I ordered and paid for a print from a gallery weeks ago now and though it says ‘order fulfilled on my account, I have not yet received my print.The gallery apparently attempted to send my print to me but said it was returned to the gallery due to an incorrect address. When I called FedEx however, they said the package was sent back to the Gallery because the proper commercial invoice was not attached to make it through customs.I received prompt communication from the orders support team and then it just stopped. No communication from the gallery or Artsy about the status of my print order and I’m growing quite concerned that I’m not going to receive what I paid for.The terms of use say if the seller cannot meet an order confirmation within 72 hours the payment taken is automatically refunded to protect the buyer. Despite me waiting over a week with no communication from the gallery after first making the purchase and having to reach out for assistance, this did not happen. That’s ok, I wanted the print, and it seemed like the print was on its way.The gallery notes the work I purchased as sold but still has not communicated with me about when I’ll receive it.If this is how difficult it is to deal with purchases through Artsy, I will likely not use again and go directly to reputable gallery sites instead. It’s too bad, the access and interest of the variety or works is fantastic, but I wouldn’t consider making a substantial purchase through Artsy if a simple matter like this can’t be resolved in a timely manner.The Artsy support team is aware I haven’t yet received my print. Unfortunate and disappointing experience.
