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:03/30/2025

  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.

  Disappointing and Deceptive Return Policy Be warned: if youre not satisfied with the product, youre responsible for shipping it back yourselfand thats where the problems begin. I tried returning an item through my *** business account, only to be told that sending it to the return address provided would cost $700. I was given the option to discard the item or pay nearly the same cost as the product itself (around $200) just to ship it back to *********The product was still completely unopened, in its original plastic and packaging, yet the company offered no help or flexibility. When I explained the situation, their response was essentially to brush me off.If youre considering buying from here, I strongly recommend you think twice. If youre unhappy with the product, returning it may be more troubleand costthan its worth.

  Business Response

  Date: 04/15/2025

  Hi,

  This issue was resolved and refunded, please see attachment. The customer has received a full refund.

  Thanks,

• Initial Complaint

  Date:12/17/2024

  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 purchased a piece of artwork, but it was not represented accurately on the website. I requested a refund per their refund policy. The refund policy states that a refund will be issued 35 days after returning the product. I have gone rounds of emails with their customer service and they are only offering me 25-50% of the purchase price and to keep the item, both of which I declined, reminding them of their refund policy stated on their website. Their correspondence since has gone silent, and I am unable to resolve this myself due to no communication from the company. I did not pay any shipping costs for this item.

  Business Response

  Date: 01/07/2025

  Hi,

  We provided a return address and have not heard back from the customer. Please see attached for email correspondence. We offer 180 days to return an item and offer full refunds. We have not received the item or tracking number showing it was shipped to us. 

  Thanks,

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22701342
  
  I am rejecting this response because:

  I emailed the company back and forth for six days, wherin they offered for me to pick out a different product in exchange, a 25% refund to return my item (I pay shipping), a 50% refund to return my item (I pay shipping), then no response at all. At this point I filed the complaint with BBB and also a dispute with my credit card company. Clock Canvas, as evidenced by the email chain I provided of inadequate offers in response to my refund request, all of which do not comply with their refund policy, only sent me a return address for me to ship my item once I informed them that I took up the issue with BBB and my credit agency. I have since read numerous complaints of customers that have had similar issues with Clock Canvas, including instances when Clock Canvas stops responding to customers' inquiries. I have no reason to trust this company. A good, trustworthy business would have honored their return policy for a full refund when I requested it, or at the very least, when I responded to their inquiry of why I was returning the item, as well as my decision to not pursue any other item on their website. Instead, they haggled with me for a week by continuing to offer less than a full refund with each correspondence. Their response to this BBB complaint is inadequate, untimely, and untruthful.

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

  Business Response

  Date: 01/09/2025

  Hi ******,

  Based on our attached email chain, we want to reassure you that we have been responsive throughout our communication. After providing you with the return address, we did not hear back, which led us to believe you were proceeding with the return and that we were awaiting the tracking number. The alternative options we presented were never intended as a deterrent but rather as a convenient solution, as we understand that return shipping costs can be significant. Many of our customers appreciate these alternatives, though we fully understand if they do not meet your needs in this instance. As outlined in our refund policy and previous emails, a full refund requires the return of the item, which aligns with standard return practices. We appreciate your understanding and are here to assist further if needed as we wait for your return.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22701342
  
  I am rejecting this response because:

  Clock Canvas is stating that many customers appreciate the options that they offered me when I requested a refund. If I had appreciated these options, we would not be going through this process with the BBB, which is clear in the email communication chain that I attached to my complaint. From Day One when I requested how to initiate returning the item, I confirmed that I did not want an exchange and rejected the low-value, partial refunds that they continued to offer me and asked how to process a full return SEVEN times. Each of their emails offered crumbs which I declined, and never in any email to me provided a return address so that a full refund could be considered. Is it simply coincidence that only after I finally informed the company that they clearly were not acting with best intentions with my requests that they provided their return address in order to return the item (also evidenced in the email communication chain that I included in my BBB complaint)? To what end now? For me to haggle with them all over again about how much they are willing to refund me once they receive the item? The entire experience has been time-consuming and unprofessional, and I will not be spending any more energy on my end so that this company may receive a positive report because the issue was potentially resolved. No refund, I accept it. I will not be communicating further with this company, via shipping and or email. And I will warn any potential customers of the headache that will ensue if they happen to purchase from Clock Canvas an item that they are unsatisfied with.

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

• Initial Complaint

  Date:10/12/2024

  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.

  Content inside of package arrived damaged. Fragile items were placed inside a thin flimsy box. I have requested a supervisor phone call to address this issue but have been ignored.

• Initial Complaint

  Date:07/08/2024

  Type:Delivery 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.

  I ordered 2 paintings from Clock Canvas on November 26, 2022 for a total sum of $1,630 (5586 nis). I ordered oil paintings off of the website and when they sent me samples of them the colors did not match the colors on the website. They said they would continue to work on them in order to get close to what is on the website. At a certain point they stopped communicating with me. When I threatened legal action they said that they were sending me emails that were bouncing back to them which was obviously untrue because I have been communicating with them and never changed my email address and then they suddenly were able to send emails after I threatened legal action. It has now been 20 months and I still do not have my paintings.

