ComplaintsforPortrait Creation Paintings

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 05/01/23, I placed in order for a 30 oz cup and an ornament. Per the seller I was to receive my order 11/23. 07/21/23, I sent the seller an initial picture via email of the two dogs I wanted on the cup and the ornament. I had received a confirmation email from the seller at that point. On 09/12/23, I upgraded to a larger cup, an additional dog, greenery and flowers added to my order. On 10/6/23, I sent pictures of all three dogs with requests on what I wanted on my cup. Seller reached back out to me to verify confirmation. Per seller, policy was to have sent emails by 10/28/23 of pictures.On this email I was later informed that I had a typo on one of the order numbers. On 11/16/23 I was notified that the seller's dog had passed and asked for an extension for my order to be made. For my order to be made. 01/29/24 I was notified that I had not sent an email with the pictures of my dogs and reserve requested for me to send them again. I had forwarded the email from October. ****** confirmed she had received that email. 3/11/24 I checked my account noted that all three of my orders were stated canceled by customer. Reached out to seller. 03/15/24, through a series of many emails, I was informed by seller that due to the typo on the subject line of the order number my photos were considered not sent. I showed seller the original email from 10/6/23. ****** stated that she was mistaken and she would add my cup and ornament to the spring summer group she was working on. I resent a new email with correct order numbers with the pictures in the seller verified confirmation. 05/024, I checked my account orders were still stated as canceled. I reached out to seller informing of my account information and ask for an update us to the estimation of the arrival of my products. Received an email stating that I still had not followed shop policy and that I had not submitted more pictures by 03/15/24, so my order is still remaining canceled. Requested a refund and was denied.

  Business response

  05/02/2024

  Thank you for bringing this to my attention. As I discussed with the customer in email form and on her purchase, in order to paint a portrait I do require photos to be turned in, these can be uploaded and or emailed by due date. I allow my customers 6 months with multiple reminders to make sure their photos are turned in my due to to their assigned chat, which I'd be happy to link here for viewing this information and reminder was also stated in purchase and in a delayed email that I will also link here at the very bottom. Sadly this customer did not send in photos by the due date to be painted , I sent 3 email reminders and this was stated on her purchase and at check out, sadly I can not paint something that was never provided. When I canceled her order 3 months after missing her paint date she finally reached back out to me to bring to my attention she incorrectly sent an email and i never received her photos as it wasn't sent to her chat nor provided her order number . Each pre order I sell is a reservation for a portrait to be painted, my policy states if you miss your paint date due to not answering emails and not providing photos to be painted the order will be canceled without a refund.  
  This is to protect small artists like me. I hold those paint dates for 6-9 months, it would be unfair at the time to lose out on the money held for her to be painted to have a no show customer, this is the same as not showing up for a tattoo appointment, a paid reservation etc, as this paint spot could have been filled by another customer. She finally turned in photos 5 months past due date 12 months after purchase, which is extremely late. To make the exception to add her back to my paint calendar I do require a fee because they will now be removing a paint spot from any new customers to book on my schedule . However she did not pay the sent $50 invoice to be added back. The order remained canceled, today she reached out to me for an update and I did explain that to her. I believe 6-9 months to turn in photos to your order email chat is a very fair amount of time I provide my customers with, sadly she didn't answer emails nor followed the directions provided to her. Sadly I am not responsible for that, today she requested a full refund, which I did yes deny. I am a very small business and my time and paintings means the world to me. I believe I am very kind and of course have no problem making exceptions however the order will stand non refundable, this was also approved by shopify as I am a small business and she did not answer emails, follow directions or provide any photos for me to be painted by the due date of oct 28th 2023, she purchased this item may 1st 2023. She did not provide photos correctly to be painted till March 15th 2024. 12 months later, and she did not pay the sent invoice to be added back to my calender. I have brought this to shopify customer support and they have approved this order to be non refundable and protected for any future chargebacks as she made the reservation and I sent many emails and updates informing her of her due dates and requirements, in which she did not follow and missed her scheduled paint date , nor did she provide them till 12 months later and didn't pay her rescheduling fee to be added back for a new reservation.  Below are the emails I sent reminding her that photos needed to be turned in. PLease remember artist like me are small businesses, I am not amazon, target or ******** I feel I have done everything I can by providing all the information to her with all her directions etc sadly I am not responsible for her missing her paint dates, Not following the directions and not turning in photos to be painted. Below is the email sent and all required information for her order to be painted. I am sad today she went behind my back to post this complaint and that the order could not be completed, I hate seeing this happen but I do feel I provided everything she needed and tried to make the exception in which she did not follow the next steps to do so. I do not run into this issue for photos not being turned in as it is rare but sadly I can only provide my side and can't force customers to turn in photos correctly or on time to be painted for me to be able to complete their paintings.  Please read the Following information that was provided to the customer 

