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: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.

  On February 23 my wife and I purchased and ordered a customized canvas wall art for our living room. We paid *****. We have called and emailed their office in ******** over 6 times because the design department keeps changing the design we requested. We have asked to talk to a manager but they have refused to call us back. We keep getting different staff people emailing us or talking to us but it is now 3 weeks since we ordered the wall art and I don't know if they will ever get it right. Please help!

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

  Customer Answer

  Date: 03/16/2023

   
  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: 03/24/2023

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

• Initial Complaint

  Date:01/02/2023

  Type:Product 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.

  A refund I purchased an item on 12/09/22 from Tailored Canvases & on 12/14 I got an email saying item was delivered & left at mailbox, where it should of been let on the porch,after contacting the merchant by email several times to inform them I haven't received my item, they were gonna escalate this to production ****** instructed to call back, I called Tailored Canvases back on Jan 2,2023 to check the status & the gentleman stated that they came to a resolution & will issue another canvas but I had too Pay for shipping if I wanted a replacement & as I stated to the rep I shouldn't have to pay anything, as they already received my payment, I requested in prior emails to Tailored Canvases I would want a refund since I was supposed to have this item before Christmas.

  Business Response

  Date: 01/13/2023

  Hello *****,
  
  My name is *********************, I'm one of the Customer Support Managers here at **********************.
  I would like to apologize for the untimely response you have received from our Customer Support Team.
  We pride ourselves on 100% Customer Satisfaction and Timely Responses & clearly you were deprived of that service.
  I'm here to help you with your concern.
  
  I went ahead and reviewed what happened to your order and here is what I found.
  The order was placed on December 4, 2022, at 10:03 am and there were no other requests to edit the shipping address. It is listed here as ************************************************************* 18017 
  I also see that it has been delivered but as per your confirmation, it is not found anywhere within the vicinity of your house.
  We have already filed a claim with *** for this missing package on your behalf.
  
  I understand that this was supposed to be a gift for someone during the holidays & I'm thinking that they might still appreciate receiving this design, although a bit late since this design is one of our best sellers.
  If you agree to that, I can move forward and take care of the replacement for you without any extra cost.
  As recompense for the experience you've had with us, I would like to offer a complimentary 20x10 canvas to you with your desired design. I will be personally assisting you until its delivery if you choose to move forward with this as well.
  
  I'd be happy to give you a quick call to discuss this over the phone, just let me know the best time for it.
  
  I appreciate your patience over this matter & I'm looking forward to having your concern resolve as soon as possible.
  
  Sincerely,
  
  *********************
  TailoredCanvases.com

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18670912
  
  I am rejecting this response because:As I stated to the rude customer service representative when he refused to replace the item without me paying out of pocket for the shipping cost that I shouldn't  be charged  for, he then stated "Well when you decide to pay the shipping fee we can assist you" That's when I took my business elsewhere & requested  a full refund & that's the only thing I am willing to accept  from Tailored Canvases. Feel free too contact  me at ************ 

  Sincerely 

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

  Business Response

  Date: 01/24/2023

  Hello *****,
  
  Thank you for your reply.
  I have proceeded to check on the rep who had answered your call.
  Although I understand that from the rep's perspective he was only following the protocol, I do agree that the conversation could have been handled much better than what had transpired.
  He is already sanctioned for a retraining program to improve his customer service skills and should hopefully do much better in the future.
  I will be sharing this issue with upper management in our next team meeting as well.
  
  I have already processed your refund of $93.49 and an automated email notification is sent to your email ********************.
  Some refunds may take 3-5 banking days depending on the issuing bank. You may forward this email to them to inquire about the refund.
  
  I'd hate to leave you unsatisfied with the service you have received.
  If there is anything I can do to make you happy, I'd like to get your honest opinion and I am here to help.
  I'm sorry if I am putting you on the spot but there is no pressure to reply back.
  Just let me know whenever you are ready.
  
  Again, thank you for bringing this to our attention and I am hoping that I can work with you in the near future.
  
  Sincerely,
  *********************
  Manager, Customer Support
  **********************
  
  

  Customer Answer

  Date: 01/27/2023

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

• 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 *** discovered not yet shipped out, but sent via ground and a delivery date of 12/28. Immediately called and spoke to A young lady ( ******* maybe) 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 *********,

   

  My name is *********************, I'm part of the ********************** here in Tailored Canvases.
  *************** to your complaint regarding Order #******.
  
