"JEFF IN CUSTOMER SERVICE IS SUCH AN **** THAT I WILL NEVER DEAL WITH THIS COMPANY AGAIN. I WILL NEVER SHOP AT ASW OR JERRY'S ARTARAMA. JEFF STATED THAT THE OWNER, IRA GOLDSTEIN ENCOURAGES HIM TO BE AN **** TO CUSTOMERS. "
"Where to start- not going into all details. These people could screw up a **** dream. Have tried to put up w constant screw ups for lower pricing, but now they're higher than Jerry's and Joe's. Honestly the worst company I have ever dealt with"
"I placed several orders in the last 3 months. I always order paint of the same brand because I am a painting teacher and get them for my students. Since they are the sole distributor for this paint brand, I am doing them a lot of business. My last order was 65 tubes of this paint, and quite costly. They are the large 150 ml. size, and heavy, so imagine my shock that they sent ONE HUGE box with all of the paints in it, so heavy I could barely drag it into my front door. Inside was a crime scene! Because they were not packed tightly in smaller boxes, and they had some bubble wrap on top, it allowed them to be jostled about inside and many were out of their boxes, bent, and damaged. One was even missing the cap! I called and told a supervisor, Rob, about it and he was very glib about the whole thing, telling me it was good I took pictures and to send them in so they know what to replace. But not warm nor sympathetic. When I mentioned he had never apologized, he said, "I already apologized twice!" in a snide way, and he had not ever said "I'm sorry this happened." I called the next day after I took over 2 hours to sort and see what all was damaged or missing, and talked with a customer service rep who had helped me before. When I told her I had talked to Rob, she immediately told me just to send him the quantities and list and pictures- passing the buck.
I did that, yesterday morning, and ZERO response by noon today, and since it is now Saturday and they are closed for the weekend (Which is ridiculous) I don't know when or if this will be made right for me! And, after all was checked, I was missing 6 tubes on my order.
I am thoroughly disgusted. They are part of Jerry's, to my understanding, and I have done business with Jerry's for many years. But it's like apples and oranges, especially in customer service, supervisors, and quality control!!
I will not renew this membership for $100 when it expires. It isn't worth the time, aggravation, and curt verbal responses.
WHEN you can even reach them! If I could give a minus stars, I would."
"I needed some basic Nielsen frames in a hurry for an art opening. I chose ASW because they were in-state; shipping would be quick without paying the big bucks for second day air. Oops. First problem: it took them a week to take the items they had, put them in a box, and put an address label on that box. Second problem: they only shipped part of the order, despite the fact that their site listed all of the items as in-stock. With these frames, you order 2 pairs to make a frame; to make a 16x20 frame you get one 16" pair and one 20" pair. So, they shipped the long sides and not the short ones, leaving me with useless half-frames. Third problem: they automatically cancelled the back-order, leaving me permanently with useless half-frames. Fourth problem: basic black Nielsen frame pieces are pretty much the most basic art supply imaginable. There's no excuse for a reputable art supply store to ever run out of standard sizes."
"this place is the worst! i placed an order and was notified that the order was partly out of stock. their policy is you need $35 in back ordered items in order for them to send what they have in stock. I kept adding to my order to reach that $35 limit but only got to $30 and since they weren't willing to work with me i just cancel the out of stock items and had them send me what was in stock. i checked the web and it said my order was shipped. 2 weeks later i wrote them to find out what happened since nothing was received. i was told NOTHING was shipped and they were waiting for next month. their customer serves DOES NOT CARE! "
"I totally agree with the dissatisfied customers below. I placed an order in Nov. (@$99 with $5.95 shipping) and checked ship as complete. Four weeks went by and no order. I made contact with them and was told my order was being held up by one item. I said to release the other items so I would have by Christmas. When the order came it was less than half the items that should have been shipped and the order was split between two invoices ($23.86 and $16.04 with a shipping charge of $5.95 on each invoice = $29.81 and $21.99). I have tried to allow them to correct this by e-mailing them (forget the phone - no one has been available) several times but so far they have refused to remove the additional shipping charges."
"ASW Express has poor customer service. They overcharged me for shipping an order, and it took a complaint via my credit card issuer to get their attention. My complaints about them are these:
1. They are impossible to reach by telephone.
2. Their website is not well-maintained and it doesn't accurately show which items are in stock.
3. You can't tell if your entire order will be shipped. If something is out of stock, they will just cancel your order for it.
4. They are generally unresponsive to email.
5. Problems with an order (incorrect billing, for example) are difficult to resolve."
"Bad customer service. I ordered rushed. They never (in an of the invoices or a confirmation email) indicated how much they charged for shipping. I emailed and received no reply. Also, despite never agreeing to receiving email promotionals, I get one every week or so."