Complaints
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I inadvertently replaced a higher discount code with a lesser one and the company tells me this cannot be corrected. I ordered two of my own framed canvas prints and a friend photographer ordered two for me for a total of four orders in very recent weeks. This is what I received when I asked about my discount offer: Dear ******,Thank you for reaching out!Kindly note that our system only allows one promotion to be applied per order. When you added the promotion code CD2ND25CRM, it automatically replaced the previous 87% discount that had been applied to your cart.Unfortunately, we do not have the option to redeem your promotion retrospectively. Please also follow the detailed information on our homepage under the **** section. Thank you for your understanding.Kind regards,**** ***** Your canvasdiscount.com Service Team ______canvasdiscount.com Picanova, *****************************************************************************
Business Response
Date: 04/16/2025
Hello,
Thank you for your patience, and Im really sorry for the confusion surrounding your order.
As mentioned by our team, any active discounts on our website are automatically applied at checkout, and this is shown before the order is completed. I completely understand how this might have been unclear, and I appreciate you bringing it to our attention.
Ive personally reviewed your order, and I can confirm it has been canceled and fully refunded as per your request. Please allow 3-5 business days for it to show back into your account. If you ever need help applying a discount or using a voucher in the future, were more than happy to assistjust send us an email or give us a call, and well walk you through the process step by step.
We truly apologize again for the inconvenience, and we hope to provide you with a smoother experience next time. Wishing you a great rest of the week!
Best regards,
Picanova Inc.Initial Complaint
Date:03/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order: USA99904696009 ************ claims on their website they send out high quality products! Frauds!They also are called one thing but their website is ******************************************* sent me a blanket that the edges were all white like they forgot to color the corners?Ref flag 1. Then the pictures I sent like if they claim they see professional services would know to edit and not leave a border because their website ***** to upload pics but what do they do? They left more of a border on the upper left corner picture but on my end I had taken out the border and sized it.Regardless, this company is fraud!!! None of these designs are professionally made at all. To send me a products that the corners are not even colored and a picture is not edited!That is what professional services do!Business Response
Date: 04/14/2025
Hello,
We are deeply sorry for the inconvenience this has caused. Upon reviewing your case, I can confirm that our agents initially offered a free replacement; however, we understand that a full refund was the better choice for you in this situation.
We completely understand your frustration, and we truly appreciate you sharing your feedback with usit helps us improve our service moving forward.
Thank you again for your patience and understanding.
Best regards,
Picanova Inc.Initial Complaint
Date:12/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order through this business. I received an email stating it was delivered but it never showed up. I contacted the business (they only respond by email) . They apologize and offer resolution but never hear back from them. Impossible to communicate with them. I would not recommendBusiness Response
Date: 01/16/2025
Thank you for reaching out to us regarding your recent order. We understand how important this matter is.
To recap, after the customer initially contacted us via chat and phone, we confirmed the status of the order, which was marked as delivered on December 14, 2024. Upon learning that the order was not received, we promptly offered the customer a choice between a free replacement or a full refund. As per customer preference, we processed a full refund and sent a confirmation email with the refund details.
Following your complaint, we would like to reassure that the refund has already been processed successfully. We recommended contacting his card or bank provider directly, as they will be able to provide specific details regarding the refund transaction on their end.
For any reference, we have attached proof of the refund and the confirmation email we sent previously.
We are committed to ensuring the satisfaction of the customer and have acted promptly to address his concerns at every step. Should you need further assistance, please dont hesitate to let us know.
Thank you for choosing Picanova Inc.Initial Complaint
Date:12/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed this order on 11/15/2024 and paid $51.25 out of pocket to not have received it in time for my in-laws Christmas gathering last night. Everything that I've ordered in the past has come in a timely manner and ordering this one a little over a month ahead of time, thought for sure I would receive it before the Christmas gathering this past weekend. I guess the old saying is true.....Always expect the unexpected Regards,*******Business Response
Date: 12/23/2024
Hello,
We have reviewed the customers tracking information and, unfortunately, there have been no updates since November 19th, 2024. As a result, we have processed a full refund for this order.
An email confirmation has been sent to the customer, explaining the situation and extending our apologies for any inconvenience caused.
Thank you, and have a great day!
Best regards,
Picanova Inc.Customer Answer
Date: 12/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me......AS LONG AS I RECEIVE MY REFUND WITHIN 3-5 BUSINESS DAYS!!
Sincerely,
******* *******Initial Complaint
Date:10/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On sept 18 I order a photo book with very important pictures of a deceased person for a special occasion allowing the 12 days for delivery. On September 30 i call to inquire about the shipping they said have no clue when will be delivered, I canceled for no need anymore the person left the country on October 4 I called again, and I was told that they will make a refund to my cc. Today is the 9 and I haven't heard from them.The important issue is they cannot advertise something that cannot delivered.Business Response
Date: 10/11/2024
Hello,
We have checked our records and the refund has been processed on our end on October 4th, 2024. The funds will be back to customers account within 3-7 business days.
