ComplaintsforPet Paintings by Nicole

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 8, 2022, I ordered a custom pet painting of my pet on a pair of **** from Pet Paintings from Nicole. The charges were $91.50. I received an email from the company with my order number and what address to send my **** to be painted. (See attached email). The email also stated that the lead time for my order was 3-4 weeks, meaning my order should have shipped by October 6, 2022. I ordered **** shoes directly from the **** website and had them shipped directly to the company per her recommendation. These charges were $64.35 (See attached email). The company confirmed they received my **** (see attached email). On November 10, 2022, I emailed asking for an update on my order. I received no response. On November 19, 2022, I emailed again asking for an update on when my order would ship. Still no response. (See attached emails.) Many people on ****** review have the same complaint about this company in the past few weeks. Her old reviews were great, but recently she is ignoring customers and not fulfilling orders as promised. I am asking for a refund through my credit card companies for her services and for the Vans.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of transaction: August 9th $103.50 (needed to purchase shoes from an outside merchant for services $61.16) August 22md for $33.75. I contacted the seller on August 1st to verify that I would be able to receive a shoe pet portrait by October 16th for my girlfriends birthday. I was assured by the owner my purchase would be sent by the end of September. I ordered a Harry Potter pet portrait that had a guaranteed shipment date of August 26th. I was emailed by the owner September 8th that she had delays but would ship my product early the next week. The owner then stopped replying to my emails. On September 22nd, I was told that the portrait would be shipped by the 29th. I have never received this order. Most of my emails were not responded to and then I was told on September 26th that she had not started my order. After weeks, I got a preview of my items one of which was of a different dog, and the pet portrait was unfinished and poor quality. I have never received these items. I informed the seller I wanted a refund for my items because I would not get them in time. She did not respond. I emailed to say I would move forward with a dispute with my bank if I did not receive a refund and never got a response. She now will not send the shoes I had to purchase for this order from a separate company that cost $61.16.

  Business response

  10/25/2022

  Customer ordered a custom pet painting that is nonrefundable due to the custom nature. Attached is a screenshot of my online store's policies mentioning the Returns Policy + Artistic License Policy.

   

  Returns & Exchanges
  
  
  Unfortunately we are not able to accommodate returns. Each piece is entirely hand painted and no artwork can be returned due to this custom nature.

  
  I cannot be held liable for any shipping issues if custom art is damaged during shipping from their end. I will not be able to provide refunds for any issues under this basis.
  
  Responsibility of all shipment damages or loss is the responsibility of the shipment company and all cases should be sent directly to the shipment company USPS, UPS, or FedEx.

   

   

  Artistic License Contract
  
  
  By participating and purchasing from Pet Paintings by Nicole (the “Site”), a user is agreeing to an Artistic License Contract.
  
  The Artistic License Contract states that all artwork is created by hand and to the best of the artist’s abilities. No edits can be made due to stylistic requests.
  
  Artist retains all copyrights in the creation of the artwork. Design is final and no edits will be made. Artist retains full copyright of all artwork. Artwork may not be used for sales or business purposes.

   

  The order has been completed + shipped. The USPS tracking number is: 9405509205568880884356. Attached is a copy of the delivery notification via USPS.

  Customer response

  10/26/2022

  
  Complaint: ********
  
  I am rejecting this response because the quality of the items was far below what was pictured. Both items were clearly unfinished and did not accurately represent the dogs sent. The issue is also the repeated violation of shipping agreements with no communication or remorse. This owner blatantly lied to me and ignored me and took advantage of my understanding. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I placed an order on ******'s website on Saturday, October 30th, 2021. In the confirmation email, they provided me with the order number #***** and let me know that, "The current lead time is 12-14 weeks." On February 21, 2022, I received an email that stated, "We wanted to let you know that your package will ship on 02/21/22 via Parcel Select Ground." On March 7th, 2021, I reached out and stated, "I just wanted to reach out as I'm concerned my package might've been lost in the mail. It shipped out two weeks from today and I went to check the tracking number and the last update was "acceptance" in North Carolina on February 22." On Mar 10, 2022, , ****** replied and stated, "I hate to hear that your order hasn't arrived yet! I submitted a USPS Package Inquiry. The Service Request Number is 36759078 if you want to follow along, but I will also update you if I find out anything new. From the tracking info, it last shows as "received" by the USPS office in ******* (where I am), so I'm hoping this package inquiry is the push they need to LITERALLY push it along in the mail system." On Mar 17, 2022, I reached out and informed ****** I still hadn't gotten the package. On Mar 22, 2022, ****** replied and asked me to continue to wait for my package. She informed me on March 25, 2022, that, "I will happily recreate the order for you (and it will be top of the list)" should the package not arrive. I thanked her for her diligence with the case and asked her to let me know what happens next as she informed me she was keeping track of the lost package case. The last time I heard from ****** was that last email on March 25th. Since then I sent four separate emails with no reply." Today (4/29) she emailed me and let me know she, "apologizes that she accidentally gave me an empty promise of repainting the shoes. She really shouldn't have done that." She directed me to her return policy and I let her know that she should not have offered to remake the shoes in the first place.

*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. ↩