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!

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.

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.

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.

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.

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 was looking for a frame in an unusual color and width and felt fortunate to find it at pictureframes.com. Ordering was easy- and when I wanted to change my charge information, customer service was incredibly helpful. The frame arrived quickly and was just what I was looking for... and I'm a fussy old Architect who's hard to please!

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."

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.

Customer service is non existent. They will charge your credit card but have NO IDEA when your product will ship. Never again.

This used to be a great place for affordable custom framing but now they have turned off their phones, don't respond to emails, and literally ignore their live chats. Saying that you cannot speak to customers due to order or call volume is unacceptable. I have spent thousands with them but will never order from them again. They are losing customers and trashing their own reputation. I have seen them respond to negative reviews saying they will "look into" issues and try to blame staffing but anyone can pick up a phone. Do better, Your customers deserve it.

I bought all my frames thru them with good results in the past, but starting late 2022 there was no customer service and no phone calls answered, something bad has happened there.