ComplaintsforVybe Interior

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Vybe Interiors. There is no return policy on add page. They will not return or exchange. Print was too small, would like to exchange for larger one. They refused.

  Business response

  10/03/2023

  We appreciate your feedback and concerns regarding our canvas products. At Vybe Interior, we offer a diverse range of canvas sizes, with detailed dimensions provided to assist customers in selecting the perfect fit for their needs. We understand the importance of clarity when it comes to sizing, and we strive to ensure that our customers can make informed decisions.

  However, it is essential to note that our canvases are not mass-produced but rather made-to-order, with each piece custom printed, mounted, and framed specifically for our valued customers. This personalized approach allows us to deliver a unique and high-quality product tailored to your preferences.

  Due to the customized nature of our canvases, we regret to inform you that we are unable to accept returns or exchanges for changes of heart, whether related to size or artwork selection. Our commitment is to provide you with wall art that you will cherish for a lifetime, and we believe that this personalized process contributes to that goal.

  Please rest assured that in the rare event of receiving an incorrect or damaged canvas, we are dedicated to resolving the issue promptly. Our team will always strive to make it right by promptly shipping you a brand new canvas to replace any incorrect or damaged items, ensuring your complete satisfaction.

  Thank you for your understanding, and we remain dedicated to delivering exceptional wall art that you'll love. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. Your satisfaction is our top priority.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I wanted to purchase an item. All they sell is wall art. On the order page (see attached), it plainly states at the top, "Hassle Free Returns." However, the fine print on the FAQ page indicates that they don't accept returns. I have noticed that MANY BBB complaints have referenced problems with returns--and no wonder! Unless people take the time to seek out the return policy, which is buried only on the FAQ page, they won't have any idea that the policy ON THE ORDER PAGE is a complete fabrication. I brought this to the attention of Vybe earlier this week, thinking they would change the return policy statement on one of the pages, but they haven't. I feel an obligation to others to make sure that they correct this. This company shouldn't be allowed to completely misstate their return policy during the checkout process. I have attached screenshots of the "Hassle Free Returns" language and the "no returns" language. PS: another problem: if you click the "?" after "Shipping" in the checkout process, you will see that there is a "$9.99" shipping fee for purchases under $50, and free shipping for purchases over $50. However, Vybe's FAQ page indicates that shipping is $12.99 for orders under $200 and free for orders over $200. Again, this is a discrepancy. I also brought this to their attention, but no action has been taken.

  Customer response

  08/14/2023

  My complaint was with the statement on the company's order page that they had a "Hassle Free Returns " policy. I have since verified with them that they sell NOTHING that can be returned. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  VYBE Interiors - ORDER #********* - Date of transaction: June 3, 2023 - Amount $917.32 This was an order for 3 pieces of art. The first piece arrived with the glass broken. I contacted VYBE Interiors asking for a return label so that I could return the damaged item. They want to replace it but the quality is not as pictured on the website. I want a refund. They quit answering my emails. They do not have a published phone #. The balance of the order (2 pieces of art) arrived yesterday. The quality is poor and not as pictured on the website. The pictures are dull appearing and not vibrant as they appear on the website. Once again, I have sent an email. They have yet to answer. I would like to return all 3 items (at their expense) for a full refund.

  Business response

  06/25/2023

  We would've processed a refund for this order as per request but the customer already processed a chargeback case. Our chargeback response has been submitted. 
  
  

  Customer response

  06/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: It is true that ******** ******* did a charge back but **** Interiors had not agreed to refund my money at the time.  They continually stated that they wanted to replace 2 of the items instead of processing a refund.

  I would not recommend this business to anyone!
  
  Sincerely,
  
  **** ****

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Really bummed by my experience with Vybe Interior. I spent about $600 on two canvases that looked great online but just didn’t match the depicted quality when they arrived (much later than I expected based on delivery estimate mind you)… Then when I reached out to initiate a return, they told me they don’t accept them! That’s a really unusual policy, especially for home decor, and now I have these two canvases I can’t hang up because they just don’t meet standard. A policy like that should really be stated clearly at the point of sale… really regretting giving Vybe Interior a shot right now with my hard earned money

  Business response

  03/19/2023

  Hi ********

  We totally understand and empathize with where you’re coming from, and again, we are truly sorry you are unhappy with the canvases you received. We do our best to communicate our return policy on our website (**********************************), but I definitely understand how frustrating it can be to not know that when you’re making your purchase.

  We hand-stretched this canvas in our facility in North Carolina just for you and I really do hope you’ll find a great spot to put it in your home. To give additional transparency into our policy, shipping a large canvas is very, very expensive & we offer free shipping for our customers. Because of this, we aren’t able to offer returns on our canvases unless there is an issue or defect with the canvas.

