Customframesolutions Reviews 39

I ordered a very expensive large size frame which arrived unassembled. It broke during assembly, but they replaced without any hassle whatsoever. Many of their frames are shipped unassembled and they are splined (matching slots) in the corners and they are assembled with inserts that are tapped into the splines. I have assembled a number of these without any problem whatsoever, but in the process of assembling this one the splines in one corner cracked. I think that is because there was one deep and one shallow spline in each of the 4 corners and I was provided with 8 inserts that were intended for the deeper (longer) splines and there should have been 4 short ones for the shallow splines. In any event, the customer service was excellent and although I had to wait for a reshipment, they did all that I could have expected to remedy the problem. I have seem a lot of negative reviews on Trust Pilot, but my experience was excellent. The frame is gorgeous and is a perfect 18th century to mid 19th century period replica of an American frame from the period.

All of the poor reviews, here are exactly, I mean EXACTLY what I went through with CustomFrameSolutions.com. I ordered a 48 x 36 large floater frame for a large canvas painting for my client. Shipping took long, but I still had a week to put the frame together. There were no instructions, customer service said to go to their “framer solutions” on their website. There are no instructions for a floater frame there. I explained this to them. There are no drill holes to attach a canvas to the frame. The $270 frame did not have any hardware. So I went to the hardware store and purchased heavy duty brackets and accessories. I drilled all of the holes put the frame together only to see huge gaps in the corners. I mean, huge gaps and all four corners. I sent them emails immediately, they ask for photos I sent them. Some of my photos were too large to send. I had issues doing that. Then they responded and said I needed to send more photos. I did. I told them I no longer wanted the frame because in the meantime, my client , came to pick up the painting and said the frame looked horrible, so I had to remove the canvas from the frame and give her an unframed painting to frame on her own because she was leaving to take it to Florida. It was so sad. Custom frame solutions said they will send me out a new frame when they receive the damaged frame back. 20 emails later I explained to them the frame was not damaged. It was defective and I wanted my money back please. I have not heard any response since. Do not order from this company. Trust these reviews I wish I would’ve seen them before I ordered. I was so amazed when I saw all of these reviews from people who had gone through the exact thing that I had gone through with this company! I can’t believe this company is still around with all of the bad reviews. Shame on them.

DO NOT PURCHASE FROM THIS COMPANY. The craftsmanship is horrible and if you want to return it for a refund, guess what, they keep 30%.

The frame was not a 20” square, it was 20x20.5”. Also the corners didn’t match up so if you hammered in the cheap plastic connector, it wasn’t flush. That happened for my identical frames 35”x47” and 20” (supposed to be a square). They were so difficult and it would have cost too much to deal with. Buyer beware they take no responsibility and make you pay and go through a huge hassle when they mess up.

Workmanship is terrible. Return Policy Terrible. Went into it thinking it would be fine. Big gaps on the corners which means the cuts were done incorrectly. Didn't fit the picture. Lost 100 dollars. The hassles they put you through to try and return it aren't worth the effort. Thank god, I did a small picture as a test first. I have 4 picture to do. The wood was fine, but craftmanship terrible.

I got 4 pieces of poor quality wood, a plastic bag of hardware and no directions for $200. This was impossible to put together. What a rip off. Go to a frame store! It will be cheaper.

The frame arrived pretty quickly given that I ordered a couple weeks before Christmas. Three of the four pieces had small chips in them. With a little work I can make the frame look ok.

I had ordered a custom frame, but while checking out, I mistakenly entered the wrong shipping address. I contacted the company multiple times through calls and emails seeking their assistance, but instead of helping me, they blamed me for the mistake, talked over me, and made the situation worse. As a result, I had to contact UPS to find out what was going on. I filed a claim, but unfortunately, the company did not respond to UPS's requests for additional documentation. This issue has persisted since November 18, 2023. I don't think I'll be ordering from them again. Although the initial mistake was mine, the company's lack of assistance and eagerness to shift the blame onto me made me feel unsupported and frustrated.

