ComplaintsforJerry's Artarama NC Inc

• Initial Complaint

  04/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered 3/27/2004 Item sold as "protection" for artwork,completely useless for this purpose.Customer service unresponsive and unhelpful Item is large and they want me to pay for return shipping because apparently its my fault the the item is unsuitable,

  

  Business response

  04/03/2024

  Hello *******,

   

  I am confused on how you are describing the item, on our website it is described as this:

  Click Tabs For More
  Description
  Pre-Cut Mat Packs, *********************** Archival Bags that match your mat size
  Everyone loves Pyramid Mats and now there's more to love! These professional quality value boards are cut crisp and clean. Boards are buffered with calcium carbonate to an alkaline reserve of 3-5%. Best used for presentation and open edition prints. Not recommended for archival long-term matting or presentation.

   

  As you can see we state they are used as mats for presentation. 

  Please clarify how it was presented and didn't meet our presentation.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lived in ******* for a number of years and return every year. I am an artist and have purchased thousands of dollars worth of art supplies from *****'s over the years. The quality of some of their products are questionable and most of the time, either I let it pass or I've already left the country before I use the dodgy product leaving me little recourse. This year however, I stopped in ******* on my way to an artist workshop in Europe. I had a requirement of art materials that I ordered online with *****'s. As time was tight, I called several times [v long waiting times] to ensure it would arrive before my departure. I was told because I was residing in ** and that is where the goods were coming from, that two days would suffice. Several days later and more calls, I discover my order has not even been packed and will definitely not arrive before I leave. This leaves me no time to purchase elsewhere. I ask to speak to a manager and say I am prepared to drive to ******* ** headquarters and collect it myself which is flatly denied. This left me annoyed at ; the amount of time I'd wasted on calls, the misinformation given and the fact I was left with no art supplies.In my discussion with the manager, I was direct but in absolutely no way rude nor did I curse or threaten. In fact, I tried to offer him all the options I could to make it easier for them.Finally, with no success, the call ended. I received an email from *****'s and was asked to leave a comment on customer service. I conveyed what had happened and my disappointment.From that day, I have been blocked from logging on to the website. I have been 'denied access'.Obviously as a result of a comment that was, albeit honest, less than complimentary.When asked for an opinion/review and you don't make it a 'shiny' one... they shut you out, deny access?This seems extremely unethical.

  

  Business response

  08/18/2023

  Hello *****,

  I first and foremost want to apologize that your order did not process and that you were unable to receive your products in the timeframe you needed.  Unfortunately there was confusion and that resulted in a delay in processing your order.  What had occurred was that you had a complaint on a product and we were checking the materials at our warehouse to ensure that the current product did not have the flaw you had described.  We were awaiting feedback from our quality control department before we shipped the order.  We are unable to have customers arrive at our warehouse due to liability/ insurance issues.  So picking it up directly from the warehouse is unfortunately not an option.

  I do want you to know you are not blocked in anyway individually from our website.  We have blocked certain countries from having access to our website but that is simply due to the fact that we are blocking fraud or attacks that are being based out of certain countries.

   

  Sincerely,

  Steven 

   

  Customer response

  08/20/2023

   
  Complaint: 20451668
  
  I am rejecting this response because:

  The manager, ****** claims I am not personally blocked from the ******* website but instead certain counties are blocked due to possible fraud. I do not accept this for the following reasons : 1/ ********* is not a questionable country re possibility of fraud. 2/ Other friends, a l s o in *********, are able to access the website!

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

  

  Business response

  08/21/2023

  I have checked your customer number and you are not banned.  Also we cannot ban a customer from our site.  The only way we can do it is by cookie or ip address but I have never asked you for either of these.  I again will state we have not banned you.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jerrys sent me a defective Mabef M22 easel. I contacted the company multiple times including filing a damaged item report, sent photos, and follow-up emails as I was completely ignored by customer service. I also called and spoke with an agent twice. The first time, I was blown off. I was finally given permission to return the damaged item yet was only given a partial refund for an improperly manufactured item. Jerrys Artarama does not stand by the products they sell, ignores their customers when there is a problem, and short-changes them if they think they can get away with it. I want a full refund for this item - including the tax I paid them, which they have also kept.

