"and was a little leary about ordering. I think these negative old reviews must be from entitled people. I have ordered 3 times now in the past month. 1 ordr was a customer frame. These guys rock! Perfect delivery, packing that was amazing (with bubble wrap that is unpoppable strong). Highly recommend"
"This company does not honor the policies or "guarantees" stated on their website and their customer service is horrible to boot. Their website states they will meet or even beat the price for any frame they sell if you can link to a store that has a lower price. You are supposed to submit a price match request to them and they "guarantee" they will reply back within 60 minutes maximum during business hours. I send in a request during business hours, then more than an hour passed with no reply. I went to their live chat customer service to ask how much longer it was going to take and why they bother "guaranteeing" something specific if they don't actually plan on doing it. I was connected to a service rep named Donna who was rude and clueless. Donna kept claiming that for the price match to be done, the frame had to be listed as "in stock" on the competitor's site, and she claimed this was stated on Sendaframe's policy page. Their policy page says absolutely nothing about the item needing to be listed as "in stock" - the words "in stock" are not even written anywhere on the whole page! I called the rep out on this and she kept insisting I was wrong, even though their own website is direct proof showing I was right. Rather than being polite and trying to make things right so they could get my business, the rep kept being horribly rude and insisting over and over again that I was wrong. I have never experienced customer service this bad in my life.
All this over a $6 discount. What kind of pathetic company needs to fight with a customer over $6? Kudos to that service rep on not only losing the sale, but making sure I never buy from here at all, and tell everyone else to stay away too."
"I thought these guys were tremendous. I needed a lot of a style for a project And couldn't find enough anywhere. SendAFrame had plenty and gave me free 2day FedEx. They even had the lowest price by a lot. Will definitely be back"
"They canceled by order before Christmas without my knowledge or consent and then told me there was nothing they could do. I spoke to 2 customer service reps and they were both very unprofessional, condescending, and one even hung up on me. TERRIBLE."
"I usually don't write reviews but this company has been extremely helpful. I have purchased about 40 frames over the years. I've only had one small issue and they corrected the problem immediately. I contacted them recently concerning a discontinued frame. Not only did they give suggestions for similar frames but directed me to someone who might have the one I wanted on hand. Who does that? Not many companies will put the customer first over a sale. I have spoken to several employees over the years in different departments and they have always been very kind. I love giving framed old family photos to loved ones for Christmas. It's a great way to share our family history. Thank you SendAFrame"
"This company is trash. I ordered a six pack of frames and I only received one. It’s been weeks! Weeks of me calling and emailing them and nothing. Their “customer service” line will ring until it sends you to a recording and it’ll disconnect. Website ****, you can’t chat with no one and emails are never answered. I will let everyone I know about this company so they can stay away. Very unprofessional and unacceptable behavior. Trash."
"Horrible customer service from rep called Donna. I wanted to exchange a frame that I purchased in the wrong size and they wanted me to pay for shipping there and back to me. That would cost more than the frame itself. They refused to do an exchange for a more expensive frame which I said I would be fine with paying the difference. She used caps to make her point and pretty much accused me of blaming them for ordering the wrong size when all I asked her was how to exchange for a new frame and to get free shipping at least back to me. I won't be buying from them anymore just because of this rep. There are plenty of stores I purchase online from and they have free shipping back to them or shipping back to me if I exchange it for a new item. The least they could offer is discounted shipping. Do yourself a favor, if you are buying picture frames, buy from sixtrees.com. They ship free in the US for any order and their designs are beautiful. Only reason I ordered from this website is because SixTrees was sold on on the frame and sendaframe still had it available. "
“Customer ordered an item they don't want. Nothing wrong with it, just don't want. Item was shipped with completely free shipping to the customer. We gladly accept returns for any reason. Customer does pay shipping of a return, where they have changed their mind. However, there's no "shipping back and forth".
Just return to us. So... we're "horrible" because undeserving customer didn't get what they wanted? We are an A+ member of the Better Business Bureau and reject this review as being dishonest and bullying. We marked this customer on the US Commerce National Listing of blacklisted online customers.”
"I was looking for a specific set of frames that appeared to only exist on Amazon and this company. Amazon was considerably more expensive and had low stock on a couple sizes I needed. Since I had never heard about this company, I searched for reviews. I was a little worried given the range of reviews, but the cost savings was enough to take a chance. I'm so glad I did! My order was shipped promptly and arrived in perfect condition. Each frame was individually wrapped and then layered carefully inside the box. Next time I'm in the market for frames, I'll be back!"
"I am really surprised when I see so many unsatisfied reviews, But my own experience is EXCELLENT.
When you opened the box, from their neat, professional packaging, you can feel how seriously and carefully they were treating their customers. The leather frames I purchased is so beautiful, elegant whit high-end quality, absolute value for money.
I will not hesitate to choose this company again when I need in future.
This is the first time I write a review because my owned experience is excellent. Sent-A-Frome, their stuff is very good and they work hard. "
"Their email stated to reply to the email directly. I learned in the email the order may not arrive on time so I immediately replied to cancel it. They sent it anyway and then made me Pay to return it and pay their expenses to ship it to me (deducted from my refund)."
"Purchased frames that arrived scraped on the sides, still in bubble wrap, and no damage to the exterior shipping boxes. This means someone packed the frames in their damaged state. Send-A-Frame requested photos which I sent right away. Not another word. Even upon follow-up attempts, there was no response at all. I've never dealt with any company who does business this way! When reading the website, it says they do not accept returned merchandise. They have exempted themselves from any liability. They should be made to have this disclaimer on their website FRONT PAGE at the top. We are a large organization on two campuses. Trust and believe that I will get the word out to every dept. in our University and Hospital campus to NOT use this company!! "
"Flip Photo Albums-Super!!"
"A large frame I ordered arrived with damaged glass. (Smaller frames were okay.) I tried contacting Sendaframe tons of times over the course of a month, but their online chat never worked and they only replied once by email, after which they never replied again. If you buy from them, I hope your items come intact and you never have to contact them. If something comes damaged and you purchased with Paypal, I'd recommend opening a ticket on Paypal immediately so you don't have to wait too long to escalate to Paypal for a refund."
"Original order lost by Fedex. Retailer replaced at no charge."
"Make sure that you click on "signature required upon delivery"!!!"
A rep from Send A Frame, StevenBochner1, has responded:
“We are very sorry for your experience. We always strive to improve and take reviews and feedback very seriously.
Our guaranteed price policy (as stated in our website): “Our Pledge: If you find any item in available quantity at a lower shipped price from any authorized on-line retailer of that product, we will absolutely beat that price by at least 5%. Not just match ... BEAT ! “ We use the words “available quantity” instead of “in stock”. The meaning is the same but we understand how it could have been misunderstood. We can only match prices if a real purchase can be made. Very often companies no longer carry a product and don't bother to update the price as they don’t have it in stock.
As a matter of fact, the frame - a discontinued item you were interested in - was listed by us for $12 and the Wal-Mart listing of the same product that they did not have was $6.95. Our Customer Service Representative offered you a courtesy discount on our Live Chat and later our CEO reached out to you by email and offered you a 50% discount - even though it did not meet the criteria for our Guaranteed Best Price Policy.
If there is anything we can do for you, or if you have further questions, please do not hesitate to call us at 1-866-SENDAFRAME, email service@sendaframe.com or use our LIVE CHAT at our website.”