LETTER TO PICTURE FRAMES.COM
I sent an email to you an hour ago and in the interim I've checked all of my orders with you. To summarize my previous email: 1- I've ordered thousands of dollars of frames from you within the past month and paid for all of them. 2- I have not received even one picture frame from you. 3- YOUR DELIVERY DATES MEAN NOTHING AT ALL. 4- It is impossible to trace a shipment from you, even though you provide a shipping track number, and UPS has confirmed that the reason why your tracking number shows up with a message that no information is available about the shipment is because you provided a tracking number BUT NOT ONE OF THE PACKAGES HAVE ACTUALLY SHIPPED. ZERO SHIPMENTS and UPS said that this is normal procedure for your company. [see: Your Shipment #******* for Order #*******] 5- It is impossible to have a "live chat" with you, even though it is at the top of your website. If I click on it and enter a message to chat with your customer service, it lets me enter the message and I send it, but then discover that YOU DO NOT HAVE ANY LIVE CHAT AT ALL. NONE. 6- THEN I got an email from you that said you would "try to contact me within five days." 7- What the $#*! does that mean? 8- It is impossible to call you on the phone because you provide a message that you are not accepting ANY phone calls. I've tried many times and always get the same stupid message. 9- The fact is that YOU DO NOT HAVE ANY PHONE SERVICE AT ALL, NONE, NO PHONE CALLS EVEN THOUGH I TRIED REPEATEDLY OVER A LONG TIME. YOU DO NOT HAVE A CUSTOMER PHONE NUMBER, AND YOU DO NOT HAVE LIVE CHAT EITHER. 10- I have tried to accept your SCAM DISCOUNTS i. E. "FLATFALL" FOR FLAT RATE $10. SHIPPING, (and your fake Black Friday discount for $10 shipping.) I even received the same offer and tried on 3 or 4 recent orders and your order page will not accept the code. 11- I have had firm plans to order even more thousands of dollars of frames, over a long time in the future (today for instance) but I WILL NOT ORDER ANY MORE IF I CAN'T TALK WITH YOU, CAN CHAT WITH YOU, CAN'T TRACE YOUR FAKE SHIPPING NUMBERS, CAN'T USE YOUR OFFERED DISCOUNTS WHEN I HAVE ORDERED AND HAVE ONLY BEEN TOLD THAT "SOMEONE WILL 'TRY TO CONTACT ME WITHIN FIVE DAYS. Your website, methods, fraud and evasion of contact of any kind, ARE ALL CLEAR EVIDENCE OF FRAUD ACCORDING TO MY ATTORNEY. SO IT APPEARS THAT YOU'RE IN THE BUSINESS OF STEALING MONEY FROM INNOCENT BUYERS AS A CRIMINAL ENTERPRISE. NO OTHER CONCLUSION CAN BE REACHED. MY EXPERIENCE AS EXPLAINED HEREIN IS EXACTLY THE SAME AS LITERALLY ALL OF YOUR REVIEWS ON GOOGLE, THOUSANDS OF THEM ALL WITH THE SAME EXPERIENCE I'M HAVING. SEE 1,124 REVIEWS, EVERY ONE COMPLAINS OF FRAUD, 1,124 BUYERS: pictureframes.com Reviews | 1,124 Reviews of Pictureframes.com | ResellerRatings
YOU ARE NOT A BUSINESS, YOU ARE A CRIMINAL ENTERPRISE, AS EVIDENCED BY ALL OF THE CUSTOMERS WHO HAVE LAWYERS TRYING TO GET THEIR MONEY BACK, AFTER HAVING RECEIVED NONE OF THE PRODUCTS THEY ORDERED AND PAID FOR. IF YOU HAVE ANY DETAILED ANSWER TO EACH OF THESE IRREGULARITIES I WILL LOOK FORWARD TO A PERSONAL, IMMEDIATE, PHONE CALL.