   

  
  
  -Please Send Photos Below Using Tool At The Bottom ** Side Of Listing! OR With the Contact Button With **der #!This Will Also Be Required In Email Form After Purchase To Discuss Details And Get Best Quality Of Your Photos For The Best Painting
  **PAINTING IS ***** LISTED ABOVE AT PURCHASE.AFTER PAINTING IS APPROVED, ALLOW A ***** BUSINESS DAYS FOR RESIN AND GLITTER PROCESS BEFORE SHIPPING. THIS IS ONLY PAINTED THE ***** PURCHASED FOLLOWING YOUR APPROVAL AND RESIN TIMELINE **
   Send Photos True To Color, If You Send A Photo With A Filter The Cups Will Be Painted The Same Colors As Provided. Such As A Black *** Looking Brown ** A White *** Looking Cream. ** Human Skin Tone There is a $45 Repaint Color Fee To Fix Colors Of Animals. The Colors Can Only Be Painted As The Photo You Sent. Quality Of Photos Is Extremely Important For Best Details, As I Can Only Paint What Is Provided, This Means Clear Photos Is Highly Recommended.
  
  - Straws Are Not Included, I do have straws in silver and gold to purchase on my shop with other cup accessories
  Best Results And Details I Suggest 2 Pets But Can Paint Up To 4 Wrapping Around The More Pets Added The Smaller The Portraits And Details Will Be.
  For Extra Pets Please Contact ** Purchase The Extra Pets Listing On My Shop I Can Do Up To 10 They Will Wrap Around The Whole Cup
  FREE ADD ONS
  Glitter & Writing
  
  EXTRA Cost Add Ons 
  Flowers, Greenery, Cups Accessories, Bows, Pet Toys etc.
  
  I Can Combine Any Photos
  More samples Visit My Socials
  REFUND POLICY
  No Cancelations After 3 days Of Purchase, You are eligible for a refund only if you are not satisfied with a painting... BEFORE shipping on all products, or if the product arrives damaged or missing please reach out. Once the item is mailed back return label paid for by the customer you will receive your refund or a new painting can be sent for FREE. NO REFUNDS ON TIMELINE, all timeline are stated in bold before purchasing
  Information Not Turned in on time to paint date will be canceled with no refunds, your paint spot is reserved for you, failure to turn in information before paint date will not be repainted in the future without a new purchase.
  @elyssaportraitcreations
  
  
  
  
  
  
  
  
  
  -Your order Has Been added To My FALL Calender! All Photos Are due in email form Oct 28th! A Reminder Will Be Sent 1 week before your paint date to confirm all photos, color font, glitter and extra straw and cup add ons. If the information and photos are not turned in here to confirm and you miss your paint date your order will be canceled without a refund. I do take order Cancelations 3 days after purchase, Please feel free to reach out with any concerns I do make exceptions! On your paint date you will get a photo for approval same day! Refunds are aloud if you do not love your painting or your item is lost or damaged in shipping with my approval. After approval your item gets shipped in approx ***** business days, During this time we add pets names, requests like glitter greenery and flowers, we then resin seal your cups/painting, to be furever lasting and washable! I Do Offer YETI & ******* CUP UPGRADES And Straw add ons to your order ( these Are Not Included as stated in your Purchase)
  
  I cant wait to see what I will be painting This FALL !! I am So excited!! And Thank you For Supporting My Small Pet Cup Business
  
  Elyssa Portrait Creations
  
  
  
  
  If you have any questions, reply to this email or contact us at *************************************************************
  
  -DELAY
  ALL PREORDER ARE SUBJECT TO DELAYS AS STATED IN M SHOP POLICIES AS THESE ARE PREORDER AND SADLY WE CAN NOT PREDICT THE FUTURE SUCH AS FAMILY PASSINGS, HEALTH AND PET PASSINGS.
  I HOPE YOU UNDERSTAND I AM WORKING MY HARDEST TO PAINT ALL ORDERS AND I DO NOT TAKE THIS DELAY LIGHTLY, YOU HAVE MY WORD THESE PAINTING ARE WORTH TO WAIT BUT I UNDERSTAND IF YOU CHOOSE NOT TO. THANK YOU SO MUCH
  A REMINDER PHOTOS WERE DUE TO YOUR CHAT/ EMAIL OCT 28TH IF YOU HAVE NOT DONE SO YOUR ORDER WILL BE UP FOR CANCELLATION WITHOUT REFUND IF YOU MISS YOUR PAINT DATE AS STATED IN PURCHASE. AS THIS ORDER IS RESERVED FOR YOU FOR *****S. THANK YOU AND I CAN'T WAIT TO PAINT YOUR ORDER!
  

