My Pet Frame Reviews 1,438

Thrilled to bits with our picture of Bella, a beautiful tribute to our gorgeous girl we lost in August, sent in a timely manner, packaged well and can't recommend highly enough, thankyou so much my pet frame.

Just received our picture of our gorgeous Ted it's beautiful capture's him beautifully a lovely tribute to our boy.Service was brilliant proof pic came back within 24hrs.great service would definitely recommend.Thankyou.

My beautiful blue Persian passed away so I want a large picture for our hallway so we could always look at .I decided to order from my pet frame as they claimed that they use artists to draw your picture and that they were in the uk . The order process was easy to use I chose my photo and uploaded and sent . Then the problems started the next day I received an email saying my photo wasn’t good enough and I was asked to send in a different one . I replied by saying the photo I sent was perfectly good and clear . I said if you use artists to draw the pictures as they claim any good artist would not have a problem at all . I sent in a different photo which was the same quality as the first and said if you can’t do a good job then I want my money back .I received the proof a few days later which had faults on so they didn’t really check the quality before sending there was a white spot on my Persian nose which in the photo there wasn’t and on the blue back ground I chose there was a black mark . I asked them to remove these as the fault was their mistake they then wanted to charge me £19 to correct , I sent them an email saying it’s their mistake and I will not pay any extra and if they do not sort this out I would upload all on social media. The next day they said they would sort it with no charge . Then the next day I received another message saying I had to pay extra postage because they had to make another picture and that I should contribute to the cost , I refused and said I want this sorted to my satisfaction or I upload on social media. In total 13 emails sent and received some were In German so I had no idea what was said . all I wanted was a lovely picture to remember my Persian . The whole process was very stressful, quality was very poor and customer service very poor , I certainly would NOT recommend this company. These are not hand drawn as they claim it’s all done on computer it would have been cheaper for me to use my iPhone and an app and buy a frame .

Since confirming receipt of my order early Monday morning and promising artwork within 24 hours, I’ve heard nothing more. It’s now Wednesday afternoon. I’ve chased by email, website live chat and FB Messenger and heard nothing back. I paid extra for quicker service. Shouldn’t have wasted my money. Looking for a refund. This appears to be a sideline rather than a fully manned business. Wouldn’t bother if you’re hoping for something in a hurry. Hope I can recover my money. Disappointing as it was for a birthday present. Don’t usually do reviews but this was annoying.

UPDATE: When I was able to reach them, I was told my photo wasn’t good enough quality and I was asked to send another. I didn’t want to use another, and was now pushed for time. I requested a refund and this was processed quickly.

After I confirmed my artwork I didn't receive any confirmation that the item had been dispatched. I became a bit worried after reading some of the reviews on here but sent an email to My Pet Frame who responded really quickly, confirming the item had been sent and providing a tracking number. The item arrived a couple of days later and although delivery took slightly longer than stated on the website, the print has arrived safely and is of really good quality. I am very happy with the product and had no issues with communication from My Pet Frame. Thank you 😁

Fantastic service and product. I ordered two framed prints. Both are perfect and have captured all of my dogs.

Fast service and delivery.

I ordered a framed print and digital copy. Within 48 hours, I received the first draft and it was absolutely perfect. I then immediately received the digital download after confirming I was happy with it. The framed print arrived after 3 or 4 days, and unfortunately the bottom right corner of the frame was smashed. I emailed straight away and was advised a replacement would be sent out. Although there was some emails back and forth required to speed this along, I received my replacement framed print today and there is no damage. Customer service were very good and kept me up to date on my replacement. I was sceptical to buy in the first place with reading some of these reviews, but I am extremely happy that I did. Everything was smooth sailing really from start to finish. I’d definitely recommend.

Appalling customer service, original print sent to my house had green fur on my black lab. A month later I am still awaiting a replacement print, customer service awful, emails not responded to, no satisfactory resolution offered other than offer of a digital print when I haven’t even received my original print/order. Excuses given blaming Royal Mail! Joke of a company. Avoid at all costs.

How can you be so cheap? Pet portrait takes at least 20 hours to paint or draw? Are these actual brush on canvas or digitised in some way. I've asked before but you don't answer

After reading the negative reviews and not receiving the preview after the time stated, I straight away applied for a refund through PayPal. Credit to my pet frame, the preview came through shortly afterwards. I asked for amendments to be made to the preview, and they sent it back the day after for me to approve, which I did. The company sent me confirmation of my completed order and approximate postage time. I received my order today and love it! I think they need to change the expected time frame for the preview. Better to be honest with the customer from the start than try to meet unrealistic time slots.

AVOID AVOID! Do not use this company! I have not received postage or tracking information after approving my print! Customer service is nonexistent! No replies on Facebook, Instagram or Email! We will not be recommending this company and I will continue to post comments on you social media posts with how awful this company is until I receive a refund or my print!
Do not use! AVOID

This company is a fraud. You may get a random response from someone in the Netherlands but he doesn’t solve anything. The communication is abysmal and the delivery times seem to be nonexistent. Ordered mine on the 14th of December and still haven’t had an email to confirm that my order has been dispatched. I would advise anyone looking at using this company to think again as they are absolutely shocking. I don’t get a response till today, so I’m taking legal action.

UPDATE I’ve now received both my frames and the quality is excellent. This would have been a 5 star review if the communication had of been better. I understand the challenges over Christmas but if you had of been honest about the lead times from the start I would have accepted that.

I will order again as like I said above the quality is very good and no doubt will have people asking where I got it from.