  

  Business response

  07/03/2023

  Hello *****,

  I regret that you did not care for the french easel that you purchased.  We could not see any issue in the pictures but picked up the easel to review at our warehouse.  Most people who have never seen a french easel (as this is a particular format of easel) that is designed for use out in the field and so it is a lightweight easel. We will refund you in full, but please note that this was not a defective product and it is designed specifically as you received.  Not by just the brand of easel manufacturer but many others as well.

   

  Sincerely,

   

  ***************************

  Customer response

  07/05/2023

   
  Complaint: 20240220
  
  I am rejecting this response because clearly the business did not take the defective easel out of the box and and set it up for inspection before mansplaining how an easel works.  This is not my first easel and I have no intention of keeping one that cants the canvas at an angle.  Just checked with my bank and the balance has not been submitted to my card, soum, no - sorry.
  
  *************************

  

  Business response

  07/05/2023

  Hello,

   

  The refund is being processed and takes days to appear back on your credit card.  I don't believe we have mansplained anything on the easel, simply stated that french easels are designed in a specific manner and that there wouldn't be any chance we could send another to you without it being in the same setup.

   

  Sincerely,

   

  Steven 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have found what look like pin holes thru the paint tubes .. not from shipping .. nothing in our boxed poke thru ************** box like a pin ... Beware before wasting money on these shisters or maybe a single bad actor

  

  Business response

  06/13/2023

  Hello ***,

  I do apologize for any issue you have had with your order.  I tried looking you up by your last name and zip code provided in your complaint.  I wasn't able to find a customer.  However through your phone number I located an customer under the name of ***************************** who placed an order for paints back in October of 2022.  Please let me know if this is the order or if there is a more recent order that you speak of?  I will gladly work with you but if this is the order that you are speaking of, it's 8 months after the order was placed and received.  Have you contacted us prior to now in regards to the situation?  I just would like to understand what has transpired.

   

  Sincerely,

  ***************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was shipped a product that does not match the item I ordered. Pictured or advertised. It looks of different origin a different manufacturer markings with different features and a lesser value than the item I ordered.

  Customer response

  05/15/2023

     Bbb requests clarification of the complaint. 
    The complaint is that Jerrys artarama advertises for sale a trademarked product and has shiped me a different item of lesser value different mfg and origin . The trademark is creative mark ******* branding. I have received and rejected the item it has sent me as being not the item advertised. 
    Jerrys Artarama has been notified but has not provided a return. Please help me resolve this issue and get a a refund. The people at Jerrys Artarama have not been available to answer the phone or live chat. I have sent them the information per their process but they are unable to respond in a timely manner. It is very Likely this simple matter will be dragged out indefinitely. 

  

  Business response

  05/15/2023

  Hello,

   

  I do sincerely apologize for the issue.  This was an issue with the manufacturer.  I am going to refund you in full for the item.

  I am also going to inform both the warehouse and the website department to change information.

  Sincerely,

  ***************************

  Customer response

  05/15/2023

   
  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

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 6 items. Four had defects and they didn't allow me to send them back for a refund. I wrote to them and talked over the phone twice but never received the return labels. Order # *******J. This is the damaged products ************************************* Burnt Umber, 2**ml Tube. The tube, per attached photo is bent and crooked. This is especially bad for a 2**ml tube.Imperial Professional Chungking Hog Bristle Brush, Flat Size #** The brushes are new arrived with the bristles already splitting Imperial Professional Chungking Hog Bristle Brush, Flat Size #**. Split bristles. ***** *** Primed Artists' 16x20" Linen Canvas, Box of 3 These canvases are not stretched at all. They are still in their plastic but when I pass my fingers gently on the canvas I feel the wood frame right away.I am surprised that your staff could pack up and send articles which are obviously damaged like ************** and brushes. The canvases you need to touch them to notice they are not properly stretched, but the other articles are obviously not in good shape. This is making me waste a lot of time. I wish to be sent a return label and to be reimbursed a total of $169.58.

  

  Business response

  05/02/2023

  Hello *******,

  I do sincerely apologize you received damaged products.  I would like you to know that damage during transit is what caused this to occur as the brushes and the tube would not be put into the box damaged.  Our warehouse realizes doing so creates a problem that must be handled later.  Sending damaged products would simply result in more costs, labor, and a loss of a customer.  I have checked your account and I do see that a call tag was issued to pick up the product.  The call tag was issued on 4/26.

