"Received defective items but I have to pay for return shipping label to ship back the defective items. Contacted customer service couple times and they don't ever reply my emails. "

"I had previously ordered from them with no issues and decided to place a $700+ order with them."

"I purchased 2 frames from them"

"On 1/28/15, I ordered 6 frames for a house project. On 2/3/14, arrived perfect and are beautiful, great, inexpensive frames."

"do business with these people"

"What a HORRIBLE site to attempt to use.

For international shipping they make you utilize your own Fedex account. Then they preauthorize the maximum estimated amount for shipping charges on your credit card, just incase you try to skip out on your Fedex bill.

I had a single frame shipped to Canada. I asked for it to be shipped economy, and the company failed to fill the order in a timely manner - so they shipped it via 2-day priority instead, and then expected me to pick up additional tab - of 150$

When I tried to voice my compliant (which you can only do by live chat or email) they did an incredibly effective job at giving me the run-around and deflecting the issue. So I finally broke down and paid the 150$ shipping (for a frame that was only worth 45$).

I then waited very patiently for my pre-authorization to be reversed... and six weeks later nothing....eight weeks later I try the customer service route again.

They have BRUTAL customer service that is rude and impossible to deal with making any complaint almost unresolvable. They asked me to provide proof that the preauthorization had been made so I had to take a screenshot of my online banking account. They then asked to provide proof that I had paid the Fedex bill, which gets paid by automatic withdrawal, so I have not receipts.

Why should I have to provide all this extra information, and jump through all of these hoops just to get my money back?

in short...... if you are ordering from anywhere NEVER USE THIS SERVICE THEY ARE IMPOSSIBLE TO DEAL WITH. But even more so.... NEVER NEVER NEVER order from Canada."

"Knew immediately I didn't want to keep 2 out of 4 picture frames from this company, not worth the excessive price. Returned them in pristene condition after trying to figure out their e-mail/chat system (no phones for this company ~ keeps them hidden from us pesky customers) and waited 30 days for them to refund. (I guess the 14 day grace period for returns doesn't extend to the company, just the customers) They charged 20% "restocking" fee and "outgoing postage", which was $52.60....after I'd spent $37.93 in postage and insurance sending them back to the company. Outrageous RESTOCKING fee....what does it take to put the frame back on a shelf? "

"additional info: received an email this morning (3/12/11) from company owner regarding this matter. He noted that our original review (posted below) did not include the information that chat lasted 52 minutes and that Mrs didn't purchase anything(?).




only way to contact is via chat/email/US mail. my wife was trying to track down a specific photo album and contacted their customer service via online chat. her experience was not positive- see attached copy of their chat session:


Peggy:
are you a Prinz dealer?


Call accepted by operator Donna. Currently in service area: Donna, Peggy.

