"I ordered a couple of frames from pictureframes.com 14 days ago. The first was made and sent the next day. However, the second one was never sent. I emailed the company 6 days after I made my order to ask for a shipping update and they never replied. I also called the customer service phone number provided and I got several prerecorded messages saying they were in a training or I was calling outside of business hours (which I did not). I also tried to use the chat function on their website and never got a response. At this point, I only want a refund for the second frame. I am very disappointed as all my previous experiences with the company were great, but I feel scammed this time and I don't know if I'll ever get my frame or my money back."
"Pictureframes.com failed to deliver the order, and although they promised to reverse the charges on my credit card (A month ago) they have not, nor have they responded to the credit card company's inquiries about the dispute. "
"While not cheap, I think the frame is of excellent quality.
Dealt with an issue in transportation quickly and to my full satisfaction.
Emails were responded to within 1-2 business days."
"The instructions that came with the metal frame kit are horrible. For someone with no framing experience, the setup guide is useless. No support videos or pdfs to be found on their web site. I'm relying on other companies' setup videos to try and figure this out. I called for help and was actually able to speak to someone but his help was not productive. I wasn't sure which side of the non-glare acrylic to put on the backing and his answer was basically "you'll know which side to use when you try it." Very disappointed. Will never buy from them again. "
"I ordered a custom frame, it was large so they charged me $210 oversize shipping fee (on top of the $99 regular shipping fee). The shipment arrived two weeks late, the shipping company was horrible. They called to make sure I was home, gave me a 4 hour window for delivery, never showed up TWICE. The third time they arrived over an hour after the end of the 4 hour window during an important phone call. So I could not inspect the frame before signing the paperwork. When I opened the package, the frame was damaged, not usable. The matt was a simple carboard cutout a child could do. I contacted customer service, sent them photos of the damaged frame, and asked for refund. I never heard back. Any attempts to contact them via the chat function on the website go un answered. STAY AWAY from this company."
"I ordered a custom frame from pictureframes.com on 1-1-21. After about 8 days with no update on order status, I sent them an email requesting the status. Received only a machine-generated response. I then went online and researched them (something I should have done before ordering), and found many, many bad reviews. But, after 10 days, I received an "order shipped" notice and the frame arrived a few days later. It was well-packaged and arrived in good condition.
Even though my experience wasn't terrible, I doubt I'd purchase from them again. Their prices are high (and the shipping rates even more ridiculous). I used a code for discounted shipping (9.99), but the regular rate was $29.99. The quality of the frame is good, but not great. There are better options out there for custom frames."
"I wish I had read the reviews before I placed my order. After waiting 2 weeks I received a completely different frame of what I ordered. I ordered a brushed gold frame and this is what I got. Horrible!!!"
"Frame arrived broken and four emails later, they haven't offered to repair or replace the frame. Customer service even sent an email saying that the frame pins meant to hold the image in the frame were unnecessary and didn't need to be repaired. It's baffling and unprofessional!!!"
"I uploaded my picture and went through all of the steps to get the custom frame. When it arrived, it was just a rectangle frame with no picture, no backing, no glass front. Just a rectangle. What a ripoff. Why would I upload my picture if they weren't going to send it in a frame? I am sending it back and of course even though it cost $19.99 to ship to me, they are charging me over $30.00 to ship it back. What a complete crock. Never will use this company or any other holdings they own again.
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"I both two unfinished wood frames for 8.5x11 document size as a trial sample. Paid 70$ each to include UV protection plexiglass and acid free backing and a mat. First I placed the order mid may and got them by end of June. Could not get a hold of anyone. After 10th email I finally get a generic response to my first email. Both frames were poorly made. Large Gaps between joints as you can see in pictures. Held together by staples in the back. The Plexiglas glass cut is not clean and professional. Cut was not a perfect rectangle and one corner had to be forced in to the frame. The backing is some cheap foam that looks like someone cut by hand using scissors. I could make a better 45 degree joint with my home tools in the garage.
I posted a bad review with pictures on the site giving 2 stars and next day they deleted both.
Glad I did not order all 14 frames at once."
"I placed an order for 2 custom frames on April 24th. On May 11th I had to email customer service to let them know they shipped my the acrylic with a huge slash from a knife down the front of it. It took weeks to get and then it came damaged. It is now June 8th and they still haven’t shipped me my replacement acrylic. They are using Covid as an excuse to take forever and do shotty work. Do not spend your money here."
"Joints poorly fitted. Pattern did not match. But if that wasn’t bad enough they didn’t even bother to touch up the exposed parts. I was told a replacement frame would look the same. What??? Paid exorbitant shipping fee and then told I’d have to pay return shipping for a refund.
Loved their company for what they’re doing for the environment but not if their product is inferior and customer service couldn’t care less. "
"I ordered a frame for on deadline. Paid expedited shipping charges to get it in three to five days. Turns out it processed for three days and took seven days to get the frame. Missed my deadline. Won't buy from them again! I didn't look at their customer reviews so I could go with a better framing company. If a company has a 1-star rating, they're not worth your time and money. Trust me!"
"I ordered a canvas picture frame on 4/18 and was immediately notified that the coupon code i used (using Wikibuy app) was "accidentally distributed" and only available to VIP Resalers. We emailed back and forth, and this company refused to honor the deal. They came back with an offer of 20% off but refused to honor the original 25%. This entire experience was insane. They lost a customer over less than $5 in the big scheme of things! I will NEVER do business with pictureframes.com or any of their sister companies (Graphik Dimensions, Graphik Printworks, or USA Salvage). I am a business owner too, and when i make a mistake - if I misquote a customer - guess what - I make it right by the customer. I am in total disbelief that a company that publicly brags on their "culture" has such unbelievably bad customer service policies. I purchased the frame i needed through a local frame shop, and paid more than I would have through this company, but i'm 100% okay with that. We live in a place and time where the customer has choices - and I'm never going to settle for a company that cares so little about earning my loyalty. I'm disappointed by this experience!"
"I bought 1 $50 frame and paid $75 shipping and then I got an additional email stating they needed $300 extra for shipping. What a disgusting scam. "