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:12/11/2024

  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 was charged double for my order! I called them and they state that they're not showing a promotion that would have made my order less, however when I pointed out that even the current promotion wouldn't have made the order over $400 as they charged me! Even with the current promotion, it would be $314, I was charge $436! I made my purchase on cyber monday. 3 items were $52.47 and the other 4 items were $18.19, this would have made my total $230.17 before taxes and shipping was $23!

  Business Response

  Date: 12/12/2024

  Hi ******,
  
  Thanks for reaching out to us!
  
  Our records show that we are refunding $163.96 to honor the pricing that you were reflecting prior to checkout. Once that request is approved (currently taking 2-3 business days to process on our end), youll receive an automated email letting you know this has been taken care of. Depending on your bank, it then may take several business days for your bank to reflect the refund.
  
  We will not be refunding the order in full, as the order has already shipped.
  
  Please let us know if you have any questions or concerns.
  
  Sincerely,
  ****** *.

• Initial Complaint

  Date:11/27/2024

  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 recently ordered 6 canvas prints from EasyCanvas and the quality was extremely poor and unacceptable. The pictures are blurry, grainy, and pixelated. When I reached out to the online customer chat I was told they would look into my order and get back to me. When I didnt hear anything from them after 48 hours I reached back out and they said there was nothing wrong with my canvases and the reason they look blurry/grainy is because of the canvas material itself. This is completely unacceptable as I have ordered many canvas prints in the past from other companies and have never had an issue with them turning out blurry like this. I even sent EasyCanvas pictures of my canvas to show them what Im talking about and they still refuse to rectify the situation. I believe I deserve at least some sort of refund or reprints of them, although Im skeptical to even let them try and print them again as the quality of their work shows to be poor. I have attached some of the pictures below to show the blurriness and awful picture.

  Business Response

  Date: 11/27/2024

  Hello ********,

  Thanks so much for reaching out and providing this feedback. I am deeply sorry for any inconvenience or confusion caused when you contacted us previously. 

   

  The review revealed that the uploaded files printed as expected on the size canvases selected. Printed details on the material that we use at this size is largely impacted by the images being printed. The perceived blurriness is caused by the small details of the canvas material and a reprint will yield the same quality. 

  
  We are able to provide you with a $78.64 partial refund for all the prints; this is 100% of the product cost. Please let us know if we can proceed with the refund at this time by reaching out to our Customer Love Team at ************** for real- time assistance.
  
  We are looking forward to your response.
  Have a good evening!
  

  
  

  Customer Answer

  Date: 12/04/2024

  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. I called the 877 number provided and was told I would be issued a refund in the amount of $78.64 which is acceptable. This should be credited back to my credit card within 5-7 business days per the customer service rep. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:11/12/2024

  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.

  October 2024 I ordered a 11x14 canvas from this company. Keep in mind I have this picture in a 8x10 non canvas and it looks great. The canvas arrived looking over exposed, both my daughter and I looked yellow. I complained and they apologized and said they could make adjustments, sent me a proof that looked great, and said just pay for the S&H and we will make it for you. I paid it and in about a week I received the exact same canvas. Nothing was changed. Of course I was upset and complained again. Demanded the correct print or my money back from both transactions. No response. Been two weeks almost and still nothing. Just absolute garbage.

  Business Response

  Date: 11/15/2024

  Hi ****'
  
  Good day, and thanks for taking the time to write in.
  
  I do apologize that the order was received and wasn't as expected.
  
  Upon reviewing your order, I am showing that we offered a full refund for Order #********  and $12.16 refund for Order #********. If you have any other questions please let us know! Thanks again for working with us, and have a great day!
  
  ******** C
  Support Lead
  

  Customer Answer

  Date: 11/26/2024

  Complaint: 22543749
  
  I am rejecting this response because: Your only refunding the shipping fees. You should be refunding me everything. I have not received any refunds at all. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 11/27/2024

  Hi ****,
  
  I am writing to inform you that the refund was processed successfully on my end. We understand that receiving a refund can be a hassle, and we want to apologize for the inconvenience caused.
  
