I have been very lucky that so far every person who has bought a model from me has had nice things to say about the horse when they received it. I hope that is always the case, but I know that the odds are if I stick to painting models long enough eventually I will have a bad customer experience.
I receive emails from MHHR. I initially signed up so I could check out vendors references before completing a sale and mostly skim the emails to watch for scam artists. Most of the posts are transaction related, but once in a while people bad mouth artists because they don't consider the work up to par. These make me sad and I can see how some people no longer want to be part of the hobby if they have to deal with this kind of backlash.
I think people need to be realistic about what they are buying. The top artists who are established in the hobby charge top prices. If you are getting a model for a lower price, it might be very nice, but to compare a $35 model with a $1,000 model just is not fare. If a model I bought for $50 gets beat in a show by a model someone paid the big bucks for, is it really a surprise? Sure, those expensive models get beat too and money does not buy everything, but there is a reason why some artists can charge the big dollars and people will pay. They are that good.
It is also important to remember that there is no such thing as a
perfect paint job. No matter how nice the finish is, if you look close
enough, there will always be a flaw. Some models might need a magnifying
glass to find the flaw, but if you try hard enough, you'll find it.
I recently saw one artist get a post on her Facebook page complaining a model was not Live Show Quality. This was a model that had been mailed back to the artist for repairs once already and the artist had refunded all the shipping. The artist's commission rates are so low that the price of the shipping both ways was as much as she made on the paint job and model combined, so basically if she did anything else on the horse she would be paying the buyer to have the horse. I have bought horse from this artist. Her prices are very low and the quality is good, so I felt awful reading the posts. I went on to Facebook to reply to the post and found her page had been deleted. I do hope that having a difficult customer has not completely soured her on the hobby.
I use to occasionally buy pieces from another artist on eBay. The prices were dirt cheap and the finish quality was very rough, but the artist's ideas were so creative that I loved seeing what she would come up with next. I have not seen any of her work for quite a while now, and I think it is such a shame.
I read on MHHR about another artist who sold a resin and the buyer commissioned her to paint it. When the artist finished the piece she showed it and the model did well, so it was clearly Live Show Quality.Yet when the buyer received the model, she was very unhappy with it and complained incessantly on MHHR. The painter took the model back, sold it, and refunded the buyer's money. The buyer was still not happy because she wanted the resin, just not the paint job. Some people you just can't make happy.
Buyers need to be sure they understand what they are getting when they buy a model, and if they are picky, they should probably discuss return policies with the artists in advance just in case. I hope that all of my buyers are happy with their model, but in case I ever have a problem, here is my general return policy (unless otherwise noted in a sale).
I provide photos of finished horses before I ship them out. I take lots of pictures so the buyer can look them over and see if they are happy with the horse or not. If there are any problems noted by the buyer, I will do my best to fix them and send revised photos. If I cannot make a model satisfactory for a buyer, I will sell it to another customer and refund any deposits unless they were specifically stated as non-refundable.
Once the horse ships, the buyer can still return the horse but the post office has the money from shipping, so I do not refund shipping. The buyer should look the horse over right away and let me know immediately if there are any problems. Once the buyer confirms the horse arrives and is satisfactory, the transaction is finished. If there is any reason the buyer wants to return the horse for changes, they are welcome to do so, but they are responsible for all of the shipping. Buyers seeking a refund on models for any reason need to return the
model to me. If the buyer keeps the model, I don't refund the money.
I ordinarily ship insured (unless it is International or very low end) just in case a model is damaged or lost in shipping. If an insured model is damaged or lost the buyer will get money refunded once the post office pays the claim and not before. The buyer will be required to fill out any required documents for the claim. If the model is not insured, it is generally discussed before I ship the model out that the model is shipped at the buyers risk. If a model breaks before or after the buyer receives it, I am happy repair it for free (within reason), but the buyer is responsible for paying all the shipping.
The one potential complication that I have not quite figured out how to deal with is when a person commissions me to paint a body they provide. If I can't make them happy with the finish work, it gets a little more complicated. If it is a common body, I suppose I could just offer to buy the model from them and be done with it. However, if it is a rare or expensive body, what then? My thought is that if we cannot get the finish to a place where all parties are happy, and I cannot or do not want to buy the model from them, I charge a $15 fee, and spray a coat of primer over the paint job or strip the model. Any other money would be refunded. Don't really like the idea though, so I hope it never happens.
So back to Live Show Quality. Are my models Live Show Quality? That depends. You can show any model as long as there is a class for them. Whether or not they will win really depends on the competition. I've only shown a couple times and only had a couple horses with my paint jobs with me at the time. My little mini Ziyrab got sixth in her class and it was pretty large.
If you show any of my models, let me know how they do!