  I will get our customer gurus to reach out to you and get you the best resolution to this issue. 
  
  Have an awesome rest of your week!

   

  Customer response

  03/26/2023

   
  Complaint: ********
  

  If shipping was the issue, then I'd just ship the products back on my dime. I have not received outreach from the company in regards to this complaint. 

  Business response

  03/31/2023

  Hi ********

  I believe one of our customer gurus have reached out to you regarding the return. But I will get them to resend the email. Please check your spam folder if you can't find the email in your inbox.

  Thank you!

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order number ********* tracking number *** ******************* * order to print on January 10. I called to cancel within 10 minutes of ordering because I use the wrong credit card. I received a reply on January 10 stating that I would receive a refund. I didn’t get a notification on January 16 that the item was in transit. I wrote them again and stated that this item was supposed to be canceled and I did not want to receive it. They apologized and acknowledged their mistake and said they would try to do what They could working with the receiving office. I have all the correspondence starting with the order on January 10 then the cancellation on January 10 and then the acknowledgment of the cancellation on January 10 I also have them time stamped by the email and they were all within the time stated on their website that customer had 24 hours to make a cancellation. I would appreciate any help I could get and getting a full refund.

  Business response

  01/21/2023

  Hi ******
  
  I am truly sorry for this trouble! I believe there was a misunderstanding on this.
  
  I checked the conversations you had with our Customer Gurus (please find attached the files), and it looks like you were offered to use another payment method by sending you an invoice, as you mentioned the reason for the cancellation was because you used the wrong credit card. The disconnect must be when we failed to put a hold on your order and didn’t notice that it has been made and shipped. 
  
  Please do not worry, I will get our customer gurus to reach out to you and get you the best resolution to this issue. 
  
  Again, I’m deeply sorry this has happened to you. It’s not the experience we wish to create for any of our customers. Thank you for bringing it to our attention and allowing us to address it.

  Have an awesome rest of your week!

  Customer response

  01/25/2023

  I have received the refund. It came in January 25. I appreciate their cooperation but all could have been avoided if they issued the first refund as stated on January 10. Thank you. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $300 for a framed canvas print called Earth Day which I ordered January 1 and received yesterday, January 10. At the time I ordered I didn't check the return policy to see that they don't accept returns. This policy is very unusual for this type of business and should be boldly displayed on their site and order form. The print I received was horrible quality for the price. The frame was fine but the printed canvas was thin and cheap with flat colors. It looked so disappointing compared to the I online photos and reviews. I am so unhappy to see I can't return it and feel cheated. It is such a low quality print that I do not want to hang it anywhere in my home. When I checked back in the website I was disheartened to see the no return policy. I will be donating it to the Goodwill but not sure anyone else will be happy with or even from there unless it is under $50. This company should be forced to change its policy to allow returns. It's so easy for a company to make a piece of junk look good online and overcharge for it. They should back it up with a good return policy. I feel they are cheating customers and getting away with it.

  Business response

  01/16/2023

  Hi ****,
  
  First of all, we are truly sorry to hear that you are not a fan of the Earth Day canvas you received and that you wish to return it. 
  
  Its always our goal to make our customers happy. As a small business, we hand-stretch all canvases on-demand and offer free shipping. Because of this, we arent able to offer returns on our canvases unless there is an issue or defect with the canvas. 
  
  I totally understand and empathize with where youre coming from, I am truly sorry you are unhappy with the canvas you received! We want to make this right for you, so if you'd like a refund, you can send the canvas back to us and once received, we will process the refund.
  
  To address your concern about our return policy-  Our return policy is there to prevent consumers from scamming us. Since we offer free shipping and print and frame all art on demand, the cost of returns for us becomes high. If you have good intentions, we will always try to make it right!
  
  One of our amazing customer gurus will reach out to you via email to give you the return conditions and the return address. 
  
  Again, we are very sorry for your experience. Customer satisfaction is very important to us and we take customer happiness very seriously. 
  
  We appreciate your patience as we try our best to resolve this for you.
  
  

  Customer response

  01/20/2023

   
  Complaint: 18803945
  
  I am rejecting this response because:
  The customer service guru reached out to me and informed me that Vybe Interiors will not offer a refund of any sort.  This is response Id not true.  I also read all the other BBB complaints of how they returned the canvas and never received a refund response.  Now they are out of even more.  In addition, it seems to be a Cheater mentality in thinking customers are going to scam Vybe since that is exactly what they are doing to customers.  
  
