A horrible situation...

I've been dealing with a situation over the past few days which has upset and disappointed me, and on top of that has taken a reasonable amount of my time to deal with (which, as I'm working to deadlines, is very precious at the moment). I thought long and hard about writing this blog, but I always strive to be honest about my life and to share with you some of the bad times as well as the good.

It's a situation I've never really had to deal with before and as I don't feel it's right to broadcast every detail over the internet, I am not going to be including any names in this blog post, so the people in question will remain anonymous. Maybe some of you will have experienced a similar problem. If so, I would love to hear from you. For others, it may demonstate that being a self-employed artist is certainly not easy sometimes, and that you will come across situations and problems that you perhaps didn't expect.

The Problem

Recently, I sent some work to a gallery I hadn't exhibited with before. They seemed very nice, the gallery itself looked lovely and the other work they exhibit is of a very high standard. It seemed like a great opportunity. To cut a long story short (and to stop myself from going into too much detail), the gallery in question returned some unsold work to me last week.

As I unpacked the box, my heart sank. The paintings were wrapped very badly - two were wrapped so incredibly tightly and pushed up against each other inside the box, causing the canvas on both pieces to be covered in large indentations, and it had also become very slack. I had delivered these paintings in perfect condition and so to see them in this state was upsetting, to say the least. The other two paintings were left to rattle around in the box against each other without any bubblewrap around them whatsoever, just a couple of rolled up pieces to stop them from touching the edges of the box. These two paintings hadn't suffered any indentations to the canvas, but three out of the total of four paintings had also become marked and scuffed across their surfaces while in the care of the gallery.

To say that I was astounded that such a respectable gallery would return work to me in this condition is an understatement. I was close to tears as I unpacked the paintings, and immediately set to work trying to repair the damage and make them perfect again - in other words, in the condition they had been delivered to the gallery in.

It was obvious that the indentations weren't going to come out naturally, so I used a little trick I know [if you don't know this, it may be useful to you] and used a clean, wet cloth to thoroughly dampen the back of each canvas with cold water. The canvases were wiped all over and left to dry naturally over the course of a few hours. Fortunately, this removed all of the indentations and made the canvases taut again rather than slack. So that was one problem solved! I was then able to wipe some of the scuff marks off the paintings with a damp cloth, but there were several small areas where the paint had been rubbed off or marked so much that it required re-painting instead. So I also spent several hours mixing up exactly the right shade of paint for each painting and touching up the areas I needed to.

I would like to make it clear that all of the damage was, thankfully, repairable. The paintings are now perfect again and I've made sure that they are in their original condition. Each one has now been wrapped carefully, and I can only say that I'm glad they're with me again, safely stored in my studio. At least I know they're not going to get damaged here. However, it took literally HOURS of my time to deal with this problem.

What surprised me even more than the state of the paintings was the gallery's reaction to the problem...

The Reaction from the Gallery

I felt so upset on the day I received the paintings that I spoke to my boyfriend first about the situation before contacting the gallery. He was as incensed and disappointed as I was, and we talked about what I should do. I decided to wait 24 hours before getting in touch with them as I wanted to feel a little calmer before discussing it with them.

The following day (Friday) I sent an email, explaining as reasonably as I could what had happened. I didn't get angry - I just told them the facts of the situation and that I was shocked to receive my work in this condition. I expected an email at some point during the afternoon, as whenever I've had any issues at all with galleries before (and I've exhibited with many over several years), they've always contacted me almost immediately to try to sort out the issue, and are invariably very apologetic and helpful if anything has gone wrong.

So I waited.

And waited.

Skip forward to Wednesday morning (yes, this morning) and I still hadn't heard anything from them. Five days had passed without even an acknowledgment of the email. So I sent another quick email asking whether they had received the first one.

This time I got a short reply, basically saying that because there were no images of the damage attached to the email that they "couldn't assess the problem".

Fair enough regarding the images, but if they wanted images why didn't they contact me as soon as they heard there was a problem and request some? Even without images, I'm trying to imagine in what type of situation is it acceptable to ignore an email telling you that some paintings you have personally packaged up and sent have been damaged? And also, at the most basic level, not to email in return to ask any further questions or even to send an apology?

It's actually this part that I can't understand. My disappointment with the treatment of my work aside, the very least I expected was an apology or some indication of where we go from here. A wall of silence is something I totally didn't expect from a gallery of this standing, and when they finally do reply (after being nudged into it), I didn't even receive an apology! Not once was the word 'sorry' mentioned in their email and it seemed that all they wanted to do was pass the blame on to me in various ways, or give excuses as to why they couldn't do anything about it.

