PictureFrames.com

Word of advice, do not use this Company. We sent an order 8/17 & followed up at the 6th week mark as the item is custom & this was the processing time. Send 2 e-mails, made 2 phone calls with no response, Two weeks later, we tried again & finally got somebody on the phone who told us that the order did not process {although our card was debited & shows "processing" on their end} & never made it to the printer. That my recourse is to cancel the order & do it again. That they weren't made aware of it until we called.

The associate was not emphatic at all & basically that it is what it is, that they are short-staffed & there's no supervisor I can speak with. And that their software changed & has been having problems. It's almost 8 weeks now & we only learned about this when we called. Customer service {well, there really wasn't any service} was very unhelpful, indifferent to the situation, not solution oriented, poor communication with no skills in handling these situations. Extremely frustrating. Do not use them at all.

I have bought almost 100 frames from PictureFrames.com over the last 15 years. I always ordered the frames to be unassembled to avoid the expensive oversize carrier charge. Since the website does not allow that option, I always had to call to place my orders. When I called today to order 2 new frames, I was told that PictureFrames.com no longer sells its frames unassembled. WHY NOT? MAKES NO SENSE TO ME! UNLESS YOU REVERSE THIS POLICY, YOU HAVE LOST YOUR BEST CUSTOMER!

Pictureframes.com for giclee and canvas prints - Like many professional photographers, I have tried a dozen different online printers and have almost always been disappointed with them. At my studio I use an Epson 4800 and when I order prints online, I compare the results to what I can reproduce in my own studio. Now, I painstakingly go over each print and it takes me quite a bit of time to get it right all of them time. For special prints, I am willing to take this time, but I often get overwhelmed and need to outsource my printing needs. The only company I have found that is both worth it in terms of cost and quality is pictureframes.com. Here is why I chose them

1. They offer a HUGE selection of papers and you can order a sample of all of them to see which ones you like
2. ICC profile and their colors are spot on... if they are not, you just call and they will reprint it for you.
3. Wide selection of canvas styles.
4. They even offer professional framing with a large selection of frames.
5. I almost never order digital B&W prints due to their lack of depth, but their B&W prints really have to be seen to be believed, you will not be disappointed.

And subscribe to their email list, they will spam you, but you will like the coupons and savings they give you.

I ordered a custom frame from pictureframes.com and paid for the frame, shipping, and an oversized shipping fee. In total, the frame cost about $240. This seemed reasonable for a good quality frame, but the frame I received was very poor in quality. All four covers were chipped, scratched, and missing paint. The joints at each corner had large gaps and were misaligned, and with minimal movement the frame came apart completely. I called customer service and spoke to a helpful representative, Zachary, who offered me a full refund. I emailed Zachary images of the frame and requested a refund for the frame and the shipping fees which were about $80. I never heard back from anyone at pictureframes.com, but a few days later I received a refund for the cost of the frame only. I called the customer service line and was on hold for an hour before being sent to voicemail. I have yet to hear back from the company. I would like to be refunded the $80 I spent to have a useless product shipped to me. I am considering taking it up with my credit card company to dispute the shipping charges that were not refunded. Overall, I would never use this company again and I would advise anyone considering purchasing from them to reconsider.

They recieved my return nearly a month ago according to ups. After calling multiple times I have still not recieved my refund. They keep saying it's processing.

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 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 placed an order on PictureFrames.com for 4 frames only to be called couple of days later with a brief, curt message that my order has been canceled as they were out of stock on this clearance frame. I called back and told them I can understand being out of stock but it was available on the website for purchase and I spent an hour or two browsing, picking and ordering this frame. I asked for help with a comparable frame provided they can honor the promotion on the original frame - free shipping, 50% discount. I was even willing to take a 30% discount as the frame I selected as a replacement was regular price. The lady I spoke to was courteous but unwilling to budge on the price, even after I told her I have seen this frame offered on sale from time to time. I tasked to speak to a supervisor and was connected to Derek (?). No luck. Even after I explained I was a repeat customer and would likely never shop again with them, he was unwilling to make any accomodation. I do like their website compared to other sites but customer service is seriously lacking.

This used to be a fantastic company. I ordered multiple items from them in 2020 and their customer service and product exceeded expectations. I recently tried to order a custom frame and the website kept giving conflicting information about availability. I tried calling multiple times to see if the item was available, but no one ever answered the phone. I clicked the chat button on their website multiple times but no one ever responded. I emailed and no one ever replied. The oddest part is that I am now being bombarded with ads for pictureframe.com on every website I go to, which means they they are spending a fortune to attract new customers when they can't provide even rudimentary customer service to their existing client base.

I am guessing the reason for this sad turnaround the fact that this used to be a family owned business but was acquired by a private equity firm in 2021. https://thedeadpixelssociety.com/circle-graphics-acquires-wall-art-company-graphik-dimensions/
It looks like the new owners prioritize volume over customer service - which now appears to be non-existent.

