[collector]

Just been refunded on all 4 of the prints I brought, not happy but at least I have some money for Micallef prints in a few weeks time. I agree about the Faile print system, they have to get it sorted, not only as it upsets customers but look at all the work they now have to do refunding people. Very poor.

Regarding the refund currency conversion fees I can't seem to see any information relating to this on Paypal. I'm based in the UK but paid with my American Express card which seems to do all transactions in dollars. Will I be all even now the refund is back in?

[finsburyparkranger]

collector said:

Just been refunded on all 4 of the prints I brought, not happy but at least I have some money for Micallef prints in a few weeks time. I agree about the Faile print system, they have to get it sorted, not only as it upsets customers but look at all the work they now have to do refunding people. Very poor.

Regarding the refund currency conversion fees I can't seem to see any information relating to this on Paypal. I'm based in the UK but paid with my American Express card which seems to do all transactions in dollars. Will I be all even now the refund is back in?

Ouch it could get messy, people may incur credit card charges when they thought they would not be in the red because they recieved a 'refund'.

Refund: To give back, especially money; return or repay: refunded the purchase price.
www.yourdictionary.com/ahd/r/r0120900.html

[BongoBongo]

I've just been refunded and my account is £45 short. What a joke, lets hope it's just a blip and they are sorted out the rest of the money as I type.

[brainthedog]

no refunds for me. got everything I wanted! huzzah!

[jboy]

Don't speak to soon, they are not in order and they are still being refunded as we speak!

good luck though

[ogrgel]

jboy said:

Don't speak to soon, they are not in order and they are still being refunded as we speak!

good luck though

I wish I had everything refunded tomorrow when the dollar drops again and at least make some money of it

[Monkey]

Not a happy bunny at all, Got refund emails on both prints i went for - Bunny boy #7 & Heartbreak in Brooklyn - Green. The missing out on the prints is fair enough, You win some you lose some. The thing that has rrrreeeeaaallllyyy pis*ed me off is that paypal has kindly decided to pocket a tidy sum of £44.61 off my refunds of the two prints. This cannot be right, What there doing is theft!!!!!!

[brainthedog]

doh, good point...ok will hold my breath...damn

[misnomer]

meanwhile some cheeky sod has already got one up on ebay

cgi.ebay.co.uk/Faile-Military-Death-II-Limited-Edition-Of-Only-12_W0QQitemZ260154651441QQihZ016QQcategoryZ360QQssPageNameZWDVWQQrdZ1QQcmdZViewItem

Item will be posted as soon as it arrives from the gallery

- yeah well, that'll be a bit of a wait even assuming they definitely have it

[Strange Al]

I'm in the same boat as many others. Just got the refund on the Faile Mary and ended up being charged £20 for the pleasure.

It's been suggested previously, but everyone that has lost out should email Faile and let them know. I'd suggest that people refrain from angry rants and appeal to their better nature. I've had nothing but great customer service from Faile to date and I'm sure they'll be distraught to hear what's happening.

[collector]

northernmonkey said:

Not a happy bunny at all, Got refund emails on both prints i went for - Bunny boy #7 & Heartbreak in Brooklyn - Green. The missing out on the prints is fair enough, You win some you lose some. The thing that has rrrreeeeaaallllyyy pis*ed me off is that paypal has kindly decided to pocket a tidy sum of £44.61 off my refunds of the two prints. This cannot be right, What there doing is theft!!!!!!

I think Faile has to cough up for any money that has gotten eaten up by Paypal. I know it's Paypal that has taken the money but it's Faile's poor print buying system that has caused the problem. I think this is the only fair outcome, or at least discount from future purchases.

[Pattycakes]

I got done for £50 also. This is robbery, I shall mail paypal, I doubt I'll get anywhere though

[Monkey]

Agree with what your sayin collector. To be honest i dont give a sh*t who pays it back as long as i get it. There is no logical reason why paypal have the rite to keep back money that does not belong to them. God i fooooooookin hate paypal!!!!!

