Custom Frame Solutions

On May 4 2024 I ordered a frame with a linen liner. A package was delivered on May 18. Upon opening the box the frame was wrapped inside, however, the liner was missing. I have sent email and left messages on four consecutive days without a response. I now have a frame I cannot use, a company which won't fulfill my order, and worst of all, a non-existent customer service department which won't return email messages. They obviously don't offer a way of speaking directly with someone by phone because they don't want to deal with the avalanche of disatisfied customers. Do not order from this company!

Like so many others, I similarly received the frame moldings unassembled. I take partial responsibility for not reading everyone elses reviews and not thoroughly scouring their website. When selecting the frame molding, there is no mention of assembly required. However, in the shipping section, they do state that the frame is shipped unassembled. Now as it relates to assembly, the assembly is not as straightforward as their instructions suggest. The miter cuts and routed slots for the thumbnail inserts on my frame moldings did not align and those that did, had so much play that they didn't tightly close the miters. I'm a woodworker so I had mither clamps that I used to construct the frame. If I had not had the tools and the skills to put this frame together, I would have wasted a lot of money. I will never use this company again. Don't waste your time and money with Custom Frame Solutions. There are other better online options. I have found another online frame source in Eugune Oregon that is excellent and the quality of their fully assembled frames is superb as is their customer support.

I purchased 2 frames from them. First they were weeks late in shipping. When they missed the holiday delivery, I contacted them to cancel--no response. In late January, I finally received several pieces of wood--no one would call this a picture frame. I repeatedly emailed them to return the wood or obtain glass, backing and hanging materials. No response. Finally I disputed the charge with my credit card. The credit card agency sided with me. I again emailed them to return the wood pieces. No response. Now 6 months later, they want their wood back. After having it on my counter for months, my credit card company advised I throw it away. Now they are demanding payment or threatening my credit rating. HORRIBLE HORRIBLE PEOPLE

I purchased a custom frame and received 4 sticks. No directions...nothing... Hundred dollars and received literally 4 sticks.

I wish I would've done a bit of research on them before placing an order to the scam artist(s). How they still have a website up to rip people off is puzzling. If you want to confirm this is a rip off website, try calling them and you will find out this is NOT a real business.

Do not order anything from these people! The workmanship is complete crap, they will not ship your order anywhere near when promised, you can only contact them by email. Good luck getting them to respond, I sent them numerous emails for a month, asking status, no response, asked them to cancel my order and refund my money since they can't communicate...no response until after I finally received it after asking them to cancel my order. They made these mistakes but will expect you to pay the shipping back plus 25% restocking fee on a crap frame that is cut crooked and doesn't fit together.

Don't order from them!

I placed an order in November of 2020, which I finally received in Late January of 2021. All of the cuts they made had chipped the wood veneer as if they had used a dull blade and looked terrible. I immediately reached out to their customer service both by phone and email, only to learn their phone number no longer worked and to wait three weeks before receiving an email response only after I informed them I would be filing a claim against them if they did not respond. They said they would make the order right. Two months later, I still had no contact from them, nor the replacement frames they had promised. I filed a claim with Paypal, just to be told that I had to return the frames at my cost to maybe get a refund.

Never buy from these low quality, non-communicative liars and cheats.

They delivered my product 4 months after ordering it. We highly UNresponsive to email communications; there is NO way to get anyone on the phone. They did not deliver the pieces to connect the frames. Said they did, promised to do so at least three times. Never did.

This is a shameless company.

If I could leave a 0 rating it would be more appropriate. I am convinced this company is pure fraud or a coverup for some 'other' business. I placed 2 orders. One - June 7th. One - July 6th. They took immediate payments. I gave them some wiggle room for covid-19 issues. But when months went by and I hadn't seen products NOR gotten a word from this company, I stated TRYING to contact them. First tried their 'customer service' link on website. [email protected]. No response. Then tried over and over again via that e-mail. No response. Then searched online for phone number. Found one. Called and called and called. Always leaving a voicemail. No response. Finally got an e-mail back from the sales e-mail stating they apologized as they had sent to dept for response. So I waited yet another week with no response. E-mailed them again. They answered back in 2 days that they were forwarding my (angry) e-mail to the "shop manager". No response. Now I'm beyond angry. And let them have it. They replied THAT day - my shipments would be shipping. I replied back only "WHEN?" in the largest e-mail text I could find. Response back that day - 'end of this week or next week'. Yet when I go in their website and look at "My Account" status it still reads "Paid" and "Unfulfilled" for both orders. Save yourself hours of headache. DON'T BUY FROM THIS SHODDY COMPANY ! Some governmental agency should take a good close look at this strange business.

