Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This,Co charged me for something that I did not receive. I can't reach

  

  Business response

  12/16/2024

  Hello,

  We apologize for any potential issues or inconvenience.  Our support team can be reached at any time via ******************************

  This customer's complaint does not have enough detail for us to research or review any issues.

  We require an order number, or email address associated with the order.

  iCanvas strives to provide quality products at an affordable price, and we address any and all customer issues in a prompt manner via our support emails.

  Can we please inquire with this customer for additional information to assist.  

  Thank you,

  ****

  iCanvas Support

  Customer response

  01/24/2025

   
  Complaint: 22685151
  
  I am rejecting this response because: Re; ID ******** iCanvas Drive Thru Gallery As I was told this case was closed. I am asking to reopen it. Aside from a minor marking on the canvas it was p!aced in a frame that looks like tape was placed all over it and than pulled off mating the entire frame. I do want the piece as it was ordered. I have made numerous efforts to rectify this This was billed to *** *****. He has not contacted his CC company.yet. Again, I do want what was ordered & sent to *****************************. ************* Thank you for your time. (Please, feel free to call)
  
  Sincerely,
  
  *** *****

  

  Business response

  01/27/2025

  Hello,

  We are more than happy and willing to rectify the issue with the customer, but have not received the required information to assist.

  We need an order # or email associated with the order.  We do not have a record of a "*** *****" for the any shipments in December.  We need this information to verify the purchase and product.

  ******* can reach out to us with this information on our support line which is ******************************  

  In reviewing our support ticket history, we have no record of "*** *****" contacting us, and only reference to this BBB emails. 

  Please, provide the email associated with the order or an order # to help correct the issue.

  Thank you!

  ****

  iCanvas

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* Horrific packing, Box torn in the front, no contact number, no payment receipt in box, thin piece of plastic? cover the picture which was not sufficient, one hard cover small plastic that was disconnected from the picture , response from canvas that they will contact customer with 2 days which is unprofessional, I have the right to speak with them during normal business hours to discuss my complaint. Either I want ALL MY monies returned or give me a sufficient discount. Send me a return label and a box if I dont receive a discount!

  

  Business response

  08/26/2024

  Hello,

  The customer's shipment was damaged in transit by carrier.  We immediately offered a full replacement, free of charge and no return required.  

  A full refund instead was requested and provided immediately. 

  Initial contact from customer was 8/21/2024 Wednesday ****** CST and first response was sent by 8/21/2024 Wednesday 5:50pm CST.

  Refund was processed 8/22/2024 Thursday 8:34am CST.

  All customer issues were addressed promptly and without pushback from supplier.  Our shipments can at time be damaged by carrier in transit, and we stand by our guarantee to ensure customer receives either replacement or full refund.  We have over 50k positive reviews on TrustPilot from happy customers and are saddened we could not make this customer happy and love the art they received.

  Thank you!

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

  iCanvas

   

• Initial Complaint

  07/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  When i place an order i expect an email confirmation and tracking information, all else is junk emails. I get spam, scam, solicitations, questionaires and cannot stop them. I have recd many emails and i am very upset. I have recd confirmation emails from Novelyn Bractol and ****** (no last name - must be AI - Automatic Idiot) that my email address would be removed from the system and i would get only order confirmations and tracking information. I just recd another email questionaire on HOW GOOD THE COMPANY is. Over the last 3 wks i have been sending these back to support @ ICanvas for them to respond. Due to postal increases i cannot mail a complaint letter. This company does not have a phone number because apparently all the personnel are RBOTS< IT< or AI's. What more can i do except let the BBB assist.

  

  Business response

  07/23/2024

  Hi ******,

  I am truly sorry for the frustration and inconvenience you've experienced with the numerous emails youve received from us. I understand your expectation to receive only order confirmations and tracking information when you place an order, and I deeply regret that this has not been the case.
  
  We have seen your BBB complaint and sincerely apologize that you felt it was necessary to take that step to get this resolved. We are doing everything we can to fix this situation for you.
  
  We sincerely apologize for the recent email request to review a past purchase. To prevent this from happening again, we have added your email address to a 'Do Not Send' list.
  
  Regarding the automated survey requests to rate our customer service team, we regret that our system cannot exclude individual users. However, we have taken steps to add your email to a list that should prevent these surveys from being sent to you in the future.
  
  Additionally, you have been fully unsubscribed from receiving any newsletters and marketing emails from us. If you happen to receive any unwanted emails, please let us know immediately so we can address the issue and ensure your preferences are respected.
  
  We understand how important it is to feel secure and respected by the companies you engage with. Your satisfaction is paramount to us, and we are dedicated to making things right.
  
