chuer W.
Google
Incredible art piece, frustrating service
The impression of the service is consisted of two main aspects:
1. Management
- The team member had verbally agreed on a small discount, which was partially the reason I decided to purchase
- I put down the deposit, the team emailed me the invoice but I didn’t double check, which is my mistake
- After three weeks when I came to collect the object, I reckoned the discount hasn’t been applied, as the amount is different from what I remember
- The team firstly said, they don’t remember we’ve agreed on a discount
- The team changed the statement to - the price on the invoice is the discounted price after I retrieved the details with them
- I asked to see the original price, as any running business probably has it documented
- The team couldn’t provide another prices other than the price on my invoice, then told me they’ll ask the artist to clarify, as he was onsite that day and approved the discount
- I paid the full amount, waited for a week as it could be a misunderstanding, but no follow up from the team
1. Packaging - I specifically told the team this is a meaningful gift for my mother
- No printed introduction card/brochure
The team told me they’ve ran out of it, sent me the digital file for me to print it myself, despite there are 5 other pieces remaining unsold, I suppose other customers would not want one
- Extremely basic package
Glass is considered fragile, yet you are given a tote bag to carry it around and gift it
I buy pieces from time to time, regardless of the price and scale of the business, I can always feel the passion from the owner or the staff; as they always overly-worried about every details in a positive way. On the contrary, the team here seems nonchalant to care about the customer experience and the brand.