Wyland Galleries Lahaina

Initial Business Response / [redacted] (1000, 5, 2014/03/28) */ The client's purchased the artwork on December 15, 2013; at the time of the sale it was noted that the frame was damaged and would need to go to the framer for repair before shipping to the client and the art consultant wrote on the invoice that it could take weeks for delivery in which the client/clients signed the sales invoice agreeing to this The artwork was shipped to MR [redacted] on February 3, and he signed for it on February 5, The client contacted the art consultant on FEBRUARY 5, that when he opened the artwork he thought that it had been damaged and maybe the frame had some damage tooClient agreed at that time that he would ship the artwork back for repair and agreed to the terms of the repairI informed the client it could take anywhere from to weeks to complete the repair and get it shipped back to himI have several emails from the client where the client agreed to the timeline The artwork was shipped back to the framer on February 21, because the artwork needed to be removed from the frame before it could ship to the artistThe artist received the artwork on FEBRUARY 27, The client was informed that he'd have the artwork before the 28th of March and then after agreeing to the repair we received an email from the client on March 13, that he no longer wanted the artwork and wanted a refund We have a No Refund Policy and the client agreed to the terms of the repairWe delivered the artwork in the timeframe that was approved by the clientThe artwork was shipped on March 25, and FedEx attempted deliver on March 26th and again on March 27th but there was no one there to sign for it, it's out for deliver again today Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I only have a couple of items to provide more clarity, and I'll just provide a bullet list for reference - Agree to purchase (12/15/13) and delivery (2/5/13) datesThe six delivery commitment was missed - On 3/11/we requested target delivery date and the response on 3/13/was "We're trying everything we can to get you your artwork back to you in a timely manner, I'm just asking that you have a little more patience with us." and no date was provided - On 3/13/14, after receiving the response that a target delivery date could not be given, three months since purchase and we did not have the artwork, we requested to cancel the transaction in a phone conversation with customer support, and followed that up with a written request to cancel - We later contacted Wyland corporate customer support via phone for helpThe customer service rep stated she would work this internally and ensured us this would be resolved - Prior to our third request to cancel, on 3/17/14, we were offered a 'gift' as a token for the issues with the processTo include two comments from the email "Per our phone conversation, please talk it over with Debbie and let me know what you guys decide, I really want you guys to have your artwork " and "I also attached pictures of the some of the Guyton gifts that we've given in the past but I wanted to give you an idea what they looked likeWe'll make sure to include one that will compliment your Gold Tree "(complete email avail upon request) - On 3/18/14, as requested in the merchant's email, we had considered the offer and chose to continue with the cancelation - Never once, until reaching out to the Revdex.com, had the merchant ever stated or referred to a "No Refund Policy" for returning damaged merchandise Final Business Response / [redacted] (1000, 11, 2014/04/15) */ The clients [redacted] & [redacted] purchased the artwork on December 15, 2013, at the time of the sale it was noted that the frame would need to be replacedPer the contract under the terms and conditions it states that the timeframe for framed artwork is to weeks but we told the clients that we'd do it in weeks; which was written on the invoice that the clients signedThe original complaint from the client is that they never received their artwork at all and that's why they wanted the refundTheir artwork was delivered to them on February 5th but it was damaged during shipping so the clients contacted the art director that same day and said that they wanted us to repair it for themThey agreed to the terms of the repair; which states that the repair can take to weeksNow the clients are stating that they want the refund because we took too long to deliver their artwork but their artwork was shipped to them overnight on March 25th and they never signed for the deliveryFedEx attempted delivery times; March 26th, 27th and 28th and the artwork is still sitting at the local FedEx office in CaliforniaThe clients never contacted FedEx after they received the FedEx door tagsIf the clients were upset and wanted a refund because we took too long, why didn't they say that when it was first delivered on February 5th? The clients never mentioned anything about a refund until March 13thI have several emails and phone call to and from the client and at no time did the clients say they wanted a refundThe clients agreed to the terms of the repair and the client received it before the date that we said it would be delivered; which was March 28th The clients are not owed a credit for the artwork that they purchased; the client is responsible for all payments due on this invoice and all sales are final per the terms and the conditions at the bottom of our sales contract; which the client signedWe have a no refund/return policy

Buyer Beware!! On 12/15/I purchased a framed piece of art from Wyland Galleries with the promise that it would be delivered within weeks The piece was paid in full at the time of purchase It has now been over weeks since the Gallery was paid and I have no art work The Gallery Director, refuses to refund my money and says I need work with my credit card company to resolve the issue Unacceptable customer service!!

