PictureFrames.com

Due to the quick turnaround time stated on their website, I ordered 5 large frames in which I chose 2-day shipping and paid an oversized assembly fee of over $200. It took over a week just for shipment plus two of the frames came damaged. I called customer service to get them replaced and if possible to expedite the order. It took about another two weeks to get my replacement in which that also came destroyed. At this point I was frustrated as it was impacting my business. I called customer service again to have them replaced and asked that they overnight them through a different courier (FedEx or UPS) as XPO Logistics was delivering them in terrible conditions. Not sure if it was XPO mishandling, PictureFrames poor packaging, or both. I was told that they couldn't do FedEx and if they did UPS, the frame had to be unassembled but that it was easy to put together. Because I needed these frames two weeks ago, I agreed with their suggestion. However, because I ended up having to assemble them myself, I asked if I could get a refund for the oversize assembly fee. The customer service rep said that it needed to be reviewed and approved by the manager, Stephanie, and that they would let me know. A week passes by and didn't hear anything back. I called back several times and was given the excuse that the manager, Stephanie, had either left for the day, was out of the office or that she had noted she will call me back by end of day. It's been weeks now and have yet to hear back!

As a small business in home interior design that is growing, looking to build and establish relationships with new vendors, it is quite disappointing. One simple call to just hear out the customer's issue and provide a solution to a problem is not difficult. Had I heard back to address the issue, I probably would have continued to order from them but due to poor business management, their products are not worth it. Not worth the hassle.

After much difficulty navigating the pictureframes.com website, I placed an order on October 11,2022. I needed a frame as soon as possible, so I noted the anticipated 4-day production time on the website and paid for expedited shipping. Then I received an order confirmation by email that said the production time was 4 - 5 days and worried I was cutting it too close to when I needed the frame. I tried immediately to contact the company to cancel my order but could not reach them by any method. I called several times, but their outgoing message said that they were not answering their phones so they could focus on production. I also emailed the company, but their response said they would get back to me in 3 – 5 business days and that I should call between specific hours, and they'd be delighted to speak to me. I checked and confirmed that I had, indeed, called during the specified timeframe noted in their email when I got the outgoing announcement that they are not taking calls. I finally tried reaching out via their online chat, and after writing a long note to them, I got sent to a page that said, "The requested URL was rejected." Of course, my credit card charge was processed within 24 hours. So I have paid for a frame I no longer need and don't want, plus expedited shipping, but I can't reach customer service to cancel my order.

Even placing the order was an ordeal. First, I couldn't sign up for an account. I entered my email and password, then clicked submit, checked my email for the confirmation email, and clicked on it. Then I'd go to log in, and I would get sent right back to the login screen.

I finally gave up on that and tried to place my order without creating an account. I added the item to my cart, went to the cart, started the check-out process, and logged in. Once I was logged in, a message would pop up saying that my cart was empty. So I'd add the item again, staying logged in (I thought), and the same thing would happen again. Finally, I saw that logging in was optional before placing my order, and I managed to place the order.

I wonder if this company is even in business.

EDITED: The company shipped the frame, and it arrived on 10/17/22. I refused the delivery because we had already made arrangements to get a frame from another source. A company representative emailed me the following day saying that she was sorry for the issues I encountered. She acknowledged that I had refused the package and indicated that I would receive a refund for the full purchase amount, including shipping. So I am adjusting my rating to three stars instead of one. It's too bad that this company is having so many challenges.