PictureFrames.comReviews 146

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

Customer service is appalling. First of all, it takes so many days to get this frame made and ordered. Secondly, I messaged them about it saying I never received a shipping confirmation and their customer serivice team sent me back the most generic email. Thirdly, I tried calling which goes right to voicemail. Thirdly, because the frame took so long to ship - it ended up at an address that I no longer live at because I MOVED. I asked them to change the address - and it still got sent to the wrong place. I am disgusted that this company still exists. Don't give them your business or waste your time framing your precious items. Best to go in person to a framer instead.

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.

I ordered a frame, acrylic, matting and backing in April. After a lengthy wait, and a few emails asking for confirmation of my order, I received the materials. The frame was made well as was the mat and the backing. The frame was a lighter color than I expected and not as it appeared in the photo but it was acceptable. As a photographer, I knew I took my chances ordering online without first seeing the frame itself. However, when I took a look at the acrylic, I was shocked and saw that it appeared to have a razor cut in it. Not acceptable. Loooong story short, I contacted the company ( don't expect to speak to a customer service person) and after another long wait was sent the second damaged acrylic seen in the photos I supplied. When I finally reached customer service, their attitude to my first and the second damaged acrylic (I supplied pictures) was nonchallant. This was a two month process. These materials are for my personal use. If I was completing a client order or orders, this would have been even more of a nightmare. It is shameful quality control. To their credit they eventually did issue me a refund for the acrylic. I am still without acrylic for my image and will seek another, more reliable and engaged supplier for my framing needs.

I ordered for a donor at our organization on June 3. It is now June 26 and I have received nothing from this company to let me know when to expect the frame. I tried to use onsite chat box, however it provided a message saying that the "chat" was not available. As a non-profit, every dollar we spend is important. I can't believe the lack of service with this company. I called them earlier today responding to their request to leave my number so that they could call me back. I did not receive a call and when I tried to contactthem again at 4:40 pm - they appeared to be closed. Truly disappointed in this lack of service.

I ordered 4 frames on 3rd June 2020 from Pictureframes.com. I received no email confirmation of the order, the payment was taken and as of today (26th June) I have not received any communication from them or the goods.
I have sent two emails - messaged them directly from the website. Mysteriously their chat option hasn't worked this week and have been on hold twice trying to get through on the phone - both times for over 45 mins and both time unsuccessful. I understand that business during COVID times may be affected, however some kind of communication would be appreciated.

I ordered three frames exactly a month ago. No response from customer care team through email about progress of the order and no access to live chat or phone representative during the hours they say they are available. No idea what happened to my order and seemingly no ability to get in touch to clarify what happened. Hoping for the frames or a refund! If the company wants to get in touch with me directly my email is *******@gmail.com

Wowwww! I just read all the recent comments. Unacceptable.

I placed an order early morning on June 3rd. The email confirmation stated, "customers may experience a production time of up to 10 business days on orders." Ok, I'm fine with this information coming in an email but delays should also be stated on the website (apologizes if I am wrong on this but I didn't see any). My order is going into the 13 business day with no sort of email update and you can't contact customer service.

I understand we are in crazy times and things are going to be delayed but don't over promise and under delivery! That's a customer service 101 no-no. I rather be told up front that it's going to take X amount of time and then you over delivery.

When will I get my order?!?!?!?

I placed an order for a custom from on their website on 5/30/20 it clearly states 4 day turn around even for custom and your payment gets posted same day of order. They say they will email you as soon as it ships. I emailed on 6/8 to find out status. Got a canned email response saying orders should take up to 10 day. On the 8th I was at 10 days. No email no call. I emailed again on 6/14 to find out status. Same canned response. Said I should be contacted but could take up to 5 days. I called the customer service line finally today expecting to get at least a person to talk to about my order. I was on hold and in que for 30 minutes thinking I was holding for a person. It finally dropped the call to a voice mail. I have since wrote in an email to cancel my order and will be disputing their charge for lack of merchandise or even any information on my order. Terrible. I wouldn't recommend anyone shop here.

You would expect a site made for selling frames to come with the basic necessities for a picture frame. Do not expect to be able to actually hang your picture straight out of the box. I had to MAKE my own backing for the picture to hold and now it sits with no glass. Price and shipping is absurd for not even being what a basic frame should be. There customer service is terrible as well, my order had not been shipped for nearly a month, and when I tried to contact support several times I was constantly redirected. Never being able to inquire about the status of my order.

If you were fortunate enough to research this site before your purchase, take your business else where. They will only do you wrong.

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!

Customer service got in touch with me after I posted my negative review and offered to help. I told them not to bother, as I'd been through this with them and moved on. It didn't end there, however. Robyn went ahead and researched my order and then issued a full refund to my PayPal account. I was not expecting this outcome at all when I posted my review. I honestly thought it was history, so I am very pleased. I applaud Robyn at customer service for following up on this complaint and making it right. Well done!

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 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!

The metal oversize frame I ordered was a very bad quality, not holding the frame and the picture. I called the representative to ask how to properly to assemble and was told that I can find the assembly instructions on company's web site. It was no no help. I finally assembled the frame, but it didn't hold the frame intact. I called again to ask for a refund. I was told I need to ship the frame, mat and fiberglass back. (Never got shipping labels.) I asked to speak with the supervisor and was told that a supervisor is not available and if available, would tell me the same thing. Then, I was told that the supervisor will call me back by end of the day. Never got a call from any supervisor. Then I called back, and I got hang up on. I called my visa card to dispute the charge. Finally, after a month(!) i was able to speak with the Manager, who told me that she will listen to recorded phone calls with previous representatives and get back to me by tomorrow. I got UPS shipping labels just now and was told to pack the fiberglass, mat and ship it back. UPS is charging me over $60 for shipping boxes since these are oversize. Oh, boy... does anyone wants to go through this experience? I don't know what happened with this company: I purchased 3-4 large frames from them before and those were ok. I guess this is my last time working with PictureFrames.com. Very unacceptable customer service. And the bottom line--I can not hang the picture on the wall.

I ordered 3 frames. 1 was assembled but had 3 scratches. The other 2 came in pieces and were missing parts to assemble and had scratches! If I would have known they needed to be assembled, I would not have purchased them in the first place. The website clearly reads: Arrives fully assembled with hanging hardware included. I paid an extra oversized carrier charge, and they still came in small unassembled packaging. They could have so easily put all 3 ASSEMBLED frames in the oversized box the 1 frame came in, and I could overlook the quality. This company lies. I would not recommend.