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.
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 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.
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.
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.
Hello Dee Dee, this is Aden from Custom Frame Solutions. I pulled up your order from 2023. Our records show that you made a claim and we in turn sent out a replacement at no cost to you. It appears that the dimensions you claim we did not cut correctly to was the outside dimensions of the frame, but as we specify on every product page, the dimensions ordered is for the frame content size that the frame is built around which means the outside will always be bigger than the dimensions ordered. It seems you ordered with the expectation that the dimensions ordered would equate to outside frame dimensions and this is not how custom frame sizing and ordering is done unless you make a special request at the time of order
Additionally, after receiving the replacement frame, you opened a chargeback with your credit card. We in turn provided the facts of the case and evidence to the credit card company and they ruled in our favor. Lastly, you never returned the original frame that you reported having an issue with and chose to keep it.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service. We will own up to any errors made and remedy when warranted.
I ordered a custom frame expecting it to arrive assembled with matting and acrylic. The quality of the wood was terrible, scratched and I cut my finger attempting to assemble the frame. After all of this, the acrylic did not fit inside the frame.
Hello G P, this is Aden from Custom Frame Solutions. Unfortunately, I can not pull up your order because you provide only the initials of your name. We do pre-join small size frames at no added cost, but as stated on our website, larger frames are shipped ready to assemble though customer's have the option to pay a small fee to have it shipped joined.
WIth regards to the Acrylic not fitting the frame, this is completely covered in our policies and you are entitled to a replacement at no cost to you. I'm hoping that this was eventually done on your order and the above post from you precedes that resolution.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service. We will own up to any errors made and remedy when warranted.
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.
The frame was confirmed to be lost by UPS. UPS even contacted them stated they could not locate the lost frame. However, this company's customer service blatantly lied to me via email stating that UPS had sent it sent to the correct address. They are dishonest and not a decent company by any means.
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!
Cheap quality frames! They make you pay to return your order. Customer service is not professor and rude! They don't pick up your calls/take long to respond to your emails or don't at all. I had this one guy, one of the representatives argued with me and said my frames broke due to the size (61x42 frames) but it's the quality! Wood is usually strong and not even wood glue held my pieces together that they've sent me. I went as far to try to reach out to the CEO Michael Slowey on Linkedln but he never responded to help. They won't refund you a voucher for the shipping/return.Plus they charge you 30% from the "quality wood/materials" they use on your frame. Otherwise you don't get a full refund. 0/5 stars don't recommend.
Hello, Aden here from Custom Frame Solutions. It's difficult to look up your order to address the concerns you posted because you created a Sitejabber account using your first name as "Anonymous", however I looked up orders with custom frames of size 61" x 42" around the date your review was posted and see that your name is Anika just to confirm with you that I am pulling up the correct order.
You ordered six 61" x 42" frames and complained about the quality and strength of the frames, however, you selected the narrowest frame style we offer (3/4") presumably to keep your cost low, but we specify on the product page of the frame style you ordered " If ordering a dimension greater than 36in, we recommend choosing a frame style wider than One inch". There is no issue with the quality of the frames. What seems to have happened is that you chose a very thin frame style for very large frames that could not support the weight of what you were framing, for which we advised against on the product page.
Your anger with us is misplaced because the choice of frame style was not appropriate or suitable for what you were framing but you decided to blame us for it.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service. We will own up to any errors made and remedy when warranted.
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...
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 I ordered was sloppily manufactured. The corners were drilled poorly causing the frame to chip as I was trying to assemble... rendering it useless. So far, I have sent THREE emails and sent a message via Facebook with no response. When I tried calling them, I was told (via a recording) that I needed to email them. Go figure. Also, their shipping charges are astronomical.
Avoid this company at all cost. I will never buy from them again.
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.
I ordered 2 custom frames from "Custom Frame Solutions ", and received a box of 2 parts of a strange frame. I am embarrassed, as I am an Interior Designer. Just not licensed in the State I am in. Goodbye hundreds. And they come across as a legit site. Good luck trying to reach anyone by phone, or email. I trust my CC company is taking care. Please, do not be tricked! I should know better. I thought I was smarter than I obviously am. Do not waste your precious time and dreams, let alone your money and energy. The holidays are close at hand, do not allow these scammers to stress you out. I have been waiting since the beginning of the year!
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 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!
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 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.
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
Overview
Custom Frame Solutions has a rating of 1.7 stars from 41 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Custom Frame Solutions most frequently mention customer service, good luck and phone number. Custom Frame Solutions ranks 2922nd among Home Shopping sites.
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello Cara, this is Aden from Custom Frame Solutions. I pulled up your order. The email correspondence indicated that the package has a UPS tracking email, but that there was no update on status. We subsequently communicated "We are awaiting a response back from UPS to locate your package. If we do not hear from them in 48h, we will provide a replacement." The order was subsequently delivered.
We apologize for the lack of clarity of what was happening. I understand the frustration of having the package stuck with no update as to it's movement or status.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service. We will own up to any errors made and remedy when warranted.