  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 *** have 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 *** keep it and use it however you see **************** hoping that we agree to this resolution and that you withdraw this BBB complaint and any other negative review you *** have left us.
  Please send me any confirmation that this complaint has been withdrawn & send it to ****************************** with the subject line: ATTN: ********************* so 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 ******************************.
  
  Looking forward to your response.
  
  Kind Regards,
  
  *********************
  Supervisor, **********************
  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,
  
  ***********************************

  Business Response

  Date: 01/22/2023

  Hello *********,
  
  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,
  
  *********************
  Supervisor, Fulfillment Department
  Tailored Canvases
  tailoredcanvases.com

• 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 
  
  
  

• Initial Complaint

  Date:07/01/2022

  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.

  I had tried to place an order for a custom canvas in April of 2022. I was told i would recieve a Email confirmation on the custom artwork within a week. I never recieved a Email and called Tailored Canvases, They could not find any order in my nameor Credit card info. They assured me there was NO order. I placed the same order and recived a Confirmation on the artwork within 3 days. Great i thought, I saw on my credit card statment that i was charged 4/4/22 and 4/19/22 by Tailored Canvases. I called and was assured again that they can only find one order, I asked if there is only one order, How and why was i charged twice? I have sent them copies of my C.C. statement clearly showing two charges and they refuse to refund my hard earned money. This has been going on far to long. Please look into this.

  Business Response

  Date: 07/08/2022

  Hello ******,
  
  My name is **** and I'm part of the Billing Team here at Tailored Canvases.
  Thank you for bringing this to our attention. We see to it that all of your issues are handled promptly and in a fair manner.
  
  After careful review of your account, I can see that you have 1 order [TC#******] 
  I can also verify that you have only been charged a total of $48.00 for the abovementioned order.
  This charge was done last April 19, 2022, at 12:35 pm US-PST.
  No other charges were found nor are associated with your given email address.
  
  I've also reviewed our past communications with you and almost all of our staff have answered this same concern that you have raised here.
  We have offered to look more into our system provided that you can give us the order number for the supposed charge that supposedly took place last April 14, 2022, as you claim
  
  As a next step, I would suggest that you contact your bank and have this explained by them since they are the ones in authority who can take a 
  further look into your card charges. We will be waiting for the bank's advisement in case there are other steps to take.
  
  Looking forward to having your issue/concern resolved.
  
  Best,
  ************
  Billing, Tailored Canvases

  Customer Answer

  Date: 07/08/2022

   
  Complaint: 17509135
  
  I am rejecting this response because: My credit card statement ****** shows a charge on 5/14/22 from tailored canvases and one on 5/19/22. Yet they can not find any order on 5/14/22. All I an asking is they refund 

  My $51.00 from the 5/14/22 charge
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/14/2022

  This message originally read on 7/8/2022
  Hello ******,
  
  My name is **** and I'm part of the Billing Team here at Tailored Canvases.
  Hello ******,
  
  **** here again. Thank you for bringing this to our attention.
  
  As per my last message to you, I am ready to help but I will need more information to verify that transaction since it no charge shows up on our system.
  
  After careful review of your account, I can see that you have 1 order [TC#******] associated with your att email
  I can also verify that you have only been charged a total of $48.00 for the abovementioned order.
  This charge was done last April 19, 2022, at 12:35 pm US-PST.
  No other charges were found nor are associated with your given email address.
  
  I've also reviewed our past communications with you and almost all of our staff have answered this same concern that you have raised here.
  We have offered to look more into our system provided that you can give us the order number for the supposed charge that supposedly took place last April 14, 2022, as you claim
  
  PLEASE RE-READ:
  As a next step, I would suggest that you contact your bank and have this explained by them since they are the ones in authority, who can take a 
  further look into your card charges. We will be waiting for the bank's advisement in case there are other steps to take.
  
  Regards,
  *********************
  
  Looking forward to having your issue/concern resolved.
  
  Best,
  ************
  Billing, Tailored Canvases

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17509135
  
  I am rejecting this response because: I have sent the copies of my credit card statements clearly showing that there are indeed 2 charges placed by Tailored canvases yet you keep saying there is only ONE order. If that is truely the case, HOW was i charged twice by your company ? Simply answer that question for me please.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/24/2022

  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.

  After going back and forth via email I approved the proof on 06/11. On 6/19 I asked for an update no response On 6/21 my order has been shipped. Everyday after I have asked for tracking or refund. Its like an automated message. A manager will get back to you. I stressed this was for my wifes birthday. I still get the same response a manager will contact you. I have emails requesting refund due to no response or tracking number.