PictureFrames.comReviews 146

I have used this company over many years and haven't had any issues. I have been a good customer over the years and referred my own clients to them.

Suddenly now the customer service is absolutely awful and getting a refund on a simple picture frame return is harder than swimming the English Channel solo in the winter.

Five phone calls, an email, two phone messages, and today 17 days after this company recieved back my small frame via UPS tracking, they gave me a partial refund of about 50 per cent. You will not get reimbursed for the original shipping or tax (why are they keeping tax on a returned item that they can sell again?) and you will be charged return shipping. The original shipping was quite high. The return, cheaper at $7.

So on a frame order that cost me a total of $63, I was reimbursed around $30. I complained about this pointing out this didn't seem fair in any one's book and being as I had been a longtime customer referring people to them, perhaps they could rethink this? The upshot?: the supervisor was not interested in keeping me as a customer or my referrals. As someone else said, go to the local framers or use a compnay with more efficient customer service, cheaper shipping in the first place, and a fair return policy.

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!

Frames you get don't look like the ones on the website. They don't bother to match the pattern in the corners of carved frames, yet their tool to visualize the frame does present a perfect frame. Customer service is bad... phones go unanswered, nobody follows up when you have a problem and they take a long time to process a return and refund your money when they make a mistake. I would stay away. There are several other reputable manufacturers of frames by mail that are far superior.

PictureFrames.com engages in bait and switch. They lead you to believe you are framing a photograph that you upload, but just send the frame instead. When I advised them of their error they DENIED it was their fault despite how clearly they were in the wrong and when they FINALLY decided to issue a refund they INSISTED on charging me for the return postage. They have terrible customer service. I was hung up on in the middle of my complaint and was forced to call again. Don't use them, there are plenty of other sites that perform the same function with good customer service. Avoid this company like the plague.

Just received a fairly large order from PictureFrames.com. The order took about 4 days and came in two boxes. I got a very nice cross section of fussy gold frames, sleek floating frames and a wide assortment of sizes. All the frames are in perfect condition and they all fit the paintings for which they were ordered. I dont get mats and glass, just frames.
I had some problems ordering from them on a Saturday. My only advice would be to try to order during regular business hours during the week just in case you run into a hiccup because then you can talk live to a person. Im not sure why I had problems completing my orders. Eventually they went through. There is no one there on weekends because they give their employees the weekends off! I approve!

I like the choices and prices they offer and will order from them again.

Ordered from them about 8 times over 2 years. Two orders had flaws and were corrected fairly quickly. Last order had a scratch on one side of the aluminum frame. Easy to see. I emailed them to ask for a replacement. They asked for a picture. I sent it. They said "they don't see a mark" I said refund me and cancel the new order. They said they will. It's been 3 weeks and not refund still, after about 6 emails and a run around about having a new credit machine. Customer service is lame!

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.

I spent $360 to have an illustration mounted with their online service. Somehow, they managed to frame it off-centered. I spoke with Derek their customer service and he asked me to send him a photo of the problem and I did immediately. I called them a few more times and also contacted them several times via emails. They gave me this "we will get back to you" routine and never responded. However, I have been getting a daily advertising from them. It is clear that they care so much about the money customers give them but not the services they provide in return. I am very disappointed by their unfortunate craftsmanship and a criminal level of customer service. I used them because of great reviews here and elsewhere. Now I suspect that all these reviews are "paid" reviews. I am willing to pay premium for a professional service but their service is not worth a penny.

This was my first order with them and possibly my last. They had to do two replacement orders to me before I accepted the order. Even then, the quality was not what it should have been. I accepted the third shipment in order to be done with the ordeal. Certainly not what I expected from a company who touts "made in America" products. To their credit, I must admit that they do a really good job in how they pack the frames for shipping. If their quality matched their packaging that would be awesome.

I was not very satisfied with the quality and service I received from pictureframes.com. I ordered through them last month and then began searching for other art companies to go through. I stumbled upon this company called PhotosThatShine. They had a pretty interesting collection of acrylic art and then I checked out their canvases and couldn't believe how cheap they were! Anyways, I placed an order and when it arrived I was more than pleased with the quality of their products. They seem to know what they are doing. Check them out if you are looking for affordable fine art www.photosthatshine.com

The print house for pro photographers is Pictureframes.com - When I used to do weddings, I would print out most of the photos myself and get them framed locally to sell to clients. The problem was the time and effort to get this done was just too much for me. The advantage was being able to control the color process from beginning to end using a calibrated monitor to RIP profiles. Like many other photographers, I heard of pictureframes.com and I have to say I would definitely recommend them. The prices are fair, though I still make more if I do it myself, but I am willing to take a hit financially to save me the time and effort. The quality is almost just as good as if I did them myself and the clients wouldn't appreciate the difference anyways. They have been great at doing reprints at my request as well, though I do volume printing with them so if you just do one single print, I'm not sure I would expect them to print it over and over at your request. Because they do such a large volume of prints, I think they can definitely afford the top of the line printers which generally give better quality.