ComplaintsforSquare 1 Art

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Square 1 Art. I was ordering my granddaughters artwork. I received part of my order. Then I received another childs artwork on an item I did not even order. I filed a complaint with the company. I was sent an email saying they had tried to call me and that I didnt have my voicemail set up. That is not true. I emailed them back again provided all the information I had already provided in the original complaint. And requesting to have my order shipped to me or to have that portion of my payment refunded. No answer. I have emailed 3 more times since then and no answer. This is the absolute worst customer service I have ever experienced. And dont forget I have another familys order and do not feel I should have to pay to return it. This company charges a lot for their products, but people order because they want their childs art for sentimental reasons.

  

  Business response

  12/09/2023

  Hello ***********,

  Im *********************, the owner of Square 1 Art and I apologize for your issue. 
  

  We strive to provide the best service possible and appears were failing here. Ill be sure to escalate this to our **************** Manager and well get you taken care of ASAP.
  

  Thank you for your business and support of the arts.
  

  Sincerely

  ******

  Customer response

  12/09/2023

   
  Complaint: 20981677
  
  I am rejecting this response because:
  The company was very quick to respond here, but still has not responded to me personally or resolved the issue. I will not be satisfied until I actually have a response and resolution. For the amount of time I have been ignored, I am reluctant to trust the response here.
  Sincerely,
  
  *****************

  

  Business response

  12/09/2023

  ***********,

  I can assure you your complaint will be handled the first thing Monday AM. You have my word and we will expedite your remaining products. 
  

  Sincerely

  Travis 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company on Nov 9, 2023. I never received it. After checking tracking number, the post office said it could not be delivered. I tried to contact the company by email, and called them multiple times they dont answer. This was supposed to be something beautiful and not problematic, nobody has contact me although I have leave many voicemail and emails.

  

  Business response

  12/01/2023

  Hello Mrs. ****** I have forwarded your concerns to my customer service manager and she should get back with you soon. I'm sorry to hear about the delay with your order and we're going to make sure it arrives in plenty of time. If you have any further questions or concerns feel free to contact me directly - ******************************** 
  
  I appreciate your business and your support of the arts and we want to make sure you're satisfied. 
  
  Thanks
  *********************
  owner

• Initial Complaint

  07/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company on April 26, 2023. I never received it. After checking tracking number, the post office said it could not be delivered because address was wrong on their end. Item was sent back. Company sent the order out again with same issue, wrong address according to post office. I do not know what happened to that order. I notified the company 4 times by mail and just received an automated message stating they would get back to me within ***** hours. Finally, after 4th time emailing, I received a phone call. I told the person about what the post office said about address being wrong and I was told that the address is right and they would attempt to send the order again. I don't doubt address is right because I checked to make sure that I typed it in right, but somewhere along the way it was typed in wrong on their end. On June 13, 2023, I received an email stating that my order was shipped again. This time there are 2 tracking numbers. I click them and they do not work. I have ordered from this company before and had no issue receiving that order. When I spoke to the woman, I stated I want my money back, if the order was not received. I have been patient. I would just like a refund.

  

  Business response

  07/09/2023

  We had been in contact with the customer and have sent her the products AND a refund. Still not sure why her address was a problem but we havent heard back from the complainant.  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i placed a large order in Oct. I had been following the tracking and noticed that it stopped being updated at the end of oct. I contacted the company and they said the post office lost it and would re send it. A couple days later i received a email with a new tracking number. The new tracking number has said it's waiting on *** to pick it up for 2 weeks. The company hasn't replied to my inquires as to why it hasn't been re sent out again. I would really like to receive my items for/before christmas.

  

  Business response

  12/05/2022

  Hello **********************, 
  
  I looked up your order and it looks like it's still lost and I apologize for this. I'll get your order remade and shipped but can you confirm your address please since it seems that *** be the issue. 
  
  Thanks
  ******

  Customer response

  12/11/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order in November 2021. Have not received the products ordered. Spoke with ***** at customer services, she claims it was my problem for not calling sooner. Called in January, said order was in process. Called, chatted, and left messages for three days. I was on hold for hours with hold music. Then I was kicked over to voice mail. Voice mail is now full. ***** insists that the problem was mine and not the companies. No response from repeated voice mails to CEO.

  

  Business response

  06/10/2022

  Hello BBB, 
  
  We received the inquiry about this order yesterday and I was out of town. Prior to this, we don't see a record of any inquiry but I do apologize for the delay. 
  I immediately responded to Mrs ********** via email and told her that I apologized for her experience and *********** her order and giving her a full $99.91 refund for the delay. 
  
  I didn't get a response to my email and then got this notification. 
  
  Customer Satisfaction is very important to me and I do apologize for this. 
  
  Sincerely, 
  ******

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order was placed for Christmas gifts on 11/28/21. Attempted to call business 4 times in mid-December with no response. Also sent 2 emails without response. Did get a hold of one person finally who assured that things would be arriving for Christmas. TWO DAYS before Christmas, we were sent an update saying that items were no longer guaranteed and that we should not bother submitting a complaint because they already know it will be late. I requested a refund after new years and have heard nothing. I have tried to contact their customer service line with no response. It is now mid January (`1/16) and my products are still not here. I received a shipment notice on the 13th, but at this point, I do not need or want the product; only my money back for gifts I had to buy in their stead. I realize that this was a fundraiser, but I prefer sending my $60 directly to the school if the products are a scam. I will be recommending a different fundraiser to the school next year. I also understand labor shortages, but then a company has the responsibility to be upfront and responsive to customer service calls/requests. And it is unreasonable that no orders from November would be filled at all by mid January.

