ComplaintsforFrame

• Initial Complaint

  11/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On October 25th I placed an order on the company's website for a pair of pants. I promptly realized that I had ordered the wrong size. I immediately emailed the company's customer service and asked to cancel the order, if possible. To my pleasant surprise, the company replied the same day stating that they were able to "successfully cancel and refund my order". However, the order arrived a few days later and I saw that my credit card had in fact been charged so clearly my order was NOT successfully cancelled and refunded. I then attempted to initiate a return of the order on the company's website but was not able to as the returns page said it was "final sale". Yet, at no point while placing the order, or on the printed or email receipts for the order was there ANY information or disclaimer about the item ordered being final sale/non-returnable. I emailed the company's customer service to request their assistance in returning the order since it seems that it being marked "final sale" in the returns process must be an error (as this is not mentioned ANYWHERE else) and, to boot, I had been advised that the order had been "successfully cancelled" anyway. I still just want to return the order and receive a refund. This doesn't seem like it should be so difficult but despite having sent several emails to customer service, I have not received a reply.

  Business response

  11/17/2022

  Consumer Response /* (2000, 7, 2022/11/14) */ Hello, Thank you for your forum to register complaints. I would like to note that the company finally responded to my emails and has resolved the issue I reported. I would like to close this complaint. I tried using the link provided but it is not available. Thank you again, *******

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered an item and was sent the wrong color Emailed client services No response would like to get the product in the right color or a refund

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I completed an online refund with Frame on Jan X XXXX, and was emailed on Jan X XXXX stating that my refund had been approved. When I checked my banking statement I saw I was refunded the wrong amount. Since that day I have sent 8 emails to Frames customer service department over the past 2 weeks. I have only been answered twice. One response I received at 7:50pm on a Thursday night, and as I was travelling and unable to respond on Friday the customer service dept emailed me on Saturday afternoon saying they were closing my case (The customer care hours are listed in their email as Mon-Fri, 9-5pm. Meaning I was given 1 business day to respond before my case was cancelled. I reached out again and spoke with another customer care representative who told me she saw that the refund amount was incorrect and would be returning $XXX.XX - this was an arbitrary number and not the correct refund amount. I emailed her back asking how she calculated that amount, she never responded The amount I am owed is not insignificant and it seems that Frame is going out of their way to not resolve this issue. I cannot overstate how incredibly unhelpful and apathetic the customer service dept. at Frame has been

  Business response

  02/02/2022

  Consumer Response /* (2000, 6, 2022/01/28) */ The business has resolved the issue. I withdraw my complaint

• Initial Complaint

  01/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have repeatedly contacted Frame regarding two (2) separate orders. *********** Frame does not take phone calls for customer inquiries, but at some point moved to text message and email only. The text account does not seem to be interactive as I received what seemed to be a canned response back through text, and the verbiage is similar to the email responses, that I should hear back from customer service within 1-2 business days. Order ******** was placed on 1/3 prior to midnight and was supposed to include a 30% off discount through 1/3 as advertised on the website. As I was placing my order prior to midnight, the prices in my shopping cart changed and I was no longer able to access the discount. I immediately sent an email to customer service after I proceeded to pay for my order as I assumed it was a system glitch and that the company would do the right thing and provide a price adjustment. That did not happen as I have sent countless emails (and a text) and have not gotten one response in several weeks. The order total was over $800, so the 30% is a material discount and I find Frame's lack of response to be egregious. Order ******** was placed first and I subsequently attempted to return one (1) item from the order within the allotted time period and was unable to initiate a return authorization as the website indicated the time had run out for returns. I have a screen shot showing the date I attempted to return the item and the date by which the website stated I could initiate a return. Again, I emailed the company (this took place after the previous order activity mentioned) with the hope they would respond to me and allow me to return the item, but I have not heard anything. I spent over $400 on this particular order. Based on the various methods I used and the number of attempts made to get a resolution, I have to believe Frame is intentionally avoiding my concerns and is not doing business ethically.

  Business response

  02/23/2022

  Business Response /* (1000, 8, 2022/02/08) */ Our team became very backlogged during the holiday season but we assured our customer this was not intentional. We get back to every single customer that reaches out to our company. The customer was issued the desired refund on January 26th. We sincerely apologize for the inconvenience caused, as this was not our standard experience.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with FRAME through PayPal on December 27, 2021 for $390.60. I tracked the package though FedEx. My order actually made it to Birmingham, AL (where I live) however, it was rerouted to Los Angeles, California and delivered on January 10th Signed for by: ******** I have attempted to email, text and call customer service to no avail. I would like to be refunded as I don't have my merchandise and this is almost $400.

  Business response

  02/03/2022

  Consumer Response /* (2000, 9, 2022/02/02) */ They have responded FINALLY and it has been resolved. Thank you!

• Initial Complaint

  11/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order#XXXXXXXX on October 28, 2021. I was sent a confirmation email for the order. It is Nov 15, 2021 today and I have yet to receive a shipment confirmation. I have emailed the company on November 10, 2021 to cancel my order and though they promise on their website to return emails within 1-2 business days, they have yet to contact me. Their website states that the return policy is 30 days after the date the order was placed. Given that they are not sending my order in a timely manner, I will not be able to return the items if they do not fit me. As such, I wanted to cancel my order. Having been unable to get a response from them through email (they do not have a number to call), I am now forced to go through BBB. I want to cancel the order and I want a full refund of $134.23 USD back to my original form of payment (Paypal).

  Business response

  11/18/2021

  Consumer Response /* (2000, 6, 2021/11/17) */ The business has contacted me today and finally canceled my order. I would like to close this complaint.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My complaint echoes some of the other complaints seen here. I placed an order for a product. The money was taken from my account and I received an email saying the item had shipped. However tracking details state that FedEx have not yet received the package, and it has been sitting at this status for a week now. There is no telephone number to call customer service and I have emailed 3 times with no response, despite their website saying they will respond within one day. Their website also states that orders will either ship same day or the following day. This has also not occurred. This is my first time ordering with Frame, and it will be my last. They do not follow their own policies and customer service is non-existent. I wish to either receive the item I have ordered or a refund.

  Business response

  11/10/2021

  Consumer Response /* (2000, 7, 2021/11/10) */ Refunded

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