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Carolina G.

  • 2 Reviews
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Experience: Home & Garden, Beauty, Art & Design

Member since July 2020

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2 Reviews by Carolina


This was my first time shopping from them and I made the big mistake of purchasing a couple of expensive trousers from their final sale and purchased one size up from the regular size I wear knowing that designer brands tend to run small. Boy, when the items arrived. I realized that these were at least two sizes smaller than other brands. I would sure they would be understanding and allow me to exchange these for a larger size or for a different item like other stores have for first-time customers (exchange or even refund me), but they basically said no, so I'm stuck with an expense of $300+ that I can't even wear. Very sad and I will certainly never look at this brand again due to this very poor customer service experience!


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.

Robyn F. – PictureFrames.com Rep

Hello Carolina,

I am very sorry for the frustration regarding your order. We always strive for the highest quality of care for all our Creative community, and I will do all I can to help you resolve your needs and improve your experience. I’d like to personally look into your order, and I need some more information to do that. Please check for a direct message to you here to help me further investigate your experience. Thanks for reaching out and for your candid response.

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