Custom Frame SolutionsReviews 41

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.

What a mess! I ordered a frame and glass and foam core, to mount a cross stitch project. The glass only partially fit the frame. The foam core didn't fit the frame at all. And the frame was stained the wrong color. I ordered Whiskey Brown, and I got charcoal black. I decided that it would probably be useless to try and return it, when it took so long to get it to begin with. My husband cut the glass and the foam to fit properly, and I started to mount my project. THE STAIN RUBBED OFF ALL OVER MY CROSS STITCH PROJECT! These people should be out of business! I'm so angry and you can't talk to anybody in person... guess I understand why.

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.

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.

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?

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.

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 have ordered from this company in the past and had good luck - well my luck ran out. Ordered a frame - parts of it arrived a month later. I contacted them by email - since of course they have no customer phone service anymore - and did not hear from them. After several emails (not responded to) I finally contacted my credit card company to dispute the purchase. Unfortunately by this time it was too late to file a dispute. I took the frame to my local frame shop, she was able to put the frame together (for a cost) and I finally have a framed painting. I will NEVER order from this company again! Save yourself - go to a local shop!

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.

They steal your money and never provide the purchased frame. They don't answer phone or email. Stay away!

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.

The following is my email to Custom Frame Solutions. I received 1 email saying someone called a "framing expert" would contact me. Nobody has contacted me since. I did receive an email today saying they are launching their Canadian site and wanting me to spread the word. The nerve! To date (3/31/21), this is unresolved and I am probably going to have to buy a frame elsewhere.
(The dark frame is what was ordered and the blonde slats are what we received.)
(Email to the company)
To someone in management,

To say that I am disappointed is an understatement. To say that I am furious is also an understatement. The fact that I cannot reach anyone in person on the phone to discuss this issue has made me even more frustrated and disgruntled. I can be reached at (gave them my phone number).

On February 24th, I ordered a custom frame from the gold line, CFSYH277. I spent $167.00 for the frame during the flash sale. We had picked and purchased the frame specifically for a piece of art we have had painted. My husband and I spent hours choosing that frame. We were excited to finally receive it and hang the art piece. When we received and opened the frame today, we were both SHOCKED to find a plain, blonde frame (photos attached).

I do NOT want this blonde frame. I want the one I ordered specifically, dark wood with Bastille Gold Leaf (photos attached). I do not want to wait as long as before because the painting is already here.

I would like the frame I ordered to be put at the front of the queue and shipped to me right away. I do not believe I should have to pay for the return shipping of the incorrect frame either.
Please send a return label with prepaid shipping that I can print and attach for my local UPS store.

I have ordered from your company previously and had planned on future purchases, but that will now be determined by the outcome of this order being made right, expediently.

Thank you in advance for attending to and correcting this matter.

Sincerely,
M.

I needed a frame in an odd size and found one for a reasonable price here. Ordered it online. Waited. And waited. And waited. And waited. And waited... on and on and on. OVER A MONTH LATER... my order arrived. It was very literally just a wooden rectangle with a rectangular hole. A border. No glass for the face, no backing for the back, no hardware to hang--NOTHING BUT THE EDGE. I don't know how it's supposed to even hold anything! Tried calling their "Customer Service" phone number, but it's been temporarily disconnected, according to the robot voice mail that picked up. VERY VERY VERY DISCOURAGING and I just completely wasted about $40 and 6 weeks of my life. Don't do it.

I would like to give a zero star for very, very poor services! My order was shipped on Dec. 2nd, but I haven't got my order until today, almost 50 days. I sent email to the customer service again and again but no one answers.

They delivered my product 4 months after ordering it. We highly UNresponsive to email communications; there is NO way to get anyone on the phone. They did not deliver the pieces to connect the frames. Said they did, promised to do so at least three times. Never did.

This is a shameless company.

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.