ComplaintsforGreat BIG Canvas

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 4th, 2023 I purchased a framed print of Poppy Field (Giverny) by *********************** for $223.98 including shipping and taxes. I ordered the print with a white frame but what I was sent was the print in a black frame. On February 10th I emailed Great Big Canvas requesting an exchange, following the return policy posted on their website which reads:"First 30 days after receiving your order:Within 30 days of receiving your order, if you are not 100% satisfied with your purchase, for any reason, we will offer you an exchange or refund. We will never require you to mail your items back for returns or exchanges. Returns are always free!"I was assigned support ticket: #(1681561) but received no reply from Great Big Canvas. On February 15th I contacted Great Big Canvas using their ***************** and was instructed as follows (extract from Live Chat):(02:49:00)********************* I have all the original packing material and am ready to return.(02:50:25)******* Due to the amount of the Store Credit or Refund minus shipping, we do ask that you follow the directions below before moving forward.We do not require that you mail back your item. To complete your return:1. Cut out a 3-inch x 5-inch piece from the center of each item you are returning or draw an X over the entire face of the print using a permanent marker.2. Take a photo of the entire print showing that it has been cut or marked 3. Reply to this e-mail with a photo of the destroyed item(s) attached 4. Discard the item *If you would prefer to donate your item, we can also accept a photo of your donation receipt.Please provide either of the above options and let us know if you'd prefer the store credit. Otherwise, we can proceed with your refund and shipping is non-refundable.Seemingly there is no free return. Great Big Canvas policy that says nothing about destroying the print or donating it for a refund, I want to return the print for a refund. Regards.*********************

  Business response

  04/04/2023

  Please see attached chat conversation with *** ****** on February 15, 2023. He was given specific instructions as to how we would process his refund for order 2170849 if he would simply provide proof of rendering the order (which he was dissatisfied with) ineligible for future sale. As of this date, he not not contacted us with that information, so a refund has not been issued. During that conversation, he appeared to doubt the information being given.

  We do not accept physical returns.

  We do honor return requests for refunds at no charge to the customer, normally within 30 days of receipt of the order.

  I would suggest he contact out customer service team at ******************************************************* with the images we stated so that we may process his refund. He will want to cite my name as reference: ***************************, Director of ***************** We will be happy to honor the $223.98 under discussion.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 4, 2023, I placed an order for two pieces of wall art from GreatBigCanvas. One arrived on January 13 and the other on January 16. The second piece did not work out as hoped, so on January 25 I requested a return per instructions on their website. (They claim to offer free returns for any item within 30 days of receipt.) I received an email acknowledging receipt of the request and was told to expect further instructions within 2 business days. When I hadnt heard anything after almost a week, I followed up with an email on January 31. When I still received no response I tried calling their customer service number and reached a recording informing me that their phones had been turned off due to a high number of emails they were receiving. It invited me to try using their live chat for assistance, but no live chat feature can be found on their website. I feel that GBC doesnt live up to their claims and their customer service is non-existent. I spent over 700 dollars with GBC and am very disappointed, to say the least. Incidentally, I wasnt even looking for a refund, only credit to be used for more purchases with them.

  Business response

  04/04/2023

  As of March 21, 2023, ******************** and GBC **************** had finalized conversations resulting in a credit in the amount of $355.04 USD to her Great BIG Canvas account. Conversation thread is on the attachament.

   

  This issue has been resolved, thank you!

• Initial Complaint

  02/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered Gold Leaf art work for $250 plus the cost of shipping. What I received was carbon copied art work that is a completely different color. I ordered and expected GOLD art work. What I recieved was ORANGE and BROWN. Quality was poor, and does not look like the advertised art pictured on their site. I've reached out to them several times about a full refund that includes what I spent on shipping. I was told to destroy the art work in order to receive a refund. Doesn't seem right when we can simply ship it back, and then they could issue a refund. However, I followed the orders given to me. Now i can't get them to respond or confirm my refund. I've been ghosted by this company, and now I'm stuck with destroyed artwork and out of $253 bucks! This should be considered THEFT! They have my money and I am stuck with destroyed artwork as requested by them. I just want my money back!

  Business response

  04/04/2023

  We are sorry to hear ****************** had difficulties obtaining a refund for the licensed art he ordered from Great Big Canvas. I have attached his conversation with **************** which do confirma refund has been issued as of February 17, 2023 via Ticket #*******.

  If he has any further questions we will be happy to work with him  at ******************************************.

   

  Thank you for bringing this to our attention!