   

  I will gladly work with you to resolve the situation but please understand our company did not send you damaged products and we do regret that the products were damaged in transit.

   

  Sincerely,

   

  ***************************

  Customer response

  05/02/2023

   
  Complaint: 20006044
  
  I am rejecting this response because:

  Complaint: 20006044
  
  I am rejecting this response because:

  
  What ****************** is saying is simply false. On April 26th I was sent a form to fill out describing the damaged products. I filled it out and sent it back. I never got a response nor a return label.

  ****************** talks about a "call tag". What is that? it certainly isn't a return label.

  The products arrived damaged, I doubt it was the transit because they were properly packaged. The 3 canvases are not well stretched, the tube is damaged and the brushes bristles are split. During one of the phone calls the agent even had the nerve to tell me that if the paint was not coming out of the tube yet I should be happy even if the tube is obviously damaged. Whatever the reason, these items arrived damaged and ******* Artarama has not sent a return label. Reading other customer's complaints I am not the only person unhappy with their unconclusive responses. 

  If I hadn't written to BBB ******* Artarama would be perfectly happy simply not responding to the email I sent with the filled out form, nor reimbursing. This is not honest behavior. 
  Sincerely,

  
  ***************************

  

  Business response

  05/02/2023

  Hello *******,

  This is not false.  A call tag is a request by *** to pick up the package.  The two attachments show that we did indeed on 4/26 issue the call tag.  Unfortunately *** has not attempted to pick up the package until apparently today.  Usually this process occurs in 2-3 days after the request.

  Again I am stating that we do not send out damages and that yes brushes and tubes can move if the package is handled roughly and that can cause things such as in the pictures.  I do apologize you have received damage product and we are picking them up so that we can refund you.

   

  Sincerely,

   

  ***************************

  Customer response

  05/03/2023

   
  Complaint: 20006044
  
  I am rejecting this response because: I just received the "call tags" today. *****'s Artarama never told me about them. According to the information on the tags *** should have picked up the items yesterday. I was home all day but *** did not show up at my apartment or contacted me. The items are still here. I could leave them with my doorman today or I will be home tomorrow,
  
  Sincerely,
  
  ***************************

  

  Business response

  05/03/2023

  Hello *******,

  I cannot schedule *** to arrive on a specific day for a call tag.  I regret that is not one of the options with ***.  I can have labels that are sent to your email so that you can drop off the package at a *** store or facility if you prefer that option.  I can reissue *** to come to your door to pick up the box but I unfortunately cannot assign a particular date and based on the delay that occurred with the first call tag I am simply going to state that it could occur over the span of a week.

   

  Sincerely,

   

  ***************************

  Customer response

  05/03/2023

   
  Complaint: 20006044
  
  I am rejecting this response because:
  Please have labels sent to my email. 
  Once I am reimbursed I will take off my complaint.
  Sincerely,
  
  ***************************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a frame for $61.51. Order #********. Arrived with scratches around the entire border. Contacted Jerry's Artarama and I was asked to send pictures, which I did. I will be glad to post them here as well. I was then told that these marks were considered feathering. I have been painting for 50 years. In all that time, no one has ever tried to pass off scratches as "feathering". I spoke with a very nice lady via telephone this morning. She totally understood my dissatisfaction and approached her supervisor for a resolution. I was given 3 options...1. a 30 percent discount, 2. They would send me a return label, and if they deemed it defective, I would receive a full refund. If they deemed it as "feathering", they would charge me the shipping fee. 3. I could apply for a full refund but pay return shipping. None of these options are acceptable. They have already said these scratches are, in their opinion, feathering, so Option 2 is already a moot point. They're going to say what they're going to say. Option 3 would cost me more than the frame, as this is a huge box to return...postage is not cheap. Option 1...30 percent refund does me absolutely no good, whatsoever. I have posted pictures online asking opinions on this "feathering". The first 32 responses have said in no uncertain terms, send it back...it is full of scratches! One lady said that when viewing the artwork, it will be the first thing someone sees, regardless of the painting. I have to agree. I have tried to resolve this issue on my own, and sadly getting nowhere. There are other complaints on the plein air frames on their website. One is a gold frame showing similar scratches, although mine appear more noticeable. Could be the photo.