We provided attachment of refund confirmation that was also provided to customer on October 4th for any reference.
Best,
Picanova Inc.
Initial Complaint
Date:08/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
charged ***************************************************** replies to refund requestCustomer Answer
Date: 08/01/2024
this is a screen shot of some of the chargesCustomer Answer
Date: 08/01/2024
terms of service through mixpix where i tried to replace original order / i received credit card err notice so never received confirmation of even one order receivedBusiness Response
Date: 09/26/2024
Dear Customer,
We have reviewed your account and found the following details associated with your email address:
Orders: 3 orders placed
Payments: 11 payments made in total
Chargebacks: 2 chargebacks initiated through your bank (we are unable to process refunds for these, as they were handled directly by your bank)
Refunds: The remaining payments have been refunded to your original payment method.
If you have any questions or concerns, please feel free to reach out to us at *************************************************************************.
Best regards,
Picanova Inc.Customer Answer
Date: 09/26/2024
Complaint: 22078544
I am rejecting this response because:I received zero items -- nor do i wish to receive them ---- I need a 100% refund
Sincerely,
****** ***********Business Response
Date: 09/27/2024
Hi all,
Yes, he has 3 orders, and none have been processed.
The customer has to cancel the chargebacks so that we can return the rest of the payments ( 2 ).
Best regards,
****** Balatel
Initial Complaint
Date:06/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 83 photo books and only received 29. After numerous unsuccessful attempts to solve the problem with customer service I requested full refund as I cannot use a partial (memory books for 5th grader graduates) the denied request.Business Response
Date: 06/06/2024
Hello,
We have apologized to customer due to this inconveniences caused and have offered refund for the missing items but customer have rejected this offer, we now have offered a reprint for the missing items since she received 29 of them and a voucher discount due to the inconveniences caused. It is not possible on our part to process a refund for more of the amount customer has paid for the order. We are awaiting on customer response to our offer.
Best,
Picanova Inc.
Customer Answer
Date: 06/06/2024
Complaint: 21794065
I am rejecting this response because:
The company was informed numerous times of the sensitive nature of the order. They did not reply to my phone and email attempts to address the issue in a timely manner and simply sent auto responses asking for my address, which I had already provided. I am unable to use a reprint given the order was time sensitive And the product is no longer needed. I had to pay another company to provide the service. I also asked the company to overnight me the completion of the order and they refused to do this. I request a full refund because my order was not delivered in the guaranteed delivery frame, the customer service experience was terrible and delinquent and And I do not need a voucher because I would never work with this company again.Sincerely,
*************************Business Response
Date: 06/07/2024
Hello,
As a gesture of goodwill and doing a one time exception we have decided to refund your order in full since you did not received part of it resulting on a not satisfactory order.
We apologize for any inconveniences this may have caused you.
We have gone ahead and forwarded your info to our accounting department.Best,
Picanova Inc
Customer Answer
Date: 06/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:05/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order for 2 items with Picanova on May 2nd, 2024 (order# US3A3700090098) with a guaranteed delivery no later than Mother's Day (May 12th, 2024). 1 part of the order (canvas collage print) arrived by the date BUT it was poor quality (photo was completely washed out) and I paid to have a wall mount/hanger attached but that piece was not sent. The other item in the order was a photo album. As of May 27th, I still have not received that. The order status states 'Awaiting Dispatch' for over 3 weeks now. I've made several efforts over the last few weeks to reach the company in an effort to resolve this via phone; email; chat and submit a request. Aside from an auto reply saying my message was received and someone would reach out within ***** hours...***** IS REACHING OUT TO ME. My last message was sent on May 23rd where I said if I don't hear back from them by EOD Friday, May 24th, I would be forced to file a complaint with the BBB as well as my credit card company. Still no response. I don't even know if anyone actually works at this company. If so, they have TERRIBLE CUSTOMER SERVICE!Business Response
Date: 05/28/2024
Hello,
We have checked customer tracking number for the photobook that is missing on customer order and it appears to be lost in transit, we have gone ahead and provided a refund for this item sending an email apologizing for any inconveniences this may have caused.
Best,
Picanova Inc.
Customer Answer
Date: 05/28/2024
Complaint: 21766185
I am rejecting this response because: I would like to have both products remade and sent. I spent a lot of time working on these projects and if it was 'lost in transit' as mentioned, please remake the book and send it out pronto with some sort of supervision to ensure it is sent correctly. Same with the canvas print.
