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Custom Frame Solutions Reviews Summary
Custom Frame Solutions is a custom picture frame supplier with over 2,600 styles to choose from. They offer precise measurements and hand-crafted quality mouldings made in Italy.
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This is the worst company I have ever dealt with! If you want a cheap junk of a frame order here. If you want quality or good customer service look ANY where else. I bought a frame, which comes with no glass, no backing, and you must put it together yourself, it was horrible! The corners would not stay together. I tried to contact them, good luck, can only send e-mail, guess they don't want to hear all the complaint. I had to wait for a responds for a long time. Finally they reached out to ask me to send pictures, really? Then they told me to send it back and I would have to pay return shipping cost myself plus they would charge me a return fee because they could not re-sell it! So I ask them why would I spend my money to send it back so they can just put it in the trash? I can put it in the trash myself. I have not yet received a reply... CONSUMER BEWARE! THIS COMPANY IS TRASH! DO YOURSELF A FAVOR AND GO SOMEWHERE ELSE OR JUST THROW YOU MONEY IN THE TRASH...
Go ELSEWHERE. All I received was a wood frame for the price. Can find a complete frame with backing, hanging harware and glass for the same price elsewhere.
Hello Kelly, this is Aden from Custom Frame Solutions. You mentioned that you bought the frame and that it comes with no glass and backing. This is expressly stated on the product page. Not every customer requires glazing or backing for what they are framing (i.e. Some customers order frames for mirrors or stretched canvas oil paintings). We specify on every product page that if your framing project requires accessories such as glazing or backing, you can add it to your order via the Accessories link in the top menu of our website.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service.
Not only was the frame defective but it was not made to my measurements and does not fit the artwork as too wide by a full 2 inches! The frame also does not have cutouts that fit the inserts they provided to ensure assembly. Did not honor guarantee.
Hello Dee Dee, this is Aden from Custom Frame Solutions. I pulled up your order from 2023. Our records show that you made a claim and we in turn sent out a replacement at no cost to you. It appears that the dimensions you claim we did not cut correctly to was the outside dimensions of the frame, but as we specify on every product page, the dimensions ordered is for the frame content size that the frame is built around which means the outside will always be bigger than the dimensions ordered. It seems you ordered with the expectation that the dimensions ordered would equate to outside frame dimensions and this is not how custom frame sizing and ordering is done unless you make a special request at the time of order
Additionally, after receiving the replacement frame, you opened a chargeback with your credit card. We in turn provided the facts of the case and evidence to the credit card company and they ruled in our favor. Lastly, you never returned the original frame that you reported having an issue with and chose to keep it.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service. We will own up to any errors made and remedy when warranted.
I have purchased high quality frames from CFS several times with no problems. This time is different. After many emails, I got this response: "The frame style you ordered is CFSYH*******, and we assure you that there are no blue accents in this particular frame design. When taking the pictures, we use professional light to avoid reflection of flash. Due to lighting conditions or a reflection of light during the photography process, the frame does not show completely black (as shown in the picture you provided from the moulding received) Please note that we do not edit our pictures in a way that would affect the color or appearance of the molding. If it turns out that we made a mistake and sent you the wrong frame, we assure you that we have no issue with providing a replacement. However, please note that any replacement we offer will be an exact replica of the moulding you initially received."
So their professional photos do not accurately depict the frame colors, and to correct their error, they will send the exact same wrong frame. I'm struggling to find the logic in this. BEWARE!
I ordered a custom frame expecting it to arrive assembled with matting and acrylic. The quality of the wood was terrible, scratched and I cut my finger attempting to assemble the frame. After all of this, the acrylic did not fit inside the frame.
Hello G P, this is Aden from Custom Frame Solutions. Unfortunately, I can not pull up your order because you provide only the initials of your name. We do pre-join small size frames at no added cost, but as stated on our website, larger frames are shipped ready to assemble though customer's have the option to pay a small fee to have it shipped joined.
