Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Please remove me from your SMS message marketing list at ************). I continue to receive these text messages on my phone that I never subscribed to.Business response
05/03/2024
We have removed your phone from the *** list, that being said if you had responded stop it would have done that for you as well.Customer response
05/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am also getting text messages 2 to 3 times a week every week for the last three months. I keep replying that I dont want them anymore. Please stop. By law, youre supposed to stop soliciting if you have been asked to stop. Your text messages are excessive and against privacy laws.Business response
04/17/2024
We are very sorry about this, we are working on it with our service provider and we will have it corrected in short order. Please forgive us for the annoyance.Initial Complaint
02/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Recent I have been constantly spammed with text messages from these guys with offers and discounts and whatnot. I havent even done business with them since, I think 2018. I tried to log into my account to stop it, but the unsubscribe for 'number' button just says my number isn't subscribed. I also tried to message them through their site, but its so buggy that my message failed to send twice...I don't know what brilliant mind at arttoframe thought this was a good idea, but Spamming long ago served customers relentlessly isn't the best way to convince them to shop with you again.I'd like them to delete all of my personal information, delete my account, and cease all contact with me.Business response
02/16/2024
We sincerely apologize, and we have removed you from our contact lists and you should not receive any communication going forward.Initial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I keep receiving text messages (1-2 times a week) about deals, even though I have unsubscribed from alerts and after every text message I block the number and report it as spam. They keep texting back with a new number. Hitting 'STOP' to cancel also doesn't work.Business response
11/28/2023
HI ******
I do apologize for any inconvenience
Under your account settings you do have the option to unsubscribe from receiving any texts or emails
I have removed your contact from the mailing list. And you should no longer receive any messages .
kind RegardsCustomer response
11/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
06/08/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered a frame with glass for a client who purchased an artwork from me. This frame arrived well packaged but after removing packaging, I found a chip in the corner. I cant very well ask my client to pay fro a frame with a chip.I emailed the company on the defective frame. The person who emailed me back, *** has deducted ship costs from the original payment. I should not have to pay for any ship costs and the return label should be free of charge.Business response
06/09/2023
HI **********;
HI *****
I do apologize for the confusion
When an item arrives defective, our policy is to offer a replacement item
or a full refund if preferred
A full refund has been been processed
Kind Regards
***********;Customer response
06/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a custom frame and mat on ArtToFrame website on 10/31/2022. After submitting the order I got an error message and never got a confirmation email. So I placed the order again... Exactly the same frame, this time the order went through and I got a message on my screen saying the order was received. I did NOT get an order confirmation email. The next day I get two emails that show my orders have shipped but there is nothing on the emails that say what is in each shipment. The two shipments weigh two different amounts so I assume that one is the frame and the other is the mat. (Why are two exact same size frames being shipped with such different weight amounts?).The packages arrive and it is both the initial order and the secondary order (two frames/mats that are exactly the same). When trying to return the extra one I am being told that they don't send return labels.. that I have to ship it back myself. The cost to ship is as much as the frame. If ArtToFrames doesn't want returns they should 1) send out an initial order confirmation email that includes what is in the order. 2) the shipment email should include details of what is in the order. The duplication could have been stopped right away had that been done. I just want them to send me a return label so i can return the duplicate and get my refund. I can provide pictures of the shipment emails but I can't attach here as they have personally identifiable information on them.Business response
11/08/2022
HI ******
Looking at your orders I do see there 2 separate orders placed for 2 different items
one order was for the custom frame only,
And the other order was for a custom frame and a separate mat
It seems both orders were processed and shipped out separately
As one order was just for a mat itself and no frame, the packaging will be different thus not weighing the same amount.
If you would like to donate the item to a local charity of your choice
I can process for a refund on the frame, and you would not have to send the item back.
Kind Regards
***********;Initial Complaint
10/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have purchased an e-card for the amount of $50.00 for my fianc through online.My fianc didnt need/want it so I asked for a refund of the UNused card and it has been days with no call back and now they had blocked my number and stole my money.Business response
10/19/2022
HI ******
I apologize for the delay, we were closed several days in observance of the Holiday.
The order has been cancelled as per your request, And a refund has been issued for the cancelled order.
Kind Regards
***********;
Customer response
10/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[I have not yet received my refund.]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
10/26/2022
HI
I do see the order has been cancelled as refunded as per your request
I did check the payment and do see the refund has gone through.