[arcam]

misnomer said:

meanwhile some cheeky sod has already got one up on ebay

cgi.ebay.co.uk/Faile-Military-Death-II-Limited-Edition-Of-Only-12_W0QQitemZ260154651441QQihZ016QQcategoryZ360QQssPageNameZWDVWQQrdZ1QQcmdZViewItem

Item will be posted as soon as it arrives from the gallery

- yeah well, that'll be a bit of a wait even assuming they definitely have it

Even more cheeky is that he's upt his price, it was cheaper early on.

[rob123rob]

I already said this in another thread, but just got back an email from Faile, apologizing for the refund mess, and confirming that the next release of prints in the fall is definitely going to be a lottery system release. I emailed back asking that those of us who got the refund woes be allowed first shot at the next batch of prints, but im sure that won't work...but you never know

[Monkey]

Update people!!!! Emailed faile bout half hour ago kicking off about paypal to them saying it is daylight robbery what is going on there reply was as follows :
We are aware of the situation. Please stay tuned for an email to
address this.

Please accept our apologies, you will be compensated.

All the best,
Faile

Just thought id lift the sombre mood on the forum at the min, Hopefully all will be resolved

[iwouldfollow youanywhere]

northernmonkey said:

Update people!!!! Emailed faile bout half hour ago kicking off about paypal to them saying it is daylight robbery what is going on there reply was as follows :
We are aware of the situation. Please stay tuned for an email to
address this.

Please accept our apologies, you will be compensated.

All the best,
Faile

Just thought id lift the sombre mood on the forum at the min, Hopefully all will be resolved

faile are top people.. despite the mess this time they have always been helpful and do listen to people who contact them

however paypal.. sweet jesus what a bunch of criminals

..in effect stealing money. outrageous

[finsburyparkranger]

jjoschi44 said:

I'm in the same boat as many others. Just got the refund on the Faile Mary and ended up being charged £20 for the pleasure.

It's been suggested previously, but everyone that has lost out should email Faile and let them know. I'd suggest that people refrain from angry rants and appeal to their better nature. I've had nothing but great customer service from Faile to date and I'm sure they'll be distraught to hear what's happening.

Good call jocshi. Remember these guys aren't big businessmen, they're artists who are not used to be working on this scale. They're probably a little stoned and staring at each other in disbelief as they realise what's just happened. No point freaking them out anymore than they probably are right now.

EDIT: Ahh just read that. Good to hear they've promised compensation. Hopefully a happy ending.

[collector]

I agree, Faile have always been just about the nicest guys when it comes to dealing with people. Just a shame they could not see this one coming and got their system sorted beforehand. I'm no merchant but I'm sure having a credit card system would work out cheaper than Paypal too!

[mp]

Just got refunded approximately 31 hours after purchasing my Heartbreak in Brooklyn - colorful edition. I'm pretty disappointed, seeing as it was the only print I had purchased and I purchased immediately once it came on the site. Had I known that there would be such a problem with this print release I would have ordered others that I liked, as I was on the computer for the whole release, just in the hope that I would at least get one.

Haven't checked to see if I lost cash yet in the Paypal of it all, too depressed.

I agree that Faile have always been good to their fans, but this really is a shame. Knowing that so many people on both this board and the Faile Forum have gotten refunds, while I'm sure there are a ton of baggers out there whose orders went through just isn't right.

[rob123rob]

Ordering the others you liked might not have made any difference anyway. I ordered my print about six hours after the initial release..when prints weren't flying off the site, and it said 1 in stock. I ordered it, then it said that print was sold out, got the confirmation email, blah blah...and then shortly ago received my refund email. Doesn't make sense. If their website can keep track of how many of each print are in stock, and if it counts them down, they how could they be over-selling?
Confusing

[stillborncrisps]

Wonder if that compensation will come in the form of crisp pound notes, or....................

...special lil' exclusive print run made only for those who lost out?!!

[finsburyparkranger]

stillborncrisps said:

Wonder if that compensation will come in the form of crisp pound notes, or....................

...special lil' exclusive print run made only for those who lost out?!!

