Anyone Else Completely Frustrated with West End Gallery?

[SallySkelington]

Why would Disney use a company like this? They obviously don't value their customers. I will never buy artwork from them. Ever.

 

[Dizzyworld]

Why would Disney use a company like this? They obviously don't value their customers. I will never buy artwork from them. Ever.

I agree. These companies do not seem to go along with Disney's customer service. I know many seem not to have problems with this company, but too many seem to have problems. Disney needs to get more involved.

 

[Beachbumpirates]

Hi there,

Is it just me, or does it seem as though West End are having supply problems which could be a result of them not paying bills. Overall something seems not to be right, buyer beware.

I agree this may be part of their problem. If they had the money to order the pieces we all would be happy. The girl I spoke with told me they had a small return budget and it would be weeks before I eventually made that list. I think they are literally working on a week by week basis at this point.

Keep in mind our cruise was 10/30/10 - almost 5 months ago!

Still have not received our credit from DCL yet also. I was told on 2/24/11 that it should be on my credit card within 2 billing statements. Fingers crossed.

 

[dicelees]

Had a similar problem with West End. Our cruise was the beginning of August 2010, my BF, his family and I bought around 6 pieces. They said around 8 weeks for delivery. My BF's mother called around four times to complain about their ridiculous service. Eventually the pieces arrived in late January (around 23-24 weeks later) and only after BF's mom made a call to Disney to complain as well. After the Disney complaint, it was shipped out in a week.

Definitely won't be bothering with any more DCL art auctions as long as West End is hosting. I'm sure we'll find better ways to occupy our time!

 

[csharpwv]

I am completely and utterly fed up with West End!!!

Two weeks ago they finally contacted me after sending multiple e-mails inquiring as to the status/location of our order.

They told me that our items would be shipped in the next two week --- so we would have our items in the next two weeks.

It's not been three weeks since initial contact, and they are 'trying to decide what they should do to compensate us for our wait time'

HOW ABOUT SHIPPING MY PURCHASE????

I have contacted Disney Cruise Line, and they have contacted me back two times - and it really seems as though their patience it wearing thin with West End Gallery. I point blank informed the Disney Cruise Line representative that West End does not live up to Disney's reasonable and normal customer service standards. It's not that Disney always goes above and beyond - it's that when it comes to customer service, Disney does what is right. West End does not!

So how long do you think it will take for our purchase to arrive at our doorstep? Another 15 weeks? 30 weeks?

They told us 6-8 weeks - and this week makes week 15, so that means that next week is the mark of twice as long as what the original maximum time frame was promised.

Disney offered to refund, but I don't want a refund - I want what I purchased!!

 

[trimix]

Want to hear something funny? Just last week, over 18 months after I was foolish enough to buy from West End, I received an email from West End thanking me for my "recent" purchase and offering me several other pieces. No mention of my problems or complaints, just thanks for being a satisfied customer!

Pathetic! I wonder how they would react if they found out I was one of the biggest complainers about their fraudulent business practices here!

 

[myolite]

We got our refund on 3/16 from DCL!

 

[Maddle]

I'm wondering - has ANYONE received their artwork in the six to eight week time frame?

Maddle

PS - thanks for the heads up!

 

[DisneyPups]

So I just spoke with West End this morning. They told me another shipment is expected in 7 business days. She said she would call me April 1st. My reply: so, MORE than 7 business days? I will seriously give them until next Friday, and then I will have to call Joel from DCL back and ask for my refund. This is ridiculous. Anyway, wanted to update those still waiting that I am too (since December).

 

[SeptBride]

We order a piece in October, same run around with West End. I wish I had read these threads before we went on the cruise.
We finally escalated our issue to Disney in February and got our refund this week. It's too bad they can't do what they promise, it seems pretty simple?

 

[MonicaW]

I used the suggestion of one of the writers and sent an email to a Disney rep who responded the same day indicating that they would look into his. What a coincidence that a rep from West End called us the very next day.
Within 6 business days, we FINALLY received our print plus an additional one for our troubles.

So... it took OVER 7 MONTHS to get our "winning"!
Best of luck to everyone!

Monica

I don't have much to add to everyone else's posts on on constant emailing and calling West End. I "Won" a print as a prize draw during the champagne auction and paid $60 to have it shipped to Ontario, Canada - 6-8 weeks to arrive.

I am posting just to let everyone know that today is 7 months after disembarkation and I am still waiting for the print.

Thanks to everyone for their suggestions. I will continue with my emails and calls to West End, but will also contact DCL.

Monica

 

[Beachbumpirates]

Just checked my credit card online and we too have finally received our credit from our 10/30/10 sailing.

 

[SallySkelington]

We got our refund on 3/16 from DCL!

Thats great! It's good to know DCL is doing something to help.

I've been following this thread for a bit to see other experiences, hoping that maybe it was a glitch but no one seems to have had a good experience. I hope DCL gets fed up enough to replace them. This whole thing is a bit ridiculous.

