Reply from Kline CollectiveDec 9, 2025
Hi there,
Thank you for taking the time to share your experience. We would like to clarify several points for accuracy, as transparency is extremely important to us and to everyone reading reviews here on Trustpilot.
1. Your artwork did not ship from China.
Your piece was shipped from our Canadian facility, as shown on the official tracking. We do not ship paintings from China, so we are unsure why that appeared on your end.
2. Your artwork was created by a real, established artist.
Spectrum of Hues is an original work by Roberto Moro, one of the international artists we collaborate with. All custom commissions are hand-painted interpretations, not prints, so slight artistic variations are expected - especially when customers request colour adjustments.
3. We worked with you closely through multiple revisions.
You requested several colour changes during the process, and our team ensured each revision was completed and shared with you until the final version was approved on your side.
4. Crate-opening instructions were provided.
Large paintings are packed in reinforced wooden crates to ensure safe arrival, and we provided a step-by-step tutorial on how to open the packaging correctly. We understand this may feel unfamiliar for first-time buyers.
5. Frame issue and crack were resolved immediately.
When you informed us of a frame mismatch and a small crack, we apologised and processed the partial refund you requested right away.
6. Signatures on custom sizes
Custom pieces are typically signed on the back. The name written is part of the standard studio process and is not unusual for commissioned artworks. This is clearly stated on our website unless a customer requests a front signature. Front signatures can sometimes disrupt the overall aesthetic of the artwork.
At Kline Collective, we work with artists from around the world and take great pride in the quality of our artworks and customer service. While we regret that this experience did not fully meet your expectations, we believe it is important to address incorrect assumptions so readers have a clear and accurate understanding of our process.
If you have any further concerns, our customer service team is always here to help.
Best regards,
Rachel