  Customer response

  04/04/2023

   
  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

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/4/2023 I purchased a 30x30 canvas of sweetrocket , foxgloves and irises by ******* ****** for $185. I received a completely different painting of a canoe on a lake. I’d like to have my actual order delivered.

  Business response

  03/08/2023

  Mr. ***** contacted Customer service on ticket  Ticket #******* on February 9th, 2023. He stated he had received the wrong image and wanted a replacement. A replacement was issued for him and delivered via ****************** on 02/28/2023.

  That should resolve this matter.
  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I ordered two prints from Big Canvas. One of them arrived the other did not. I have emailed them and tried calling only to find out that they are not accepting phone calls any more. I have not had a response to my email and they have not refunded my money. I would just like my money refunded.

  Business response

  04/04/2023

  PLease see attached. We received notice from the **** that both the original order and the replacement could not be delivered as they are too large for a PO Box. We have request a new physical address from ********************** twice and have not received any answer. We have built her order accordingly as well as reproducing it as well and would like it to be delivered per the order details.

  Please see the attached two time we have asked her for a physical address and she has not replied. She is welcome to respond at ******************************************************* with new instructions so that we may deliver her order as we m,ay not have correct addressing information.

  The address we show on the order is:

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

  PO Box **** 80 Northe200E

  ***** ** 84036

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

  The Order is a 20" x 30" printed canvas which does require a physical address and not a PO box for delivery.

  We will be happy to either refund or resend the item to a physical address, whatever she would like.

   

  Thank you.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a canvas art from Great Big Canvas as I opened the box I could right away see that there was a defect in the color and immediately closed the box and followed instructions on their website to return for refund but I have not received any emails from them so I called customer service but they have a recording that they are basically too busy to answer so I tried the chat option and that didn’t work either I would appreciate it if they would send me a return label so that I can get a refund They are quick to send and charge for merchandise but way too busy to accept a return and not getting back to me shows how unprofessional and trustworthy they are. I hope that you are able to get a resolution for me. Thank you so much for your time. The reference numbers are #******* And # ******** 

  Business response

  03/08/2023

  ******** ***** first sent us an email on 02/04/23 stating she was dissatisfied with my purchase of order *******. Customer service was delayed and replied to her on 02/15/23. I have attached the correspondence above with the file name *******.pdf. I do apologize for that extreme delay during early February as we had a higher than normal volume of customer communications.

  We sent information to Ms. ***** several times a to how to submit a photo of the piece for replacement of refund, and sent her several links to our FAQ page as well. (see thread) She did not reply to any of those emailsand instead shipped the return back to us via *****. We do not accept returns and we had explained that several times. We do not have a returns dock, now anyone to receive them nor a place to store them, so we are happy to issue a replacement or refund instead with proof of the damaged item. After several explanations, we did refund her in the amount of $280.86 on 02/28/2023.

  This order ******* should be resolved.

  She stated she has another order: ********, but that format is not ours and we have no other information of orders related to her name and email address. If she still states that another order is pending resolution, I would be happy to research if she has more information about the order itself.

  Thank you.

  Customer response

  03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I did respond to each one of their emails and explained that the canvas was in the box and to send me a return label which they never did, so being tired of having this big box in my apartment I did send it back by ***** which cost me $89.00  also since the picture was defective they should reimburse for the original shipping fee of $89.00 and the second shipping fee, this company refused to give me either, which cost me $178.00 and a lot of stress.

  Thank you,

   

   

   

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

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased quantity 2 - 48" x 48" canvas art prints. These art prints are canvas and bound with very thin pieces of wood (too thin to screw into without cracking/splitting). The back is covered with very thin (approx. 1 millimeter or less) cardboard. The hanging hooks/clips are attached into the very thin cardboard for hanging purposes. The weight of the 48" x 48" framed art prints are a decent amount. When hung on the wall by these metal clips/hooks into this thin cardboard there is no way it was designed to hold that much weight. The hooks pulled right out of the thin cardboard the same day it was hung and the art had fallen onto the floor. This products is designed and engineered with inferior hanging products and quality. It's a very cheap and flawed design. I am asking for 2 new prints With Black Frames surrounding the canvas which will add framing and hanging stability by utilizing the back of the thicker wood frame and/or wood supports on the back. They can have the original flawed prints back if they pay for all packaging and shipping costs. Please take care of this. Thank you.

  Business response

  03/08/2023

  Ms. ****** was issued a refund buy Customer service on 2/24/2023 after contact us three times. She was given directions as to how to handle a replacement but did not respond, so we issued her a refund of $996.90 USD. This should resolve the issue.

