ComplaintsforArtsy
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
In September 2022 my wife and I purchased two ***************** works for a total of $3,000. The first work arrived with a large scratch down the middle of the frame. The second piece was never shipped to us in the time frame given. We then had to reach out to ********* and the seller (*** ********* with no response on *********s own communication system. Once we heard from ********* on email (as they will not make phone calls) we received our piece out of the time frame. Which came without a Certificate of Authenticity. We then had to reach out again and eventually received the incorrect COA. We were then promised the correct COA from the Artist own gallery. We never received the correct COA. We have asked for refunds multiple times now and havent been provided with the steps to do so. I dont like being a victim but spending the amount of money we did on such a small piece and being fed **** to shut us up is not a good plan. I am incredibly disappointed and will never use ********* again. We have purchased from other galleries and will continue in this manner moving forward.Customer response
11/29/2022
Better Business Bureau:
We have finally received the correct COA after sharing with the business that we filed a complaint with the BBB. We remain disappointed with ********* and ************. We received what we paid for after months of attempting to get in contact with the business and never had an opportunity to speak via phone call with any representatives. This is not as the terms laid out were specified, and after we requested a refund, we never saw any communication or effort by the business.
Sincerely,
****** *
Initial Complaint
11/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 8, I received notification that *** offer for a ****************************** poster had been accepted (order #*********) and was shipped on November 1`1. Upon receipt of the package, I opened it to find that the poster was damaged due to shipping problems (both the inner and outer containers were damaged). I immediately notified Artsy.net and received a communication from a customer support rep. I immediately sent her photos of the damaged goods. She subsequently sent another message on November 24, to which I immediately responded. Since November 24, the customer support rep has been asking for confirmation of receipt of her emails, which I have done numerous times. However, it seems their email system is not working properly and I have no other way of getting in touch with customer support. Attached are copies of the photos that I provided as proof of damage. I would like an immediate resolution to this issue by either a refund of the $149 I paid or replacement of the poster with shipping cost paid by the seller. Thank you for your assistance.*************************************Business response
12/01/2021
Dear ******,
Many thanks for your message regarding your Artsy order. I am very sorry for the confusion; we were experiencing technical difficulties with our email system which have now been resolved, and as you know, we are back in touch with you via email. I apologise for any inconvenience caused by this.
We are working with you and with the gallery to arrange either a refund or a replacement. Rest assured we will continue working with you until this has been resolved. You'll receive another update from our team today.
Please reach out to our support team if you have any additional questions.
Kind regards,
Artsy SupportInitial Complaint
08/09/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
#1 Trading Day 2021/6/26 #2 Seller Original *********** (MS)********************************* #3 Intermediate ********* (**)********* #4 Buy Product Pictures (Sum. ******* Works)#5 Buy $2,600 #6 Process of transactions Using the ******** site on 2021/6/26 Order #4 above products sold by *******************.the item arrived in ***** in 2021/7/27, but I mainly pointed out to seller in 2021/8/3 as it was different from the product images and product description and the actual received in *********. ******************************************************** I want Artynet on 2021/8/4 to explain that the product description of the site you operate and the actual item, and ask for a reduced negotiations to the refund guarantee of the sale system, but at the current 2021/8/9 There is no answer from the Artsy side of the in place.#7 What you want to do with the BBB Please note that the seller and intermediate to give a sincere explanation of the purchaser.Business response
08/09/2021
Thank you for your message, Kenji, and we're sorry to hear of your concerns regarding your order for "********************* ***** Sails Color Aquatint Etching Hand Signed Large Abstract Art" by ********************* (Artsy order # *********). We're happy to provide further clarification.
I can confirm that our team replied to your emails on July 2, July 9, July 20, July 23, July 27, and July 29, 2021 via ************************************** As a friendly reminder, our gallery partner ******************* sends their orders in 2 legs first, the shipment goes to the ***** hub in ********, *******, and then the shipment is sent internationally to your destination with a new tracking number. We're delighted to see that your order arrived at your provided shipping address on July 27, 2021 per the second leg of tracking information, which we shared with you on July 23. We'd be happy to re-send you the tracking details directly.
For more information about when you are eligible to return an order, we encourage you to read The Artsy Guarantee. Please note that all orders are final per our Conditions of Sale, unless your artwork arrives without a described feature, with meaningfully incorrect details, with damage that wasn't described in the listing, or if the artwork was lost in shipment by the shipping company.
As such, we are unable to assist with a refund of your order as The Artsy Guarantee does not cover shipping delays at this time. Please feel free to reach back out should you have any further questions.Customer response
08/11/2021
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 and the matter has been resolved.
Sincerely,
***********************
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.