Came across this company after seeing a sponsored ad on social media and thought wow that would make a great gift for Christmas, so I placed an order on the 18th December as it stated 2 day delivery. It also said 24hr proof review would be issued however a few days passed and still no proof review until 21st December. So without hesitation I accepted the proof and thought happy days it will have enough time to be delivered before christmas. But since then I've heard nothing received nothing and no response to any emails from this company. I get that it's busy at Christmas and there was postal strikes but other companies have been able to navigate this and we received items from other websites. My order was £60 in value so it is quite a lot of money to disregard and the value of the gift is now lost on christmas which is really disappointing.

Update: I have since received my order and I have to say I'm really happy with it and my wife absolutely loved it. The company have since been in touch and have offered a very sincere apology for the delay and compensation. I hope that they can learn from this going forward. I have updated my review to 3 stars as I feel that is fair based on the outcome.

Posting on here as there seems to be more of a response rather then emailing the actual company.
Requested a change to my order UK116764 and sent an updated picture of my dog. Received a reply saying that I will be charged extra for the new picture even though the picture I provided is the same just a better version of it and also included my dogs ears.
Have not received a respone since and no new proof to approve for a week now.
Whilst I understand it is a busy period a simple acknowledgement to let customers know you are looking into their query goes a long way.
Please can I have an update on my order ASAP otherwise I will be cancelling my order.

Update: Still no response since posting this so have now requested to cancel my order. Terrible company.

DO NOT BUY FROM THIS COMPANY
they lie & don't return messages.
Absolutely awfull product with weeks of hassle stay clear........they won't return any messages now I'm asking for my money back.
Cannot stress enough how bad they are told me my picture was with royal mail & I hadn't even approved it.

Really pleased with my pet pic which is for a Christmas present. It took a while to come but put that down to Royal Mail strikes. They altered the proof really quickly to my request. I was a bit unsure with the proof if I had picked the right style but when the actual picture came it was so much better in real life. I would definitely recommend this company 🙂

Initial proof was sent within 24 hours and I requested a couple of changes which came back within a couple of days, to which I still wanted to tweak the portrait a little. Rejected the proof almost 2 weeks ago and haven't had the revised version. I've contacted customer service who assured me it would be with me 'within hours' which I unfortunately haven't received. I love the concept and they were initially very helpful, however I feel the problem has come from their pushing of a Black Friday sale and unfortunately do not have the capacity to deal with it. They now seem to have a backlog and have disappointingly now launched a Christmas sale while being unable to keep up with previous orders. Hopefully they can clear the backlog and make it a pleasant experience for others again.

UPDATE: 9/12/22 - Thank you for your reply. I think saying that we are 'in contact' is a little disingenuous. It was a similar reply I've received in the past that you are 'working on it.' It was a short 2 sentence reply on Instagram, after being unsuccessful in getting a response from you via email. I have not yet received a satisfactory response and will have to escalate this further.

UPDATE 10/12/22 - In the interest of fairness, I've updated this review to say that I was able to make contact and have a friendly chat with their team on Instagram and they assured me that my proof would be imminent, which it was. They say they're sending things high priority for Christmas and hopefully it arrives in time.

This is not a UK company as they portray. This is to be noted as they are not therefore guided by the same conditions of sale. Also why trust a company that says it is something when it’s not? I didn’t know this when I placed my order in October.

I confirmed the proof the day after my order and was pleased and looking forward to the delivery. It has never arrived. I’ve corresponded with Thomas and Vanessa who just fob me off with another excuse.

Don’t waste your money!

EDIT 09/12 - my order was placed in October. Even with strikes I should have received this by now if the company had sent it. Today is the first day I have had tracking information sent at the same time that I received a response to this review. It’s poor customer service. If it arrives I will update this review but I’m not holding my breath.

EDIT 17/12 - the picture showed up!! The digital download has not

EDIT 24/12 - the digital download has now been sent.
The product itself is actually what I wanted. It is just such a shame that it took far longer than they indicated, and that I have had to badger to get an update/response from customer service. I believe the only reason I got a response is because I reported to my bank that the item has not been received and they contacted the company as part of a dispute. If you are happy to go through all of this to get a picture then good luck to you. Personally I won’t be using again or recommending this company.

Avoid this company. They sent through proofs to check of the 'paintings' of the two dogs I'd ordered to the tune of £100. They were truly bad. Wrong eye and fur colour. Looked like a general portrait of a breed of dog rather than my dogs. Provided good quality photos so no excuses. I provided comments and the next versions were just as bad. Emailed them and recieved an automated reply saying they would respond within 24 hours. That was 4 days ago and follow up email has also been ignored. Next step will be to report them to trading standards as appear to be a dishonest company who have effectively stolen my money at this stage.

UPDATE: After posting the Trustpilot Review I finally recieved a response to my email. Effectively, they refused to agree that there were issues with the drawings and stated that my only options were that they would do new proofs or cancel the order and refund me, minus a £7.95 fee per drawing (2 in my case). When I refused this, they then went on to blame the photos I had uploaded, stating they were low quality and taken from a challenging angle. I noted that at the point of submitting the photos, before I completed the order and paid, they had not raised any concerns about the quality of the photos. When I questioned how something as basic as eye and fur colour could be wrong when using clear photos, they stated they used AI to determine colours. Which is strange given these are meant to be realistic drawings of your pet and you have to pay this £7.95 fee for the drawings. Am I paying a computer? I told them to refund the money, minus the two drawing fees and am now taking this up with the ACM in Netherlands and the CMA in the UK, both consumer rights agencies. The amount of my money they have withheld from me is annoying but not the key issue here. It's the fact that they taking money for a shockingly poor product that bears no resemblance to what is advertised, and in the case of pets, this has an emotional angle for customers. They also take an age to answer each email you send back. Looking at the reviews on Trustpilot, I am clearly not the only person who has fallen foul of this moral vacuum of a company and I hope that the action I am taking results in them being held to account.