Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My husband and I attended your ****************** location on July 6, 2024 to celebrate our 10 year wedding anniversary. The confirmation # is *********.We created our art and were advised to leave it at the studio so that it could dry.A few weeks later, our daughter went to the studio to pick up our painting, and she was told that it had been thrown away!!I was never notified- via text, call, or email- that the art my husband and I created for our anniversary was going to be thrown away!Additionally- nowhere on your website or in the **** does it state that this is your policy.Therefore, I am requesting a refund of $75.00 for the discarded canvas, lack of consideration, and utmost disappointment that our anniversary gift and experience has been ruined by your company's insensitive behavior.

  Business response

  10/22/2024

  As you see per the above conversation with the complainant, the original appointment and session was July 6, 2024 and she did not reach back out regarding her painting for over 90 days past her session time on October 10, 2024. Per our policy that she agreed on at time of booking, her painting would be considered abandoned property after 15 days left in Studio. We held onto all paintings from July until the end of August, when I asked the complainant to give me the day that her daughter supposedly came by the studio as she claimed her story changed to her daughter just called. When asked on what date her daughter called the studio she had no indication nor could give me a phone number so we could look in our phone systems to see if it was within the 15 pick up days. Again, the complainant did not reach out to management regarding any situation until October 10, 2024. This was beyond 90 days past her painting, pick up time. She was offered to come back in and re-create as her painting was recycled due to it being abandoned for over 90 days, she continued demanding a refund which goes against our company policy of no refunds (which she also signed off on during time of booking.) She continued to flood, emails and phone lines demanding her refund for the canvas which I explained to her the canvas cost and refunded her that amount of money. This is when she went to the BBB. As a company our goal is always, within reason, to accommodate the customer, however, the customer was unable to either produce evidence, stick to a clear story or be reasonable with accommodations on her re-creating her lost campus that she abandoned at the studio three months prior. 

  Customer response

  10/22/2024

   
  Complaint: 22405517
  
  I am rejecting this response because:

  Firstly: The company, Splatter Studio, is blatantly lying in their response: I have not flooded the studio with phone calls and emails regarding this matter.

  As a matter of fact, I have never spoken to anyone regarding this matter, but had (prior to October) left a voicemail requesting a call back to discuss this matter. I never received a phone call. 

  I emailed the studio and engaged through a lengthy back & forth email chain with ******, the Splatter Studio "COO".

  Ms. ****** has yet to provide evidence to support the claim that the studio discards/throws away/recycles the artwork that has been created by its patrons. (Interestingly I am not the only person that has had this experience per ****** Reviews). The policy ONLY states that they request that the art be picked up in 15 days. The policy does not explain or provide what the consequence of 'abandoned' is.

  I have carefully reviewed my receipt, their website, email, and my waiver- and nowhere does it state that the art gets thrown away or discarded- which is the overarching complaint for which I am seeking a partial refund of $75. They have provided an insulting refund of $10. I look to be compensated for my time spent at the Splatter Studio and the meaningful art which was discarded.

  Please see the highlighted sections of the same screenshots Ms. ****** of Splatter Studio provided the BBB as evidence. As you can see, nowhere is it stated that the art would be discarded/ thrown away.

  Regarding when my daughter went to pick up the art: I do not know. She is an adult, and reported to me that Splatter Studio had thrown the art away via a phone conversation at some time in the summer.

  The bottom line is: at the time that I purchased the experience (Nov 2023), signed the waiver (July 6, 2024) and had the experience (July 6, 2024)- the Splatter Studio policies DID NOT state that the art would be thrown away/ discarded/recycled. As a matter of fact, we were advised to leave the art behind in order for it to dry, which is why it was left behind in the first place.

  I would not waste my precious time creating a complaint and requesting a refund if their policies stated that the art gets thrown away.

  
  Sincerely,
  
  ******* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