ComplaintsforArtistry Epoxy
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Complaint Details
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Initial Complaint
10/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
***** arrived damaged and leaking. ****** was stuck in the bag and the lid had dried paint all stuck. When I attempted to reach out, I got told to just add water to it and that it wasnt the paint that leaked. The company refused any assistance expert for saying that I could pay to return the products and that there would be a 10% restocking fee.Business response
10/25/2023
As an online retailer, we know that sometimes packages get damaged in transit. We are always willing to send a replacement when products get damaged. All we ask is that our customers show proof of the damage. ******* failed to do so. She stated multiple times 1/4 of the bottle had leaked, however the photos of the leaking bottle shows no paint on the outside of the bottle, nor any pooling paint in the bag. If 1/4 the bottle had leaked, there would be 1 oz of paint on the outside of the bottle. Im not seeing that in the 3 photos she provided. I let her know thats not cause for a replacement, and that she may return her purchase for a refund minus the 10% restocking fee, which is standard for online retailers. ******* was also not happy with her other purchase, stating the bottles of 2 oz glitter by weight were not full enough, and that she buys glitter cheaper elsewhere. We are certainly fine with her buying elsewhere. It seems ******* made an impulse decision to buy and didnt really know our products and what she was purchasing. She later regretted her decision so she began emailing us about her purchase. We kindly explained our policies and procedures, and her last email seemed as though she would be fine keeping the purchase. Im not sure if she is planning on returning or not. Unfortunately you cant please everyone. But I stand by our products, fast customer service, and our policies. I have provided a reference photo of the same color paint ******* bought that leaked 1/4 of the bottle. I also included screenshots of our email conversation.
Thank you!
Customer response
10/25/2023
I am rejecting this response because:Business response
10/25/2023
Was there supposed to be more than
I am rejecting this response because:
Thats all that was in the last response. There is no explanation.
Again, a little stickiness on the bottle (which will wash off with water) is not cause for paying to return it, paying to ship out a new one, and the time it takes to do so. We have shipped out hundreds of packages to replace damaged products over the last 3 years. We know and accept that as a part of shipping products. We just need proof. Thats it. Its simple.Customer response
10/25/2023
I am rejecting this response because:
proof has been provided.Business response
10/25/2023
Im not sure how this works, but it seems this is supposed to bring resolution, not just a place to file complaints.
So yes you may return your purchase, like I said. You may also exchange it, ********* back to us and instead of refunding we will send a new one.
This could have been done in email, we responded to you quickly when you emailed.
Customer response
10/27/2023
At this point, the company has been hostile and consistently sending rude messages to the point where I had to tell them to communicate through BBB instead of my personal email.
the statements made have been false and one sided. The comment about not knowing what purchase I was making and regretted it when I literally purchased a mystery box is just absurd. Then this last message about exchanging it was literally what my messages were requesting. I stated exactly that I would gladly pay shipping to return it and get a new unopened bottle of paint, and apparently that was unacceptable. I do not wish for this business to contact me any further as I already feel harassed, and unfortunately reading reviews online, it appears that ****** treats customers like this frequently.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.