It does go back to the same form of payment it was purchased with
here is an image of the refund .
Kind Regards
******
Customer response
10/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
06/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
ArtToFrame.com shipped me a small piece of cardboard when I had ordered a nice frame with an enclosed picture for Fathers Day. When I inquired, they said it was an outline for a frame and this was obvious when I placed the order (it was not - you download an actual pic and select a frame).NOW THE WEIRD PART - They put this small piece of cardboard trash in an 8-foot, unwieldy shipping package. And said they dont pay for returns. The cost to return the item was over 3x more than the actual item! So no one would do this. Its by design - put trash in giant box, make it impossible to justify returning. STAY AWAY!Business response
06/24/2022
Hi
Looking at your order I do see that it is for a mats only
The price paid for the order does reflect the item selected,
and the email confirmation you received when you placed the order does state that the item ordered is a mat
please take a look at the attached image.
If you do not want the item received it may be donated to a local charity of your choice, and once an image of the donation receipt is sent we can process for a refund on the order.
Kind Regards
Customer response
06/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
It is entirely unclear to the Customer what is being ordered, esp. as I was requested to download an image in the process (I never actually got that image). MORE concerning, is there refund and return policy. They package small pieces of cardboard trash (referred to by them as a "mat") into giant 8-foot boxes then tell you they won't do a pre-paid shipping label. The result is by design - the item will be more expense to return than it actually costs, so the Customer can't justify the return and is stuck with the piece of cardboard.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
03/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a frame on the ArtToFrames website. It was delivered and the frame was not the color I ordered. I went back to the website and there is no detailed information about my order. The only information is a small image of the frame and matte which does look like what i ordered but does not specifically call out the colors or style. I contacted the company and told them they shipped me the wrong color and they replied that they had supplied the frame I ordered, again not providing any order details except an image showing the color frame they shipped me. I called the company and left a message to get a call back from their service department last week and have not heard from them to date. I want them to ship me the frame I ordered at no cost. I included pictures of the frame I ordered with my artwork and a picture of the frame they delivered (pink)Business response
03/07/2022
HI
The email confirmation on the order was sent to customers email with the details of what was ordered
The item ordered was a Pink Farmhouse Style frame with a basil color mat,
A barnwood frame was not ordered as the customer is stating,
Based off of what was ordered and the images the customer provided the correct item was receivedwe did provide the return instructions, where the item can be sent back for a full refund. And a new order can be placed for the new frame style wanted.
kind Regards
******
Customer response
03/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I have requested a copy of my actual order with detailed information regarding the frame and matte that was in a written order. This has not been provided. Also, there has been no information provided regarding a return.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Customer response
03/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
The order uploaded to BBB by arttoframe was never sent to me prior to toady. It has no date on it and it has a note Pink Farmhouse Style - UPDATED 2019 picture frame ( 14.75x20.875 Finished Size ) - Basil Mat with Regular Glass which suggests arttoframe substituted Pink Farmhouse for the frame I had selected. I attached a screenshot of the order as it appears on the arttoframe website when I pull up my order. The frame is a dark (not pink) and the matte is green.
I am not paying to ship back a frame I didn't order. If they provide me a label, I will return it as long as they agree to replace the frame with the correct color.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
03/07/2022
HI ******
The correct item was received based off what was ordered
s I can not process for a different frame to be sent out.
If you do not want to return the item and we do not provide prepaid labels. we can offer an alternative option
to donate the item to a local charity and just provide an image with the donation receipt and we can process a refund on the order without having you send it back
Kind Regards
Initial Complaint
12/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The business website had a call to action to provide my email address in exchange for free shipping. There were no qualifiers for this promotional consideration. However, free shipping was never provided to me. When I reached out to the company, they informed me that my order did not qualify for pre-shipping due to its size. There was no qualifying information on the **** and I feel I should be reimbursed for shipping. Moving forward the company should be clearer about what it is willing to provide in exchange for email information to send future marketing communications.Business response
12/23/2021
HI
When signing up for the free shipping promo. It does state that the free shipping is for first time customers only, For orders $100.00 and over,
And restrictions apply. Those restrictions being oversize items, And shipping to Canada , ****** , AlaskaKind Regards
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.