ComplaintsforThe Collection Shop

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The collection shop mailed me a damaged print. They refuse to issue a refund or credit. They engage in unethical practices by shipping damaged items and processing g claims against the shipping company.

  Business response

  07/26/2024

  ***** ****** purchased an artwork from our gallery on 10/17/2023. The order was shipped out  on 10/17/23 and received by the customer a few days later. On 3/18/2024, ***** ****** reached out to the gallery to indicate her item had arrived damaged. We explained to her that as per our written guidelines the damage had to be reported the same day of receipt to gain insured compensation with our shipping service ****** Since her claim to us was more than 5 months old the time to file the claim had expired.

  We did explain to her that the when she reported the issue on 3/18/2024 we tried calling her using the telephone number that was entered with the order  (her mailbox was full) as well as we responded to her email dated 3/18/24. We received another email from her on 6/13/24, expressing that her art from 10/17/23 had arrived damaged. We asked her to contact the gallery so we could discuss the issue. We also sent her our written terms and condition: (Please review the terms and conditions you accepted when you placed the order, specifically Item 5.2: ***************************************************.)
  

  
  All our items are inspected before leaving our gallery. It was shipped via **** Ground'Tracking Number: 1ZTT36704297818917 . We are very surprised by the complaint as we have done our best to try to communicate with *****.

  Please let us know if we can be of further assistance.

  Sincerely,

  The Collection Shop
  

  Customer response

  08/08/2024

   
  Complaint: 22045929
  
  I am rejecting this response because:
  
  The Collection Shop has not made an effort to remedy their error. They continue to insist that a claim could have been made against the 3rd party shipping company, but the tube was not damaged. The print was damaged inside of the tube. 
  Sincerely,
  
  ***** ******

  Business response

  08/19/2024

  We regret that Ms. ****** remains dissatisfied with our response, both to her and to the Better Business Bureau (BBB). However, we are unable to issue a credit for a claim submitted more than five months after the product was received. Our terms and conditions, which clearly outline our policy on returns and items received damaged (Item 5.2: ***************************************************) , have been communicated to both Ms. ****** and the BBB.
  We have made multiple attempts to reach out to Ms. ****** to explain the situation. Below is a detailed account of what transpired from the time Ms. ****** placed her order. We sincerely hope that if Ms. ****** chooses to shop with us again in the future, we can offer her the *************************** that we strive to provide to all our clients.

   

  Previous Response Sent 7/26/24:

  "***** ****** purchased an artwork from our gallery on 10/17/2023. The order was shipped out  on 10/17/23 and received by the customer a few days later. On 3/18/2024, ***** ****** reached out to the gallery to indicate her item had arrived damaged. We explained to her that as per our written guidelines the damage had to be reported the same day of receipt to gain insured compensation with our shipping service ****** Since her claim to us was more than 5 months old the time to file the claim had expired.
  We did explain to her that the when she reported the issue on 3/18/2024 we tried calling her using the telephone number that was entered with the order  (her mailbox was full) as well as we responded to her email dated 3/18/24. We received another email from her on 6/13/24, expressing that her art from 10/17/23 had arrived damaged. We asked her to contact the gallery so we could discuss the issue. We also sent her our written terms and condition:(Please review the terms and conditions you accepted when you placed the order,specifically Item 5.2: ***************************************************.)
  
  All our items are inspected before leaving our gallery. It was shipped via **** Ground' Tracking Number: 1ZTT36704297818917 . We are very surprised by the complaint as we have done our best to try to communicate with *****."
  

  Customer response

  09/04/2024

   
  Complaint: 22045929
  
  I am rejecting this response because:
  My calls went unanswered and my complaint was ignored. 
  Sincerely,
  
  ***** ******

  Business response

  09/16/2024

  We do understand that our two previous responses may not be acceptable to client, however we do have terms and conditions noted on our site to ensure all customers understand and acknowledge our guidelines prior to purchasing.

  At this time , after repeated conversations with the client and two responses to the BBB as well as attaching our guidelines we are unable to assist any further.

  Thank you.
  

  Business response

  10/02/2024

  Thank you, ******** *.

  We do appreciate all of your assistance regarding this complaint.
  

  Sincerely,

  *******
  The Collection Shop
  

*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. ↩