Paint by Canvas Reviews 

Niila is an exemplary entrepreneur. The delivery was a little late due to a huge backlog of orders and he emailed to apologise about the delay.

There was no need to apologise but the fact he cared about the customer experience over anything shows his ethics are in the right place.

Would definitely recommend to friends.

Support small businesses

If I could give a negative star review for this business I would. I ordered 2 Custom, 48 color kits on December 4 as Christmas gifts for out of town guest who would be staying in my home. I received a “thanks for the order” email from the owner, Nila, but there wasn’t an order number or receipt. A few days before Christmas I received what I prefer to call the “screw you” email letting me, and many others, know we probably won’t get our order for Christmas and they accept they failed everyone (unless you paid for express shipping), but they promise you will eventually get your order. The email goes on to say that they understand you may never trust them again, but if you do they will give you 35% off of a new order.
I think if they were really sincere, they would have issued a partial refund.

To add insult to injury, they have sent out marketing emails trying to upsell your unfulfilled order by buying sprays and sealers.

What really was the kicker for me is when I looked at their Instagram page and they had a post about all their angry customers but how one of them sent a message saying people shouldn’t get upset about their failure and should instead remember the reason for the season. Personally, I found that a little offensive by trying to make it seem as all the people who have been put in a very disappointing and awkward position by not having the gifts they paid for should feel a sense of shame for not remembering that Christmas isn’t about gifts. I left a comment saying as much on their Instagram and explained those kits were gifts for out of town guest who wouldn’t be able to stay and wait for them as they had to leave for home. I also stated they failed to answer several email inquiries or provide me with an order number. They blocked me. None of their post have comments - no doubt they have been deleted and blocked too.

I wish I had read the reviews better because I would have seen this is something they do every Christmas - take money for orders with a total lack of concern if they ever fulfill their obligation in time. It’s like a money grab.
UPDATE:
My response to owners response:

As the saying goes, “Talk is cheap and actions speak louder than words” - especially when customer reviews show the same thing happened last Christmas 2024. If the owner, Nila, of Paint By Canvas, is genuinely remorseful by this epic failure, the least she could do, (and be more than willing to do), is to compensate me the extra $20-$30 in shipping charges I will incur by having to ship the two kits I ordered from VA to Savannah, GA and Washington, DC now that the recipients have left and gone home and it is now 11pm, 12/28 and I’m still waiting on my purchases that were not even received by the carrier until after 6pm on 12/22 - a full 18 days after I placed my order! 🤯I will be happy to provide dated USPS receipts as proof of the extra expense her business has caused me. That would certainly be a sincere and ethical effort towards making things right rather just telling all the people who have complained “sorry.” 😉 Another reviewer researched this company and found the orders ship from China, which makes Paint By Canvas just a middleman company, and would also explain the extreme delays. Nila says she believes in transparency. With that in mind, perhaps she should tell customers there may be extreme delays on their orders because they are shipping from China. This is also likely the reason they don’t sell on Amazon, because Amazon would not allow this type of thing from their sellers as it would degrade their reputation.

I’ve ordered from other hobby sites before, and none have matched the customer service and speed I’ve had here. Niila has been incredible. I’ve had to reach out a couple of times, and every time it’s been him helping me. After five orders (don’t judge), I actually went and signed up for the loyalty program.

I was so excited to find this for my husband for Christmas! He loved it! My whole family thought it was the coolest gift!
There was a little hiccup in shipping but contacted company, they investigated and they made sure it was addressed! It came in time for Christmas! What a fun gift!

Am so sorry I didn't know this before. The ad's make it sound great...and now we see that is fraud...another Christmas ruined by unscrupulous people. I too will file for rebate and cancel the next 3 orders I had planned....shame on them, shame on me...I will now try not to order on line and blame them for that...disgusted bill

Terrible. 19 days and counting. No order. The vaguest tracking system ever. At least if they gave me tracking via fedex, ups, etc., I would be able to see where it even is! Instead it says absolutely nothing which is beginning to make me wonder if it is even shipped or coming? I guess I will be calling my credit card company after Christmas if Ive been scammed and ripped off.
And 35% off next time as an “apology” doesn't cut it. Like someone said previously, make it right and express ship it to people. There will not be a next time! I never got the first time!

Well, I can’t comment on the item yet because it hasn’t arrived!!!! I purchased it as a Christmas gift, and when I ordered, it stated it would arrive before Christmas. Here it is Christmas Eve, still has not arrived, so I had to run out and purchase a last-minute gift for the recipient. I am not pleased! When I reached out, they noted that I hadn’t selected express shipping so therefore there was nothing they could do. I responded that had it not indicated it would be here in time for Christmas, I would have selected express shipping, even though I did not see that as an option. Totally useless customer service.

Great product and service. I've just received my 3rd painting. Love to spend relaxing time painting these. Had a problem with one dried paint on one of them; got immediated response to make good although shipping took awhile. Friends and family are blown away by the ones I've painted.

***** Beware of this company***** Check out other companies offering similar paint-by-number products. This company will do nothing but frustrate you and test your patience. Excuse after excuse. You’ll likely not get your product as promised. I see they are gaslighting people on Instagram and have now deleted all negative comments from hundreds of disgruntled customers, allowing only positive comments to be posted. I’m still waiting for my Christmas order to arrive and it’s December 23rd. It looks like I am among many who have been duped by this Company. I would encourage everyone to file a dispute with your credit card company to get a full refund. I intend to do this if my order does not arrive by Christmas. We need to hold this greedy, unethical company accountable.

