Complaints

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.

• Initial Complaint

  Date:31/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  A framed item had been accidentally broken. I took it in toe Art n Frame for repair. Advised item could not be repaired but offered to reframe item for $40. This was agreeable to me.
  
  It has now been a month. I have been back to the shop and the item is not there.
  
  Can I please have the reframed item back. I have phoned and emailed. No response to either.

  Business Response

  Date: 31/10/2023

  To whom it may concern,

  In order for us to locate this item. We have asked the customer to give us a receipt (He doesn't have it), we asked him to describe the picture (He doesn't remember), we asked him what else he could tell us about the framed item (size and what the piece was, he doesn't remember). We need a receipt, and we need to know what the piece is. This is unfair for us to deal with a customer who has no idea what we have even framed for him. We don't know when he has come in with the piece since there is no record. If you could please ask him if he has a receipt or what days he brought it in. This will help us locate the piece. 

  Regards,

  Art N Frame

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: 20806825
  
  
  
  I am rejecting this response because:

  The verbal arrangement was made with ***.  He took the piece said he would reframe it and the cost would be $40.  So where is the item?
  
  
  
  Sincerely,
  
  **** ******
  
  

  Business Response

  Date: 01/11/2023

  Dear ****,

   

  The best thing you can do is request to speak to ***, if he was in fact the individual who made this agreement with you. The other sales associates will not be able to help you since they were not present for this interaction. Confirm *** is in the store and set up an appointment with him for your discussion.

   

  Sincerely,

  Art N Frame

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: 20806825
  
  
  
  I am rejecting this response because: I am dealing with a corporate entity, a registered business in Alberta, and they expect me to track down a employee/owner of the store.  Look, it is the responsibility of the business to contact Ari it's not my responsibility.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 03/11/2023

  This was a verbal agreement between myself and ***.

  It is a small, approximately 6" x 6" framed piece.  It is a caricature of myself done by ******* ***** of the Edmonton Journal.  It was done and published about 30 years ago.  It was in a frame supplied by ********.  *** advised that he could not repair the item but he could reframe it at a cost of $40.  I agreed.

  Business Response

  Date: 03/11/2023

  Dear ****,

  We have been looking for your 6x6" caricature. Is there a possibility you have picked up this piece already and have forgot? As our records show, we do not have a 6x6" caricature we can located at the moment, but we are still looking. Do you have a date as to when you initially brought the piece into the frame shop?

  As provided above, please call our store and set up an appointment with ***, the individual who made the verbal agreement with you regarding your 6x6" picture that needed a new frame. If you have another copy of this news paper article, we are able to frame it for you for free.

  Regards,

  Art N Frame

  Customer Answer

  Date: 03/11/2023

  Message to Art n Frame

  I can assure you that I have not picked up the item and have twice been at the Riverbend location and being told nothing is there.  As I mentioned, this was a verbal request to *** who took possession of the piece and said he would reframe it at a cost of $40.

  As mentioned, the item was in a cheap ******** frame and *** said he would reframe it and call when it was done.  This was about 30 days ago.

  Haven't received any phone call and the item is not at the Riverbend location.
  
  

• Initial Complaint

  Date:31/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  April 28, 2022 - brought 3 large autographed movie posters to the shop to see if they could frame them they said they could and I paid $1,184.40 for the job to be done. The next weekend we picked them up. Over the next few days we noticed the posters were moving inside the frame. It got worse and I emailed the shop on May 14/22 about it, and they told me to bring them back in. When I did they told me the posters were too big to be framed that way (not sure why this wasn't brought up when I was first in there asking if they could be framed). *** the owner said the only way to do it was to dry mount (glue) them to fibreboard. We asked countless times if it was safe as these posters cost us $2,039.91 and didn't want them ruined. He said it was and showed us examples of other art in his shop that had the same procedure done. We agreed. We picked them up on May 28/22 and immediately noticed damage to the posters under the glass (scratches, dents, damage through the autographs themselves, glue drips). After talking he agreed to refund us for the cost of the framing, and he would take the frames back. We countered with him paying for the cost of the posters and he could keep the posters and the frames (and we would order them again and go elsewhere for framing them). He said he needed to think about it. We agreed we would take the artwork back home (in the frames so more damage wasn't done). We hung them up on the wall and waited to hear back. On July 30/22 the hardware on one of the posters failed, the falling artwork and shattered glass permanently damaged our hardwood floor, buffet table and the poster now has extreme damage from the glass breaking. We returned to his shop with the broken artwork to show him, *** accused us of damaging the hardware on purpose and denied everything he said about how he was going to contact us for a resolution, he then said he would call the cops if we didn't leave immediately. I feel he owes us $2,039.91 at least to replace the posters.

  Business Response

  Date: 12/08/2022

  To who it may it concern,

  This is the first time we have received an email in regards to ***. We will tell our side of the situation:

  Customers wife comes in and brought in 3 movie posters to our store location. According to our business experience, we did our best work, which we told them. The wife came to our store and picked up the finished product in the middle of May. There were no complaints at the time when she picked them up. Later they both come with their two children and the 3 pictures complaining there is wrinkles on the posters. We advised them that these are thin movie posters, there were wrinkles because we did not use this process called "dry mounting" which eliminates wrinkles for thin paper qualities. (By doing this, if the prints are worth something, the process of dry mounting is not recommended for signed posters but they insisted we try to do this process and eliminate the wrinkles.) 

  One day passes and the husband comes back to our store fuming and start to put a flashlight from his phone trying to find any problems possible. (We have never seen this kind of behaviour in the 30 years of picture framing.) He eventually tells us there is dust under the glass which we can re open to finished product and clean it, if there is. The process of opening and dry mounting and putting the posters all back together in the frame would have cost an extra $200 minimum.

  In the end, he comes back to our store loudly threatening us and shouting at us at an alarming tone. We told him to bring our product back (picture frames, glass, materials) and we will give the husband his money back if he's not happy with our service. We assumed he would agree to this. He wanted his money back right away and to keep the posters but we did not agree to this. He wouldn't leave our store without taking the 3 posters which cost over 1000 dollars and we had to also refund the money to him which was over 1000 dollars. We were hoping he would bring the product back, although he didn't bring our product back, he comes back more than a month later with a broken picture. Now he is saying our hanger did not hold the product which it was totally fine for that period of time (over a few months) and suddenly it breaks. We assume it was extensive forces that pulled the frame down to break that. It could not happen with a normal use of hanging. In the end he has threatened us for over the past 2 months and is trying to take advantage of our small business. Please be aware this individual is the kind of customer who is trying to take advantage of a small business and we have told him that this is harassment and will call the police if he comes in our store ever again! He has received free framing + dry mounting + extra labour of opening and putting back together the prints. He is still trying to get money out of us, please advise him to not be anywhere near our store unless he returns our product to us. We will take legal action against him if he ever tries to harass us ever again.

   

  In the end, we could not see his complaint, could you please forward it to us.

  Regards,

  ***

  Customer Answer

  Date: 12/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  These are all flat out lies.

  We did not insist the dry mounting was done, in fact we spoke about it for a good 10 minutes as we were hesitant. We also offered to pay for the dry mounting to which Ali said oh don't worry about it, it was already included in the original cost. 

  I am just so confused by all of this, why would I purposely damage hardware to a frame? And wreck my furniture and hardwood floor in the process? If another company wrecked his $2,000 property he would be upset too. 

  There's no point in arguing on this platform as he is just going to continue to lie about everything. 

  
  
  
  Sincerely,
  
  ******** ********