Complaints

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered a framed picture for 143.91 and they charged my credit card for that amount on September 1, 2021. To date I haven't received my order. I have attempted to contact them at least four times by email and three times by phone. My emails have gone unanswered and when I call them I get placed on hold and no one picks up the call. I checked my "order status" on their website and it doesn't even show as ordered.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ordered Frame on 9.14.2022 was informed it was back ordered/out of stock. Time sensitive job at stake, I am going to lose money. I Tried calling for an entire morning to chose another style. No answer. Tried emails and chat service. No answer. No answer at 800.332.8884 or 336.887.3700. I cannot wait for the company to answer me. I have to get to work on my project and need to find another vendor. I need to talk to a Customer Service Rep and no one is answering. I need a refund or the order cancelled.

  Customer response

  09/26/2022

  I have not heard from the business in response to my complaint. I had to contact the credit card company and forward all my emails to them. Including my original email regarding a cancellation that the company totally ignored informing me they'd overnight the frame. They did not do so until a week later when I had to go elsewhere due to their lack of action or concern. an internet search will reveal many, many people going through similar issues with this company. The worst part of it all is not being able to reach a Customer service Rep and that their emails are not answered in a timely way. I almost lost a sale because of this company and they could care less.  This was a 2 week ordeal. The credit card company intervened.

  
  

• Initial Complaint

  09/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have contacted the company 5 times - via their phone number and have left messages as well as the portal to submit a question on their site. I ordered a frame on 8/28 and it was to take 3 to 5 days to process and then shippped. Each time I call the company, there is a recording that they are either in training or short staffed. I want status on my order and I do not understand why I am not getting an email back with status. The site is: https://www.pictureframes.com/ The order number is: *********   Please can someone look into this. Thank you,

• Initial Complaint

  08/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered a floating frame for a canvas on 6/18/2022. There was nothing indicating that this frame would be on back order, in fact, their confirmation email stated that the frame would be mailed within 5 days. I have never been updated unless I email them first. They’ve had my money for over 2 months while I am left without the product I paid for. I am hoping that complaints across social media will prompt them to answer- it shouldn’t be this way.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Order # ********* Ordered July 12, 2022 Order is delayed and no effort has been made to expedite completion. Emails are answered with "we're sorry, we'll update you when we know more". Follow up emails never come. The company has over $6000 of ledger credit for my account and refuses to apply it to orders and has failed to return the money as promised. The finance department refuses to communicate one on one and tells customer service reps that they will "get back to them." Over 45 days since telling me they won't use the credit on file and still no refund. To make things worse, they are now using any number of business names. The receipt says Luma, or Sensaria, and now CircleGraphics. I've included a PDF print of the receipt, and a screen snip where is shows up on PictureFrames.com

  Customer response

  08/16/2022

  I ended up needing to cancel the order with the company since they would not be able to complete in time for delivery.  The remaining part of the complaint about the ledger credit is still unresolved.

   

  Chris S****** Director of Operations, Ultimate Exposures 916-367-0671 | ultimateexposures.com

  
  

  Customer response

  08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered on July 7th: one empty gold leaf frame and a smaller matching one with digital artwork to be printed by company and placed in frame - these two items are to be hung together for a client in her dining room. The larger frame did arrive promptly. The second smaller one with artwork has still not arrived. Their phone number is no longer operational. Emails are ignored. Yet I get promotional emails from them daily trying to sell me more merchandise. They are happy to take money, but not able to deliver ordered goods. If the item cannot be delivered immediately, I want credit for both items - since I need the two items to match.

  Business response

  08/05/2022

  Refunding full price of the order on 8/2/22

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a frame from their PictureFrames.com site. It is damager - all 4 corners have gaps. I sent an email to their customer support with pictures on July 8. There was no reply within the 3 day window. I resent the email on July 14. No reply. I sent a facebook message through their official, verified page - they read it and did not reply. I called their customer service number and no one answered and option to leave a message doesn't work. I want a replacement frame that is properly made or a full refund. Preferably a replacement. It is order # ********* and it is the frame that is approximately 24x28 inches.

  Business response

  08/05/2022

  Spoke with customer and sent replacement order that was delivered on 7/26/22

• Initial Complaint

  05/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been getting the runaround from this business in my attempts to get them to refund my money for a frame that I ordered and which they manufactured incorrectly. Timeline is below. They fabricated a frame and matting/backing to completely wrong dimensions and they did it twice. I have gone through all of their "hoops" to return the merchandise and this whole transaction has been going on since April 26, 2022. To date, I have no frame and no refund, and only vague assurances that my refund is being "processed". I would like my money back - no more excuses and no more delays. Graphik Dimensions LTD. / pictureframes.com transaction timeline: Original order placed 3/26/2022; when order arrived it was completely wrong dimensions - both inner and outer. Talked to rep 4/7/22 - spent almost a half hour on the phone reviewing my requirements for correct dimensions, went over measurements with rep on the phone; assurances made that correct dimensions recieved and ordered; was issued a ups return label Returned original frame on 4/13/22 - frame received by company 4/19/22 Second frame received by me 4/29/22 - dimensions wrong again, and in addition mat was the wrong color; called and talked to a phone rep and was instructed to “take photos” and email them to customer service - was also advised to discard frame, as they would not accept a return 5/3/22 - followed up on status of refund, was informed that I WAS REQUIRED to return the frame - was issued a ups return label; second frame shipped via ups on 5/11/22; frame received by company 5/17/22 As of May 23 - package confirmed received, that it is “processing” and being “inspected”; no information about when or if they will issue a refund. As of May 29, no issue of refund.

  Business response

  08/05/2022

  Reaching out to customer to determine best process for a refund.  Original refund was rejected due to use of Visa gift for purchase - Visa rejected refund.

  Customer response

  09/20/2022

  As of today, September 20, 2022 - business has not issued a refund, and has not tried to contact me in any way at all (either via phone or email or snail mail) to attempt to refund my money.

• Initial Complaint

  02/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  - Date of transaction: 2/5/22 - Amount: $645.13 - What the business committed to providing me: Shipping in 3-5 business days - Dispute: It is now 2/20/22 and I have yet to receive my item and a viable tracking number of shipment. I reached out to the company via chat on 2/18. They gave me a tracking number and said my item shipped on 2/17 (beyond the 3-5 day window). I asked for a shipping refund and they said they couldn't provide it because they couldn't promise 3-5 day shipping. This was the reason why I decided to purchase with this company and it explicitly says on their website and at payment that shipping will be 3-5 days. Additionally, when I tried to track my shipment with *** *********, it said that the tracking number didn't exist. I asked why and the customer service agent said that the company needs 24 hours to update it. I waited two days and it still doesn't exist in the *** system. - I'd like expedited shipping and I'd like a refund on shipping. - Order number: *********; Tracking number: *********

  Customer response

  03/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