ComplaintsforCanvas People

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a canvas of pictures - I received it with all pictures blurry. I did NOT zoom them in like they are accusing me of doing. They were taken by a photographer

  Business response

  11/16/2023

  Hello ******, 

  Thank you for contacting us and apologies for the inconvenience. 

  I have reviewed the correspondence of your inquiry and see that a full refund has been issued for your order. 

  If you have any further questions, please feel free to reach out to us at **********************************

  Thanks, 

  ****

  Customer Operations Manager

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a free canvas from CanvasPeople that I was not satisfied. It was a Christmas 2022 present to two young professionals.Ive ordered canvas from Canvas People for over 7 years. My canvas has Alway come back to me perfect as Ive ordered. As with previous orders, I would submit my portrait online and pay fees at that time. Ive always received Beautiful canvas from CanvasPeople. During early December 2022, I placed my order online. I received the confirmation email that my canvas was on its way. The confirmation picture.was not the same as the canvas mailed to me.The portrait was stretched too far - the subject on the Left of portrait *ar was wrapped to the side of the canvas. The subject on the Right had a sign that Read ************* the * in HOM* was wrapped to the side of canvas. I know CanvasPeople advertise people to join their organization. I feel I had a ***resentative that was New and Inexperienced on How to make canvas correctly.I called customer service mid December 2022. The first *** thought it was funny and transferred me to another *** who told me It Is Like That And That Is The Way It Is! Then he abruptly hung up the phone!CanvasPeople have a 100% Satisfaction Guaranteed Policy. I again called the Manager who told me it was my fault that the portrait came out the way it did. Nonsense! Its the way they laid out and stretched photo.Supervisor told me to send additional shipping fees and they will resend correct canvas. This is Not acceptable to me as they made the mistake due to inexperience layouts!I asked Supervisor to refund my Full Shipping fees or Send me the Corrective Canvas. Supervisor asked me to then pay 1/2 shipping fees. That was not acceptable. The confirmation email showed my portrait correct! The canvas I received was an *mbarrassment to Canvas People.I would like CanvasPeople to mail the corrective canvas or refund my Full Shipping Fees. They Quote 100% Satisfaction

  Business response

  01/23/2023

  Hello *****, 

  Once again we are sorry for any inconvenience caused. 

  As previously explained, we do not make any changes to the crop unless you have selected an editing service. In this case, the canvas was printed based off of the approved crop. This final image is shown before you add the canvas to the shopping cart. The image you see in your confirmation email shows the full image without the cropping. 

  Unfortunately, we will not be able to send a free replacement as we did print the image as submitted. We have attempted to meet you halfway by providing the canvas at no cost and discounting the shipping fees for you to reprint with either a different image or by adding one of our border wrap options to be sure the image isn't cut off again. This will be the best we can offer at this time.  

  In terms of our 100% satisfaction guarantee, there are requirements and restrictions listed in our posted policy which we have reviewed with you and can be found below:

  "Unfortunately, these are personalized items that cannot be refunded for reasons other than defects in materials or workmanship.
  
  Details & Restrictions:
  
  Canvas Wrapping: Upon uploading your photo, our system automatically crops your image, so it works with the proportions of the canvas size youve selected. We provide an accurate preview showing how your photo will appear on the canvas and which parts will be wrapped around the sides and not visible on the front of the canvas. Please be sure to preview and edit your image to appear correctly or upload a different photo. Please note that changing the canvas size will change the preview. Our system will prompt you to check an approval box before you add the canvas to your cart. Once you approve a photo, you are confirming that it appears exactly as you want it, and as a result, we cannot guarantee replacements or refunds if the canvas matches the preview that was approved when you placed your order."
  
  Regards,
  
  ****
  Customer Operations Manager

  Customer response

  01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The CanvasPeople response to BBB is NOT TRUE.   - I have never in my previous canvas orders had this problem.  The Reps are covering up their inexperiences and are not truthful. I did not place my portrait in any frame. The procedure was to submitted my picture ONLY. They are Wrong with their statement to BBB because they sent proof as to what my canvas would look like when it arrived to my home.  I only received a ridiculous canvas that I cannot use.  The Reps are an EMBARRASSMENT  to CanvasPeople.  I will NEVER order from this business again!  As a consumer I paid for their ERROR!  They are very cheap in not refunding my fees!!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order with The Canvas People for two 16x20 canvas prints through an email promotion that offered two free canvases, paying only shipping and handling, when buying a bundle. I was shown clear as day a total of $50 as my total to be charged to my payment method for this order. However, upon checking my bank account I had been charged $264.99! How does such a difference/discrepancy happen? In addition to this price change, the wrap options for canvases were somehow changed to black when my original choice was white. I would never have paid such a price for these prints had the accurate charge been presented initially. This is a scam!

