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Karen
TotalPost:100
Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    just wondering, I know there were a LOT of people who did NOT get items in time for Christmas. Artscow advertised it would give you a 12x12 book if items ordered by November 28th, and of course now they won't respond to my emails, what's your story??
14/1/2010 0:00:42

Alana
TotalPost:2347
RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    I'm not sure how many, I do know it has been an issue getting responses. My only assumption is that they are swamped. If you read through the forum and the Facebook Fan Page you will find a fair number of customers trying to contact Customer Service on this particular issue. And I KNOW that your situation of a lack of response is not unique. However, I do know that the guarantee has been honored at least in two cases. I know that seems like nothing, but it could be that nobody is posting once they are satisfied. Ann posted her experience, and it did take a while for her to receive any response, but she finally got her book credit. Her post is also in the Letters to CEO forum. I received mine earlier this week.

    Did you receive ANY response in the first place? I am wondering how they are handling the issue. I know Ann had difficulty. Mine was easier as I had Fed Ex confirmation being that it was a reshipment. I really would like to know what the issue is and why it is taking so long. I understand there would be difficulty in proving whether your order arrived prior to Christmas Day or not, but shipping on the 12x12 book is $19.99, so I would assume there is still some profit built in. I don't know. This could really hurt business after they have worked so hard to promote themselves on Facebook.

    It appears as though Artscow may have been caught off guard by the amazing response to their Facebook ads, and the shipping issues in Hong Kong. That combined with their already slipping processing and shipping times made for a disaster.

    However, I have placed several orders after Dec 1st, and as recently as last week, and the processing and shipping times have been spectacular. I hope Artscow keeps it up, but at first glance, they really seem to be making a concerted effort to fix the weakest link in their operation. Now, if they can shape up Customer Service, I don't think there would be much question in people's minds as to which company to choose for their photo gifts, prints and photo book resource.

    So perhaps if they honor their guarantee in a timely manner, their efforts will not go unnoticed.

    Best Wishes,
    Alana
14/1/2010 0:58:45

Karen
TotalPost:100
RE:RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    I think that soon other online shipping companies, like Winkflash.com, will begin to offer more products and customers will no longer accept being ignored, lied to, and dismissed by poor customer service. Being backlogged is one thing, not honoring something the company offered in writing is another. Artscow did not have to offer a promise it did not intend to honor, and all of these problems could be eliminated by stating what the real delivery times are on this website. I started ordering in October so I got all of my orders except one, but I tell you when I spend $700 or more with a company, which I did here, I expect more, period.

    >I'm not sure how many, I do know it has been an issue getting responses. My only assumption is that they are swamped. If you read through the forum and the Facebook Fan Page you will find a fair number of customers trying to contact Customer Service on this particular issue. And I KNOW that your situation of a lack of response is not unique. However, I do know that the guarantee has been honored at least in two cases. I know that seems like nothing, but it could be that nobody is posting once they are satisfied. Ann posted her experience, and it did take a while for her to receive any response, but she finally got her book credit. Her post is also in the Letters to CEO forum. I received mine earlier this week.
    >
    >Did you receive ANY response in the first place? I am wondering how they are handling the issue. I know Ann had difficulty. Mine was easier as I had Fed Ex confirmation being that it was a reshipment. I really would like to know what the issue is and why it is taking so long. I understand there would be difficulty in proving whether your order arrived prior to Christmas Day or not, but shipping on the 12x12 book is $19.99, so I would assume there is still some profit built in. I don't know. This could really hurt business after they have worked so hard to promote themselves on Facebook.
    >
    >It appears as though Artscow may have been caught off guard by the amazing response to their Facebook ads, and the shipping issues in Hong Kong. That combined with their already slipping processing and shipping times made for a disaster.
    >
    >However, I have placed several orders after Dec 1st, and as recently as last week, and the processing and shipping times have been spectacular. I hope Artscow keeps it up, but at first glance, they really seem to be making a concerted effort to fix the weakest link in their operation. Now, if they can shape up Customer Service, I don't think there would be much question in people's minds as to which company to choose for their photo gifts, prints and photo book resource.
    >
    >So perhaps if they honor their guarantee in a timely manner, their efforts will not go unnoticed.
    >
    >Best Wishes,
    >Alana
    >
14/1/2010 6:17:33

rubyL
TotalPost:573
RE:RE:RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    Hi Karen,

    I checked and confirmed that we have not received any email from you after 12/19, and that case has been settled too. So I am not sure what emails which you referred that we did not response.

