Disappointed

I am extremely disappointed with my experience with Canvas & More.

I placed an order, but due to an issue with their online ordering system, I was sent a voucher to place the order again. I redid the order exactly as intended, only to receive a product with the incorrect information.

When I contacted customer service, instead of acknowledging that there may have been a system error, they repeatedly insisted that the mistake was mine. Despite explaining that I had submitted the order correctly and even showing that my original order contained the correct wording, they refused to take responsibility.

They did eventually agree to replace the item, but only if I paid for the courier to return the incorrect product. Although I felt this was unfair given that the issue originated from their system, I paid the courier fee because the item was a time-sensitive gift and I needed it urgently.

After all of that, I have now been told that I won’t receive the replacement until later next week, despite making them aware of the urgency from the start. This delay means the gift has missed its intended purpose.

Mistakes can happen, but what disappointed me most was the lack of accountability and the way the situation was handled. Rather than trying to help resolve the issue quickly, I felt blamed for something that was outside of my control and then expected to pay extra to correct it.

I was genuinely excited to support this business because they offer such unique products, but unfortunately the customer service experience has left me very disappointed. I hope they improve how they handle situations where customers are affected by issues with their ordering system.