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I had previously ordered from another online framing company and it was a disaster so I was a bit worried ordering here. Worry not! I had close to 30 items and they shipped in less than a week. The shipping was super reasonable since I had some larger size items, including glass, and everything was packaged carefully to perfection. I cannot commend them enough for how great they do with their fulfillment processes. I will be ordering from them every single time moving forward!
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.
I placed a large order on May 23. Per their email and website, they said to allow 4 extra business days for shipping (in addition to the standard 1-3). It has now been 11. I emailed them last week to ask when they would be shipping and got a canned response about covid practices and the UPS guarantee no longer applying. A few things here: 1) That is fine and encouraged if they need to keep your employees safe, however, then set the expectation with the customers it will be longer than 4 additional days prior to them handing over their $$. 2) This order hasn't shipped yet so UPS doesn't even factor in to the situation. 3) With the response, they never answered my question which was when my order would ship. I responded back and pointed this out, again asking WHEN they would ship my order and never got a response. I am at a point of considering contacting my credit card company to dispute the charges since they apparently have no plans to deliver on my order.
Hello Jennifer,
I apologize for the delays in production and communication regarding your order. We absolutely want to do all we can to provide you with an exceptional ordering experience. I have personally looked into your order today and have more information for you that I will send to you here via direct message. Thank you for reaching out to us and for your understanding as we work with our safety considerations in place.
I cancelled my boutique last month and was still charged. I decided to ignore it because I figured I could buy something anyway. This month I never received the boutique email again (also happened last month but I remembered to cancel) and I was charged again! Waited for 20 minutes on chat and no one was ever available. Tried via phone and no one again. This is awful I just want my $80 back and to cancel.
Hello Jennifer,
We are so sorry that this happened. We’ll be sending you a private message now, so we can get this resolved as soon as possible. Thanks!
Best,
Ivy
I was extremely skeptical about this given the reviews but my experience was excellent. I usually don't even leave reviews but I thought they did a great job and it was deserved. I didn't have my coupon code entered properly and I emailed them about it and promptly refunded the 20% discount for me. Additionally, my item was here on time and I paid half of what Land of Nod wanted retail. Awesome - would use again.
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Thanks again for working with us Jennifer. I know that this pandemic season has been a unique challenge for all of us, and to choose us for your framing needs means the world to me, my team, and the entire company. We do strive for exceptional customer care in all that we do, from sustainable sourcing to handcrafting each frame and all the way through our entire process. I again am very sorry that you didn’t leave us with a great experience, but I can assure you we will use your honest feedback to continue to care for our Creative community in the future. Thank you for taking the time to respond.