I waited a month and a half for my order to arrive and opened it up to find that my frames DID NOT come with any backing, glass, or hanging material! I spent $340 on 5 cheap frames and I'm supposed to get my own glass cut and my own backboard and material for mounting?! Absolutely absurd! No where on the description of me creating this order did it state that it did not come with glass, backboard, or mounting materials. It stated "Arrives fully assembled with hanging hardware" which it DID NOT. On top of that, the frame edges don't even match together and you can see the glue. I called customer service the same day I received my order and two of my frames are now "discontinued" so cannot be returned. And if I wanted to get "acrylic and backing" it would cost me an additional $77 to the already overpriced frames I bought. Not even glass - acrylic. I was told that they automatically come without acrylic or backing or mounting material because "some people don't use it and we don't want to waste material". On the plus side, the customer service rep did waive my shipping and return label costs, BUT normally you would be required to pay return fees.
Be very careful if you do order. MUST SPECIFY THAT YOU WANT ACRYLIC AND BACKING!
I have ordered from other custom frame sites and this has never had to be specified.
This company is very misleading and cheap.

On a scale of 1 to 10 their customer service is a 0! Even the worst customer service requires some kind of communication, with PictureFrames.com I have gotten none whatsoever.
I purchased a picture frame from PictureFrames.com website on June 26th 2020 for a total of $92.07 $22.95 of that was for shipping. Today it is July 17th and I have received no shipping confirmation nor any response to the numerous emails that I have sent to their customer service email address. Nor have I received a response from the two phone call messages that I have left with their customer service phone number that they provide on their website either. Believe me when I tell you that I have never left a negative review on a company that I have done business with online before. But in this particular case I feel that if I didn't leave this review today that I wouldn't be any better than they are, and in my world that just isn't acceptable.
At this point all I want is what I've paid for, nothing more but nothing less either.

I ordered a frame with double mat, foam backing and acrylic from pictureframes.com on June 30th. I waited a full week and called customer service to find out when it might ship. I was told it was 'in production' and should ship in a few days, even though their web site showed a status of 'received'. I waited another week and when the online status was not updated, I called customer service again and was given the same story but this time I was told the production team would be asked to provide a status. I heard nothing for another week and when I called again, I got the exact same story, the job was 'in production' and should ship soon. I asked to speak to a 2nd level supervisor and was told I would receive a call from this person within 2 business days. I never heard from them. I called again the following week and asked if I could speak to someone on the production team to find out exactly where my job was in the process. I was told someone could call me back if I wanted. At this point I canceled the order. I will never order from this poorly run company again.

I ordered a canvas picture frame on 4/18 and was immediately notified that the coupon code i used (using Wikibuy app) was "accidentally distributed" and only available to VIP Resalers. We emailed back and forth, and this company refused to honor the deal. They came back with an offer of 20% off but refused to honor the original 25%. This entire experience was insane. They lost a customer over less than $5 in the big scheme of things! I will NEVER do business with pictureframes.com or any of their sister companies (Graphik Dimensions, Graphik Printworks, or USA Salvage). I am a business owner too, and when i make a mistake - if I misquote a customer - guess what - I make it right by the customer. I am in total disbelief that a company that publicly brags on their "culture" has such unbelievably bad customer service policies. I purchased the frame i needed through a local frame shop, and paid more than I would have through this company, but i'm 100% okay with that. We live in a place and time where the customer has choices - and I'm never going to settle for a company that cares so little about earning my loyalty. I'm disappointed by this experience!

I ordered my frame on June 2nd. They tell me that they're out of stock of a certain color of matting, so I call on the 5th to change it. Everything is going well so far. Several weeks later, I call because it had been over the number of business days they say it will take since I placed the order. Well they tell me it will be another 2 weeks, which I was not at all happy to learn. Nevertheless, I didn't cancel the order, which I now regret, and I decided to continue waiting.
Once the 2 week period had ended, I call and they barely give me a response and did not let me know when it will be fulfilled. I waited more time, and I called again, and she said she would get a response from her manager, and would later call me back. As you can imagine, I never received a callback. The next time I tried calling, as soon as the call connected, they hung up on me! I did receive my frame later that week, and here is where I was truly disappointed. They had written on the back of it! I tried to erase it, hoping it would've been in pencil, but they wrote the dimensions of the frame on the back in pen! Sure it's on the back, and cannot be seen, but this was for a client (who had to also deal with the long wait this company puts you through, and whom I had to keep apologizing to. She told me to not apologize because I was "not responsible for the failures of others"). Now I have to send a tarnished frame to a client for whom I had done paid artwork. Is it really that hard to write the dimensions on a sticky note stuck to the frame, or if you REALLY MUST write on my frame, do it in pencil?

This company is not worth the price of their products, and I regret not using an in person framer to make a custom frame. I wish I had done my research on this company before taking my business here, and if anyone reading is fortunate enough to have done so, I strongly recommend finding any. Other. Company. I am so disappointed in them.