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Business Profile

Handmade Art

Art Urban

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Handmade Art.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/09/2024

    Type:Delivery Issues
    Status:
    Unresolved
    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.
    Date of transaction: November 20, 2024 I ordered easels for my daughter's birthday party which was held on ****************. I thought I had ample time for receiving the product. I emailed and called Art Urban on December 3, 2024, and learned that the easels had not yet shipped from ********* to *******. I was not offered a refund at the time. The easels did not arrive by Friday, December 6, as expected, and I was unable to use them for the party on December 7. The party was in the morning, and the easels arrived in the late afternoon. The owner of Art Urban was sympathetic, but unwilling to offer a refund. I was willing to send back the product, however, he declined. The easels were shipped more than two weeks after I placed the order. Their website states a shipping policy of shipping 1-2 days after order receipt. That would have been November 20 and 21, which would have ensured they arrive on time. Instead I had to spend additional money and lots of time tracking down other easels so that we could have the art party we intended to have.I am still fuming about the situation, including the fact that Art Urban won't admit to any mistake on their part. I would like my order refunded.

    Business Response

    Date: 01/09/2025

    Hi ****,


    Thank you for sharing your concerns. We understand your frustration and have done our best to address the situation. When your order wasn't shipped on time, we immediately offered a full refund, which you declined. To help resolve the issue, we expedited your order at no additional cost and provided tracking information to ensure transparency.


    While we strive to meet every customers expectations, once the order leaves our facility, we rely on third-party shipping companies to deliver as scheduled. Unfortunately, we cannot control delays caused by those carriers.
    At this point, we have exhausted all reasonable efforts to make this right and will not be issuing a refund. We encourage you to reach out to the shipping company directly regarding any further concerns.


    Thank you for your understanding, and we hope you have a great day.

    Best regards,

    Art Urban Team

    Customer Answer

    Date: 01/10/2025

     
    Complaint: 22663104

    I am rejecting this response because:

    I was never offered a refund at the time. I have offered to mail the easels back, but the store was not willing to accept.

    The timeframe between order being placed and when I called to inquire as to the status of the order was much longer than the advertised processing timeline. The company has not acknowledged their fault in the delay, which may be the most frustrating aspect of this entire issue. I will continue to not recommend others to this business as they are not accountable to their mistakes.

    At this point I would even be fine receiving a 50% refund but to refuse to refund any amount is ridiculous.

    Sincerely,

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

Art Urban is NOT a BBB Accredited Business.

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