• Initial Complaint

  Date:03/13/2024

  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.

  Clock Canvas, my order #cyorrelzp Item ordered 11/28/23 & billed.to my chase card. . item received 12/23/23.returned via *** 12/28/23. proof of delivery #1z9r3a89034277394 items received by them 1/2/24. Was returned to ************** e ****** ** ***** ***** and received at the dock. i emailed several times with no response. Returned due to wrong items sent to me. not sure if i accidently ordered 2 of the wrong size pic or if they sent me the wrong one.. at any rated i returned the pics and should receive a refund. $127.98 is nothing to sneeze at especially being retired and on a fixed income. in the meantime, i received a new chase ********* items from the old card number were transferred to the new number. but, i still should have gotten a response from them.

  Business Response

  Date: 03/13/2024

  Hello,

  We have responded to all your emails, see attached. After a few responses on the first email we stopped receiving answers from you. I have also attached your order summary to show you ordered 2 items which we sent to you as you have confirmed. In our return email we specifically ask for you to provide us with your returning tracking number which we never received. We also ask that inside your package your order number or details are inside so we know the package is from you. Neither of these items were provided to us and that is probably why you have not received your refund yet. 
  
  We are a customer focused business and customer satisfaction is our top priority. Regardless of the actions that have led to this, we have issued you a full refund.

  Warm Regards,

• Initial Complaint

  Date:03/08/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 guaranteed 100% moneyback if we were not satisfied. I sent them numerous emails. and they responded with wanting us. To buy another painting and keep the original painting. The original was nothing like what the pictures on their website shows. then they wanted ridiculous amount a return fee. We want to return it at their expense, we expect a full 100% return as advertised.

  Business Response

  Date: 03/11/2024

  Hi *******,

  We sent you 3 emails with no response on February 5, 16 and 20. 
  
  As stated in our refund policy, we do not cover the return cost:  ******************************************************. This is a very common practice for large items, even amazon and wayfair do not provide labels for products this large. 
  
  We are also not the couriers, we do not decide the return cost of the product. The cost you are getting quoted is the same cost we paid to have the item sent to you and we did not charge you for this, we offered it for free.

  I am sorry you are not happy with the product but it is our best seller and we have thousands of happy customers regarding it's quality. If you do not like the item you will have to return it for a full refund.

  Thanks,

  Customer Answer

  Date: 04/23/2024

  Complaint: 21405514
  
  I am rejecting this response because: I told him that I would pay for return shipping. I asked them for a return address and they wouldn't did not respond. I didn't have one when I got it so I dont know where to send it. All I need to do is to give me that address and my refund. Please advise. 
  
  Sincerely,
  
  *************************; 

• Initial Complaint

  Date:11/20/2022

  Type:Order 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.

  Paid $144 for artwork. Received email that order would be shipped in **** business days. A few days later, received another email that order was on the way. Have not received package and when I use the tracking information they gave me, it says it has not shipped and there is no carrier available to deliver my package despite the company taking my money for this item AND it's been more than the **** business days since I made the purchase.

• Initial Complaint

  Date:10/20/2022

  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.

  Ordered a 24x36 standard print canvas, the company sent me a false receipt for a significantly cheaper and smaller item that isnt even the same price on the website (apparently $10 more expensive!!!). They claim I chose a CM measurement and that this is what I purchased when it was NOT. How do you justify a smaller picture with a cheap plastic frame being $360? Simple answer is, you dont. Then they tell me that I would have to have the item returned and shipped back to ****** at an expensive shipping cost. This is a common scam and other people have also sadly been taken advantage of. *** filed an FTC complaint as well and will continue pursuing consumer protection complaints. Im now out $350 with three cheap images I didnt buy, nor can I do anything with them! I am not going through a process that requires me to return items I didnt but to begin with ESPECIALLY if theyre threatening expensive shipping charges to ship it back. Ive also heard that theyve proposed minimal discounts of 15%. I would still be paying over $300 for three cheap pictures in a plastic frame. This is some of the worst customer service Ive ever received, and its very sad that businesses will take advantage of people that dont know any better!!!!!

  Business Response

  Date: 10/21/2022

  Hello,

  The customer ordered a "Set of 3 - 30 x 45cm - Framed Prints" as can be seen by the order receipt attached. That is exactly what they received (proof in the email thread attached).
  
  We never stated he had to return the items to ****** as can be seen from the copy of the email thread attached as well. 
  
  In addition, he is claiming we sent him a fake receipt but this is impossible as our store is powered by Shopify and the process is automated. Also, the different price points can be explained by a $10 coupon used by him to lower the price from $359.99 to $349.99 which can be seen in the order receipt as well.
  
  It is clear the customer made an error in his order but in situations like this he would need to return the item for a full refund, a standard business practice. 
  
