PictureFrames.com

Long time customer of 10 years and thousands of dollars. Since late 2022 it's gone belly up. Stay away.

I ordered 3 frames - and, accidentally failed to select the acrylic backing for one of them. I reached out to see if I could get the custom sized backing and acrylic sent (paid) to complete the frame - and, they said "We cannot order that without a frame being ordered"... despite the fact I technically ordered the frame and had received it.

They also sent partially complete hardware - so, now I am waiting for one of the brackets for the frame that I technically can't use without the glass/backing...: D

Apparently I have to order a NEW frame in order to get the backing for the ORIGINAL frame I received. Not sure what kinda' business they are trying to run... but damn, not one I would ever recommend. Support your local framer - as, this was definitely a lesson learned on my part.

SAVE YOURSELF THE PAIN!

The one item I've actually laid hands on was serviceable, but not great. I had to return it because they sent the wrong size. They would only refund the merchandise, not the shipping, which was nearly half the cost.

Ordering is not intuitive. They do not give the customer the opportunity to order the frame in the size they want, instead, asking only for the image size. I KNOW THE SIZE FRAME I NEED! The website is awful.

UPDATE: Thanks so much to Robyn for responding to this review to get my order moving again. I don't know what would happen to it otherwise. I really shouldn't have to to write here to get customer service. I'm giving it 4 stars because I had to go this route instead of being able to get in touch with customer service. Please get the customer service line and chat responsive again. Thank you for your help!

I placed an order on May 24th and still have not heard back. Yet I was charged of course! I can't get ahold of customer service, it goes to VM and none responds to the chat. This is terrible! I understand delays with COVID but this is way beyond their timeframe given this and the lack of responsiveness is unacceptable. If I don't hear back within 48 hours I'm going to dispute the charge with the credit card company. Really disappointing!

I am beyond frustrated with this company. I realized we are in a pandemic but this is absurd! As others say, the customer service is appalling. I own 2 businesses, my husband owns a business and together we run a 4th. Treating my clients how this company has treated me is literally a nightmare of mine. I have called and left messages, I have sent emails, I have left bad reviews in chat (BECAUSE THEY NEVER ANSWERED! AFTER HOURS OF WAITING TO CONNECT!) NOTHING. I have not only missed mother's day but I have missed my mom's birthday as well due to the ridiculous delay on my order. And STILL no reply from them. It has been weeks. WEEKS!

I do not write bad reviews often. I give people the benefit of the doubt but this is beyond excusable for a company wanting to sell things to customers. I will never shop here again and will certainly never recommend them to anyone for framing needs.

I've been dealing with PF.com for years for both frames and giclee prints and have been very satisfied
Quality and timing have always been good and when there was an issue they were quick to respond The print quality was high but that was then.
But lately my prints are coming in like a beginner is printing them. I had to reject the last 2 orders and the reprint was unusable. Now I've lost total confidence in them compounded by the fact this last order I requested a full refund the phone rep was very gracious and helpful and said I'd get a full refund. Instead of a 555.70 refund I received a $55.70 refund. When I call the hours are now limited to 10-12. And 1-3 and when I call during those hours I get either all our customer service people are busy or cut off.
AVOID USING THESE GUYS. I THINK THEY ARE ON THE ROPES. Their advertising budget must have been prepaid because I still see them advertising online
Good luck

Frames are not high-quality when you are paying 100$ per frame. The translucent plastic cover was broken.

I ordered a picture frame expecting it to arrive with all the necessary parts to frame a piece of artwork. The shipping fee amounted to almost 70% of the cost of the frame itself, which seemed ridiculously high, but I foolishly agreed. When it arrived, the "frame" was just 4 metal bars. No glass/acrylic piece, nor a backing. This was not made clear at the point of purchase, and retracing my steps on the website, appears intentionally deceptive. After 3 attempts to contact customer service during the posted business hours via chat, a representative finally signed on the following day and offered me the opportunity to "purchase the additional parts I'd need." When I inquired about returns, the "frame specialist" was unable to help and directed me to a customer service line to continue the runaround. While the phone rep did finally issue a return for the cost of the frame, it didn't cover the exorbitant shipping fee I paid, shipping 4 useless metal bars to my house, only to be shipped back the following day. I can't imagine how expensive shipping would have been if it actually arrived with a glass or acrylic front. The most frustrating part is that I have emailed customer service 3 times over the past month relaying my terrible experience, and they have yet to reply. What a scam!

I went onto the web site to order floating frames for my canvas prints. I filtered by "Canvas Floaters" and selected a few frames to see what might work. Ended up ordering 2 custom frames. Long story short - they arrived and did not fit. As some point during the filtering process, frames that did not fit a 1" thick canvas must have gotten included, which ended up being mine. Having said that, the frames would not have fit even if the channel fit 1". I corresponded online with customer service a few times before the rep told me that the frames I ordered were on clearance and not refundable. This was not noted anywhere on my paperwork and I don't recall seeing it online. The rep just quit responding out of the blue after requesting me to send pictures. I wait a couple days and call. Lady confirms what online rep says and then says she will talk with her manager and call me by noon the next day. Guess what? NO CALL! Big surprise! Now I'm stuck spending $84 with no usable product. Really? NEVER AGAIN! I thought it was odd when I tried calling them and the hold time was sooo long. Now you know why!

