ComplaintsforGreat BIG Canvas
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Complaint Details
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Initial Complaint
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
During the past couple of months, I have ordered dozens of canvases from 'Canvas On Demand', AKA Great Big Canvases. 2 of them were faulty (one had the wall hook on the wrong side, other has big wrinkles right on the subjects forehead). I complained and asked for some resolution. Nothing. This company lies as it says 30+ day warranty on products, but then they do not respond to your complaints. I want a refund or Canvases that are not messed up. I highly recommend that people avoid this company as they are dishonest and not true to their word.Business response
02/02/2023
**** ****** has placed many order with our organization, and continue to place orders after this one was unfortunately delivered with a hardware defect. After perusing his order history, we did find that his order *******, placed on 12/6/22, has been replaced as of 01/25/23 and the replacements have shipped. He also sent us an email that day on our ticket#*******a affirming his renewed faith in us. No further resolution is needed. Thank you!Initial Complaint
01/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a picture canvas on 12/1/22. I have still bit received it. I have contacted them through the file an issue link on their website 5 times. No response. There is no phone number to call. I’ve contacted *** , no help there either.Business response
02/02/2023
***** ******** placed two orders with us on 12/1/22. Order ******* delivered on 12/12/22 via tracking # ******************. Order ******* was lost and does not show a delivered status according to tracking # ******************. She then contacted Customer service and was refunded for both orders in the amount of $ 37.20 on a **** card. No further resolution is needed as the consumer was refunded in full.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,
***** ********Initial Complaint
01/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Dear BBB, I placed an order with Great Big Canvas Dec 4th, 2022. ******************************. The order shipped, it is with **** *** Freight, and I received their tracking number: ***********. The total cost of my order was $615.34 with tax and shipping. On January 5, 2023 I was told by **** freight the order was out delivery. However, the item was not delivered. Now I am told by **** freight that the item is lost. According to the freight company, the shipper Great Big Canvas is responsible for shipping out a new item. I have contacted Great Big Canvas three times with no reply: Email sent on Jan 5, 2023; Email sent on Jan 10 2023; and Email sent on Jan 14, 2023. I also have called Great Big Canvas Customer Service number on their website: 1 ***** ********. When I call during their "normal business hours" I receive a recording that due to high order volume, they have turned off their phones to catch up on orders and to contact them by the website or email -- which I have completed three times. Can you please contact Great Big Canvas on my behalf and ask them to either locate my order or send me a replacement? I would also appreicate expedited shipping since I placed my order on Dec 4th 2022. Thank you, **** ******** *** *** ****Business response
02/02/2023
**** ******** advised us on 1/17/23 that her order was indeed delivered, which was the resolution desired. She advised us to close the case.
Ticket #*******
Jan 17 10:06 am
To:
Customer Service
Show more
Hi *******, thank you for reaching out. **** found the item yesterday and it was delivered. You can close this case and thank you for your help.Initial Complaint
12/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have filed several complaints about not receiving order ******** and still no product.Business response
02/02/2023
******* ******** placed order ******** on 10/22/22. It was lost by the **** and eventually returned to our facility in damaged condition, Consumer reached out to us on 11/28/23 Ticket #******* asking about her order. A replacement was processed and confirmed with her on 12/01/22, which shipped out and delivered on 12/09/2022 via **** **************************. No further resolution needed.Initial Complaint
11/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought two paintings on line from GreatBigCanvas.com on Nov. 23, 2022. I received one painting and it was nothing like the painting depicted on line. The colors were very dull. The painting was horrible. I asked for a refund and they will not refund the shipping cost. The second painting has not been shipped yet. The *** notice said that a label was created. I asked the company to cancel that painting and they said that it is in transit which is not true. I want a full refund for both paintings including shipping cost. I also want to warn people against buying anything from this company. Their products do not look like anything that they have on line. It is false advertising and unethical.Customer response
12/13/2022
Better Business Bureau:
The company resolved this issue and will be refunding me in full. Thanks.
Sincerely,
****** *********Initial Complaint
10/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
8-13-2022 I placed an order for a print called Reflection’s and Memories. It was 30x24 with a Glenwood Champagne Frame for $310.03 . The estimated delivery was 8/25/2022. The first week of September I sent them an email saying that maybe I should cancel my order. I received a response from “******” their Customer Experience Specialist saying that I should receive it by the end of the day on September 19th and that I would be receiving an email with my *** tracking information. It is now October 7th and I have not heard a word from them. There is a phone number on their web page * *** *** ****. There is only a recording saying they are having issues with their phone, please contact them by email.Customer response
12/25/2022
Better Business Bureau:
I have been contacted by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a refund to my account almost immediately after you reached out to them.
