Custom Frame Solutions

3 of 4 items in an order I placed came damaged: mat with a big mark on it, a dent in one frame, another frame with 3 out of 4 joints with huge gaps and corners damaged when the pieces were cut ( I mean a really bad assembly job). They replaced the mat and then stopped answering emails or their phone. If you look around the internet you will see complaints by other people stating the same thing; you have an issue and they stop answering the phone and ignore emails. I stopped payment on my credit card which got their attention. When they agreed to replace the frames I reversed the stop. Rather than honor their side of the agreement they have made up excuses not to; and I cannot re-reverse, if you will, the credit card payment the bank has informed me unfortunately. It has been months. Finally I've filed a complaint with their states, Virginia, attorney general consumer division. If you made the mistake of doing business with these scammers here is a link to their page where you can file your own complaint. http://ag.virginia.gov/consumer-protection/index.php/file-a-complaint Their Revdex.com rating in Virginia is a big fat F btw; information I wish I had had earlier.

Review: 1/4/2014On November 14, 2013 an order was place online with Custom Framing Solutions.My order came through [redacted] and was damaged. I contacted Custom Frame Solutions the same night and ask for the order to be pick up to take back to the Company, I did not get a positive response. The next day I contacted [redacted] and reported the damage and a refund was made to Custom Frame Solution from [redacted], and in the meantime Custom Frame Solution is holding me reliable to pay for something that is damage and no use to me. I am told by [redacted] that a refund was made to Custom Frame Solutions to cover the damage cost and Custom Frame Solutions refuse to refund me of what they charged on my credit card.Desired Settlement: I do not want a replacement what I want is a refund from Custom Frame Solutions.

Business

Response:

Dear [redacted] or to whom it may concern from the Revdex.com,This letter is in response to the complaint received by the Revdex.com and assigned an ID of [redacted]. The customer ordered a large custom frame from our company and reported that it arrived damaged. We informed the customer that our policies allow for a replacement of the custom frame at no cost to her, but she declined and wanted a full refund. We explained that we do not provide full refunds on custom orders because of damage (only replacements) since doing so would invite some who receive their custom items and change their mind, to damage the custom item to get a full refund.Customer refused to abide by our policies and decided to dispute the matter through the credit card agency. The credit card agency made an inquiry into the matter and collected all relevant facts and ruled against the customer.The customer handed the package with her custom order back to [redacted] indicating that she refuses it. [redacted] did not provide our company with a credit, but rather returned us the package and charged us for the re-shipment costs.A refund was issued today to the customer for the cost of the returned custom order in accordance with our return policy which is a refund for the cost of the custom item ordered minus a 25% material waste fee and shipping cost paid.The customer's desire for a full refund on a return of a custom order after declining our free replacement policy for damaged items, is unwarranted and unjustified and against our policies which she agreed to at the time of purchase. Her case was made to the credit card agency, which ruled against her. She is now attempted to use your institution for concessions that against our policies and that she is not entitled to. She has been justly refunded for the return in accordance with our return policy.Sincerely,Sales Department Custom Frame Solutions

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted] I wanted to return the damaged item but when I ask for a prepaid return shipping label Custom Frame Solutions refused.Then, I called [redacted] and reported the damaged of the merchandise I was told that they would handle it and not to worry about sending it back they will fully reimbursed Custom Frame Solutions for the damaged merchandise and through Custom Frame Solutions I will be fully reimbursed. I talked to many Supervisors at [redacted] on different occasions and they said many emails are sent to Custom Frame Solutions to fill out a certain form and have it send back to [redacted], and they called Custom Frame Solutions and spoke with [redacted] at [redacted]. Listed are the dates and the names of the people I talked to in [redacted] billing department [redacted] employee number [redacted], [redacted], [redacted], [redacted], etc... on 11/20/13, 11/21/13, 11/22/13, 11/25/13, 11/29/13, 12/18/13. Sincerely,[redacted]