Not as Ordered...
"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..."
Not acceptable merchandise
"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. "
Very Happy :)
"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 :)"
Horrible Product Damaged Condition Delivery and Staff False Promises and Lies
"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."
Great shopping but some of the sides weren’t same size
"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."
Not a good company
"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."
"My frame set arrived yesterday and it is perfect, well made and exact to the piece to be framed.My thanks to the careful lady who helped me measure it out over the phone and got it right. Glad I called as I would have screwed it up on my own.They do a wonderful job. I have ordered 8 or 9 frames over the years.Well packed and rapidly shipped."
"Loved the frames - they were perfect for my paintings. They looked even better when I got them than in the online simulation."
" This is my 2nd order with them. Both times I've ordered 20"x24" frames for various paintings. After figuring out how to navigate them website to pick & order its a fairly east task. The choices you are offered are various and amazing. The finished product has to be among the best anywhere,beautiful.Shipping is fast and well packed. My only complaint would the double shipping costs, 1st for oversize shipping and 2nd by zip code. Partial free shipping is available at times. "
"They keep cheap frames on the site after they sell out, then try to get you to pick a different frame and charge you more for the upgrade. They claim its not bait and switch, but they take their time removing the cheaper, out of stock "web specials". I have been buying frames from this company for 25 years, and was appalled that I had to talk to 3 different people to get a like kind frame comped as a 'one time courtesy'. They picked it for me and its the wrong color. By that time, I ordered from a different vendor. What a waste of time."
"One of the frames was not of the quality I normally get from them, so that was disappointing."
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