Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 8th ************************ of my granddaughter and her mother, paid $52.81 and received a picture so dark you could barely see their faces, I would prefer a refund seeing how they are unable to do anything about this issue and wanted me to pay 50% more to do it again saying I sent a dark picture to begin with

• Initial Complaint

  12/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On December 11th, I placed an online order (I've uploaded that confirmation order PDF file) for a print as Christmas gifts. On December 14th, I checked the status of the order, and it was cancelled on December 12th. I've uploaded that image. I then attempted to contact the company via their customer support email and I got no response. I attempted to call, and I got no response. After a while, I decided to find a different provider on December 16th since the order was cancelled by the provider. I found and ordered through another provider. On December 19th, Canvas Prints sent me an email stating that they were sending my order. I reach back to them and said that I had already ordered from another provider. I said that I would send their product back or keep it at a reduce price. They said, in violation of their policy, that they did not accept returns. See the Canvas Prints policy PDF file, which I've uploaded.

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a canvas print from the company. I found them through ******. At the time I placed the order there were no warnings on their site about delays. It advertises 3-5 business days for your order to arrive. They now have a warning saying there will be a slight delay. Two months compared to one week is not a slight delay.After about 2 weeks I emailed customer support asking for information about my order. Was told because of the hurricane, which was about a month prior, they were working on getting production back online. So they were taking orders and advertising quick processing with no way to fulfill orders. Each time I reached out I was told it would be any day now. They even hinted that I should cancel my order and not get a refund to help support their business. When I finally did ask for a refund I was told they were back online and order would be shipped before Christmas. I just want my order or a refund. My concern is that the company is trying to get as much money as they can before officially going out of business and s******* over all the people waiting for orders.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  August 11th 2023 was the day I came to facilty to provide additional training on one of their machines. Training went well submitted invoice. Waited over a month before calling to see if payment was sent. Never got invoice submitted was told it was being processed. Waited another 6 weeks but nothing came in mail. Non payers looking to rip off hard working people.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Incompetence of customer support, false advertisement and refusal to fulfill a full money refund. While I expressed to customer support specifically ************************* and ***************************** the best they could do was give me a store credit refund. That didnt even cover my full order cost which was over ****** additionally I wasnt not able to order ****** worth of prints because I spent over ****** in shipping alone. My newly placed order has been lost and customer service is not helpful. I reviewed their website and event sent their website guarantees to customer support but they state they cannot give me my money back. Regardless of their online 100% stated guarantee.They do not offer 100% satisfaction guarantee nor do they offer 100% money back guarantee.Canvas Prints has scammed me out of what was supposed to be an amazing mother day gift and well over ****** I feel uneasy that they guarantee something online but do not fulfill it. I feel if it was a ***** order they would refund me my money however it was a large order so they are not fulfilling the 100% guarantee that they have on their website. It is labeled on their sight. They guarantee it.

  Business response

  06/07/2023

  Good Day,

   We received a complaint from the customer about order ***** and addressed this with them several times. Our site offers a satisfaction guarantee when the problem is related to a production defect or damage from shipping.  Our site does not cover the quality of the images that are provided by the customer if it does not result in a product that they are pleased with.  We offered to reprint the canvas if they provided new or even different images.  We also offered a store credit if they did not want a reprint.  The customer opted for the store credit and it was issued in the form of an electronic gift card for $558.70 on May 12th. This was the full cost of their order (including shipping fees). The email with the customer request and our response is attached.

   I have attached a copy of the last email we sent to the customer on May 22nd. This includes the pertinent details from the published guarantee that is available on our website.

   The customer did place a new order on May ************* and used the Gift Card we provided. That order was delivered on May 23rd by FedEx.  The customer has not reached out to ** about any quality concerns with that new order.

   I am also attaching copies of the order summaries. This shows the cost of the original order and the new order which also shows that the gift card was used.

   In summary, we explained the guarantee to the customer in response to their quality complaint, offered a solution, and provided them with the option they selected.  The customer then used that gift card to place a new order and it was delivered. 

   Please contact me if you have any questions.

   Best regards,

   *************************

  Customer response

  06/07/2023

   
  I am rejecting this response because: they are failing to see that that also have a 100% money back guarantee and are rejecting to do so. 
  

  I refuse to contact Canvas Prints any further. 

  
  

*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. ↩