then falling down on the job when it comes to customer service. You are not "letting" the chargeback go through, you have no grounds to dispute it as I have sent all the necessary documentation to support my claim. Enjoy your chargeback fee, you earned it. Business Response /* (4000, 9, 2021/11/08) */ Hello we spoke on 11/5 and then after the weekend you filed the chargeback. I am not fighting the chargeback. You are going to get your money back, but we would have exchanged it or refunded you without the chargeback. We are not lazy we are working as much as we can during this phase of the crisis. Consumer Response /* (4200, 11, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Semantics. Placing 32 oz plastic paint tubs loosely in a box to bang around and break in shipping is lazy, or cheap you choose. You could have refunded when you "spoke to me" but instead were rude/curt, so you can add another lie to the list. You also answered the phone with an attitude and then lied about not receiving the email with images of the damage, like you have with others here who have filed complaints. Keep digging yourself a hole for everyone to see, You are welcome to fight the chargeback all you like, you will lose, but you are in no way doing me some favor by claiming your not fighting it.

*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. ↩