Jeff H.

I ordered around $450 worth of acrylic paints and gel mediums for a commission with a deadline. I ordered in plenty of time to accomplish the work. My order arrived with only half of the items inside (yes, literally I was missing 12 of the products In my order). I paid $75 for overnight shipping to get a head-start on my project timeline (the shipping on a large order like mine would have been free otherwise). Of course that $75 was wasted because I could not begin to paint until I had my entire order. I called DB customer service and was told "I'm not sure why that happened". While the agents I spoke with were very professional and polite (Treyana and Sherry), the last agent who actually corrected the error (Mark) and got the rest of my shipment on its way was very curt and a dismissive of me asking (I had to ask twice) for some type of refund due to the money wasted on the overnight shipping. He gave me a $20 off coupon for a future purchase, albeit in a rather ungracious tone. I also had to ask D. Blick agent Mark for his name 4 times until he finally told me. I received the rest of my order around 4 days later. I called back one more time and spoke with D. Blick agent Amber. She was very apologetic and said she would give me a $25 credit back to my credit card. Better than nothing, I suppose. Still, not a good experience due to missing my project deadline and DB agent Mark's curt and unsympathetic attitude. I'll think twice about ordering from D. Blick next go-round if time and accuracy are key to my project's success. I am giving D. Blick 2 stars in this review due to this debacle causing my own business the embarrassment of seeming unreliable.
On another project a month earlier, I ordered a cradled wood substrate (a hardboard panel 30" x 40" x 1.5" deep). It arrived in a timely manner but was dented on one side and warped. When I placed it on a level surface, it rocked. I also placed a 4 ft level across it to double check if the warp was bad enough that I could not use it. It cupped in the center and was definitely higher on the ends. This was D. Blick's own line of hardboard substrates. It should be a completely flat panel, so I returned it to them. The agent was very nice and made the return easy. However, this is not the first time I've ordered something from D. Blick and had problems of some sort. I'm very quickly losing faith in their warehouse staff.

UPDATE: I was contacted by D. Blick (as you can see below). I did receive a full refund for my shipping debacle. I expressed in a private message to them my concerns about the warehouse staff being more careful all-around (making sure substrates are not warped, that all items are accounted for before taping up boxes for shipping.) I was impressed with this part of D. Blick's customer resolution, however all of this could have been avoided in the warehouse if awareness levels were raised there. Hopefully this experience will help that happen.