I ordered in May, and waited till July to receive my custom frame. I get it, it was delayed due to Covid. Once I got it, the parts were too small to hold the frame together. I wanted a refund and reached out but no response. You can’t even get ahold of anyone on their CS #. I get an automatic email stating they have forwarded my email to a “refund” department. I still have not heard back from anyone. It looks like they rushed everyone’s order without measuring correctly leaving countless number of unsatisfied customers. We spent a lot of money on this frame and it’s a piece of junk now.

Custom framing solutions, has sent a part of my order, of 2 painting frames, and equipment. The 1 frame was not evenly cut, and nothing to put it together. I have not received the equipment, the 2 hanging sets, and 1 frame. The endless calls and emails have never been responded to. Please do not do business with this company!

I rarely leave any comments or reviews, but my experience with Custom Frame Solutions has been terrible. I have worked with three other custom frame companies, and none come even close to how awful this company operates its business and treats its customers. They have misrepresented their product, delivered months late, and delivered not even half of what they promised. To add insult to injury, it was only after three attempts that I finally received a response to my repeated pleas for assistance. And even then, it was a classic dismissive "sucks for you" response. DON'T WASTE YOUR MONEY ON BUYING ANYTHING FROM THIS COMPANY. THEY ARE AWFUL!

I placed an order with Custom Frame Solutions on 5/21/2020 (without doing my. homework on this company...their website reviews are great?). Approx 2 months later, I still have not received my order. However, the funds were deducted the day I placed the order. I have attempted many times to contact a representative via phone and emails and no luck. I now see many negative reviews of my same issue...I have placed a complaint with the BBB. Please beware of this company.

Due to Covid19 delays I waited months for my order and did not cancel it. When it finally arrived both of the frames I ordered were too small. I double checked the ordering instructions and I had followed them perfectly. Emails to the company went unanswered and when I finally got a response, the representative was argumentative and disrespectful. He also refused to acknowledge that an error was made and told me that I should have calculated a measurement that had nothing to do with the instructions given on the ordering page. I have submitted a claim to my credit card company. This is the worst company I have ever dealt with and the rudeness of the staff was shocking.

I have received part of my order weeks after I placed it. One of the frame borders has a different profile then the other three; as a result, the pieces do not fit properly together and there is a gap at the corner.
I sent several messages to this company and did not receive an answer, they also do not answer their phone. In addition, the frames are not even assembled! I asked for a refund and return instructions and received no answer.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The frames were very obviously defectiveThe pictures I provided of the severely warped frames , and the offer to send them back for their inspection , which they would not even bother to look at them is unacceptable .Regardless if % of all their other frames according to them with zero proof that no one else complained , is nothing but talk with out actual facts to back them is ridiculousThe only one that has never made a mistake on this planet is Jesus ChristI do not recall Jesus Christ listed as CEO of this companyNor do accept the fact they can sell totally unusable product with zero repercussions I have facts, I have the defective product, and I will expose this incident by facts to all social media to help the public beware of how this company will respond to shipping and selling unusable productsIf the Revdex.com disagrees and closes this case , I will petition the Consumer Affairs Office for action This is not a third world country or China ! We are in the USA and as a business owner my self , I find it disgusting a company like this will not even take the frames back for inspectionBut instead respond in way with no accountability or possibility of financial loss for their own mistakes They will not pass this junk on to me without repercussions This company is not meeting any common ground to resolve this issue, 50% off is a joke if you see what they sent meThat's like buying rotten expired food at the grocery store, you point it out to the cashier after purchase and she says sorry for your problem, here is half your money back now go by what you want that is not rotten and expired at full priceSo now you have wasted your time and paid 150% for something that was zero % your fault to begin with That is not right in any country Regards, [redacted]

