Masks All Questions Answered

Oops....tis okay, lol!

Have all customers who have purchased a face mask received an email regarding the changes to shipping times/delivery times ?

I did answer that in the other thread, Douglas but you may have missed it

Everyone who ordered before the dates were changed on the order page

Thanks Abbie.

You are very welcome

What was the change in the shipping for the masks? I must have missed it.

https://fineartamerica.com/showmessages.php?messageid=5419402

It was 10-15 days production time

so why is my customers order sitting at 32 days with no shipping info? and no answer or replys from customer service.

Please read the email you received today from Customer Support. They are the ones who will help your customer.

Thank you, Abbie! I appreciate your fast response. Have a wonderful day!

Thank you, Abbie!

X

I hope this is the correct place to ask for help about this. After seeing so many issues going on with masks, I deleted that option from all of my images. (I did that a few days ago.) However, I just noticed that if you choose Apparel/Face Masks on my Pixels site, they're displayed there as masks anyway. Is there a way to remove those since I'm not selling masks at this time? https://simone-shannon.pixels.com/shop/face+masks

Thank you!

I haven't seen his question yet, but I may have missed it - I have a customer who wants to know the measurement of the mask. Anyone?

Simone, it can take a while for them to disappear. But at least they are not priced to sell. I see 13 masks

They say the mask is one size fits all but they are rather large for my small face

Thanks for the update. I did notice the date changed on my own order. It's now 7 days longer than it was. I've stopped advertising them for the moment, until they can get caught up.

I received my first mask this week. I hope that means customers are receiving them as well. My order was correct.

... just a note


Please contact customer support direct with any concerns or issues

I'm sorry for any inconvenience but unfortunately the forum cannot help with shipment issues

https://pixels.com/contactus.html?tab=contactus

Please note the production times in this post for future reference

https://pixels.com/showmessages.php?messageid=5419402

Many thanks for your patience. They are literally working 24 hours a day to sort this backlog

I am trying to post a facemask photo on instagram. Can't figure it out. Anybody?
Thanks.

Susan Allen, do a screen grab around the mask image and then post that. That's what I have done.



Asking again if anyone has the basic measurements of the mask height by width, please? I know some of you have received one.

Due to long delivery times (or for some customers non-delivery, i.e. 32 days and counting), I have removed the face mask product option from my fineartamerica web site. I have had more complaints from clients about inconsistent product quality and long delivery times than for any other product that I have listed, thus it is not worth offering this option. When these consistency issues and delivery times have been adequately addressed, I will consider putting the face mask offer back.

A simple way to reduce Customer Service complaints would be to edit the announcement bar to link to a page with current production times for all products.

Most customers accept longer production/delivery times right now - as long as you tell them what to expect. It's not telling them that causes anger & distrust.

Thank you so much, Jessica! Good to know. I will just wait. Also good to know about the size. One size definitely doesn't fit all. A mask was provided for me at work and it's huge and unwearable. Hopefully the masks sold here will fit most people, if not all. :)

I waited almost a month for my 2 masks but worth the wait, I have to say they are nicely made and double layered as the artwork print was great as well.( hopefully my customers did not wait as long as I did. After I contacted CS that's when they were shipped out. My mask are a little too big under my chin because my face is smaller but I just tuck the bottom under and it works.

@Bellesouth Studio
You asked: "Asking again if anyone has the basic measurements of the mask height by width, please? I know some of you have received one."

I took some measurements of a mask I just received and the width across is 6 3/4 inches.
The height at the stitching along the edge is 3 1/2 inches.
The height at the center where it stretches is 6 1/2 inches.

Hope this helps.

Thank you Gill Billington, I will have to check it out.

