PictureFrames.comReviews 146

I have been their customer since the 80's. I have tried contacting thru chat, phone, and repeated emails. I have received not answers to my questions on my orders. I have been shorted 5 frames. I have paid for them but have never received them. Very poor service! I'm posting on every website, art organization, and facebooking my displeasure with their current business practices. I'm not sure if it will do anything but it is happening now.

I'm well into the second month of waiting for an order that took but one week for a competing company to fill. Obviously, my future orders will go to the competing company. Graphik Dimensions (parent of pictureframes.com) has been my go-to supplier for frames for 20 years...but no more. They seem to have gone off the cliff as of about September of this year. I've experienced all the worst examples of poor customer service that are reported by others in this thread

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

I have ordered 2-3 large frames over the last 6-7 years from PictureFrames.com. At that time, I found their selection of frames quite satisfactory and their customer service reasonably good. Recently, I placed an order for a large frame, and I discovered that they disabled their phone line, in addition of ignoring e-mails. I waited for 4 weeks to have an update for my order before e-mailing them to let them know that if I do not hear from them within 3 days, I will cancel my order. Few days later I got my refund. I am no longer going to do business with this company.

This used to be a fantastic company. I ordered multiple items from them in 2020 and their customer service and product exceeded expectations. I recently tried to order a custom frame and the website kept giving conflicting information about availability. I tried calling multiple times to see if the item was available, but no one ever answered the phone. I clicked the chat button on their website multiple times but no one ever responded. I emailed and no one ever replied. The oddest part is that I am now being bombarded with ads for pictureframe.com on every website I go to, which means they they are spending a fortune to attract new customers when they can't provide even rudimentary customer service to their existing client base.

I am guessing the reason for this sad turnaround the fact that this used to be a family owned business but was acquired by a private equity firm in 2021. https://thedeadpixelssociety.com/circle-graphics-acquires-wall-art-company-graphik-dimensions/
It looks like the new owners prioritize volume over customer service - which now appears to be non-existent.

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.

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 ordered $2300 worth of frames, plexiglass and backing on Sept. 29,2022. Nothing complicated; frames not pre-assembled, no custom mats. I have not received my order, nor have I received any updates about its's process. They do not answer their phones, per the message that you get when you call them. They do not respond to e-mails, and the chat people are useless. They maintain that they are understaffed and that their new "fulfillment" center is just getting up to speed. Ok. I am about to reach out to the Better Business Bureau to see if I can get some help.

I ordered three metal frames with non-glare plexiglass. Total cost over $900. I got three frames that would not fit around the plexiglass that they cut and shipped me. I called the customer help phone number. I got a recording that told me to send an email. I sent an email describing the problem. I got a automated email response that someone would be in touch within five business days. Ten days later and no response. Think twice about doing business with this company.

We ordered a frame as a gift; the site gave an estimate of 3-5 days to fill the order and 5 days to shift. That was a month ago; two emails and two calls have not evoked a response. Choose an alternate site or local spot.

I have been a customer of Pictureframes.com for at least 10 years (also Grafix dimensions). Always thrilled with their service and frames. I placed an order last month and have been used to receiving a quick turnaround. Not only have I not seen the frame (and my daughter had same problem) but they will not reply to request for more information, when frame will be shipped and they will not refund the no longer needed frame. I have not been able to get any information whatsoever. They are running all kinds of promotions and are not delivering product. I have already gifted the painting and my daughter missed her show. The charge remains on my credit card and I am moving in a few days and will not be able to receive the product should it ever ship. They used to have excellent customer service. Now they have none.

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 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.

I had ordered from this site several years ago without an issue. Ordered from them a few months ago and it's been nothing but a headache. It's almost impossible to reach anyone to check on an order. When I finally reached a person, she told me she would check on it and call me back. She never did. It took over a month to ship the items but finally received them and thought I was done with them. Well, today I received a duplicate of one of the pictures I had framed. Have no idea why and whether or not I have been charged for this one. Once again, cannot reach anyone by phone (been temporarily disconnected according to the website) or live chat. Sent an email with picture but not feeling hopeful. Will never use this business again.

