PictureFrames.comReviews 146

I've been dealing with PF.com for years for both frames and giclee prints and have been very satisfied
Quality and timing have always been good and when there was an issue they were quick to respond The print quality was high but that was then.
But lately my prints are coming in like a beginner is printing them. I had to reject the last 2 orders and the reprint was unusable. Now I've lost total confidence in them compounded by the fact this last order I requested a full refund the phone rep was very gracious and helpful and said I'd get a full refund. Instead of a 555.70 refund I received a $55.70 refund. When I call the hours are now limited to 10-12. And 1-3 and when I call during those hours I get either all our customer service people are busy or cut off.
AVOID USING THESE GUYS. I THINK THEY ARE ON THE ROPES. Their advertising budget must have been prepaid because I still see them advertising online
Good luck

My order was supposed to ship days ago. After passing the expected ship date, I decided to reach out to customer service. By phone: put on hold for 20+ minutes every time or automated messages saying the team is "in a meeting or training," or that they're "closed," despite calling within their posted business hours. By email: No response, not even an automated acknowledgement that the email was received. By "live chat:" The website lies. There is no live chat, only a message portal that sends your question into the void. By social media DM: no response, and accounts haven't even been updated in months or sometimes years.

Extremely fishy. I tried calling Graphik Dimensions, their supposed parent company, and received the same automated messages. No response via email either. I tried calling Sensaria, their parent company's parent company (?) and was told that they "do not have a contact at PictureFrames.com" and was then forwarded to some other voicemail box for another customer service team? Between the lack of clarity on who owns the company, to the lack of ANY customer service, I'm starting to think this company went out of business or it's a complete scam.

I filed a case with Paypal. This is absurd. I have never written an online review about a company before... so you know it's bad. Do NOT purchase from pictureframes.com.

I ordered two frames on 8/2/22. The total $361.70 and I only received the less expensive frame. I called customer service to complain and they said they would look into it. That was 2 more weeks ago. Since that time you can not reach a LIVE person. They have $287.11 of my money and you can't reach them. I have also sent them emails at their customer service with no response. I will contact the news media next for some help.

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!

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!

I ordered a couple of frames from pictureframes.com 14 days ago. The first was made and sent the next day. However, the second one was never sent. I emailed the company 6 days after I made my order to ask for a shipping update and they never replied. I also called the customer service phone number provided and I got several prerecorded messages saying they were in a training or I was calling outside of business hours (which I did not). I also tried to use the chat function on their website and never got a response. At this point, I only want a refund for the second frame. I am very disappointed as all my previous experiences with the company were great, but I feel scammed this time and I don't know if I'll ever get my frame or money back.

I placed an order for 5 frames, after which I got an email saying they were back-ordered. Wait, why didn't you say that before I ordered them? I called, and they said they would be coming in 4 weeks. I called four weeks later, and they said they were not sure when they were coming. Meanwhile, I have a show coming up. They said I could order something else and then call the next day to see if the frames were in stock. Huh? I get supply chain issues, but how about letting the customer know what is going on? Like before you order.

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.

Severe lack of communication. My order is over a month behind. After emails and calls their only response is we are behind. They do not reach out to their customers if they are having issues with the order. Taking the order but providing zero follow up with issues is poor customer service and general business overall.

My call provided zero feedback. It included "call back if you don't hear from us."

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 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 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.

I'm a professional artist and have ordered about 2 frames per month from PictureFrames.com for two years. The occasional glitch--the wrong frame sent or only a partial order delivered--has been resolved quickly. I'm now very frustrated with Pictureframes.com. I ordered two large frames at the end of May. Only one frame was sent to me. Two months later, my email and phone inquiries regarding the missing frame have resulted in a myriad of excuses--lost in transit; failed to go into production; just about to go into production. Up against an exhibit deadline, I must find another framer and I'm out about $130.

PictureFrames.com, you have lost a loyal customer.

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!

While not cheap, I think the frame is of excellent quality.
Dealt with an issue in transportation quickly and to my full satisfaction.
Emails were responded to within 1-2 business days.

I ordered 3 frames - and, accidentally failed to select the acrylic backing for one of them. I reached out to see if I could get the custom sized backing and acrylic sent (paid) to complete the frame - and, they said "We cannot order that without a frame being ordered"... despite the fact I technically ordered the frame and had received it.

They also sent partially complete hardware - so, now I am waiting for one of the brackets for the frame that I technically can't use without the glass/backing...: D

Apparently I have to order a NEW frame in order to get the backing for the ORIGINAL frame I received. Not sure what kinda' business they are trying to run... but damn, not one I would ever recommend. Support your local framer - as, this was definitely a lesson learned on my part.

SAVE YOURSELF THE PAIN!

Waste of money! I paid $160 for a gold frame and no matter how many times I put it together and tighten the screws, it just falls apart when u try to hang it. I'm so angry right now because I waited and waited for this to show up so I could frame this print and the frame is GARBAGE. On top of that the tension clips are loose and don't hold the print and the mat in place and the glare is terrible even though I ordered glare free. Live and learn. I lost $160 and I'll just go get it professionally framed like I should have in the first place. I should have read the reviews first.

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!

The one item I've actually laid hands on was serviceable, but not great. I had to return it because they sent the wrong size. They would only refund the merchandise, not the shipping, which was nearly half the cost.

Ordering is not intuitive. They do not give the customer the opportunity to order the frame in the size they want, instead, asking only for the image size. I KNOW THE SIZE FRAME I NEED! The website is awful.

240$ for a frame with no back to it and is made cheaper than a 1st grader's school project. Only willing to give me $50 back of a refund when shipping will cost me at least $30. Completely unprofessional and a scam! Do not buy from them!