"Took a week to get through to someone in customer service. I am a reseller/artist. Spoke to the head of customer service. I'll get back to you she said. She never called back. I wouldn't use them if I had to go out of business first. Worst company EVER.
I had used them before and they raised the price 3 1/2 times the original quote.
This did not result in an invoice number. "

"Pictureframes.com is the worst company I have ever done business with. NEVER AGAIN! This was my first and last order. My picture costing several hundred dollars came damaged and was poorly put together. After more than a dozen emails, at least 6 online chats, and around 10 telephone calls, I finally got them to send a replacement. The thing that amazed me the most was the fact they would straight out lie to you and tell you they were going to do something and then you would never hear from them. They didn't answer emails. They don't return calls. Most if the time you can't even get them on the phone and if you leave a message you will never hear back. If you do manage to talk to a representative they will lie to you. I have a Masters in Business and I cannot believe a business with customer service this bad still exist. It is, without a doubt, the worst company I have ever had the displeasure of dealing with. If you choose to do busy with this company you are taking a great risk. The chances are that you will get terrible service and an inferior product. After threatened to come to their actual location and file a civil suit I finally got a replacement. It arrived damaged and the quality was even worse. I had to take wood filler and paint to try to repair the frame and make it usable. These people are not trustworthy and they have no business operating a company. It's horrible!"

"This was my first and last time ordering from pictureframes.com. I normally purchase frames from another online, custom frame service, but pictureframes.com was the only company that had a deep enough frame (1 inch rabbet) so that I could frame a thin canvas. In March 2018, I ordered a "Scratched Gold WX548" frame that was on clearance. It arrived, and I initially had no complaints. The frame is pretty and well constructed. The frame is hanging in a powder room with no window. Therefore, the frame is not exposed to sunlight or high humidity levels from a shower/bathtub. About two months after purchase, I noticed that there was some paint missing from the frame. I figured I nicked it while dusting, and I touched the area up with some gold paint. As time progressed, I noticed gold paint chips on the floor beneath the frame. It is as though the paint is "popping" off the frame. Now, all four sides of the gold frame are covered with blacks dots where the paint has fallen off the frame. It looks like I took a black sharpie and randomly dotted it around the frame. In early October 2018, I contacted the company through their "contact us" online submission form. A week passed with no response. I finally tracked down a direct email for the company (which they make difficult to find by the way), and asked if they would stand behind their product with their "100% Guarantee" of satisfaction. This time I did get Gabriela to respond to me. She asked me to send photos of the damage. I followed her directions, and again, 5 days pass with no reply. Again, I emailed Gabriela asking her for an update. She replied that because the frame was on clearance (and therefore non-returnable), and that I was outside the 45 day return window, the most they could do was offer me a $20 credit toward another purchase. She claimed that $20 was half the price of the frame, and so they were giving me a partial refund. Also, she stated that this $20 was automatically applied to my account, and I would not have to "do anything" for it to be applied to a future purchase. Here is why I am peeved: 1) I approached customer service, admitting that I was outside the 45 day return window, and that I understood clearance items are non-returnable. However, I expected the company to stand by their product which is losing paint on a daily basis in a climate controlled, sunless room; 2) My frame cost $56.47 with $20.95 for shipping. Half of $56.47 is not $20.00 - the exact amount is $28.47; 3) A partial refund of $20.00 will not even cover shipping on a new frame; 4) The $20.00 is not applied to my account in any way. I placed a new frame in my online cart, and I got all the way to entering my credit card information. The $20 is nowhere to be found - not as a coupon, gift card code, etc. At this point, I will have to contact customer service again, and wait two weeks for a response to get this $20 off my new purchase. I am never using this company again. A "100% Satisfaction Guarantee" should cover a defective item even if it the return window has closed."

"Horrible customer service and poor quality products. They don’t bother to properly match the corners for the frames that have a pattern. Most of the rustic frames don’t match at all the pictures they provide on the website.
So we are only left with the pail color frames which you can easily find at a much lower cost elsewhere."

"I ordered 2 metal frames from PictureFrames.Com. I must say the order cam quickly and packaged very well. The assembly was simple. So glad I found this company and I plan to use there services for all my future framing needs.

Sincerely Satisfied,
David Cernance
Miami Beach HomeStay
***-***-****"

"This was my first and last time purchasing experience with this company. I ordered custom and received stock frames...Wrong size and color. Customer care hung up on me..."

