PictureFrames.com

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.

I've shopped with them for a couple of years…cut to over a month ago, I ordered 3 frames and haven't received my order! I've spoken to several people and they said they'd " look" into why and get back with me, I even emailed them 3 times! What a mess of a company that used to be well run. Learned my lesson! Buyer beware!

Ordered from them about 8 times over 2 years. Two orders had flaws and were corrected fairly quickly. Last order had a scratch on one side of the aluminum frame. Easy to see. I emailed them to ask for a replacement. They asked for a picture. I sent it. They said "they don't see a mark" I said refund me and cancel the new order. They said they will. It's been 3 weeks and not refund still, after about 6 emails and a run around about having a new credit machine. Customer service is lame!

I originally posted a very negative review on 8/11/20, and received a message from them a few days later indicating how sorry they were that I was disappointed. The message indicated they would look into my issue and do what they could to help, but needed more information from me, which I immediately provided. Two weeks later, no response from them, even after I sent a second message asking when I can anticipate a response. Not only was the original interaction negative, but the second interaction (anticipation of help) was also negative.

Is it possible this company is going out of business? The reviews sound like they are not filling orders for items out of stock, just depleting inventory, No one is answering the phones or responding to customers, and the website is not being maintained. These are all signs of a company going out of business. I was thinking about placing an order but I have been scared off!

Looks like my experience is not unusual. I ordered a frame July 10, order confirmation email said they were shipping within 2-4 days. Still no word from them over three weeks later. I have emailed multiple times with no response. Their live chat doesn't appear active anymore. I have called at least 30 times - almost always get a recording that says phones are temporarily unavailable. The one time I got through to someone, she said that my frame was in stock and she would check on why mine hadn't shipped and get back to me within 48 hours - never heard back. That was over a week ago and I haven't gotten anyone to answer the phone since then. I've bought from this place before with no issues, but guess things have changed a lot from reading comments below.

I bought two unfinished wood frames for 8.5x11 document size as a trial sample. Paid 70$ each to include UV protection plexiglass and acid free backing and a mat. First I placed the order mid may and got them by end of June. Could not get a hold of anyone. After 10th email I finally get a generic response to my first email. Both frames were poorly made. Large Gaps between joints as you can see in pictures. Held together by staples in the back. The Plexiglas glass cut is not clean and professional. Cut was not a perfect rectangle and one corner had to be forced in to the frame. The backing is some cheap foam that looks like someone cut by hand using scissors. I could make a better 45 degree joint with my home tools in the garage.

I posted a bad review with pictures on the site giving 2 stars and next day they deleted both.

Glad I did not order all 14 frames at once.

After I placed my order I received and email saying they could not ship it until I called. So I did. Was informed it was an error.
6 weeks later, still no frame. Called them. Was told because of THEIR DELAY in shipping my frame that my payment had expired. Yet they never tried to contact me to clear this up. Who know how long I would have waited for them to call!
Finally received my frame over three months later and the cheap company didn't even include enough wire to hang my frame horizontally instead of vertically.
Oh, they also didn't tell me there would be additional fees upon delivery
Pathethic!

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

After 1 month of waiting for my correct order, it was first sent to the wrong location. After contacting the company they assured me it would be sent to the right place. One week later I received my package and see the attached picture for what I received. This is not what I ordered. I ordered a picture frame with a customized pictured and received this. I am requesting a full refund and will not be returning to this company again for future use.

I ordered two picture frames from this company. One of the frames was shipped the same day. The company charged my credit card for two frames the same day as well. The other (already paid for) frame has yet to be shipped almost a month later (website indicates 2-4 business days is the norm). Customer service does not respond to emails or provide any information about what's going on.

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 ordered a frame three weeks ago, paid for it, and received an email that it was shipped 17 days ago. I've yet to receive it. They're not responding to (multiple) emails, not answering their phone, and not responding to a voicemail.

I've spent a lot of money with this company over the past 18 months. This is deeply distressing. Don't trust this company.

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 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 ordered, was told 3-5 days. 2 weeks passed with me following up everyday being told "soon" and never any concrete update at all "we don't have an update yet." No one did anything, at the end 2 weeks later I canceled the entire order. I wonder why they have a online shop if they don't sell a product. AVOID. SKIP. GO LOCAL!