Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This was a purchase from Dec 24th 2023 for ****** dollars for a light frame. I never received this product. I have been in touch with the company over email numerous times with an ever changing update "it will be shipped by the end of the month." *********** tries to offer other free items to make up for the issue, but never sends any of the items. Prior to last correspondence I was told they would be sending it over many different months. I reached out again for an update on 8/11/24 asking for refund. They did not send back a response. I would like product refunded. Thank you.

  Business response

  08/19/2024

  We sincerely apologize for the frustration and inconvenience you have experienced. We understand your concerns and assure you that customer satisfaction is our top priority. Gallery Panda is a serious and reputable business, having operated for years, working with over 40 talented artists, and delivering our products to over ****** customers in more than 50 countries.
  
  We have thoroughly reviewed the email exchanges and want to emphasize that we always strive to respond to all customer inquiries in a timely manner. Unfortunately, we missed your last email, and for that, we deeply apologize. Please know that this was not intentional, and your satisfaction is extremely important to us. We are actively looking into this situation and will work on improving our customer service to ensure that this does not happen again.
  
  Regarding the delay in your order, we explained that since this order includes a lightbox frame, it requires more time as it is a pre-order item. Our sales team communicates this clearly, and all this information is available on our website. We depend on overseas manufacturers for supply, and unfortunately, we encountered some delays. As stated in our policy, shipping times can vary depending on our stock levels. To make up for this, we added a complimentary gift to your order.
  
  We have now updated our customer and explained the reasons for the delays. Per his request, we have also canceled the order and issued a refund.
  
  We value your business and your patience. If you have any further concerns or questions, please feel free to reach out to us directly. We are committed to ensuring that you receive the best possible service and appreciate your understanding.
  
  

  Customer response

  08/22/2024

  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.
  
  Regards,
  
  ***********************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a $299 RGB lightbox with remote control from Gallery Panda on March 3, 2024 through their booth at **********************. They advised it would ship 4-7 business days via ****** On April 8, 2024 I emailed Gallery Panda for an update and they responded we should receive by the end of May. I emailed them again for an update on May 28, June 7, and June 11, but have received no response or update. Now more than 15 weeks after purchase we have still not received the lightbox. I would like to receive the lightbox, but taking my money and failing to deliver for >3 months combined with lack of outreach/updates suggests this business is a scam.

  Business response

  07/08/2024

  We sincerely apologize for the frustration and inconvenience you have experienced. We understand your concerns and assure you that customer satisfaction is our top priority. Gallery Panda is a serious and reputable business, having operated for years, working with over 40 talented artists, and delivering our products to over ****** customers in more than 50 countries.
  
  We have reviewed the email exchanges and found the initial correspondence in April, which was responded to within 24 hours. However, we have no records of other emails sent from the same address on the suggested dates. Our customer service team strives to respond to all inquiries within a day, and we regret any oversight that *** have occurred.
  
  Regarding the delay in the order, we explained that the 4-7 business day timeframe is for orders including wall art only. Since this order includes a lightbox frame, it requires more time as it is a pre-order item. Our sales team communicates this clearly, and all this information is available on our website. We have now updated our customer on the expected delivery date, explained the reasons for the delays due to supply issues and improvements in our new model, and have included a complimentary gift to make up for this inconvenience.
  
  We value your business and your patience. If you have any further concerns or questions, please feel free to reach out to us directly. We are committed to ensuring that you receive your lightbox and appreciate your understanding.
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order with Gally Panda for two *** Light Box Frames and 4 acrylic artworks on July 28th 2023 totaling over 800 dollars. Website states orders take 2-4 weeks for delivery. Only received one light box frame and one acryllic artwork. I sent multiple emails about the rest of my orders update. They sent the other 3 acrylic artworks, but still no updates about the *** Light box frame with remote. This item costs around 300 dollars on their website. The Light box frame still has not been shipped as of 10/6/23. Have sent hundreds of emails asking for an update on my purchase without any response at all. After investigating on other social media sites, I have discovered MULTIPLE customers in the same situation. Orders paid in full, and no updates, and no orders delivered.

  Business response

  10/17/2023

  I hope this message finds you well. I wanted to address your recent Better Business Bureau (BBB) complaint regarding your experience with our company. We deeply value your feedback and sincerely apologize for any inconvenience you experienced during this process.
  
  First and foremost, we appreciate your patience and understanding in this matter. We understand that waiting for a pre-order item can be frustrating, and we genuinely regret any inconvenience the delay may have caused. The delay you encountered was due to unforeseen shipping delays from our supplier, which regrettably impacted our ability to fulfill your order promptly.
  We would like to mention that this delay was communicated with you, and though we couldn't get an exact estimate on shipping time, we still strived to get your order out as soon as possible. A customer service had reached out to you after multiple comments, emails, and messages, and forwards on our email inbox and social media accounts. Because of these multiple emails, we were unable to see all of the messages, however, a rep did reach out to ******* and explained the delay. 
  However, I'm pleased to inform you that we have successfully resolved the issue and your pre-order has been sent and delivered to you. We are delighted to see that your order has reached its destination and hope that you are satisfied with your purchase.
  In light of the delay, we want to assure you that we take our commitment to customer satisfaction very seriously. We recognize that open communication is essential, and we genuinely regret any oversight on our part. Moving forward, we will continue to improve our communication procedures to ensure that our customers are always kept informed regarding any unforeseen delays or challenges.
  Once again, we apologize for any inconvenience you may have experienced throughout this process. We appreciate your support to Gallery Panda. If you have any further concerns or require any assistance, please do not hesitate to contact us. We are here to make things right and ensure that your future experiences with us are seamless and hassle-free.
  Thank you for your patience and understanding. We look forward to serving you better in the future.
  Best,
  
  Gallery Panda **************** Team

*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. ↩