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:05/28/2025

  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.

   
  Complaint: 23389908
  
  I am rejecting this response because:
  

  I went on line to a business called affirm . The vendor was selling prints . The vendor name is Tailored Canvases . I was sent the prints on May5 2025 and another two prints on May 10 2025 . The vendor has on their site hassle free 30 day refunds. I contacted Tailored Canvases and Affirm telling them I wanted a refund . They refused to give me address to return the prints too . Instead they demanded that pay them 459 dollars and 299 dollars . On May 19 2025 I returned the prints to tailored Canvases in the original  boxes I received them in . See ***** receipt showing they were sent back to Tailored Canvases in the same condition I received them as . ****** is the company that bills me for theses prints . When I asked them and told them I wasnt going to pay for prints that I was not happy with the company affirm stated that Tailored canvases told them that they were custom prints . They are not custom prints . The key word Tailored Canvases used to inform Affirm was they were Treating  them as a custom prints .  Because of the sizes. Interesting is this the second two prints were 36 by 24  hardly large print . The principal  print  of 30 by 60 is on your site you should have it in bold print that you would not give a refund on this due to its size Which goes against their own policy Tailored Canvases saying hassle free returns for 30 days . I sent back those prints to you on May 19 to ********** which were signed for by **** .  Also. tailored Canvases  site advertises the print size I bought and no where on the site do they mention that they were custom  or that they would be treated as a custom size . Tailored Canvases simply doesnt want to lose the money they already received which isnt my problem . Infact Tailored Canvases is simply baiting people by saying they will give you a refund but then when you try to get them they want you to pick another print instead of getting a refund .  See the other complaints against you and you have a method of operation in trying to force those who want their money back to keep buying from you . Well not me Affirm continued to send me a bill for theses prints that are not in my position and that I simply dont owe .
   This is unfair debt practices you simply will not play switch and bait  with me so you dont have to give back the money to affirm   Or where ever it came from . I have spoke to *********** as they just give you the money to do business .According to *********** they simply dont have anything to do with the loan  . I have made a complaint against both  Affirm and Tailored Canvases with ****************** protection Division my next step is to go the attorney general  in my state against you . I promise you this I wont pay you a ***** for the prints secondly you will not get away with switch and bait me into buying your cheap prints .  This attempts of collecting any money will end up in court  Note get your attorney ready your going to need them ! 

   

   

   

   

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

  or them. *********** said they fund the affirm and tailored canvases but will not have any thing to do with them filling the promise of a refund.i no longer give them permission to debit my bank base on the fact that affirm and tailored canvases know they got them back and refused to void out the payments i have pictures of everything but unable to upload them at this time.

  Business Response

  Date: 05/29/2025

  Hi ******,
  
  Im really sorry to hear that you werent happy with your order, and I appreciate you taking the time to reach out and explain your side. Ive personally reviewed everything carefully so I can respond to you honestly and fairly.
  All of our canvases are made to order based on each customers selection including the size and style you chose. While your prints didnt include personal text, the sizes you selected are part of our oversized formats, which are produced individually for each order. Thats why we treat them as a custom order.
  
  When you first contacted us, we asked for photos so we could understand the issue and try to help. From the pictures you sent, it looked like the prints matched what was ordered and werent damaged. That said, we understand that the product didnt meet your expectations, and were sorry it wasnt what you hoped for.
  
  We do our best to resolve concerns fairly, and were always open to working things out but its also important that returns are assessed so we can process them properly. In this case, the prints were sent back without an okay from our team, which put us in a tough spot.
  
  Regarding the Affirm dispute, we responded with the order and delivery details on our end, and I understand that decision may not have gone the way you hoped.
  Even so, I want you to know that were still open to helping. If you're open to it, wed be happy to offer a free exchange and help you choose another design that youll hopefully love more. We just ask that we keep communication respectful so we can move forward.
  
  Thank you again for taking the time to raise your concerns.
  
  Warm regards,
  **** ******
  Customer Experience
  **********************
  

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 made a purchase that was delivered on April 28. The colors in the canvas are not what they appear to be online. I contacted the company via email to process a return (as indicated on their website) on May 1 and did not receive a response. I contacted them again on May 6 and have not had a response. The website states that "if you are not 100% satisfied within 30 days or receiving your order, just let us know. Returns are hassle-free"

• Initial Complaint

  Date:05/01/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  As you can see I placed an order for a canvas and when I received it, it didn't look anything like it did on line. I can't get anyone to return my email regarding how to return my item. Also it is now listed for $69.99. And I found that very odd. Please help.

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Beach scene canvas from Tailored Canvases online April 2, 2025. It is a non-personalized canvas. It clearly states; Always FREE shipping and 30-day hassle-free returns!Delivery Expectations All orders are made to order, so please allow 13 days for production.We ship from our facility in *******, ******* via ************. Once shipped, you can expect 13 days for ************* 30-Day Returns If youre not 100% satisfied within 30 days of receiving your canvas, just let us know.Returns are hassle-free, and you can find our detailed policy on the Returns Policy Page.I immediately contacted them for a return authorization on April 8th. After numerous emails, they said they wont take it back. When I sent them the screenshot of their return policy, they asked for photos of the box, front and back of canvas; which Ive sent three times. I also spoke to them on the phone and through their social media channels. They are not honoring their hassle free return policy.

• Initial Complaint

  Date:02/23/2024

  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.

