"Order Number G5506365"

Order Number G5506365

Your reply is fuelled by more lies. The tracking was ONLY provided after I wrote a review. Your reply said its with the courier, which is another lie as its still showing as being with you and NOT the courier. It would be nice if you actually took accountability rather than lie to make yourself look better. Here is a copy of our reply "Your order has arrived with Yodel the local level courier responsible for delivery, please find your tracking below" When you click the link it says "My parcel's journey

+
22/08/24
00:00
We're expecting your parcel from your sender. We will provide updates here once we receive it" I placed the order on the 12th - therefore according to your website it should arrive within 10 business days making it arriving today NOT 27th as you state. If I was the only one with delivery issues, id take that, but just look at your reviews

"Delivery communication no tracking info"

Delivery communication and not given tracking information until I pressed via email, all you people need to realise that 7-10 WORKING days means at least 2 weeks, the orders come from Germany Gerstaecker warehouse, there reveiws are no better, and I'm sorry to say DHL international deliveries is not good at all, I'm still in my day limit for delivery but not helpful when website cannot be trusted, go to shop in London may be okay for some but from what I've seen not good site... never order again

"Shockingly bad Customer Service"

It's been almost four weeks since I placed my order, and I still haven't received my item. Many of my emails have been ignored, and when I have received a response the tone has struck me as sarcastic, disingenuous even. There has been no extension of any kind of goodwill, and no effort made to retain me as a customer.

Based on other reviews, it seems it's not just me; this company doesn't seem to care very much about their customers. I won't be using them again, and urge others to support any one of the numerous art suppliers out there trying to make their businesses work and who actually value their customers.

I'd give minus points if I could.

"For now they get 1* (edited)"

For now they get 1*. Ordered 4 canvases 2 weeks ago (and they’d best arrive as 1 package, unlike other peoples’ orders…). Read the reviews here so thought I’d best chase my order pre-emptively. No reply to my e-mail for 4 days. Who knows when this order will arrive. Depending on when they arrive and the customer service I *might* receive eventually, depends on what I adjust this review to. Other reviews saying a month for delivery: I’m not surprised. I will continue to leave negative reviews if the service continues to be this terrible. I’m also not surprised that they don’t have a way to leave a review on their website… They’d be mauled by online customers.

EDIT: 1 week after leaving this review, and after e-mailing twice, I received 2 e-mail replies. The 1st was apologising for the delay and the 2nd was to confirm that my parcel is now with YODEL (as if things couldn’t get any worse, they use Yodel…)

I asked in both of my e-mails if my parcel is coming from overseas. Both times it went unanswered. I can only assume it is. Not like that’s a bad thing, most things do nowadays, but confirmation would have been nice. Let’s see which bin Yodel try to cram my canvases in now! :)

So far, 3 weeks after ordering, no canvases. Buyer beware of delivery times, plan ahead!

I will update in 2028, when my canvases should have arrived. :)

"DO NOT ORDER "

Placed an order ONE MONTH ago and it still hasn't arrived. Their customer service and lacking, being fobbed off with apologies. Completely unacceptable to wait this long for an order. DO NOT use this company for your art supplies

"Long Story of Exceptional Service from Greatart!e"

I am from South Africa, my mother travelled to the UK and I placed a very large order for paints with Greatart as their deals were unbelievable! My mother was due to leave London in 5 business days so I emailed to request an earlier delivery. I did not get a response the same day and in that time went online to read reviews of the company, only to get very worried and disheartened as to the reviews regarding their delivery times and service.

In a panic I emailed again that same day to the email the replies to the reviews said to email. The next day I received a reply from Luke the London marketing team, he told me that due to their warehouse being located in Europe they were sadly unable to accommodate an earlier delivery, and would I like to continue with my order or receive a refund.

I an also travelling to the UK in 2weeks and so asked him to continue with the order but requested if realistically it would arrive in time for when I would be in London. He assisted in tracking my order and EXACTLY 10 business days later my order arrived to my UK address.

I have written this long story in the hope that there is a positive review of the company going above and beyond for me! Thank you Luke .... as I said before you are a ROCKSTAR!

"Finally Arrived "

I ordered three canvas and it’s been nearly three weeks and nothing. I contacted them over a week ago and they sent a tracking number that’s tells me “still with Seller”. I tried contacting them again last week and have got no reply.
UPDATE: I finally got my canvas’s delivered in two lots. If GreatArt gave you updates and an honest delivery date then you can plan around that, but to just leave you hanging with no information it’s not a good look.

"Appalling company and customer service"

Company does not state goods are dispatched from Germany on their website. The customer should be made aware of this, it should be clearly stated with the delivery info. Delivery times are unacceptable in this day and age. Tracking info is not relayed to the customer (I suspect because it takes them over a week to even get the goods to the UK border and this would be obvious for all to see). Customer service person is arrogant and has no idea how to talk to customers, i.e. not his problem and you can get stuffed vibe. Upon stating that I should have read the Trust Pilot reviews before ordering, the reply was "Only 1% of customers write reviews". When I got aggravated and yes, I did swear, he put the phone down on me (twice). I will NEVER order from this company again. This is not how you run a business. It should be zero stars. The reviews speak for themselves. STAY WELL CLEAR.

Update 8/5/24
Now over the 7-10 days for delivery and still no tracking or delivery

Update 21/5/24
Dear Charlie,
1. There was no help on offer whatsoever hence the mounting frustration.
2. The order did not arrive within the specified 10 days - I suggest you update your delivery information.
3. As I said, the reviews speak for themselves.
4. You need to use spellcheck.

"Delivery logistics."

Delivery times and logistics mean I will not be using GreatArt online again. Their customer service team respond and are courteous, but they neglect to state on the FAQs on their site that all orders ordered online come from their European warehouse. I came here as I have visited their London store previously and assumed they had a UK based warehouse. This is not the case. 7-10 business days for delivery, meaning an order I placed on 15th of April is expected to arrive on 29th of April. That is insane in this modern day and age, and is exactly why Amazon has become the giant it is today. I wanted to avoid Amazon, which is why I came to GreatArt, but two weeks for items I needed last week is baffling. Be sure to read all the FAQs and logistics info on GreatArts website before ordering, but GreatArt MUST make it abundantly clear that all orders are dispatched from Europe, even if you order a single item...

"Now wishing i had came here first…"

Now wishing i had came here first before i had an order placed. Currently use art as part of Therapy, and am trying to enhance my abilities but doing an art course, so needed these items for that. Had i realised it literally takes 7-10 business days to receive (or a lot longer from the reviews given), id have maybe thought to go else where.
I emailed them about 5 days ago, through their website asking for an update as all the order history says is "Dispatched" & when i try to track it, it just opens another window straight back onto the Order History, customer services havent even bothered to reply..so much for aim to respond within 24 hrs :/ FQA states "will be able to provide you tracking details close to delivery time. This should become available after 7 working days" its now past that, yet nothing (even checked spam folder and nothing at all). The 10th business day isnt here yet, but still some form of communication would have been appreciated. Im not holding my breathe to receiving it any time soon though now :(
The website should be more transparent if items come from abroad, as all i noted was that Great Art are part of the Gerstaecker family (which is based in Germany) not that "yes we have a warehouse in the UK but..." If items are not available in the store/uk warehouse then the buyer should be advised of this at the time of purchase & given the option to proceed with the sale or not. But 7-10 business days for delivery regardless is shocking, ive had items further afield quicker. Tg im not in a major rush for a commission, albeit i am in a rush to continue with my therapy and art course :/