  Again, I apologize for the inconvenience and thank you for your patience and understanding. 

  
  

  Customer response

  07/30/2024

   
  Complaint: 22020804
  
  I am rejecting this response because: All of this was unnecessary if the email message person had done their job of doing what you describe or if they could not to make sure the approproate manager or AI (Automatic idiot) does the job correctly. The only means to contact this company is via email, therefore, i could not discuss with a live person on a one on one basis. Management needs to educate or train the message takers on how to process requests. If a policy is involved a policy is only a guideline in handling day to day situations not special or unusual situations. If the message taker could not handle then management needs to get involved.

  Thanks for fixing the existing situation. Only time will tell if your actions were actually implemented.
  
  Sincerely,
  
  *******************

  

  Business response

  08/01/2024

  Hi ******, 

  I assure you that we've taken all action necessary to prevent any further surveys, newsletters and ****eting emails from being sent to you. If you happen to receive any unwanted emails, please let us know and **** them as SPAM.

  -******

  Customer response

  08/06/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction April 24 2024 Order #******* 2 Canvas Art pieces Issue: Search ICanvas site for Gray Floral and these 2 pictures came up, when received they are not gray, the flower stems (a large portion of the pictures) are brown. I had to set up to return and take to **** This is their mistake per their website not being clear on colors. I do not believe I should have to take steps to correct and return items. Note: I re-searched again by *********** flowal art and they came up again, wanted to insure I did not make a mistake. Thank you

  

  Business response

  06/10/2024

  Hello,

  We promptly responded to this customer and provided free return labels for the customer to use.

  The image in question has elements of gray within them, but we provided zero push-back to the customer in their wish to return the product.

  The two products were delivered on 5/1/2024 and our records show return labels were provided free of charge, on the same day.  The labels are still unused, as the customer has not dropped the packages off at a ***************************** systems require movement shown against the tracking numbers for return to authorize a full refund, which we fully intend to provide once the products are returned.  

  The customer has not contacted our company again to advise that they refuse to return them, nor has any additional correspondence been had.

  Please remove this suspension from our account.

  Thank you,

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

  Director of Operations

  iCanvas

   

  Customer response

  06/18/2024

  Complaint: 21652521
  
  I am rejecting this response because: My complaint has not been handled, this was false advertising. They advertised this art as gray and responded it has some gray and it does not. I dont believe I should have to send back an item the hassle, when they had false advertising and provided a product that was not what was advertised or what showed in their pictures. Thank you.

  Sincerely,

  *******************;  

  

  Business response

  06/18/2024

  Hello,

  We understand that color can be seen differently from person to person and provide tools to fully visualize the images we sell in depth.  We also provide a 100% LOVE guarantee that allows a customer to return any product free of charge with a pre-paid label.

  Please see below specific links to the images ordered:

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

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

  Both images have elements of gray within them, as well other colors. We provide high-resolution photos with the ability to zoom to allow customers to fully understand what they are purchasing, before purchase.  

  This isn't to say that we will not ensure the customer is happy with their purchase, as we will accept a return and even provide free pre-paid shipping labels for any product received not to their liking.  A full refund will be processed once we see movement on the tracking numbers for the labels provided.

  We were more than happy to offer a return or exchange for the customer, as well do not believe we falsely advertised at all.

  Thank you!

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

  iCanvas

  Customer response

  06/19/2024

   
  Complaint: 21652521
  
  I am rejecting this response because: if you look at the picture from your site and a picture of this artwork in my home, the picture is brown, there is no gray. I can take more pictures if needed at different times of the day and send them.  I did not log into my account when I bought these pieces, and some others.  I did log in and you can see my purchase history, have not had any issues on the art.  I do only buy from Icanvas, currently myself and my sister are pending buying new pieces until can get this settled
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered this print on 7/31/23. The website says their turnaround on custom prints is **** days. I emailed them on 3 separate occasions, beginning 2 weeks after my order was placed, because I had not received a proof only to receive a canned answer that I would get a proof and would need to check my junk folder. I finally received a proof on 9/7/23 and received the print on 9/11/23 only to find it had splotches of white in numerous places, appearing to either have not printed correctly or to have rubbed off during shipping.

  

  Business response

  09/18/2023

  Full refund issued.  (Receipt attached) Customer account disabled due to not contacting customer service for assistance with this issue.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for several canvas prints. Half of the order arrived no issues. The other half of the order is missing with a claimed filed with the courier. This business was no help at all with the issue, and offered a credit for items that are limited edition and aren't even available anymore. Will not issue me a refund for purchase.