  We did provide you with a full refund on the original order number ******** which is $26.07, the replacement order number ******** we had covered the full cost of the item and you only paid shipping and tax for that order, this is $10.86 in total which we had already refunded. I apologize for the typo in my previous response with the amount. To see these refund amounts it would depend on how fast your bank works it should be within ***** days or less.
  
  We value customer satisfaction and strive to you with the best customer experience and we are truly sorry that the prints did not meet your expectations.
  
  Thanks for making it Easy Canvas Prints have a great rest of the week.
  
  ******** *.
  Support Lead

• Initial Complaint

  Date:09/13/2024

  Type:Order 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 received a print that was not of the faded and not of the quality ordered. I emailed and was asked to send photographs of the print I received. After I sent photographs, they acknowledged via email that something was wrong with the printing and that if I approved the new print they would send me the print. This was now over two months ago. I have followed up, six times since approving the print and no one has responded whatsoever.

  Business Response

  Date: 09/16/2024

  Hi ********,
  
  Thanks for taking the time to write in. 
  
  I do apologize that your order wasn't actioned.
  
  As per your email conversation, I am showing that you did approve the proof.
  
  I am able to either submit a refund in the full amount or I can have the reprint set up for you.
  
  Please let me know which option best works for you at this time and I will quickly get that set up for you.
  
  I look forward to hearing from you.
  
  Have a great day!
  
  
  ******** D
  Floor Manager
  
  

  Customer Answer

  Date: 09/16/2024

  Complaint: 22279471
  
  I am rejecting this response because:

  The business's response asks me to approve the re-print AGAIN or tell them if I want a refund. But they did not respond to me, only through the BBB. Yes, I want to receive the re-print. I will also respond to the business directly but until I receive the actual re-print I do not want this matter closed. This is because it has been promised before and was not received.
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/16/2024

  Hi ********, 
  
  Thanks for your response!
  
  I've filed a request to have this print reprinted and shipped out to you again, and your order will be going back into production shortly.
  
  You will receive a shipping confirmation email when the replacement leaves our doors with the tracking details. This email is a duplicate of the first and may list the original totals paid but rest assured, you are not being charged again!
  
  Thanks for your time. 
  
  Have a great day!
  
  ******************
  Floor Manager
  
  

  Customer Answer

  Date: 09/17/2024

  Complaint: 22279471
  
  I am rejecting this response because: I do not want to close this case until I actually receive the product. I will advise once the product arrives.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising 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.

  Scam.. the ad says "sale" $14.99 for a 16x20, but you lose that price if you change the photo because the first one didn't fit on their canvas well. So I downsized to an 11x14. for $14.49 off their grossly inflated FAKE regular prices. Shipping was $9.99. Ok... get an email for a FREE 11x14 print offer, just pay shipping. HOWEVER.. the shipping for the same size is now $17.99 so it isn't FREE. False advertising. Scam. You can't claim free and then jack up the shipping for the same product.

  Business Response

  Date: 09/06/2024

  Hi ****,
  
  Thank you for taking the time to share your thoughts on our current promotions. We appreciate your feedback and value your opinion as it helps us improve our offerings.
  
  We understand that you have an issue with a few of our promotions. Please note that we have more than one promotion running at the same time.  Each promotion works differently, some will have a higher shipping cost with a lower item cost and vice versa; there are also promotions that are specific to certain canvas sizes.
  
  If at any time there are items in your cart and you want to see if you're getting the best deal, please feel free to give us a call and we'll be more than happy to assist you with applying the best offer to your cart. 
  
  I reviewed your most recent order with us and you have gotten the best deal for the size canvas selected; this is 85% off plus the free shipping option.
  
  Thanks for making it Easy Canvas Prints, we appreciate your business.
  
  Amoya R
  
  

• Initial Complaint

  Date:09/04/2024

  Type:Billing 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.

  A couple years ago I used ECP for multiple prints on metal frames of kids pictures. Two came damaged and I contacted the customer service number. They were helpful and immediately reprinted and shipped them out.Recently I wanted to update four of the pictures, ordered through ECP again and received three of the four pictures. The fourth, showed some delay in tracking. I contacted ECP three times, initially they said I requested a delivery change. Now, why would I request a change for one and not the others? I hadnt. There is definitely a difference in who is answering their customer service. They are rude! I wanted another print sent to me since it was lost and I wanted a refund on shipping since I wasnt going to receive it in the time they said I would. **************** said I couldnt have both. Now I feel that they are holding that print hostage unless I chose one or the other.