    Please email us again for any inquiry you have, we will give you response in 24-48 hours. Make sure you send to correct email address: support@artscow.com

    Thank you.

    -----------------------------------------------
    Ruby
14/1/2010 16:16:57

Karen
TotalPost:100
RE:RE:RE:RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    Hello Ruby,

    I'll send another email to customer service, I sent several and none were answered, and then I think you and I spoke after 12/19 about my order not showing up? Not sure how you can settle a case without actually responding, but I have hope.
    >Hi Karen,
    >
    >I checked and confirmed that we have not received any email from you after 12/19, and that case has been settled too. So I am not sure what emails which you referred that we did not response.
    >
    >Please email us again for any inquiry you have, we will give you response in 24-48 hours. Make sure you send to correct email address: support@artscow.com
    >
    >Thank you.
    >
14/1/2010 17:11:17

CeciliaAC
TotalPost:591
RE:RE:RE:RE:RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    Hello Karen,

    We have added a free credit to your account to compensate the delay. Sorry and Thank you!


    >Hello Ruby,
    >
    >I'll send another email to customer service, I sent several and none were answered, and then I think you and I spoke after 12/19 about my order not showing up? Not sure how you can settle a case without actually responding, but I have hope.
    >>Hi Karen,
    >>
    >>I checked and confirmed that we have not received any email from you after 12/19, and that case has been settled too. So I am not sure what emails which you referred that we did not response.
    >>
    >>Please email us again for any inquiry you have, we will give you response in 24-48 hours. Make sure you send to correct email address: support@artscow.com
    >>
    >>Thank you.
    >>
14/1/2010 17:35:17

Karen
TotalPost:100
RE:RE:RE:RE:RE:RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    Thank you so much for your prompt response!

    >Hello Karen,
    >
    >We have added a free credit to your account to compensate the delay. Sorry and Thank you!
    >
    >
    >>Hello Ruby,
    >>
    >>I'll send another email to customer service, I sent several and none were answered, and then I think you and I spoke after 12/19 about my order not showing up? Not sure how you can settle a case without actually responding, but I have hope.
    >>>Hi Karen,
    >>>
    >>>I checked and confirmed that we have not received any email from you after 12/19, and that case has been settled too. So I am not sure what emails which you referred that we did not response.
    >>>
    >>>Please email us again for any inquiry you have, we will give you response in 24-48 hours. Make sure you send to correct email address: support@artscow.com
    >>>
    >>>Thank you.
    >>>
    >
14/1/2010 17:38:51

ann
TotalPost:188
RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    I rec'd a credit for a 40 page 12 x 12 book when my product didn't arrive by Christmas. It took 2 e-mails and a post on the CEO part of the forum.
15/1/2010 11:26:11

Karen
TotalPost:100
RE:RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    I thought the credit was suppose to be a 40 page book which is what the original promise was but my credit is only for a 20 page book? Not sure why but I have an email into customer service and I'm sure they will get back to me soon.

    >I rec'd a credit for a 40 page 12 x 12 book when my product didn't arrive by Christmas. It took 2 e-mails and a post on the CEO part of the forum.
15/1/2010 12:10:01

CeciliaAC
TotalPost:591
RE:RE:RE:Did ANYONE get Artscow to honor Christmas promise when products missed deadline? Reply

    Hello Karen,

    We replied you by email already. Thanks!

    >I thought the credit was suppose to be a 40 page book which is what the original promise was but my credit is only for a 20 page book? Not sure why but I have an email into customer service and I'm sure they will get back to me soon.
    >
    >>I rec'd a credit for a 40 page 12 x 12 book when my product didn't arrive by Christmas. It took 2 e-mails and a post on the CEO part of the forum.
    >
15/1/2010 14:22:00
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