After much difficulty navigating the pictureframes.com website, I placed an order on October 11,2022. I needed a frame as soon as possible, so I noted the anticipated 4-day production time on the website and paid for expedited shipping. Then I received an order confirmation by email that said the production time was 4 - 5 days and worried I was cutting it too close to when I needed the frame. I tried immediately to contact the company to cancel my order but could not reach them by any method. I called several times, but their outgoing message said that they were not answering their phones so they could focus on production. I also emailed the company, but their response said they would get back to me in 3 – 5 business days and that I should call between specific hours, and they'd be delighted to speak to me. I checked and confirmed that I had, indeed, called during the specified timeframe noted in their email when I got the outgoing announcement that they are not taking calls. I finally tried reaching out via their online chat, and after writing a long note to them, I got sent to a page that said, "The requested URL was rejected." Of course, my credit card charge was processed within 24 hours. So I have paid for a frame I no longer need and don't want, plus expedited shipping, but I can't reach customer service to cancel my order.

Even placing the order was an ordeal. First, I couldn't sign up for an account. I entered my email and password, then clicked submit, checked my email for the confirmation email, and clicked on it. Then I'd go to log in, and I would get sent right back to the login screen.

I finally gave up on that and tried to place my order without creating an account. I added the item to my cart, went to the cart, started the check-out process, and logged in. Once I was logged in, a message would pop up saying that my cart was empty. So I'd add the item again, staying logged in (I thought), and the same thing would happen again. Finally, I saw that logging in was optional before placing my order, and I managed to place the order.

I wonder if this company is even in business.

EDITED: The company shipped the frame, and it arrived on 10/17/22. I refused the delivery because we had already made arrangements to get a frame from another source. A company representative emailed me the following day saying that she was sorry for the issues I encountered. She acknowledged that I had refused the package and indicated that I would receive a refund for the full purchase amount, including shipping. So I am adjusting my rating to three stars instead of one. It's too bad that this company is having so many challenges.

Caveat Emptor: Don't purchase anything from this company. They are corrupt.

They immediately cash your payment, and you'll never hear from them again! They don't not answer emails, phone calls, and chat lines.

I contacted BBB, which gave them an A+ rating. Takeaway: Don't trust BBB rating. I means nothing.

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.

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.

Word of advice, do not use this Company. We sent an order 8/17 & followed up at the 6th week mark as the item is custom & this was the processing time. Send 2 e-mails, made 2 phone calls with no response, Two weeks later, we tried again & finally got somebody on the phone who told us that the order did not process {although our card was debited & shows "processing" on their end} & never made it to the printer. That my recourse is to cancel the order & do it again. That they weren't made aware of it until we called.

The associate was not emphatic at all & basically that it is what it is, that they are short-staffed & there's no supervisor I can speak with. And that their software changed & has been having problems. It's almost 8 weeks now & we only learned about this when we called. Customer service {well, there really wasn't any service} was very unhelpful, indifferent to the situation, not solution oriented, poor communication with no skills in handling these situations. Extremely frustrating. Do not use them at all.

Deceptive Business Practices-I ordered 6 frames 2 weeks ago but still…
I ordered 6 frames 2 weeks ago but still have not received any shipping confirmations. The order email states it is taking 2-4 days to process orders and their website states up to 5. Either way, this information is false and misleading. I tried calling yesterday and today and I keep receiving an automated message saying staff is in training to serve me better. I also emailed them but no response. I do see they are responding to these reviews but not customer inquiries. I spent a significant amount on the frames and wish to cancel my order. If I do not receive any valuable response by the EOB today I will be disputing my charges and reporting them to the BBB and the Attorney General where they are located. Staffing issues are not the customer's problem and if they can't meet deadlines they state in their confirmation emails and website then they need to stop accepting orders until they have the appropriate staff. They are knowingly engaging in deceptive business practices and actively avoiding their customers yet are fine with taking their hard earned money.