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:09/23/2022

  Type:Service or Repair 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 order a canvas print and it came not as order call the company and they said they sent a email and I approved this print is what one person said and called back and the next person said the system approved it for me all I want is what I paid for to be right

  Business Response

  Date: 09/25/2022

  Hello *******,
  
  

  My name is **** and I am part of the Fulfillment team. I hope you are doing well today.

   

  I have reviewed in full what had happened to your order and the series of facts below shows that:
  

  
  1. You had ordered your coffee bar design last September 15, 2022 at 5:53 am (PST). This also shows that you have only put in "Munesy" in the Name Field [See attachment 2]

  
  2. We have sent you a draft/proof of your order last September 16, 2022 at 12:31 am (PST). [See attachment 3 & 4] Since there was no response from you, your draft was automatically sent to production last September 18, 2022 at 02:20 am (PST) to prevent production and shipping delays.

  
  3. We also did not receive any revision requests from you since the call logs showing up that is associated with your number are only communications involving you informing us about this issue.
  ---- 9/23/2022 10:44 AM - First Call (Answered by *****)
  ---- 9/23/2022 10:59 AM - Second Call (Answered by ***)
  ---- 9/23/2022 11:07 AM - Third Call (Answered by ***)

  
  4. On our coffee bar design order page, you can see here that the sample we have provided in the name field shows "The *******" as how it is showing up on our Mock Up Approximation Image. We are careful to follow whatever you have put in the Name field since that signals to us that this is exactly how you want your order done.
  
  
  Unfortunately, this does not qualify for full replacement as this is under *****'s Remorse.
  I understand that this canvas piece is an important decor for you and your family so, on top of ***'s 25% discount offer for your canvas reprint, I will be adding my 10% Manager's Discount, totaling to 35% discount for your canvas reprint.
  Also, we will be doing a manual proof for this, which means that a staff will personally send you a proof to your email and give you a follow up call just in case you missed your proof again.
  
  Please reply back to this thread if you would like to proceed with your discounted canvas reprint.
  
  Keep safe and Regards,
  
  
  *********************
  Fulfillment Team
  

• Initial Complaint

  Date:08/29/2022

  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.

  Early afternoon of July 26th 2022, I completed an order for $136 and not 30 Sec later, I had an alert come to me about a short time offer of an upgrade that seemed to show at same price I could receive a larger product. Once I realized I misunderstood, I quickly called and explained Id like to stick with my original choice as I misunderstood how much more Id have to pay. Man noted it would take a couple days but would see the refund. Following week, I saw nothing. Called about the issue and talked to the same man who refreshed his memory about conversation and we ended call with only a little frustration about some confusion on the amounts. I did send a screenshot of statement that there was an additional charge of $136 and $105. Ended call but a few days later, I emailed to say nothing was taken care of. I expressed frustration how once again it would take awhile for this to be refunded when last time it was to be within a couple days. They apologized in email saying this had to be approved as there were others in the Queve and they have a refund limit. I questioned why if I immediately paid why it isnt immediately refunded. Now its been a month and Im feeling like theyre hoping we just get exhausted and give up. My last call and motivation for complaint was my last call this evening of august 28th when he first stayed in misunderstanding that we ever talked about this when I said oh good, Im getting same person Ive spoken with before and then says I may want to reach out to my bank that this other charge isnt what I think it is. Everything changed and Im just done with this service and how customers are mislead into this situation. So in conclusion, there are 3 charges of $136,$136 and $105. I want all of it back. Its the least they can do with all the time wasted regarding this issue. Worst customer service and condescension as if you didnt know what youre talking about.

  Business Response

  Date: 08/29/2022

  Hello ********,
  
  My name is *********************, I am part of the Fulfillment team here at Tailored Canvases.
  
  First, I would like to apologize in behalf of our whole customer support team regarding how you felt your issue was handled.
  Please know that it is never our intention to mislead you or condescend in any way as that goes against our company values.
  
  I did review your ticket as soon as I got this BBB complaint & it does show the following charges for the respective order numbers, ordered on the following dates:
  -- July 26, 2022 at 11:58 am US-PST - #****** - $136 & $105
  -- July 26, 2022 at 12:15 pm US-PST - #****** - $136
  I also checked and saw that you have spoken to our Support Staff, *****, twice and with ******, once.

  Upon further checking, it seems like ****** has explained thoroughly the charges above & I found that this is what ***** has failed to do during the first call with you.
  Due to this gap, I will be passing this on to management so we can strengthen our procedures in the customer service department & place solid active measures to prevent similar situations from happening.
  
  As of this writing, I can see that the charges for ****** has been fully refunded back to your original mode of payment. It should show up on your card statement within 7 business days as this varies depending on your bank policy.
  Feel free to reach back out after 7 business days if its still not showing up on your card statement.
  
  Also, as a sign of good faith and as a form of recompense to the matter, I would like to offer you a free canvas 20" by 10" canvas with the design of your choice.
  I believe that ****** is currently handling your ticket so he will be seeing this through for you. He will take care of any personalization you might want to add in.
  
  Again, I do apologize for this issue but I hope that we are able to redeem ourselves through exceptional service moving forward.
  Feel free to message me in this platform if you have more questions, I'll be happy to answer those.
  
  
  Best Regards,
  *********************
  Fulfillment