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.
I impulsively bought a frame from here and didn't read the reviews. Over $50 for a $#*!ty frame with no backing or way to even secure the picture and the edges of the frame don't even line up.
I ordered 2 frames; They came unassembled... this was not clear when I ordered them. One frame was correct, the other one was wrong. I notified the company about the wrong frame (wrong style, wrong size... not even close) and it took them 3 days to get back to me. I tried calling, but they don't answer their phones. They finally got back to me via email and said they'd make the correct frame and send it ASAP... it's been over a month and I'm still waiting. I have emailed countless times and hear nothing back. I asked what to do with the wrongly delivered frame, and nothing. Ok, do I keep it? Then they sent FedEx by to pick up a package, but didn't bother to tell me this ahead of time and I did not relinquish the package because it was addressed to some random woman. I had no idea they were sending FedEx by. I wrote them about this and, no surprise, heard nothing. I will NEVER order from this company again. I urge any who reads this to NEVER order from them. This is the worst experience I have ever had ordering something online... zero integrity, zero communication, zero honesty. I wish I could give them negative stars; even 1 star seems like too many.
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!
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.
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.
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)
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.
This is the worst company I have ever dealt with! If you want a cheap junk of a frame order here. If you want quality or good customer service look ANY where else. I bought a frame, which comes with no glass, no backing, and you must put it together yourself, it was horrible! The corners would not stay together. I tried to contact them, good luck, can only send e-mail, guess they don't want to hear all the complaint. I had to wait for a responds for a long time. Finally they reached out to ask me to send pictures, really? Then they told me to send it back and I would have to pay return shipping cost myself plus they would charge me a return fee because they could not re-sell it! So I ask them why would I spend my money to send it back so they can just put it in the trash? I can put it in the trash myself. I have not yet received a reply... CONSUMER BEWARE! THIS COMPANY IS TRASH! DO YOURSELF A FAVOR AND GO SOMEWHERE ELSE OR JUST THROW YOU MONEY IN THE TRASH...
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.
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.
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.
Go ELSEWHERE. All I received was a wood frame for the price. Can find a complete frame with backing, hanging harware and glass for the same price elsewhere.
Hello Kelly, this is Aden from Custom Frame Solutions. You mentioned that you bought the frame and that it comes with no glass and backing. This is expressly stated on the product page. Not every customer requires glazing or backing for what they are framing (i.e. Some customers order frames for mirrors or stretched canvas oil paintings). We specify on every product page that if your framing project requires accessories such as glazing or backing, you can add it to your order via the Accessories link in the top menu of our website.
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.
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.
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.
Frame comes I assembled and there are no assembly instructions included. Frame pieces are chipped and poor quality.
No product, no response, money gone... Soooo pissed off. Spread the word so no one else has to lose their hard earned money. Rated one star only because zero is not an option.
No satisfaction on my order. Three out of four ordered arrived broken. Got online promise of replacements but NOTHING come.
NO HELP.
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.
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- 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 Carmen, this is Aden from Custom Frame Solutions. You specified several concerns that I want to address. First, you mentioned that you bought the frame and that it comes with no glass and backing. This is expressly stated on the product page. Not every customer requires glazing or backing for what they are framing (i.e. Some customers order frames for mirrors or stretched canvas oil paintings). We specify on every product page that if your framing project requires accessories such as glazing or backing, you can add it to your order via the Accessories link in the top menu of our website.
Secondly, you mentioned that the frame corners would not stay together. You did order quite large frame but chose a very thin frame style which we advise against on the product page.
As you stated, we did offer a refund upon return of the custom frame, but the product is required to be returned for the refund to occur. This is not out of the ordinary and common in business. The returned frame would not be thrown into the trash. The moulding itself is totally fine and can be cut down to make smaller frames.
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.