Complaints

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.

• Initial Complaint

  Date:03/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed a order for a painting and was told I would receive a mock up in 72hrs. I paid the deposit and never got a mockup. I think this maybe a scam

  Customer Answer

  Date: 03/15/2024

  Paint your life has responded. The mock up was sent today . It wasnt in the agreed upon timeframe but I am satisfied. Thank you 

  Business Response

  Date: 03/18/2024

  Hello,

  We apologize for the inconvenience. According to your order records the mock-up has been sent to you for approval on the 14th of March.

  We've also sent you reminder about reviewing the edit. Please check your email inbox or spam folder. Alternatively, you can visit your dashboard and click on "review" to locate the mock-up. 

  Feel free to reach out to our support team for any additional questions or inquiries. 

• Initial Complaint

  Date:02/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed my order on January 6, 2024. Several modifications were made but the last I approved on January 24th and never received any sort of update. I had to call multiple times. No one displayed any sense of urgency. This was a gift for my husband on Valentines and I’m so hurt that I can’t give it to him. I was also told that it would be escalated and someone would reach back out. I have yet to have anyone reach out to me and Valentines Day is tomorrow! And with this being my very first time ordering I am very unpleased. I just gave up calling again and getting the run around and no one seems to care at all. This is my first and last time because this experience has been very disheartening. I have been in tears ever since. You would think someone would have gotten back in touch with me by now and again nothing. On one occasion, a representative, through chat, abruptly ended the chat in the middle of me typing! I’ve been getting rushed and pushed to the side! So thank you guys for this horrible experience!

  Business Response

  Date: 02/19/2024

  Hello ******, 

  We're terribly sorry to hear about your experience with us. It's definitely not the service we provide and we'll do our best to make this right for you. 

  We've followed up with the studio and informed them about the urgency of this case, we're hopeful to have the finalized version sent to you in the next 24-48 hours. 

  We'll make sure to keep you posted on further updates.

  Thank you for your understanding.

  Customer Answer

  Date: 02/19/2024

   I am rejecting this response because: I began this process on January 6. It is February 19. I have been receiving this same response since my final modification on January 24th. There is still no sense of urgency and no one has yet to return my phone call. This just confirms you all in fact do not care about your customers and the effect this has had on me mentally. There’s absolutely no way you all still have no updates on my painting. That painting is very important and we are coming up on month 2. I need my painting and now I would like to be compensated in some sort of way. Either as a courtesy just send me my finished product and you guys waive the remainder balance or take something off the remainder balance. Ship it for free! I mean something! 
  I’ve been very patient.

  Business Response

  Date: 02/22/2024

  Hello ******, 

  We completely understand your concern and applied $80 store credits to your order. 

  The painting has been sent to you for approval and we're waiting for you to start the shipping process.

  Do not hesitate to reach out to our team directly in case further assistance is needed. 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 portrait November 22nd 2023. After a few modifications the mockup still looked horrible. I suggested taking out the person that looked horrible. They agreed. I haven’t received the updated draft and I’ve been the person initiating contact. Emails are replied with a generic auto reply. It is now January 23rd and I’m tired of sending emails to them about my order. I want a full refund. This is the worst experience I’ve ever had with a company.

  Business Response

  Date: 02/15/2024

  Hello. We would like to confirm that the refund has been issued back to the customer and the confirmation email has also been provided. Thank you!

  Customer Answer

  Date: 02/15/2024

   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.

• Initial Complaint

  Date:01/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 hand painting portrait of my mother's family. This order was placed on 11/19/2023 with an estimate that the painting would be completed by December 13, 2023. Order number ********************** I was asked to approve mockups or request modifications, in which I asked for modifications for what I wished for the painting. Modifications were asked for on 11/20, 11/23, 11/25, 11/29. These modifications were met (barely) before being drawn up. I did not like the way my grandfather was painted in the portrait as his painting had no likeness or resemblance to the picture I provided. I asked for a redraw of my grandfather on 12/2/2024. I did not receive an edit, instead I received an email saying this could not be done since it was already painted on 12/12/2023. I went back into my dashboard on paintyourlife .com and because i had asked for modifications it would not allow me to just approve it and have painting sent to me. I sent them an email asking to just send it to me or let me approve it on 12/13/2023 and then again on 12/19/2023 since it was supposed to be a Christmas gift for my mother. To this day I have no received the painting, a response to my emails, or the ability to approve the painting. I spent almost $700.00 on this product and I feel like I was scammed.

