Complaints

• Initial Complaint

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a frame on the ArtToFrames website. It was delivered and the frame was not the color I ordered. I went back to the website and there is no detailed information about my order. The only information is a small image of the frame and matte which does look like what i ordered but does not specifically call out the colors or style. I contacted the company and told them they shipped me the wrong color and they replied that they had supplied the frame I ordered, again not providing any order details except an image showing the color frame they shipped me. I called the company and left a message to get a call back from their service department last week and have not heard from them to date. I want them to ship me the frame I ordered at no cost. I included pictures of the frame I ordered with my artwork and a picture of the frame they delivered (pink)

  Business response

  03/07/2022

  HI

  The email confirmation on the order  was sent to customers email with the details of what was ordered 

  The item ordered was a Pink Farmhouse Style  frame with a basil color mat,

  A barnwood frame was not ordered as the customer is stating, 

  
  Based off of what was ordered and the images the customer provided the correct item was received

  we did provide the return instructions, where the item can be sent back for a full refund. And a new order can be placed for the new frame style wanted. 

  kind Regards

  ****** 

  Customer response

  03/07/2022

  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]

  I have requested a copy of my actual order with detailed information regarding the frame and matte that was in a written order. This has not been provided. Also, there has been no information provided regarding a return.
  

   

   

   

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

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

  Customer response

  03/07/2022

  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]

  The order uploaded to BBB by arttoframe was never sent to me prior to toady. It has no date on it and it has a note Pink Farmhouse Style - UPDATED 2019 picture frame ( 14.75x20.875 Finished Size ) - Basil Mat with Regular Glass which suggests arttoframe substituted Pink Farmhouse for the frame I had selected. I attached a screenshot of the order as it appears on the arttoframe website when I pull up my order. The frame is a dark (not pink) and the matte is green.

   

  I am not paying to ship back a frame I didn't order. If they provide me a label, I will return it as long as they agree to replace the frame with the correct color.
  

   

   

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

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

  Business response

  03/07/2022

  HI ******

  The correct item was received based off what was ordered 

  s  I can not process for a different frame to be sent out. 

  If you do not want to return the item  and we do not provide prepaid labels. we can offer an alternative option

  to donate the item to a local charity and just provide an image with the donation receipt and we can process a refund on the order without having you send it back 

  Kind Regards 

*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. ↩