MY ORDER FOR REFERENCE: Pictureframes.com - Fine Art Quality at Wholesale Prices - Masterpieces Happen Here
All Frames | Print Services | Canvas Floaters | Black Frames | Sale
Hi Ross Anderson,

Thank you for placing your order with us at pictureframes.com. For all orders except eGift Cards, we will email you a tracking number once your order has shipped. [THIS IS A LIE, THEY MAY EVENTUALLY PROVIDE A TRACKING NUMBER BUT THEY NEVER SHIP THE PRODUCTS.

Your Order #*******
Placed on Oct 22,2022, 12:42:11 PM

Payment Method
Credit Card
Credit Card Type Visa
Credit Card Number xxxx-5234
Shipping Method
Shipping Method - Standard Shipping (3-5 business days)

NOTE: We do not accept returns or exchanges on clearance items.

Image Items Qty Price
Ornate Satin Gold Picture Frame
Ornate Satin Gold Picture Frame

SKU: GT2_pkg

Approximate Outside Size: 26 1/4" x 38 1/4"
Approximate Opening Size: 20" x 32"
Frame: GT2( 20" x 32")
1 $173.06
Ornate Warm Gold Wood Picture Frame
Ornate Warm Gold Wood Picture Frame

SKU: 5ETL

Approximate Outside Size: 30.5" x 42.5"
Frame: 5ETL2436( 24" x 36")
2 $296.84
Ornate Black Rust Picture Frame
Ornate Black Rust Picture Frame

SKU: OLC4_pkg

Approximate Outside Size: 25 1/8" x 37 1/8"
Approximate Opening Size: 24" x 36"
Frame: OLC4( 24" x 36")
1 $111.09
Vintage Copper Etched Wood Picture Frame
Vintage Copper Etched Wood Picture Frame

SKU: VN4_pkg

Approximate Outside Size: 29 5/8" x 41 5/8"
Approximate Opening Size: 24" x 36"
Frame: VN4( 24" x 36")
2 $222.18
Museum Gold Wood Picture Frame
Museum Gold Wood Picture Frame

SKU: 2ETL

Approximate Outside Size: 30.5" x 42.5"
Frame: 2ETL2436( 24" x 36")
1 $148.42
Vintage Copper Etched Wood Picture Frame
Vintage Copper Etched Wood Picture Frame

SKU: VN4_pkg

Approximate Outside Size: 25 5/8" x 37 5/8"
Approximate Opening Size: 20" x 32"
Frame: VN4( 20" x 32")
1 $100.17
Vintage Copper Etched Wood Picture Frame
Vintage Copper Etched Wood Picture Frame

SKU: VN4_pkg

Approximate Outside Size: 25 5/8" x 45 5/8"
Approximate Opening Size: 20" x 40"
Frame: VN4( 20" x 40")
1 $118.08
Subtotal $1,169.84
Oversized Carrier Fee
Includes additional shipping carrier surcharge.

$181.50
Discount (WELCOME22) -$233.97
Tax $67.85
Shipping & Handling $216.42
Grand Total $1, 401.64Pictureframes.com

Your Order #*******
Placed on Sept 22,2022, 12:42:11 PM

Billing Info

Shipping Info

Payment Method
Credit Card
Credit Card Type
Credit Card Number
Shipping Method
Shipping Method - Standard Shipping (3-5 business days)

Image Items Qty Price
Ornate Satin Gold Picture Frame
Ornate Satin Gold Picture Frame

SKU: GT2_pkg

Approximate Outside Size: 26 1/4" x 38 1/4"
Approximate Opening Size: 20" x 32"
Frame: GT2( 20" x 32")
1 $173.06
Ornate Warm Gold Wood Picture Frame
Ornate Warm Gold Wood Picture Frame

SKU: 5ETL

Approximate Outside Size: 30.5" x 42.5"
Frame: 5ETL2436( 24" x 36")
2 $296.84
Ornate Black Rust Picture Frame
Ornate Black Rust Picture Frame