Donna:
good morning
Donna:
yes - sure
Peggy:
I'm looking for a wedding album that Prinz markets. they gave me ur name as a dealer
Donna:
sure
Donna:
do you have an item #?
Donna:
or - we can do a general search
Peggy:
2003-541
Donna:
checking
Peggy:
4X6 40 (20 page) white satin cover with frame on cover for wallet size photo
Donna:
sorry - i'm not finding it
Donna:
could the # be more than 7 years old?
Peggy:
I just spoke with Pat @ Prinz who gave me item number and advised that they still sell it (to dealers)
Donna:
checking further
Peggy:
would you like the phone # 1/800/232-8360
Donna:
phone #?
Donna:
i'm sorry - i don't see that item # going back 7 years
Donna:
i will pass your inquiry on to our merchandising dept
Peggy:
for Pat @ Prinz who gave us your name as a dealer
Donna:
yes - we believe we have every Prinz item showing on our system going back to 2004
Donna:
and have been selling Prinz since 1995
Donna:
do you have a bar code # by any chance?
Peggy:
are you able to call her and maybe shed some light on this?
Donna:
i'm sorry - i'm not able to
Donna:
but we email Prinz at leat 10 times a day
Donna:
as you don't have an email, please check back on our webstore for that item #
Peggy:
OK- I will call her back and have her call you- do u have an extension #?
Donna:
otherwise, we would email you
Peggy:
have already checked ur webstore. will call her for barcode information. is there anything else I need to ask her?
Donna:
nope -
Peggy:
extension #?
Donna:
but we would gladly do that for you if you have an email address to write to
Donna:
we're here until 9pm EST
Peggy:
sorry, don't use email
Donna:
i totally understand
Peggy:
just spoke with Pat. she provided bar code
Donna:
thank you
Peggy:
086981631204
Donna:
checking
Donna:
that bar code belongs to an album model #2003-041
Peggy:
how do I order?
Donna:
not the # you gave me
Donna:
so it must be wrong
Donna:
it is not 2003-541
Peggy:
go with barcode- how do I order?
Donna:
one moment please - -
Peggy:
any progress?
Donna:
sorry - back
Donna:
you've searched on the correct #?
Peggy:
searched what using what #?
Donna:
you gave me an incorrect #
Donna:
then you came back with a barcode - that didn't match
Donna:
you said "go with the barcode"
Donna:
so you can search our webstore on the barcode
Donna:
or the # that I gave you that goes with that
Peggy:
as I said before, let's use the barcode. have you checked your website?
Donna:
yes - that is how i told you that your # didn't match
Donna:
have YOU checked?
Peggy:
you need to find another line of work. customer service is not what you should be doing. thanks for all your help (I guess)
Donna:
perhaps you understand now why we don't work on the phone
Donna:
total waste of our time giving us a wrong item #
Donna:
and asking us to research for you
Donna:
TOTAL waste of time
Donna:
ridiculous
Peggy:
that was the # Prinz provided. your their dealer, not me
Donna:
and you expected us to be calling around to figure out what you want
Donna:
no - it was not
Donna:
you are mistaken
Donna:
the bar code is a correct #
Donna:
the # you gave me - that i spent about 10 minutes researching - was in your imagination
Peggy:
are you in Carlstadt, NJ?
Donna:
no - i'm in our OH office
Donna:
call here - call me - call prinz
Donna:
a joke


"

"I ordered a frame for Christmas 2009 "

"Everything turned out fine...would shop here again"

"Wow - i have never received faster delivery! Ordered on a Wed night - received friday morning. I even got an email that my box was delivered - walked downstairs - and the box was at the door!!
Order packed v v v well (my kids LOVE to pop all the bubble wrap) and pieces are gorgeous. I will definitely shop at SendAFrame again."

"Sendaframe has always been a convenient and great choice whenever we need frames for work or home. their search feature allows you to really get what you want and their shipping and return procedures are very simple. we have always been happy with what we get from them and if we are not, the return process has always gone smoothly. definitely recommend!"

"DO NOT EVER BUY FROM SEND A FRAME! Their products are inexpensive for a reason. I purchased 4 frames from them. Three of them were ok at best. The fourth frame was horrible. I tried to send it back. They refused the package. I sent it back again. They are in the process of trying to find it. Their customer service sucks. I have never dealt with a company that won't talk to you on the phone. They respond through the live chat service. That person was rude. I suggest that you purchase your frames elsewhere even if they may cost a little more. It is worth it! You get what you pay for."

"I ordered two frames from Send-a-Frame's website. One arrived in perfect condition and ready to hang, but the other arrived without a hanging kit. When they finally sent me a hanging kit and I removed the protective covering from the plexiglass in order to hang the second frame, I realized the plexiglass had been damaged in the process of packing or shipping it. However, since I did not notice the damage within the 14-day window for returns/exchanges/etc. because I was waiting for them to send me a hanging kit, they would not do anything to help me. I finally offered to pay for them to ship me a new piece of plexiglass, but I did not get a reply from the customer service department, which only works through e-mail and not by phone. I sent them several messages, including photos of the damaged item, waited several weeks for replies, and then ended up buying glass from a local framing shop. I will never order anything from Send-a-Frame again."

"Very good selection of frames. Very good prices. Good shipping. However, I just noticed the other reviews and the problems two other have had with customer service. I did not have reason to deal with customer service, so I don't have any feed back on this."