I appreciate that customer service got back to me the first time. However, I was forced to place another order because I needed an exact match to a frame I'd previously ordered. Same exact issue with fulfillment. Originally, they cited 10 days to get an order shipped. I placed my order June 13 and finally received it July 9 - nearly a month later. I emailed customer service and they never bothered to respond this time but did ship it the next day after I finally contacted them to ask where my order was. This is obviously a recurring issue with their company.

Also, they charged me $20 for shipping for an un-assembled frame and a frame insert. This is insanely overpriced.

If you are looking for frames, I would highly recommend Fame Destination instead. Their prices are much more reasonable (shipped a solid wood frame larger in size including glass and shipping was $11). On a 24 item order they had it out to me in less than a week. Their packaging was much better as was their service and price. I'll leave them a separate positive review but highly recommend checking with them rather than 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 is an unprofessional company using Covid as an excuse for their non existent work ethic and customer service. I ordered frames a MONTH AGO and their processing time was 8-10 days. I also received an email saying that my order WILL SHIP in 8-10 days. It has been a month, my client is angry and they don't answer my multiple emails and calls. I've been calling for a week and I'm currently on the phone waiting for someone to answer for the last 5 hours. There is no EXCUSE FOR SUCH AN UNPROFESSIONAL BEHAVIOR. I buy everything online. COVID IS IMPACTING EVERYONE BUT NO OTHER COMPANY HAS SUCH LAME EXCUSES AND NON EXISTENT CUSTOMER SERVICE. I'm this close to contacting the FTC and reporting a scam

I have been dealing with this company for a few years now. And aside from the fact that they take for ever. Half my frames are either wrong now or missing. STAY FAR AWAY FROM THIS COMPANY.

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.

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.

The print house for pro photographers is Pictureframes.com - When I used to do weddings, I would print out most of the photos myself and get them framed locally to sell to clients. The problem was the time and effort to get this done was just too much for me. The advantage was being able to control the color process from beginning to end using a calibrated monitor to RIP profiles. Like many other photographers, I heard of pictureframes.com and I have to say I would definitely recommend them. The prices are fair, though I still make more if I do it myself, but I am willing to take a hit financially to save me the time and effort. The quality is almost just as good as if I did them myself and the clients wouldn't appreciate the difference anyways. They have been great at doing reprints at my request as well, though I do volume printing with them so if you just do one single print, I'm not sure I would expect them to print it over and over at your request. Because they do such a large volume of prints, I think they can definitely afford the top of the line printers which generally give better quality.

My order was supposed to ship days ago. After passing the expected ship date, I decided to reach out to customer service. By phone: put on hold for 20+ minutes every time or automated messages saying the team is "in a meeting or training," or that they're "closed," despite calling within their posted business hours. By email: No response, not even an automated acknowledgement that the email was received. By "live chat:" The website lies. There is no live chat, only a message portal that sends your question into the void. By social media DM: no response, and accounts haven't even been updated in months or sometimes years.

Extremely fishy. I tried calling Graphik Dimensions, their supposed parent company, and received the same automated messages. No response via email either. I tried calling Sensaria, their parent company's parent company (?) and was told that they "do not have a contact at PictureFrames.com" and was then forwarded to some other voicemail box for another customer service team? Between the lack of clarity on who owns the company, to the lack of ANY customer service, I'm starting to think this company went out of business or it's a complete scam.

I filed a case with Paypal. This is absurd. I have never written an online review about a company before... so you know it's bad. Do NOT purchase from pictureframes.com.

I have used this company over many years and haven't had any issues. I have been a good customer over the years and referred my own clients to them.

Suddenly now the customer service is absolutely awful and getting a refund on a simple picture frame return is harder than swimming the English Channel solo in the winter.

Five phone calls, an email, two phone messages, and today 17 days after this company recieved back my small frame via UPS tracking, they gave me a partial refund of about 50 per cent. You will not get reimbursed for the original shipping or tax (why are they keeping tax on a returned item that they can sell again?) and you will be charged return shipping. The original shipping was quite high. The return, cheaper at $7.

So on a frame order that cost me a total of $63, I was reimbursed around $30. I complained about this pointing out this didn't seem fair in any one's book and being as I had been a longtime customer referring people to them, perhaps they could rethink this? The upshot?: the supervisor was not interested in keeping me as a customer or my referrals. As someone else said, go to the local framers or use a compnay with more efficient customer service, cheaper shipping in the first place, and a fair return policy.