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:06/18/2024

  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.

  I purchased a 20" x 60" framed canvas online on 4/23/24 of pictures from a recent vacation to ******. It arrived a couple weeks later to find that there were two large black splotches on the canvas that were not in the photos I uploaded. I contacted CanvasWorld to have them reprint the canvas. At first, they seemed very accommodating, but I quickly realized they have no intention of backing their product I purchased. Just one delay tactic after another. They went cold on me after waiting for a response for 3 weeks, so I contacted them again today, just to get more ridiculous questions. The question they asked has nothing to do with the poor print quality and I waited 3 weeks for that nonsense. I want them to print a new canvas.

  Business Response

  Date: 08/22/2024

   
  
  
  ID ******** ***************************
  
  
  Dear Valued Customer and ********************,
  I extend my most sincere apology for the length of time this has taken to resolve.  It appears that your concern was sent to a warehouse location and was not forwarded on to our main office which handles any disputes or concerns such as this which was recently sent along to our ************* Dept.
  Our records show that you placed your order on 4/22/2024.  On 6/19/24, you contacted us indicating that you noted spots on your canvas.  As is required, we asked that you return the canvas to us and we would either reprint or refund your order; whichever you preferred.  You indicated that you wished to have this reprinted.  We sent along a shipping label to pay for your canvas return.  On 6/28/24 you again contacted us, and we indicated we required a return and we resent another shipping label to you so we could obtain a return of the original canvas for review.  You indicated that you did not receive the shipping label, so we resent it on 6/28/24.  On 7/3/24, we again informed you that we required return of the canvas for inspection, we were informed you did not receive a label and again, it was resent.
  As of today, we have not received your canvas returned and I have taken the steps to refund your order in full.  Im unable to substantiate your claim of damage but wed also like to resolve this to your satisfaction.  We feel a full refund is the offer that will resolve this issue.
  While we cant verify the issue you have noted with your order, we sincerely apologize for your disappointment with your order. We are equally sorry for the length of time to send along this response.  If you have any further concerns, please dont hesitate to contact me directly.
  We thank you for being our customer and I hope we see you again in the future.
  
  Sincerely
  
  **** Fosnaugh 
  Sr. Mgr., Customer Experience
  **********************