ComplaintsforGreat BIG Canvas

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The print arrived completely destroyed because they only wrap it in plastic. They don't use tube mailers. Obviously when a rolled print is shipped across multiple states with no protection it's going to get damaged. I can't believe they don't protect the print at all, that's a large part of there business.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Never recieved item Apr 20, 2024 $307.08 # ***-4163

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for an important metal print to be used at our wedding This week. It was delivered to an old address (house sold) and I did not request to used such address. All other items in same order were delivered the proper address. I contacted Canvas on Demand. They admitted fault and re-sent to wrong address AGAIN after confirming correct address 3 times via email. (Attached). I was refunded $108.60 THAT DOES NO COVER THE DAMAGES FROM THE COMPANIES REPEATED IGNORANCE on this important order. I requested the companys parent company info that was incorrect, they refused a street address required by law when doing business with the public. They refuse CEOs name and contact. They more importantly refuse an address to their legal counsel so that I may file a NOTICE OF CLAIM. This company takes no responsibility for their mistakes and their lack of remorse and accountability is disgusting. Only pointing out that my being extremely upset and they dont appreciate my freedom of speech speak loudly to their cowardice, liberal entitlement and young entrepreneurial dont like it too bad attitude that hides behind a growing NO CUSTOMER SERVICE by phone, Ill save a few buck but loss tens of thousands of dollars by not having phone customer support THAT WOULD HAVE EASILY AVOIDED ALL THESE ISSUES AND ISSUES WITH ANOTHER ORDER I HAVE YET TO BRING TO THEIR ATTENTION!

• Initial Complaint

  08/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered ten canvas framed prints from Great Big Canvas. Over $6,000. Ive received five, seven days ago. All five have damage from production and not from shipping. For seven days Ive been trying to get in touch with Great Big Canvas. First through their chat line, then by emailing them. Then the phone number from customer service, just to discover that the phone number is bogus. I have sent them pictures of the damage. Their reply has been that someone will call. Ive had my phone on me at all times waiting for their call. At one point they emailed that someone had tried to call. That never happened. Then stated that ** on a wait list for a return call. But absolutely no help, no call. The phone number for them that you have ************** is the same as their other number. Just non working. Please help me ************ Thank you

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 19, 2023 I ordered an 80x40 5 piece canvas and within 4 days my order was cancelled. No communication, no explanation. ORDER #**** If this is how they do business, I am not sure why they are still around....

  Business response

  07/18/2023

  Thank you for bringing this to our attention. While we would love to give you a response, at this time, there is no order listed under any of the information given in the complaint: Order number, email, name, or phone number. There is also no record of any contact from the email address given with our **************** department.
  Order numbers in confirmations to our customer are not 4 digits as submitted on this complaint, they are 6 or 7 digits in length.
  We would be happy to search for the order if further information was given, such as an email confirmation which would have been sent to the email address placing the order. and would be branded with our Company Name: Great Big Canvas.
  Currently, we are unable to assist in your situation without the ability to locate an order. We consider this complaint resolved.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After placing an order on January 24, 2023, I requested to return 2 of the 4 items on January 31st. This request was submit online within the stated 30 day window based on their return policy. I sent 2 additional requests on Feb 3 and Feb 9 and to-date, I have never received a response. They are ignoring my requests to return and be refunded for the 2 items that I do not wish to keep. Again, I am in compliance with their return policy as stated on their website. I want to be contacted as soon as possible to resolve this and get my refund or store credit.

  Business response

  07/18/2023

  ******************** was issued a refund on  05/15/23 after not responding to customer service explaining to her multiple times what was needed to process a refund. She contacted us 3 times on February 9, 2023, her three tickets were rolled into 1 for a consolidated reply from ****** in Ticket #******* with an explanation of what to send in order to receive her refund. She did not reply. 
  When she reached out again in **** ****** processed her store credit for $511.98 and confirmed that on ticket 1742532. 
   
  We can send emails but we cannot see if they were delivered or read by the customer. This customer was closed on 05/15/23 with a credit of $511.09.

• Initial Complaint

  02/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order # ***-8135 $69.49 Feb 16,2022 Like all of the complaints that I've read it's impossible to speak or get any type of response from this company. All I want at this point is to get a refund and never deal with this company again. Its going on two weeks now just to get 2 small posters 20"X16" shipped, there must be a lot of issues at this company.

  Business response

  04/04/2023

  On March 1, Mr. ******** contacted us to cancel and refund his order 2178135. The refund was processed in the amount of $51.93 USD on March 1, 2023. 

  This matter has been resolved.

   

  Thank  you!

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order Date: Feb 15, 2023 Order Number: ******** 1 Item Ordered: 36 x 29 La Grenouillere by "Renoir", 1869 Paid: $515.72 Claim to have an operating customer service but company has turned off phone communications "due to backlog" and not responded to my request online for FULL repayment of both the purchase price and shipping costs. Not only was the frame damaged, but the item itself is sold as a Renoir print. After further inspection, this is a counterfeit replica of a Monet painting. It doesn't remotely look the same and this business should be reviewed further for what it is selling on the market. Do not want a replacement, as it's not the real painting.

