Complaints

This profile includes complaints for Canvas Champ's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canvas Champ

  752 Winer Industrial Way, Suite G Lawrenceville, GA 30046

• 

  Canvas Champ

  25 Enterprise Dr Cumming, GA 30040

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:04/11/2025

  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.

  Placed order with he Retailer - Canvass Champs for photo to be produced and deliver for ******* /Memorial Services. The company did not complete the requested order in time for the memorial and shipped the items after the required date listed in the order.. I am requesting a full refund for the replacement cost of having posters made to replace the order not delivered. The order was placed online with Specific Order Deliver Date and address was provided. ***** was approved and confirmation of delivery date was confirmed. An shipping additional cost of $91.00 was added to ensure timely delivery for memorial. The Retailer did not contact or advise the shipment was delayed. The memorial was held without the photos and Posters were purchased at an additional cost of $289 from Office Depot. When the retailer was contacted, they acknowledged they were having problems with delivery and communications and offered to refund the expedited delivery cost. The memorial is over, the family has departed way via traveling now the retailer wants us to keep photos they produced and delivered after the agreed up service contracted. I would like to have this resolved without further legal remedies.

  Business Response

  Date: 04/13/2025

  Dear Customer

   

  We will update you on  your request via email.

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23191015
  
  I am rejecting this response because this is a pending resolution. The retailer essentially wants to refund the shipping expense.  The order was placed with the specific need for a Memorial Service.  There was an additional expense of $279 to print poster to replace in some form the incomplete order by the retailer.  I advise the retailer in all contact a full refund is the only amicable resolution given the Order Details and admission on the retailer 's behalf the order was not shipped in time for the event which is listed and confirmed in all prior contact with the retailer.  The messed up this memorial service. They should reply in this format as a resolution.  

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

  Business Response

  Date: 04/16/2025

  Dear Customer

   

  We have informed the team to process the refund and update you in ***** hours via email once the refund is processed.

   

  Customer Answer

  Date: 04/16/2025

   
  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:04/04/2025

  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 placed four online orders with this company. The first order went smoothlyI paid, received the product promptly, and was satisfied with the experience. Based on that, I decided to place three more orders about a week later.Immediately after submitting the new orders and making payment, I realized I had selected the wrong sizes. Within minutes, I submitted a support ticket for each order through their website to request a size change. I did not receive any response for several days. I then attempted to use their online chat feature, but it was non-functional. I followed up with emails and additional support tickets. I also noticed that any second or follow-up ticket submitted for each order would disappear from their system.When I eventually received a reply, they told me it was too late to change or cancel the orders. While disappointing, I accepted that. However, the real issue is that I only received one of the three orders I paid for. The other two were never delivered, and I have received no further communication from the company despite repeated attempts to reach ****** this point, I have paid for three orders and only received one. I am requesting a full refund for the two undelivered orders. Whether this is due to extremely poor customer service or something more concerning, the end result is the same: I paid for products I never received.

  Business Response

  Date: 04/06/2025

  Dear Customer
  
  
  We apologize for the inconvenience. We see that the packages are delivered and below are the details for the same for your reference.
  
  
  USA174075008250, delivered via ***** tracking number 444301702121 The link of the ***** tracking is ********************************************************************************************
  
  
  USA174075684429. The refund is processed to your mode of payment, which will reflect in ***** hours.
  
  
  USA174075696875, the refund is processed to your mode of payment, which will reflect in ***** hours.
  
  
  Regards
  CanvasChamp.

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though they are lying and stating that I received all of the packages, I am accepting their response, as they are giving me a partial refund.  
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/02/2025

  Type:Product 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 an acrylic picture and paid for the hanging kit they never sent me the hanging kit been trying to reach out to them for a refund but they do not answer calls or emails

  Business Response

  Date: 04/03/2025

  Dear Customer

  We are sorry for the experience and we do not see any emails form your side regarding the order USA174287596495  but share us the images of the package without the hardware and we can refund you the ***** refund for the hardware

  Customer Answer

  Date: 04/03/2025

   
  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:03/05/2025

  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.