  

  Business response

  02/22/2023

  Hello,

  These are gold leafed frames and silver leafed frames.  The leaf lines are part of using individual sheets applied to the frame.  I would highly suggest you instead go with Gold painted and Silver painted frames if you are looking for frames without leaf lines.

  

  Business response

  03/01/2023

  We are refunding the customer.

  Customer response

  03/02/2023

  
  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

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I wanted to place an order for a specific item. I called Jerry's to check stock. I was told it was in stock. I then checked the website that showed there was stock for that item. I added items to the order to reach the free shipping minimum. Items that I really didn't need but I had really wanted that one item. Today I noticed on my credit card billing that the amount from Jerry's was much lower than was the total was. Only when I went into my order history on the Jerry's website did I see that the one specific item I had wanted was now backordered. I checked and I had NOT received an email from Jerry's with an order update. i contacted customer support to see how long the back order would be. I was told maybe March 6th but maybe not. I then requested to cancel the order. I was told they could only cancel the backordered item. I explained that I only added the other items to reach the free shipping minimum. I was told there was nothing I could do. This is clearly a bait and switch and clearly unethical business practices. I did my due diligence and verified the item was in stock both on the telephone and online. At the VERY LEAST i should have been notified that the one item I had wanted was not available with an option to cancel the entire order. I was NEVER contacted. I do not want this order and want to be refunded the entire amount. I want this company investigated. This is clearly something they do to get people to place orders for items they do not have. That is very clearly unethical at the very very least.

  

  Business response

  02/17/2023

  Hello *******,

  I do sincerely apologize that you had a bad experience with our company.  I recognize that our company did not handle things properly in communication.  Unfortunately when the order was being picked there was a problem with that item's inventory.  Our company did not intend to short ship any materials and I will gladly send a call tag to bring the merchandise back and refund you in full.  We have over 70,000 different items and so even with inventory integrity of 99% that would still leave 700 items with issues.  We are working continually to resolve issues and I regret that your order was affected by this situation.

   

  Sincerely,

   

  ****** *******

  Customer response

  02/22/2023

   
  Complaint: ********
  
  I am rejecting this response because: I not only checked inventory online but also called to check inventory. I placed my order within seconds after hanging up with the customer service representative. I truly believe that this is a bait and switch tactic that Jerry's uses. I did not need the other items and only wanted the one main item. I only added the other items to make the minimum free delivery. I do not think this is an ethical business practice and certainly do not think this was an innocent action on Jerry's part. I think this is something Jerry's should make future customers aware of. This business practice that they have adopted.
  
  Sincerely,
  
  ******* *********

  

  Business response

  02/22/2023

  Hello,

  I do truly understand your frustration, unfortunately again inventory can be off and we accept to make accomodations to customers in these situations.  Bait and switch is something completely different:  it is when someone advertises one product but ships another lesser quality.  We have not nor will we every attempt to bait and switch.  Inventory being at an incorrect amount due to a variety of factors is rare but does occur with any company.  I do apologize.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  two BIG issues, on sept 15th I was trying to order frames and it clearly said AND STILL SAYS "Mix & Match Bulk: Buy 8+ only $28.58 ea. Save More". what follows is my transcript. Hi best I can tell the bulk discount is mix/match, but my cart isn't showing that. it wants me to do 8 of each size of the illusions frames. this is what I see on the listing "Mix & Match Bulk: Buy 8+ only $28.58 ea. Save More" **** 02:15:01 pm I show that the illusions frames are not mix and match bulk buy, they are just bulk buy so you would need to order 8 of the same frame to qualify for the discount. ************ ** weird, because what I posted above is cut and pasted from the frame description and they each say that. but ok, I will change my order. that should be fixed as I spent a lot of time trying to figure it out before coming here to ask :( **** 02:17:20 pm Can you please send a screenshot of where you saw that to *****************.com and include my name in the email and I can send it up to our web team to correct ****02:17:46 pm I really don't want to spend more time on tech things. I will just change my order. someone can easily find it and fix it. **** 02:18:01 pm Have a good day NOW, I ordered 4 of the frames the next day. They arrived and every single one was damaged. They are white sprayed over black and the edges are fuzzy, the seams are gappy and there are nicks and scratches in them. I promptly took video and photos and emailed. 6days later I resent the email as I had no response. I was then told I needed to package the frames back up and ship back to them. They want me to again, take my time and repackage unusable product to ship back to them. I detailed all of this and **** told me it was the only option. What company ships defective product and wants it back? I've already had to spend time first figuring out pricing, then videoing and photographing defects and emailing 2x, now this. I cannot upload video here so did screen shots for you

