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:12/28/2022

  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.

  On 12/10 I placed a custom order, which according to the website was in time for processing/Xmas delivery. The item ordered was a sentimental picture of my deceased father in law and my husband. Obviously Xmas is when I wanted this presented. On about 12/12 the proof came, which I immediately replied to asking about a larger pic than ordered. Two days later tailored canvass replied, to which I immediately approved the initial order, In fear of delayed processing. Around 12/16 I was advised order was to production On 12/18 I reached out asking for update as I knew it was getting late for Xmas arrival . After no reply via email, I called and was assured it would be sent out expedited shipping. Next morning received tracking info that label was created , but after further investigation with REMOVEDdiscovered not yet shipped out, but sent via ground and a delivery date of 12/28. Immediately called and spoke to A young lady ( REMOVEDmaybe) who said she would contact shipping to have new expedited label made as initially promised . Woke up next morning to a shipped update with still a deliver for after Xmas . Called back again to me told of course it was to late to resolve. Asked for a refund as I had, dont need for the gift several days after Christmas. Was told only a manager could do this and no one was available. Someone will call me back within 24 hours. . I have subsequently called nine more times asking for the refund just to be told the exact same thing that the representative I speak with has no way of contacting me directly with the supervisor and I will just have to wait. today is Now December 28. I still have no package and no refund processed, not a call back from the Manager who is to busy according to the Csr.

  Business Response

  Date: 01/03/2023

  Hello REMOVED,

   

  My name is REMOVED, I'm part of the REMOVEDhere in Tailored Canvases.
  REMOVEDto your complaint regarding Order #REMOVED.
  
  First, I want to thank you for bringing this to our attention. I have carefully reviewed the history of what happened to your order and here is what I found.
  You ordered the Family Watercolor Portrait Sign last 10/12/2022 at 10:12 am. Due to revisions applied to the design, this was approved and sent to production last 14/12/2022 at 1:09 am.
  I saw that you had inquired multiple times about the production status of your order and that it's tracking number was sent as an email notification to you last 21/12/2022 at 6:22 pm.
  Your order was finally delivered last 29/12/2022 at 7:13 am.
  
  I extend my apologies for your order not having been delivered on the expected time. Holidays are usually our peak season and with it comes uncontrollable factors that REMOVEDhave affected the production timeline for all our canvas orders.
  I also saw that your order was processed in our Eastern Facility where we had power issues due to the storm.
  
  We pride ourselves with 100% customer satisfaction and I want you to leave with a better experience than the one you had.
  I will be refunding the amount of $59.99 in full to you.
  Also, there is no need to return the canvas back to us, you REMOVEDkeep it and use it however you see REMOVEDhoping that we agree to this resolution and that you withdraw this BBB complaint and any other negative review you REMOVEDhave left us.
  Please send me any confirmation that this complaint has been withdrawn & send it to REMOVEDwith the subject line: ATTN: REMOVEDso that I can proceed with the refund.
  
  Again, thank you for providing us you honest feedback. We will use this to improve our services and better our over-all customer experience.
  If you have any other questions, feel free to send me an email to REMOVED.
  
  Looking forward to your response.
  
  Kind Regards,
  
  REMOVED
  Supervisor, REMOVED
  Tailored Canvases
  tailoredcanvases.com
  
  

  
  
  
  

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18648261
  
  I am rejecting this response because: the conditions in order to receive a refund seemed to be that I must withdrawal any and all complaints made prior to the refund being issued . I still emailed their customer service email as requested and advised upon confirmation of the refund I would update any and all complaints to reflect the fact that I have since been refunded, However, that email has not been responded to nor have I received any other  communication from Tailored Canvas nor a refund. I have been calling and emailing nearly every day since 12/18 when it was discovered my order was not shipped expedited as promise, to ask for a supervisor to contact me to process my refund. Although no emails were responded to, each phone call I am told someone will contact me in 24 hours to resolve, only supervisor can process refunds. 
  It seems obvious this is a tactic of Tailored Canvas to hopefully get the customer to just give up. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/22/2023

  Hello REMOVED,
  
  I apologize if you feel that way but please know that it is never intentional. As a sign of good faith, we have processed the refund for you.
  The total Refunded amount of $59.99 was processed last Jan 22, 2023, 4:22 am (US MST).
  If it is not reflecting real-time on your card statement, kindly wait for 3-5 banking days as some refunds may take longer due to differing bank policies.
  Kindly see the attached files that will serve as proof of your refund.
  
  I am looking forward for your confirmation of the withdrawal of all claims against this order number and the company as a whole.
  If you have further questions, please feel free to submit a reply using this message thread.
  
  Sincerely,
  
  REMOVED
  Supervisor, Fulfillment Department
  Tailored Canvases
  tailoredcanvases.com