PictureFrames.com

81 days or 11 weeks and 4 days ago, Almost 1/4 of a year ago, I ordered a frame for a picture. They miscut the frame. I have spent hours formulating and sending 10 emails, including MANY MANY pictures of the miscut frame to get the correct frame. The last email from them said they'd send a new frame, notify me when the frame shipped. That was on Oct 31,2023. Still no frame, no notice it shipped. Ridiculous

I've been a customer of pictureframes.com for years. Most of the artwork in my house is framed by them. When it came time to decorate the last room in my house, I turned to them. I ordered three simple wood frames of different colors. All three were horribly produced-none of the corners were 90 degrees. There were sizable gaps where the corners met. They are also using a much lighter and cheaper wood in the same frame type that I've purchased before. Buyer beware. I'm going local, but I'm sad this great company is no more.

There was a 2 month delay in my picture frame order with no update or notification about it from the company. There was also no response to my email for almost two weeks when I asked for an update on my order. There is no way to contact the company via phone. I got no empathy from customer service representative in the online chat. There was no ability to change my order to a frame that they had in stock so that I could expedite it. Terrible experience all around. Will never use again.

Is it possible this company is going out of business? The reviews sound like they are not filling orders for items out of stock, just depleting inventory, No one is answering the phones or responding to customers, and the website is not being maintained. These are all signs of a company going out of business. I was thinking about placing an order but I have been scared off!

Ordered 2 frames from them, one had issues, but they were willing to fix it. In the end I ended up with 2 good frames, which is what I had paid for, so I'm happy. Of course it would be even better if the frames were just 100% from the getgo.

On December 13,2022 I purchased four (4) Matte Black Metal Photo & Art Picture Frames, three (3) with non-glare acrylic and Foamcore backing, and one (1) with UV acrylic and Foamcore backing
To frame four (4) valuable, signed prints by the American folk artist Ralph Fasanella, whose work is in art museum collections.
The problems with my order are:
1. The metal frames are inferior quality separating at the corners and consequently leaving sharp, exposed edges. (I have photo)
2. One large frame is bowed and consequently does not rest flat against the wall. (I have photo)
3. Two prints are rippling in the frames because the acrylic, Foamcore backing. And 12 clips do not fit tight enough in the frame to hold the prints in place.
4. The acrylic, also inferior quality keeps popping out of all four frames creating a significant gap between the acrylic, print, and frame. (I have photo)
In addition, to the damage these problems are causing to the valuable art prints, the framed artwork can no longer be hung – defeating the purpose of making this purchase in the first place.
I will add, that both my husband and I have purchased other metal frames and materials to frame our significant collection of art and have NEVER had a problem before. In fact, we have other prints by Fasanella and other artists that have been in the same frames for more than 30 years.
The fact that there are no verified reviews or place to leave a review on the PictureFrames.Com website screams SCAM.
Although I emailed customer service 3 times sharing my issues in detail, I never received a response.
Consequently, I am sharing my review online to help other people avoid the costly problems I have encountered. I will also be filing a complaint with the Better Business Bureau.

After much difficulty navigating the pictureframes.com website, I placed an order on October 11,2022. I needed a frame as soon as possible, so I noted the anticipated 4-day production time on the website and paid for expedited shipping. Then I received an order confirmation by email that said the production time was 4 - 5 days and worried I was cutting it too close to when I needed the frame. I tried immediately to contact the company to cancel my order but could not reach them by any method. I called several times, but their outgoing message said that they were not answering their phones so they could focus on production. I also emailed the company, but their response said they would get back to me in 3 – 5 business days and that I should call between specific hours, and they'd be delighted to speak to me. I checked and confirmed that I had, indeed, called during the specified timeframe noted in their email when I got the outgoing announcement that they are not taking calls. I finally tried reaching out via their online chat, and after writing a long note to them, I got sent to a page that said, "The requested URL was rejected." Of course, my credit card charge was processed within 24 hours. So I have paid for a frame I no longer need and don't want, plus expedited shipping, but I can't reach customer service to cancel my order.

Even placing the order was an ordeal. First, I couldn't sign up for an account. I entered my email and password, then clicked submit, checked my email for the confirmation email, and clicked on it. Then I'd go to log in, and I would get sent right back to the login screen.

I finally gave up on that and tried to place my order without creating an account. I added the item to my cart, went to the cart, started the check-out process, and logged in. Once I was logged in, a message would pop up saying that my cart was empty. So I'd add the item again, staying logged in (I thought), and the same thing would happen again. Finally, I saw that logging in was optional before placing my order, and I managed to place the order.

I wonder if this company is even in business.

EDITED: The company shipped the frame, and it arrived on 10/17/22. I refused the delivery because we had already made arrangements to get a frame from another source. A company representative emailed me the following day saying that she was sorry for the issues I encountered. She acknowledged that I had refused the package and indicated that I would receive a refund for the full purchase amount, including shipping. So I am adjusting my rating to three stars instead of one. It's too bad that this company is having so many challenges.

I ordered two frames on 8/2/22. The total $361.70 and I only received the less expensive frame. I called customer service to complain and they said they would look into it. That was 2 more weeks ago. Since that time you can not reach a LIVE person. They have $287.11 of my money and you can't reach them. I have also sent them emails at their customer service with no response. I will contact the news media next for some help.

The website is not responsive! It does not work completely. No customer service by phone, email, or chat just gets frustrating. If they could post a sign on their website that tell us when/if their open that would be most helpfull.

