ComplaintsforUniversity Frames Inc
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Complaint Details
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Initial Complaint
11/25/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Purchase Order #: ****** I've been trying to return the order. I've emailed and called. They refuse to send me a return label or process a RMA. We need to get this taken care of ASAP. I'm not satisfied.Initial Complaint
06/14/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order for two frames placed on 05/03/2023 for total of $724.60. On 06/08/2023 the package finally arrived. Opened it up and the frames both contain damage. This was communicated to the company via email since they would not answer the phone, live chat, or the email submission contact form. It took multiple days and leaving voicemails to get an email response. This company has an outlined damage policy in which they are to provide a shipping label. It took many voicemails and emails to the company to get a label after I contacted the shipping department who was not customer service. After the shipping department finally got me a label to start a return, the company finally reached out again to tell me that they will not be issuing a full refund even though the product was damaged. They blamed shipping and stated the damage was out of their control. How is this in control of the consumer who purchased a product that was supposed to be brand new? Instead of just accepting their fault, they want me to pay them $181.15 for a damaged frame that they do not want to accept back. The order was not fulfilled as purchased, and their damage policy supports this but University Frames wants to deny this based on their regular return policy as if I just changed my mind right after I ordered the items. This company is not responsive without hounding them, they will not speak to you over the phone or chat. When a company provides a damaged item in a padded and wrapped box, thats a problem. They should take ownership of the issue and provide customer with a return since the order was not fulfilled appropriately. Again, placing the blame of damage on the customer is not okay. It is not on the customer to pay for your materials and labor when the item is not as described and purchased.Initial Complaint
04/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We had the same experience as the filer of this complaint:https://www.bbb.org/*****/*******/profile/picture-frame-dealers/university-frames-inc-1126-172009839/complaints#********* Business has not delivered product and refuses to respond to emails other than one sent shortly after order. The delivery date is long past their original estimate.Business response
04/29/2022
We are sorry that you haven't recieved your order yet. Did you email or call our customer service department for an status update? We respond to all inquiries withing 24 hours. Weve been short staffed and experiencing slight production delays due to high order volumes and supply shortages. The present lead time is 6 to 8 weeks for shipping (please note that lead times are approximate and subject to change at any time as were currently unable to guarantee precise ship dates). If you would like a refund please email us at ******************************* with your order number and we will take care of it immediately.
I am sorry for any inconvenience this delay has caused.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.