Business Profile
Picture Frame Dealers
Graphik Dimensions, Ltd.This business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
03/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My transaction was on November 28th, 2022 through *****************. I ordered a custom frame that was delivered promptly. However, I was sent the wrong hanging kit and I am unable to hang the fame I paid $244.51 on. I have reached out on three separate occasions (1/10/23, 1/30/23, and 2/20/23) and have been assured on 1/10 and 2/20 that a replacement kit will be sent to me. When I reached out on 1/30/23, the representative told me that they would follow up with me via email shortly because they were “having problems seeing if any was shipped out yet”, and I never received any information. The representatives I have chatted with are Kaye T. (1/10), Callie ******** (1/30), and Linda R. (2/20). Because they do not have a phone line, I have only been able to have these conversations via chat. I am attaching pictures of the chat receipts with timestamps of the date the conversation occurred. The business has made no effort to try to resolve the problem so that I am able to use the frame I paid for. I would like a replacement kit sent to me as soon as possible. My order number is *********. The ***************** website has a widget at the bottom of their website that takes me to this business page on BBB.Initial Complaint
02/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered 4 frames of the same style: 2 10x14 and 2 16x20. (Order #*********) I ordered frames only, but confirmed prior to ordering that the frame would have all hardware to keep the picture and backing in the frame, as well as a frame hanger. The website and other advertisements stated that the company ships quickly and production takes "up to 4 business days". Only one of the 4 frames was shipped within the stated 4 business days. When the frame arrived it included hardware, but I had to install it, including drilling/screwing new holes into the wood frame for the hanging hardware. A week later, I received a second frame, the same size as the first. This frame did not include hardware and it did not include the routed grooves necessary to install the frame clips that hold the picture in the frame. Although the company offered to replace the second frame with one that includes grooves, they can not tell me when they will ship the replacement. Furthermore, they state they are unable to provide an estimated shipping date for the remaining 2 frames. It is unacceptable to advertise fast shipping within 4 business days, fail to meet that promise, and then refuse to provide any estimated shipping date. I'm not sure why they are "producing" and shipping my order one frame at a time, spread out over several weeks when they are all the same frame. And of course, as other customers have stated, the company's phone lines are disabled and the chat rep is unable to provide any helpful information with regard to shipping dates. I am requesting that the remainder of my order be promptly shipped to me including the replacement 10x14 frame. Thank you for your time.Initial Complaint
01/31/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a Blue frame with double backing for the price of $154.00, from www.pictureframes.com on January 21 2023. I received a totally different frame, one with white color and a single backing. I have tried to contact customer support at pictureframes.com via phone at (800) 332-8884, but their phone message indicates they do not answer their phone. I have sent an email to their customer service department, no answer yet. I have tried to use their chat option, no one is there to chat with. These people have a 1 out of 5 rating, which I was not aware of. They need to be completely shut down, as all the reviews speak of the same horror story, I have experienced.Initial Complaint
01/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On October 29th, 2022 I ordered 2 picture frames ( SKU GLD2 white) size 11 X 14 with non-glare acrylic and foamcore backing and paid $151.98. One was shipped and received. On their website they indicated that only one was shipped. I tried calling their toll free number and no matter what time I called got a recording that no one was available and to try their chat online. I tried that and never got a response. I have left messages on their email address numerous time and their response was always someone will get back to you as soon as possible. No one ever did. The last attempt was before Christmas, 2022, and their response was we are closed for the holidays. It is now 1/8/23 and they have still failed to ship the 2nd frame and accessories, nor have they contacted . I am not looking for a refund, only that they fulfill the remainder of that order.Customer response
01/18/2023
I have not heard from the business in response to my complaint.Initial Complaint
12/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed a large order for picture frames, matts and plexiglass on October 29,2022. The total order was $1,985.12. I did not receive the first frame, contemporary white wood frame, size 27.5 x 34.5, plus mat, backing and plexiglass. I did receive a small gold frame that I did not order. Shipping date was 11-8-22. I received the rest of my order which was full of miss cut plexiglass, cracked plexiglass and dirty mat board. The following is a list of the defects which I previously emailed to customer service. Uv plexiglass for black double gold frame picture size 24 x 34 was cut to small. Plexiglass and mat for frame # 33fgl picture size 21.5 x 29.5, mat was dirty on all sides and plexiglass was cut to large on one side. Plexiglass for 111slv picture size 26 x 8.75 was cut to long on one side. Plexiglass for 111fgl picture size 22 x 29.5 was cracked on one side. Plexiglass for 2 frames 14.5 x 22 111fgl, one was cut to short and the other was cut to long. Plexiglass for 333fgl picture size 19 x 29 was chipped on one side. I have contacted customer service multiple times but have gotten no response from them. They can not be reached by phone.Customer response
01/09/2023
The business has responded once and I have provided them with additional information including the fact that I have not received one of the frames that I ordered and paid for. I have not heard anything back from them since. So far they have made no effort to contact me or to resolve the issues with my order.Initial Complaint
12/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
The company operates *****************. I placed an order for a canvas floater frame via the website, but never received the item. The total amount that I paid was $86.32. I tried contacting the company a few times via email to get an update, but they never responded. I also tried contacting them via phone, but they had a general recording stating that they were not taking phone calls so they could catch up on their backlog of orders. In the recording, they also recommended customers use the live chat feature. However, there was no live chat feature on the webpage.Initial Complaint
12/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The frame that was sent is damaged and they will not answer their emails or phone. They direct you to their live chat on a prerecorded message on a land line and there is no prerecorded chat available on the websiteInitial Complaint
12/08/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
i received the frame without assembly hardware. I notified them immediately. They don't answer the phone, the chat doesn't work. I emailed more than 12 times between now and 11/20. a few days ago i got an email saying the hardware was being sent next day delivery and still there is nothing. I special ordered this frame for a customer who has already gotten a refund. Without the hardware it cant be assembled and therefore is useless. They can have it back.Initial Complaint
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On December 3, 2022, I placed an order using a 30% off welcome code (WELCOME30). The email I received from the company indicated the discount applied site-wide and did not indicate any exclusions. The discount appeared to have applied. However, I was charged the full amount. I noticed immediately after the order was placed and could not reach customer service to ask them to correct it. I tried to cancel the ****** payment, but the company had already accepted the payment so ****** said I needed to contact the company. I tried several times over several days to reach the company’s customer service. An automated message answers stating phone lines have been “temporarily” shut down. Email replies indicate up to 5 days for a response and to use the chat feature on the website for immediate assistance. I tried the chat feature again on December 5 and received no response via chat. Instead I received the same email saying it will take up to 5 business days and to use the chat feature for immediate assistance. They are literally running their customers in circles. I received an email today stating my order has been shipped. It has been four days since I placed the order and have tried to contact customer service. The company has completely ignored my request to honor the discount or cancel the order.Initial Complaint
12/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchase picture frames from on pictureframes.com. Both frames had poor angled cuts that did not align properly. I attempted to call for a refund but they have shut off their phones. Their online chat feature has been set to offline chat, which I have submitted 4 requests. And I have submitted 2 emails through their customer care email address. All of these messages have been dispersed over 2.5 weeks. No one will return my call, email or chat inquiry. And returns are only honored 30-days after purchase, so that's about to expire. I want to know how to return this product. My order number is ********* ****** ******** ************Customer response
12/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.The business has reached out to me directly and they resolved my complaint. Thank you
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Customer Complaints Summary
48 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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