ComplaintsforWilsons Frame UP
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Complaint Details
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Initial Complaint
09/05/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a frame in august 15th 2023 and I picked it up a few days after and hung up the frame on 09/04/2023 The cord that is meant to hold the frame snapped, causing the frame to fall and hit my head. I contacted the business and at first they offered to fix it and give me a full refund. But they immediately told me they would not be fixing it nor giving me my money back. They did not provide a reason as to why they will not fix my frame nor why I wont be refunded. It was a painful inconvenience and they do not want to speak with me. I need assistance in obtaining my money back for a very heavy, faulty frame that fell on my head. Because I trusted this company (mom and pop shop, with great reviews) I did not take a picture of the faulty product after and immediately took it to them for repairs and a refund as I was advised I would be receiving. I only have a picture of the frame the day I hung it.Business response
09/07/2023
Good morning and thank you for reaching out. We are fully aware of the complaint from ****************. He did come in on 9-5-23 to inform us that his piece had fallen off the wall and almost hit him. Although the frame or glass did not show any physical damage, we told him that we would not only re-frame the piece at no cost, but would also give him a full refund of the entire job for $220.00. His piece was re-framed and a check for the full amount of $220.00 was given to **************** on 9-5-23. So, we were informed of his situation with his frame and completely re-framed and fully refunded **************** all in the same day(9-5-23). The check given shows it has been cashed. We feel we have done everything to try to make **************** feel whole about his experience with us.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.