  Customer response

  07/22/2023

   
  Complaint: 20282800
  
  I am rejecting this response because: The response has no indication of a resolution and does not resolve my own issue at all.
  
  **************************************************

  

  Business response

  08/09/2023

  We are very sorry for the concern.
   
  Your order was marked as delivered by *** and we offered a replacement or store credit for this issue as per our policy.  When an order is marked as delivered we are unable to issue a refund and can only offer a replacement or store credit.  We understand this was not satisfactory and as a courtesy have now issued a refund to the original payment method for the items marked as delivered by ***.  
   
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered canvases from them and at first, the canvases were good. Then after an order or two, then canvases started coming poor quality with wrinkles in the wrapping or scratches in the wrapping. I went back and asked for a replacement in which they sent.They gave my number to *** to call me - why??? You sent the damaged canvas and now told *** they damaged it and gave my number to harass me!!! This company is unethical and I have emails from them stating they took care of the issue! But yet *** continues to contact me????NO other merchant has *** or anyone call me! They take care of damages and replacements.So what did you crooks do? Blame is on *** and then told them to contact me?If this does not get resolved, I will report you to FTC for violation of my privacy and telling *** to contact me? You must have blamed it on them and now gave my number to them!This is unacceptable!! I have had no issues with any other merchant and they don't give my number to *** to call me?You're the ones creating poor quality canvases I have had to return. I never said they were damaged by shipping!!!!You better call *** and deal with the issue or I have my attorney involved with you and them!You better respond as everything is documented and I have emails from you telling me to dispose of the canvas and to not worry about it?You better call *** as they are being addressed for harassment but you will pay the price on this one!!!This is for order ******* and one of the canvases they sent a replacement out and now all of a sudden claimed it as damage and then put the blame on the shipper *** and they have been contacting me non stop!!!You are unprofessional!!! I will make sure no other customer deals with you!!!I sent you the photos too that you have with the damaged canvas you sent out because your quality is below standard!

  

  Business response

  04/25/2023

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

  Thank you for contacting iCanvas Customer Service.

  If you are receiving this message, it confirms that your email has been received. Most messages will be responded to within 1-2 business days.

  We appreciate your patience and understanding. We promise to get back to you as soon as we can!

  ***************************************************************************************************************************
  For information related to general or frequently asked questions, we encourage you to visit our FAQ at www.icanvas.com/faq.

  ----------------------------------------ORDER STATUS QUESTIONS?--------------------------------------------------

  Our items are made to order and depending on the fulfillment service selected, orders may take 6 business days for printing and assembly. Orders placed with ************** Shipping" will be delivered in 8 business days from the date of the purchase. Each item is individually fulfilled and will ship as they are each completed.

  Tracking details or movement in tracking may take 1-2 full business days before it is reflected on the carrier's website.

  To confirm your fulfillment and delivery windows, we encourage you to refer back to the order confirmation email you should have received at the time of your purchase. If you did not receive an order confirmation email to your inbox, please check your email promotions tab or spam folders.

  Guest orders can check their order status* at *************************************************

  If you have an account*, you will be able to view your order status in the Order History tab. Log into your account ****************************************

  * If your account was created after you checked your order out as a guest, you will lose access to viewing your guest order status.

  ---------------------------------------------ISSUES WITH ORDER?----------------------------------------------------

  Was the item received damaged or defective? Please make certain to include photos of the artwork you received AND the packaging (regardless of its condition)

  Received the wrong item? Please make certain to include a photo of the artwork received AND a photo of the barcode that is found on the back of the canvas or on the plastic liner of the framed print.

  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two canvas pictures. I received them and they didn't work out. I decided to return them. I've tried to contact icanvas three times and they refuse to return my call or answer my email. I want a refund and need them to call me for instructions.

  

  Business response

  03/29/2023

  Hi *****,

   

  We are sorry for the trouble!

   

  According to our records, we only received two emails that are linked to the email address that is associated with your purchase.  Both messages were received on 3.28.2023 at approximately 4p CST.  Since both emails were of similar nature a representative from our team responded to your request on one of the emails.  I have attached a copy of the correspondence for reference.  Please note, we only receive and respond to messages that are sent to ******************* or by using our contact us form that is found on our website.  Our phone lines are only outbound and our team is happy to call upon request.

   

  Based on the correspondence, return labels have been issued and sent to the email address that is associated with your purchase.  Once your returns have been delivered, please allow 3-5 business days for the refund to be processed to the original form of payment.  If you have any additional questions, please contact our team directly at *******************.

   

  Regards,

   

  iCanvas Customer Service

*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. ↩