"This used to be a pretty good company. I have used it off and on since early 2000's. In the last year or more I have had to ask for replacement frames due to bad craftsmanship and or flaws, chips etc. The last order I had I had to ask for 7 out of 7 frames to be replaced. When the replacement order came I had to have 3 of 7 replaced. The third replacement order they actually sent an extra frame but it was unusable. Mostly these orders had bad construction. Badly mitered corners, chips and flaw in the wood and some scratches and gaps between the seams that didn't even have any filler. These are there gold leafed frames to be used in a gallery setting, so I feel I must look around for a different company. Don't have the time for this type of thing. The customer service is good however and very friendly. "

"Easy online order process. Ordered 2 standard sizes and one custom. Arrived quickly in perfect condition. Exactly as described and to proper dimensions. Very Happy :)"

"I purchased a large wood frame, glazing, mat board and foam core backing. The sale was well over $300 + $75 in shipping charges. I give the product packaged a 5 star rating, excellent. When I received the first order the packing box was in mint condition UPS took excellent care during transit. When I opened the box the frame was damaged in 2 spots during the assembly process. I called pictureframes.com immediately to claim the damage, they said email us pictures and an explanation of the damage and we will send a new frame out to you. I was promised by the person I spoke to that she would personally check the second frame before it ships out. The second frame arrived a week later also damaged from the assembly process (was not checked before packaging as I was promised). I called pictureframes.com immediately to claim the damage of the second frame again and was promised it would ship out immediately so I would have it before the weekend. The package did not ship in time and I received it 8 days later. I received the Third frame also damaged in 2 spots from the assembly process I called and was told that the 4th frame will ship on Wednesday and I would receive it by Friday. I called on Thursday because I did not receive a tracking number and was told that it shipped on Wednesday. I asked for the tracking number and when I checked the tracking it said that the label was created on Thursday, so I called back and said I was lied to the package did not ship yet. I said I need the order by Friday next day. I asked to speak to the owner, and for the owner's name and phone number. I was told the owner is out of town. I said give me the owner's phone number then. She said I will put you through to the owner. Instead she put me through to a supervisor who had a voice mail to leave a message. I left a message with a detailed explanation and did not get a call back till 5 minutes before pictureframes.com was closing for the day to avoid having to ship the order out overnight. I received the order the next week. The wait times on some of those calls was in excess of 15 minutes. The 4th frame order was received in the condition it should have been received the first time. It took over 1 month to get the order right. Horrible all around from A to Z. There are many companies out on the internet that are working hard to deliver their products right the first time, pictureframes.com is not one of them."

"One out of three frames went together well. One of the sides of the frames measured 13 11/14 and the other side measured 13 9/14. Didn’t go together right. Also non glare acrylic wasn’t cut evenly. Probably would stay away from ordering. "

"I just received my 1st picturesframes.com order and absolutely would NOT recommend buying from them. The floating canvas walnut frame arrived in a well-packed carton. The frame was carefully wrapped in bubble wrap. When I removed the bubble wrap there were 2 large scratches in the wood and 2 corners of the frame were unattached. I wish there was a way to attach photos. Clearly, the damage was done prior to wrapping and shipping. I have no idea how anyone who took pride in their job would even consider wrapping and shipping this frame to a customer. The total for this frame was just under $100 and I most certainly was not expecting to receive a damaged frame."

"Terrible! Do not buy from this company. I ordered a frame that they said would be sturdy enough to hold a picture on masonite. It broke immediately when I tried to hang it. I have tried twice to contact their customer service by email and have received no response. "

"Very unhappy with the quality, cheap material and bad assembly, at the corner they didn't match the cut and there is visible space. $ 86 for a thin small size colored frame, I won't be a returning customer"

"I ordered some frames based upon the provider of the artwork giving me correct dimensions. The artwork came in off a half inch and in their small print they said that could be the case. Anyway, pictureframes.com took back the frames that were misordered only charging me for shipping and we reordered those and some additional frames. Well, one came in and it was banged up on the corner from an obvious shipping problem. Well, their customer care specialist Michelle without even pictures ordered me another one and because I was having them professionally hung in a couple of days did an overnight delivery for me. I cannot tell you how impressed I am with this company. It gets 5 bright stars from me. Plus their pricing was fantastic and the frame quality is superb. Major Accolades from this customer!!!!"

"I spent $360 to have an illustration mounted with their online service. Somehow, they managed to frame it off-centered. I spoke with Derek their customer service and he asked me to send him a photo of the problem and I did immediately. I called them a few more times and also contacted them several times via emails. They gave me this "we will get back to you" routine and never responded. However, I have been getting a daily advertising from them. It is clear that they care so much about the money customers give them but not the services they provide in return. I am very disappointed by their unfortunate craftsmanship and a criminal level of customer service. I used them because of great reviews here and elsewhere. Now I suspect that all these reviews are "paid" reviews. I am willing to pay premium for a professional service but their service is not worth a penny."