Abbie, I sent a PM to your FB page, because it was the only way I could attach a pdf to it. I'm aware that it's not your realm of duties. I was asking if you could refer me to someone who could help. It shows that the message was seen by you on Wed at 7:04 pm.
So at this point my buyer has 1 mask missing and one defective.
And I'm also out two masks because I gave her mine. Which were incredibly large.
Allison's order #1525167
My order #1557325
If you could point us to someone who is responsive it would be greatly appreciated.
Thank you

Abbie, This is how large the two I received were.

https://scontent.fbed1-1.fna.fbcdn.net/v/t1.15752-9/103590623_2601104253464966_8792703871299727887_n.jpg?_nc_cat=104&_nc_sid=b96e70&_nc_ohc=AxS91Ogo_Y0AX9eDYEc&_nc_ht=scontent.fbed1-1.fna&oh=2d01b55b70e2e4c19f7528fec15f9854&oe=5F03894D

I am really sorry, I didn't look at it. I dont read pixels messages on fb in my time off. Sounds bad but I rarely take time off so guard it.

I don't need pdf's. Customer support will have asked for a jpg.

I've just refunded you both two masks each.

The masks are not going out in order. They are going... Just not in order for some system the printer is aware of that I'm not party to

Asking again, anyone can provide the following info?

Is there a CS manager that I can contact on behalf of my client? Would appreciate receiving a name, email address and phone number.

She ordered 20 masks and was promised a NEW shipping date of May 27th. That did not happen and there has been no response to her emails to FAA customer support.

Thank you
Nadia

Nadia, You have to contact CS and give them the order numbers. If your client didn't hear back from CS its could be because her email is blocking them. I had no problems hearing back from CS. I got 3 refunds promptly.

@Jessica Jenny, Thank you for your advice. She's not looking for a refund at this time, she really wants the masks. They did answer one of her emails where they promised that the NEW shipping date would be May 27th which has come and gone. I will contact CS today on her behalf. Thank you again.

Can you place your masks on this link?

I just ordered two masks from SOMEONE ELSE!!! That's what a mess this is.

Oh, did I mention (three times already) that I had 12 orders cancel before shipping. Yeah...

@Susan Warren, I understand your frustration. To limit my reputation being knocked by angry customers, I give updates on my FB page and send emails to my clients advising them of the backlog as we are in unprecedented times, Covid 19. I just did a post asking all my clients to provide me with their, date of orders, order numbers & that I would follow up on their behalf with FAA customer support for all those that are over the production time and have not been shipped. I also give them the link to contact CS, if they would prefer to cancel.

I truly believe that FAA is doing what they can to get the masks out on time and also the feedback on the masks that I have gotten so far, all with the exception of one, has been very satisfied with the quality of the masks. Sure there are things that FAA could have done better but we can also do some things to keep our relationship good with our own clients.

Thank you
Nadia

Reading through this discussion and didn't see an answer to the problem my customer is having.

I have a customer who was billed for her order but has yet to get them.

The order was placed on April 18th. from Goodland Florid. Since then she has been billed for the order.
When she contacts Customer Service can she cancel the order and ask for a refund. It doesn't seem like they are ever going to arrive.
I'm asking here because I now that is going to be the next question I get asked.
Thanks

Nadia, I appreciate your help. Having said that I have apologized at least four times on social media.....twice on my own page - and twice on an animal rescue page followed by 5,000 people (where I created a fundraiser). I have privately discussed this fiasco with several customers and helped where I could. It's pretty hard to offer any help when my emails are not responded to....nor the emails sent by customers. I'm done. I'm done defending my hard-earned good reputation and I'm done being embarrassed by this.

My order of April 19, just arrived today (June 8). They were very different in size and quality control. The one was much smaller than the other one.

My fear is that clients will not want to order artwork through Fine Art America, thinking that is the quality of the artwork. Can anything be done to assure clients.

Eunice, I have had 3 clients tell me directly they will never use FAA again after their experiences. Very upsetting. One of them planned to buy prints from me but then said they do not trust the site after their mask experience.

Susan, why are you still selling masks? Is it worth it? I stopped selling them after the first week and I'm so relieved I don't have to deal with this anymore.

