A North Texas music lover reached out to NBC 5 Responds for help after paying for custom framing of a signed print by one of his favorite musicians. He said the store had damaged the print.
Read on to find out how the consumer found a solution.
“YOU CAN CLEARLY SEE SOME DAMAGE HAS BEEN DONE”
When Joel Chambers spotted a limited-edition art print, signed by one of his favorite musicians, he said he paid $433 to hang it.
“I kinda like everything, but Alice Cooper is at the top of my list when it comes to artists,” Chambers said.
Chambers took the print to a Michaels store in Grand Prairie and paid $291.32 to have it framed.
Chambers says a few weeks passed and he stopped to check on progress.
“He pointed out that he had issues with it,” Chambers told NBC 5 Responds.
Chambers highlighted sections of the print: “Looking at the print, you could clearly see that there was damage to the print. There are stretches on this side where the black ink has kind of stretched, you can see the white through the canvas. It looked like something had been wiped off the side here.
“I DON’T PAY FOR THIS”
Chambers said he took the print over: “At that point I looked and said, ‘I’m not paying for this’.”
The store reimbursed Chambers for the cost of framing. Chambers said a manager told him it would also cover the cost of printing.
“They said they needed a regional manager to sign off and the store manager would email them and email me at the same time. I never received that email,” Chambers said.
In a copy of the order form that Chambers shared with us, there is a damage and return policy stating that the store’s liability for loss or damage to customer property is limited to $250.
The NBC 5 Responds team contacted Michaels and a few days later Chambers told us that Michaels had paid the cost of the print.
In an email to NBC 5 Responds, a spokesperson for Michaels wrote, “Michaels is proud of our commitment to delivering an exceptional customer experience, but we don’t always succeed. When we fail, we strive to reach positive resolutions with our customers. »
The spokesperson added, “In this case, we were able to contact the customer directly to rectify the miscommunication and complete their refund as originally promised. Michaels Custom Framing always strives to treat our customers’ artwork with the respect and care it deserves, and in the rare case of damaged artwork, we often go above and beyond our stated policies. in an effort to make it fair for our customers. We are pleased to have resolved this issue to our customer’s satisfaction with the help of NBC 5 Responds.
“That’s where I’m okay to get the $433 back and wipe my hands and be done with it,” Chambers said.
NBC 5 Responds is committed to finding your concerns and getting your money back. Our goal is to provide you with answers and, where possible, solutions and resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.