Frames R us Arvostelua 22

The first frame I received arrived damaged, but the customer service was very responsive. I emailed photos and followed up with a call, and they arranged a replacement within 2–3 days, which I appreciated. Overall, a positive experience. For the price, the quality is decent: it’s not the sturdiest frame, but the made to measure option, especially for larger sizes, is a definite plus.

I used this website recently for the first time and I’m very pleased with the frame I chose and for the customer service I received. The website is clear and specific about what you need to detail to get the expected outcome.
I was unsure about what accessories I might need so phoned and spoke to a very helpful lady who kept me right. I then ordered and received my frame sooner than I expected and it’s perfect. Thank you!

I was disappointed with the quality of the frame, it's not what I would expect for the price. Nothing inherently wrong with it and it looks ok but it feels cheap and flimsy. I'll go to my local picture framer next time.

This is the email I sent them after I received my order.

"Just to say my order arrived today and all was spot on. Well done to all at Frames R Us,  I wish there was more companies like yours around. Happy to give a review if you send me the link".

I have ordered many custom frames from this company and all have arrived quickly and in perfect condition. I measured the pictures as per their instructions online and the frames were the correct size. Excellent small company who I shall continue to support with my orders.

Contrary to reviews I've read on here, I've had zero issues with the frame I ordered. Specifically I ordered a deep set white frame with a black background and a clear acrylic sheet for the front. Everything came exactly to the sizes I specified, which was easy to work out given the clear instructions on each section describing exactly what information I needed to provide.
I'm noticing many negative reviews about frame sizing and customer service, but it seems like these are mostly people who simply don't understand what it is they're ordering or how to follow instructions. You'll get what you order, no more, no less.
I'd order from here again without a doubt. The construction is fine, everything is solid enough and it looks as id have expected. You could argue the price is on the steeper side but who am I to judge the manufacturing costs Vs profits.

Great business! I wanted a pinball backglass framed into a lightbox and contacted the company situated close to Blackpool by phone. This was the first company even interested in the project. What I received in the end was a perfect bespoke solution in super quick time at a very reasonable price. I highly recommend this business.

NOT EVEN ONE STAR, HAD CHOOSE A RATING TO POST!!!!
Quality of the the frame supplied was way below the standard I expected for the cost, not only was the quality an issue but it was made to the wrong dimensions.
I emailed the company for a response to my issues and received no reply, in the end I had to phone the company only to be told that no refund, no replacement, no apology. DO NOT USE!!!!

I’ve seen and read the long winded reply from the company, but the truth is generally a lot more simple and summed up in a couple of paragraphs. See my assessment above. DO NOT USE, TERRIBLE QUALITY, SERVICE & CUSTOMER RELATIONS!!!!

Excellent. Just followed the simple instructions, picture fits perfectly. Will definitely use again

MY FULL COMPLAINT

I am writing this email to illustrate the narrative of contact and engagement I have made to your company since less than a week after receiving the order.

We received the order at the end of April 2023.
I sent an email from @gmail.com on 02/05/23 stating the complaint with pictures, but it went unanswered.
I sent another email on 02/06/23, forwarding the complaint that went unanswered, again this email went unanswered.
I sent another forwarding email of the original complaint of 02/05 on 27/06/2023.
I made several calls to the office during this period.

Unfortunately my 30 year old sister passed away on 14th July 2023, so I can send the death certification for evidence.

I then sent a further email on 22/09 asking for a call re the complaint.
You subsequently called, and offered me a replacement without mention of sending the item back, you then asked if I could send pictures, (pictures I must add that I had already included in my email on 02/05/23), I did this and now you are refusing to issue refund or replacement, until you have the damaged item back to you. You of course have stated you will not pay to send and package the item and this is down to me.
I know you spoke of replying to the email, and haven't heard back since 6 months, but as you will know at the time of having this conversation I have no record of this email, and no emails are deleted in my mailbox, additionally I have offered you to forward me your response but you can't provide this, I therefore can only conclude without the necessary email sent as evidence that this email was never sent.

I find this whole experience unacceptable and a complete lack of care and respect for me as a customer.
I will now forward you the emails spoken of above this paragraph for your consideration.