WIth regards to the Acrylic not fitting the frame, this is completely covered in our policies and you are entitled to a replacement at no cost to you. I'm hoping that this was eventually done on your order and the above post from you precedes that resolution.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service. We will own up to any errors made and remedy when warranted.
Cheap quality frames! They make you pay to return your order. Customer service is not professor and rude! They don't pick up your calls/take long to respond to your emails or don't at all. I had this one guy, one of the representatives argued with me and said my frames broke due to the size (61x42 frames) but it's the quality! Wood is usually strong and not even wood glue held my pieces together that they've sent me. I went as far to try to reach out to the CEO Michael Slowey on Linkedln but he never responded to help. They won't refund you a voucher for the shipping/return.Plus they charge you 30% from the "quality wood/materials" they use on your frame. Otherwise you don't get a full refund. 0/5 stars don't recommend.
Hello, Aden here from Custom Frame Solutions. It's difficult to look up your order to address the concerns you posted because you created a Sitejabber account using your first name as "Anonymous", however I looked up orders with custom frames of size 61" x 42" around the date your review was posted and see that your name is Anika just to confirm with you that I am pulling up the correct order.
You ordered six 61" x 42" frames and complained about the quality and strength of the frames, however, you selected the narrowest frame style we offer (3/4") presumably to keep your cost low, but we specify on the product page of the frame style you ordered " If ordering a dimension greater than 36in, we recommend choosing a frame style wider than One inch". There is no issue with the quality of the frames. What seems to have happened is that you chose a very thin frame style for very large frames that could not support the weight of what you were framing, for which we advised against on the product page.
Your anger with us is misplaced because the choice of frame style was not appropriate or suitable for what you were framing but you decided to blame us for it.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service. We will own up to any errors made and remedy when warranted.
The frame is pretty. But it is very thin and relatively cheezy. The little corner anchors work great, but the anchors that are supposed to go behind the foam backer and actually hold in the art don't work at all. At all.
We're going to end up paying a frame shop to fix it. Should have gone there to start with.
Damn!
I love this company because of the quality and the selection. I just have a hard time talking to someone and the inventory is tricky.
Frame comes I assembled and there are no assembly instructions included. Frame pieces are chipped and poor quality.
I ordered three frames from Custom Frame Solutions and received them in two separate orders. Two of the frames came unassembled and one came already together. The cuts don't line up amazing but they're satisfactory - the frame that came assembled was much better. One piece of glass came broken and I emailed them they responded quickly on a weekend, asked for photos, and overnighted me a new piece. Contrary to other reviews I thought the customer service was good. I got a 45% off coupon, which seems to always be available, and I think the price I paid after 45% off was worth it - not sure I'd be as happy paying full price for what I received. Relative to the price of custom frames at Michael's I think these were a much better value but maybe not quite as nice. I have a hard time justifying going to Michael's and buying a $300 custom frame to frame a $15 print. I would use them again.
If you are looking for unprecedented slow delivery, unreliable contact info, undelivered promises and condescending customer service, this is the company for you.
Long story short, my frame was just sitting in a warehouse for days. I called (had to make approximately five calls to reach anybody) to find the status. I was then offered a cancelation with a 30% cut. I agreed to that and followed through with an email back asking for the cancelation.
A few days later I received an email alert that my frame was delivered. I called back (again had to try five times). The person I spoke with was extremely rude and blamed the incident on UPS. He said there was absolutely nothing he could do for me except allow me to return the frame (I would be responsible for shipping) and reimburse me minus 30%.
It's hard to believe this company is still in business.
Hello Cara, this is Aden from Custom Frame Solutions. I pulled up your order. The email correspondence indicated that the package has a UPS tracking email, but that there was no update on status. We subsequently communicated "We are awaiting a response back from UPS to locate your package. If we do not hear from them in 48h, we will provide a replacement." The order was subsequently delivered.
