I have ordered twice now (stupidly forgetting I had ordered once before) from this company. I hate to leave a bad review - but like so many others, my experience hasn’t been good. The first order was hugely delayed, the second order (sons Christmas gifts) were ordered early December, no sign before, during or after Christmas. Apparently it got stuck on a pallet too! I have received a refund, but utterly disappointing experience both times, and a disappointed son for Christmas, I will never use this company again. I ordered from another company - same items - and received within 4 working days.

Order placed on 8th Jan. Website has a link to track items which have been dispatched which doesn’t work. I have rung to leave a message querying delivery but no response so far. Any kind of tracking info would sort this out even if delayed.

Pathetic service -communication worst company that ive ever dealt with

I have had no Tracking No for either parcels. The order was made on 13th Dec. 2021. I phoned and was told there was a pallet problem and they would send another parcel 13th Jan 2022 still no parcel or tracking number!!

I had a problem with a delivery just before Christmas but this has now been resolved due to very unforeseen and unfortunate circumstances beyond Great Art's control or mine. However, Great Art has been very understanding and the product is now with me and I am extremely happy. So, Thank You, Great Art, for your understanding regarding the delivery situation.

I placed an order at beginning of December 2021. No delivery as of 6th January 2022 despite my patience. They have, now, provided two Tracking numbers with pleas of my goods being delayed on pallets!? I have asked for a Refund. Not interested. I have given them my mobile number to ring me to discuss. Not interested. They are quick enough to take my £139.00! So, I am in limbo land - for the moment!!! DO NOT USE THIS COMPANY!

Lots of negative reviews for this company, and while I can't speak for the experiences of others, my own experience was much more positive. I ordered about £170's worth of paint on November 3, and when the order had not arrived after 12 working days I called the customer service line. It immediately went to an answering service, which worried me as I had read many of the bad reviews on here. I was delighted to receive a call-back within 15 minutes, however, and the customer service agent - Matt - was very helpful. He came across as genuinely eager to solve the issue and quickly determined that the package had been delivered to an old address due to a glitch in the system. He managed to sort the problem out, and offered to replace the items at a very generous 25% discount. All of this was done at the very end of a Friday afternoon, while he was working from home with a stinker of a cold. Top lad. I genuinely think the problems people are having are due to technical difficulties, no doubt deeply exacerbated by Brexit, given that their distribution network is based in Europe. I give them 3 stars, which breaks down as follows: Plus 2 stars for range of products Plus 2 stars for value Minus 4 stars for messing up the delivery so badly Plus 3 stars for Matt's customer service. So Charlie, if you read this, get that man a bonus.

No dispatch message sent, so when I needed to cancel my order (because it looked like they were not even processing it) I was told I wasn't allowed because it had already been posted. I was then told that it would be delivered by yodel and to reject it. I waited and about two weeks later it was delivered by royal mail, so I had accepted it not realising it was their parcel rung up, they said they send me a return label. It was dated 6th November (original order placed 23rd oct) and I posted it back. We are now 16th November and despite them telling me I'd have my refund by yesterday, still no sign of my refund whatsoever. They've held onto my money now for almost a month, and I had to go buy the items else where because of their poor dispatch processing. I am now having to raise a complaint with the bank for the refund. Very poor service that I won't ever use again. This morning received emails claiming I should of had "proof of return" however the postage label that Great Art provided was a non-trackable general small parcel label. They are now blaming me for their fraudulent behaviours and bad customer service.

I wanted to visit in person after lockdown, because there is no substitute for actually seeing some of the brushes and paper. I walked ( to avoid public transport). There were no customer toilet facilities. Quite surprising.

I have used Great Art for some time as I like their products but have become increasingly frustrated with just how long their delivery time is - it's ridiculous. Every late order is chased by me and, although they're very good at responding to emails, it's always the same story; 'the courier let them down' (get a new one!!), 'they don't have enough drivers' (hire more ffs!!). It's a competitive market out there so please, everyone reading this, check out the competition (Jacksons, Pegasus) as no one else seems to take anything like this long. I only placed this most recent order because I had existing products of theirs that I had to match. I'm so sorry to leave this bad review but I think this kind of 'service' is pathetic and there's no excuse.

Terrible customer experience with deliveries and customer service. Their products and ranges are great, but at least twice I have been told, after asking for an update on outstanding orders, that 10 working days is what they expect for deliveries, and the fact I had been waiting 12 working days (orders arrived on the 13th and 14th working day) was only two more than that. Also not replying to social media dms. Please sort your customer experience out.

I'm writing this mainly about the excellent customer service I have received in respect to problem I had with a faulty Siena frame. I bought this instorebut found it to have marks on it where sticky tape had been attached at the corners. This was a factory fault but a nuisance for me as, living outside London and unable to return it, I had to repaint the frame before I could use it for a client. I emailed Great Art with pictures as I thought they should be aware of faulty goods. I was very pleased to get a swift reply from Luke in customer service and he has now sent me a second frame as a goodwill gesture - I can't give a five-star review simply because there was a problem to start with, though Luke's attention to this problem is worthy of five stars as we had to go round the houses a bit on since he is meant to deal only with online sales. Many thanks.