Initial Business Response /* (1000, 5, 2014/03/28) */
The client's purchased the artwork on December 15, 2013; at the time of the sale it was noted that the frame was damaged and would need to go to the framer for repair before shipping to the client and the art consultant wrote on the...

invoice that it could take 6 weeks for delivery in which the client/clients signed the sales invoice agreeing to this.
The artwork was shipped to MR. [redacted] on February 3, 2014 and he signed for it on February 5, 2014. The client contacted the art consultant on FEBRUARY 5, 2014 that when he opened the artwork he thought that it had been damaged and maybe the frame had some damage too. Client agreed at that time that he would ship the artwork back for repair and agreed to the terms of the repair. I informed the client it could take anywhere from 2 to 4 weeks to complete the repair and get it shipped back to him. I have several emails from the client where the client agreed to the timeline.
The artwork was shipped back to the framer on February 21, 2014 because the artwork needed to be removed from the frame before it could ship to the artist. The artist received the artwork on FEBRUARY 27, 2014. The client was informed that he'd have the artwork before the 28th of March and then after agreeing to the repair we received an email from the client on March 13, 2014 that he no longer wanted the artwork and wanted a refund.
We have a No Refund Policy and the client agreed to the terms of the repair. We delivered the artwork in the timeframe that was approved by the client. The artwork was shipped on March 25, 2014 and FedEx attempted deliver on March 26th and again on March 27th but there was no one there to sign for it, it's out for deliver again today.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only have a couple of items to provide more clarity, and I'll just provide a bullet list for reference.
- Agree to purchase (12/15/13) and delivery (2/5/13) dates. The 6 six delivery commitment was missed.
- On 3/11/14 we requested target delivery date and the response on 3/13/14 was "We're trying everything we can to get you your artwork back to you in a timely manner, I'm just asking that you have a little more patience with us." and no date was provided.
- On 3/13/14, after receiving the response that a target delivery date could not be given, three months since purchase and we did not have the artwork, we requested to cancel the transaction in a phone conversation with customer support, and followed that up with a written request to cancel.
- We later contacted Wyland corporate customer support via phone for help. The customer service rep stated she would work this internally and ensured us this would be resolved.
- Prior to our third request to cancel, on 3/17/14, we were offered a 'gift' as a token for the issues with the process. To include two comments from the email "Per our phone conversation, please talk it over with Debbie and let me know what you guys decide, I really want you guys to have your artwork " and "I also attached pictures of the some of the Guyton gifts that we've given in the past but I wanted to give you an idea what they looked like. We'll make sure to include one that will compliment your Gold Tree ". (complete email avail upon request)
- On 3/18/14, as requested in the merchant's email, we had considered the offer and chose to continue with the cancelation.
- Never once, until reaching out to the Revdex.com, had the merchant ever stated or referred to a "No Refund Policy" for returning damaged merchandise.
Final Business Response /* (1000, 11, 2014/04/15) */
The clients [redacted] & [redacted] purchased the artwork on December 15, 2013, at the time of the sale it was noted that the frame would need to be replaced. Per the contract under the terms and conditions it states that the timeframe for framed artwork is 8 to 15 weeks but we told the clients that we'd do it in 6 weeks; which was written on the invoice that the clients signed. The original complaint from the client is that they never received their artwork at all and that's why they wanted the refund. Their artwork was delivered to them on February 5th but it was damaged during shipping so the clients contacted the art director that same day and said that they wanted us to repair it for them. They agreed to the terms of the repair; which states that the repair can take 2 to 4 weeks. Now the clients are stating that they want the refund because we took too long to deliver their artwork but their artwork was shipped to them overnight on March 25th and they never signed for the delivery. FedEx attempted delivery 3 times; March 26th, 27th and 28th and the artwork is still sitting at the local FedEx office in California. The clients never contacted FedEx after they received the FedEx door tags. If the clients were upset and wanted a refund because we took too long, why didn't they say that when it was first delivered on February 5th? The clients never mentioned anything about a refund until March 13th. I have several emails and phone call to and from the client and at no time did the clients say they wanted a refund. The clients agreed to the terms of the repair and the client received it before the date that we said it would be delivered; which was March 28th.

The clients are not owed a credit for the artwork that they purchased; the client is responsible for all payments due on this invoice and all sales are final per the terms and the conditions at the bottom of our sales contract; which the client signed. We have a no refund/return policy.