FramebridgeReviews of framebridge.com

customer service all was great with the planning. but then when I enquired about when I might get my order I was told first they had abnormal amounts of orders they have received - and then they replied they couldnt tell me because 'Framing is a meticulous process, and we are here to make sure your piece is absolutely perfect - just as you imagined it. Because of the nature of the art, we just don't have the ability to offer an estimated ship date, only a general timeframe.' They call themselves the Customer Satisfaction Champion - not championing me - and I am a customer . frustrated

Great company and a totally new way to have things framed. They did all of our wedding photos for about 1/3 the price of our local frame shop and the quality is outstanding!

Do not send original artwork/items that you could not bear to lose. My first order went well, so I sent another original painting. The packing materials were just like two giant pieces of cardboard folded and taped with the painting inside, unlike a flat box I got for the first order. My husband joked that it looked so vulnerable to damage, when we were bringing it to the UPS. Sadly, the nightmare came true. The package got lost (or damaged.. nobody provided an answer.) at a UPS center on the same day we dropped it off. It has been three weeks, but the UPS still cannot locate the package or provide any explanation. The framing service is relatively cheap, if losing an irreplaceable item/artwork is not your concern.

This is actually the first negative review I’ve written for any company, but I feel that consumers should know what they’re getting into when they decide to use Framebridge for their framing needs. I was extremely disappointed with the service I received, and the amount of time it took to frame the items I sent was completely unacceptable. I placed 2 orders for a total of 6 items to be framed on January 1, 2019. I did read the other reviews and realized that it was going to be a while before I received them, but it took over 3 months. So, January 6, 2019 I placed the orders. I did a designer’s choice for 3 of the frames, so I kept checking the website to see what the status of the orders were. I received 3 emails regarding the 3 pieces on January 21, 2019. I immediately selected the frames I wanted so they could go into production. I then noticed while scrolling through my order that 2 frames were on hold. I reached out to customer service to inquire about what was going on. These were canvas pieces and I was supposed to get an email about regarding the status because they had stopped production due to a question about how I wanted to canvases to be stretched. I never received an email, but I was able to get an email chain going to get answers and communicate what I wanted with the frames. I expressed my concern about not getting a notification, because it should be standard, the customer service representative said that it should have happened and apologized about the delay and lack of communication. February 4, 2019, I received 5 of the 6 frames. The frames looked nice, however, one of my pieces was missing the wire that goes on the back to hang it from the wall (the piece was a Marquette frame with a float mounting that was 16.25” by 21.25” and was $150.00, so I was disappointed to say the least that this was missed). I am not sure how something like that can happen, considering I would think the frames go through quality control, but it did. I sent an email on February 4, 2019 inquiring about my last piece. While on the website I noticed that the site was running a Valentine’s day special that guaranteed delivery by Valentine’s day. I was baffled as to how there could be a special going on with guaranteed delivery, and I still had not received a frame from an order that I placed in early January. BTW this was part of a set of 2, so the frames were the same but different sizes. February 5, 2019 I received an email response back that said this: Hi ______, K______, here. Thank you for checking in and I am so sorry to hear that one of your pieces didn't make it out with the rest of your order. Rest assured, your last piece is in production as we speak and should be getting the finishing touches very soon! I also wanted to take this time to apologize for any frustration you may be feeling as I know how eager you are to have all of your frames hanging on your wall. I have reimbursed for this last frame and you will see that amount of $79 back in your account within two business days. I have also created the promo code, thanks______ for you to receive 50% off your next order and we would love the opportunity to wow you in the future. Thanks, ____. Please let me know if you have any more questions and I will be more than happy to help you any way I can. Best, K______ Customer Experience Champion Satisfied with this response, I did not check back for a couple of days. I was told that my piece was in production, after all. I had also sent a photo of the missing wire in an email and they ended up sending me the wire and hardware to attach to the frame that was missing the wire. I received another email about the last frame and on Friday, February 8, 2019 saying I would have guaranteed delivery by Wednesday, February 13, 2019. February 10, 2019 I checked the status of my order and it changed from “ready to be framed” to “Hold – Backorder”. I called customer service to inquire about what that meant. This was an order of 2 and apparently the frame was out of stock, now. Obviously, I was incredibly disappointed because I had placed the order in early January and was told that I would have everything by February 13, 2019. When I talked to the representative, he said that the frame would be back in stock in March. He did, again apologize, and ended up refunding half my order. While this is nice, I would rather have my artwork. March came and went, still no frame. I finally received my last piece on Saturday, April 6, 2019 (exactly 3 months after I placed the order). I will never use this company again, and I absolutely do not recommend their services. Not only because of the delay but also because of the quality. The Marquette piece I did receive was a textile in a float mount and there is something on the inside of the frame on the glass. Again, not sure how that happens.

I’ve placed three orders from Framebridge so far. The first one came in multiple deliveries, there were two duplicate framed photos in my gallery wall order, and I ended up with two extra framed pictures (one that I didn’t even order!).... I also received the wrong template tonhang the gallery wall and no hardware which had been promised. It took me over a month to get everything sorted out! The second order was a gift, and the recipients didn’t report back any issues, though after tonight, I’ll be calling and asking them for a full report. 🙄 The third is outright embarrassing - for me as a gift giver and for Framebridge, which SHOULD correct the issue and give me a refund. We’ll see what they do. I sent my brother’s family a framed photo with a caption from a family vacation, and because it was a surprise, I was mortified when his wife texted me a picture of a framed feminist piece of art with an awkward question about if I had sent them that package! Are you kidding me? I’ve never seen that picture in my life and it’s a stark contrast to what I thoughtfully planned, created, and paid for! I was hoping my first, month-long debacle was a fluke and that I might actually be able to recommend this company in the future, but now I’m advising people steer clear of this dumpster fire of a company. How can you mess up a customized order that you accept money for? 😡

Echoing the other reviews, you'll have a long and frustrating wait for your order. I was told my a representative that "The 100% Happiness Guarantee applies to the frame when you receive it" not to any other part of the service. After the third time giving these jokers my money I can attest that they should be avoided at all costs.

I guess my experience is consistent with some of the other reviews. I ordered a frame on January 8th, 2019 and it is now February 13th, 2019 and I have still not received the product nor has customer service made any attempt to remedy the situation. I've spoken twice with customer service and the first time the rep told me there was some delay, they're sorry, and it should ship in a couple days. I hadn't heard anything in a week so I decided to check in again. Same message this time, it is finishing production and should ship out in a couple days. What's going on? Customer rep can't give me a straight answer.

I am SO disappointed. I used to be a big fan of Framebridge. They lost a newspaper clipping we sent to be framed and sent a poster back to us in 1) the wrong frame with 2) the wrong dimensions, completely cutting off a portion of the design. I will have to look elsewhere for framing services moving forward. Sad to see the quality decline to this extent.