  Sincerely,
  
  *******************

  Business response

  01/24/2023

  Hi ****,

  I'm very sorry to see your rejection to our response. I believe our customer guru had sent another email to you about approving the return but with the condition that you send the canvas back to us. I believe that it is only fair that we receive the canvas first (and should be in good condition) before we can process your refund. 

  We really hope and aim to get this resolved with you! 

• Initial Complaint

  09/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a canvas from this company in late August, 2022. It arrived to my house on 9/8/2022. The canvas was terrible quaility. It was printed only, did not resemble paint at all and was not all the quality I was expecting for the price. Their website claims they accept free returns for 30 days. I immediately contacted the company and asked for return information and they informed me that the reason for my return was not acceptable and I could not receive a full refund. They only offered me 15% refund. That is unacceptable. It is false advertising. This is a terrible company with terrible business practices. Do not order anything from this company, especially if you want a quality product.

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/12) */ Hi ****, I hope you are having a great start of your week! As a small business, we always strive to be transparent. We have been very transparent about our canvases- they are not painted. There is nowhere in our store page that says we are selling a painted canvas. We sell abstract arts that are PRINTED and framed on a canvas frame. We have sold thousands of canvases since we started this small business and I won't' say we don't get complaints about the canvas quality. We do, rarely, as we cannot please everyone. We acknowledge that fact. And we get to solve those complaints by offering what we have offered you. Our return policy is there to prevent consumers from scamming us. Since we offer free shipping and print and frame all art on demand, the cost of returns for us becomes high. If you have good intentions, we will always try to make it right! If the canvas you received happens to be defective or damaged, we will certainly process a full refund. But since the only issue you have is that you didn't like it, then the best that we can offer you is the 15% refund. Your complaint on the canvas didn't fall under our return policy so we offered you a partial refund instead and you can keep the canvas. You declined this and insisted to return the canvas, and so we said yes you can, but you have to ship it at your own expense. You declined again demanding you should not be paying for shipping it back. We empathized with you and understood your need to return- we don't normally offer a return label, but because we value you as a customer, we requested a return label so you can ship the canvas back, and that we will just deduct the return label cost from your refund. But you declined. As per our refund policy (https://vybeinterior.com/pages/shipping-and-returns) "Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment" Our Customer Guru is working on that return label and will respond to your last email. We appreciate your patience! Customer satisfaction is very important to us and we take customer happiness very seriously. Thousands of our customers can attest to this. If you have good intentions, we will always try to make it right! Consumer Response /* (3000, 7, 2022/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) After several emails, the company indicated that I could receive a full refund minus the $12.24 cost to mail the canvas back to Orlando as long as it was not damaged when they received it. I wrapped the canvas in the box I received it in and used ALL the packing material they sent with it along with a few additional pieces of bubble wrap which I carefully wrapped around the canvas. It was in 100% good shape when I taped it and mailed it off. I used the shipping company and mail label Vybe recommended. I sent them pictures to prove it. The corporate policy of holding the customer liable for damage that occurs during shipping is shady. I can only prove the product was mailed in good shape. I can't control what happens after that. Also, how can I prove that Vybe is telling the truth about the condition of the product when its received back to them. I confirmed Vybe received the product and had to reach out four days later to follow up on the return. I received a "we'll check" kind of email but not official word about whether they will move forward with my refund. Working with this company is difficult, their product is not quality and their policies are not customer friendly. I would not recommend them to anyone. Business Response /* (4000, 9, 2022/09/28) */ Hi ****, I believe the refund has been processed for this order already and we even waived the return label cost for you. When you sent a follow-up message about your return, you were advised that we have to check with our Order Management Team first, if they have received the canvas. I hope you understand that just like other businesses, we have due process. You sent your message on a weekend, and our Order Management Team, who are located in Florida, are closed during the weekend. I hope you have the same patience and understanding as we have while we are sorting everything out for you. We always make sure that all customer complains are handled with utmost urgency. Thank you again for your business!

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Point of Sail piece from Vybe Interiors. When it arrived it was horrible photo copy of the picture shown. Parts were blurry and out of focus so it wasn't even good quality printing . I sent pictures in and they stated that was part of the art. I requested a full refund as it wasn't what they stated it was with poor quality. Their website states 100% happiness guaranteed. I definitely was not happy with the purchase. They sent me a shipping label to ship back for full refund. I packaged and shipped back. Tracking shows delivered. Then they disappeared with no refund. They now have the painting and my money. I wrote a review detailing on the painting which was then deleted. Poor quality and poor customer service.

