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If I could give this gallery zero stars, I would. On Sunday I placed an order for a picture that was listed as available and paid £750 in good faith.
Shortly afterwards, I received an email saying: “I’m not sure how this went through, but it is sold out and says this on our site, see below (screenshot of website showing item, with big yellow circle around ‘sold out’). We are unable to fulfil your order and have cancelled the transaction.”
My frustration isn’t that the item was unavailable, as mistakes do happen. What matters is how they’re handled. Instead of a straightforward apology, the message made me feel at fault for their error. That impression was reinforced when I phoned the owner, who sent the email, and was told that “people can add their own tones to emails.”
A simple “sorry, we made a mistake” would have gone a long way. Instead, what has stayed with me and will stop me from trying to buy from the gallery again wasn’t the cancellation itself, but the lack of accountability. It’s disappointing to feel blamed rather than valued as a customer.
