Customframesolutions Reviews 39

My frame arrived with a piece of wood chipped from it and it won’t sit square when it’s put together. They give you these plastic pieces to put the frame together with and there is no way to take the pieces out and dissemble the frame to send it back if you have issues.
DO NOT RECCOMEND

They offer a lot of good looking choices on their site. My order arrived looking great, was cut beautifully and also at the exact dimensions I requested. The frame came unassembled as expected, their website is clear about how it will arrive. They have assembly instructions on their site, super easy to follow. My canvas painting fit perfectly into the frame. I'll be going back here for all my future framing needs.

This company, in my experience with them, knows nothing about customer service. You cannot speak to anyone and their email responses seem robotic. That’s until you challenge their policies. I had a 5 year “relationship” with this company having spent about $2500 over time. Last week I was sent another damaged frame. It arrived with a sizable gouge in one side that had been clumsily painted over. I suppose to try to get it past me. The short story is I was on deadline with a gallery and requested a replacement piece—as the frame arrived unassembled. The only solution they offered was repack everything and ship it all back. I would get a credit for the frame but not the $25 shipping fee. I angrily stressed I was on deadline and could lose the commission with another delay. Aden, their CS person told me to take my business elsewhere—after five years and $2500! That was it! This is the 3rd or 4th frame that arrived damaged. Never was any replacement sent. Whether warped, gouged or scratched I was on my own to repair it. In all cases my work was due framed to a client or gallery so I had to move forward best I could. Their attitude as expressed through their representative via email was smug, unprofessional, threatening and ultimately dismissive. I cannot recommend to any party that this is a group of people you’d want to work with. Very disappointed.

Should be a 0 star. Horrible Company and service!. Expensive too. They forced me to incur additional charges, ($90.00) restocking, shipping back, etc too. They blame the customer for not being able to follow confusing sizing instructions, and then do nothing to rectify the problem that doesn't involve further charges for the customer. AVOID THIS COMPANY!. I ordered one. back in early December 2005 , returned it after a LONG debate,, ordered another one and It still has not been delivered!!! They sent an email after two days saying....."We have opened a claim with USPS to help locate your items. USPS has requested up to 8 business days to investigate and provide an update on the status of your shipment". Never has been received. AVOID THIS COMPANY!!!!!!!!!!!

Our frame corners don't align up properly. The screws given to me to add a hanger are too long for where they are supposed to go so now I have 2 holes in my frame. Pretty much sucks

received my frame order and it was completely different from what I ordered. A light wood frame came in dark brown. When I sent a comparison photo of the website frame and what I received they said it looked fine lol. Horrible company

The frame was the wrong size. There is no customer service that you can speak to someone. The chat line puts on someone to argue about how they do things and disreguared special instructions. NO MONEY BACK, FRAME WRONG SIZE. Anyone that orders from these people needs their heads examined. NEVER AGAIN. USE EXTREME CAUTION. DON'T ORDER !!!

The frames were shipped unassembled. No where obvious on their website does it stress that the frame will come in pieces. In addition it is very difficult to contact them. I have tried to use there corners to assemble the frame and can not get a good smooth corner. Their prices are higher than their competitors since they do not assemble. I was notified by Angie that it is clearly stated in their small print under Prejoined and Ready to Assemble Policy. Other websites ask if you want it to be assembled or unassembled. They are telling me I can return the pieces with a 30% fee. Between that and return shipping I will lose around half my money. There are better and more reputable frame companies out there.

An absolute scam. Their frames are 4 flimsy sticks of wood that you have to assemble. No backing, no glass, just 4 bits of awful wood. Nowhere do they explain this when you order and their prices certainly don’t indicate that this is all you will receive. DO NOT USE THEM

This company knows nothing about customer service. After delivering an order that was clearly incorrect, the only solutions they offered forced me to incur additional charges, restocking, shipping back, etc. They blame the customer for not being able to follow confusing sizing instructions, and then do nothing to rectify the problem that doesn't involve further charges for the customer. AVOID THIS COMPANY!!

