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:01/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 November 18 2024, I ordered a painting kit with a frame as a Christmas gift for a friend. The kit arrived on November 25. The package did not appear to be damaged. I have no experience with paint-by-number kits, so I just wrapped the unopened shipping box with Christmas paper. I hand-delivered the gift to my nearby friend a week before Christmas. My friend contacted Masterpiece on December 23 to let them know that the canvas had a large wrinkle in it, and asked for a replacement canvas. My friend wanted to resolve the issue on her own because she knew I would feel bad that her gift was not suitable for painting. My friend loves paint-by-number kits and has lots of experience with them. She has never had an issue with a company not correcting problems with a kit.Masterpiece refused to correct the problem because she was not the purchaser, even though she had all the info about the order. When my friend realized that Masterpiece was not standing behind their product, she contacted me for help. At this point, the 30-day return policy had passed. But my friend had contacted them within 30 days.Masterpiece refused to provide an undamaged canvas. This was a gift. The company told me that I should have opened the entire kit and examined everything in it. During the purchase experience, I was not told to dissect everything in the kit, which was layers of stuff. This Christmas gift experience has become a disaster for my friend and me.

• Initial Complaint

  Date:01/08/2025

  Type:Delivery 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 made two different purchases, days apart - order #s U159477 and U158985. When I purchased both it said delivery 2 to 5 days. These were purchased early December. I figured with Christmas shipping would take longer, but its January 7th over a month and still havent received my packages! I contacted masterpiece and they literally told me it was not their problem. The tracking just shows the labels been created. I could honestly believe one package had been lost, but two separate orders made days a part? No. I dont buy that. And now that this has happened, *** read reports of this happening to a lot of other ppl! This business is a SCAM!

  Business Response

  Date: 01/08/2025

  This customer made 3 separate order a few days apart. We shipped the 3 orders in 2 shipments and refunded one of them as she did not make the orders together so would have missed out on our 3 for 2 offer had we not done that for her. We shipped her  orders within 1 business day. The post office does not update tracking until it reaches the final mile, although we pay for tracked shipping and do not charge the customer for shipping. As you can see by the enclosed screenshots directly from this customer's order, her orders are in transit. They are not sitting in ******* and clearly show they are in transit. The **** tracking shows the same.

  We responded to the customer's email on January 3rd within 1 hours. We certainly did not  tell her that it is her problem. We told her we were very sorry about the POST OFFICE delay and we filed a missing mail claim on her behalf, although the post office does not consider it missing for 30 days. Her orders were shipped on December 13th and 16th. Both orders are delayed which is not completely unusual a less than a week before Christmas. She emailed when her orders were 10 business days in transit (there was no mail on Christmas day or New Year's Day or over the weekend for movement). 

  Our company has been in business for nearly a decade and we are certainly not a SCAM. There is a post office delay for an order made over the holiday season. Although it is unfortunately, we are at the  mercy of the post office once we ship an order. We are doing everything we can to locate her paint by numbers kits, but his claim is a bit over the top considering we have replied to her, apologized for the delay of the post office, and filed a missing mail claim. We are doing everything we can to locate her orders and will continue to monitor them until  they have been delivered or declared  missing.

  
  As you can see by the enclosed email chain, this customer was not being truthful when she claims we told her it wasn't our problem that the post office has a delivery delay. In fact, we profusely apologized and advised we were doing everything we can to locate her paint by numbers kits.

  Thank you,

  Masterpiece by Numbers

• Initial Complaint

  Date:12/05/2024

  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.

  I ordered 6 paint by number kits on November 20th from this business. The total cost is 119.80.Their website claims the items are shipped within 1-2 days and the delivery process should take 2-5 days to complete. I haven't received my order yet U156750. I first contacted the company on November 27 about the missing order. They blamed it on the post office, though I had another order placed November 17 that was tracked and delivered to me successfully.November 27 their answer: Hi ****** We see this unfortunately daily with **** not updating tracking regularly on shipments. The majority of our shipments receive no update until the order is scheduled for delivery in its destination state. We understand this is frustrating for our customers, we are equally frustrated since we pay **** for tracked orders. We will continue to monitor both orders to ensure they arrive and appreciate your patience.I have contacted them 3 times since and been given the same runaround. I had a mail search initiated on November 29 the postal service called November 30 that my individual package had not been scanned/accepted at the sender's post office. A "manifest"had been scanned that includes the total amount of packages the company has going out.I received this answer about the mail search Dec 2:We are working with **** to locate the parcel and are the ones that initiated the Missing Mail Search. **** is working to track down the shipment in their system. We can assure you it was handed off to them and it has shipped. This is unfortunately not unusual for **** during this busy time of year. We are monitoring the shipment daily and you will receive an email notification once it has been scheduled for delivery. If the order cannot be located, we will advise via email and either a refund or replacement will be *********** it is December 4 no package and no update. They are trying to dictate to me when I will get a refund. I have placed many orders and this is unacceptable.