  Purchased metal prints on 2/14/25. Received 2/20/25. Prints had dust blotches and were razor sharp. Product were junk. submitted complaint on their site, ******, and my bank. Seller didn't respond for a week. Then responded with gibberish like "package was delivered on 2/20".Then they asked for photos of the defective good. I sent immediately, but they again requested the photo no less than 4 times over the week.Through ****** they wanted to negotiate refund. Only if I paid the return shipping.Their T&Cs at ******************************************************* CLEARLY STATE "Responsibility for Return Shipping Costs: Return shipping costs are paid by CanvasChamp." HOWEVER THEY DO NOT STAND BEHIND THEIR T&Cs.AVOID THIS SELLER. THEY ARE IN ***** -- NOT ************** OR *******!.

  Business Response

  Date: 03/09/2025

  We have fully refunded the order.

• Initial Complaint

  Date:03/04/2025

  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 have ordered many times from Canvas Champ, and they are usually pretty good responding. My last order, however, not so much. After multiple mistakes in wording for my cat, Frannie's, eulogy, I approved the final print. I then received it in the mail, and there was a new typo. They spelled "quirky" as "quirtky"... so, I have tried multiple ways to contact Canvas Champ, including phone, email, and submitting a ticket. The phone just rings and rings and no one answers, and I've had no reply to emails or the submitted ticket. All I want is my Lyrics on Canvas to be re-made with the correct spelling of "quirky" and sent to me. I'm a long-time customer and I'm not asking a lot.

  Business Response

  Date: 03/09/2025

  You can check the proof approved shows the same text that you have received.

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 23021257
  
  I am rejecting this response because:

  The word was not misspelled when I accepted the proof. That is not the proof I approved. I want them to fix the misspelled word and send a new canvas to me.
  
  Sincerely,
  
  *** Jade

  Business Response

  Date: 03/16/2025

  Dear ***
  
  
  While ordering you have given attached lyrics which clearly shows that there is no error from our side.
  
  
  

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23021257
  
  I am rejecting this response because: 

  I want them to just RE-MAKE the canvas and I'll pay at this point. Just FIX the spelling of "quirky"!!! And, I would like a proof before it is sent to production!
  
  Sincerely,
  
  *** Jade

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23021257
  
  I am rejecting this response because: I want them to just RE-MAKE the canvas and I'll pay at this point. Just FIX the spelling of "quirky"!!! And, I would like a proof before it is sent to production!
  
  
  Sincerely,
  
  *** Jade

  Business Response

  Date: 03/17/2025

  Dear ***
  
  
  While ordering you have given attached lyrics which clearly shows that there is no error from our side. We are ready to waive off standard shipping charges if the customer wants to reorder but they have raised case on ****** so ****** has hold off the full money so if they want to handle it via ****** we have already replied over there.
  
  
  Regards
  ***

  Customer Answer

  Date: 03/18/2025

   
  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,
  
  *** Jade

• Initial Complaint

  Date:02/14/2025

  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.

  We ordered Christmas presents in Nov. from Canvas Champ, personalized printed items. They told us via phone they were an ***************** and items would be delivered in 2 ***. Upon placing order, they charged shipping, which was supposed to be free because we spent enough for free shipping. We called, and they said it only applied to non-sale items. (deceptive). So we paid $20 to ship. For wks prior to ****, they insisted items were coming. Tracking number didnt workno tracking available. Numerous phone calls gave excuses. We received delivery December 24th, and they were junk. For exmpl, we ordered personalized playing cards w/artwork that we submitted, and umbrellas, similarly printed with our artwork. Sadly, the decks of playing cards were nothing more than a stack of printed paper! They cannot be used as playing cards because they are paper, not card stock. Likewise, the umbrellas we personalized were not umbrellas. They were more like a childs toy parasol. We immediately contacted them, & asked for a refund and a return shipping label, and was told one would be send. After numerous follow-up attempts, we finally received an email at the end of January indicating that a refund was processed and we should receive in 3-4 days. It never was. We followed up yet again. Last week we received an email indicating they could not process a refund due to a glitch. Yet, they told us weeks ago that it had already been processed. They are once again ************, they are ignoring us. We truly believe this is a scam business. They owe us $99.48 broken down as follows. Items $69.92, shipping $23.92, Tax $5.64.Not only were the items junk (a joke), but because they were supposed to be Christmas presents, we had to purchase additional gifts to give because these items were pure junk. You cannot give playing cards that are merely paper, nor a childs toy to an adult.We suspect they are scammers, and we want a refund. We will gladly return their junk.

  Business Response

  Date: 03/16/2025

  The resolution has been given in the email chain and the proof is attached for the reference.