  

  Business response

  10/04/2022

  Hello ****,

  I do apologize that you received product that isn't up to our or your standards.  This issue is one we want to discuss and work with the vendor to solve.  This often means we need the offending product back in our hands so that we can show them more information and also answer questions and follow ups.  I regret that it creates more work for you but I would suspect all that you could do is throw it away which simply fills landfills.  We will work with the vendor to improve overall quality control as well as donate the material afterward so that it would avoid landfills and benefit someone in need.  I will also send you an e-gift card to show our appreciation in helping us solve issues for future customers.

   

  Sincerely,

  ****** *******

  Customer response

  10/05/2022

  
  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.

  I want to add, I don't know if you continue passing messages on to the company but if so I have the following response:

  As a neurodivergent person who never even returns items that don't fit or aren't what I was expecting, it is a huge task to return something that I really needed but came defective. I appreciate your desire to go to the manufacturer with these frames, but I also cannot help but assume many more in your inventory are just like this and you don't really need these back it is just an added step for me. With how messed up they are, there is no way it is only there 4 I purchased.

  it is disappointing on more than the level of taking the time to repackage, I had to stay on top of whether I got a response and resend when I didn't. I then explained this and the pricing error (which really should have been matched or at least fixed)  to the CS rep *****) when I did get a response and they ignored everything I said instead giving me a reply that led me to figuring out how to escalate which ended me up here.  I am not even attempting to tell you how Jerry's should do things, but giving you insight into how poor CS affects people like me.   

  Your prompt response here is appreciated, but I'm disappointed this is what it took and that you still want the frames back. I've spent enough time and emotional energy on these frames. 

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

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept 2nd 2022 an order was sent from me to the website. I ordered 8 wooden French easel pastel palette drawers with inner pastel pods shown as included by the picture. The picture on the web page showed 9 or more pastel pods ( that were inserted in the drawers to hold the pastels individually and protected inside) that came with the pastel drawer which is why they were ordered. Nothing indicated these were not included. 8 Pastel French easel drawers were included on arrival, around the 9 or 10 Sept not one protective pastel pod was included. I DID A LIVE CHAT IMMEDIATELY to seek clarification and ask why no pastel pods inserts. They asked for a picture and email. How can I take a picture of something that did not exist? This should be a simple matter to clear up. Pods shown to be included on website, no pods included upon receipt of package. Do they have no records of customer orders that we the customer have to do all their legwork for them? Either the advertising was faulty or they were not included by default. I returned to the website to see the picture of what I had ordered and it was nowhere to be found. Looked online resigned to just order the pods myself, to find the pods were a discontinued item. So I was sold an item that clearly misrepresented in 2 ways. The picture I ordered from showed the pastel pods included, with no info to the contrary and 2. There is no way to ever get the pods as they have been discontinued. I would not have ordered the item knowing either of the two things The shipping container box was hardly substantial and likely why one of the 8 boxes had a broken latch. While *** claimed these were delivered to my porch, truth is they were dumped at the end of my long rural drive where anyone could have stolen them. Question how do you take a picture of any of these issues? Excepting the broken latch, which is the lesser problem, and representation or no disclaimer regarding the pastel pods was clearly false and deceptive.

  

  Business response

  09/13/2022

  Hello ******

   

  I do apologize for the handling of this order.  Unfortunately the item that you purchased was discontinued and no longer in stock (after you purchased) and so the agent couldn't view any web page and couldn't access information that used to show how the item was advertised.  They were requesting pictures so that they could learn more about the situation.  We will gladly refund you as the item did not meet your expectation.  I sincerely apologize for the situation.

   

  Sincerely,

  ****** *******

*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. ↩