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Newcastle, OntarioI have has an incident happen and I'm not sure what to do. If this isn't the place to post, I'm sorry. I have participated in a few online shows recently for a store. I sent 5 pieces, two looked really cute together, but I priced them separately so the customers would have a choice. I paid shipping to mail the pieces and was asked to mark them "samples" so they would slip through customs without charges, which was fine.
When the show started, I was surprised that the two pieces that looked sweet together, were photographed together, which I didn't mind. However, there was no other picture of the second piece and it couldn't be seen clearly in the first photo. Pieces that didn't sell during the show, were then featured in a weekly program. Three of my pieces hadn't sold during the show, but only two of them were featured. This tiny piece, which I was frustrated about lack of photos, was not included in the weekly feature - it was virtually ignored, which is disheartening when I put so much time into it. I decided I wouldn't say anything, as I really don't like complaining. I asker her to return the unsold pieces, so I could put them on my website or ebay.
Well, Tuesday, I received my parcel BUT she had put a value on the package, not marked it properly as "returned samples" and I had to pay customs charges on them! I was livid - there is no way to reclaim this money. I waited until much later in the day to email her, as I wanted to sound civil. I took my time and explained that I had been charged for my bears, because the parcel had been incorrectly marked. I also decided to say how disappointed I was that my one piece had not been photographed separately, and didn't think customers had a chance to see it properly. I really was polite and just tried to be honest. I thought she might offer to re-imburse me for my customs charges. Well, it's been three days now and I haven't heard a word - I guess she is ignoring me. She is normally very prompt about answering my emails. I'm not sure what to do - this has left me feeling very upset. Sorry about being such a wind-bag but here is my question? 1. Should I just chalk it up to doing business, and drop out of all her shows? I had made a commitment to do four of them this year, and this was the first one. I am someone who really likes to honor commitments and this would make me really uncomfortable.
2. Should I approach her again, and maybe suggest that she could re-imburse me for customs. I feel it's a fair request, but I get the feeling that she doesn't.
Help! I would really appreciate your opionions.
hugs,
Brenda
Flying Fur StudiosHonestly, I would tell her that (nicely) that if she doesn't try and help you out that you're going to drop out of her shows.
Sounds like it wasn't organized very well and you might be better off selling your bears elsewhere unless she helps you out.
I can see why you would be so mad though, I would be to!
BrisbaneI agree with Heather, I would email her again politely and suggest that perhaps she hasn't received you first email, restate your case and let her know that unless you get some satisfaction from her you will be forced to cancel her other shows. She really should be trying to keep you happy here. I would be pretty cranky too!!
Bears by EdieBrenda, have you tried applying for a refund from Canada Customs as you really shouldn't have been charged in the first place when they were your own bears being returned. First thing I would do is call Canada Customs and see what they advise - just tell them that the bears were sent to the States for display and when returned to you the person mailing them forgot to mark that they were samples being returned. I know I have gotten refunds from customs before when errors have been made, so I would try that route first. If that doesn't work out I would try to phone the lady in person - I always find it so much easier to talk in person on something like this rather than emailing. If it was just an honest mistake on her part, and customs won't do anything about it, then I think you are just going to be out the money, but I would tell the lady that you need firm assurance that this will NOT happen again otherwise you will not be able to participate in future shows.
Newcastle, OntarioThanks girls, I do think I should get a refund from her - I paid for shipping there and back (and she charged me $6.00 more than the price on the box!) and then had to pay customs. Not much profit in that.
Edie, I was told the only way to keep from paying the duty was not to accept the box, which was not going to happen. Maybe I'll try again and get someone different. Oh, I don't do phone calls, when I'm as annoyed as this. At least on email, I can censor myself :crackup:
hugs,
Brenda
Little Bear GuyBrenda- Are you sure it was a duty or customs you paid?? If that is the case then definitly you can get your money back, according to NAFTA there is no duty on stuffed toys. According to everything that I have been told Teddy Bears whether artist or manufactured are considered toys under NAFTA. Now if you had to pay the provincial tax and GST on the cost of the bears coming in because of the value she put on them, well you might very well be out of luck on that one. I'm not sure how you would go about getting a refund for either one of those.
As for participating in any of her other shows I would say NO WAY. If you were not pleased with the way this show went and she has basically been ignoring you on the customs matter then why in heavens name would you even contemplate doing any other shows with this individual. Just think how worst it could get if you do participate in another show, and what's to say the same thing doesn't happen again.
But like some of the others have said she may not have even received the email, I would suggest that you contact her by phone (but take a couple of days first to calm down and then contact her) I agree it is so much easier to get things straightened out via phone or in person than through an email.
Good luck and keep us posted
big hugs
Shane
Posts: 535Hello Brenda,
I buy and borrow artist teddy bears from all over the world to photograph and ocassionally I forget to ask the artis to send it as a RETURNED SAMPLE, so that it does not get caught up in customs or charged customs. As a company you can get back the GST (which is usuall the majority of the $$$ that customs bills out) when you file your GST returns. BUT if you are not listed as a company them yes you are stuck with it. In that case, I would definitely tell the individual and ask her to pay it then maybe next time she will remember to put RETURNED SAMPLES on the form.
Hugs,
Julie
Bears by EdieYou are right, Brenda. If she were a reputable person she would refund you the charges as it was her mistake - but since she hasn't responded I just don't think it is going to happen. Of course as some have said she might not have gotten your email, so trying to contact her again is good idea. I still think thought that you should be able to get a refund from customs. Check the back of the customs form and see what it says there regarding refunds.
Newcastle, OntarioHi Edie,
You know, I'm sure she got my email - I think I'm going to wait a few more days, but I don't think she has any intention of re-imburisng me. It's interesting because I hesitated about posting this, and it wasn't my intention to name names, but since I posted my problem, I've had more than a few PMs from other artists who recognized who it was and they all have their own stories to share. It's made me even more aware that I will not hear from her. I'm not even going to tell her I'm withdrawing from her shows - I'm just going to ignore her emails, if she contacts me. I'm sure she will be smart enough to figure it out. Take care and have a lovely weekend.
hugs,
Brenda
Brandon BearsThank you Brenda for sharing your bad experience. I'm new at mailing bears out of the country. Unless y'all share your experiences good and bad others wont know what options are available to us.
Showing my naive side - I had NO idea about custom charges. I'm so sorry to hear about your
problems and hope that you can get them worked out. Thank you again for sharing and
educating me.
Strange BearsCommitment, respect and treating someone fairly goes both ways. While two wrongs do not make a right nether do you stick your head out to be thumped again.
She has NOT treated you with respect or courtesy and in turn you do not owe her anything!!!!!
This is your time and money she HAS NOT treated with respect and ypu have a right to expect that. Unless there is some decent explanation for ignoring your requests..........like another person deals with these matters who may be busy.........and she can at least acknowledge this and let you know it's been passed on.........there is no reason to ignore you and not answer your concerns.
In this case put yourslef and your business concerns first......and onther cliche.........don't throw good money after bad!!
bearhugs
Newcastle, OntarioHi Sandra,
I agree with you and now that I know "ignoring" artists seems to be the way she deals with complaints, I have decided definitely not to do any more of her shows, period. I'm done. I'll chalk it up to a learning experience. I have had an inquiry from a European shop, and have been told the owner is really lovely. I'm heading in that direction. Things do happen for a reason, I guess.
hugs,
Brenda
