I had the unfortunate experience of bidding on an item in the art show at Midwest FurFest.

I'll try to TLDR before explaining the full experience.

---

Item I bid on went to Voice Auction. I didn't make it to voice auction. Winner list for auctions were not updated with voice auction winners. Not seeing my name listed I assumed I won nothing.
After con got an email threatening me with a ban if I didn't pay for item I had no idea I won. Paid for item as well as shipping cost. Item arrived in a beat up thin walled box. Item was pottery so obviously it broke.

---

Now for the thrilling full experience!

Skip ahead to day of art show pick-up.
Mr had won an item at the art show as well, an item that did not go to voice auction.
We arrived about 20 minutes after pick-up and voice auction were scheduled to start. I went to the room where voice auction was -supposed- to be. The room was empty and nothing looked to be occurring there. I guess not much went to auction and it ended quickly? (or no one showed up cause it was super early on sunday).
So I returned to the line for pick-up. I double checked the list of winners and did not see myself listed anywhere.
The line was at complete halt for regular pick-up. We waited 30 minutes in line without it moving an inch.
Decided we'd come back later. Walked by again an hour later to see the line had grown exceptionally long and still appeared to not be moving.
We ended up coming back around 3, an hour before pick-up was scheduled to end. Line was actually moving now, still slow, but progress being made.
I checked AGAIN to see if an updated list of winners for voice auction had been posted. Didn't see any new lists. Accepted that I did not win the item, mr got his item, we continued with the convention.

It is now after the convention. Home sweet home.
Oh look, an email
Oh. I tried to check if I won anything and you're threatening to ban me for something that isn't my fault. Well thats fun.
I get it, you want to make sure you get money.
Anyway I respond with my payment info and inform them of what happened at the convention to prevent me from pick-up.
They admitted that they never even tried to post an updated list
So if you didn't even try then how is it my fault?

- Side note, I tweeted at MFF and this was their response .
So, you're a convention. You get money from your attendees. You are a business providing a service.
I do that too. I am an artist and I make fursuits. I provide a service to my customers.
How would you like it if you got a fursuit from your maker, and upon telling them about a problem with the thing that they made, they responded with "Well YOU tell ME how to fix it."
Thats a f*cking slap in the face.
Thats saying "Well if you're so good at it why don't you do it yourself?!"
I gave you money. YOU are providing the service.
I am not geting paid to tell you how to do your job.
It is your responsibility to do trouble shooting.
Not mine.

So anyway.
I paid for the art show item.
I just received it today!
Look at.
The beautiful.
Condition it.
Arrived in.

Oh and thats how the box looked before I even opened it btw.
And the fragile pottery was wrapped thinly in newspaper with a single small square of styrofoam floating around in the box.

Yes excellent.
Glad I paid for it.
Glad I was forced via threats to pay for it.
Glad I paid extra for this expert shipping of a fragile item.
Glad they treat their customers with professionalism.
Glad they rattle off excuses instead of accepting they made mistakes and apologizing.

Yes. Good. Great.


I've emailed them back with photos of the box and item I received.
Shall see how they respond.

---

EDIT - I was refunded all $ towards this item.

I received an email from MFF's Finance Director, who was exceptionally professional and polite.

Its unfortunate that things had to be elevated to this point to receive a proper level of customer service, but it does exist at least!

Hopefully in the following years they will improve on this area which I, personally, had serious issues with.

---