SKU: OLC4_pkg

Approximate Outside Size: 25 1/8" x 37 1/8"
Approximate Opening Size: 24" x 36"
Frame: OLC4( 24" x 36")
1 $111.09
Vintage Copper Etched Wood Picture Frame
Vintage Copper Etched Wood Picture Frame

SKU: VN4_pkg

Approximate Outside Size: 29 5/8" x 41 5/8"
Approximate Opening Size: 24" x 36"
Frame: VN4( 24" x 36")
2 $222.18
Museum Gold Wood Picture Frame
Museum Gold Wood Picture Frame

SKU: 2ETL

Approximate Outside Size: 30.5" x 42.5"
Frame: 2ETL2436( 24" x 36")
1 $148.42
Vintage Copper Etched Wood Picture Frame
Vintage Copper Etched Wood Picture Frame

SKU: VN4_pkg

Approximate Outside Size: 25 5/8" x 37 5/8"
Approximate Opening Size: 20" x 32"
Frame: VN4( 20" x 32")
1 $100.17
Vintage Copper Etched Wood Picture Frame
Vintage Copper Etched Wood Picture Frame

SKU: VN4_pkg

Approximate Outside Size: 25 5/8" x 45 5/8"
Approximate Opening Size: 20" x 40"
Frame: VN4( 20" x 40")
1 $118.08
Subtotal $1,169.84
Oversized Carrier Fee
Includes additional shipping carrier surcharge.

$181.50
Discount (WELCOME22) -$233.97
Tax $67.85
Shipping & Handling $216.42
Grand Total $1,401.64

(Timeline of communications below)

My first purchase with this company went smoothly and I was pleased with the frame I bought from them. It took longer than I would have liked, but I wasn't in any rush so it was more annoying than anything else. My problems started when I ordered the second frame from them. The online ordering process was super glitchy and I admit I didn't pay close attention to the actual dimensions in the order - even though I clearly entered the dimensions I needed and checked that several times before placing the order. What I ended up getting was completely wrong and so I decided to return it. I spent a half hour on the phone with the rep, going over the dimensions of my print and the overall size of the frame, along with detailed measurements of the inner dimensions of the mat. Shipped that frame back to the company. Second frame arrived, and once again, they sent me something that was completely wrong - and this time the mat was not even the color I ordered. I called right away and the rep instructed me to "take pictures" of everything and email my refund request to customer service, which I did immediately. I was also instructed to "throw away" the frame, as they would not accept any returns. I did as instructed, then checked back a week or so later on the status of the refund - and was told THEN that I DID have to return the original frame in order for them to "consider" a refund. I sent the frame back to them, and then checked again on the status of the refund. As of this writing, no refund and only vague assurances that it is being "processed" and the return frame was being "inspected". I have sent a complaint to the Better Business Bureau. But - no - I wouldn't recommend this company to anyone.

Original order placed 3/26/2022; when order arrived it was completely wrong dimensions - both inner and outer.
Talked to rep 4/7/22 - spent almost a half hour on the phone reviewing my requirements for correct dimensions, went over measurements with rep on the phone; assurances made that correct dimensions recieved and ordered; was issued a ups return label
Returned original frame on 4/13/22 - frame received by company 4/19/22
Second frame received by me 4/29/22 - dimensions wrong again, and in addition mat was the wrong color; called and talked to a phone rep and was instructed to "take photos" and email them to customer service - was also advised to discard frame, as they would not accept a return
5/3/22 - followed up on status of refund, was informed that I WAS REQUIRED to return the frame - was issued a ups return label; second frame shipped via ups on 5/11/22; frame received by company 5/17/22
As of May 23 - package confirmed received, that it is "processing" and being "inspected"; no information about when or if they will issue a refund. As of May 29, no issue of refund.

