Steer clear.
I have tried to order paint twice from Pixel Burn and have not had the order fulfilled. I need the paint to complete some orders for my business and now I am running behind thanks to Pixel Burn's incompetence, failure to communicate and apparent dishonesty.
The first order placed on 25 June was updated on 27 June with the email notification stating "Your order has been packed and a courier collection has been scheduled." I did not receive any tracking information so I checked my order number on their website, to find out that at some point the payment had failed. Despite placing orders with other businesses on the same day with the same payment method and not having any difficulties.
I then repeated my order on 12 July. By 20 July the order was not yet dispatched, so I called and was told someone would call me back. I didn't receive a callback, so I messaged via WhatsApp. I then received an email to say that they had just received replacement stock and that they would upgrade me to startrack premium and give me a $20 gift card for the delay. They said they they had emailed me about the delay on 17 July but I hadn't received an email.
On 22 July I received an update email that the parcel would arrive the next day, and on 23 July I received an update email that the parcel was onboard for delivery. The parcel did not arrive, and when I checked the order on their website it said that the parcel had been rescheduled for delivery as there was nowhere safe to leave it, despite my being home the entire day and not receiving a "we missed you" card in the mailbox.
On 27 July I contacted pixelburn via WhatsApp as there was no delivery date scheduled and the actual tracking number wasn't provided in order for me to chase it down myself. Their virtual assistant said that the item was on track to be delivered on 28 July, but that the tracking number was not available. The virtual assistant told me that someone from Pixel Burn would contact me with the tracking number, and that the order was both dispatched and also refunded due to the delay.
On 28 July I had not received the tracking number. I messaged via WhatsApp and didn't receive a response. I then called and spoke to "Josh" who said that he would chase it up and call me back within half an hour. I mentioned to him that maybe there is an issue with their system as I've not even got any updates in my spam folder and he said he was going to chase it up with IT. It is 31 July and I haven't received a call back or the tracking number. The order did not arrive on 28 July and again no calling card was left in my mailbox.
I then messaged via what's app on 29 July and did not receive an acknowledgement or response.
I texted their provided mobile phone number on 31 July, a support ticket was supposed to have been created but I did not receive an email with my support ticket number over 12 hours later.
I just need to know whether the paint will actually arrive or if I need to order it from elsewhere. It's been a massive waste of time chasing the order up as well as copping flack from my understandably irritated customers who should also have had their orders over a week ago. I don't care about getting my order for free or a gift card, I just need the paint that I ordered - twice - whether pixel burn sends it or I have to try ordering from another business.
I'd not recommend pixel burn to anyone on the basis of my experience to date.
