kimberlym921

Kimberly M.

1
Level 1 Contributor

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Total Points
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4 Reviews by Kimberly

7/24/20
• Updated review

2 days after I posted my review on Sitejabber - my order was finally shipped and I received my frame yesterday. The quality of the frame is fine - no visible gaps/breaking, but like in other reviews- please know they do write the measurements of your custom frame on the back in white (I did not try to see if I could wipe it off - as this particular frame was personal not for client). Robyn F. Did reach out via direct message on this site, which was appreciated - but I had already gotten notice via UPS that my order was on the way.

Direct Your Business Elsewhere
7/19/20
• Previous review

THE BAD
I placed an order with pictureframes.com on June 18th for one frame for a total of $104.09. With the current pandemic, it is understandable to have delays. But this needs to be well communicated to paying customers either up front on the site when ordering, or in subsequent confirmation order follow ups. NOWHERE on the site does it say anything about production delays and no where in the confirmation order email do they mention a delayed production schedule due to COVID. It wasn't until after I placed an order did I find this site as well as others sites revealing customer dissatisfaction. I had other frames that I needed to order so I sent my business elsewhere. For other frames, I used frameiteasy.com for 5 other frames and got my order within 5 business days. I also used FramesUSA for 2 frames and received my order within 3 weeks, but with a note saying there were delays. I also used FrameDestination and received my canvas floater within a week. In addition, I used AmericanFrame - which were totally upfront about delays being 4 weeks but they have been giving updates via email as well as their blog. They also gave the option to cancel the order if wait was not acceptable. This is communication I have appreciated. Please note, I had over 15 frames to order over a month ago and I placed my first of the frame orders with pictureframes.com. Over a month later, and this is the only frame I am still waiting on, as I have received all my other frames from the other vendors within this time.

I have tried to reach out to pictureframes.com via Chat just to get the status but everytime I try - they are offline. Only after sending a note their customer service email on July 8th, inquiring about the status of my order I did get a generic response about a general delay (that did not even state if they started my order). All I want is SOME INDICATION of when I will receive my order.

THE GOOD
While I can't speak to the quality of their frames (as I am still waiting on my order), they do have a large selection of seemingly nice looking frames, and an attractive, easy to navigate website.

RECOMMENDATION
If you can, please direct your business elsewhere. Communication and customer service is lacking. Have been waiting over a month for purchase without any indication of when order is coming. The current pandemic has rendered delays everywhere and that is absolutely understandable. The safety of the workers is of course paramount. But any KNOWN production delays need to be communicated to current and potential customers, FRONT AND CENTER on the their website, and in any screens during checkout so consumers can make an informed decision before going through with high value purchases.

As mentioned frameiteasy.com, FramesUSA, FrameDestination, and AmericanFrame all have gotten my purchases to me in record time or have OVERCOMMUNICATED any delays.

robynf1
Robyn F. – PictureFrames.com Rep

Hello Kimberly,

I sincerely apologize for the frustration your experience with us has caused. We care deeply about our Creative community and I’m so sorry that you haven’t felt that from our communication and ordering process. I want to look into your account myself to see how we can better serve you, so I will send you a direct message to get more information about your order and account. Thanks for your honest feedback and for reaching out to us.

7/19/20

I had a lot of artwork I had to frame during the pandemic and I wasn't sure where to get quality matted frames online that shipped relatively quickly. I ordered two metal frames at first and the site was extremely easy to navigate. I received the frames in a week and the quality was extraordinary. The instructions that came were so easy to follow and the care in the packing was amazing. I had to get additional frames for other artwork, and Frame It Easy was top of the list to do the framing. I ended up getting 2 other metal frames and a wood frame. Again - extremely fast shipping - I received in a week. For hanging, they give you so much extra additional quality hardware to make sure your frames hang just right. Do not hesitate to purchase your frames from here. They are fantastic. Even during these harder pandemic times, they were very communicative and easy to work with.

7/19/20

I've purchased eyeglasses on EyeBuyDirect many times and my experience has always been stellar. The first pair of glasses I bought, the arm fell off just prior to a year of purchase. I emailed customer service, and they were able to replace my glasses no questions asked. I only had to pay the $5.95 delivery charge and it was shipped immediately. I've purchased two other times afterwards and the experience was easy, quality solid, and shipping was fast.

7/19/20

The canvas floater I received from Frame Destination was great. They communicated that there may be a delay due to the current pandemic but there wasn't a delay at all. I received my frame within less than a week. The quality was top notch and the communication was great. I made a mistake while ordering in the system, and only caught it after the fact. I emailed asking if I could change the color, and a customer representative reached out within an hour and quickly remedied my mistake. Very happy with my purchase and customer service.

Kimberly Has Earned 3 Votes

Kimberly M.'s review of PictureFrames.com earned a Very Helpful vote

Kimberly M.'s review of Frame It Easy earned 2 Very Helpful votes

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