Frames by Mail

Order a frame ($139.00) with double mat. It was a wooden frame. Had not received for two weeks. They never sent me an email on the order or any emails on shipping. I had to email them from their site but they did not respond. No one speaks to you. I finally get the product. On stapled corner of the frame, the wood joint has a space in it. A large space. The mats are cheap. Not very thick. I am emailing them and sending frame back. Asking money back from Discover. These people should find another profession because they don't know what they are doing.

Ordered items in June, was told one frame was on back order and would wait to send order however was charged for items already processed. One was matte for frame they didn't have, I asked if items could then be sent since already charged. It's Sept. 1st and still have not received frame but have matte. I have requested other frames as they say still not in stock and usually don't even get response. I never write reviews but this has been the worst customer experience I've had and want to help others from the same experience.

We ordered a custom size frame. It arrived in perfect condition within a week. My email inquiries to customer service were answered in a timely manner. We could not be more pleased with the product and the time it took to receive the frame.

My former boss is leaving the company and I wanted to order a frame with my photographic work as a gift for him. I placed the order on 4/14. After waited for two weeks, nothing happened. When I checked on status of my order on 5/7, they said it was never ordered and they promised to rush order this. When I checked today, they said they are still working on it without giving me details at all. At that point, the agent online offered to cancel the order without even apologize for the delay here. I am gonna have to figure something out quick for my boss since he is leaving next week.

I have used FramesByMail for years (maybe decades) and have found them to be excellent. My orders came quickly, were almost always exactly what I ordered, and anything amiss was taken care of immediately. However my last order was weeks late, one of the plexiglasses was chipped in the middle, and another was the wrong kind. Several emails to both of their addresses have gone unanswered, their Chat bot is not working, and no one answers their phone. Even trying to just order replacement plexiglass comes up with a message that orders can't be taken now. I hope this is just a temporary glitch in their business and not that they are going out of business. I wish I knew which it is.

Horrible company. Bad quality frames, bad customer service. I ordered a couple of frames and had a number of issues.

1. Nowhere in the product description does it mention that the frame comes unassembled.
2. The frame colour does not even look remotely close to what appears on the website.
3. The plexiglass came with a massive crack in it.

When I sent a request for refund, it was ignored. When I responded to one of their spam emails, an owner called me but said they couldn't refund to Canada. She said she would replace the broken plexiglass, but I'd have to pay full price for new frames. I cut my losses, but will never be ordering from this company again. I'm shocked they are still in business.

As this was my first order, I don't know how their service is if averything goes right. Howver, my order was shipped by UPS and was declared lost in early August. I filed a claim, but input from Frames by Mail is required to complete it and activate my refund. In spite of several attempts to contact them - by email, as the chat staff always seems to be out and there is no phone number available - i have received no response.

The frame arrived with cracked plexiglass
I received no response to my email
Horrible business
Don't waste your money with these people they don't deserve it
I will find every way to review this company the worst way humanly possible

Buyers beware. This is internet deception at it's finest because the company sells frames that imply "no assembly", yet when you receive the item, it requires a NASA engineer to understand the cryptic instructions to assemble.
I only wanted a basic silver metal frame for a print, no matte, no plexiglass, no backing, no liner... JUST A FRAME.
However, this frame came with at least 20 pieces of hardware to assemble AND you need a tool, a screwdriver. Ridiculously complicated for anyone.
To say I was disappointed would be a great understatement. THEN, I read the Return Policy and the tears start: Must be returned 14 days from SHIP date (not the date you receive the item to even know if you're not satisfied), 20% deductible fee for restocking (more like re-suckering), buyer is responsible for return shipping charges, AND you have to call for a "Return Merchandise Authorization Code". WHAT?!
Let my learning experience be a warning to all who even think this company has your satisfaction as a goal... It does NOT!