  Ordered a product from this company February 6th. It stated 2-3 business days to be ready for Valentines Day. It was not. Valentines passed still no product. I contacted to cancel. I tried to contact them about where my order is nobody contacted me back I have called for refund nobody is picking up. Its almost a month and still no refund nor product

  Business Response

  Date: 03/05/2024

  Hello BBB,
  
  We have already processed the refund for this customer as requested.
  Cancelations may take approximately 3-5 business days to fully reflect back to the customer's original mode of payment.
  The estimated time for the refund to fully reflect will be on or before March 11, 2024.
  An automated refund notification has also been sent to her email we have on file.
  
  We wish to inform the customer that if it has not reflected past March 11, 2024, to reach out to her credit card company's support team for further assistance.
  
  For any other concerns, you have email us at ****************************** or call us at ************.
  
  Kind Regards,
  
  *********************
  Vice Operations Officer
  *******************************
  

  Business Response

  Date: 03/05/2024

  Hello BBB,
  
  We have already processed the refund for this customer as requested.
  Cancelations may take approximately 3-5 business days to fully reflect back to the customer's original mode of payment.
  The estimated time for the refund to fully reflect will be on or before March 11, 2024.
  An automated refund notification has also been sent to her email we have on file.
  
  We wish to inform the customer that if it has not reflected past March 11, 2024, to reach out to her credit card company's support team for further assistance.
  
  For any other concerns, you have email us at ****************************** or call us at ************.
  
  Kind Regards,
  
  *********************
  Vice Operations Officer
  *******************************
  

• Initial Complaint

  Date:12/19/2023

  Type:Order 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 an order on November 30th for a canvas print. I payed ****** by credit card. I never received the above item. The company said Federal Express delivered it on December 6th. I never received this item. I called over 4 times and the company will not send me my item or refund my money.

  Business Response

  Date: 01/25/2024

  Hello BBB,
  
  We have received Customer *******'s complaint last December 07, 2023.
  We have spoken with him on a phone call, with our rep informing him that we will be sending him a complimentary replacement.
  During the holiday season, we have experienced an increase in our usual processing time for canvases.
  The replacement canvas has been shipped out December 20, 2023.
  Based on the replacement tracking number, it has been marked as DELIVERED on Friday December 22, 2023 at 11:01 AM, with the courier providing a delivery photo.
  We have not received any more communications from the customer since December 22, 2023 so we have marked the concern as resolved.
  
  We can be reach at ************, Mondays to Fridays, 9am to 5pm Eastern Standard Time or via email at ****************************** for any further clarification on this matter.
  
  Best Regards,
  
  *********************
  Vice Chief Operations Officer
  Tailored Canvases
  

   

• Initial Complaint

  Date:06/16/2023

  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.

  Seller refuses to ship my product. Lied about tracking and has a fake phone number.

  Business Response

  Date: 06/30/2023

  Hello ****,
  
  This is *********************, I'm one of the Managers here at Tailored Canvases.
  I'm sorry to hear that you had a less-than-perfect experience regarding your order with us. Please know that we do strive to provide excellent customer service to all our customers.
  
  Regarding your Etsy Order 2908280107, I can see that you have requested a refund from us, which was already fulfilled.
  Kindly check the attached photo to see that this order has been refunded already as per your request.
  
  We do hope that we are able to help and serve you in the future.
  Feel free to call at ************ (Press 2 for ***************** or send us an email to ******************************
  
  
  Kind Regards,
  
  *********************
  Fulfillment Manager, Tailored Canvases
  **************
  

• Initial Complaint

  Date:03/15/2023

  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.

   
  Complaint: 19597964
  
  I am rejecting this response because: It is true that we approved the design, with the pink lillies and ************************* flowers, via email with *** on 3/14 at 8:41 pm. However, the day after we approved it, ********* sent us an incorrect proof on 3/15 at 6:54 am and wanted us to approve the wrong one.

  We will gladly accept your 25% refund if we can receive the design we approved.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/16/2023

  Hello ******,
  
  Thank you for reaching out to us on this matter.
  This is ****, I'm one of the managers here in Tailored Canvases.
  
  I went ahead and reviewed what had happened to your order & I see that there had been delays on our end in producing the desired border for your order.
  Also, I saw that you have been corresponding closely with our Customer Support Specialist, ***, who has given you updates on your special requests as well.
  As a company that caters to hundreds of special request every day, we make it a point to provide you the closest possible image given your instructions to us & human
  as we are, we do recognize that not everything we do will go as smooth sailing as we want it to be.
  
  I saw from our latest correspondence that you have already chosen a final draft but you are waiting for a price adjustment on your order, I would like to offer
  you a 25% refund from what you have already paid for. 
  
  If you are in agreement to this resolution, please let me know as soon as possible so I can process that refund for you.
  Also, to prevent any further delays, kindly reply back to *** regarding your order approval & which draft you want to go with so we can send it to our production
  floor right away.
  
  I hope this helps in resolving any issues in your order and rest assured that we are continually improving our systems and processes to deliver the best experience
  to you and our future customers.
  
  
  Kind Regards,
  
  *********************
  Manager, Customer Support
  **********************
  **************

  Business Response

  Date: 03/24/2023

  Hello ******,
  
  **** here again. Thank you for your response. 
  
  As per our last conversation, I can see that the following these have happened:
  1. You went ahead and approved the draft. At the moment, I can see that the tracking number link has been sent to your email.
  2. As per your request, I have refunded back to your account 25% of what you have paid for. If it has not showed up on your account yet, please let me know so I can send you documentation that you can forward to your bank for verification.
  
  If there is anything else I can help you with, please let me know so I can prioritize that right away.
  Attached here is a screenshot of the abovementioned items.
  
  Kind Regards,
  
  *********************
  Manager, Customer Support
  Tailored Canvases
  **************

  Customer Answer

  Date: 03/29/2023

   
  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,
  
  *****************************