Sincerely,
***** *******Initial Complaint
10/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Item ordered Sep 21. I've been trying to get a hold of them for an update for almost 2 weeks. They aren't taking phone calls. I've tried email, live chat, with no success. I'm wondering if they are even a real business. Order ******** ****** ****** **** **** ** ** *** ****** ** *****Business response
10/11/2022
****** ****** Order ******** Great Big Canvas on 9/21/22.
He has reached out to ask about the status of his order via email and on 10/11/22 via chat.
We are experiencing production delays and we hope to ship this 72x74 Griffith Observatory Skyline image on canvas shortly, at that time a tracking number will also be set to Mr. ******.
We appreciate his patience while we work through these delays!
Customer response
10/12/2022
Complaint: ********
I am rejecting this response because:The complaint was not solely to request a status update, but also to ask how a business is not accepting phone calls, responding to emails or live chats? First of all, these are highly unprofessional business practices. Second, when you have no means of communication with a business you've spent hundreds of dollars with, it feels like you've been scammed out of hard earned money. Again, production delays are understandable, zero communication with your customers is unacceptable.
Sincerely,
****** ******Initial Complaint
10/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a print from this company that cost almost $500. the tracking information said it was delivered and returned in North Carolina. I live in *********. Never got print and now cannot contact anyone at company. Phone has been shut off due to responding to emails. I have reached out at least 3 times to no avail. I want a refund and do not want the print. I have attached the "proof of delivery" which doesn't make any sense. My address was correct. I believe this company needs to be investigated for fraud. The complaints i found on ******** are unbelievable.Business response
10/06/2022
******* brought this issue to our attention on September 30, 2022. We have replied to her confirmed we have replacement order in production which has been expedited at no cost to her.
When we researched the tracking number provided by **** it turned out her order had been damaged by *** and had been returned to sender, which is our facility in NC. We stand behind our products, even when the carrier damages or loses them as the secondary tracking information indicated in this case. I have attached correspondence including today's confirmation. This is now resolved.
Customer response
10/07/2022
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
08/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an art canvas print from Great Big Canvas. The representation of colors on their web site and in email with my order number is not the colors on the print I received. I have tried to call them several times over this last week Aug 25th to current, and their auto msg says they have phone problems and to send email. I have emailed several times for a return label to send the print back to no avail. I want to return the print and get my money back. I don't know where else to get the help for this to be handled. I do not consent to BBB selling or sharing my personal information to other business accept for Great Big Canvas.Business response
10/05/2022
*********** - Great BIG Canvas - ****** *****: Order # ******* – The customer emailed (Ticket #*******) us on August 25th, 2022, and they said “The picture colors couldn't be more dull. There is no orange colors, which u show on your website. In the order confirmation to my email the picture is so much brighter. There's no orange in this picture i received, the bird has no orange on it, the flowers are red deep red, it's gross.” We requested photographs of the item she received so we could further into it, but she didn’t want to send us a photo. Instead, she requested that we send her a return label so she could just ship the item back to us. We let her know that we don’t require our customers to ever ship anything back to us, and, “To receive a full refund for a printing error, we would need you to provide photos of the print so that we can compare it to the original file.” She sent us a photograph on August 31st, and emailed us on September 1st, 3rd, and 5th since we did not reply right away. We confirmed that we have a high number of emails, are getting to them as fast as we can in the order they are received. They then provided a donation receipt that they donated the item to ********, and we refunded them fully on September 14th, 2022 in the amount of $171.48 USD
ISSUE RESOLVED.Initial Complaint
08/25/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I place an Order with Great Big Canvas on Aug 4, 2022. ORDER #******** My **** was charged on Aug 5, 2022 in the amount of $642.78 I have not heard from Great Big Canvas since. No updates on my order. I have tried to call them several times for 2 weeks - the recorded message states that their "phones are not able to take incoming calls. They are working to fix the problem". This is concerning. I have reached out 3 times via email to the support center, with zero reply. I would like an update on my order! Please advise. Thank youBusiness response
10/11/2022
******** ******* placed her order with Great Big Canvas on August 4,2022.
ORDER ********
She sent in several emails between August 24-25 requesting an update on its status. On August 30 a reply was sent to her with the tracking number of the freight order: https://*************************************************.
According to the tracking for that BOL, the order was delivered on 9/2/22 to the address:
****** *******
**** ******** **** ***
Since the job was completed according to our records, this incident should be resolved. If the customer has further questions, please let us know and we will be happy to re-engage.Sincerely,
Director, Customer Service
****************
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Contact Information
Customer Complaints Summary
40 total complaints in the last 3 years.
5 complaints closed in the last 12 months.