  Business Response

  Date: 12/05/2024

  This customer made an order on November 19th and it was shipped the next day, November 20th. We do not charge customers for shipping, but we do pay the post office for 2-5 day shipping. Our packages normally do arrive in this amount of time. During the holiday season, though, and especially the week before Thanksgiving (when there is no mail delivered) and Black Friday, delays can occur. This happens every year for all companies, not just ours. The tracking shows that her order is enroute but delayed. This information is directly from the post office website and something we have no control over. Again, we pay the post office for 2-5 day shipping, but delays can occur that are beyond the control of our company. We cannot refund for an order that is enroute and that the customer will receive, albeit a bit later than expected (during the holidays, delays occur every year with the post office for all companies due to the volume of mail that they are processing). We responded to the customer's emails on November 27th, December 2nd, and we filed a missing mail search on the same day, although the post office does not consider mail missing until 30 days (it has been 12 business days since her order was shipped). This complaint is shocking to say the least, as the tracking shows exactly where her order is and the customer is aware that the post office (rather than our company) has a delay during the busiest time of year. We have been in constant contact with the customer and she can also check her tracking directly on the post office website (I have enclosed this). She is welcome to  return the order within 30 days of receipt once she receives it, but we cannot refund for refused orders so we recommend that she not refuse the order. This information is on each page of our website.

  Customer Answer

  Date: 12/05/2024

   
  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.

  Thank you for your help with expediting this matter.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/06/2024

  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.

  The item purchased was substantially misrepresented on the website. The item was purchased on October 19 and not received until November 5. The website claims *** Priority 2-5 day shipping with tracking. The item was sent via standard ***** They advertise this product using a photo of a painting by a professional painter, This is a false representation of what you are buying. The package contained a tiny image of what the actual painting will look like which is substantially different than the artists rendition. I am attaching images for reference.I have been in contact with the company, several times, Each time I emailed them they responded with excuses, lies about shipping, comparisons to their competition and boasts about their superior to all else product. The tone of their responses has been arrogant and demeaning. All theyve ever done is tell me that I am wrong, and they offer the best product and service out there. I told them I could no longer use it for its intended purpose and to cancel the order for a full refund. They refused to cancel the order and told me that if I refused delivery of the order that they would not issue me any credit back for the product and that I can return the product after I accepted delivery of it. It would cost me $30.57 to return the item via *** without additional insurance. They threaten you to purchase, since they will not refund any damaged package. Doing so would not make financial sense and Im sure they would find some reason to refund me less than the purchase price on top of that or nothing at all. I have no choice but to keep the inferior product and either dispute the charge with my credit card company or file a formal complaint which is what *** decided to do. All over their website they boast about their product and service then when its time to represent themselves in a proper manner they treat their customers like garbage, at least that has been my experience.

  Business Response

  Date: 11/06/2024

  This customer emailed on November 5th to complain about the order he received. We responded within 1 hour and sent him the return information. We license all of our paintings from the original artists and pay them royalties. We have sold hundreds of this painting with no complaints. The paint by numbers is exactly as we advertise it. This customer obviously is just trying to ruin our company name using methods that we have no control over. It is not only outrageous, but unnecessary. He has 30 days to return the product that he does not like and his account will be refunded. We cannot do anything else. He can have his opinion about our company, but to unnecessarily smear our name using online platforms is unfair to our company. Again, he has 30 days to return the product that he does not like, but his characterization is his opinion, not fact. We have over ****** verified reviews from customers and we stand by our products. They are fantastic and second to none in the industry. The only people who use BBB are those who are trying to ruin a company's reputation. Our company is beloved by thousands of people. We have sold literally hundreds of thousands of paint by numbers kits and honestly, we rarely have a complaint. This is very, very odd that he wouldn't just return the product but instead smear our name. Sounds a lot like he may work for a competitor. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22522028
  
  I am rejecting this response because:

  There are two issues at hand here.  The first being the shipment time and the second being a false misrepresentation of the product I purchased.  Ive emailed the company a total of 7 times:10/7, 10/8, 4 times on 10/20 and 11/5.  The company has blatantly lied about the shipping of the product.  Their website clearly states *** priority shipping, 2-5 days with tracking.  In actuality, the product was shipped **** standard ground shipping which took 30 days to arrive and had no tracking.  Ive provided proof of all of this in the attachments to this claim as well as an attached screen shot of their email receipt clearly stating Priority shipping 2-5 days.Since the shipment was late, I asked to cancel the order and was refused.  They further threatened me that if I refused the delivery that they would not accept it as a return and not issue a credit for the order.  This is done purposely so the customer would have to pay to return the item, which I previously stated would cost over $30, roughly half of the purchase price, and would not be feasible financially due to the high cost of shipping and the value of a return and credit.
  The second issue is the misrepresentation of the product.  As Ive already stated, their website depicts an image of ******* Hunters Battle on the High Seas.  ******* ****** is a self-taught artist since the age of 12. He has since been creating beautiful masterpieces featuring wildlife and natures scenic views. ******* finds his inspiration through his longing for a peaceful world, full of homesteads, villages, wildlife and he uses painting to express his faith.  He licenses his work for use of greeting cards and puzzles which can be seen and purchased on his website *********************.  To make this more clear Ive attached an image showing a zoomed in portion of both the original master painting and the tiny preview image included with the order.  You can very clearly see that what I thought I was purchasing is very different than what I received.  Its akin to showing a picture of ****** ****** dressed as Barbie and the product being a plastic Barbie doll (see the attached example).
  I am not trying to ruin this companys name.  They claim that they have over ****** positive,verified feedbacks, so how will one dispute defame their name?  All I want is a product that is as advertised and since they cant manage to produce that, then I want my money back.  If they are willing to allow $64.95 ruin their name, that is their prerogative.  If theyve sold hundreds of thousands of these paint by number kits, then they are a very successful business and one unhappy customer requesting a refund should be of no consequence.  I have made hundreds of online purchases and have had little to no issues with any of them.  Ive purchased several other paint by number kits and have had no issue with any of them.  I find it laughable that they think Im a competitor trying to smear their name.  A companys name is only as good as their products and customer service.  I am not saying that their product is bad, in fact the quality of the product seems very good, it is just not as advertised and a huge disappointment from what I thought I would be receiving.  I was really very excited to work on this project and now I cant use it for the gift as I had intended for both reasons stated above.
  
  Sincerely,
  
  ****** ***********

  Business Response

  Date: 11/08/2024

  This wasn't an offer, but an explanation of what actually occurred. Again, we have responded to the email from this customer that he can return the kit within 30 days. 

   

  Thank you,

   

  Masterpiece by Numbers

• Initial Complaint

  Date:02/12/2024

  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.

  I ordered a painting from this business and, when working on the painting, I discovered that they did not provide me with enough paint to finish the picture. I tried calling them - all I got was a voice mail saying to send them an email.I sent them three emails. They ignored two of them. They also refused to send me more paint unless I paid for it. Why should I pay more for an item that was sent incomplete? I want my money back or I want them to send me the paint I need to finish the picture. This should be their expense and not mine.

  Business Response

  Date: 02/25/2024

  This customer has made the same complaint over numerous platforms. She not only complains about our company, but it appears she is not happy with ANY company. She has TWENTY SIX 1 STAR revies on Trust Pilot alone for TWENTY SIX different companies! It is clear this woman is not happy with anything. We sent enough paint with her kit, as everyone else had enough. She may be heavier handed when painting and we do offer extra paint for purchase on our website. She is angry that we will not send her free paint. We will no longer be responding to this lady and she has been blacklisted from purchasing from our company every again. 

• Initial Complaint

  Date:11/16/2023

  Type:Delivery 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 online from Masterpiece By Numbers on October 30th, 2023. The amount ordered came to $38.90 and my order number is: U130674. The website for this company states orders are shipped within 2-5 business days. When I did not receive my order after this time period, I emailed the company and asked about the delay. They insisted I give it time. I gave it a few more days and then I contacted the U.S. *************** According to their tracking, they said it appeared the order had been lost because it was sent to the wrong post office and they lost tracking after that and had no idea where the package was. The post office also noted that Masterpiece By Numbers has ground advantage which guarantees to them that if their packages are not delivered within 2-5 business days, they would be refunded. I reached out a few more times through email to Masterpiece By Numbers and left a phone message regarding this. They did not return my call. Today, Monday November 13th, I phoned again and spoke with an extremely defensive and rude person. She refused to listen when I tried to explain about the lost package and would not give me a refund, stating I had to give it more time. I would like a refund for my order, as I have already confirmed with the post office (service request number ********) that the package is lost. According the the post office, Masterpiece By Numbers is insured for this and will get their money back for the lost package if its not delivered within 2-5 business days. Masterpiece By Numbers needs to refund my money and take up their claim about the lost package with the postal service rather than make their problems the customers problems.