Ordered on 24th August order arrived today with one item missing, rang up told it was warehouses fault, the gentleman tried to reorder the missing item and now told its out of stock, where has my item gone, paid for goods immediately, told refund will take two to three days, don't order it you actually want the item you ask for, this is not the first time this has happened, if you need artpaks order from jacksons art you have to pay £20 delivery but at least you get the product and it won't take 11 working days to arrive UPDATE Still no refund

totally hopeless company! As others have commented their delivery is a joke. I ordered 3 weeks ago and have heard nothing. I phoned up and got the "lost pallet" story which seems to feature in previous reviews. Avoid like the plague.

In May I placed an order as a Birthday gift for my mother. When it didn't arrive I contacted the Great Art customer service line. The customer service agent was polite and explained that there was a hold-up at the European mainland depot. The advice was to wait on. another 15 days passed and still no order. Contacted again and this time the order was stuck in the UK customs warehouse. Waited again (now in mid-June) no order. Contacted again, this time it would be delivered. Date of delivery given, mother told to expect a parcel. No delivery of the order. Contacted again, told it was delivered, check again. No order delivered. (end of June). Contacted again, informed that it was sent to an old address despite the correct shipping and billing address given. Contacted again, told that a replacement order would be sent out. No order delivered. Contacted again on 19th July and requested a refund for the order and confirmation of refund. Assured that it would be refunded. No refund or confirmation of refund. August, three months on, and still no sign of order or refund. I work Internationally, and the costs and my time to contact Great Art exceed the value of the order. All I can say is, that actions are more important than a few polite words. The title of the company needs to be brought into question. Certainly not 'Great' and definitely no 'Art'. Shop at your peril.

Never, ever, have I felt the need to right a review on Trust Pilot before, so this speaks to how disappointed I am with this company. I placed an order late June and have receive no word as to where my order is or why it has yet to arrive. When attempting to phone the line drops and I have little faith that I will receive any helpful response to my email. My order was placed to my parents home address and due to the appalling service I will have to pay extra to have it delivered to my university address. This is totally unacceptable and would say AVOID AT ALL COSTS. Honestly I now want to cancel my order and have a full refund but have no way of even doing that. I understand having an issue with suppliers but the complete lack of transparency is in excusable. I would also like to point out that I believe the Terms and Conditions have not been followed. Under delivery the company states: 6.4 Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will: 6.4.1 let you know 6.4.2 cancel your order, and 6.4.3 give you a refund. After more than 30 days I have still yet to even hear from Great Art in an any official capacity.

My initial order (almost £300) was June 24, like other have written, I was told to phone back after the 10 working days - “if it hasn’t arrived by Friday, ring in Monday for sure.” I rang three days in a row: Monday, Tuesday, Wednesday, I either got their machine or nothing. Now, I began to become anxious that some fraud had been committed. I finally reached a person on the end of the line who said (claimed?) my order was part of a palette dated June 24, that has got lost - “they’re searching for it”; a promise to call me back was made but never kept. I then emailed on the advise of PayPal in case the need to claim the payment back (which I may do: they give you a window of 180 days after purchase). I left another message, sometime later and got a call back two days later from a guy, who was super helpful; the date was July 20 - 6 weeks after my order was paid on line. We went through the process of re-ordering and replacing items that are no longer available. I am now almost out of acrylic medium, and I’m gonna have to order some from Jackson’s or Atlantis. Do I trust that I will get my order? I want to say yes, I’ve used them so often before, but I have fraud paranoia because internet fraud has been so rampant during the pandemic. Why can’t they update their customers...like every other website (I bought a cat tree from a company who couldn’t stop updating me. Bless ‘em)! Fingers crossed 🤞 July 29: order arrived!

An £80 online order on 6 July shows no sign of arriving. Impossible to get any phone number answered. Don't risk it! Used to be good, have frequently ordered in the past but no longer, can't afford to loose money at this rate!!

Great in shop not a online shop talking about delivery!

Pretty much the same enormously poor experience as everybody else! With poor customer service. I placed my order, it said a 7-10 day window (working days only). They don’t provide you with a tracking number, but claim it’s tracked. Didn’t get any shipment updates. Assumed it was coming from the U.K. as it doesn’t state otherwise. We got to day 7 and I emailed asking if the tracking number was available, they replied saying it would only become available within the 7-10 day period, and advised me to reach out again 3 days later if it hadn’t yet arrived. It didn’t arrive. It’s now gone over the 10 days, so I emailed yet again asking for the tracking number and had no reply. I decided to call and was told my order was delayed and it would be with me within 2 days. Still no tracking number given to me. I finally got an email reply back with contradictory information - saying yes there are delays and that it would be with me by the end of the week or early next week (not the ‘2 days’ as specified by another colleague), and again still no tracking number provided to me. Also this was the first ever mention of it coming from Germany! I emailed back but of course no reply yet. After reading these reviews I’ll be phoning again tomorrow with concern.