We apologize for the lack of clarity of what was happening. I understand the frustration of having the package stuck with no update as to it's movement or status.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service. We will own up to any errors made and remedy when warranted.
I ordered a custom frame and it came in pieces. When ordering you do not know this. When you receive it you have to purchase your own glue and put it together. The cost with shipping is outrageous for this very minimal frame. Go to michales or another store. I will never purchase from this company again! I feel ripped off.
Look at the reviews on BBB - I had same experience. Ordered frame online and came unassembled - their response is that it's in the confirmation email (no where that I could readily find)
I have ordered numerous frames from custom frame solutions through the years and have been mostly very satisfied but this Xmas I had ordered a silver frame that was stained and scratched and I tried calling but you do not get a real person so I did what was suggested, send email with pics which i did and here we are 1/23, too months later and have not heard from them. Even their dummy chat thing does not work on site. I am pissed I had to give a damaged frame to my niece for Xmas gift. Low class CFS. Low class.
The frame was confirmed to be lost by UPS. UPS even contacted them stated they could not locate the lost frame. However, this company's customer service blatantly lied to me via email stating that UPS had sent it sent to the correct address. They are dishonest and not a decent company by any means.
No satisfaction on my order. Three out of four ordered arrived broken. Got online promise of replacements but NOTHING come.
NO HELP.
I ordered 2 frames; They came unassembled... this was not clear when I ordered them. One frame was correct, the other one was wrong. I notified the company about the wrong frame (wrong style, wrong size... not even close) and it took them 3 days to get back to me. I tried calling, but they don't answer their phones. They finally got back to me via email and said they'd make the correct frame and send it ASAP... it's been over a month and I'm still waiting. I have emailed countless times and hear nothing back. I asked what to do with the wrongly delivered frame, and nothing. Ok, do I keep it? Then they sent FedEx by to pick up a package, but didn't bother to tell me this ahead of time and I did not relinquish the package because it was addressed to some random woman. I had no idea they were sending FedEx by. I wrote them about this and, no surprise, heard nothing. I will NEVER order from this company again. I urge any who reads this to NEVER order from them. This is the worst experience I have ever had ordering something online... zero integrity, zero communication, zero honesty. I wish I could give them negative stars; even 1 star seems like too many.
Awful company. After receiving a totally messed up order I discovered that they don't answer the phone number listed on their web site and they don't respond to email. I subsequently learned they have an "F" rating from the Better Business Bureau. I'll never do business with them again! AVOID.
Recently placed a $200 for frame stock. 3 weeks later I was informed that NONE OF IT was in stock and one of the choices was discontinued and gone. When I asked for updates on the rest of the frame stock, they gleefully refunded my money as if they've gone out of business... DON'T DO IT... I had to learn the hard way that there is no way to reach them by phone and they really don't give a $#*! about customer service...
I impulsively bought a frame from here and didn't read the reviews. Over $50 for a $#*!ty frame with no backing or way to even secure the picture and the edges of the frame don't even line up.
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Hello Carmen, this is Aden from Custom Frame Solutions. You specified several concerns that I want to address. First, you mentioned that you bought the frame and that it comes with no glass and backing. This is expressly stated on the product page. Not every customer requires glazing or backing for what they are framing (i.e. Some customers order frames for mirrors or stretched canvas oil paintings). We specify on every product page that if your framing project requires accessories such as glazing or backing, you can add it to your order via the Accessories link in the top menu of our website.
Secondly, you mentioned that the frame corners would not stay together. You did order quite large frame but chose a very thin frame style which we advise against on the product page.
As you stated, we did offer a refund upon return of the custom frame, but the product is required to be returned for the refund to occur. This is not out of the ordinary and common in business. The returned frame would not be thrown into the trash. The moulding itself is totally fine and can be cut down to make smaller frames.
Disclaimer: We have fulfilled over 116,000 custom frame orders since 2008. The hand full of negative reviews here are not representative of our products and service.