Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a frame and realized it would not fit my project. I tried to make a return and the company wanted to charge me the full shipping amount to send it back. When I asked how to avoid this (which is reasonable, considering I purchased this on ******), they offered me a 50% refund instead. That's not acceptable to me. I am entitled to a full refund for the product that I no longer need. How can a company keep 50% of my money and give me no other course of action?

  Business response

  12/26/2024

  As per our return policy, the customer can return the item and will be refunded for the full order minus the shipping costs, both ways.
  that is our return policy. 
  
  The customer did note that they "no longer wanted the item". as such, this is an issue on their side and they need to take responsibility for that. 
  While we understand that return shipping can sometimes cost a lot more than the item itself when shipped back and because the customer reached out for an alternative, we offered one. They can keep the product and try to find a different use for it, and we would offer a partial refund as a courtesy. If this courtesy policy does not work for them, then they can return the item for a full refund minus shipping costs both ways as per our policy. 

  on top of this, the customer started to threaten us with negative feedback which they clearly just started with here. Threatening with negative feedback is never a way to request help. As this is an order that was processed on ******, the return needs to go through amazon.  

  Customer response

  12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company did not post their return policy on ****** and nowhere on their website does it mention that the customer is responsible for return shipping. 
  

  In this case, the company needs to take responsibility for their products and stop acting like a shady online seller. My threats of negative reviews are not threats. They are truthful and accurate and the company knows this.
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *********
  
  
  
  
   
  

  Business response

  01/02/2025

  This is not our return policy. We merely sell our items on the Amazon platform and have to abide by their rules. The return policy, is Amazons', and when you click on the link from your Amazon order page they do list their full policy that we are beholden to. We offered the options available to us prior and would again encourage you to revisit those.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for two matching frames and paid for faster shipping on 8/28/2024. The frames that arrived on 9/2/2024 did not match on all sides. I communicated with customer service immediately, providing photos and descriptions. A "replacement" frame was sent without any sort of faster shipping or attached hanger and arrived 9/10/2024. The color of the "replacement frame" was even less of a match. Again, I communicated with customer service immediately, spending over 30 minutes in an online chat, providing photos and descriptions. The resolution reached was that I would receive a $20 refund (due to the delayed shipping) and another replacement frame that matched, had a hanger, and would be sent with faster shipping. The next day on 9/11/2024, I was sent the attached email from customer service. The phrases used such as "antique appearance"/"antique-colored"/"unique"/etc are listed no where under the frame's description. My total paid was also $108.71, not $20+$68.71=$88.71 as suggested by customer service. My original order confirmation that shows this total is attached as well. As a consumer, I do not have the bandwidth or energy to follow up with this company any further, but would like a full refund at this point or simply a matching frame as ordered.

  Business response

  09/12/2024

  We sincerely apologize fo **** the inconvenience and we did try our best to satisfy the customers needs, a full refund was issued as well 3 frames were kept by the customer. 

  Customer response

  09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please remove me from your SMS message marketing list at ************). I continue to receive these text messages on my phone that I never subscribed to.

  Business response

  05/03/2024

  We have removed your phone from the *** list, that being said if you had responded stop it would have done that for you as well.

  Customer response

  05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  

   

   

  
  
   
  

  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am also getting text messages 2 to 3 times a week every week for the last three months. I keep replying that I dont want them anymore. Please stop. By law, youre supposed to stop soliciting if you have been asked to stop. Your text messages are excessive and against privacy laws.

  Business response

  04/17/2024

  We are very sorry about this, we are working on it with our service provider and we will have it corrected in short order. Please forgive us for the annoyance.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Recent I have been constantly spammed with text messages from these guys with offers and discounts and whatnot. I havent even done business with them since, I think 2018. I tried to log into my account to stop it, but the unsubscribe for 'number' button just says my number isn't subscribed. I also tried to message them through their site, but its so buggy that my message failed to send twice...I don't know what brilliant mind at arttoframe thought this was a good idea, but Spamming long ago served customers relentlessly isn't the best way to convince them to shop with you again.I'd like them to delete all of my personal information, delete my account, and cease all contact with me.

  Business response

  02/16/2024

  We sincerely apologize, and we have removed you from our contact lists and you should not receive any communication going forward.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I keep receiving text messages (1-2 times a week) about deals, even though I have unsubscribed from alerts and after every text message I block the number and report it as spam. They keep texting back with a new number. Hitting 'STOP' to cancel also doesn't work.

