Jennifer G.

Due to the quick turnaround time stated on their website, I ordered 5 large frames in which I chose 2-day shipping and paid an oversized assembly fee of over $200. It took over a week just for shipment plus two of the frames came damaged. I called customer service to get them replaced and if possible to expedite the order. It took about another two weeks to get my replacement in which that also came destroyed. At this point I was frustrated as it was impacting my business. I called customer service again to have them replaced and asked that they overnight them through a different courier (FedEx or UPS) as XPO Logistics was delivering them in terrible conditions. Not sure if it was XPO mishandling, PictureFrames poor packaging, or both. I was told that they couldn't do FedEx and if they did UPS, the frame had to be unassembled but that it was easy to put together. Because I needed these frames two weeks ago, I agreed with their suggestion. However, because I ended up having to assemble them myself, I asked if I could get a refund for the oversize assembly fee. The customer service rep said that it needed to be reviewed and approved by the manager, Stephanie, and that they would let me know. A week passes by and didn't hear anything back. I called back several times and was given the excuse that the manager, Stephanie, had either left for the day, was out of the office or that she had noted she will call me back by end of day. It's been weeks now and have yet to hear back!

As a small business in home interior design that is growing, looking to build and establish relationships with new vendors, it is quite disappointing. One simple call to just hear out the customer's issue and provide a solution to a problem is not difficult. Had I heard back to address the issue, I probably would have continued to order from them but due to poor business management, their products are not worth it. Not worth the hassle.