THE RESPONSE ... Poor grammar, not professional and again doesnt address the point that the company cannot evidence sending a response, as no response was ever received to me, and they know this!

We are going round in circles here, I definately replied to the email dated 2/6 and other than the phone call you made a few weeks ago we have not had any conversation with you regarding the matter.



I definately replied to your email, maybe it went to your junk mail, but as I said we thought you didn’t want to take the matter further as we have not any further communication from you therefore all emails are regularly deleted once they have been dealt with, surely if you thought we had not replied you would have emailed again much sooner.

As a small company it is not in our nature to ignore emails/ phone calls we would much rather resolve any issue quickly. Despite you having the frame 6 months and been well outside cut off time to repair/replace the frame we did offer to look at the frame and it if was scratched not just the grain of the wood we did offer to replace it, we did put a time limit on this offer of the 2nd of October so that we could resolve the issue and close the promptly.

Points.
Original complaint was sent 5 days after receiving item; no response.

After failure to correspond back, I stated I would leave negative review due to the lack of care, no refund was spoken of by myself.

The reason why id say they didn’t want to respond because within the days I complained, by law the company had to issue a refund, but they delayed this to stop the refund.

AND finally I wouldn’t return the item until the company paid the postage, as it’s a large item which they refused.

AVOID.

I ordered 37mm Brushed Silver Finish Flat Profile - REF: 283SIL - I emailed to query the 'colour' as it seems almost green on website. Received reply with picture - defiantly silver. Item arrived - NOT silver goldish/green - contacted them (very good response time) was told 3/4 times it was definitely silver and it depends on the light it is viewed in - and thats it! I sent a screen shot of both pictures together and was told their sample maybe a bit older and so a different colour. See my profile picture for the screen shot - their sample on the right my frame on the left!m No offer of anything!

Communication was excellent, and staff went out of their way to ensure delivery on a very tight schedule. The quality of the frames when they arrived was also excellent and I could not fault this company. I will definitely be ordering with them in the future.

Just received my frame in perfect condition. My painting fits perfectly! I was on the hunt for a very specific sized frame and so used frames r us’ custom framer maker. I received an email stating that their supplier had not delivered the specific moulding I was after, however, they were able to source another supplier and sent my frame out on expedited delivery in time for Christmas! No complaints at all from me about customer service or quality.

Kate at FrameRus helped us through every stage of preparing our order for 6 very large frames, so the measurements would turn out exactly right. Communication was always rapid and clear. FrameRus were the only company we could find that could make frames as large as 1m x 1m. Many other online frame companies put a maximum of 900mm. The resulting frames were just as we wanted and the quality is very good. The packing and shipping was excellent. We will definitely use this company again.

Sadly I did not have a good experience at all, extremely difficult company to deal with if there is a problem. The frame was slightly out on measurements so the picture did not fit plus the backing of the frame was damaged and also poor quality of the frame, can buy better in supermarkets and Ikea. I had to email several times before I got a response, I did get a refund but still paid the cost as they would not refund the delivery costs I paid even though the frame was faulty. They offered a replacement but when it is poor quality why would you want that. Just hard to deal with and not worth the hassle.

Clearly, the only way to get a response from this company is to right a review, I left that bad review below and finally, someone answered the phone and the lady I spoke to agreed that we would get a refund if returned, I returned the frame insured and tracked and can see it has arrived and now not getting a reply on when the refund is coming through? Could someone get back to me please and refund as agreed!!!

A very helpful and responsive company.

I've had about 4 orders with them

excellent service definitely recommend super fast delivery

I ordered three custom frames a few months ahead of when I ordered them therefore hadn’t opened them until now, I found out they sent me normal glazing when I asked for anti glare and then ‘offered’ I RE PAY for them to send out the correct ones upon requesting a PARTIAL refund I was told no because it’s been too long…horrible! Would not recommend. Update, interesting you respond to an ho sat review immediately but not my complaint email. Also releasing personal DPA information on a public platform regarding my order specifics and when I contacted you. Someone please contact me immediately I would like to take this higher

I just had two frames arrive which I ordered. I asked a number of questions before ordering and got great advice. The frames are excellent and I'll definitely be using them again.