  Business response

  03/08/2023

   

  As of Feb 24 2023, Ms. Schemper's refund was processed in the  amount of $515.72 USD, and was confirmed with her via email. As this was her requested resolution, this should now be resolved.

  Confirmation email sent below re: Order 217-7661.
  

  
  
  Feb 24 08:13 am
  Hi Emily?!
   
  Thank you for your quick reply! I am glad to help!
   
  Thank you for your swatch! Your return is now officially complete.
   
  We have processed your refund for the amount of $515.72 USD. Please allow 3-5 business days for this credit to appear on your account. You may discard the unwanted item however you see fit.
   
  Thank you for your time and I hope you have a wonderful day!
  Kind Regards,

  Customer response

  03/09/2023

   
  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

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January 24, 2023 I purchased 27 pieces of framed art from Great Big Canvas. I live in ********************* and am furnishing a home in **** ******. I am a designer who has worked in this business over 30 years and deal with ordering and having goods delivered to warehouses for many years for receipt, inspection of contents, and taking photos of any damage.My order number 215-6546 totals $9473.27. My warehouse, *********************** and ************** in ****** ****** owned by **** and *********************, received this order and relayed to me photos of damage of the boxes, the contents, and the art pieces as the boxes were opened. They told me that only three pieces had little damage; the others had split corners, gouges on the frames and scratches. One box was completely destroyed as was the painting. None of which I would accept, nor would anyone else paying nearly $10000. Who would want damaged art hanging on a new home's walls?I am asking the Better Business Bureau to look into this company as I have complained through emails with no response from their HELP line. No one calls me as I have given them my phone, email and contact information. I wrote a letter to *******************************, the *** who has not responded either. To me, this is fraud and is not a reputable company which should operate in an above board and transparent manner. So far, I have no art and have lost $9473.27 to an irresponsible company with lousy communication skills and even worse quality control in the shipping department.I will have supporting photos available should you need them; I will ask **** to compile his documentation to be forwarded to you. Let me know the next step.Respectfully,******* (***) ******** ******** Design ************ **********************

  Business response

  02/24/2023

  As of this writing, a customer service representative has now worked with ********************. Pictures were sent of 8 products, out of the 27 products shipped. A refund for those 8 products was processed in the amount of $3675.01.

  We were saddened to hear of ************************ order issues as well as difficulty in reaching our customer service teams. Emails should be sent out an automated reply, and any voice mails left with our telephone teams should have been returned prior to this occurrent of a BBB complaint, and I do offer our apologies for those delays.
  

  Great Big Canvas does stand behind our products if quality issues are detected upon receipt.  We ship thousands of products daily and strive to ensure that the best quality production has been executed for those shipments. We do require pictures of all damaged items so that we can a) work with our production teams and carriers to resolve identified quality issues and b) ensure customers are not overstating refund requests.

  The details of that conversation are below: 

      02.22.23  01:00 pm
      Hi *******! 
      Thank you for your quick reply! I am glad to help!
   
       We were provided with pictures for eight prints. You were refunded for the cost of the prints after the discount was applied, the shipping costs of the eight prints, and the taxes on those items. This refund equals $3675.01 USD. I have included the        breakdown of each refund below.
   
  Canvases                        Cost of Canvas with a 40% discount
  Aqua Streak II                $377.99 USD
  Stream                           $551.99 USD
  Here and There             $551.99 USD
  Anticipation                   $419.99 USD
  Dream Forest I              $275.99 USD
  Aqua Horizon I             $266.99 USD
  Aqua Horizon II            $266.99 USD
  Sea Grass                      $224.99 USD
   
  Total Cost of 8 canvases:  $2936.92 USD
  Shipping/ Tax Refunded:  $738.09 USD
   
  8 of the 27 prints that were ordered have been refunded as these were the pictures that we were provided. If all of the prints were damaged and you need a full refund of all 27 prints, then we do need pictures of the remaining 19 prints that were damaged as well. We apologize for any confusion.  
   
  Please reach out to *******************, asking for these pictures of the damaged 19 prints and we are happy to refund you in full for the full order.

  -Jeseca

   

  If ******************** or ******************* would submit pictures of any other damaged products, we will be happy to refund those as well. We have shared the quality issues given to us thus far with our quality team for further resolution.

   

  Thank you -

   

  ***************************, Director, Customer Service 

   

  Customer response

  02/24/2023

   
  Complaint: 19423436
  
  I am rejecting this response because: I was told by ********************* of *************** & Storage that she sent photos of ALL but three pieces of art, so a total of 24 pieces with damaged corners or scrapes etc.  We were credited for only a few of those pieces.  I will ask ***** once more to re-send the photos with as much clarification as we can get in order to resolve this unfortunate shipping disaster.  She will get this done as soon as she can as she has read the transcription between me and Great Big Canvas and now the Better Business Bureau of *******. I hope we can resolve this matter in the next week.  ********************************* Petricca  ******** Design
  
  Sincerely,
  
  *******************************

  Business response

  04/04/2023

  As of 02/25/23, ******************** had been refunded the entire ******* of her initial purchase. She had many conversations with our **************** team about the quality issues.

  I believe this is resolved currently, if there are lingering  questions please let us know.
  

  Customer response

  04/05/2023

   
  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

  02/15/2023

  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.

*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. ↩