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Business Profile

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Canyon Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Canyon Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Canyon Group has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/30/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 purchased a robe on 03/09/25 from their website. The turn time listed in my email confirmation estimated the delivery time be 4/24. I attempted to contact the company using their online customer service form around the beginning of May, but saw that production time was delayed. I waiting until 5/16 where I emailed their customer service email requesting a status update on my order. When I received no response I followed up with another email on 6/5 as well as tried to call the number on their website. The number provided did not give an option to speak to anyone or leave a message. On 6/12 I tried to message them on Instagram since they were posting pictures of their products regularly, but as of today I’ve had no response, no refund, and no product.

      Business Response

      Date: 07/07/2025

      Hello ****

      We apologize on the delay of the production of you robe.  Your robe will be completed and sent to you within the next 2-3 weeks.  As you may be aware we are a small designer robe company that has been in business since 1991.  However, we closed for 4 years due to the pandemic, we relaunched May 2024 and received an overwhelming support.  Each robe is hand made and we preserve the tradition of tufting using vintage machines, with the influx of orders we were more delayed than we anticipated.  We stopped taking orders for a couple of months to catch up with the backlog, we are now getting closer to getting all past orders out.  Your order hasn't been forgotten, we are working diligently to complete your item.

      Again, we apologize for the delay, you will be receiving an email from us with your tracking number as soon as it ships. 

      Kind regards

      Susan

      Management

       

       

      Customer Answer

      Date: 07/10/2025





      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

       

    • Initial Complaint

      Date:05/23/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      All I wanted for my birthday was an embroidered robe from this store I thought since they’ve been in business since the 1980/90’s they were reputable- I was wrong. Was charged and did not receive my robe. When I tried to contact them regarding where my order/package was they have not answered.

      Business Response

      Date: 06/16/2025

      Hello *****, 
      We are sorry about the delay in the production of your robe and are sorry that we missed your birthday.  As you may be aware, all our robes are handmade and are made to order.  We careful craft each robe, we are not fast fashion we are a designer robe company and take pride in each of our robes.  We have begun production of your moon and stars robe and you will receive your robe within the next 14 days.  Again, we apologize for the delay but will be mailing it to you shortly. 

    Canyon Group is NOT a BBB Accredited Business.

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