I ordered my frames 23rd of June. An entire month goes by without any communication on the status of the order. I tried contacting them several times: chat was always offline, emails went unreplied, calls never connected to an agent - just endless hold.

23rd of July I emailed them telling them cancel my order immediately. I told them in no uncertain terms I did not want the frames anymore and would be initiating a chargeback through my bank if no refund was issued. I did this mainly after finding this site and seeing that even after customers did receive their long awaited orders, the craftsmanship was horrible and never what was ordered.

Fast forward, 21st of August I call and FINALLY talk to someone. I asked him for status on refund. He says he'll reach out to finance team (why finance?) and get an update, says he'll call and email.

Now it's 25th of August, I'm waiting on hold as I type this. This is my 2nd call today, first call I was on hold for an hour and it dumped me to voicemail. Now I've been on hold for 30 minutes and counting. Since 21st Aug I never received a callback, no email. Still don't have my money back and no frames.

For the record, in full disclosure, I DID receive a call from UPS Freight in July (after I emailed saying I wanted a refund, WOW what a coincidence) saying they had a delivery for frames. I refused the shipment though because of the aforementioned reviews here. As of today, 25th August, I'm STILL getting calls from UPS Freight trying to deliver this - bear in mind, I explicitly told them I didn't want the frames 3 weeks ago and told them the reason: the item was not delivered in the time promised, the delivery was also attempted only after I requested a refund.

This company is terrible. DO NOT DO BUSINESS WITH THEM.

Also: I notice they seem to be monitoring these reviews and offer responses to all of them promising to help. It's been 2 entire months. How long does it take to get this right? Imagine if I had requested they send me the frames first and then I take 2 months to pay them? Now I have to chase them around after they have my money. Why did I even pay you if I have to do all this work? You should be paying me at this point, but all I want is my money back jfc

I initially ordered several samples from them and paid for the corner ones. I should have learned with that experience that took close to one month with not being able to reach anyone by email, chat or phone and if it wasn't for a voicemail I left saying I would write a negative review on the BBB, I would have probably not received a call back or the samples I purchased, which ended up arriving about one month later and full of dust. But I was stupid enough to like one of the frames and decided to place an order with them anyways. I placed the order for two very large frames on June 11, paid their ridiculously high oversize charge and managed to chat with an agent to get an idea of the timeframe. She said they had extended now to 16 business days. It has now been more than this and I have not received any communication from them and my order is still listed as received when their website says they would be communicating when it goes into production. I just chatted with an agent who kept me on hold for a while and just told me that my order was in production and would be shipped by UPS freight. I asked for a timeframe and she said she couldn't give me an idea. What on earth is this? This really seems like a scam and is totally unacceptable. I need my frames and can't be waiting for weeks and weeks for them to get their act together. They have charged my card and are deceiving their customers. This is extremely disappointing! The following day after posting my original review, my order finally shipped, but than another nightmare began with UPS Freight which has not ended. They called to schedule the delivery of my frames so according to them an appointment is needed, which means waiting the entire day for the truck to show up, but not only that, the truck driver called when he arrived at 6:30pm and said I needed to go and retrieve my 35 lbs. package from the truck, this after paying close to $250 in oversize shipping charges! In any case, after being handed the wrong package to carry back two flights of stairs to my apartment, I had to wait for 30 minutes until the truck driver confirmed he didn't have my package. I have spent hours on the phone trying to reach UPS Freight on the phone number provided by the driver and have been unable to do so. I had to contact their main number and they've been sending messages to the local office to contact me urgently, which they haven't. I finally got ahold of someone today after a supervisor had to intervene and she was unwilling to see that my package got loaded for delivery today even though the truck doesn't leave until 3 hours later. We needed those frames for a wedding gift this weekend. We have waited 5 weeks for them and we no longer need them. This has caused terrible stress and frustration with PictureFrames.com and UPS Freight and we are now requesting a full refund as they failed us completely.