Business ProfileforCraig Frames, LLC.

Friendly warning not to buy anything from Craig Frames. They only care about saving a few bucks for themselves at the expense of the consumer. My wife bought a framed map for our nine year old for Christmas on Amazon (Seller: Craig Frames). We got two maps. One of the USA and one of the world. The USA one was ok, although I think hanging such a big frame on a wire is not very stable for a push pin map. This world map we ordered came with ripples in it. I took a picture and initiated a return. The seller had contradicting return instructions to Amazon (After Amazons return instructions I got instructions from the manufacturer saying to discard it. They later clarified I should return it after I asked them to clarify.). We ended up missing the return date by about two weeks. That's my fault for procrastinating repackaging this huge and awkward package. Ultimately the ripples seemed to get worse so I asked them for the courtesy of an extension since I was only about two weeks after the return date. The seller Craig Frames sent me an email implying it's my fault for attaching the mounting wire wrong. Well, the wire already comes attached on these frames from the factory............... Sigh. They then said sorry our policy is 30 days return. I went back and forth and they ultimately chose to save a few bucks and stick me with this broken product, hiding behind their return policy and saying "there is nothing we can do", which is a blatant lie. A company can send me a replacement map easily. And on top of that, they have NO WARRANTY. That's laughable in this day and age. You can't even stand behind your product for a few WEEKS of warranty? Now I'm stuck with a defective product but hey, Craig Frames saved a few bucks for themselves!

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I apologize for the unfortunate experience you've had in trying to resolve this problem with a defective map. We did receive a batch of foamcore mounting material with bad adhesive, which resulted in some of the maps wrinkling or bubbling. Our policy in cases like this is generally to offer a replacement or a refund without requiring the return of the item, however, when Amazon launched their "Seller fulfilled replacements" policy, we were no longer able to offer replacements or refunds while an active replacement request existed in their system. Replacement requests only remain active for 7 days. Our internal policy allows for some flexibility when it comes to the 30 day return window, especially in cases like this where the item was clearly defective when you received it. Ideally, we would have replaced or refunded this when you reached out on February 12th after the replacement request had expired. You're correct, saving a few dollars on freight at the expense of a good customer experience is not a good way to do business, and has never been the directive to our support team. I've drafted updated return instructions that should more clearly state what action should be taken when an item is received with a defect. I've processed a full refund for both maps, and apologize profusely for all of the issues surrounding this order. I've also spoken with the customer support team about how this entire situation should have been handled differently. Please feel free to reach out if there's anything else I can do to rectify this egregious error in judgement. 

Thank you,

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Director of E-Commerce