  Business Response

  Date: 11/16/2023

  We have answered every email and phone call from this customer. Unfortunately, at this time of year delays can be expected. We shipped her order on the same day that she made the order, October 30. The post office has advised there is a delay in delivery. We have no control over this and explained to the customer that we cannot file a claim until 30 days has gone by. Typically when there are delays, the package inevitably gets delivered, albeit later than we would like. We explained all of this to the customer via email and on the telephone. The customer was shouting on the telephone about her paint by numbers kit being delayed and we did try to calm her down and explained the delay is out of our control, but we would be happy to refund her once the 30 day policy of **** has passed. Again, this is certainly not typical of our delivery time since we are only in *******. We asked the customer to try to be reasonable, especially at this time of year, but she has taken to social media to try to ruin our great reputation over a her paint by numbers kit being delivered late. We are very sorry that this happened and will continue to monitor her order until it has been delivered. We are happy to refund the customer once the 30 **** policy has passed. 

  Customer Answer

  Date: 11/18/2023

   
  Complaint: 20862291
  
  I am rejecting this response because:

  Masterpiece By Numbers did not answer my phone calls and their email responses were vague and offered no assistance for contacting the postal service. Ive had to do this all on my own once it became clear they werent going to be of any help. This company has only offered excuses and no action. Its been my experience when dealing with reputable companies, for the company to take the reigns and respond by something along the lines of Im sorry for the delay, how can I make this right? Instead, the person I spoke with on the phone on Monday responded by throwing a temper tantrum and shouting over me Youre not our only customer! and we dont have time to answer every phone call! Note, it had been 3 days since I requested them to return my call. Their website states no refunds after 30 days, yet this staff member claimed I should wait 30 days to ask for a refund. In regards to this company now claiming Ive taken to social media to try to ruin their great reputation , let me be clear, Ive not gone on any website other than the BBB to file a complaint. MBN needs to provide proof of such an accusation. Speaking of reputation, I did note that this company has a C MINUS rating with the BBB and there are numerous complaints about them, which explains their low rating.
  

  
  
  Sincerely,
  
  ***** ***********************

  Business Response

  Date: 12/07/2023

  Hi there-

  Firstly, this order was delivered on November 24th. Although it took much longer than usual through no fault of our own (the post office sometimes had delays and that is unfortunately something that can occur when ordering online), this order was delivered. We were in constant contact with the customer and informed her numerous times that the 30 day returns policy obviously would not go into play if there was a delay in shipping. We explained this to the customer and most people would automatically assume that to be the case. This customer lied to you about what actually transpired and it is disappointing that we are put in a position to defend ourselves publicly by somebody who was behaving in aa very unreasonable manner.

   

  Thank you

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20862291
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ***********************

• Initial Complaint

  Date:10/04/2023

  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.

  A few weeks ago, I called to check the status of my order. The lady on the phone immediately got defensive and started rambling on how custom orders take 6-8 weeks and hows its ALLLL over their website, and that its SOOO clear when you order a custom painting. FIRST OFF..I was literally just calling to check the status. I didnt demand my painting in the 3-5 days shipping (rightfully so, my mistake) but she just CONTINUED to go on about how CLEAR the timeframe is. The fact that she didnt even listen to what I was saying and was immediately defending the order proceeds just PROVES how many times they get calls about thisand thats because IT NOT ALLLLLL OVER THE WEBSITE LADY! Its at the VERY BOTTOM of the page in black writing. Yall know exactly what sales technique you are using, and ITS SHADY AND YOU KNOW IT. but whatever, I tell her its fine I understand. And then she goes on the tell me that it wont take the full timeframe, that the owner is already working on my piece as we speak, and he usually gets it out in a week. But yet here we areTHREE WEEKS later and still not even a shipping label created. So because I called and probably upset the rude lady, they are probably holding onto my painting for the full timeframe, just to be SPITEFUL. your business is shady and you know it. & to the extremely rude lady who answered the main line phone numberI hope you read this and maybe try and listen to the customer first before jumping to conclusions. If the painting does actually come inIm not very hopeful that its gonna turn out so great. Very very disappointed.