I didn't want compensation, and as you can see I repaired the work myself as soon as I could. What I did want was enough respect for me and my work for the gallery to actually seem to care about what had happened and to apologise for it. If a similar situation occurred with one of my buyers, I would contact them immediately, assume responsibility, apologise and correct any mistake or damage. When I expressed surprise in my third email that they didn't even think that it was the right thing to contact me to apologise, or to request photographs, I finally received what amounts to a reluctant apology but little else.

I have decided to stop showing my work with the gallery in question, and I wouldn't even be writing about this now if the same situation had occurred but their response had been different. If they show such a lack of respect to the work in their care and indeed to the artists who show with them, then I wonder what real respect they have for their clients. I would hate to think that work purchased from them would arrive at a buyers house in a damaged condition, and from the evidence I've seen I couldn't guarantee that it wouldn't. I don't want to be associated with a gallery like that.

I'm fortunate to have the support of several other galleries who have never treated me, or my work, in this way and I will continue happily exhibiting with them, while looking for another gallery I feel I can have a good and respectful relationship with.

I guess the moral to this tale is that not every great opportunity turns out to be so great after all. It's a real shame, but I feel relieved to have discovered this sooner rather than later.

Comments

[Victoria Targett]

How awful. Can't believe a gallery would be so poor at packing up pictures or in dealing with your email and comments. Just shows you've made the right decision not to deal with them again!!

[louise]

That is dreadful! I'm so sorry to hear this has happened to you, clearly the gallery is not deserving of such talent if this is how they behave!
I would suggest you collect the comments and thoughts of your blog readers and forward them to the gallery, in an attempt to save them treating other artists in the same way, another artist similarly treated may not have the restraint not to name names!

[Paula]

I'm betting they didn't apologize because it would be the same as admitting guilt. This would put them in a negative situation if you were to sue for damages.
It does seem to me that the person monitoring the emails is about as professional as the person who packaged your paintings. Perhaps even the same person? So they imitate an ostrich and hope everything goes away rather than deal with it. You may want to include a shipping clause in any contract you sign and take photos when you receive paintings back. Good luck!

[Katriona Chapman]

Hi Natasha,

I haven't much experience with galleries, but did have a similar experience with a piece of mine that won a competition and was exhibited in a museum for a while. They sent my drawing back to me in a large jiffy bag, with no card of any kind to keep it stiff. As it was a framed drawing, behind glass, of course by the time the package reached me it was essentially just a big bag full of broken glass. The drawing (thank goodness) wasn't damaged, although it very easily could've been!

In the end I didn't contact the museum to let them know what had happened... mainly because there was no damage. But I kind of regret it a little bit... I feel I should've told them so that they could avoid making the same mistake again.

Sorry to hear that your gallery was so bad at deadling with the situation, I'm sure you would've been a lot less angry if they had just admitted responsibility and apologised. Grrr... such a shame!

[Cat Black]

Natasha, I'm so sorry to read about your bad experience with this gallery.

I've heard similar stories from other artists and the only positive thing I can think of is to treat it as a learning experience and never hand over more than one or two paintings to a gallery you've no previous experience of dealing with.

Nicky x

[sara girlscantell]

oh gosh! how disheartening to read - you certainly have every reason to be upset about it. i hope your week gets better from here!

[leon]

We never imagined this kind of reply. Good that you are no longer associated with this kind of behavior and these people!
It is their loss.
You are on to better experiences now!!
xx {O}

[Ersi Marina]

Hello Natasha. I'm sorry you had to go through such a maddening experience. Obviously that gallery is not up to its responsibilities and that's the reason they avoided answering your email. They are legally responsible for the state of the artworks entrusted to them and they would have to actually buy the damaged pieces if such damage could be proved. I wish you had taken those pictures but it's not your fault, of course. Maybe you remember that I run an Exhibition Hall in Spain. We are totally responsible of the fate of the works of art in our halls and we have the legal obligation to compensate the artist for any loss or damage caused to their work while in our care. I hope you never have to face a similar situation again but, if you do, take a whole series of pictures of the paintings, from the moment they are half out of their packaging till they are completely unwrapped. Take close-ups of the damages too. AND photograph each painting before you send it away to any gallery in the future, so nobody can say they were already damaged when you shipped them!

[Chris Petty]

My first experience with disrespectful treatment of my art came early in my career. In my graduation show I exhibited a fountain in the style of Picasso. It featured a mermaid that spouted water out of her ear:)

When I arrived at the preview show the Vice Principal thrust a glass of champagne into my hand; and in an unprecedented gesture he offered to buy the fountain to grace the foyer of the new college building.

