I ordered a Easel from Ziggy Art on the 18th June, it was a real bargain and so jumped at buying it. I had seen the same one on Amazon for not much more but thought I would save myself a few quid. Not realising there would be a problem I didn't keep a printed record of what I was ordering.
The order went and I paid by paypal. A couple of days later ( 23rd I think) I realised I had had no confirmation so decided to go onto the site again and log in and check the order details to see if it had been dispatched. but I found I couldn't log on. I thought maybe I had got the password wrong but when I pressed the button to get a password check it said it didn't recognise my e-mail address, which is bizarre as I had registered with them. I immediately contacted them through the website contact page, again not realising there was any problem, I didn't get a copy ( something I will always do in the future). I was getting a bit worried as I hadn't heard anything and so I went onto their site and clicked the twitter button to see if I could chat with someone online about it but, its say that the page didn't exists. Also I went onto facebook hoping I could contact them through that and found they only had 9 followers and obviously didn't use it , as the last post was on the 20th February.
Yesterday I asked my husband if he would contact them by phone, (I am not good at dealing with things on the phone ) He said they told him, that I had ordered a ex-diplay easel that was out of stock and that I could have a new one if I paid extra.
They also said they had sent me an e-mail explaining this the day after the order was placed, and as I hadn't received it they would send another one yesterday after the conversation with my husband. Neither of which I have received and I have checked my spam folder.
I was angry as I felt they had obviously made a mistake and expected me to pay for it. I was also upset at the lack of information and was worried I had been conned, so I sent this e-mail, as you can tell I was a bit cross.
To whom it may concern
I have been trying to chase my order for a Winsor and Newton Hamilton Easel that I paid for on the 18th June Invoice ID: ********************-[ZiggyArt]
I am unable to log onto the website and track the order. I sent an e-mail on your website contact page asking you to contact me with regards to this order, earlier this week, but I have yet to receive a reply.
My husband rang you today and has been told that you have e-mailed me, but I have not received any, including any today even though Ian, the customer service advisor was suppose to send a copy. They apparently inform me that the item I have ordered was ex-display and sold out! This is complete rubbish as I ordered a Winsor and Newton Hamilton Easel code WN7006205 , which is clearly stated on my paypal invoice. ( attached). There was no mention of it being ex-display. I did look at the ex-display item which was a Ziggy Art 'Rodin' Easel code ZAFMGX128, which I couldn't order as it was sold out.
My husband was also informed that I could pay extra to get one, which I have just worked out would be an extra £66.40 at todays prices, this is totally outrageous!
I am appalled that your company could be so dishonest as to advertise a product a a certain price and then as soon as it is ordered, change the price!
I would like to know, If you had my e-mail address, which was quoted today, why have all my details been erased from your system and also why are you saying I ordered an item, I clearly did not, especially as your system does not allow you to order an item out of stock.
I am particularly upset as I could have on the same day, ordered the exact same easel from Amazon for just a few pounds more and have now lost that opportunity as I chose to go with your company, which I now realise is a sham and throughly dishonest in their dealings.
I still expect you to honour the sale and dispatch the Winsor and Newton Easel as ordered, at the price quoted on the 18th June
If you do not reply to ( my personal e-mail address) and acknowledge that this has happened by tomorrow evening I will be opening a dispute with paypal as I am unhappy with your handling and how you misrepresent the products you sell.
I will also be taking to the social media routes of both facebook and Twitter to ensure that other people do not part with their hard earned cash to a company that with con them!
This is the reply
Following your email to the Customer Service department regarding your order I am replying to you as a Director for Ziggy Art Ltd and responsible for making final decisions.
Your email is quite frankly offensive and bordering on blackmail, to me and my staff and I request to you that in future you tone down your accusations and threats in future.
My staff perform an excellent job, trying their hardest and do not deserve to be verbally abused in this manner. It is our policy to try to meet all needs and requirements of our loyal customer base within reason and to the benefit of both the purchaser and us the seller. For 10 years of on-line trading we have surpassed people's expectations in relation to customer service and have a raft of comments to qualify this. We do not operate shams or cons as you accuse us of. We operate a fair and honest process of sale and supply.
In relation to your order as I clearly explained to your husband your order was for ex-display Hamilton Easel which we only had one of and were listed on multiple platforms including www.ziggyart.co.uk, ebay, Amazon, Fruugo, Aurativa and two other international selling platforms. As I understand it you were not aware that you were purchasing an ex-display item............I personally checked the listing information myself before going 'live' so I know the information was present at the bottom of the listing. We are never able to sell a brand new Hamilton easel at such a low price....well below the cost price we buy the item for. The item was sold on a 'first come first serve basis'. Unfortunately somebody purchased the one and only item we had on ebay and was shipped that day. Our systems were in the process of updating the website to reflect that the item was sold but there is always a time lag in updating all 6-7 platforms.
I have personally apologised to your husband about this unfortunate situation. To inform you of the situation, we updated your order on 19/06/2013 09:53:32 and you should have received a copy by email. If you did not, then I apologise once again for the update not being delivered by email. It may be worth checking your spam/junk mail settings to rectify this. Following the update, we were awaiting a response from your email to advise of the next course of action.
In response to your husband's telephone call, I personally offered a chance of an upgrade to a brand new easel for a reduced price over the price we are currently selling the easel at on our website. However, due to the offensive email you have sent in, I am now refunding, in full, your monies and withdrawing this offer.
You will receive confirmation from Paypal that this has been effected in due course.
Ziggy Art Ltd
Of course what I hadn't realised was now they have refunded my Money, I can no longer open a dispute with Paypal.
I checked again on google to look for best price to get another easel yesterday and found that it still has the listing I originally saw,( second from the bottom) and if you click on the link it goes to the full price new item.
So the up shot is I wont be getting my easel and if you do decide to use Ziggy Art, I would strongly advice you to get a copy of what you are ordering and at what price and keep any communications for future reference.
I am of course grateful for the refund as I can't afford to loose the money, but I would not recommend this company and I certainly will never use them again.
I will temporarily put up with my trusted old field easel for a little while longer.