  Business Response

  Date: 09/05/2024

  Hi *****,
  
  Thanks for reaching out to us,
  
   We apologize for the inconvenience caused by the print that was lost in transit, we do understand how frustrating that could be. We take full responsibility for the lost item and we do appreciate your feedback.
  
  Once an item is damaged or lost we can do a replacement for the item and if it's no longer needed we can refund that item for you. I do see here that you reached out to our customer service center on 9/3/2024 and requested the item to be reprinted which will be processed as soon as possible.
  
  While we do understand your concern and your request for a reprint and a refund of the item, our system does not allow both options to be processed for the same item. The shipping cost associated with the lost item was $4.22 however what we can offer as a one-time courtesy is a refund of $10.00 geared towards the shipping cost due to the inconvenience.
  
  I've filed a request to have your order refunded for $10.00 to the account that was originally charged.
  
  The refund will take us about 3-5 business days to process. After that, depending on your financial institution, it may be an additional ***** business days for you to see that amount reflected in your account.
  
  Thanks for making it Easy Canvas prints we appreciate your business, have a great day.
  
  ********************
  

• Initial Complaint

  Date:07/19/2024

  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 have placed many orders with Easy Canvas Prints and had been really happy with the results. But that has now changed with my last order and I will never use or recommend them again. I ordered a 24 x 36 canvas print, paid for their professional review to make sure the file / picture I sent was good enough for this size print. I received zero emails or communication to say that the file was not going to turn out well. Easy Canvas Prints shipped out my order and when it was received I couldnt believe they would ship something with such poor quality. I contacted customer service three times and was told they would refund a portion of what I paid but they would not refund their expense cost or shipping. Easy Canvas Prints produced a low quality print and I am the one who has to pay for their supplies and manufacturing expense? This is the first issue I have ever had with Easy Canvas Prints and their customer service refused to resolve the issue. They have given the middle finger to a repeat customer over basically $16. The money isnt the issue to me. Its the service that I received after even paying extra for them to make sure what I sent would work for what I ordered. There are many canvas companies out there and now myself, friends and family members will find one that takes care of its customers and cares about the quality of the products they provide.

  Business Response

  Date: 07/23/2024

  Hi *****,
  
  Thanks for reaching out to us, we apologize for any inconvenience caused by your canvas received and the experience you may have had with our company. We take all customer feedback seriously and strive to provide the best service possible.
  
  I reviewed your order and saw that you had selected the option for a review to be done on the order, in these cases if the file provided is not high enough quality the system should have flagged it and an email sent to advise you that a different file is recommended.
  
  I apologize that you didn't receive proof in this case which would have given you a clear idea of how the photo would print. With your photo it's not a case that the quality is very small, the photo seems like an older image or it was edited and I wouldn't recommend that photo for a canvas print.
  
  If you have the original photo we can take a look for you and advise you of the best resolution. When you reach out to us we provide the information of a partial refund, if at that time you aren't happy with it please let us know, we are always happy to help or work with our customers in any way that we can.
  
  I do see that a partial refund was submitted to be processed I will go ahead and cancel that request submit a full refund for the inconvenience and get it processed for you.
  
  Thanks for making it Easy Canvas Prints.

  We appreciate your business.

  Have a great day.

   

  ******** D

  Floor Manager

• Initial Complaint

  Date:06/03/2024

  Type:Sales and Advertising 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.

