Custom Frame Solutions

Do not order anything from these people! The workmanship is complete crap, they will not ship your order anywhere near when promised, you can only contact them by email. Good luck getting them to respond, I sent them numerous emails for a month, asking status, no response, asked them to cancel my order and refund my money since they can't communicate... no response until after I finally received it after asking them to cancel my order. They made these mistakes but will expect you to pay the shipping back plus 25% restocking fee on a crap frame that is cut crooked and doesn't fit together.

The frame is pretty. But it is very thin and relatively cheezy. The little corner anchors work great, but the anchors that are supposed to go behind the foam backer and actually hold in the art don't work at all. At all.

We're going to end up paying a frame shop to fix it. Should have gone there to start with.

Damn!

I love this company because of the quality and the selection. I just have a hard time talking to someone and the inventory is tricky.

I had ordered 3 sets of frames and 3 matching accessories.
It took 2 weeks to get a part of my order, but the items inside the package weren't even mine.
Called and sent emails with the photos they requested for the problem but did not hear from them afterwards.
Seriously it will turn out to a really bad joke when you open up the package.
They write your name on the inner packing but the contents are totally different than what you ordered.
Why are they wasting time to write names on the inner packaging while messing up the order?

I have ordered numerous frames from custom frame solutions through the years and have been mostly very satisfied but this Xmas I had ordered a silver frame that was stained and scratched and I tried calling but you do not get a real person so I did what was suggested, send email with pics which i did and here we are 1/23, too months later and have not heard from them. Even their dummy chat thing does not work on site. I am pissed I had to give a damaged frame to my niece for Xmas gift. Low class CFS. Low class.

I sent in my complaint with a picture of the problem. They wanted more pictures after 10 days. I had already taken it apart and put it back in the box to return it. I'm a pretty good wood worker and I have corner braces and tools. I may be able to make it work. I should not have to do this. No one is perfect and people make mistakes. I gave this company a chance to make good on this. They chose not to do this and took my money

Don't order from them!

I placed an order in November of 2020, which I finally received in Late January of 2021. All of the cuts they made had chipped the wood veneer as if they had used a dull blade and looked terrible. I immediately reached out to their customer service both by phone and email, only to learn their phone number no longer worked and to wait three weeks before receiving an email response only after I informed them I would be filing a claim against them if they did not respond. They said they would make the order right. Two months later, I still had no contact from them, nor the replacement frames they had promised. I filed a claim with Paypal, just to be told that I had to return the frames at my cost to maybe get a refund.

Never buy from these low quality, non-communicative liars and cheats.

Recently placed a $200 for frame stock. 3 weeks later I was informed that NONE OF IT was in stock and one of the choices was discontinued and gone. When I asked for updates on the rest of the frame stock, they gleefully refunded my money as if they've gone out of business... DON'T DO IT... I had to learn the hard way that there is no way to reach them by phone and they really don't give a $#*! about customer service...

I ordered a custom frame and it came in pieces. When ordering you do not know this. When you receive it you have to purchase your own glue and put it together. The cost with shipping is outrageous for this very minimal frame. Go to michales or another store. I will never purchase from this company again! I feel ripped off.

Ordered a custom frame October 1st and originally said it would take up to 4 weeks due to Covid. I patiently waited and now it is 2 months and I have been emailing them since their fone lines are down for a response as to where the frame is. They emailed me today to say that the materials are discontinued and to select another option. Why in the world did it take 2 months and an email from me to find this out. Horrible service. Stay away and use someone else! I would rate a 0 but that is not an option.

I have purchased high quality frames from CFS several times with no problems. This time is different. After many emails, I got this response: "The frame style you ordered is CFSYH*******, and we assure you that there are no blue accents in this particular frame design. When taking the pictures, we use professional light to avoid reflection of flash. Due to lighting conditions or a reflection of light during the photography process, the frame does not show completely black (as shown in the picture you provided from the moulding received) Please note that we do not edit our pictures in a way that would affect the color or appearance of the molding. If it turns out that we made a mistake and sent you the wrong frame, we assure you that we have no issue with providing a replacement. However, please note that any replacement we offer will be an exact replica of the moulding you initially received."
So their professional photos do not accurately depict the frame colors, and to correct their error, they will send the exact same wrong frame. I'm struggling to find the logic in this. BEWARE!

I spent $50 and waited 6 weeks, and all I received were 4 pieces of wood that I was supposed to assemble myself. No plexiglass, no backing, no hardware to hang. And the pieces of wood didn't even fit together! I feel like a sucker, which is what I am. The cost to ship back minus the 25% restocking fee doesn't make it worth returning. I wish I had dug deeper on the reviews of this site before ordering.

