UPDATE: Great Customer Service Recovery – Thank You, Amanda!Just wanted to follow up and say how grateful I am to Amanda at Jerry’s Artarama for personally reaching out and going above and beyond to make things right after my recent experience. We’ve worked together a number of times over the past couple months, and she’s always been incredibly helpful, kind, and attentive to detail.While my last visit didn’t go as expected, Amanda handled the situation with care, ownership, and a genuine willingness to listen and improve things moving forward. That kind of accountability and follow-through is rare—and says a lot about the team she's leading.Thank you again, Amanda. I look forward to continuing to work with you and supporting Jerry’s.-----------‐---------INITIAL REVIEW:Can one bad experience erase over two months of great ones?For the past couple of months, Jerry’s Artarama has been my go-to. I’ve come in regularly, purchased multiple pre-built frames, and always appreciated the team’s help installing hanging kits and offering quick assistance with a float on a pre-cut mat. The frame department had been friendly, knowledgeable, and supportive—until last week.This time, the energy was totally different. I was met with passive-aggressive behavior that made me feel like an inconvenience just for asking for help. A cue line was suddenly in place—something I’ve never seen or been told about before—but the area was empty, and there didn’t appear to be anything going on in the back. The framer helping me seemed disinterested and dismissive, and clocked out immediately after assisting me, like she just wanted me gone.It left me questioning this unspoken rule that they only help you once if you’re not spending big on custom frames—something that was even subtly hinted at by one of the framers. I’ve spent plenty here, and consistently—but this time, it felt like I was being penalized for needing assistance that had previously been understood as a paid service. That shift in tone was disheartening.To top it off, I brought in an 18x24 print that was just an inch too large. I was told it could be trimmed in the back, but instead of a clean cut, it came back jagged and uneven—like it had been hacked with scissors. No heads-up, no explanation—just handed back to me with zero care. Honestly, it was shocking to see.I had over 15+ custom 24x36 pieces lined up that I was planning to bring to Jerry’s for custom jobs—now, I may be going elsewhere.I really want to keep supporting Jerry’s. But this experience left me feeling small, frustrated, and unwelcome—and that’s hard to forget.
Response from the owner: Hi Mark!This is Amanda, the store manager. We have worked together on a number of occasions. I am so sorry you had a bad experience here at Jerry's! If you would, please reach out to me here at the store at 615-731-5901. I would like to hear more about your experience and see if I can figure out how to remedy this for the future. Much appreciated!
