Experiences with Artfully Acrylic
- Thread starter djbetterly
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spartanman22
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I've had a rather distasteful experience with Artfully Acrylic. Before I dive too deep I'd like to start by saying the product quality is superb. I have zero issues with the construction, build quality, or over finish of the product.
My experience ultimately boils down to terrible communication. I ordered a lid that was a standard lid (Flyval M90) with a cutout for an apex autofeeder I explicitly asked if the lid would cover the back filtration portion of the tank, and if it did that I would like it built so that the back filtration compartment was not covered by the lid. Artfully Acrylic acknowledged my request. I verified a second time just to clarify and they responded that they understood that the lid should NOT cover the filtration compartment.
So after a very long wait I finally receive shipping confirmation. Open up my lid and go to put it on the tank just to find out that the lid covers the filtration compartment. The reason this was such a problem was that my tank, being an AIO and no external plumbing, was to be butted right up against the wall. The apex autofeeder was going to sit on the false back wall so that it didn't protrude out behind the tank. Well with the lid being built to the full size of the tank (filtration compartment included) that no longer works as I've only got about 1.5" clearance between the tank and the wall.
I contacted Artfully Acrylic immediately via email, but never received a response. I followed up and still no response. I posted in their vendor feedback and never received a response. It has now been 5 months since I've received my lid and I've not gotten a single word out of them.
The product works as it still covers my whole tank, but I explicitly asked for it to be built a certain way and it was not. Artfully Acrylic's communication is terrible, and given the cost of the item it should be unacceptable that I haven't heard back on an error they made with my product. As a result I will likely never do business with Artfully Acrylic again.
My experience ultimately boils down to terrible communication. I ordered a lid that was a standard lid (Flyval M90) with a cutout for an apex autofeeder I explicitly asked if the lid would cover the back filtration portion of the tank, and if it did that I would like it built so that the back filtration compartment was not covered by the lid. Artfully Acrylic acknowledged my request. I verified a second time just to clarify and they responded that they understood that the lid should NOT cover the filtration compartment.
So after a very long wait I finally receive shipping confirmation. Open up my lid and go to put it on the tank just to find out that the lid covers the filtration compartment. The reason this was such a problem was that my tank, being an AIO and no external plumbing, was to be butted right up against the wall. The apex autofeeder was going to sit on the false back wall so that it didn't protrude out behind the tank. Well with the lid being built to the full size of the tank (filtration compartment included) that no longer works as I've only got about 1.5" clearance between the tank and the wall.
I contacted Artfully Acrylic immediately via email, but never received a response. I followed up and still no response. I posted in their vendor feedback and never received a response. It has now been 5 months since I've received my lid and I've not gotten a single word out of them.
The product works as it still covers my whole tank, but I explicitly asked for it to be built a certain way and it was not. Artfully Acrylic's communication is terrible, and given the cost of the item it should be unacceptable that I haven't heard back on an error they made with my product. As a result I will likely never do business with Artfully Acrylic again.
I'm hearing you, a company should reply to an email and problem. If you paid using PayPal or CC you can get your money back and go elsewhere for a lid that is correct. I've ordered a acc box from another company on R2R, it was sent within the time specified, nice work.
Fishie
Active Member
they built "THE BEST" lid for me...but i had a forgotten door cover that was missed...the follow up communication was very lacking..i had several calls in ...it just showed up one day in my mail.
keep in mind they are a very small shop...QUALITY work...so sometimes you just need to overlook the communication ...which yes i would love if it was better ...but no one else does what they do so well
keep in mind they are a very small shop...QUALITY work...so sometimes you just need to overlook the communication ...which yes i would love if it was better ...but no one else does what they do so well
Kyl
And how does it feel like, to wake up in the sun
I'm increasingly finding this with a lot of vendors in different hobbies over the past few years, unfortunately. The products might be amazing, but pre/post sales support is just as important, most people only have so much patience. An answer, any answer even to say hey we're super busy or backed up is better than the stone silence that drives a customer nuts.
spartanman22
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I can totally understand being busy, blowing up unexpectedly, and the difficulties of a small operation. However, when you screw up on an order and refuse to respond that's unacceptable. I understand mistakes happen. The error was only a minor inconvenience and I would have happily mailed my lid back to have the correct one made. Sending an email doesn't take long. Answering the phone doesn't take much effort.
I contacted PayPal explained what happened and the un answered emails, they've stepped in calling it irresponsible. No lid, out $185, covering my end. It's too bad it came to this but all emails were sent to the company site, all went unanswered.
Ordered my RSR 170 and the lid on the same day. Over 9 weeks later the tank is cycled with fish and corals and no lid to be found. Sent an email with no response and finally called them a week or so ago and he said they were behind because of MACNA ;Meh and lid will ship as soon as possible. Thing is, he hung up before even asking who I was. Finally, got a shipped email the other day so it's finally on its way. While I think 10 weeks is a little excessive, I can understand it based on it being a smaller company. Like others have said, the communication is lacking though.
Expecting a quality product based on alot of reviews so I think it is going to be worth the wait.
Expecting a quality product based on alot of reviews so I think it is going to be worth the wait.
Slayvoff
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I'll bet initiating a chargeback with your credit card company would get their attention and resolve the matter. And if not, you've got a free lid.
OP
OP
djbetterly
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They certainly are not great at communication. I've found they seem to be most responsive via this forum. Their work is top notch though.
Fin
Professional Procrastinator
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I ordered a lid from them that included cutouts for two SeaSwirls. I got it about 8 weeks later and it was very well made, but they missed a relatively small detail on my diagram. I emailed them to tell them of the issue and they responded the same day. They cut another cover and had it in my hands the next week and didn't ask for the other one back. Very satisfied with my experience and the quality of the cover is exceptional.
I think it is just difficult making lids that are mostly ordered with custom dimensions and features. I believe that gets quite time consuming. There was another guy making lids over at NanoReef and he got inundated with orders and had to discontinue the service.
I think it is just difficult making lids that are mostly ordered with custom dimensions and features. I believe that gets quite time consuming. There was another guy making lids over at NanoReef and he got inundated with orders and had to discontinue the service.
Flameback Pair
started reefing 1999
Does Matt at Octo have a standard boarder width around the outside of the lids? The reason I'm asking is the lids on the website show a boarder that would probably be too wide for an Apex auto-feeder to extend past for a feeding rotation.
Flameback Pair
started reefing 1999
Does anyone know if Artfully Acrylic takes Paypal Credit?