This company has some of the worst customer service ever. I've been trying for nearly two months to get my order fulfilled and they just can't do it. I ordered two frames in December of 2015. One frame was fulfilled correctly with no problems. The other frame, a major issue. First they sent the wrong one. It took forever to convince them they sent the incorrect frame. Then the new frame was cut incorrectly. At first, they didn't want to deal with it until I sent in pics. Then the replacement had the same construction issues and this time, they're ignoring my phone calls and emails.
If you get your frame, no problem. However, if any issues arise, good luck trying to deal with this company. I'm calling my credit card company to dispute the charge since no one at CustomFrameSolutions.com is responding to my calls or emails.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  The frames were very obviously defective. The pictures I provided of the severely warped frames , and the offer to send them back for their inspection , which they would not even bother to look at them is unacceptable .Regardless if 99 % of all their other frames according to them with zero proof that no one else complained , is nothing but talk with out actual facts to back them is ridiculous. The only one that has never made a mistake on this planet is Jesus Christ. I do not recall Jesus Christ listed as CEO of this company. Nor do accept the fact they can sell totally unusable product with zero repercussions .  I have facts, I have the defective product, and I will expose this incident by facts to all social media to help the public beware  of how this company will respond to shipping and selling unusable products. If the Revdex.com disagrees and closes this case , I will petition the  Consumer Affairs Office for action.
This is not a third world country or China ! We are in the USA and as a business owner my self , I find it disgusting a company like this will not even take the frames back for inspection. But instead respond in way with no accountability or possibility of financial loss for their own mistakes.  They will not pass this junk on to me without repercussions.  
This company is not meeting any common ground to resolve this issue, 50% off is a joke if you see what they sent me. That's like buying rotten expired food at the grocery store, you point it out to the cashier after purchase and she says sorry for your problem, here is half your money back  now go by what you want that is not rotten and expired at full price. So now you have wasted your time and paid 150% for something that was zero % your fault to begin with.  That is not right in any country.
Regards,
[redacted]

From: [redacted]<[redacted].com>Date: Thu, Sep 1, 2016 at 4:16 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Hello,Regarding the above...

complaint number, I wanted to let you know they finally made contact with me after I said I was contacting the Revdex.com.  I have currently mailed the custom frame back per their instructions and am awaiting for the full refund.Thanks,[redacted]

January 8, 2015
Dear Revdex.com,
We received your letter dated Tuesday, January 6 2015 regarding complaint (ID [redacted]) from a customer about an online purchase made with our company. We read the entirety of the complaint, pulled up the order and correspondence history...

which show that we have attempted to resolve this matter with the customer and have even made exceptions to our policies to do so. The customer's statement to the Revdex.com contains important omissions and inaccuracies which we believe are misleading.On October 14th 2014, the customer placed an online order for six custom frames and six custom acrylic and foamboard packages. The order went into the shop queue the next business day and the custom frames were made and shipped out on October 23rd via [redacted] and delivered on October 29th ([redacted] tracking # [redacted]).The customer claims that the frames he received of our frame style [redacted], one of our most popular satin black solid wood custom frame styles, was warped and hence defective. What he omitted in his statement is that he made this claim to us on January 4", more than two months after having received the custom items. The policies posted on our website and the terms of sale which he agreed to at the time of purchase state that any reports of shipping damage, workmanship issues or product defects need to be reported within 3 days of receipt of the custom items  (http://www.customframesolutions.com/pages/policies). Internally, we routinely make exceptions if any issue isreported within two weeks of receipt. The reason it is important to report damages or issues soon after receipt for not just our company but most any company is that damage or storage related issues can occur after receipt and while in the possession of the customer for which the company is not responsible for. The customer claimed that all six custom frames were warped. We examined our records going back over a year and did not find a single instance or report of warp-age for that frame style from any other customer. We explained all this to the customer, but still offered to refund half the cost back to the customer even though we are under no obligation to do so.
The customer subsequently communicated that he would provide poor reviews about our company on social media and the internet in order to harm our business. We replied that he is legally obligated to not provide false or misleading statements, which as evidenced by the omissions in the customer's statement, he has done with the Revdex.com by not communicating that he did not make a claim to us for over two months after having received it and that that far exceeds the terms of sale as stated in our policies which he agreed to when he placed the online order. If we had any indication that the customer's claim is valid based on other data available to us, we would make a full exception of the terms of sale, but there were absolutely no reports of the frame style the customer ordered being warped from any of the hundreds of customers who ordered that frame style within the past year, and thus we do not readily accept that this issue that the customer claims affects all six custom frames, existed at the time of receipt.
We feel that our offer to compensate 50% of the value of the custom frames given that the customer has no valid claim based on the reasons stated above, was beyond fair. We are open to hearing the thoughts and recommendations of the Revdex.com on what the Revdex.com feels is a fair resolution given the circumstances stated above.
Sincerely,
Custom Frame Solutions