  Business response

  11/28/2023

  HI ******

  I do apologize for any inconvenience

  Under your account settings you do have the option to unsubscribe from receiving any texts or emails 

  I have removed your contact from the mailing list. And you should no longer receive any messages . 

  
  kind Regards

   

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a frame with glass for a client who purchased an artwork from me. This frame arrived well packaged but after removing packaging, I found a chip in the corner. I cant very well ask my client to pay fro a frame with a chip.I emailed the company on the defective frame. The person who emailed me back, *** has deducted ship costs from the original payment. I should not have to pay for any ship costs and the return label should be free of charge.

  Business response

  06/09/2023

  HI **********;

  HI *****
  I do apologize for the confusion
  When an item arrives defective, our policy is to offer a replacement item 
  or a full refund if preferred
  A full refund has been been processed 
  Kind Regards
  ***********;

  Customer response

  06/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a custom frame and mat on ArtToFrame website on 10/31/2022. After submitting the order I got an error message and never got a confirmation email. So I placed the order again... Exactly the same frame, this time the order went through and I got a message on my screen saying the order was received. I did NOT get an order confirmation email. The next day I get two emails that show my orders have shipped but there is nothing on the emails that say what is in each shipment. The two shipments weigh two different amounts so I assume that one is the frame and the other is the mat. (Why are two exact same size frames being shipped with such different weight amounts?).The packages arrive and it is both the initial order and the secondary order (two frames/mats that are exactly the same). When trying to return the extra one I am being told that they don't send return labels.. that I have to ship it back myself. The cost to ship is as much as the frame. If ArtToFrames doesn't want returns they should 1) send out an initial order confirmation email that includes what is in the order. 2) the shipment email should include details of what is in the order. The duplication could have been stopped right away had that been done. I just want them to send me a return label so i can return the duplicate and get my refund. I can provide pictures of the shipment emails but I can't attach here as they have personally identifiable information on them.

  Business response

  11/08/2022

  HI ******
  Looking at your orders I do see there 2 separate orders placed for 2 different items 
  one order was for the custom frame only, 
  And the other order was for a custom frame and a separate mat
  
  
  It seems both orders were processed and shipped out separately
  As one order was just for a mat itself and no frame, the packaging will be different thus not weighing the same amount. 
  
  
  If you would like to donate the item to a local charity of your choice
  I can process for a refund on the frame, and you would not have to send the item back. 
  
  
  Kind Regards
  ***********;

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have purchased an e-card for the amount of $50.00 for my fianc through online.My fianc didnt need/want it so I asked for a refund of the UNused card and it has been days with no call back and now they had blocked my number and stole my money.

  Business response

  10/19/2022

  HI ******

  I apologize for the delay, we were closed several days in observance of the Holiday. 

  The order has been cancelled as per your request, And a refund has been issued for the cancelled order.

  Kind Regards

  ***********;

  Customer response

  10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I have not yet received my refund.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  10/26/2022

  HI 

  I do see the order has been cancelled as refunded as per your request

  I did check the payment and do see the refund has gone through.

  It does go back to the same form of payment it was purchased with

   

  here is an image of the refund .

   

   

  Kind Regards

  ****** 

  Customer response

  10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ArtToFrame.com shipped me a small piece of cardboard when I had ordered a nice frame with an enclosed picture for Fathers Day. When I inquired, they said it was an outline for a frame and this was obvious when I placed the order (it was not - you download an actual pic and select a frame).NOW THE WEIRD PART - They put this small piece of cardboard trash in an 8-foot, unwieldy shipping package. And said they dont pay for returns. The cost to return the item was over 3x more than the actual item! So no one would do this. Its by design - put trash in giant box, make it impossible to justify returning. STAY AWAY!

  Business response

  06/24/2022

  Hi 

  Looking at your order I do see that it is for a mats only

  The price paid for the order does reflect the item selected,

  and the email confirmation you received when you placed the order does state that the item ordered is a mat

  please take a look at the attached image. 

   

  If you do not want the item received it may be donated to a local charity of your choice, and once an image of the donation receipt is sent we can process for a refund on the order. 

  Kind Regards

   

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  It is entirely unclear to the Customer what is being ordered, esp. as I was requested to download an image in the process (I never actually got that image). MORE concerning, is there refund and return policy. They package small pieces of cardboard trash (referred to by them as a "mat") into giant 8-foot boxes then tell you they won't do a pre-paid shipping label. The result is by design - the item will be more expense to return than it actually costs, so the Customer can't justify the return and is stuck with the piece of cardboard. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

*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. ↩