  Business Response

  Date: 01/08/2024

  Hello,

  We apologize for the inconvenience caused. 

  We see that the artist completed the artwork and you've requested additional modifications, some of which are impossible to apply on the finalized artwork. We've informed the team and will reach out to you via email for additional details. We do have 100% satisfaction guarantee so we'll do our best to resolve this in a timely manner. 

  Thanks!

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  After several modifications, I ended up having to go through a 2nd artist to redo my portrait the way I wanted it done. The 1st artist just didn’t do a great job as expected, it looked like an animated picture. I then asked the 2nd artist to fix the hair on one of the persons in the painting and it didn’t resemble the reference photo that was submitted! It couldn’t have been fixed at this point so I approved it so I can get the painting to my loved one for Christmas. my painting was then shipped out and arrived with unpainted areas as well as a blotch of black paint on the shirt sleeve in an area where it didn’t belong! I have sent numerous emails and contacted customer support to return the painting! I was informed that it would take 24-48 hrs to receive an email with the return label, it’s now been more than 3 days since my initial contact!

  Business Response

  Date: 01/04/2024

  Hello,

  We're very sorry for the delay and inconvenience caused. 

  We've reached out via email and will do our best to resolve this in a timely manner. 

  Customer Answer

  Date: 01/04/2024

   I am rejecting this response because:
  
  They offered a refund of 15% of total and that the unpainted areas were because the added 1.5” space was to be covered in a frame. My issue with that is that the painting should’ve been completely covered regardless if it was framed or not, what if I wanted to gift the canvas to my loved one without a frame!! In addition to that, I was told by two different agents that the picture would be repainted! 

  Business Response

  Date: 01/09/2024

  Hi!

  We've send you an email on Thursday with our offer and we haven't received a response from you. 

  We'll re-send the email now and will be looking forward to hearing from you soon! Thank you

  Customer Answer

  Date: 01/09/2024

   I am rejecting this response because:
  
  They offered $150 partial refund and suggested I take the painting to a local artist to fix. I didn’t hire another artist to paint the portrait from the beginning. Why would I go to another company or artist when they stand by a 100% satisfaction guarantee or money back policy. I have not been satisfied in the way they’ve handled this matter when I was told that they would repaint the portrait correctly! Terrible customer service! 

  Customer Answer

  Date: 01/10/2024

  We’ve reached an agreement and have resolved this issue! Thank you for your assistance 

• Initial Complaint

  Date:12/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  After spending almost $400 on a portrait that I was guaranteed in time for Christmas I am still left with nothing and nobody knows when it will ship out. After a delay on the company’s end I was assured it would not affect my delivery date of December 20th. After that didn’t happen I was guaranteed the 23rd then the 24th. Again after calling I was assured no later then the 26th or 27th. After spending well over 30 hours on the phone and I’m not exaggerating in the slightest bit there is still no solution. Every day I am told I will get a call back from a supervisor or email from a manager and it never happens. Just today I was told five different times I would get a call back from the supervisor who was supposed to call yesterday and you can guess that didn’t happen. I’ve never had a worse experience and been lied to so many times by a company in my entire life. Everyone I spoke to said that I shouldn’t have had to go through all of this and would take the case personally and update the following day. You can guess that has not happened once!!

  Business Response

  Date: 01/04/2024

  Hello,

  We apologize for the delay and inconvenience caused.

  We've already prioritized your order and issued a partial refund as an apology. 

  Within the next few days you'll receive a tracking number to monitor the shipment of your package. 

