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Business Profile

Picture Framing Supplies

Custom Frame Solutions

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Picture Framing Supplies.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/31/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a custon 20x30 white ash frame with a 1/2" rabit. Afterwards I realized the rabit was the wrong size. I needed 3/4" So I followed there instructions and sent an email to [email protected] and [email protected]. I have sent them 4 emails and have not gotten a response, so now I'm reaching out to you

  • Initial Complaint

    Date:09/12/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    During 2020, their services got backed up badly due to pandemic closures of their facilities. As a "sorry for the delay" they offered "free" membership to their frame club which offers deep discounts on their frames. After one year, they charged $99 for the next year. That's on me for not remembering to cancel. I requested to cancel on April 3. They again charged my credit card $99 again in June. I have since requested cancellation and confirmation of the cancellation two more times with no response. Now it is September and still not resolved.

  • Initial Complaint

    Date:07/27/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a frame from custom frame solutions in June 2023. The frame came and aside from it not being what I ordered it is a piece of garbage. I thought I was getting a good deal paying $70 but I could snap this thing with my own hands. It is flimsy, poor quality and the frames are not as pictured on the website. The website states that orders are eligible for returns however I have emailed the company 3-4 times with no response and when calling the phone number it just refers you back to the email address. This company scams you out of your money and then ensures to not respond to any calls/emails in hopes that you will forget about it or not bother. Business should be shut down to stop stealing peoples money.

  • Initial Complaint

    Date:07/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased 2 frames in early December 2022. When they did not arrive in time for the holidays, I contacted the seller to cancel but received no response. When I received pieces of wood, instead of picture frames in late January, I repeated emailed the seller to return, or obtain the missing pieces--glass, backing, hanging apparatus, No response. I contacted my credit card company to dispute the charge. They found in favor of me and reversed the charge. I again contacted the seller to return the pieces of wood. No response. After weeks of sitting on my counter, I contacted my credit card company and was advised to dispose of the wood. I again tried to email the seller. No response. After months, I finally disposed of the items. Now 6 months later, they contact me to return the wood or pay, or they will report me to a credit agency. I attempted on several occasions to obtain a paid address label to return the wood, but no response.

  • Initial Complaint

    Date:07/05/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought frames from this organization over a year ago, and nothing since. Yet they continue to try and charge my credit card on a "recurring" basis. I don't get any recurring merchandise from them. I'm convinced that they do this to many people, who unlike me, don't check their statements carefully for unauthorized changes.THIS IS PURE FRAUD!!!!

    Customer Answer

    Date: 08/10/2023

    Sorry, I did hear back from this company.  They claim that I opted for some recurring membership (I didn't).  My credit card reversed that charges, cancelled my cc, and the merchant claims to have cancelled my "membership".  Thank you for your support and following up.

  • Initial Complaint

    Date:04/02/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In 5/2021, I received an offer from the Custom Frame Club for a 1-year membership for $49/year, a 50% reduction from their original rate. I accepted that offer, and bought a few frames. It took a while to get them, but I did receive them and they were good quality frames. On 5/27/2022, I received an email from the Custom Frame Club, stating that my membership had been renewed for another year at the rate of $49 and an account had been set up for me. I hadn't authorized the renewal, but I didn't mind. However, when I went to try to log in, a message that there my password was wrong appeared on the screen and there a link to reset my password. I tried to reset my password, but I never received the link.On 10/5/2022, I emailed the Custom Frame Club about this problem. On 10/6/2022, I received a response, stating that my request had been forwarded to the wholesale department to check my account.I haven't heard anything from anyone since then.Custom Frame Solutions owes me $49. This matter won't be solved to my satisfaction until I get that $49 back.

  • Initial Complaint

    Date:02/21/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a custom frame on 1/3/23. My order number is #*****. When I ordered, the item was supposed to ship within two weeks. When I did not receive the order, I emailed customer service to inquire about the status. I have sent three emails and called their number several times. I am not getting any response regarding my order. It is now 7 weeks out and I have no idea what the issue is nor how to get the company to respond.

  • Initial Complaint

    Date:02/20/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered a custom frame from the company on 2/2/2023 ORDER #***** $90.03 The unit arrived 2/16/2023 unassembled Contacted customer service on 2/17/2023 and they said it was in the confirmation email - no where I saw, if you dug for it maybe - I didn't search their website and click on anything to attempt to do this Email the company on 2 occasion with the same response as above - put in a sample order again and no where did it say I needed to assemble the frame. I have all emails as proof along with the original order confirmation.

  • Initial Complaint

    Date:01/10/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We signed up for a "membership" under a promotion where our membership fee would be refunded after our first order. We placed an order and the company didn't refund our membership fee. We requested via phone and email repeatedly that they refund our membership fee per their promotion and they have never responded. Further requested our refund and to CANCEL our membership and told them they don't have our permission to charge our credit card. To date they have not refunded our membership fee and not responded to our calls or emails and NOW they have charged our credit card again for the membership fee.

  • Initial Complaint

    Date:12/16/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order with Custom Frame Solutions on Friday November 25th for 2 frames, 2 glass/foam packages and 2 hanging kits. The total cost was $253.84, order #***** (receipt attached). On 12/1, I received 1 frame in the wrong color (black was ordered, I received a brown frame). I tried calling to speak with someone but could not get through. The phone message said to email. My first email to them was on 12/1. I clearly stated that I only received 1 frame (brown) and nothing else. The response I received was on 12/3, not resolving my issue, but stating the potential for color variation on their website. I wrote back on 12/3. They asked for a picture of the frame, which I sent. They again asked for a full length picture, which I sent. They admitted to a glitch in their ordering system (see 12/6 email) and said they would send the additional items. On 12/13 I received 2 black frames, 1 glass/foam package (not 2 as ordered) and the 2 hanging kits. I emailed on 12/13 telling them I was still missing a glass/foam package. The reply I received was basically calling me a liar, saying they sent the glass/package with the first frame (brown) on 12/1 based on the weight of the package and the dimensions of the box (see email from 12/14). Again, the only item sent to me on 12/1 was a single brown frame - nothing else, which I was clear about from my first email to them and every one after. I have not received a response from my email on 12/14. I have tried calling them again yesterday and today with the same message to email questions. I am at the end of my rope and do not know what to do. The 2 black frames they sent arrived safely and in great condition as well as the glass/foam package (1 set) and the 2 hanging kits. I am simply looking for them to send the 1 glass/foam package that I paid for and have yet to receive. If you need additional information please don't hesitate to reach out. Thank you in advance for your help! Gratefully, ***********************

Custom Frame Solutions is NOT a BBB Accredited Business.

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