2 Customer Reviews
Review from Beau F
5 stars09/24/2023
I really love this company. I get their metal frames and enjoy putting them together. It's really easy, and their customer service was great for me. They also have a wider range of metal frame options than other similar websites online.Review from Matthew S
1 star02/16/2022
While American Frame may have lovely frames and hardware, their customer service is atrocious! They did not specify on their site that they only sell their own hardware for their metal frames. Innocently, I purchased some hardware, paid an exorbitant amount of money for limited choice shipping, only to find that the parts are useless. I asked for a complete refund, they said that their management team would refund the parts if i sent them back... the cost of which is much more than the parts. I am from the school where you actually want to help customers. If an order was placed in error and the parts are useless, then, why not just make the customer whole? That one experience might just create a relationship for the future, instead of having a disgruntled customer whose resort is to write a bad review at the Better Business Bureau.
American Frame Corporation Response
02/16/2022
Matthew, American Frame sells Nielsen metal frame hardware for Nielsen metal frames. If you choose to buy that hardware an attempt to install it in a brand of frame we don't sell or have sold, you will likely run into issues. We offered to return the hardware and waive the restocking fee. But it appears your frustration is in the cost of shipping the item? We can issue a full refund, but you need to ship the item back to us. We don't believe we should pay for return shipping and a full refund as we didn't misrepresent the item.
-Craig
Customer Response
02/17/2022
It is a sign of the level of customer service if an innocent buyer has to go to the extreme of contacting the better business bureau in order to achieve what most businesses would not consider even a second thought. No where is it stated that the hardware you sell is exclusive to your frame brand. The lay perspective is that a frame shop of your caliber would have a variety of hardware for metal frames.
Customer Review Rating
Average of 2 Customer Reviews
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