Kimberly M.

THE BAD
I placed an order with pictureframes.com on June 18th for one frame for a total of $104.09. With the current pandemic, it is understandable to have delays. But this needs to be well communicated to paying customers either up front on the site when ordering, or in subsequent confirmation order follow ups. NOWHERE on the site does it say anything about production delays and no where in the confirmation order email do they mention a delayed production schedule due to COVID. It wasn't until after I placed an order did I find this site as well as others sites revealing customer dissatisfaction. I had other frames that I needed to order so I sent my business elsewhere. For other frames, I used frameiteasy.com for 5 other frames and got my order within 5 business days. I also used FramesUSA for 2 frames and received my order within 3 weeks, but with a note saying there were delays. I also used FrameDestination and received my canvas floater within a week. In addition, I used AmericanFrame - which were totally upfront about delays being 4 weeks but they have been giving updates via email as well as their blog. They also gave the option to cancel the order if wait was not acceptable. This is communication I have appreciated. Please note, I had over 15 frames to order over a month ago and I placed my first of the frame orders with pictureframes.com. Over a month later, and this is the only frame I am still waiting on, as I have received all my other frames from the other vendors within this time.

I have tried to reach out to pictureframes.com via Chat just to get the status but everytime I try - they are offline. Only after sending a note their customer service email on July 8th, inquiring about the status of my order I did get a generic response about a general delay (that did not even state if they started my order). All I want is SOME INDICATION of when I will receive my order.

THE GOOD
While I can't speak to the quality of their frames (as I am still waiting on my order), they do have a large selection of seemingly nice looking frames, and an attractive, easy to navigate website.

RECOMMENDATION
If you can, please direct your business elsewhere. Communication and customer service is lacking. Have been waiting over a month for purchase without any indication of when order is coming. The current pandemic has rendered delays everywhere and that is absolutely understandable. The safety of the workers is of course paramount. But any KNOWN production delays need to be communicated to current and potential customers, FRONT AND CENTER on the their website, and in any screens during checkout so consumers can make an informed decision before going through with high value purchases.

As mentioned frameiteasy.com, FramesUSA, FrameDestination, and AmericanFrame all have gotten my purchases to me in record time or have OVERCOMMUNICATED any delays.