This is the worst company I have ever dealt with!!!!!! If you want a cheap junk of a frame order here. If you want quality or good customer service look ANY where else. I bought a frame, which comes with no glass, no backing, and you must put it together yourself, it was horrible!!!! the corners would not stay together. I tried to contact them, good luck, can only send e-mail, guess they don't want to hear all the complaint. I had to wait for a responds for a long time. Finally they reached out to ask me to send pictures, really? Then they told me to send it back and I would have to pay return shipping cost myself plus they would charge me a return fee because they could not re-sell it!!! so I ask them why would I spend my money to send it back so they can just put it in the trash? I can put it in the trash myself. I have not yet received a reply..... CONSUMER BEWARE! THIS COMPANY IS TRASH!!!!!!!!!!!! DO YOURSELF A FAVOR AND GO SOMEWHERE ELSE OR JUST THROW YOU MONEY IN THE TRASH....... I did not even want to give it a star

Mediocre quality ans misleading marketing on their website.

Received a defective item and the return process took about two weeks to get to a return label.
Pricey for the quality they provide.

Very sassy customer support and driven by emotional mood than professionalism.

Frame corners do not align by over 3mm and frame is bent up to 1/2 and ich, which was qualified as a minor touch up issue by the customer support.

For a 72 USD frame without any glass this is an unacceptable quality.

See further reviews from truspilot and other platforms.

The items that were sent were poor quality and disassembled. I cut my finger attempting to assemble. The acrylic does not fit into the frame. They would not issue a full refund.

The quality of the wood for the frames seems excellent. But they arrived unassembled, without so much as assembly instructions (those can be found on their website). If I had wanted a DIY framing experience, I would have cut the wood myself. There is no mention in the shopping area that the frame comes unassembled, although it's mentioned in a FAQ buried further down the site. The shipping price is high, but seemed reasonable for a full-size frame. Will not buy here again.

The corner pieces to join the frame are not cut accurately. One corner has a large gap. Terrible!

Horrible service, after a month's worth of waiting upon customer service to address an issue of missing pieces for an order, I'm still waiting!!! No amount of phone calls, emails or correspondence through their online message board, nothing has been resolved!!! Ridiculous.

Terrible service for 2 reasons. You'll be extremely frustrated with this company, it's not worth any savings.

1. Frames are likely to not fit or need significant modification: Frames from this shop come in multiple pieces and there's no way to ensure the glass will actually fit the frame you've ordered because they're separate order items. You also have to secure the art with backing you either make or attach yourself. I ordered 5 frames from this shop and only 1 didn't require me to heavily modify it myself to get it to work.

2. Absolutely terrible customer service: The phone number on the website has no human line to connect to and whoever is fielding their emails is slow, sometimes doesn't respond, and just lacks general common sense.

Purchased a frame for my Mothers birthday and I paid extra for "expedited shipping"... they shipped me both the wrong size and material... they will not provide phone support only "support" through email but they never respond... and now my Mothers birthday is here and Custom Frame Solutions is still not responding.. I am doing a charge back

This is the worst customer service experience I have ever had. I do not normally complain, but everything--literally everything--that the other reviews here and elsewhere online have said is exactly 100% true. I should have checked the reviews before dropping over $1000 with this company. You cannot speak with a human, leave a message, or get a reply to an email. The shipping time is ridiculously long (it is listed as 3-5 for most orders but this is not true at all) For all of my orders, they printed a label with a tracking number and then did not drop the package with FedEx or UPS for nearly a week; asking about it got no response and there was no indication when it would arrive. Although their website says they'll be glad to have a conversation with you about any deadlines you have and come to an agreement about meeting them and using faster shipping options, this is also not true. Email communication is either nonexistent or formulaic/boilerplate language. I'm just so furious and I wish there was a zero. My experience with this business was, as others have expressed, extraordinarily bad. I also purchased a "membership" that is nonrefundable in order to get lower prices, but it is 1000% worth paying more to order from somewhere else and get what I need, when I need it. I have missed deadlines and it has cost me money and time I could have saved elsewhere.

This company has the laziest customer service. They take forever to respond to emails, the phone number listed on their site leads to a recording with no option, at all, to live help. not being able to reach them is a super challenge when you're in need of answers regarding an order you are trying to place.

The site claims the orders are sent out within 2 business days THEN you get an invoice with fine print that says 10 business days.

I went ahead, took a chance and placed the order without their help only to receive a partial order. I am still unable to get information about the rest of the order because, again, they won't respond to emails.

The frames are a great value for the "sale" price but not worth what the company claims before the sale price.

I had a great experience -- shipping took FOREVER but that was expected, and the price was right so it was worth it! There are some pieces that were included without instructions that I had no idea what to do with, but oh well-- My pictures look beautiful and professional now!