This company is a scam. Their frames are NOT hand cut. They are not assembled. They take weeks to get. No one answers the phones or chats and there is no voice-mail. Customer Service is non-existent. They purposely don't get back to you because they do NOT want you to cancel your order. Two floater frames that I ordered were defected and were not cut correctly. $390 wasted. DO NOT DO BUSINESS WITH THEM!

I ordered from Custom Frame Solutions back in 2010. I haven't needed many frames but recently when trying to google to find them again I came across the bad reviews on Trustpilot. My experience was great the first time around so I wondered if they went downhill. I contacted the company by phone and they told me that to date they have fulfilled over 116k orders and that reviews from customers are collected by a third party authorized by Google where they are rated 4.8 out of 5. I decided to order from them again and the frame just came in exactly as ordered and of high quality. I wish I could provide photos here. I felt compelled to come back here to share my experience which is very positive.

I wish I had read the reviews here before ordering. I ordered a custom floater frame for a painting for an art show. I paid extra for expedited shipping. Two weeks after placing the order, I finally received notice that it was being shipped. Instead of the frame I ordered, I received 2 frames (or 8 pieces since it was unassembled), which were the wrong size and finish. They had sent me someone else’s order. I emailed them and provided photos of the incorrect product and shipping materials. I was instructed to repackage everything and wait for UPS to pick it up, and then my correct order would be shipped. UPS picked up the package a few days later but did not deliver my frame then, so I assumed it was still in transit. I received a notice today that my frame was “delivered”; however, it had evidently been sitting at the UPS warehouse 30 miles from my home instead of being brought to me. The delivery notice I received showed that my frame was actually returned to South Carolina. I live in Colorado! For crying out loud! I emailed customer service again (since no one answers the phone), and I’m hoping to receive some sort of a refund. I’m a professional artist, and this is the first and only time I will use this company. Buyer beware!

I paid a lot of money for a custom frame. I basically got 4 sticks with plastic wedges for the corners. I wouldn’t put a poster in it let alone my art. All I can say is buyer beware. These people should be ashamed of themselves. I will give them credit for packing it all in a box that by the time you get it out you can’t send it back.

Initially received the frame to assemble without thumbnails to assemble the frame. A week later the thumbnails arrived and to their credit they provided several extras. I assembled the frame several ways however the joints are way off are so far off I will need tossed and repeat the frame to make it presentable. Sanding and painting was what I was trying to avoid.

Just generally dissatisfied with the entire experience as well as the poor product. Maybe as my job was just a single frame, it didn’t warrant that attention. Wish I had checked trust pilot before as its pretty clear these are very poor products.

I bought two floating frames from them, $600+. The corners on both sets were flaking and chipped. Their response was that it happened in shipping and they would give me a $35 credit. Product is poor, I am returning mine. Still waiting to hear from customer service to make that happen as I am within the two week return window. I am not hopeful and believe this will have to get resolved through my credit card company

Finally received the so called frame only 4 woof sticks without anything else. How can you make it as a frame? Called their customer service, no one picked up the phone because there was no option to talk to someone. The voicemail said to write email!

We used to have a good experience with frames from this company but the quality of our last order (particularly the new fasteners to join the 4 pieces together) was terrible. The frames do not hold together and we ended up having to glue them (which resulted in a gap on a couple). Because we didn’t open them right away and it was beyond 30 days we can’t return them, and they’re not owning the problem except that it’s outside their return policy). Not buying from them again!

This is a bait and switch, false advertising scam!
I got 4 pieces of painted plywood for almost $200, it arrived damaged as well.

I am filing a complaint with BBB and the state - as well as disputing the charge with my credit card company since they won't reply to my demand for a request.

I ordered over 60 items from here for a home project. As expected, this took dozens of shipments. 1 piece of acrylic out of the entire purchase came damaged. With dozens of shipments, I was overrun with packaging materials and boxes, so as I unpacked I threw away and recycled as I went. When contacting Custom Frame Solutions about my broken item, they refused to cooperate and replace my item as I no longer had the box it came in to show them that the box itself was damaged. I spent thousands of dollars and had 1 item of over 60 damaged and they refused to help me. Never again. Lesson learned. Do not use this company.