Complaints

This profile includes complaints for Jerry's Artarama NC Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jerry's Artarama NC Inc

  6104 Maddry Oaks Ct Raleigh, NC 27616-3156

  
• 

  Jerry's Artarama NC Inc

  PO Box 58638J Raleigh, NC 27658

  
• 

  Jerry's Artarama NC Inc

  5325 Departure Dr Raleigh, NC 27616-1835

  
• 

  Jerry's Artarama

  6010 N Ih 35 Austin, TX 78752-3821

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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,

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

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/26/22, I ordered 18 poster frames, size 18x24, and they sent me 16x20. I called customer service on 8/30 to tell them about the mistake, and the rep told me to email a picture to [email protected]. I did not feel like doing the work and making the mess of opening the carton and taking pictures of the individual frames was warranted since it was not my mistake; plus, the carton clearly says 16x20 on it and is much too small to hold poster frames. Several days passed, so I followed up by phone to find out an update. I was on hold 20 minutes with no answer, so I emailed again. The person who responded said the picture of the carton would not suffice and that I needed to open the carton, take out a frame, and send a picture of it with a measuring tape to indicate the size. I sent the picture they requested on 9/5 and said that the amount of work I've had to do to prove they made an error is absurd and that I wanted a resolution by Wednesday, 9/7. The same rep emailed me back on 9/5 and said they were sending out my replacement frames and that I would get a shipping confirmation, and that *** would pick up the 16x20 frames. Wednesday passed, so I emailed once again; this time I asked for shipping confirmation and some idea of when *** would pick up the useless frames in three big boxes taking up space in my living room. The same rep emailed me back and completely skipped my request for shipping confirmation. I replied to say them getting their stuff back should hardly be the priority. Having to do work to prove a company made an error, then chase them down repeatedly to get a resolution is abhorrent. They could have just checked their inventory to begin with and verified they were short 18 small frames and had 18 extra poster frames.

  

  Business Response

  Date: 09/09/2022

  Hello ***** ******,

  I am sorry that you had a bad experience with both the order and our customer service.  Please understand that you did not have to open the package.  If the package has the information on the outside, meaning that it states the size on the outside that the picture of the outside would let us see the issue that that picture would allow us to send over to the warehouse so that they can then handle the issue.  Meaning they can check the materials in the bin location to ensure that the problem would not happen again.  A quick picture assists in communication and quickly resolves the situation.  I do apologize if that upset you and I will gladly have the warehouse research the situation and have them resolve it in a different method.  If you would like to discuss this further you can contact me either by email [email protected] or call my direct dial number of ************

   

  Sincerely,

   

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