I have had several commissions and so far all clients have been pleased. I usually get 1/2 payment upfront, full payment upon delivery. I usually have several emails and a delivery date; I've never been late. Three weeks after delivery of the piece at issue I just received an email from the client who " tried the piece in several locations and have decided that it just isn't going to work for them." This was a portrait of their baby daughter's feet (no one else wants this) done in the colors they provided. I always say to numerous questions about my work that "I stand behind my work". I guess I was thinking about something being damaged or some issue with workmanship- not someone changing their mind. So here's where I need the help- Do I offer a full refund? What about my lost time and materials? I want a good reputation and wouldn't want someone to keep something they didn't love but should I absorb all the cost? That doesn't seem like good business. I welcome all advice and opinions- Thanks in advance.
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I appreciate all the words of advice. I love that there are so many different ideas- and many I haven't thought of. I will be taking the piece back- they will be getting a refund and I am thankful I learned this lesson on a small piece. In the future there will be clear policy on returns and contracts signed.
I took a commission a couple years ago from a couple who liked a painting at a show but wanted "something bigger in their colors" and then added some landmarks. (I do cityscapes.) I took all their info, contacted them and they sent me 1/2 the agreed amount. I sent them pix of the piece all along the way. They loved it. I sent pix of the finished piece and they loved it. They sent balance plus shipping and it flew away. My response was silence. I knew they had it in good condition (FedEx) so I called and basically said "what's wrong?" "Oh nothing, really...." When I pulled it out of them they didn't like the colors -- which they had chosen and approved all along the way. After some consideration I offered them a refund less shipping and 20%. They were very relieved and assured me "we're sure you can sell this to someone else!" Not really: it was a city no one has EVER asked me to paint before and likely never will again. After many years in retail, it simply seemed a better move to have happy non-collectors than a couple in a big house with a painting they hated telling their friends how much they'd had to pay for it. When I got it back, I painted over it and sold it last year out west. Now, when someone wants to commission me, I tell them, "okay, I will paint that for you, and if you don't like it, you don't have to take it. I will start a new series." I've done a number of successful pieces with this approach - no returns. If you take it back, you'll be painting over those baby feet!
Your clients are experiencing buyers remorse as far as I can tell. That usually has a formal legal time period for them to express such displeasure.
I believe three weeks would be longer than I would say was necessary to find out that there was a problem. You also probably have all your communications with them. I think you have fulfilled your verbal contract with the client and have delivered what you made your agreement for. If you kept them apprised of the progress and a final completed piece before shipping, you shouldn't have any liability.
You could offer to change the framing if this might help, but that would not include shipping since you shipped in good faith originally. And you would have to decide if the frame change would be on their nickel or yours.
Personally, my sense is that you completed your contract with them and it is not your fault if the clients cannot find a place in their home which is appropriate for the work.
The butthead in me says it isn't your problem after delivery and that everything is negotiable as an add-on after delivery should you decide to negotiate a return.
Well it is learned behavior. Ask for the absurd and your ahead of the game if they give you anything. Just makes it worse for the next poor smuck that crosses these peoples path.
I agree legitimate complaints should command attention and accommodations made to make it right but unreasonable request should be politely rebuffed.
Besides, they don't expect to get any money from you because no reasonable person would.
Is anyone aware of a good contract for accepting commission work?
I am sure many, if not most of us, do commission pieces and could really benefit from such a contract.
I agree with Robert LeHay - that this is a personal decision, and sometimes it is better to write it off rather than face lots of trouble or worry. However, I hope that if you do choose to take the "hit," it is not from a place of fear or confrontation-avoidance. This could be a good opportunity for learning and growth. People can be surprisingly reasonable when you fully explain your position (time spent, care taken, exceptions made, a desire to please mixed with a a desire to survive as an artist) and attempt to come up with a compromise that's acceptable to both parties.
I think Sharon is struggling with the same thing most of us would – we want the customer to be happy – even though the request seems unreasonable. I have no idea how much time or material money you have into the project – based upon that only you can decide if it’s worth it to you to say yes or no to the customer. Sometimes it’s a better business decision – or even a personal decision (if it’s going to cause a bunch of worry) – to write it off. In either case I would agree that for future work I would have a well written return / cancellation policy – that way it’s no surprise to anyone.
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