Farmhouse Chic Signs

[redacted] purchased an 18"x18" hand painted Bathroom Rules sign via Etsy.comWe have public policies posted on our Etsy.com site available for buyers to read to make an informed purchase and decisionOne of our policies is that we are not responsible for damage that occurs during shippingBuyers are encouraged to contact us to buy insurance on their packages should they wish to protect their art during the shipping processMs [redacted] did not purchase insurance and her sign was damaged during shipment She contacted us about the damage to her signBecause she did not insure her shipment we offered to replace her sign for the cost of the shipping on the replacementThat was unacceptable to herWe also offered to provide her a full refund on her sign, indicating that she would need to return the damaged sign and once we had the return we would give her a full refund That was also unacceptable to herShe failed to read our policies and refused a replacement and a refund and threatened to file a complaint with Etsy.com and the Revdex.com, which she has doneWe have policies in place to protect our buyers but they are responsible for reading them and complying with themAll our signs are carefully wrapped for shipping and sent in padded envelopes designed for this exact purposeWe are not responsible for third party damage, though we did offer to replace and refund her, both of which she refusedThe only acceptable solution to her was to keep the damaged sign and receive a full or partial refund

I am rejecting this response because:As a trusting customer, I assumed the artwork would be adequately/minimally protected during shipmentThis is an assumption I have made 100% of the time when purchasing items onlineThis is not the case with this companyThis company's packaging is designed to minimize their out-of-pocket cost without consideration for damage of their product or their customerTheir packaging is not consistent with the way artwork is shipped by other similar companiesIf you look at the photos, there is absolutely no protection to the corners of the artwork in a manilla padded envelopeThese envelopes are paper thin at the corners which is clear in the photosI whole-heartedly disagree that these manilla envelopes are designed to ship and protect custom artwork.To put the burden on the consumer to inquire about the quality of packaging before shipment is ridiculousThe option to purchase shipping insurance is not even available when checking out on their websiteA consumer would have to email the company inquiring about insurance cost, wait for response, and then a custom order would have to be generated to accommodate this option/request.Corner protectors are standard for shipping frames, artwork,...etcThey can be purchased from a number of sites for pennies eachI made a quick search, and found several optionsThey are so readily available, because they are the standard and minimum protection necessary for shipping such items to customers.Each offer to rectify this problem puts an additional financial burden on meI should not be responsible for the negligent packaging and shipping practices of this companyI should not have to pay to return the damaged item and then pay shipping + insurance (again) in the hopes that the product will arrive undamaged the next timeI simply want the product I purchased at the price I paid for itI am also worried what they will do with the damaged item once returnedThey could easily put that item in an envelope and ship it to another customer at full price, telling them they should have read the fine print and contacted them to purchase shipping insuranceHow do I know this not what happened to me? I believe this company's policies are unscrupulous, and I do not believe I should have to pay another penny to get a quality productOr, I should receive a full refund including shipping costs

[redacted] purchased an 18"x18" hand painted Bathroom Rules sign via Etsy.com. We have public policies posted on our Etsy.com site available for buyers to read to make an informed purchase and decision. One of...

our policies is that we are not responsible for damage that occurs during shipping. Buyers are encouraged to contact us to buy insurance on their packages should they wish to protect their art during the shipping process. Ms. [redacted] did not purchase insurance and her sign was damaged during shipment.
She contacted us about the damage to her sign. Because she did not insure her shipment we offered to replace her sign for the cost of the shipping on the replacement. That was unacceptable to her. We also offered to provide her a full refund on her sign, indicating that she would need to return the damaged sign and once we had the return we would give her a full refund.
That was also unacceptable to her. She failed to read our policies and refused a replacement and a refund and threatened to file a complaint with Etsy.com and the Revdex.com, which she has done. We have policies in place to protect our buyers but they are responsible for reading them and complying with them. All our signs are carefully wrapped for shipping and sent in padded envelopes designed for this exact purpose. We are not responsible for third party damage, though we did offer to replace and refund her, both of which she refused. The only acceptable solution to her was to keep the damaged sign and receive a full or partial refund.