  Business response

  01/09/2023

  Hello ********,

  Thank you for contacting us and apologies for the inconvenience caused. 

  I have reviewed your order and confirmed that the promotion did not apply to your order. I have corrected this by issuing a refund for the difference of $213.05. Depending on your bank, this should post within **** business days. 

  In regards to the wrap options, we definitely show it coming through as black wrap and that would be shown in the cart as well as the ************** page. I will follow up with you via email to confirm if you would like to cancel and reorder with the white wrap option. 

  In the future, you are always welcome to contact us directly at ********************************** for assistance. 

  Thank you, 

  **** 

  Customer Operations Manager

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a picture on ***** and it was shipped ***** I paid a total of $48.09 all was shipping cost to get it to my mothers house in time for my dads funeral services I have yet to recieve the order and dad is now laid to rest I would ask for a full refund since I havent received the product and didnt arrive in time like promised and paid for. Order was being sent to ******* where my dad lived and now lays to rest

  Business response

  11/30/2022

  Hello ****, 

  Thank you for contacting us.

  Our sincere condolences for your loss. 

  I have reviewed your order and do see that you did pay for expedited shipping. However, the date shown at the time of purchase was 11/29. Unfortunately, the tracking does show that it is out for delivery today, 11/30, so we are happy to refund the additional $6.95 that was paid for the expedited shipping. During this time of year, there can be delays with the shipping carriers which we are not made aware of until the order is in transit. Apologies for the inconvenience caused. 

  I am seeing that a dispute was submitted with your bank, so unfortunately we are not able to process any refunds until that has been closed and your bank notifies us. 

  I will be sending this information via your support request as well, so any additional questions can be asked there for a quicker response. 

  Thank you, 

  **** 

  CanvasPeople Customer Operations Manager

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  promotional email offered 75% discount. Order form fixed at 65% discount. I sent an email and received the following back as their answer (read from bottom, up.)CanvasPeople Aug 25, 2022, 5:13 PM (5 days ago)***** ****** ***** *** *** **** ****** ************* *** *** *** ******* **** *** **** ****** ** ****** ****** *** *** **** ***** *** **** ** *** ****** **** ** ************************* *********************** *** ***** **** ** ** **** ****** *************** *** *** ******* *** **** ** ***** **** * ****** **** ** ******* **** *** *** ********** ** ******* ********* ******** ***** *** ******* *** ***** *** **** ** ******** ******* **** ***** ***** ** *** ** *** **** ** ***** *********** ***** *********** ** ********** ***** *** **** ***** ** ** ** ******* **** ***** ******** ** *** *** *** *** **** ********* *** **** ****** ** ******* ************************* ***** ************ ** **** *** *** **** ** **** ** ************ ******************************************** *********** *********** *** *** **** ******************* *** *** *** ******* **** *** **** ****** ** ****** ****** *** *** **** ***** *** **** ** *** ********** ***** *** **** ******** *** ** ****** ******* *** *** **** ****** *** **** ****** * ** **** ********** **** ******** **** ************** ** ********** ** *********** **** *** ****** *********** ** *** **** ** **** *** ********* *** ** *** ****** ** *** **** ********** ** ****** ** *** ****** ***** ** ********* * ***** ************ ****** ******** ******* ************** ***** **** *** * **** ** * ** ******* **** *** ******** *** ************* ** **** ** *** **** ******** ***** *********************************************** ***** ******************************* ***** ******** **** ******************* ****** ************ *** *** ****** **** ** ***** ** *** ********* completely missed the point. I tried to place an order at the promotional price, but the system wouldn't accept the discount. As I said, That is unethical if not illegal. It's false advertising

  Customer response

  09/24/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Canvas People regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business response

  11/30/2022

  Hello *****, 

  My apologies for the delay in responding to your inquiry and any inconvenience caused.

  To address your initial inquiry sent in, it is not uncommon to have a different promotions available on our website versus an email promotion. The website will have a discount available for new customers while our promotional emails or social media offers are available to subscribers/followers. 

  It sounds as though you came from an email offer and the pricing did not update to the 75% off promotion due to the other promotion being cached in your browser. It was definitely an oversight to not provide you the steps to resolve this and enable you to move forward with the correct promotion. It is never our intention to mislead or "false advertise." This seems to have been a technical issue that could have been resolved by taking a few steps to enable the correct promotion. My apologies once again for that inconvenience. 

  While it has been a few months since your inquiry, I wanted to be sure to follow up with you to note that we did receive and review this information. I will be sending this information via the initial inquiry you sent in to our support team as well. Feel free to follow up there if you have any additional questions.