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/09/05) */ Hi *****, I believe this order has already been refunded to you thru a chargeback case. Again, we sincerely apologize for the trouble. But we will still stand that there is nothing wrong with the art we sent you. I know we cannot please everyone. One customer loves our Point of Sail, one doesn't. And because we believe in customer satisfaction, we have provided you with the return label for free just so you can return the canvas. I just wished you have waited for us to received the canvas and refunded you instead of filing a chargeback case. Thank you once again for giving our small business a shot. Have a wonderful rest of you week!

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an art print on canvas from this business. This business takes digital images and prints them on canvas in frames. The print they sent us is pixelated given the low resolution of the original digital image and looks horrible. On their website, the images have no pixelation. It should be noted that I am not talking about the checkerboard nature of the 'art' itself but rather clear pixelation due to an image being stretched beyond its resolution. This is a clear bait and switch scam and the business clearly knows what they are doing. Their website shows a clear image at this scale but what was received looks absolutely nothing like what was advertised. Upon bringing this to their attention and providing images of clear pixelation, they first attempted to say that the pixelation was part of the art despite it looking nothing like what was advertised. Subsequently they offered a 25% refund. When we refused as the item is unusable they asked that we pay to ship the item back noting that shipping for something like this would easily cost more than 50% of the purchase price. It is clear that this business knows exactly what it is doing and is attempting to extort us for sending us an unusable low resolution product. We are asking for a full refund and if the business wants the item back that they provide a prepaid shipping label. It should also be noted that in their website they clearly advertise "Easy Returns" but fail to mention that the cost of return is prohibitive. Also, do not forget that this is not a situation of us not liking the art, the item is simply not what was advertised and is pixelated.

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/06/14) */ Hi****** and *****! Fairness and honesty are at the heart of our business ethics. We have been very transparent about our canvases- they are not painted. We sell abstract arts that are printed and framed on a canvas frame. We have sold thousands of canvases since we started this small business and I won't' say we don't get complaints about the arts being pixelated. We do, rarely, as we cannot please everyone. We acknowledge that fact. And we get to solve those complaints by offering what we have offered you. But we never have one that asks for a full refund before sending the canvas back. If you have good intentions, we will reciprocate that. We have refunded canvases that are returned successfully to us and as long as they are received in their original condition. The first time you reached out to us, we sincerely expressed our willingness to help and make everything right for you. You've sent in the photos of the canvas you received and for us, there really is nothing wrong with it. We stand firm that the issues you see are part of the art's artistic touch. We would gladly send you a replacement or give you a refund had the canvas arrived damaged or defective, no questions asked! Your complaint on the canvas didn't fall under our return policy so we offered you a partial refund instead and you can keep the canvas. You declined this and insisted to return the canvas, and so we said yes you can, but you have to ship it at your own expense. You declined again demanding you should not be paying for shipping it back. We empathized with you and understood your need to return it so we bent our own rules and sent you a return label free of charge. But you declined to send it back unless we process the refund. This is something that we cannot do! I believe there is no store that would process a full refund without the merchandise being sent back. As per our refund policy (https://vybeinterior.com/pages/shipping-and-returns) "Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment" Customer satisfaction is very important to us and we take customer happiness very seriously. Thousands of our customers can attest to this. If you have good intentions, we will always try to make it right! Best, Jean

• Initial Complaint

  04/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a picture from Vybe Home Interiors and never received the picture. I have tried multiple times to contact them via there customer support email and have never heard back. I have tried multiple times and no response or resolution.

  Business response

  05/23/2022

  Business Response /* (1000, 8, 2022/04/28) */ Hi ****, First off, I sincerely apologize if we have failed to update you regarding the shipments of your order and that as a result, you have not received the remaining canvas pieces. This is definitely not the kind of experience we want to create for any of our customers. I went ahead and investigated and it looks like one of our Customer Gurus responded to your inquiry on March 24th. The response was sent to the email address: [email protected] which you used in sending the inquiry. Advising you that the remaining canvases have been shipped and marked as delivered. We never heard back from you after that. I have attached the Proof of Delivery in this response. We care deeply about your experience, Jeff and we would really love to make this right for you. If you could please reach out to us again using a working email address, we will surely make it up to you. Please let us know if you need anything else. Consumer Response /* (3000, 11, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email address they are responding to is incorrect. And I have sent them multiple emails they have not responded to including a picture of what was delivered. And there is no contact information listed. Business Response /* (4000, 13, 2022/05/05) */ Hi ****, We would love to make this right for you! It seems that the email address you used in your email to us was not working (I've attached a screenshot). We want to solve this once and for all with you, ****. So to confirm your claim, you have not received the Minimalist Reflection Canvas, correct? We would be happy to reprocess and send this canvas to you and offer you 25% refund for the all the trouble. Please let us know your thoughts.

*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. ↩