  On our website you choose the product options on the product page, you add them to your cart where you can review them, you review it again at checkout and you receive a receipt with the item description as well. There are multiple parts where the order can be reviewed. Anyone who uses our website can validate this process for themselves. 

   

   

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18254533
  
  I am rejecting this response because: THE **** THAT THEY CLAIMED I PURCHASED IS A COMPLETELY DIFFERENT ***** THAN WHAT I PAID.  ON THEIR SITE IT IS $359 WHEN I PAID $349.FOR THE **** AS SHOWN IN PICTURES.  IT IS OUTRAGEOUS TO THINK THAT ANYONE WOULD PAY $359 FOR THREE PICTURES IN A CHEAP BLACK FRAME.  THEY ARE A SCAM AND THIS IS HOW THEY MAKE MONEY.  READ THE OTHER BBB REVIEWS.  THE **** I PURCHASED WAS $349 WHICH IS THE ***** OF THE STANDARD FRAME PRINT 24x36in THAT I PURCHASED.  THEY ARE GOING TO CHARGE ME TO RETURN AN **** THAT I DID NOT PURCHASE.  IT WAS NOT PURCHASED BY ME, I WOULD HAVE HAD TO MANUALLY CHOOSE CM TO PURCHASE THE **** IN CM AND NOT IN.  THEY HAVE IT LISTED THIS WAY SO THEY CAN SEND ME A COMPLETELY DIFFERENT RECEIPT ASSIGNED TO A DIFFERENT ****.  THIS IS THEIR CLAIM, THEY INCLUDE SHIPPING IN THE COST OF THEIR ****S SO THEY CAN EARN THE DIFFERENCE WHEN FEAR MONGERING CUSTOMERS.  HOW CAN YOU POSSIBLY JUSTIFY THAT THREE 24x36 STANDARD WRAPPED CANVASES ARE CONVENIENTLY THE SAME ***** AS THREE CHEAP PRINTS IN BLACK PLASTIC FRAMES?!?!  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/21/2022

  Hello,

  The prices of the items the customer is interested in are not the same, if you refer to the previously attached receipt you can see the item they purchased is $359.99 and they used a $10 discount code to lower the price to $349.99. 
  
  Similar to most businesses we do require the items back to issue a full refund as stated in our refund policy, we are very transparent. 
  
  In addition, our measurements are defaulted to CM and are converted via a Shopify app to inches for ** customers since they use a different metric system. 
  
  All claims about a "false" receipt are not true as we are powered by Shopify and have no control over editing customers receipts, this is an automated system powered by Shopify and can be confirmed via their website. We have nothing to gain by sending a customer a different item than what they ordered. We sent exactly what they purchased. 
  
  We understand customers make mistakes and do what we can to help them. In this case, the entire story is being fabricated to make the customer look like a victim instead of understanding their error. We welcome anyone to go to our website, add an item to cart, go to checkout. You can see the items do not change and you have multiple steps to review it. 

  We have a *** return centre for anyone who wants to return or exchange their items. 

  Thanks,

• Initial Complaint

  Date:09/28/2022

  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.

  The picture arrived, and though we love it, the frame was damaged and the plexiglass cracked.We are asking for a credit for the framing and plexiglass portion only which would be approximately $99.00 plus any taxes applied. **** and ******, two representatives I've been dealing with are not satisfied with the pictures I sent prior to opinioning the package. Unfortunately, I do this all to time now due to how packages are being handled today.

• Initial Complaint

  Date:09/22/2022

  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.

  I ordered a 3-piece set picture from ClockCanvas.com. Upon receiving them, we noticed right away that the "gold" color was much more of a brown/bronze. We clearly received a subpar item that was printed incorrectly.Upon reaching out to their support, we were told that we would have to pay for return shipping since that's their policy. Is it in the policy to sell misadvertised art? Then they tried putting the blame on "...art is very subjective...". If we only received what was advertised, we would have been much happier, although still not sure it's worth the price.I ended up returning the 3-piece set since it clearly did not match what was advertised and the company is refusing to refund me!! My wife had shipped the items back to them, but she threw away the **** receipt with the tracking number. They obviously received the items back as it was shipped to their provided return address, but they're not admitting to receiving the items because I can't provide the tracking number. They don't seem like a large company by any means since they never answer their phones and the same 2 people always email back, so you can't tell me they're too busy to find my returned package. So I'm now out about $300 and have nothing to show for it! Absolutely ridiculous!!

  Business Response

  Date: 10/09/2022

  Hello,

   

  I am sorry to hear you are having a negative experience. We do require a working tracking number with every return as mentioned in our emails. The reason for this is because sometimes items do get lost in transit, get damaged or have courier issues. In these situations, couriers will refund the full amount of the products. Unfortunately, we do not have any returns at this time with your name or order number otherwise we would be able to issue a full refund as promised. 
  
  We recommend reaching out to the courier who may be able to find your package using your credit card number, transaction number or possibly another way. 

   

  Thanks,