Christopher V.
Yelp
I admit I'm biased. I'm partial to small businesses. Having owned a small business staffing 30+ employees, I understand being accountable for each customer interaction. I have an appreciation for establishing strong ties with the local community. I get the impression OffBeat has done a great job doing so with their local community.
That being said, I am very disappointed with the poor customer service I received from OffBeat. I was in town filming a small production. When traveling I make a point to support small business, particularly minority owned. I've been building a small art collection as of late and stumbled upon OffBeat. They have a nice assortment of comics, figurines, vinyls and various pieces of local artistry.
After giving the owner, Phillip, a general idea of what I was looking for he pulled out a few beautiful prints by a local artist. After selecting two for purchase he handed me the prints. Prints aren't cheap and while I didn't break the bank on these, I didn't want to carry them out without any sort of packaging. The owner found a pair of vinyl record jackets to use. I was skeptical because of the size difference. I voiced my concern, but the owner assured me it would work as he used the vinyl covers in the past.
When I removed the prints they were creased from the poor packaging. After several failed attempts I finally able to contact OffBeat. I was given the option to have the prints replaced if I covered the shipping. Why would I pay additional monies for an honest mistake made by the business? The owner was unapologetic and reluctantly agreed to ship out replacements. After a couple weeks no replacements, no updates from the owner. I left emails and voicemails. Still no response.
Finally, I was able to catch the owner on the phone. He was clearly annoyed and blamed the delay on the artist. Either way, he should've been proactive with the updates. A couple days later I received an email with a tracking number. ..no content, no sorry for the delay or message of any sort. Just a tracking number. Very passive-aggressive. This time the prints came even worse than before. They were coiled into a scroll and then creased like a letter. Unacceptable. Any business selling art should respect the craft enough to package properly. There's no way I can frame a print with creases. I'm sure they usually do a better job, but OffBeat was completely off base and dropped the ball with a customer looking to support a local artist and small business. I rated two star because the selection is solid. The owner is young and has room to mature in his handling of customer issues.