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Business Profile

Canvas Art

Great BIG Canvas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Canvas Art.

Complaints

Customer Complaints Summary

  • 58 total complaints in the last 3 years.
  • 24 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/11/2025

    Type:Product Issues
    Status:
    Answered
    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.
    On January 30, we paid $235.37 for a reproduction of a painting.What we got was very dark and ugly.I contacted them by email as they have a "100% satisfaction guarantee with FULL returns or exchanges." Over the course of 6 days, I emailed them at least 12 times. They send a message back saying "someone will get back to you soon," but NO ONE EVER DOES.We called and left messages stating our request, and NO ONE EVER CONTACTED US.

    Business Response

    Date: 02/11/2025

    Hey ******,

    So sorry for our delay in getting back to you! We're currently working through a backlog as we revamp our customer service team. I'll ensure a return specialist gets back to you today and prioritizes your emails.

  • Initial Complaint

    Date:02/10/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Order placed 12-26-2024 Order received 1-04-25 Requested return 1-17-25 Donation letter sent 1/27/25 GREAT BIG CANVAS WILL NO LONGER RESPOND TO EMAILS OR CHAT REGARDING MY RETURN CREDIT. Initial chat with ****** who excepted my return and requested to email their support team proof of a non profit donation. Proof of donation sent on 1/27/25 and 1/28/25.Since, I attempted to contact them several times since by email and/or chat. NO RESPONSE FROM CUSTOMER SERVICE CHAT, EMAIL, AND BY PHONE NUMBER WHICH PROMPTED THEY ARE CLOSED, HOWEVER THIS IS DURING NORMAL BUSINESS HOURS.

  • Initial Complaint

    Date:02/04/2025

    Type:Product Issues
    Status:
    Answered
    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 canvas print on January 16, 2025. I received it on Saturday, January 25, 2025. The colors werent right. The company policy is to return within ************************************************************************************************************* instructions as to how to return. From January 26-February ******, I emailed, called and left numerous messages to contact me.. they never did, so I still have the canvas and they have the money. I want to send print back, but afraid they will not only keep my money, but have the print. **************** is extremely poor.

    Business Response

    Date: 02/14/2025

    Hey ****,

    So sorry our team is currently working through a small revamp and I see you were mid working with one of our agents on this and have been waiting for a reply. We're working through a large backlog but I'll ensure this is handled and closed for you today.

    Sorry again for the wait here and you'll receive an email confirming this today.

  • Initial Complaint

    Date:01/31/2025

    Type:Product Issues
    Status:
    Unanswered
    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 am trying to get a return label for 2 prints I received that I do not want. I cant find the order # but the company (great big canvas) received my request and gave me a support ticket # *******. I have sent 5 separate emails and have not received information on how to proceed with my return

  • Initial Complaint

    Date:01/29/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 canvas framed art from Great Big Canvas. The order arrived damaged both from improper packing and transit. The frame was cracked and damaged, making the print unusable. I contacted Great Big Canvas through my account feature and submitted for a refund. As stated in refund policy. Have not received further communication from the company, only an auto reply. I have time, date stamped photos detailing the damage and documentation of following instructions provided to receive refund per policy. I have not received further communications from the company. I have called numerous times to no avail.

    Business Response

    Date: 01/29/2025

    Hey *****! We did receive your return request last week and I do apologize for the delay in getting back to you. We're still working through a backlog due to the Christmas rush and working to get to everyone as quickly as we can. In that request you asked for a replacement vs here you've asked for a refund. Someone will email you back today from our team just to clarify which you'd prefer. I've also ensured they'll stay on top of it so when you reply you're not waiting to hear back again and we can get that refund/replacement started for you asap.

    Sorry again for these delays and we'll be in touch shortly!

    Customer Answer

    Date: 01/30/2025

     
    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

    Date:01/17/2025

    Type:Product Issues
    Status:
    Unanswered
    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 photo to be put on canvas and framed from this company. I did it before Christmas. Ive notified them that I did not get the product ever and would they refund my money?I get back replies that are done autonomously. And I asked them about 10 times now, so Im reporting them. They owe me something like 18 bucks but the product was what really mattered. It was for my best friend whos dying of bone cancer. Anyhow., They are coming at me with well. We cant find your account. But I screenshot my purchase and have a customer number. So theyre still being evasive

  • Initial Complaint

    Date:01/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 print and wanted to return it within the return window. I reached out to them no fewer than eight times both by email and on *******. All I received was an automated bot message and still haven't received a refund or information on how to return the item.

    Business Response

    Date: 01/10/2025

    Hey *****! So sorry for the delay, we see you received a reply from Jeseca earlier this week in response to a message where you had originally asked for a replacement instead of a refund. We are still just working through a large backlog from the holidays but I've asked Jeseca to reply back to you today again and to ensure the refund is issued for you instead of a replacement.

    I hope this helps!

  • Initial Complaint

    Date:01/09/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Placed order with Great Big Canvas on 12/11/24. Estimated delivery date of 12/20/24 was provided. After many attempts to speak with someone, which for this company is impossible, I get a ai chat. As of 1/9/25 my order has not been received. I cancelled my order with an ai bot today but Im not even sure it cancelled as they wont even send a confirmation email showing the order cancelled and the amount paid credited back. Terrible customer service.

  • Initial Complaint

    Date:01/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 3 prints from Great Big Canvas on December 6th for Christmas presents. I paid $55.10 for rush shipment. The package was supposed to get to me before I went out of town on the 9th. I got back in town and still no package.I tried to contact them and all they offered was a computerized chat. No one ever responded to the chat.I e-mailed them and no response. I finally found a phone number for them but the phone was automated and eventually disconnected.I tracked the package at *** and found that it was lost in ************** on December 9th. I filed a claim with ***, who then just closed the case.I e-mailed them and no response. I was in a computerized chat for for than 2 hours today. That finally disconnected.I would still like the prints, but if I cant talk to anyone I am afraid they will send a replacement to the original address, which is not even my current address. The prints have since gone on sale. I am not going to pay for the rush shipment.

  • Initial Complaint

    Date:01/02/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Website states that refunds are provided if you are unhappy with your purchase. I went through the process to get a refund which included sending them a picture of a donation slip within 30 days of purchase. No response. Unable to get a hold of anyone by phone. The cost is $125

Great BIG Canvas is NOT a BBB Accredited Business.

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