Ordered three frames. Two came with gaps in the joints. All uneven. Definitely an assembly issues. Customer service told me to go to the craft store and buy filler for about five dollars and fix them myself. I asked for frames to be replaced or refunded and they refused telling me that it was normal to have gaps in the joints. One frame had three perfect tight joints and one big gap and the other had three out of four seams with gaps. They refused to replace or refund my money they do not stand by their products.

I ordered three frames from Custom Frame Solutions and received them in two separate orders. Two of the frames came unassembled and one came already together. The cuts don't line up amazing but they're satisfactory - the frame that came assembled was much better. One piece of glass came broken and I emailed them they responded quickly on a weekend, asked for photos, and overnighted me a new piece. Contrary to other reviews I thought the customer service was good. I got a 45% off coupon, which seems to always be available, and I think the price I paid after 45% off was worth it - not sure I'd be as happy paying full price for what I received. Relative to the price of custom frames at Michael's I think these were a much better value but maybe not quite as nice. I have a hard time justifying going to Michael's and buying a $300 custom frame to frame a $15 print. I would use them again.

Not only was the frame defective but it was not made to my measurements and does not fit the artwork as too wide by a full 2 inches! The frame also does not have cutouts that fit the inserts they provided to ensure assembly. Did not honor guarantee.

Awful company. After receiving a totally messed up order I discovered that they don't answer the phone number listed on their web site and they don't respond to email. I subsequently learned they have an "F" rating from the Better Business Bureau. I'll never do business with them again! AVOID.

If I'd read the negative reviews before ordering, I probably wouldn't have ordered. However, my 2 frames for paintings arrived and were excellent - just what I wanted. Tight corners and packed to perfection! I will be ordering more frames in the near future. So thankful that they proved the negative reviews wrong.

Not sure what all the negativity is about with the other reviews. I had no issues whatsoever and the frames I got were better than I expected at a great price.

If you are looking for unprecedented slow delivery, unreliable contact info, undelivered promises and condescending customer service, this is the company for you.

Long story short, my frame was just sitting in a warehouse for days. I called (had to make approximately five calls to reach anybody) to find the status. I was then offered a cancelation with a 30% cut. I agreed to that and followed through with an email back asking for the cancelation.

A few days later I received an email alert that my frame was delivered. I called back (again had to try five times). The person I spoke with was extremely rude and blamed the incident on UPS. He said there was absolutely nothing he could do for me except allow me to return the frame (I would be responsible for shipping) and reimburse me minus 30%.

It's hard to believe this company is still in business.

Look at the reviews on BBB - I had same experience. Ordered frame online and came unassembled - their response is that it's in the confirmation email (no where that I could readily find)

Frame comes I assembled and there are no assembly instructions included. Frame pieces are chipped and poor quality.

This company deserves NO STARS.
I ordered seven frames from them, and the 3 largest and most expensive cannot be assembled. In other words they are USELESS, GARBAGE. I demanded they send me a shipping label to send them back and credit my card for them.
They said their return policy is I have to pay to send them back and pay a 25% restocking fee.
They demanded I send them pictures which I sent, then they wanted other pictures, then they said I was late telling them although they did not respond for weeks. HORRIBLE COMPANY. DON'T TRY THEM.

This is the worst customer service experience I have ever had. I do not normally complain, but everything--literally everything--that the other reviews have said is exactly 100% true. They're all negative except one (and I don't trust that one at all, calling bull on that one). I should have checked the reviews before dropping over $1000 with this "company." You cannot speak with a human, leave a message, or get a reply to an email. The shipping (listed as 3-5 for most orders) is a joke. They'll print a label with a tracking number and then not drop the package with FedEx or UPS for nearly a week; asking about it gets no response and there is no indication when it will arrive. Deadlines are useless; they say they'll let the "shop know" to do it "as soon as possible," while their website says they'll be glad to have a conversation with you and come to an agreement about deadlines, if needed. And their email communication is either nonexistent or formulaic/boilerplate language. I'm just so furious and I am like the others; I wish there was a zero. This business is extraordinarily bad. Impressively terrible, in fact. I purchased a "membership" that is unrefundable in order to get low prices, but it is 1000% worth paying more to order from somewhere else and get what I need, when I need it. Stupid, stupid, stupid to order from these people. "Liars and cheaters," as someone else said... Definitely, yes.