I wish that I could say that I have the product that I ordered on Dec. 1st. Unfortunately, it has yet to arrive. I ordered a print for a Christmas present, and had a delivered by date of Dec. 11th. When it didn't arrive on time, I called customer service. I spoke with a nice gentleman by the name of Jack, and he immediately refunded my shipping costs, and told me it would be there soon- and also sent me the tracking info (as it had not been included in my order receipt).

Well, I have been watching the tracking information, and it hasn't moved since Dec. 12th. It's been sitting at the border- maybe? I have no idea- because they use Ascendia to ship from the U.S. to Canada, and the tracking number cannot be found in any Canada Post, Fed Ex company, or anywhere here! It just seems to be at the border, stuck there. And it was only updated two times, once when they received the shipment (Dec 1st), and the next time when it was at the border (Dec 12th). I have a feeling it updated at the border maybe because Jack inquired about the status.

When I contacted customer service again on Dec. 18th, the man that I spoke with (didn't get his name) wasn't helpful at all. In fact, he seemed annoyed at the fact that I was bothering him with my questions. He proceeded to inform me how the shipping was slow in Canada (umm... really? Because I'm sure that I live in Canada, and know how they are, and they are actually fairly decent, and get packages to me all the time on time!), and that I just had to wait. I told him that this was a Christmas present, and he basically told me that there was nothing he could do. I found out that "Jack", the first rep I spoke with was actually a manager, therefore the good service. This guy was rude, unhelpful, and did nothing for me. Yeah, and he lied and said my "package" just entered Canada. No where in Ascendia's tracking info does it say that.

If I had known that their shipping was going to be so sketchy, I would have thought twice about my order. I've never heard of the shipping company Ascendia before using ART.COM, and I'm less than impressed. It seems like a trifecta of problems, creating a real crap customer experience. One- don't offer a arrival date if you can't keep it. Two- use a RELIABLE shipping company... Especially if you are dealing with expensive art! Three- Get employees in your customer service department who aren't going to tell the customer how it is in their country, lie, and not offer any assistance what-so-ever!

I didn't spend a lot of money on the print- but that's not the point. Now I have to buy another Christmas present to replace this one, because I know it's just not going to be here on time- or if I ever will get it! So I have essentially have had to spend money twice on one person.

Based on the fact that I didn't get my order when I was promised, and the dismal customer service I received the second time around, it is enough for me to stay away from this site. I will never spend another dime at ART.COM.

I ordered a print, standard shipping, for a new house on July 5. After a period of a few days, I begin tracking shipping, which seems to take forever. I finally see that the package should have been delivered (three weeks after I ordered it); but it hadn't arrived. After making a few calls to FedEx, I learn that Art.com uses a terrible service called Smartpost, which has its own major hitches and problems; it's when FedEx basically ships packages part of the way, then dumps them off at a local post office. Smart Post has its own terrible reviews--apparently sometimes FedEx can dump thousands of packages at a post office at the same time, with little warning. The local post office could not locate my package--I spoke with someone from their mailroom on the phone. I called Art.com; the person on the phone looked at my tracking and insisted the package must have been delivered to my home and perhaps someone else picked it up, although the tracking ONLY showed the package had been delivered to the local post office. After a lot of insisting on my part, she finally agreed to expedite shipping on a new poster (I'm not sure if she was just pretending to claim the package was delivered to get me off the phone, or what). I was completely annoyed, and asked to speak with a manager, who refunded my shipping cost. I received an e-mail that a new order was processed; the e-mail said I would be notified when the package was on its way. Three days later, I had no follow-up e-mail that the order had shipped. I called, and found out the order had shipped, but I was never notified or given a tracking number. The re-shipped poster indeed arrived, thankfully (because I had no tracking number). Someone from Art.com sent me an e-mail after reading this review (which was only one star before) and apologized for the botch. She was also helpful when it turned out I decided to refund the long-awaited print; while I was waiting for it to arrive, I found something else that it turns out I like better. If it wasn't for this art.com staff person, Ashley, being helpful, my review would have remained pretty negative! But Art.com, and other retailers, really should reconsider Smartpost in the first place; and before arguing with customers, they should learn how it works.