  Business Response

  Date: 10/04/2023

  This customer made an order on September 16, 2023 for a custom paint by numbers kit. We advise on each page of our website in several places, including right on the custom order page, that  custom kits take 6-8 weeks. The customer emailed on September 22, 2023 and we advised her of the same. She then called on the telephone and began berating our customer service representative about the delivery time and accused our company of having fraudulent and deceptive practices. Again, our delivery time for custom kits is on every page of our website. It is clear the customer didn't read the delivery time and was very angry that it would take 6-8 weeks. On October 3rd she left a very angry 1 star review on Trust Pilot and was dishonest to say the least. We canceled her order and refunded her at that point, as she left a 1 star review for a product that she ordered 3 weeks earlier and had not even seen yet. To reiterate, our custom kits take 6-8 weeks and this is very clear on our website in numerous places and at the bottom of every page on our website in bold print. This customer reached out 6 days after her order was made demanding to know why she had not received it and then 3 weeks later left a 1 star review (and this BBB complaint), when we advise on every page of our website that custom kits take 6-8 weeks. We refunded her today, as it is clear she is a fraudulent chargeback risk. 

  *****************************************************************************************************************************************

  September 16, 2023 at 12:15 pm from Online Store
  
  Custom Paint By Numbers Kit
  Unframed
  SKU: Custom 40x50
  $49.95 1
  $49.95
  ********* at MBN *** - ************************************
  Uploaded image:
  
  Refunded
  
  Original order September 16, 2023
  $49.95
  
  Subtotal
  0 items
  $0.00
  Shipping
  Priority 2-5 Days (**** lb)
  $0.00
  Total
  
  $0.00
  Paid by customer
  
  $49.95
  Refunded
  Reason:
  -$49.95
  Net payment
  
  $0.00
  
  
  Today
  
  You ("Masterpiece By Numbers" <********************************>) sent a follow-up email to *************************** (***********************).
  9:25 AM
  
  You sent an order cancelled email to *************************** (***********************).
  9:22 AM
  Resend email
  
  You canceled this order.
  9:22 AM
  
  This order was archived.
  9:22 AM
  
  You ********* 1 item at 1 location.
  9:22 AM
  
  You refunded $49.95 USD on PayPal Express Checkout.
  9:22 AM
  
  
  Order confirmation email was sent to *************************** (***********************).
  12:15 PM
  Resend email
  
  $49.95 USD was captured on PayPal Express Checkout.
  12:15 PM
  
  $49.95 USD was authorized on PayPal Express Checkout.
  12:15 PM
  
  Confirmation #A88M0NAHQ was generated for this order.
  12:15 PM
  
  *************************** placed this order on Online Store (checkout #**************).
  12:15 PM
  
  Notes
  
  No notes from customer
  Customer
  
  ***************************
  1 order
  Contact information
  
  ***********************
  
  Shipping address
  
  ***************************
  *******************************
  ****** ** 76513
  *************
  
  
  

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20688914
  
  I am rejecting this response because:
  This business continues to spew lies. I never received a response via email regarding the status update of order. Which is why I called to check on it, which is when the customer service rep began with her rude response about the policy. In addition, their claims of being transparent about their order processing time is false. The following documents Ive attached show how discreet their process is about shipping and delivery. The first few pictures show how far down on the website the policy about custom orders are. There is nowhere in the actual check out section showing 6-8 week delivery. In addition, on my emailed receipt, it shows absolutely NOTHING about it taking 6-8 weeks or about their refund policy, because if it had, I wouldve requested a refund right away. And when I called on the 22nd, I requested a refund which they denied. I know they have now refunded it, however, I am requesting that this business be held responsible for their misleading techniques to gain customers, and be more transparent to their future customers. Im not the first or last person that is gonna be fooled by their misleading shipping method (2-5 business days) and their policy of *Custom orders require 6-8 weeks to create and deliver. this misuse of the word delivery is wrong.  This company needs to change their advertisement on their website in order to protect the consumers. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2023

  This customer has been refunded and her order was canceled. Her continued abuse of our employees both in emails and online outrageous. Please refrain from contacting our company again. Our delivery times are on every page of our website and we have thousands of customers who regularly order with no issues at all.

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Last year in March, I sent a photo of my 3 children all together I wanted to paint them, I also had them put it on a canvas,( the cost was over $50.00) this would be easier for me, At the time I was doing another painting so I was in no hurry, the painting arrived in April so I put it away for the fall ,I got Covid , I was sick for awhile being over 70 I had no interest in painting. In Jan 2023 I started the painting , the colors where all off, one child was fine but the others where ***** and RED. I sent them a Email and I called and left them several massages, finally I got a very rude Lady on the phone, she didn't care about my problem, she said one of the children were at the end of the table, so they painted him Black and Brown and it wasn't there problem and a white stripe in one of my boys hair, JUST PAINT OVER IT!! That's not what I paid for. I would like a refund.Thank You *************************