If you’ve been following me on Twitter or Facebook (or any of the other sites i update with the ping.fm Google gadget), you know that I’ve been having trouble with a Jerry’s Artarama gift card.
November 2007, my grandmother purchased a gift card from Jerry’s Artarama, a wholesale art supply company that my late grandfather used for years. If you need something, you can probably find it there in bulk. Jerry’s carries all sorts of great art supplies. They also have a newish retail store here in Nashville. My grandmother gave me the $50 gift card for my birthday last December.
Fast forward to July 2008, when I was buying supplies for the Painting for Short Mountain Bible Camp. Well, I went to Jerry’s in Antioch, realized I had forgotten my card, bought something else with the little cash I had bought. Boo. So I put off using it a few more weeks. I even ordered a turp jar and came and picked it up a few weeks later. They were so nice and helpful.
I went to the Jerry’s Artarama website to do a little shopping. That’s when I discovered my card didn’t work. So I called the 800 number, left a message. I never got a call back. About a week later, I tried again. Still no returned call. So I tried their contact page on their website. Didn’t get a response. Now I’m getting really frustrated. Tried the contact form on their site again, and they FINALLY wrote me back.
That’s when it really started going downhill, since they couldn’t find my card number anywhere, nor could they find record of my grandmother having made that purchase even though the purchase was made less than a year ago. After about 15 to 20 e-mail exchanges with Jerry’s corporate customer service representative and no progress, I was getting really frustrated and enlisted the help of the Better Business Bureau, e-mailing them last Thursday night.
So I did some digging: Friday after work, I went to my grandmother’s house, where she had dug up her VISA statement from where she made the purchase. As it turns out, she actually purchased the card from the Antioch (Nashville) store, although it was over the phone. We all thought she had called the main 800 number, but evidently not. Apparently that makes a difference: the individual stores are on different systems from corporate. Yeah, that confuses me, too.
First thing Monday morning, I got a phone call from Steven at Jerry’s Artarama headquarters in North Carolina. Steven was extremely helpful, giving me the name and number of the person to talk to at the Nashville location. When I called the Nashville Jerry’s store, the manager had already left for the day (apparently Monday is usually her day off) so I spoke with Allen Merritt, who was EXTREMELY helpful. I gotta give props to Allen for making it right: he mailed me a brand-new card for the full value of the card I received last December. I don’t think anybody’s really sure what happened to the old card; it was probably incorrectly activated (or never activated at all).
Today (Wednesday) I recieved the new card in the mail, with a gracious hand-written letter of apology. I checked the card balance on the website, and sure enough, it is good!
So here’s the bottom line: Jerry’s made it right. It took too long, and I think corporate really should’ve been aware of the purchase made at the franchise store, but they made it right in the end. I’m just sorry that it had to happen the way it did, and I get the feeling that there’s a huge disconnect between the stores and corporate. The two or three times I’ve been to the retail store the people have been helpful and treated me nicely. On the other hand, the e-mail experience with corporate was horrible.
Although I am pleased with how this turned out since they’ve rectified the situation, I have to admit that I’m a little wary going forward with Jerry’s Artarama because of all this. Again, the process took way too long. I’ll still be buying supplies from Plaza, but I’ll be going to Jerry’s when I can make it to that side of town and when I need to order stuff online. (One place you won’t find me going is Michaels, since they seem to have abandoned those of us who like to stretch our own canvases, but that’s a whole ‘nother discussion.)