  

  Business response

  01/19/2022

  Reached out to ***************** to explain our situation through this past season and assured her that her products were on the way and that we are not a scam. 

  Customer response

  01/19/2022

   
  Complaint: 16473804
  
  I am rejecting this response because: no financial compensation was offered for a product that was 1) not delivered as promised, 2) cannot be resold (once it is even received), 3) had to be replaced for the holidays at a premium for rush gifting. As we discussed on the phone, Covid has affected many businesses, and accommodation, adaptability, and communication are key. It was made worse by the admission that more orders than could be handled were taken and that some ordered (ship to school) were given preferential production even though I actually paid more for my home shipping and no mention was made at time of order that ship to home would get last priority. 
  

  When they arrive, these products will no longer be useful to me as I had to pay additional money elsewhere to get comparable product as promised. Thus, my request for refund. 

  
  Sincerely,
  
  *************************

  

  Business response

  01/20/2022

  We see that her order was delivered. I have refunded her shipping charges of $9.00 and I hope that ******************* can accept our apology for the poor service. My hopes was trying to explain that this season was not normal at all. 
  
  We have an A+ BBB rating, have been in business for 22 years, and have generated Millions in fundraising revenue for Schools across the nation. We got crushed by orders this past season and did our best under the circumstances. 
  
  We've learned from our mistakes this past Fall and will be applying lessons learned to avoid these issues in the future. 
  
  Thanks
  ******

  Customer response

  01/22/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a product from them through my son's school fundraiser. One item was never delivered; called and spoke with a representative one month after still no delivery--representative issued another item to be sent. Now 2 months later, still no item. I'm trying to get a refund for the item that never came, no one answers the phone; the online chat is closed. I emailed and someone sent me an email that my order was processed but still have no item and am unable to get a hold of anyone to request a refund.

  

  Business response

  01/14/2022

  We show that this order was shipped and delivered on Wed. ***** at her mailbox. I will reach out to this customer for clarification. 

  Customer response

  01/19/2022

   
  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.  A portion of my shipment was not shipped.  I've spoken with the owner of Square 1 Art and he is working with me and letting me know when that item should be shipped.  It has been delayed due to supply issues.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order with them on 12/1/21. It is now 1/7/22. I've still not received the order. The order is paid in full. When calling the phone # on their website you get a recording directing you to the website. The website only allows email contact. I sent them an email inquiring about the order. I received a return email stating they were backed up, please be patient. I have since received further 'order updates' stating they are backed up, please be patient. I think they are running a scam. There is no product and there will be no delivery of said order. I plan on contacting the school associated with this order to complain as well.

  

  Business response

  01/14/2022

  We've been horribly delayed with backorders this season due to covid, labor, and supply chain issues. We have shipped this order today - 92748999984683553015143301 and I will be responding directly to this customer. ******

  Customer response

  01/25/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/12 I placed an order for $80 of product to have shipped to my house. Our school that was hosting the fundraiser had their items delivered weeks ago. I have not received any communication from the company other than a form letter saying to check my email in "a few days" for a shipping update. This email was sent on 12/10. No further has been sent. My credit card has been charged. Everything purchased was for the holidays. We were also told by the company that the order deadline that was set by the fundraiser would ensure Christmas delivery.Repeated efforts to call and email have gone in vain. No one answers the phone, emails go unanswered, online chat is not working.

  

  Business response

  01/14/2022

  I see her order was delivered on 12/24 and I'll reach out to her to follow up. Here is the tracking - 1Z58F55Y0317850837

• Initial Complaint

  01/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  11-12-2021 an order was placed with Square 1 Art. $97.74 was deducted from my checking account for the order. 6 items were ordered: 2 snowflake ornaments, 2 hand towels, & 2 adjustable face masks. I seek a total refund of $97.74 for the 6 items that to date I have not received (1/3/2022). I have contacted Square 1 Art **************** via email and voicemail messages without a response **************. On 12/13/2021 I was able to speak with a Square 1 Art customer service agent, ******, who indicated that my order was shipped and NO refund can be provided. Per email received, the following pertains to my order: Order # ******** and Tracking # *** 489 999 846 835 530 150 509 37. The link in the email for the Tracking number is for **** I have contacted the local *** **************** in *********** ** ************** which is 2 miles from my address. *** ****************, *******, has indicated that this is not a *** tracking number & to contact the local ***** I contacted my local *********** ************** and spoke with the *********** ********************** who has indicated that the order has not been scanned into their postal service to track. I contacted the ************************ in Albany, ** ************** and was advised by the postal agent, *******, on 12/14/2021 that the item seems to have been delivered to the **** distribution center and a Service Request Code was given for their resolution: #********. No resolution can be determined per the *************, ** *********** ************************** I contacted the West Genesee School District where the fundraiser started, & was given the Square 1 Art Coordinator contact info the East Hill fundraiser order: ************************* ************** ext 292. A voicemail message was left on 12/23/2021 with no response. My banking institution has notified me as of 12/20/2021 that they have a final determination that no error occurred & I cannot get a refund from the bank for the *** (point of sale

*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. ↩