• Initial Complaint

  Date:02/14/2025

  Type:Product 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 made an order on Dec ***** for 15 metal prints. when it came i saw that the quality was terrible. firstly, they were scratched. and the print itself did not look like the image i gave them. it looked super unclear, like there was a black film over the image.since i needed this gifr in time for the holidays, i right away tried to reach them. i called - no answer. submitted a ticket - no answer. emailed - took a while to answer then finally did and just sent me in circles. after much ************* they said they'll refund me but then when i asked for a confirmation, they again started asking for pics. even though i already provided that.they also took a very long time answering my emails, once answered a jan 5 email on jan ****** they have stopped responding since feb 4

  Business Response

  Date: 03/16/2025

  The resolution has been given in the email chain and the proof is attached for the reference.

  Customer Answer

  Date: 03/18/2025

   
  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:02/07/2025

  Type:Product 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 an acrylic print in Nov. It took long we than advertised on their website to arrive. When it arrived, the quality was lacking. There was red paint or something splattered on it and the framing that i sleceted and paid for wasnt included. I teacher out to their customer service and after weeks of back and forth communcation they finally agreed to send me another one, ensuring the quality would be better and the framing would be included. The last week of January I finally received the reprint, they quality was better, but the frame was still missing. I teacher out again, and they said they cannot send me the framing pieces separately and ordered to only refund me the $12.99. The problem is the total cost i paid was $91.74. The acrylic print is completely usable without the framing kit. I have been patient with this process of getting what I ordered however it has been nearly 3 months and i still dont have what I ordered.

  Business Response

  Date: 03/16/2025

  The resolution has been given in the email chain and the proof is attached for the reference.

  Customer Answer

  Date: 03/16/2025

  I cannot read these attachments because they are too small and I cant seem to zoom in.  The company has since mailed me the missing parts and I was able to install them myself.  I will never order from them again, but I am satisfied now that I am able to use the product.  Thank you for your help.  
  ****** *****

• Initial Complaint

  Date:02/07/2025

  Type:Product 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.

  order#USA173343451958 December 5th I placed an order for 4 8x8 canvas prints totaling $49.55 which included $1.99 per canvas for hanging hardware. These were meant for Christmas gifts. I received all 4 canvases in mail. None of them had the hanging hardware and 2 of the canvases were not printed correctly. They refunded me $17.30 only for the 2 prints that were messed up, no refund for hanging hardware or shipping.order# USA173704152559 I reordered the 2 again that were not printed correctly totaling $35.40. I received both of them and now 1 is correct and the other is not printed correctly. I have emailed them several times and no replies. I would like them to reprint the last one that is messed up and also refund my money for the shipping that they didnt give me back and also the 1.99 (4) each for the 4 canvases that I got no hardware for. It is now February and was not able to give them as Christmas gifts like intended. Once this is settled I will no longer be using this Company for my Canvas needs.

  Business Response

  Date: 03/16/2025

  The resolution has been given in the email chain and the proof is attached for the reference.

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best I'm going to get from this company after 3 months of aggravation.I will no longer use this company. My original order was around $35.00 and after 3 months of trying to get my order correct I was charged double that amount. SAVE YOURSELF THE AGGRAVATION AND USE ANOTHER COMPANY!!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/28/2025

  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.

  Merchant advertises a policy for a refund if the product quality is not as desired. The merchant was notified in a timely manner of the dissatisfaction with the product and a refund was requested and agreed to by the merchant. The merchant has never issued said refund and has stopped communicating.

  Business Response

  Date: 03/16/2025

  The resolution has been given in the email chain and the proof is attached for the reference.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22869574
  
  I am rejecting this response because:

  Your business practices are shady and you tried every trick to not fulfill the policies that are stated on your website. A refund was promised and never delivered on. A chargeback was initiated and cancelled as you stated the refund would be given if the chargeback was cancelled. That still didn't happen and you all just stopped responding to me. After re-opening the chargeback with my credit card provider, they were finally able to return the payment. I'm not sure if it was at their cost or yours but I will be sure to never do business with your company again, inform family and friends to not purchase from your company, and make every feasible effort to dissuade others on the internet from using your company. No, it won't be much, but any effort I can make to diminish potential sales on your products is a win in my book. Thank you for showing me that you have poor business practices so that I can inform others. 

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

  Business Response

  Date: 03/19/2025

  Dear Customer

  We apologize for the inconvenience and the refund proof is attached.