I wonder if you could advise me.
Last year, new client asked me, to design 4 pendents and a belt
buckle, for them to take to the USA to give to their family at
Thanksgiving for an early Christmas present. We agreed a design, a
family tree in the style of a corkscrew hazel tree on a flat
background, and payment terms, a deposit upon accepting the
commission and the final payment upon receipt of the work. She paid
the deposit ok. Due to ill health and a confusion about the date she
was leaving the uk (she told me the wrong date then claimed she
didn’t) meant I had to post them to her in the USA which I agreed
too free of charge as a goodwill gesture.
They arrived in time for her to present to her family, who were
delighted, her Father even cried, he was so moved and she has told
me that her family keep emailing her saying how much they love the
items. She also mentioned that she had a minor problem that she
would explain when she got back.
A week after she got back she emailed me to say that one of the
pendents had a smashed lower left hand corner and that perhaps we
could get together after the holidays to sort it out.
Despite emailing her regarding this matter several times it wasn’t
until today when She finally came to my studio today with the
pendent, nearly 4 months after she had received the items.
She said that the package was not damaged when it arrived and that
they were wrapped very well, yet claimed one pendent was bent at one
corner when it arrived and admitted that her husband had tried to
straighten it ‘by bending it against the kitchen counter’.
Now I know that when it left my studio it was not damaged and since
the packaging was intact when it arrived I know it wasn’t damaged in
transit. The damage on the back is extensive with deep groves gouged
out of the silver and considerable distortion of the flat silver
I don’t know what to do, she wants me to fix the damage free of
charge, which I offered to do before I knew her husband had tried to
fix it himself and refund the tax that she claims she was charged in
the USA, yet she still owes me a considerable amount of money. I
have asked her to send me a copy of the Tax invoice so I can try to
sort it out. I would appreciate your advice on this matter.
I have to add I don’t want her as a future client.