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Anyone ever bought tools from ArtisanSmith?

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  • Anyone ever bought tools from ArtisanSmith?

    My company purchased a copper pitcher rinser from ArtisanSmith and it's totally wrecked when it arrived. We sent them an e-mail immediately to ask for refund or replacement. They did have a return policy which need notifications within 7 days. However, after one week we still haven't received any reply from them.
    Last edited by bangrace; 7 December 2017, 10:30 PM.

  • #2
    Similar experience. Communication is extremely poor and a long wait can be experienced without any attempt at explaining the delay. Emails can be met by a deathly silence. Quality can also be variable and despite the impression given that items are made locally I understand that they are actually made in Vietnam; which might explain the delays. Nevertheless, the kettle I purchased in stainless steel is a good pourer and the design is very appealing. A Kalita Wave SS type dripper was also a bit rough at the edges but that is acceptable if one is prepared to accept the artisan nature of manufacture. As is the case with many small start ups they can be easily overwhelmed by their success, and it's a pity that their vision and ingenuity is often not matched with an adequate effort at communication.

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    • #3
      Got an AS Dosing Cup via Coffee Parts and it is perfectly made...

      As you say, hand made items will have a level of variability but I think that's part of the charm.

      Hope you get some speedy service to fix your issue soon "bangrace"...

      Mal.

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      • #4
        and we try to leave comment on their instagram, they deleted all negative comments within one minute..... worst online shopping experience we ever had.

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        • #5
          I bought dosing cups and was too waiting for over 4 weeks. When I emailed after the 3rd week for an eta I got no response. Emailed again after 4 got no response. Only when I threaten to cancel my credit card purchase they responded and was quite nasty in saying “that being a small business if they answered every email about where there item is there would be a longer wait. Will never buy from them again

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          • #6
            Originally posted by Azza80 View Post
            I bought dosing cups and was too waiting for over 4 weeks. When I emailed after the 3rd week for an eta I got no response. Emailed again after 4 got no response. Only when I threaten to cancel my credit card purchase they responded and was quite nasty in saying “that being a small business if they answered every email about where there item is there would be a longer wait. Will never buy from them again
            That's no way to run a small business.

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            • #7
              Originally posted by Azza80 View Post
              I bought dosing cups and was too waiting for over 4 weeks. When I emailed after the 3rd week for an eta I got no response. Emailed again after 4 got no response. Only when I threaten to cancel my credit card purchase they responded and was quite nasty in saying “that being a small business if they answered every email about where there item is there would be a longer wait. Will never buy from them again
              so you not yet received yr product?

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              • #8
                Originally posted by bangrace View Post
                so you not yet received yr product?
                I did receive my product after 4 weeks. But yeah will not buy anything from them again

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                • #9
                  Coincidence that these are your first posts since creating an account. Some people have bad experiences shopping online. And they're just about the only ones that ever leave reviews. Given artisansmiths popularity it's doubtful your experience is the normal service. I'm sure you'll sort it out.

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                  • #10
                    Unresponsive

                    Definitely would never try to purchase from A. Smith again. Completely unresponsive. Zero customer service. After a direct email and sending a question through the contact page i finally sent an email stating i would open an enquiry through my bank if i didn't hear back within 24 hrs. I received a full refund within 30 min. So it's not like they can't see questions, they just don't give a rip! Companies like this should go out of business...

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                    • #11
                      People need to know when a useless company exists that they shouldn't purchase from that company. Artisan smith is obviously a company that lacks any sort of customer service. Yes, we come to post our complains hoping that other will see them and steer clear!

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                      • #12
                        Beware of ArtisanSmith! I made an order in 2018. A few months later I only got half of it. It was very badly packaged and hence bent and damaged. I approached him very politely on multiple occasions about the incomplete order, not even mentioning the damaged items - no result. The guy doesn't respond to emails or direct messages via social media, he reads and deletes comments to his posts. Meaning he is aware of the situation but simply chooses to ignore it. Given the "artisan" nature, the items are quite expensive. But I never got the missing part of my order nor did I get a refund. The guy sent out badly packaged incomplete items keeping the rest of the money and ignoring any responsibility, which to me makes him not more than a thief. Unfortunately I stumbled upon this thread after the order was placed and was getting worried as the time passed. Hopefully this will help keep other people from making the same mistake and ordering from the ArtisanSmith. The guy is a crook, otherwise he would have a possibility to pay with PayPal but he only takes cards. Will have to report to the credit card company.

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                        • #13
                          I'd report to the ACCC as well, it shouldn't take more than a couple of reports like yours for them to act

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                          • #14
                            Also gives the impression that items are hand made here whereas I understand they are made in Vietnam, hence the possible delays in delivery. Pity, because some of the items are well designed and functional.

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                            • #15
                              Reading this thread, I think the obvious take-away from it is purchase the products from a reputable local reseller like site sponsor Coffee Parts and all the problems of returns, warranty, quality control are handled by them.

                              It's the reason you pay a couple of dollars more to purchase locally but you do get something for the price difference, piece of mind.

                              Buying direct can look like a saving but it isn't always as simple as that.

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