Design Toscano agreed to a reimbursement of $250 cash and $550 worth of store credit for replica paintings I found of inferior quality. I have actually received the cash, and this is not in dispute. However, when trying to obtain information on the $550 store credit, what was previously a poor response time became a complete and total lack of response.
I seek the $550 store credit that was explicitly promised by Design Toscano management and relayed to me via email by customer service rep Katie. See clips of said email BELOW.
From: L Schmitz
Date: Wednesday, May 26, 2021 at 5:03 PM
To: "CustomerService at DesignToscano dot com"
Subject: Re: Received Poor Quality Paintings
Please advise on when and how I should be receiving my $550 store credit.
I was told I would be getting it in the mail (read below), which seems unnecessary (don't know why it couldn't just be a code), but fine. I have been checking the mail and have not received it.
At this point, this issue has been dragging on for over two months. Can we please conclude this?
From: L Schmitz
Date: Friday, April 9, 2021 at 9:02 AM
To: "CustomerService at DesignToscano dot com"
Subject: Re: Received Poor Quality Paintings
Thank you, Katie!
That is a fair deal and I accept.
From: "CustomerService at DesignToscano dot com"
Date: Friday, April 9, 2021 at 8:17 AM
To: L Schmitz
Subject: RE: Received Poor Quality Paintings
Hello,
I apologize for the delay. I have reviewed the discount information with my supervisor and have been authorized to issue a $250 refund for the paintings and a Design Toscano gift certificate for $550. This would be issued to keep the paintings as is. Please let me know if you would like to proceed.
Best regards,
Katie
From: L Schmitz
Sent: Tuesday, March 16, 2021 9:17 AM
To: "CustomerService at DesignToscano dot com"
Subject: Received Poor Quality Paintings
I am a repeat customer to this site, and usually receive quality merchandise for the price. I have ordered several replica paintings in the past and have been satisfied with their quality. The other day, however, I received a delivery of paintings, many of which were not up to the usual standards.
The frame and canvas were all great like usual, but I noticed the actual image of the paintings were based on a low resolution digital image. I am aware these are not authentic paintings and that a lacquer is applied over a digital print on canvas, but usually that print is such high quality as to not show its digital origins. Absolutely not the case with three paintings I received. It's tricky to prove digital compression with digital photography, but the attached photos are plain enough to see.
PRIESTESS OF DELPHI (Grande) - This is the most dramatic example. Note the heavy pixilation around the lips. See the crisp focus on the lacquer around her forehead as proof this did not originate in the picture I took. I also took the image at an angle to illustrate the pixilation.
GATES OF DAWN (Grande) - Overall poor quality is mostly visible in the subject's eyes.
ULYSSES AND THE SIRENS 1909 (Grande) - Digital compression makes for a murky image all around, most obvious in the face of Ulysses.
To rectify this, I would prefer replacement paintings that are up to your usual standards. I am willing to wait for a quality reproduction. If this is impossible, as these paintings already took longer than usual (leaving me to wonder whether the wait and the poor quality are linked somehow) I would like a full refund including shipping costs (which were substantial for this pieces).
I would enjoy more than anything to write this situation off as an isolated incident and continue to be a loyal customer to the site, so please satisfy this complaint promptly and thoroughly.
I would like to file a dispute with designtscano.com regarding an incomplete reimbursement for low quality merchandise. Design Toscano agreed to a reimbursement of $250 cash and $550 worth of store credit for replica paintings I found of inferior quality. I have actually received the cash, and this is not in dispute. However, when trying to obtain information on the $550 store credit, what was previously a poor response time became a complete and total lack of response. read more