  
  

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  I have attached multiple emails between me and the seller. I have proof that I did submit the photos everytime she requested AND she acknowledged receiving those photos. 
  
  Regards,
  
  *********************
  
  
  
  

  Business response

  05/03/2024

  Yes I did receive photos to her order chat, 12 month after purchase, 5 months late after her order was canceled, in which an invoice was provided to the customer for the cancelation fee and was not paid the order remains canceled, as she did not turn in photos properly to me in her order chat by the due to data to be painted on her reserved paint date, As shown in her emails attached I did notify here many times of her due dates and we did discuss her order was cancelled  as I can not paint something when I do not have photos of her pets to be painted, Please be respectful to artists and small businesses, we reserve these timelines for customers and try to go above and beyond to fulfill orders. I Sadly she did not turn in her information to her order chat correctly by due date ( she was given 6-9 months to turn these into her chat with 3 reminder emails)  She reached out to me after her order was cancelled without refund approved by Shopify and did not send in her photos till 12 months after purchase to her order chat, following I sent an invoice to be readded to my calendar as she will be taking another preorder spot away from any new customers after missing her original paint date that also could have been filled by another customer, in which she did not pay to this date to be readded, as it will still remain canceled, I do want to clarify this was sent to and approved by Shopify customer service and seller services. We are small businesses which is why this is nonrefundable, I am not at fault to the responsibility  for the customer missing her paint date and not turning in her photos correctly or on time, as I sent reminder emails, and all directions were provided before and after checkout. She of course is welcome to purchase the cancelation fee to be readded to reserve a new paint spot always  however I did book her original paint spot and held it for months, this is comparable to booking a tattoo appointment and not showing up and asking to be refunded  , or a booking or reservation.    
  
  
  

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  As stated numerous times, I DID send the photos by the deadline. On Oct. 6th 2023 I sent them and they WERE acknowledged by the seller. I am going to attach the original email from that conversation. 
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 3/12/23, I purchased a custom painted pet tumbler for a September painted date, I upgraded the water bottle to a 36 ounce yeti. The total price for Order#**** was $123.25. I then purchased a June ***** upgrade via order#**** on 3/14/24 for $50. On June 20th, I emailed the business to determine when it was expected that I would hear about my order. I received an immediate reply that I should be hearing about my order by that friday. On 6/28/23, I still had not heard anything so sent another email. On 6/29/23, I sent a message on Instagram which received an immediate reply. Stating that due to a family emergency, my order had been pushed back to a July paint date and that an email was sent. I sent a screenshot showing that an email was never received. I asked how this would work now, and was told to check my email. I again reiterated that I did not receive an email, and was told the email could be resent on the following business days as I was messaging after business hours. I said okay.I never received the email. On 7/5/23, I emailed again asking that I get an update on my order and the email to be forwarded to me. There has been no response. Im good faith, I have emailed again today. I understand its a Sunday and likely no response will be received today. However, there has been absolutely no communication since the 6/29/23 Instagram message.At this point, I feel the business has not made an effort to resolve this problem or communicate with me regarding my order. I feel as if the tone of the instagram messages was snarky when an appropriate response would have simply been Allow me to resend the email really quickly. I apologize for the delay, I had a family emergency and that be the end. If an Instagram message can be replied to multiple times, the email could have been forwarded again.

  Business response

  07/12/2023

  HEY! I AM So Sorry You Feel This Way As This Was Never Communicated Between Oir Conversations Or Brought To My Attention. There Was A Small Delay On Your Order And The Rush Fee Was Refunded Due To So. I Do See I Responded And Resent All Emails About Your Order In A Good Timline, As Yes I Do Take Weekends Off From Work To Spend Time With My Family So There May *** A Gap  Of Responses On The Weekends. I Do See You Havnt Responded To My Last Email. I Did Reach Out On ReGuards To This Review To Help With Your Order As Well! Can't Wait To Find A Solution And Paint You A Beautiful Cup! I Am Looking Back At Our Emails And I'm Currently Not Seeing Any Unresponded Gaps Other Then Weekends. I Did List Our Communications.

  Customer response

  07/12/2023

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   

  The business owner and I have been in contact, and I believe that we have agreed upon and communicated an acceptable agreement. At this time, I believe the lapse of communication was likely due to something with the email chain. We have been in communications regarding my order, and as of now, the order should be painted and shipped in July. 

  Regards,

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

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*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. ↩