 

[Ltl Mermaid]

I just recieved an email this moring from DCL regarding West End Galleries. It seems as though they have termed their relationship with WEG. Here is a copy of the email:

5/14/2011


Thank you for sailing with us onboard the Disney Wonder.

Our records indicate that you purchased or won artwork from West End
Galleries/Minerva Fine Art during your cruise. We want to make you
aware that we have regrettably discontinued our relationship with West
End Galleries/Minerva Fine Art. Unfortunately, at this time, they have
informed us that it is no longer possible to fulfill your order, and we
so very sincerely regret any disappointment this may cause.

We are in the process of providing a refund of $X onto the account ending in XXXX, which was used to pay for your shipboard
charges. The transaction should appear on your monthly statement within
two billing cycles.

If you have any questions, please e-mail us at
dcl.guest.communications@disneycruise.com.

Again, I truly regret any disappointment and hope this incident will not
affect your regard for Disney. There is magic in the Disney name, and
we hope to have the chance to sail with you again one day soon.

Sincerely,

Executive Guest Correspondent
Disney Cruise Line

 

[sues14]

The Palm Beach Better Business Bureau has given West End an F.

http://www.bbb.org/south-east-flori...st-end-gallery-in-fort-lauderdale-fl-90019527

I have not bought a price of art on my last two cruises, and I am glad! If anyone calls Disney again tell them that. If that does not make them sit up and take notice then tell dcl that you are reporting on both companies! Then follow through! No one wants a bad rating from the bbb! Good luck all!

 

[jilljill]

I have not bought a price of art on my last two cruises, and I am glad! If anyone calls Disney again tell them that. If that does not make them sit up and take notice then tell dcl that you are reporting on both companies! Then follow through! No one wants a bad rating from the bbb! Good luck all!

WEG is already gone from DCL ships.

 

[SuperRob]

WEG is already gone from DCL ships.

Who is on the ships now? Are they more reputable than WEG? I've heard similar complaints about other galleries as well on other ships. Seems like someone new comes in, can't handle the volume, and then the complaints start rolling in.

 

[3CStuart]

West End Gallery were a bunch of cowboys. We've bought a total of 5 Ducky Williams artist proofs from their auctions and there was a huge delay in receiving both orders (2 in the first, 3 in the second)

Made a commitment to myself that if we ever bought at auction again we'd be carrying the print off the ship with us. If WEG is no longer on board, however, then I would consider allowing their new company to ship to us again.

Makes me cringe thinking about the amount of time I wasted dealing with WEG. Thankfully we finally got what we had ordered.

 

[jilljill]

Who is on the ships now? Are they more reputable than WEG? I've heard similar complaints about other galleries as well on other ships. Seems like someone new comes in, can't handle the volume, and then the complaints start rolling in.

West End Gallery were a bunch of cowboys. We've bought a total of 5 Ducky Williams artist proofs from their auctions and there was a huge delay in receiving both orders (2 in the first, 3 in the second)

Made a commitment to myself that if we ever bought at auction again we'd be carrying the print off the ship with us. If WEG is no longer on board, however, then I would consider allowing their new company to ship to us again.

Makes me cringe thinking about the amount of time I wasted dealing with WEG. Thankfully we finally got what we had ordered.

DCL is doing silent auctions again, at least on the Wonder. They put a couple of days before the last sea day for inspection and then on the last sea day they had the silent auction sheets out from 9am-8pm. They are charging $40/piece for shipping or you could take the piece off yourself.
This is how it was handled on the 8/9 AK cruise.

 

[csharpwv]

THANK GOODNESS THAT WEST END IS GONE!!!!!

I would actually like to think that I had something to do with this finally happening!

I bought a piece, and had the free piece framed. It was right around $300.00

Not at all a huge purchase, but -

I purchased in early December (first week).

At 6 weeks I started contacting WEG with no returned communication.
At 7 weeks I contacted WEG with no returned communication.
At 8 weeks I contacted WEG with no returned communication.

The shipping time frame given on the ship was 6-8 weeks. Not met!

So I started contacting Disney Cruise Line.

The next week I finally heard back from WEG - and then a week later from DCL to assure that I had heard back from WEG. The DCL representative gave me his direct line. When WEG went another 2 weeks with nothing but dead silence, the DCL representative had me write a statement of what had transpired since the transaction - and promised me a full refund, along with a shipboard credit for a future cruise if it wasn't in the next week.

I submitted the statement, and then a week later I received the shipboard credit certificate in the mail, along with a statement of the refund.

The DCL representative contacted me two times to follow up to make sure we were satisfied, and on the last call he told me that he and another shore side guest satisfaction representative had made a statistical presentation in regard to the number of guests that had filed formal complaints with DCL about WEG.

All of that was around the middle to end of May - so it is possible that my complaint, along with those filed before me - FINALLY got that horrible company off of Disney's ships!

They did not meet Disney's expectations for guest service, that's for sure!

Farewell WEG - I won't miss you on our next cruise!

I'm excited to participate in the silent auction!

No more sleazy auctioneers with over priced unheard of artists (other than the Disney artists of course!)