ComplaintsforPaint by Numbers
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 12/23/23 I ordered two 16x20 Paint by Number kits: Colorful Cats and Colorful Cat Abstract. The order was received and my husband and I attempted to use the kits. Neither kit contained enough paint to finish the projects. I emailed the company four times asking that they provide additional paints for both projects. This was their automated response: "thank you for your message.Our experience has shown that the colors supplied match 99% of the selected design, since each color is produced individually here by a completely automated process. If a color is missing or the wrong color has been delivered, please let us know the exact number (preferably with a photo of the canvas + the correction image + the color) of the color. We will then take care of your concerns. Thank you very much for your efforts."Their response had nothing to do with my email that was simply asking for more paint since the paint that was supplied was not sufficient to complete the projects. After this one email, they have never responded to any of my additional requests for support. I have asked that they either send more paint or refund my money since the projects cannot be completed with the miniscule amount of paint provided. This is obviously a scam company that has no interest in standing behind their products and providing the necessary paints needed to complete the projects.Customer response
02/25/2024
Better Business Bureau:
At this time, I have not been contacted by Paint by Numbers regarding complaint ID ********.
Sincerely,
*****************Initial Complaint
10/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received the item purchased. It was damaged by having dried paint in the containers, I am unable to contact any one.I just want the paint to be replaced.I have called dozens of times, I only get recordings. It also tells me to email.I have emailed dozens of times to what appears to be robo chats. I have requested a live conversation only to be chatted back with the lines are down.I am not sure where else to turn.I would appreciate any help I can get.Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased canvas and paid by pay pal on **** on June 17. Was for order # ****** called The Great Bell Road. Ive included receipt from both PAINT BY NUMBER and CAPITOL ONE. Been a large buyer for several years and find service is getting worse and worse. Web site to purchase had glitches also. Delivery time is getting ridiculous.Initial Complaint
04/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a custom paint by numbers on 3/5/23 the order did not arrive until 4/19/23 nowhere on the website so they advertise 6 weeks to receive product.. I tried to cancel the product numerous times via email but was unsuccessful..The painting arrived and I instantly was disappointed. The colors were all wrong the details where not there I reached out to customer service and they said no refunds.. I decided to paint the painting just to see how it looks.. and I am so disappointed. The details are blurred, the colors are wrong customer service provides no solution, replacement or refund when it clearly states on the website that they will replace a product or refund if it does not meet standard which this does not I left a 1 star review on the website which does not appear at all.., meaning they only post 5 and 4 star reviews and all the rest are hidden from the world. This company is a scam!!!Business response
04/30/2023
Hello there,
as mentioned on several parts of our website (shipping policy as well) the shipping can take up to several weeks.
SHIPPING POLICY
BestPaintByNumbers is not responsible for how delayed the shipping will be. Because we only give out the packages to the shipping company and they will be the ones handling your kit to deliver to you.
Delayed logisitcs and custom clearings play a huge role in shipping especially since our products have wet paint. So we cannot guarantee that it will go through customs easily as this makes our products special due to the paints it comes with.
Currently we only have the standard free shipping. And the shipping time frame varies for each location.
Please allow a week plus ***** business days shipping time for us to process the custom kits. These are very labor intensive to edit, design, and produce!We do not have any influence on the shipping time.
Please note: In order to maintain our high standards we are unable to guarantee Christmas delivery for Custom Paintings orders placed after November 10th.
Custom orders (photo to painting) can take up to 6-9 weeks during the holiday period. They are certainly worth the wait!
We have no control over how long your post office will take to deliver your kit to your final destination.
We have different warehouses overseas and ship to the one best fit for your location.OR within our FAQ it's statet as well:
When will I receive my order?
First of all thank you for your order! Each order is unique, as a result the processing time depends on several things; the type of order, when you placed it, country and more. Keep in mind that once order is made you cannot make any changes.
However, heres what you usually can expect from shipping after your order got processed. (more details in our shipping policy):
** **** Business Days
EU **** Business Days
US **** Business Days
South America ***** Business Days estimate
Asia ***** Business Days estimate
Africa ***** Business Days estimate
************ ***** Business Days
********* & *********** ***** Business Days estimate
*we can't guarantee shipping times because we depend on our shipping partner. The above listed shipping times are avg. shipping times calculated on shipping speed with our shipping carriers in the past.So it's not correct to say we don't inform about shipping times.During checkout there is again a button available with the shipping policies with delivery times.
Initial Complaint
03/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I purchased a paint by numbers kit and wood frame. Upon completion of my painting I assembled the frame and discovered it to be warped. I notified the business of the quality issue and they refuse to acknowledge the defect and refund the cost of the frame. This is a direct contradiction to the website - the product description says the frame will not warp (customer photo supports frame is in fact warped), and the website indicates: if you are still dissatisfied with your order because of a quality issue (we haven't heard anybody who is), you can request a refund. However the business refuses to issue a refund. Additionally is typically takes multiple days for response and the customer has to follow to request response - it is apparent the company does not care about customer satisfaction.Business response
04/18/2023
The product does not look defective. It is not at all a photo frame but a stretching frame on which the canvas will need to be stretched and fixed. The frame will work 100%.Customer response
04/19/2023
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:The frame is in fact warped; as you can see in the picture it will not lay flat on the table. If I were to stretch my canvas over the frame it would be twisted and unable to then be attached to a frame. Please have the integrity to admit that your product can be defective and send me a refund.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Initial Complaint
03/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
ordered item on 2/19/23. never received item. tried to email and call business, (number not good) no one replies to email. As of 3/6/23 is stll has not been shipped. (no transit information). im requesting that this business is not legit due to the multiple complaints and the obvious stealing of customer money. I would like my money back from this company as the product (as of today 3/13/23) is still not being shipped and no answer with the companyCustomer response
03/25/2023
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 and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
02/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
******************* Best ************************************, 2022,I have tried calling, not good phone number ************..said Id get a confirmation of my order, I never didI requested a couple times status of my order & just get a computer generated mumbo jumbomy first order was problem free so am concerned about this oneCustomer response
03/29/2022
Better Business Bureau:
At this time, my complaint, ID ******** regarding Paint by Numbers has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
This has been completely cleared up & im very happy with resolution
Sincerely,
*****************************Initial Complaint
02/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered from this company in January that states they are located in ********. They sent me a tracking link that states my item is coming from *****. I have sent several emails as that is the only way for correspondence because the phone number listed on the website does not work trying to determine where my package is and requesting a refund. I still have not received my package, any response from the business and no updated tracking info. I would like a refund for my purchase. This business is a SCAMCustomer response
03/24/2022
Better Business Bureau:
At this time, I have not been contacted by Paint by Numbers regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
01/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a canvas of my grandchildren to paint. It was paid for but never received. Ive attempted to contact the company multiple times but have never received a response. Estimated value $40.00.Initial Complaint
12/28/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
i ordered the product on december 5 and never got anymore emails about shipping unless that it was shipped on the 11th but the tracking was hard to understand so i emailed the company and no response i then wanted to have my money refunded because it was a christmas gift and didnt receive it on time im very disappointed with the product from hearing good news about it i just want my money back.
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Customer Complaints Summary
12 total complaints in the last 3 years.
3 complaints closed in the last 12 months.