Development of the conversation with afremov.com:
Offer by newsletter on 11/21/18:
Dear Friend,
Thank you for interest in my art!
Tonight I saw a dream, my old house in Vitebsk, the time of my childhood, when I woke up, I run to my studio and created this masterpiece
One of a kind original oil painting "back to the dream". This painting was created 30 min ago. You are the first person who see it!!!
This art work will be signed on the back and on the front before shipping. The COA is provided.
Today special price is only $99 including shipping anywhere in the world.
Why so cheap? After you receive this painting PLEASE share the photos in your social media, facebook, twitter...
Learn more about this painting:
https://afremov.com/back-to-the-dream.html
Bought on 21/11/18 by Paypal. A few hours later the picture is still online or available. My request by mail (the whole time over inessa.[protected]@gmail.com):
Hello, I bought this painting a few hours ago under the Invoice-number #20596. Now I see the painting is still online/available for selling/purchase. Just to be clear: I only wanted to buy the original painting Mr. Afremov is holding on the photo and no recreation. Please contact me if this is not the case. Best regards from Germany.
Fast but short answer:
Thank you for your order
The painting is original, and no longer listed in the search of the site
No signature on the mail. But it was true. The painting disappeared from the website (but still was to find with google-search up to now (03/10/19)).
The painting did not arrive. My mail on 12/27/18:
Hello Mrs. Afremova,
is everything okay with my order (Invoice-number #20596)? When do you expect my order to arrive in Germany? I hoped a delivery before christmas was possible.
Merry christmas, best regards
Fast but short answer:
Thank you for your purchase, your order will be sent to you today
I am sorry for the delays
Leonid
To my mind: If I would not have asked again, this package never would be shipped. What kind of accounting is that?
Package arrived on 01/17/19 by FedEx. But it was - as feared - a recreation. May mail on the same day:
Hello Mr. Afremov,
thank you for the delivery of the painting. Unfortunately it is not the painting I ordered. As you can see in our conversation below it was my explicit wish to buy the painting you are holding on the photograph on your website (see attachment). Your daughter has confirmed that. But you only sent me a recreation which doesn't reach the expression of the original one. I would please you to send me the right one. Please tell me the way of transaction how to send back the current painting.
Best regards
Fast answer on the same day:
Dear Friend,
Thank you very much for your purchase. can you please send me a picture of the painting that you got.
If you have any questions, please ask. Customer satisfaction is our main goal.
Best Regards
Boris Afremov
Operational Manager
I confirmed on the same day and sent a photograph of the recreation. Fast answer:
I am sorry for the issue
The correct painting will be sent to you ASAP
Please keep this painting as a free gift
No signature…and a lot of weeks no package arrived. My mail on 03/07/19:
Hello Mr. Afremov,
my painting was not delivered so far. Is a delivering-time of six weeks common or should I be worried?
Best regards
Answer at the same day:
Dear Friend,
Thank you very much for your purchase. I just checked this shipment. this package is stuck . Maybe even lost. . I have issued a full refund of your order. I'm very sorry. You can keep the painting you got as a free gift from us.
If you have any questions, please ask. Customer satisfaction is our main goal.
Best Regards
Boris Afremov
Operational Manager
Refund came immediately. But of course without my customs duties.
My answer on the same day:
Hello Mr. Afremov,
thank you for your fast answer and your full refund. It is very kind that you did this so fast although the package is just stucked and not definitly lost. It would be a big loss (not just for me) if this painting would disappear. A friend of mine is working for FedEx Germany. Maybe there is a way of saving this painting. Could you please send me your (tracking) informations (ID etc.) you got?
Best regards
Fast answer:
Dear Friend,
Thank you very much for your purchase. The package is stuck in the USA Memphis hub. Its a large airport, the center of all Fedex operations in the USA. From there it never took a flight to the UK. We already in contact with local fedex managers that taking care of this.
If you have any questions, please ask. Customer satisfaction is our main goal.
Best Regards
Boris Afremov
Operational Manager
My answer two days later:
Hello Mr Afremov,
did you get further information about the missing package from FedEx? For myself I was in contact with FedEx Germany and FedEx in Memphis. They told me that they are "after an extensive search ... unable to locate a package" with my name or my address sent in the last 6 weeks. Referring to this and due to the unpleasant transaction of the order so far (first: did not send the package for weeks and only after reminding, second: sent a recreation against better knowledge, third: missing package) I insist of getting the tracking-ID (or other verifiable evidence) just to keep trust in your company. Fortunately customer satisfaction is your main goal.
Best regards
Fast answer:
Dear Friend,
Thank you very much for your purchase. Since the refund was provided, this transaction is considered canceled and closed. Even if the package is found, the painting will not be delivered to you. They will have to return it here. Lost packages come back to use sometimes in very bad condition. From my experience, 50% of lost packages is found. in 25% there are in good conditions. I personally do not believe it will be a usable painting.
If you have any questions, please ask. Customer satisfaction is our main goal.
Best Regards
Boris Afremov
Operational Manager
No Tracking-ID told, because there has never been one. What other reason is there for telling it not? The painting never left their office. The last mail is a preparation for a reselling…but not to me… for this price. Reason: The company does not sell originals for 100 Dollars. That is totally understandable. But why do they promote them?
So for all customers:
If a "original one of a kind" is promoted, please insist the original one as it is shown on the website. In the end it is to expensive and pesky for the company to give away the recreations as a free gift.
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