CustomframesolutionsReviews of customframesolutions.com

I ordered over 60 items from here for a home project. As expected, this took dozens of shipments. 1 piece of acrylic out of the entire purchase came damaged. With dozens of shipments, I was overrun with packaging materials and boxes, so as I unpacked I threw away and recycled as I went. When contacting Custom Frame Solutions about my broken item, they refused to cooperate and replace my item as I no longer had the box it came in to show them that the box itself was damaged. I spent thousands of dollars and had 1 item of over 60 damaged and they refused to help me. Never again. Lesson learned. Do not use this company.

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.