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Business ProfileforCraig Frames, LLC.
At-a-glance
Related Categories
Overview
Craig Frames, Inc. states they offer manufacturing, distributing, and selling of picture frames and poster frames - in both wholesale and retail settings. They are also an authorized dealer of published artwork.
Products & Services
Business Details
- Location of This Business
- 140 Industrial Pkwy, Ithaca, MI 48847-9476
- BBB File Opened:
- 1/19/2007
- Years in Business:
- 31
- Business Started:
- 1/1/1993
- Business Incorporated:
- 4/20/1993
- Type of Entity:
- Limited Liability Company (LLC)
- Contact Information
Customer Contact
- Mr. Aaron Davis, President/CEO
- Additional Contact Information
Fax Numbers
- (989) 875-4094Primary Fax
Phone Numbers
- (877) 875-6641Other Phone
- (989) 875-4094
Customer Complaints
0 Customer Complaints
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1 Customer Reviews
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Most Recent Customer Review
Brian L.
02/23/2023
Craig Frames, LLC. Response
02/24/2023
*****
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,
*************************
Director of E-Commerce
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