Complaints

The 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:12/14/2022

  Type:Service or Repair Issues
  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 ordered a blanket for my daughter because her bunny passed away a couple months ago and she really wanted a photo blanket. After ordering it I immediately got a hold of customer service and asked if I could add a second blanket to my order because I did not want to pay shipping twice. They told me they could not do that and was very rude. They proceed to tell me to cancel my order and then place it again with both blankets but I did not want to do that because when I went back to order again the prices went up. All they could do is offer me a discount on a canvas which I have no desire to purchase because I was interested in the blankets. They could not help me from there so I proceed to email customer service and again it was the same run around. They could not help me and completely disregarded why I contacted them and again offered a discount on a canvas in which I do not want. This company is not good with customer service or to make their customers happy. I simply just wanted free shipping on my second order or for them to add the orders together so I would only have to pay for shipping once. I spent almost $80 on these orders when if I put them together it would have only been about $50.

  

  Business Response

  Date: 12/14/2022

   

  Hello,

  Customer contacted us via chat once and it was explained to her we could not connect two existing orders to avoid shipping as the automation guarantees maximum speed production. We checked the conversation and the agent was never rude to the customer, we believe customer simply didn't like our company policy unfortunately. Per her request for a refund we have again explained to her why combining orders was not possible and also send her steps to process the requested refund for her orders, once we receive the requested images of items destroyed we will happily process refund for her orders.

  Thank you for your input,

  Best regards,

  Picanova Inc.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18572474
  
  I am rejecting this response because: I am not going to ruin the blankets for a refund that is just ridiculous. One of the blankets is for my daughter and its a picture of her bunny that just passed away about a month ago.  I will not destroy this item and send a picture for a refund.  It has cost me almost $80 with these orders and I do not have the money to reorder another item.  Christmas is right around the corner.    And by being rude to me the company simply tries to shut customers up by offering a discount for a totally different product.  Normally companies will do what they can to help the customer.  That is not the case here.  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/15/2022

   

  Hello,

  Unfortunately we cannot proceed with a refund as there is no issues / defective problem with items, the orders were completed correctly and in good timing frame. There was no error on our part made. Customer don't agree with our refund policy, however, please note that she accepted our conditions when she placed the order with us. Unlike other companies that require the customer to send back the product in order to process a refund, we only ask for the items to be destroyed and pictures of those to be sent to us via email.
  
  That being said, if customer is not able to provide us with the required pictures unfortunately, we will not be able to move forward with her claim at this time. The only thing we can offer at this time is a voucher discount as a gesture of goodwill.
  
  We are truly sorry for all the inconveniences and thank you for your understanding.
  

  Best regards,

  Picanova Inc

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18572474
  
  I am rejecting this response because: I do not believe I need to destroy the item for a refund.  Im mainly upset that I had to pay for shipping twice!  A refund of $20 would be nice.  Thats how much extra I had to pay for placing two separate orders.  Im just more upset that I ordered from you and the only thing you can do is a discount to purchase more from this company when I have absolutely no desire to do so.  A good gesture for your customers is to not over charge for shipping because I simply ordered two blankets and in stead of it being two orders I wanted it to be one because why pay shipping twice?  Most every company has no problem being able to look my order up and put it together  with one shipping cost.  I have never heard of a company not being able to do that.  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/28/2022

  Type:Delivery Issues
  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.

  Good Afternoon,On 11/12 I ordered a canvas print in the amount of ***** on 11/14 I ordered a mug in the amount of ***** from canvasdiscount.The mug arrived broken in many pieces and the print had framed words, The words photo and arrows appeared on the artwork which were not included in my original picture.I have on SEVERAL occasions called, emailed, filed customer complaints and I constantly receive new and different, nearly IMPOSSIBLE directions to follow to get replacements for both. I just want what I ordered and dont know what else to do. Im sure its a minimal concern for you, but GREAT FRUSTRATION for me. Any assistance would be appreciated!!

  

  Business Response

  Date: 11/29/2022

   

   

  Hello,

  The canvas customer complained about in order ************** has no reason for complaint as she uploaded the image with the wording on the image and we explained to customer on her email to us we do not make any adjustments in customers image, as a gesture of goodwill we offered a voucher discount for her next order with us but customer never replied back to us. On the mug order USA99903363093 we also offered a replacement and customer again did not respond back to us.

  We have now once again and as a gesture of goodwill resend email to customer offering a replacement for both items, the customer needs to reply back to us and confirm in order for us to proceed with the replacements.

  We have attached images of customer image and our emails to customer that was never replied back to us.

  Thanks and have a nice day.

  Best regards,

  Picanova Inc.

  Customer Answer

  Date: 11/29/2022

   
  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:11/04/2022

  Type:Service or Repair Issues
  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 bought a towel with a picture of myself for my boyfriend. When I received the towel, there was a sticker attached to the towel on the front where my picture is that cannot come off without it ripping a hole in the towel as well as a few holes around the picture in the fabric. I tried contacting the business but got no response and I also tried filing a claim through PayPal but the claim did not go through due to the seller not responding.

  

  Business Response

  Date: 11/07/2022

   

  Hello,

   

  We did received a complaint from customer regarding this towel, we also replied to customer right away with our refund policy but customer never replied back to ** with the requested images so we could proceed with her refund. Attached images of our first and now (resending) a second email to customer regarding this issue. As soon as we receive the requested images we will be more than happy to proceed with her refund.

   

  Thanks,

  Picanova Inc.

  Customer Answer

  Date: 11/08/2022

   
  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:09/28/2022

  Type:Product Issues
  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.

  This company sells gift cards, however the gift cards can only be used for full price items. No gift card terms and conditions are present on the gift card.

  

  Business Response

  Date: 09/28/2022

  Can the customer, provide us more information about the gift certificate, so we can check at it?.

  Thanks 

   

  Maylin