ComplaintsforCanvas Prints

• 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. ↩