Ruined Birthday Gift

For my sister’s recent birthday I wanted to surprise her with a set of two canvasses, featuring a pair of photographs that I knew would mean a lot to her.

When I was looking for a supplier online I happen to notice that a company, by the name of Pic2Art, was running a 2-for-1 special for Black Friday.

The offer (see attached screen grab) required me to order on 29 November in order to qualify for a 2-for-1 special.

I placed my order on 29 November, as stipulated, following the online order process and uploading two sets of artwork for the two canvasses, as prompted.

Because I did not know the business, and there are a lot of online scams (especially on Black Friday), I waited to receive some kind of confirmation of order before making payment.

The next day, when I received an email confirmation of my order, I made the payment.

I followed up on 15 December to find out when the canvasses would be delivered and was informed that there had been delays, but that my order was out for delivery.

I was very relieved when the parcel was delivered to my sister’s home on 18 December, just in time for her birthday the next day.

Imaging my disappointment when my sister opened her birthday present to find half her gift - only one canvas had been delivered.

I emailed Pic2Art to let them know they had made a mistake, as I ordered the 2-in-1 special.

I was informed that they (wrongly) assumed my order was placed before Black Friday, but they would check and get back to me.

I sent proof that my order was in fact placed on 29 November, as stipulated in the special offer.

The reason, for only one canvas being delivered, then changed to the fact that I had paid on 30 November.

At no point did I receive any communication to let me know there may be a problem with my order. Or that there was an issue with the payment. Or the date thereof.

The only condition stipulated on the Pic2Art offer were that I ordered on 29 November. (Incidentally, even if I ordered on the 30th instead of the 29th, I would still have qualified for another special Pic2Art was running where you would receive the “second canvas at half price”.)

When I explained my reasoning (that I was worried about being scammed), and reminded them the only stipulation of their special offer was that I ordered on the 29th, I received a cold and unfriendly email response from a Pieter at Pic2Art informing me this was not a "good enough reason". And that “he deemed this issue to be resolved.”

Not only did Pic2Art ruin my sister’s birthday gift, but their complete lack of customer care has been mind-blowing.