⭐ 1 STAR
⭐ 1 STAR — TERRIBLE CUSTOMER SERVICE I am extremely disappointed with my experience with DecoArt. I placed an order for 8 different sets of paint brushes. Instead, I received 8 of the exact same Shaders set. My order was also delivered later than expected. I immediately contacted DecoArt and explained exactly what happened. Thankfully, I had screenshots showing the different brush sets I selected when I placed my order. DecoArt specifically asked me to provide those screenshots so they could review the discrepancy and “help correct this.” I provided the requested information. From the beginning, I was VERY clear about what I wanted: I did not want a refund. I wanted the brush sets I had originally ordered. I even stated in writing: “I do not want a refund — I want all the sets of brushes that I ordered.” Despite that, DecoArt refunded my order anyway. Then, when I again asked for the brushes I had originally tried to purchase, their response was that because they had already refunded me, they could not provide “free replacement items.” They weren’t “free replacement items” I was asking for. I was asking the company to correct the order and provide the products I originally attempted to purchase. I specifically told them BEFORE they issued the refund that I did not want a refund. What makes this even more frustrating is that I am an artist who regularly purchases art supplies. I told DecoArt that how they handled this situation would determine whether I continued purchasing from their company. Instead of actually resolving the problem, they chose a resolution I had specifically told them I did not want. Mistakes happen. Sending an incorrect order would not, by itself, have caused me to write a one-star review. It is the way the company handled the mistake afterward that earned this review. I have kept the entire email chain and screenshots documenting the experience. After this experience, I cannot recommend ordering directly from DecoArt, and I will be purchasing my art supplies elsewhere.
By Kelly C.