I have a complaint about one of the art supply stores that advertise on this network...

Recently I placed an order for several Carbothello pastel pencils in groups of various colors to Jerry's Artarama. In that order were 6 Paynes Gray pencils which were the most needed of the pencils ordered (had a very, very, very small one left). They shipped 6 Neutral Black pencils intead of the Paynes Gray.

Now I understand making a mistake, but my first problem with this is that they should KNOW colors since they cater to artists. My second problem was the way in which the problem/error was handled. It took two days for them to return one email. and two phone messages. The person calling was very polite and apologized when telling me it would take "another week to a week and a half" to get the RIGHT pencils to me!!!! This is good customer service???? In the meantime I used up my last Paynes Gray pencil and although I know how to 'make' colors by layering and such, it still cost me time on a commission. I know, I know, that's what I get for ordering online. But, the closest art supply store that carries Carbothello's to me is a 2 hour drive one way. Oh as a concession, they did let me keep the black pencils free of charge, like I'm gonna use 6 black pencils!

I trusted Jerry's to send the correct pencils and they didn't. They made me wait too long in my opinion (If it had been my store, I would have Fed Ex'd them the next day!) and they have lost a customer. I realize that I'm not the only customer and they are not going to close the doors because I'm not going to do business with them anymore, but I needed to let others know how they handle customer issues.

Thaks for letting me vent!

Mike

When I order though the mail I usually use Dick Blick, though I have had some pastels from Blick arrive in pieces (not good when you are spending about $5 a stick). I have also used Madison and had no problems with them. When I am in Boca Raton, which in my current job is about 2 out of every 3 weeks, there are two Jerry's Artarama stores within 10 miles of my hotel and I find the selection and price to be very hard to beat. Open stock Unison pastels for $4.17 a stick are a steal and though they always seem to be out of the Wallis pads, they have all the Wallis papers in stock.  As a pastelist, the Jerry's store is hog heaven.

I agree that when they messed up your order, they should have been more on top of correcting it and that would certainly turn me off to them as a mail order supplier.

Hey Mike, I was listening to "Classic Vinyl" on my Sirius last night and they were playing the top 10 songs from 1975 and I was telling my wife that it got me to thinking that I lived in Englewood for six months during the winter of 75/76, staying with my brother who lived there for, I don't know, seven or eight years. I don't remember where I got my art supplies back in those days. Considering how much dope we smoke back then it's amazing I remember I lived in Colorado.

-Keller 

Hi Mike,

I know this is probably an old topic, but I ususally order from Dakota Pastels, www.dakotapastels.com. They are fantastic!!! They're #1 for customer service and I've never had a problem with them. They are very nice to talk to on the phone, answering all sorts of questions to be sure you are getting what you want and need. They have great sales that run for 3 months at a time. It used to be a different sale every month, but I like this a bit better, since I can plan a bigger purchase and save on the S&H.

Pam