  Confirmation email from  02/27/2023 shown below.

  On Feb 24, 2023, at 10:23 AM, ******* (Great BIG Canvas) ************************************ ******

  
  
  Feb 27 09:27 am
  Hi ****** 
   
  Thank you for your reply. We appreciate you sending this photo to us. We are sorry that both items did not meet your expectations and were defective. We have issued a full refund for your order in the amount of $996.90 USD. Please allow 3-5 business days for this refund to post. You may discard both damaged items as you see fit. 
   
  Please let us know if you have additional questions. Have a great day!
  Kind Regards,
  *******
  Customer Experience Specialist

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order which never came. They sent another print which is not framed properly and looks terrible. I have followed 3 prompts to be allowed to return this item. The last prompt email said they would send me what I need for a return and that was 7 days ago. I only have 30 days to return for refund and they wont respond. It is not in my junk. This company does not answer its phone during business hours. Do not purchase from them. Terrible/zero customer service. Im requesting a complete refund and return instructions. At this point, I shouldnt need to return the item. I have 10 emails with no way to return. Order ******* $166.13.

  Customer response

  02/07/2023

  I do not have photos of the canvas.  You have given 30 minutes to fill this out and I am not with the canvas.  The canvas is not the correct color of the original and most of the canvas is used around the frame instead of **************.  
  The item was received 1-24-2023. 
  Please tell me specifically what you need.  

  Business response

  04/04/2023

   

  Thank you for following up with ************************** concerns. She had sent in several emails and was given instructions twice as to how to receive a refund or credit as we do not accept returns. He email history is attached under order 2153616_print.pdf. She did report a quality issue and a reprint was ordered for her. Both the original order and the reprint were delivered to her,

  First Order 2153616_13519968 was shipped on 01/12/23 via 1Z3Y130EYW11006852 and states delivery occurred on 01/15/2023.

  Free Reprint 2153616_13560292 was shipped on 01/21/23 via 1Z3Y130EYW11064245 and states delivery occurred on 01/26/2023.

  If there is still an exiting quality issue with her order, all she needs to do is reply to Ticket #******* (also attached) showing pictures of the defect as well as what has *** done to deter further sale, and let us know if  a replacement or store credit is preferred. Otherwise, we can proceed with your refund.
  

   Please note that we do not require the physical print to be returned to us whichever way you choose.

  The pictures and notes may be submitted at ******************************************************

  I hope this is a satisfactpoy solution; we wish for our customer to be happy with their purchases or arrange for credit.

   

  Thank you!

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought 3 art pieces from the gray big canvas and spent over $1,000 . But the colors are very faded and I can’t even see the picture properly Sent 5 emails and got automatic response from the company that they are not available and they will get back with me But they are not calling me back or picking up my phone number Really stressing . At this point I would like to get my money back Please help

  Business response

  02/02/2023

   We apologize for the color issues mentioned in the complaint, as well as the delays in reply.  While we stand behind our products, we are aware occasionally a consumer may receive a less than perfect item, and we will do what is necessary to find a satisfactory resolution.  To that matter: A refund in the amount of  $1102.13 will be processed effective 02/03/2023 as a resolution to this complaint for Great Big Canvas Order #*******.

  Customer response

  02/03/2023

  
  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,
  
  ********* ******

  Customer response

  02/13/2023

   
  Complaint: 18943702
  
  I am rejecting this response because: I have not received the refund. How was it sent?
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a solid-surface canvas in January 2023 (order # *******). The canvas is too large for my wall and so I want to exchange it for a smaller size. I sent an email to the company as directed by the website. This was done on January 20 (the same day that Fed-Ex delivered the item). Their email stated to wait patiently for their response as to return instructions. I called the company on January 27 and to my surprise the phone is turned off. The recording said to contact them through the chat feature on their website. I could not find a "chat with us" feature on their website. I only want to exchange the canvas for a smaller one. Can you help me out? My next step is to contact ****** and possibly interrupt the payment process if I cannot resolve this issue at this level.

  Business response

  02/02/2023

  ********* *****  Contacted us  on 01/20/23 with an exchange request, but the ticket was not replied to until Yesterday 02/01/23. She replied at 11:23 am on our CS Ticket #******* and stated she would prefer a refund. The *** *** refund was processed at 01:45 pm EST in the amount of $132.11. She dislike the print as she ordered a 30x24 image and decided it was much too large for the wall. The refund will allow her to make a different purchase. NO further resolution is needed.
  
  

  Customer response

  02/03/2023

  
  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,
  
  ********* *****

*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. ↩