paintlyshop.com Avis 103

Ordered a BOGOF detailed personalised paint by numbers, cost £41 with free shipping (I didn't mind paying £41 for two as I was doing these as gifts and thought it was reasonable). Their system allowed me to upload 2 images and sent me an email invoice which included the two images and stated BOGOF. Only one image arrived. I contacted them immediately and they had a delayed response but when they did eventually reply they stated that I should have put two into my basket to qualify, taking my total to £82?
I sent proof of the 2 images etc and requested a 50% refund, or thet I would return the image for a full refund, or that they could send me the missing image. They ignored further emails. Poor customer service. I made a PayPal dispute and they were useless ruling in paintly favour as they had not breached their T&Cs?! WTF... AVOID AT ALL COST!

I ordered a BOGO special and entered the code at checkout. Site said code accepted but I only received 1 painting. I contacted the company and they said I should have entered 2 in the quantity. They refuse to send my other picture saying it was my mistake.

Disappointed in service and fulfillment

I ordered from Paintly during a Buy One Get One (BOGO) promotion. The discount applied correctly at checkout and I completed payment expecting two prints. However, only one print was shipped.

I contacted customer service several times asking for the missing second print or a partial refund, since the issue was caused by what appears to be a website or checkout error. Rather than addressing the problem, I received the same scripted response each time, with no real resolution or effort to help.

I am disappointed that Paintly refused to honor the promotion or make this right. If something goes wrong with your order, be prepared for poor customer service and no correction of errors.

Avoid this company

Save your money and spend it anywhere else. This is a borderline scam.

Where do I begin….
This company has messed up my order in every single way. We’re humans and we make mistakes. No big deal as long as we try and make things right. I ordered expedited and secure shipping….neither of those took place.
It took over 3 weeks to recieve my package. When I did receive my package it was shipped in a loose package and was damaged.
Not only that but I ordered the BOGO deal and only recieved one of the images.
Honestly the worst part is that eveytime I reached out to them they dismissed my concerns and claims. Refused to refund, recieve or even discount my purchase. I am now having to fight it through my CC company

So far have not received my order.
The tracking app they suggest does not work.
China :-(

Ordered 2 prints on a BOGO and paid extra for fast shipping only to find out these come from China and take forever. To make it even worse, we only got one print of the two we ordered. What a joke. AVOID

Website says you can get the painting framed or unframed, but doesn't let you choose. Disappointed that mine came unframed. I don't know about the quality of the product. I wish I had seen these reviews before shopping there. Not recommended.

Ordered a BOGO in Jan 2025. Received both. Was happy. So I ordered another BOGO. One was missing. The number on the website does not work. Emails take days for a response. I keep getting told that their "dedicated team is working to resolve this matter". I was even told they can't guarantee complimentary shipping! I paid for shipping with my order. No one has apologized for the mixup or even offered to send the missing canvas or resolve it in any way. Very disappointing. Will not use again.

Mixed review on this company. While I received my order in a reasonable time frame (1-2 weeks), and the quality is actually decent, the colours they used for my image were way off and I'm really disappointed. I've also not had a reply from customer service when I asked to return my order for a refund which is frustrating as it wasn't cheap either!

Ordered in November, still haven't got item and customer service is awful. Just keeps saying they are looking into it and now they say its lost and no refund is available. DO NOT buy from them - scam

I would rate lower. Received the print as a Christmas gift. The paint was dry and had plastic bag pieces in the paint container. I sent in pictures. Now I have been waiting since January 2025, today April 7 2025, they said
Hello,

I am very sorry, but it has been quite a while since you placed the order for this print. As such, we are no longer able to provide assistance, as this falls outside of our timeframe for support.

Thanks,

Best Regards,
Lee
Paintly Support Team

They have no support, ignore customers so they don't have to resolve the problem.
I was ignored since January.
DON'T WASTE YOUR MONEY. STAY FAR AWAY
OK so they comeback again and apologize for the delay on their response. (I'm only trying to get the paint)
Only to get this letter from them
Hello Stephanie,

I understand that you're looking for a replacement paint for your project. I’ve checked our records, and I see that a significant amount of time has passed since your initial order. Due to the length of time that has passed, providing a replacement is outside of our current policy guidelines for order support.

I am truly sorry that I cannot fulfill your request for a replacement paint. Please let me know if you have any other questions or concerns.
So I wrote back
Too much time would NOT have passed if YOUR customer service had acted in a timely matter.
It's OK, I'll post this letter as well on my review. I hope to discourage anyone who is thinking of ordering from you

Ordered 2 products in BOGO promotion. Only got 1 and it was faulty anyways. Customer service acknowledged that I ordered 2 but refuse to send the second, or replace the bad paints in the first one. Its a scam website.

Did not honor their BOGO deal. STAY AWAY

Scam. Sent me two incorrect photo canvas and wouldn’t refund me.

Ordered with the BOGO free offer and they only sent one print. Took months of back and forth and they refused to send the other one. An absolute rip-off and would NEVER recommend this company.

They didn't ship all my products (and the one that was shipped arrived very late), and after months of trying to resolve via customer support (who have been extremely slow), have now been told that their records indicate that everything was shipped correctly so if I want the missing items then I will need to place a new order.

Bought a buy one get one free print and they decided to only send me 1 print and refused to resolve the issue and send me the second.

Avoid!

Worst experience with online shopping so far. I accidentally entered wrong email when submitting order. Immediately, I send an email on their support email address with all necessary information like correct email and order number (screenshot of order no). As a reasonable person, I waited few days. Checked my inbox, promotion and spam but nothing. Send another email to the original one but same thing happened I.e. no response. I have been calling on international number but with no luck.

This is very frustrating as it difficult to check anything about my order because no invoice was send and can’t track order.

This is poor service and I wouldn’t recommend anyone from my experience not even as a last resort.

Hope after reading this review, they might reach out to me and help others.

Non responsive, customer service number never gets answered if you even get a ring (half the time it didn’t even go through) and good luck trying to get an email response. You’ll get a robot saying all concerns must go through their chat, which is itself just a robot. I was not impressed with quality, although this is not an item I purchased for myself. I did not get the item I purchased. This is a Chinese company and all the items are shipped by ‘Yan Wen’. Don’t waste your time- you’ll regret ever dealing with them