I have purchased many frames over several years from PictureFrames.com, always with good results. A few weeks ago, I ordered a "canvas floater" frame that arrived in the wrong size and with large gaps where the frame pieces meet in the corners. Customer service is not accepting any phone calls (!) and my chat message to them has not been returned after several days. Looks like I am out $56. I will NEVER order from this website again. From the reviews I see here, it looks like I am not alone.

I ordered 5 frames in standard sizes. Received a confirmation and then confirmation of shipping a few days later. Two weeks later I received only 1 of the frames. No explanation or message from them. No phone and no one on chat during their hours. Eventually got someone who said the other frames were on backorder and couldn't guarantee when they would come. Unacceptable as i needed them for a show.

Long time customer of 10 years and thousands of dollars. Since late 2022 it's gone belly up. Stay away.

I ordered a Blue frame from this site with 2 backing for an astronomical price of $154.00.
After waiting almost 3 weeks, it arrived totally wrong. I received a white frame with a single white backing. Tried to call them, they say in their massage that they don't answer their phone.
I would never ever order from these people. Highway robbery is the least I can describe them.
Please do not order from this site.

Due to the quick turnaround time stated on their website, I ordered 5 large frames in which I chose 2-day shipping and paid an oversized assembly fee of over $200. It took over a week just for shipment plus two of the frames came damaged. I called customer service to get them replaced and if possible to expedite the order. It took about another two weeks to get my replacement in which that also came destroyed. At this point I was frustrated as it was impacting my business. I called customer service again to have them replaced and asked that they overnight them through a different courier (FedEx or UPS) as XPO Logistics was delivering them in terrible conditions. Not sure if it was XPO mishandling, PictureFrames poor packaging, or both. I was told that they couldn't do FedEx and if they did UPS, the frame had to be unassembled but that it was easy to put together. Because I needed these frames two weeks ago, I agreed with their suggestion. However, because I ended up having to assemble them myself, I asked if I could get a refund for the oversize assembly fee. The customer service rep said that it needed to be reviewed and approved by the manager, Stephanie, and that they would let me know. A week passes by and didn't hear anything back. I called back several times and was given the excuse that the manager, Stephanie, had either left for the day, was out of the office or that she had noted she will call me back by end of day. It's been weeks now and have yet to hear back!

As a small business in home interior design that is growing, looking to build and establish relationships with new vendors, it is quite disappointing. One simple call to just hear out the customer's issue and provide a solution to a problem is not difficult. Had I heard back to address the issue, I probably would have continued to order from them but due to poor business management, their products are not worth it. Not worth the hassle.

This company is incompetent! They messed up my complete order of many frames right before an art show I had and didn't care that they did. They never tried to fix the problem, never called or emailed me with a solution, and didn't give me a full refund, only a partial refund. As you can see by the reviews, I'm not the only one who has had issues with this company. BUY ELSEWHERE!

CARMEN VERDI
Graphite artist

I ordered a custom frame with mat.
It was supposed to arrive within a week. However, It took 2 weeks to arrive.
Plus, the frame was arrived, but there is no custom sized mat in in. I contacted with them by phone, it is always answering machine. Sent emails, but no response. I waited 30 min to connect with someone on chat, asked her to sent the mat. A month later, I received a picture frame without mat again! It is very low quality. There is no backing to hold the back board either.

You can't communicate with anyone. My order should have been shipped by now and I can't find any way to get any tracking information. Their response to my email request for help says that they may respond in 3 to 5 days. There is no chat either. They shouldn't be in business.

Update. My framed picture arrived with no picture. It was simply a do it yourself frame with stickers on the plexiglass and no hardware. The frame was cheap with seamed pieces on 2 sides. 1 good thing: I waited on chat for about 1/2 hour to complain and a nice girl named Linda refunded my $132. …….never again.

I don't believe this is a legit website. Chase filed a claim against the site. I ordered a frame 5 weeks ago. I made several attempts to connect with customer service. I used the message bot on the site, emailed multiple times and this week the phone number has a different voicemail every day of the week as to why they aren't answering the phone: 'at a staff retreat', 'in executive meetings', 'catching up on a backlog of emails' - it's never ending. This site is a red flag that should not be trusted.

My order was messed up…One frame completely missing and received a duplicate order of another frame. They are not taking phone calls so two emails later, and three live chat sessions I am finally told they cannot upload the SKU number for my missing frame. Only through MY efforts would I have found this out. Will never order from this company again AND the frame that I never received is still on their website despite NOT being able to be offered to customers

Severe lack of communication. My order is over a month behind. After emails and calls their only response is we are behind. They do not reach out to their customers if they are having issues with the order. Taking the order but providing zero follow up with issues is poor customer service and general business overall.

My call provided zero feedback. It included "call back if you don't hear from us."

My order was shipped immediately after posting and filing a dispute with my credit card on the charge.

The frames arrived and I am very happy with the final product.

I just wish it had been easier to get a clearer answer from customer service through their site rather than having to go through third parties.

I have placed an order on September 11. I did not receive any updates for 2 weeks and sent an email to support on September 25. I did not receive any response to my support email for a week, then requested cancellation and disputed the charge. My credit card company processed the dispute immediately, but I haven't heard anything from pictureframes almost a month now. They seem to be totally out of business, they can't process orders within a month and they won't reply to your emails for weeks long.

I ordered a frame three weeks ago, paid for it, and received an email that it was shipped 17 days ago. I've yet to receive it. They're not responding to (multiple) emails, not answering their phone, and not responding to a voicemail.

I've spent a lot of money with this company over the past 18 months. This is deeply distressing. Don't trust this company.