That little special exclusive print run would have to be 10x bigger than the last.

[iwouldfollow youanywhere]

rob123rob said:

Ordering the others you liked might not have made any difference anyway. I ordered my print about six hours after the initial release..when prints weren't flying off the site, and it said 1 in stock. I ordered it, then it said that print was sold out, got the confirmation email, blah blah...and then shortly ago received my refund email. Doesn't make sense. If their website can keep track of how many of each print are in stock, and if it counts them down, they how could they be over-selling?
Confusing

the problem comes when say 4 or 5 people may have hit add to cart on a print like you describe above, showing one available. all these people have it in their cart and all pay for it despite there only being maybe one left.. in that case faile look at who was quickest, they get the print and faile end up dishing out refunds..

in summary.. fastest finger first

[carlito]

gutted just rec'd my refund...and lost £20....

[rob123rob]

I could understand that happening during the first while of craziness on the site, but by 5 pm (NY time), it would surprise me to believe that 4 or 5 other people clicked on the same print as me, the last print of that edition, after it had been sitting there all day. That would be quite a coincidence. Who am I to say? Maybe that's the case, but it seems odd

[rob123rob]

and did anyone else see on ebay right now there is a Strange Encounters POW Faile print for 295 pounds (5 pounds cheaper than POW price). Too bad the edition size is 121.

[carlito]

we're getting an exclusive print

[carlito]

Hey everyone,


So it seems there have been some big problems with refunds to our
international buyers. Can't tell you how bad we feel about this.
Gutted.

We had no idea that this would happen, it's never happened in the
past through the site and we just weren't aware of this being an
issue until now. We feel bad enough with each email coming in from
people who were really looking forward to the prints they thought
they had received and then found they were being refunded. But now to
hear that some people who were overseas are not being refunded fully
due to PayPal or their credit card companies keeping a transaction
fee for currency conversion, is just a huge problem.

I hope you all know how hard we work to try and resolve anyone who
has problems with the site or anything else that involves us. We
always try to get back to anyone that emails along with really
focussing on making intimate works from the studio. We worked really
hard on this print release and were excited to get the work out there
to everyone who was interested. So please understand how sorry we are
for the hassle everyone endured yesterday. We are simply overwhelmed
by this and sorry.

The site was just never designed for the traffic it received
yesterday. Yes, we were able to allow it to function to get the work
out there but our site wasn't built with any kind of regulating
system to stop making it available when PayPal determines something
is sold out. It is something we have to do manually. If you put
something in your cart or don't keep refreshing the site you won't
see that it has already sold out. We just have never had a problem
like yesterday until now.

This is why we are moving to the lottery system, you will be able to
put your name in the virtual hat and will only have to pay if you've
"won" the lottery. This will clearly be much better. We just couldn't
get that going for this release and frankly never thought we would be
having these problems.

So this is what we are going to do. We are planning to make a brand
new limited-edition print for all those who have been charged in this
way. This basically breaks down to everyone from outside the country
who received a refund from this print release. Sorry to our US
collectors, please don't be upset by this. You weren't charged in
this way, so please understand.

The print run will be editioned to the exact number of people who
fell in this category. It will be a new print made to reflect how
bummed we are that our faithful collectors had to go through this and
it will never be released again. We will pay for shipping. You may
have to give us a little time to get this all sorted, work on the new
piece, get it printed and shipped to everyone and there are quite a
few of you. But we are on it.

If you haven't received a refund at this point you are probably all
set and will be receiving the work you picked out. We will be
shipping in the next 2-3 weeks.

The work in the Fall will feature more Originals and some pieces on
Wood. It will all be via a lottery so you will have time to think
about what you are looking at and make more informed decisions and
will only pay if you've "won." Then that will probably be it for
awhile we will be focussing on new work for 2008 and really need to
spend some time on that.

Thank you again to everyone who showed up yesterday. Please accept
our humble apologies in this matter. We are really sorry for the
inconvenience and will do our best to make it up to you.

Our best,
Faile

[rob123rob]

explain