I was very flattered and the college made a lot of mileage from the publicity with the assembled dignitaries. All I had to do was come up with the price. So not wanting to appear greedy I only charged them the cost of the materials. Sadly this was too expensive for them. It seems their ardour had gone flat like the bubbles of the champagne they toasted me with.

When I came to collect the fountain later in the week. I found it abandoned and forlorn in a windswept corner of a disused yard soiled and covered in leaves.

This is where the happy ending should be inserted...sadly there wasn't one:(

[cjy]

Heavy sigh...yup. The difference between the problem I had and yours is that the gallery in question did apologize and offered to compensate me. I did not want compensation either - just reassurance that it would never happen again. I took them at their word that they would do better next time only to have a ridiculously badly packaged refrigerator sized box of paintings arrive thankfully - undamaged - but only by the grace of the painting gods! It really does make you wonder how they ship to their customers. Do they just cut corners when returning work to their artists? And what is the benefit to them - saving a little time and money?
Good riddance to them Natty. So glad you were able to fix the work and thank you for posting this.

[Dorothy]

Oh Natasha, I feel very sad and very angry on your behalf, I know how very carefully you pack your paintings and the ones I've bought have always arrived in perfect condition even when the long international trip hasn't been so kind to the external box.

I think in any case (artwork/painting, rental accommodation, car damage etc etc) it's always worth taking photos of damage .... it makes it harder to refute. However it's also completely understandable that this never entered your mind at the time: your first concern was for the painting and so your first action was to try to "heal" them.

I think you should actually name the gallery, if only so that people who might be buying from them have the opportunity to check with them that future packaging will be secure if they choose to purchase from them. Future buyers or possible exhibiting artists deserve to be warned, and given your treatment at this gallery's hands they do not deserve your courtesy. Also I think the many galleries who do take very good care of work should not be affected because buyers and artists are reluctant to buy because of the risk of work being damaged in transit. So having thought about your experience I really still think this gallery should be named.

I guess this experience is one reason why I am reluctant to buy from galleries I do not know .... it's scary to know that people may not be as careful/decent as they seem. I guess it's why I have always preferred to buy direct from you - I know you care for each of your paintings as if they were a much loved child, and you respect and trust your buyers to treat them with care and to love them.

So sad for you that your paintings, and you, have been treated like this. I'm thankful that there are other very good options, but I do not know how one can be sure who falls into which category upfront.

xxx

[Jannie]

Natasha, I really understand how hurt you must be that the people who work in the gallery concerned had no regard for your paintings, your time or your feelings. I agree with Nicky that it might help to see it as a learning experience and Ersi Marina mentioned taking photographs before and after. Also, you could list your terms and conditions and ask new galleries in future to confirm perfect condition of received items- by default if they don't contact you within 48 hrs. Are you concerned that you will face legal action by the gallery if you name them?

[Fiona]

I think you should name and shame if only to warn other people who may be thinking of giving the offending gallery some work. You could just post that you won't be exhibiting at xxx gallery any more. You readers will know exactly why.
I can imagine how upset you must have felt and I'm glad you could repair the damage.
Your work is fabulous by the way. I always look forward to your posts showing your new work.

[David C Hill]

I'm sorry to hear you've had to go through this nonsense. These people should have more respect for an artists work. Sounds like they got a monkey to pack your paintings. Having said that I'm sure a monkey would have done a better job.
I've had comics posted back to me all creased up, but it's not the same thing - I still understand where you're coming from though x

[Evan]

I have had a similar experience, though not with a gallery. Just after college I found myself talking to a rep from Hallmark cards who seemed very interested in my work- would I send my portfolio? Yes, I would, & did. Two weeks went by, then another, then it was a month & not a word. Finally, I called the guy who seemed very surprised...& two days after that I got a form letter indicating Hallmark wasn't interested. And a few more weeks went by...called the rep again. He seemed very surprised that I'd been rejected (yeah yeah piss down my back & tell me it's raining....some more) & said he'd check into why I hadn't gotten my portfolio back...two weeks later- the portfolio arrived so badly packaged that another package (silverware, if I recall correctly- I didn't OPEN the package- it was obvious from the label) had fallen into it.

Best revenge is a combination of karma & word of mouth. You have an audience (following?) for your work- if the gallery had an ounce of sense, they'd have realized that. As has already been said- their loss.

The Peacock & the Moon- beautiful!

[sherri]

name the gallery. they need to be called out. you owe this to other artists who may deal with them. you could name them in the comments here so it is more subtle, but you really should disclose. they will just go on doing this to others if you don't. thank you for this post!