Richard L.
From such a dark situation, came a respectful and honest CEO trying to make a honest business run
Update: What a whirlwind of a situation. In March I ordered 8 paintings. They never arrived. I sent countless emails, some which were responded to, most which were not. That's what lead me to making this trustpilot page. That exploded with more reviews from many others whom shared my same experience. I guess they should have never advertised on Instagram. Instagram and Corona virus made for a very terrible situation. After my many spouts, emails, and much frustrations for 6 months... I finally got a resolution from the CEO himself. He contacted my very angry and rude emails with apologies and a very understanding and open dialogue. He ensured my refund went through to my account and he insisted that he send me free paintings for my frustrations, and after refusing twice, I gave in. I respected that he admitted fault, he wanted to understand my frustrations, and wanted to mend the errors that happened to me and so many. I respected very much his story of the business, and that he personally took over to make sure my very angry grievances were taken care of. To that, I give you all stars. Kudos. I have never dealt with such a situation. To the quality of the product, i also give 5 stars. The canvas is nice quality. The paints were far superior to what I expected. I saw reviews of other paint by number companies, and I saw many times that they had to add oil and mix the paints because they seemed dry and old. Not for me. The quality has met my expectations. I will most definitely order again and again! I can't believe it went this way and i had this much patience for 6 months, but I am happy with the resolution. Thanks figured art for showing me that at least some companies can rise from terrible situations.
Response from Figured'Art USAOct 1, 2020
Dear Richard, Thank you so much for your edited review, we really appreciate it. We are also very happy to hear you are satisfied with the quality of our paint by numbers kits. As our CEO mentioned to you, during the COVID-19 lockdown some of our orders got stuck during transportation. Like many family businesses, we faced major difficulties in April/May as the logistics was very chaotic. Our team worked non-stop, everyday to reply to all customers and make sure everybody receive their orders. It was a crazy crazy time, we went through a lot and now the logistics is back to normal, all orders are delivered without hassle. Our CEO stepped in to handle your order by himself and offered you 4 paint by numbers for free in order to apologize for the inconvenience. We should have done better with your order in the first place, at that time we were going through major challenges. We also have more people now within our Customer Service team to make sure the experience with our brand Figured'Art is the best possible. Your new order was delivered to you in 7 days: https://t.17track.net/en#nums=420919459274890249338731408728&fc=190094 2020-09-21 11:19 Lemon Grove,CA, DELIVERED Thank you so much Richard!