Regular readers of my Blog will know that I was keen to try the new Derwent Watercolour paper (for use with coloured pencils) and indeed planned to use it for the next couple of commissions. I ordered a pad of A2 size (approx 16.5" x 24") as the commissions are for large sizes.
I was disappointed that the parcel was damaged on arrival and most of the paper was horribly creased down the middle. I took several photos and emailed them to the SAA Customer Service Team.
SAA advised me to remove a sheet of the undamaged paper for my commission. They said they would ship out a replacement pad and a 'freepost' return label so I could return the damaged pad to them.
The replacement pad arrived today in perfect condition. When I unwrapped it tonight there was no freepost label - just a note saying the SAA do not require the damaged pad to be returned and I can keep it with their compliments.
I've just sent a thank you email to the SAA. As the paper size is so large I will be able to cut down the damaged sheets for smaller works - say A4 size. I'm very grateful to the SAA for the excellent way they responded to my problem (can't really call it a complaint as the damage was obviously caused by the delivery people).
I've been a member of the SAA for many years and this is the first problem I've had with a delivery. They dealt with the problem fantastically and that is what counts. I can't speak highly enough of the SAA and their customer service team