So, I just heard back from Trustpilot and learned that PaintbyCanvas tried to get my review taken down. Fortunately, with no success. Trustpilot decided to publish my review. We can always trust Trustpilot. So typical of this PaintbyCanvas to try and hide any negative reviews.. I also did some digging and found out that everything is manufactured and sent from China. This product is not created in the USA. Customers are at the mercy of China. I also dug up horrible reviews concerning the same delays from at least a year ago, proving that their excuses are just that, excuses. Apparently they use the cheapest way possible to ship from China, causing huge delays. Beware folks!

Update… So it’s several days past Christmas and no delivery or word from this Company. They have also blocked me from their social media accounts. This is what they do if you leave any kind of negative comment. Check out their IG account.. Notice that the post comments are zero yet they appear to have several likes. Especially odd that you don’t see one negative comment yet Trustpilot is filled with disgruntled customers. Test this for yourselves. Write a negative comment and you’ll find yourself blocked. Unethical and hardly transparent. I’ve opened an investigation/ dispute with my credit card company. Next. I’ll be working on filing with the BBB. Look for another update soon.

Important Update***
Good luck locating this company in the USA. They have no store front and the address they list in DE is a paper address only. It’s a business service address. Thousands of companies operating from overseas use this location as their official mailing address, even if their official owners live elsewhere. Shame on Niila for acting like this is an American based business/manufacturer with a proper American business address. This is a company with all goods manufactured and serviced in China. Is Niila living/working in China?
Still waiting for my order. No response from this company, however they still have time to block every negative social media post. Very telling.

Ordered canvas on Dec 1st, still not received & not replied to my email & no notification it will be delayed. Christmas gift for my autistic son as he loves painting and no confidence I will receive it, let alone on time. If there are delays the basic courtesy is to notify your customers patiently waiting on their deliveries? Very disappointing

The canvas and paints are great quality. I'm not exactly a regular painter (not an artist at all), but whenever I want to treat myself, I go with Paint by Canvas.

Even though its a busy time of year, my canvas was received within the estimated time. It's excellent quality and I've just started painting it. Would definitely recommend this company, and am looking forward to making my next purchase.

Ditto on the previous 1 star posters. Isn’t it fascinating that they have time to reply to negative reviews in a timely manner, but not respond to our emails? How many Christmas’s have to be spoiled before you step up and fix the problem? You should be overnighting our gifts and eating the costs. You have time. Make it right.

Do not buy from these people as they will make excuses about deliveries and delays. I ordered my item on the 2nd of December and it still hasn’t arrived.

They have failed their obligations and going through the process of claiming my money back.

Someone special isn’t getting their present this year because of them.

Like many of the other customers I am still waiting on delivery of my item. In summary; poor experience, no communication, me constantly chasing with little indication of when I will receive my item, unanswered emails….it goes on. I ordered my canvas over 20 days ago and it’s highly unlikely it will be here for Christmas. If I had of know this I would have gone with another company!! It’s now too late to order a replacement, I did indicate the urgency of the order but no accountability or apology. They are quick to take your money and once they have it it’s radio silence! I would not recommend this company!!

I felt compelled to edit my review in response to the below reply from the company. I’d like to reiterate at NO POINT was I informed of a delay to my order. To insist that I was is a complete fabrication of events and only further adds to my frustration with this company. They have commented on my review within two hours, yet are unable to answer my emails which are days old!!

Firstly they lied about how long it would take for delivery. Then they lied about where the parcel was. Then they failed to provide any meaningful tracking, and when I asked for tracking so I could decide what I was going to do for Xmas gifts, they simply ignored it. To make it worse, they then send out a mail saying "we messed up" to all of their customers that were not getting their gifts on time!!! All in all, their communication was appalling and their customer service shockingly bad. I would never order from this comany again and I would never recommend them to friends or family.

3 weeks after order and they still have no idea where my parcel is!!!

Like many have said, I am sure the product is good, after all, I did my due diligence and checked Trust Pilot before ordering.

Alas, I do not know for sure, as it is now 4 weeks since I ordered, it’s almost Christmas and it looks like my daughter is not going to get her Christmas present. “Disappointing” just doesn’t come close to describing this situation.

Their stock answers point to a production problem and that shipping isn’t their responsibility. My main issue was why was I only told about this yesterday? If I had been told 2 weeks ago I could have gone to a competitor and got the present I wanted for my daughter through them.

Their tracking website has not said there were any problems either. So they have given me no chance to save this Christmas present.

Further more, it is a bit rich for them to say that special deliveries are working fine. Why is the ‘production problem’ not affecting those? Something doesn’t add up and this just falls short of what you would expect from an online company these days.

Horrible! Broken shipping promises, no responses. Ya can’t cancel when they can’t ship.

Just like all the other numerous complaints. I order a custom picture for a surprise gift, with a guarantee to be here before Christmas. Paint by canvas thanks for nothing. Your solution give me 35% for next purchase. I want you ask yourself this question would you purchase from a company that took your money and did not provide a guarantee that they promised.

The end painting looks amazing and it was really fun to put together and paint!