@Eunice Warfel & Chance Kafka, I didn't think of that. Good point, possible loss of sales on other products in those instances where the quality of masks are not up to par.

@Jessica Jenney, I have stopped promoting the masks but would like to continue doing so later on, when things settle. If I remove the product, would I then have to reposition the photos to my liking on the masks all over again?

Nadia, yes I chose a small selection of masks to sell (about 50) so I could reposition the artwork on them individually. A bulk edit would make that very time consuming to do.

Thanks Jessica Jenny, much appreciated. I also did not do all my photos but more than 50 for sure.

I ordered five masks on June 4, expecting them to take about a month to deliver. I already had two that I was very pleased with, and thought it would be fun to have more variety. Imagine my total surprise when all five masks (beautifully made) arrived yesterday, June 8. The quality was even better than the first two I ordered and delivery was lightning fast. I'm delighted, but I am concerned about customers who are waiting forever to get their masks. The process still seems to have glitches, which I benefited from, but others suffer from.

This is very encouraging, Lindley. Perhaps many of the ones that are taking so long went out to the wrong people? Maybe customers who've been waiting well over a month would actually do much better to cancel, get a refund, and re-order. There's really no human way all the wrong orders could ever be sorted, so maybe FAA would do well to consider advising people who contact CS to do just that. It would sure beat having people out there forever convinced that the company is irresponsible (at best).

I never received a mask that I ordered on 4/20. I'm assuming it was lost as it was never scanned since it was stuck in pre-shipment.

Here's an addendum to my post here from 2 days ago: I've had a couple of customers who received their mask recently after about a month from when they ordered them. When I asked how they turned out, one said it's excellent and the other one said the fit is great and the fabric is nice against the face. She did have to snip some threads (like I had to do on mine), but that it's totally worth it!

I ordered 4 masks for a family member on June 5th and when I checked out, was notified that the estimated ship date will be 07/02/2020. Yesterday, (June 8th) I got an email that said my order has been shipped, and an update later that the estimated delivery is by 8 pm on June 11th. How awesome is that? I was totally not expecting it at all and so pleasantly surprised ... shipped only 3 days from my order date, wow! Perhaps now they are caught up? This is great news, and I'm hoping the quality of the masks she will receive will be as good as mine, if not better.

I like Nikolyn's idea that for those who haven't received their mask, it might be better to cancel the order, get a refund and then re-order the mask - in case they were delivered to the wrong person.

For now, I've decided to keep selling the masks because of the recent positive feedback on them, as well as my own experience with the ones I received for myself. Still waiting to hear from my other customers, who should be getting theirs any day now. I have a feeling that the company is doing better in the production and shipping of the masks, but time will tell. I can empathize with those who've had a negative experience with their own sales (which I had at first), and send my best wishes to everyone else still waiting on theirs. I'm giving FAA a chance to redeem themselves.

Emerita, and now there is a shipping charge, so many wouldn't want to reorder. But the shipping charge may slow down the sales, so that may be a good thing.

I just received my mask that was sent put as a replacement and it came by UPS mail. The first one was sent by USPS mail. Why the difference?

@Emerita Wehhling, That is indeed good news! I also have been enquiring with regards to some of my clients orders and within 24 hours, I have been advised that they have been shipped. Regarding, shipping charges that now have to be paid, a lot of companies have it, so I am quite happy that FAA did offer it free of charge for quite some time.

I had stopped selling masks temporarily, but I had more interests in them, so I added them back on my site, BUT I posted on my FB Business page letting people know that it will take up to 30 Days to Ship out, and I also added a Headline to my website stating the same thing. This way people can decide if they still want to order or not. My sister Ordered 3 Masks from me last week on June 4th, and 2 days later she got an email saying that her Order Shipped out. I'm hoping this is sign that maybe they are caught up now and Shipping will be quicker. Either way, I'm still leaving the Headline on my website just to be safe.

I just got the masks we order for our neighbors from 4-19-2020 so it took 6 week! After this experience we decided to not continue offering them.