Update! Shock of the century, I know, but I received another order from Jerry's Artarama today that was mysteriously missing the free Mimik brush.
Since it was a fresh subject for us recently, I made extra effort to check that the 'Free Brush' was still being offered when I made the order.
After I opened the box and found that the brush was (of course) missing, I went back to the website to double-check the free offer. Low and behold, SOMEONE over there finally learned how to put a 'sold out' graphic on the web images!
Unfortunately, they didn't put 'Sold Out' on there until AFTER I placed my order. Also, on checking the stock of the #6 Mimik, it's still available to order, but apparently the 'free promo' item must be a completely different brush. Pfft. :rolleyes: Caryl's assessment and prediction of their shadiness was spot-on, wasn't it?
I love how terrible they are at being crooked, yet they still persist at it. It's like ordering from someone who made the Darwin Awards.
A few days ago, I was verifying a couple of the orders that my mom placed (at my recommendation) for the BOGO Rhapsody brushes. Her brush order was very similar to mine, so I knew to check and see if they had screwed her order up they way they did mine. They sure did.
We both ordered a range of brushes from size 2 to 7, and due to a mistake in their inventory, we were both sent 2 size 2/0's instead of size 2's. I verified my order when I got it out in PA and had them refund mine since they weren't going to be in-stock for a couple of months. Mom hadn't even really looked at her shipment, waiting instead for me to get here and get the studio stocked and set up.
When I called in, I got that same snitty little customer service guy that gets my hackles up every time. His response, after verifying the error and letting me know that they'll go ahead send the replacements (like it was a choice he was making on my behalf) was "you might want to have her let us know sooner", like it was my mom's fault that they can't manage their inventory better. Not, "Sorry about that! we'll ship it right out, thanks for your continued business!", like you'd expect, but that same attitude like it was US that did something wrong.
I've had it with that guy, so I replied with, "Make sure you keep your website correct so we don't keep having our orders screwed up.". What's the point of letting them know sooner when I know that they don't have the correct item in stock to fix the issue? Back when I had my order corrected for this, they had other people calling prior to me with the same issue. They KNEW that they had the brushes mixed up in the database.
They knew that they'd sent out the wrong brushes to anyone ordering a number 2 Rhapsody. All it takes is a search for 'find all customers that ordered a number 2 Rhapsody between date X and Y', then preempt any customer service calls by fixing their error without having to be asked. THAT would be good customer service.
I hate how good they are at being incompetent. Needless to say, after 9 fairly sizable orders in 2 1/2 months, I'm done with Jerry's Artarama, and will recommend shunning them to anyone that asks. With this latest order, I went ahead and ordered a couple dozen tubes of Turner WC to do a review, but since they're a Jerry's exclusive, I'm not going to bother. I'll just use them up (if they're any good) and be done. Once I work through the lot of Lukas paints I have, I'm done with those as well. They're decent paints, but Da Vinci is better, so there's no reason to go through any more ordering tribulations. Their website churns abysmally slow most of the time anyways, which is kind of a pain. *add to cart... ... go make a post on WC .... verify cart .... ...back to paint page ... add another tube to cart ... ... ... go make coffee ... ... verify cart ....*
I've been wanting to try some American Journey and Kilamanjaro, so I think I'll move some of my continued business over to Cheap Joe's and see how they score. I might even head across the water and pay a visit to Daniel Smith in Seattle (right after I bury my credit card in the back yard :p). You guys have had me chomping to try some DS paint, but thus far I've been able to resist. lol
Below, I pasted in the email (following Theresa's great recommendation to get all interaction documented) that I sent in reply to my order confirmation in effort to make sure the brush got included RIGHT AFTER I placed the latest order.
Bad form, Peter...bad form.
On Mon, Jul 29, 2013 at 12:57 PM, Jerrys Customer Service <[email protected]
I checked your order. The free brush was added to your order. I hope this information is helpful, and that you have a great day!
Email:: [email protected]
6104 Maddry Oaks Court, Suite B
Raleigh, NC 27616
101 Peter Gill Road
Henderson, NC 27536
This email contains sensitive information. Please be aware that any transmission of any of the information to any party for any reason without the expressed written consent of this sender is unauthorized and an infringement on their rights to privacy both individually and corporately. Jerry's Artarama and its sender can and will prosecute to safeguard their patents, trade names and know-how, as well as, their intimate relations with managers and vendors. All confidential information that this email may contain is solely intended for the addressed name recipients and for them only. If you should questions regarding this policy or the content of the message above please contact our corporate offices at 001-919-878-6782.
From: Karl Kuehn [mailto:[email protected]
Sent: Sunday, July 28, 2013 3:16 AM
To: [email protected]
Subject: Re: Order Receipt: 2650897J
Thanks for the reply. Please insure that the free number 6 Mimik brush is included in the box (freebie for $19.00 of art supplies). It keeps getting missed on my orders.