Sincerely,
*****************Business Response
Date: 05/29/2024
Hello,
Since the item has been fully refunded unfortunately we are unable to re-do the photobook, we have offered the customer a voucher discount due to this inconveniences so he can place a new order with the provided voucher code.
Best,
Picanova Inc
Customer Answer
Date: 05/30/2024
Complaint: 21766185
I appreciate your efforts on my behalf regarding my complaint against Picanova. They claim that their accounting office will be reaching out to me witha partial refund for the missing photo book. I have yet to receive that correspondence or refund but will keep you posted. They tell me they cannot resend the book but offered a 30% discount on a future purchase which I won't be using. They did reach out saying they would resend the canvas print. I will let you know if I ever receive that. They have been extremely difficult to deal with or receive any sort of response from until after I reached out to your office so I'm hoping this will result in an amicable outcome. I will keep you posted.
Sincerely,
*****************Business Response
Date: 05/30/2024
hello,
All issues has been resolved, refund has been processed which will take 3-5 business days to receive the funds back, replacement of canvas is also being produce and missing hanger set has been shipped. All info has been provided to customer.
Best,
**********************
Initial Complaint
Date:05/27/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order was received on 5/22/2024. The metal print picture had the writing cut off on all 4 sides and completely unusable. A corner was bent/warped. I also informed them of their shoddy packaging for shipment. The box was flimsy and barely taped or sealed. I informed the company of this and asked how could they send out such a thing? *******************, canvasdiscount.com Service Team, states: "Please note that we are not able to edit or modify any photo on any order so the item you received corresponds to the data you uploaded to our website.Kindly note that it is essential to consult with the preview field during the format selection since your item will be printed the way it is shown, especially if the aspect ratio does not correspond to the size of your choice.Due to the automated production process, we cannot check your print data beforehand, since it is being automatically transferred during the order process to our server and launched into production. Kindly find the screenshot attached that clearly demonstrates all issues mentioned above. Therefore, there is no ground for complaint."I advised that they are not the first or only company I've done this with, as I have done this type thing many times before, know what to look for, and am quite familiar with the process. I also let them know had they stated all these stipulations on their website, I certainly would have not made the purchase. Additionally, if the preview (which I reviewed frequently), looked anything like that screenshot they provided, I definitely would have gone elsewhere. I let him know he does not get to tell me or any other unsatisfied customer ".....there is no ground for complaint", when clearly there is a problem and serious issues, on their part. My refund was processed and provided on 5/27/2024.Business Response
Date: 05/28/2024
Hello,
We have checked customer order and print data and it was indeed a NRFC (No reason for complaint) case, where the image of the customer is simply too big resulting on image being cut off at the time of printing the image, we explained this detailed by email to the customer, the customer expressed her concern requesting a full refund which has been provided along with a voucher discount for any further order with us due to this inconveniences.
Best,
Picanova Inc.
Customer Answer
Date: 05/28/2024
Complaint: 21765224
I am rejecting this response because:Good Afternoon.
I get that the company is saying my image is too big. What they are not getting, as I explained to them last week, is that I had already taken all the steps mentioned in their e-mail (which are guidelines that should be posted within their website, as well, but are not). As I stated previously, my picture appeared fine in my preview window on the website order page, and all parts of the photo were within the print area. So how am I to know something is wrong when everything appears fine? How practical is it to allow all this work to be done, only to find out***after purchase and shipment***that nothing is right? If the picture did not meet set specifications for proper printing,why did I not receive an error message to alert me of that? Additionally, why did the website even allow my picture to be uploaded to the page and submitted to you if the sizing is off? Why is there no one anywhere in there to review products after production before shipping? I simply do not understand the concept of printing a bunch of stuff without anyone looking at it to see the condition of whats going out.
Could you kindly answer these questions? Just trying to find some logic from what makes no sense to me at all.
My main thought at this point is trying to save others that *** run into this same issue, not knowing upfront.
Thank you, ********************, for your assistance with this situation.
Sincerely,
***************************Business Response
Date: 05/30/2024
Hello,
We have sent the customer an email explaining how the system views and process the images from the orders. We hope this can clarify customers confusion.
Best,
**********************
Customer Answer
Date: 05/30/2024
Better Business Bureau:
I have received and reviewed the response made by the business in reference to complaint ID ******** and am closing the case.Thank you for your assistance.
Sincerely,
***************************Initial Complaint
Date:05/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Products were ordered with guaranteed delivery by Mother's Day. Despite multiple follow-up calls the week prior to the holiday, they still failed to deliver by the holiday.Business Response
Date: 05/13/2024
Hello,
We have checked the order and contacted customer and apologized for this delayed order offering them a $20.00 voucher for next order with us + a 30% refund of the delayed received order. We are currently awaiting on customer confirmation to proceed with refund as voucher has been previously provided by another agent.
Best,
Picanova Inc.
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