Review: I ordered a wooden decorative sign on ETSY.com from FarmhouseChicSigns.com. They packaged the hard, wooden sign in a tight fitting envelope. When the envelope arrived the two corners were broken off the sign. I contacted them immediately and included pictures of the envelope and the broken sign. There response to this claim was that I should have purchased shipping insurance. First and foremost, the sign was not packaged in way that could prevent damage. Secondly, I returned to the site and did not see any way to purchase shipping insurance from the online site. I also have never purchased shipping insurance when doing business online. So, Farmhouse Chic Sign's solution to the problem is for me to return the damaged sign at my own expense. Then I would have to pay for the return shipping plus insurance to get the replacement sign. I would think the probability of damage would be pretty high given that they just put the sign in an envelope. This sign is being shipped from California to Indiana, so I would be looking at a total price of nearly $100 for an 18"x18" piece of 1/4" plywood with some paint on it. That is if and only if the second shipment arrived without damage.Desired Settlement: It is too risky to do business with this company. I do not have the time or money to continue dealing with them. If I was to follow their instructions, it seems it would be likely that the next sign would arrive damaged again - given the lack of care in packaging. I already paid $62.95 for the first sign.

Business

Response:

[redacted] purchased an 18"x18" hand painted Bathroom Rules sign via Etsy.com. We have public policies posted on our Etsy.com site available for buyers to read to make an informed purchase and decision. One of our policies is that we are not responsible for damage that occurs during shipping. Buyers are encouraged to contact us to buy insurance on their packages should they wish to protect their art during the shipping process. Ms. [redacted] did not purchase insurance and her sign was damaged during shipment. She contacted us about the damage to her sign. Because she did not insure her shipment we offered to replace her sign for the cost of the shipping on the replacement. That was unacceptable to her. We also offered to provide her a full refund on her sign, indicating that she would need to return the damaged sign and once we had the return we would give her a full refund. That was also unacceptable to her. She failed to read our policies and refused a replacement and a refund and threatened to file a complaint with Etsy.com and the Revdex.com, which she has done. We have policies in place to protect our buyers but they are responsible for reading them and complying with them. All our signs are carefully wrapped for shipping and sent in padded envelopes designed for this exact purpose. We are not responsible for third party damage, though we did offer to replace and refund her, both of which she refused. The only acceptable solution to her was to keep the damaged sign and receive a full or partial refund.

Consumer

Response:

I am rejecting this response because:As a trusting customer, I assumed the artwork would be adequately/minimally protected during shipment. This is an assumption I have made 100% of the time when purchasing items online. This is not the case with this company. This company's packaging is designed to minimize their out-of-pocket cost without consideration for damage of their product or their customer. Their packaging is not consistent with the way artwork is shipped by other similar companies. If you look at the photos, there is absolutely no protection to the corners of the artwork in a manilla padded envelope. These envelopes are paper thin at the corners which is clear in the photos. I whole-heartedly disagree that these manilla envelopes are designed to ship and protect custom artwork.To put the burden on the consumer to inquire about the quality of packaging before shipment is ridiculous. The option to purchase shipping insurance is not even available when checking out on their website. A consumer would have to email the company inquiring about insurance cost, wait for response, and then a custom order would have to be generated to accommodate this option/request.Corner protectors are standard for shipping frames, artwork,...etc. They can be purchased from a number of sites for pennies each. I made a quick search, and found several options. They are so readily available, because they are the standard and minimum protection necessary for shipping such items to customers.Each offer to rectify this problem puts an additional financial burden on me. I should not be responsible for the negligent packaging and shipping practices of this company. I should not have to pay to return the damaged item and then pay shipping + insurance (again) in the hopes that the product will arrive undamaged the next time. I simply want the product I purchased at the price I paid for it. I am also worried what they will do with the damaged item once returned. They could easily put that item in an envelope and ship it to another customer at full price, telling them they should have read the fine print and contacted them to purchase shipping insurance. How do I know this not what happened to me? I believe this company's policies are unscrupulous, and I do not believe I should have to pay another penny to get a quality product. Or, I should receive a full refund including shipping costs.