  SEE EMAIL BELOW. THESE EMAILS NEVER STOP FROM THESE PEOPLE! NEVER! I HAVE CLICKED THEIR UNSUBSCRIBE BUTTON THOUSANDS OF TIMES AND THE EMAILS NEVER END! THEY BLATANTLY DISREGARD CONSUMER'S REQUESTS TO STOP THE EMAILS! THESE PEOPLE ARE SCAMMERS! IF THE UNSUBSCRIBE BUTTON DOES NOT WORK THEN THERE IS NO WAY FOR CONSUMERS TO STOP THESE EMAILS!! I AM RECEIVING THESE HARASSING EMAILS MULTIPLE TIMES A DAY WITH NO RECOURSE BECAUSE THESE PEOPLE THINK THEY ARE ABOVE THE *** DISABLING THE UNSUBSCRIBE BUTTON. THEY ARE SCAMMERS!!Up to 93% off Custom Prints this Fall CP Canvas Prints Partner <********************************************************************>7:36 PM To ******************** Stop Receiving These Messages This is an advertisement.This email was sent on behalf of Easy Canvas Prints.To stop receiving emails about Easy Canvas Prints, Unsubscribe or write to:*************************************************

  Business Response

  Date: 06/06/2024

  Hi *****, 

  Thank you for reaching out to us! I'm so sorry for the trouble, and I'd be happy to assist with this!

  Per your request I have unsubscribed this address from our promotional/newsletter email list. Should you still be receiving these emails after 7-10 business days, please let us know! At that time we can take further action if need be.

  Please let me know if you have any additional questions or concerns. Otherwise, no reply is necessary at this time.

  Thanks again for reaching out and take care!

  ******************

  Floor Manager

   

  Customer Answer

  Date: 06/07/2024

  Complaint: 21792545
  
  I am rejecting this response because:

  These canvas print people are harassing me with other emails as well.  I have no idea who they are but I want to be unsubscribed from EVERY SINGLE ONE OF THEIR EMAIL SOLICITATIONS NOT JUST THESE CANVAS PRINTS!  I want no emails whatsoever from these people not just pertaining to these canvas prints but EVERY SINGLE EMAIL THEY ARE HARASSING ME WITH CONSTANTLY!  I WANT ALL EMAILS FROM THIS COMPANY TO STOP FOREVER!

  
  
  Regards,
  
  *********************

  Business Response

  Date: 06/10/2024

  Hi *****, 

  Please accept my sincerest apologies for any inconvenience you've been experiencing. I've submitted for your email address to be removed ASAP!

  Your email address has been added to the global affiliate suppression list and you should no longer be receiving any emails.

  Thanks for your time.

   

  ******** D

  Floor Manager

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising 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 have received two emails in the past month indicating that I have ordered prints, which I have not. The emails show obvious stock photos as my supposed prints. They state that my credit cards have been billed but I don't recognize the card numbers. They have now mailed two packages to an old address of mine despite my asking them to stop. They have offered to give me a refund, but I suspect they are just trying to get credit card or account information from me. I want them to remove me from their database.

  Business Response

  Date: 05/25/2024

  Hi **** ****, 
  
  Good day and thanks for taking the time to write in.
  
  I do apologize that orders were placed with your information and you are not aware of these orders.
  
  There are various ways in which persons can obtain customers information. We are unable to say how your information was selected, however, once an order is placed, we assume that this is the correct customer information. 
  
  We suggest that you check your credit cards to ensure that you weren't charged. If you were charged, please dispute with your financial institution.
  
  I have sent these orders over to our ********************** to have these orders reviewed.
  
  Thanks for your time. 
  
  Have a great day.
  
  
  ******** D
  Floor Manager
  
  

• Initial Complaint

  Date:05/15/2024

  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 ordered 6 total canvases. 3 separate orders. All are blurry or washed out. In some the people just fade into background. I didnt pay the extra for a professional to review but I shouldnt need to they were professional photos. The photos uploaded were good quality and definitely darker than what I received. Very disappointing.

  Business Response

  Date: 05/17/2024

  Hi ********, 
  
  Thanks for reaching out to us. I am sorry to learn that your prints are not as expected. I am happy to help!
  
  To start addressing your concerns with your print, it would be best if you could send me a photo of the print as it was delivered to you. Id like to get an idea for the issues that youre seeing on your end so that we can determine what happened, and what we need to do to fix it for you.
  
  Take this photo near a well-lit window or outdoors to make sure we see the print clearly and in natural light. Please include photos showing the full front and back of the prints.
  
  As soon as I have those photos, Ill have the art team here review them. They will be able to determine what we can do to help. The review process will take 4 business days, but after that, Ill be back in touch with a clear path forward!
  
  Have a great day.
  
  
  ******************
  Floor Manager