  Thank you for your patience!

  Customer Answer

  Date: 01/04/2024

   I am rejecting this response because:

    I still have not received a tracking number and have been told I would receive one numerous times now. Hard to believe anything they say until it actually happens. 

  Not sure how a case can be escalated and prioritized 15 times and yet my order still has not shipped??

  
  

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 paid a deposit of $78 on December 3, 2023 to have a photo of my brother's wedding painted on canvas. I was not happy with their work and asked to have my order canceled before the painting was started. On December 14 I requested they cancel my order and they agreed and asked how I would like my refund, I chose the original method of payment instead of credit. They have not completed the request. I have attached a copy of the conversation where they agreed to refund my deposit.

  Business Response

  Date: 01/04/2024

  Hello,

  We apologize for the inconvenience caused.

  Your order has already been fully refunded, make sure to reach out if there's anything else we can assist you with. 

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 painting to be done from our family wedding. It came out horrible at least 6 times I had to ask for re-dos. I can't wait any longer. I am seeking a full refund.They keep telling me they are going to fix the painting, but each time it's getting worse.

  Business Response

  Date: 01/04/2024

  Hello,

  We apologize for the delay and inconvenience caused.

  We've already processed a full refund, please let us know if there's anything else we can assist you with.

   

  Customer Answer

  Date: 01/07/2024

   I am rejecting this response because: I still have not received a full refund nor any confirmation from Paint your Life
  
  
  

• Initial Complaint

  Date:12/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 painting of my grandmother on December 6, 2023 for my mom as a Christmas gift. The order has been stuck in a consistent “ under review status” since then and I was unable to get in contact with anyone despite already putting down a deposit for the painting of $25.00. Finally I was able to get ahold of someone at the company on 12/19/23 who acknowledge they made a mistake on there end and failed to get it done it time for a rendering to sign off on for the final painting to begin. They stated they would rush the process to get a rendering to me later that day or the next day. I continued to look in my profile for an update and yet still failed to get one. I’ve attempted to reach out again both via messenger chats to the company and trying to call again but have been completely ignored and unable to get in touch with anyone. They ruined a very special gift and took some of my money without any response or proof of work. I want them to finish this painting without further cost as this has been completely unacceptable at every turn. I thank you for your time and if more info is needed let me know. The final cost is suppose to be 225 upon completion.

  Business Response

  Date: 01/09/2024

  Hello,

  We're sorry for the delay and inconvenience caused. 

  Happy to see that the painting has been successfully delivered to you. 

  Feel free to reach out to us if there's anything else, we're happy to help.

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My mother passed away in September 2023. I wanted to get myself & her mother a gift for Christmas that meant a lot to us, which is when I came across paint your life. I put in 2 orders. After designing the paintings, I didn’t like 1 of them. A lady called me & we cancelled 1 of the orders, the $545 order. The other order $401 is the order I did keep to go through with. But they have yet to refund me the money from it because I paid in full!! I have emailed 10+ times & have called & no one will answer me. I have now taken action to hope the BBB can help.

  Business Response

  Date: 12/26/2023

  Hello, we're very sorry for the experience you've had with us. Due to high load of inquiries we weren't able to respond to your request on time. Everything is resolved now and we've also reached out with the confirmation to your email address. Thank you for your patience and understanding. 

  Customer Answer

  Date: 12/28/2023

   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.

  I am thankful they refunded me the money from this painting that was cancelled but I STILL have a painting “in process” with them & I am hoping it turns out satisfactory. I am hopeful that this painting gets done & this situation does not taint the order I still have on going with them. I understand that with the christmas holiday business get behind but I sent many emails over a 20 day period & heard nothing but as soon as the BBB got involved, I get a response. It should not be this way but I thank you so much for your help in the matter. I want nothing more than for this order I still have in progress to be finished properly & to be satisfactory. If it isn’t, I’m sad to say I may have to open another case just to get someone to email me back, but I am hopeful that maybe some good will come out of all of this. But until then I will keep documenting all interactions for my protection.