  Thank you, 

  ****

  CanvasPeople Customer Operations Manager

   

• Initial Complaint

  02/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I place 3 separate orders with Canvas People and they all shipped on 1/18/2022 supposedly. The 1st 2 orders were for **** size canvases. I used high resolution photos uploaded to their website provided directly from my photographer. When I received the two **** prints, the picture quality was horrible. The prints were blurry and stretched to fit the canvas and were almost distorted. The **** canvas has yet to arrived and tracking states it was shipped also on January 18, 2022. I have already contacted their customer support who were no help and offered 50% off my next order. If I have placed 3 orders that I am unsatisfied with, why would I place a 4th order for them to mess up???

  Business response

  02/03/2022

  Hello ******,

  Thank you for contacting us and apologies for the inconvenience caused. 

  As stated in our posted policy, found here *********************************************************************************:

  Picture Quality: CanvasPeople will not provide a refund or replacement if the issue with the canvas exists in the originally uploaded photograph file.

  As explained by our representative, the image provided was blurry to begin with, so when the image is enlarged to print on canvas this blurriness becomes more apparent. Apologies for any confusion caused. Although it is not within our policy to do so, we have offered to cover the cost of a replacement canvas and 50% of the shipping and handling if you would like to try a different image. 

  As for the third order, we do show that it was delivered as of today, February 3rd. 

  If you have any further questions, please feel free to reach out to us at **********************************. 

  Thank you, 

  ****

  Customer Operations Manager

   

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i ordered a canvas with the aboved company and my ordered was changed because i know i ordered an 16by 20 canvas and i got sent a 8by 10 this is unexceptionable i would like to have the 16by20 canvas sent

  Business response

  01/03/2022

  Hello ********, 

  Thank you for contacting CanvasPeople. 

  I have reviewed your order history and can confirm that we have 4 orders total for you, but the order in question is for a size 11x14. I do see this information was confirmed for you via email by one of our representatives as well. 

  As previously mentioned, we do not make any changes to an order once it has been placed. You can review the size selection in the shopping cart, the final checkout page, on the order confirmation page, and finally in the order confirmation we send via email. If there was an issue with the order, we would need to know prior to the order being competed and shipped. 

  The order was produced as submitted and therefore is not eligible for a refund or replacement. Apologies for any inconvenience caused. 

  Please let us know if you have any further questions. 

  Thank you, 

  ****

  Customer Operations Manager

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

  Customer response

  01/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   i do not believe that i ordered that size and do accept this response 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered four 8x10 framed photo canvases from **************** and asked about combined shipping prior to the purchase. I was told that they could not combine shipping because they had to package each frame with adequate protection. So, I was charged $20.95 each for the four frames for a total over $80 just for shipping but I agreed because I wanted each canvas/frame to arrive in the best condition of being wrapped in its own box. YET, when the order arrived, it came not only with everything in one box but the four frames butted up against one another. I'm unhappy because I asked them ahead of time if they'd combine shipping and they said NO, yet when it suits them to increase their profits--then they do. This is unethical business practices at it's worst.

  Business response

  11/03/2021

  Hi *****, 

  Thank you for submitting your inquiry.

  As discussed in our email correspondence, we will not be able to refund the shipping and handling charges. 

  Our disclosures in our promotional emails state there is a shipping and handling charge per item and the final price is listed on the final checkout page. Our shipping and handling prices are not based on the items shipping together or separately, rather taking into account labor, production, and delivery costs as a whole. The pricing is provided to you during checkout, at which point if you are not happy with the pricing you can choose not to proceed with the order. 

  Apologies for any inconvenience or confusion caused. 

  ****

  Customer Operations Manager

• Initial Complaint

  10/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order online for 99cent canvases, at no point was shown a shipping fee. They are trying to charge me $307 for shipping on 99 cent canvases! Order went through even though I didn't have that in my account. Online says to request cancelation without 8 hours of order and I have placed cancel request 4 minutes after and again for the next few hours and they will not answer me and have no canceled my order or refunded the money to my now overdrafted account! I do not want the prints and have asked them to cancel since 4 minutes after the order was placed without them showing a total amount due for shipping! I want a full refund on all shipping costs and to have my order canceled!

  Business response

  10/18/2021

  Hello *******,

  Apologies for any confusion or inconvenience caused.

  I do see that one of our agents was able to assist with the cancellation.

  If you have any further questions, please let us know. 

  Regards, 

  ****

  Customer Operations Manager

   

  Customer response

  10/18/2021

  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 and the matter has been resolved.
  
  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. ↩