I brought a painting to The Frame Room several weeks ago and was advised that I would receive a…read morephone call and email once it was ready for pickup. After realizing I had not heard anything, I attempted to call twice during normal business hours but was unable to reach anyone, so I sent an email instead.
I called again today to follow up and spoke with a female associate. I was told that some of the items needed for my project were on back order and that they had gotten behind. I was told that they would contact me once the painting was ready. When I asked for an estimated timeframe, I was told that one could not be provided. She then asked when I needed the painting by. I was confused by this question because, if the necessary items were on back order and there was no estimated arrival date, I did not understand how knowing my desired deadline would change the situation. Additionally, when the order was placed, no one mentioned anything about items being on back order or difficult to secure.
At that point, I explained that I was not upset, but given the delay and lack of communication, we would like to cancel the order. I specifically advised her that my husband would be coming by that afternoon to pick up the painting. I reiterated that we wanted to cancel and pick up the painting twice before she asked me to hold while she checked on something. Unfortunately, I was at work and could not remain on hold, so I had to hang up.
A few moments later, the manager called me and left a voicemail stating that the frame would be ready for pickup in approximately 30 minutes.
This was extremely confusing. Just minutes earlier, I had been told that the necessary items were on back order, there was no estimated timeframe for their arrival, and the project was delayed. I had then clearly stated multiple times that I wanted to cancel. Suddenly, I was being told that the frame could be completed and ready for pickup within 30 minutes.
I called back because I wanted to clarify the situation. For the third time, I explained that I wanted to cancel the order due to the delays. I was then told that everything had been ordered, that the project was only two days behind, and that I should give it some grace. He then refused to refund me and stated it would be ready to pickup.
I understand that delays can happen, and I also understand that you are a small business. My concern, however, is the lack of communication and the conflicting information I received.
The issue is not simply that the project was delayed. I was not contacted to let me know there was a delay. When I reached out, I was told the necessary items were on back order and that there was no estimated timeframe for completion. After I requested to cancel, I was then told that everything was suddenly available and the project could be completed within 30 minutes.
From my perspective, it feels as though my project was pushed to the back burner, there was no proactive communication about the delay, and I am now being asked to simply accept the situation after having to repeatedly follow up myself.
They had the supplies to finish my project on hand. Instead chose to lie to me and tell me there was a back order issue. They were only forthcoming when I wanted to cancel.
I am not looking to be unreasonable, but given what I paid, I do expect clear communication and consistency regarding the status of my order.
A simple email or phone call advising of any delays would have gone along way. No care or attention was given to when I may need the painting back. If I had not complained and requested a refund they were very satisfied to complete the project on their personal time clock.
