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:10/28/2022

  Type:Product 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.

  I purchased two custom frames from this establishment on July 17, 2022 for $891.24. I spent almost an hour (if not longer) with one of the employees describing what I wanted. She told me the turn around time would be a few weeks it took months. I went three months without any type of update. I had to reach out to them. No one ever contacted me to show me a proof - they simply went final with it. The quality of the framing is horrible. The design is horrible. They left parts out that I requested be included. I scheduled an appointment to discuss my concerns and see if the issue could be fixed. The "designer" I met with was condescending, unprofessional and ignorant. He was incredibly rude, impatient and inconsiderate. He kept talking over me and blaming me for the quality of the work. He then explained that they could fix it - but it would cost more money.
  

  Business Response

  Date: 12/26/2022

  Business Response /* (1000, 5, 2022/11/02) */
  I am sorry you were not satisfied with the finished
  design. When you picked up the order the frames they were in perfect condition after you inspected them and when they were returned and we were willing to redesign the two pieces at no charge; however, the frames were returned scratched and we can not be responsible for that I will not be able to refund any monies due to this.
  I can charge you the wholesale cost for the wood, and I will take care of the labor, if you wish.
  
  
  Consumer Response /* (3000, 7, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Sir/Madame -
  I think you have my purchase confused with someone else's. There are no scratches on the frames. The job just was not done as I requested. The "designer" that I spoke with last week told me that it was done the only way that it could be done. He was rude cut me off every time I tried to talk to him and explain what I expected. The product that was given to me is not worth the almost $900.00 that I paid. It looks horrible. Also - just for your reference, I was not given an opportunity to review the product before it was given to me. The same rude "designer" handed both frames to my husband and abruptly shut the door in his face. He didn't get a chance to say anything to him - Again, there are no scratches on my frames there is nothing wrong with the frames...the final product is not what I paid for for example the one frame should have three/four windows - it has two.
  
  
  Business Response /* (4000, 9, 2022/11/04) */
  Again, I am sorry you are dissatisfied. Would you please provide me pictures of the entire front of each of the frames?
  
  
  Consumer Response /* (4200, 11, 2022/11/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here are photos of the frames. Again, the frames are not the issue it is the layout and the windows in the frame.
  
  
  Business Response /* (4000, 13, 2022/11/14) */
  Thank you for sending the pictures.
  Your former employee approved the layout and the design. I am sorry you would have to discuss this with the employee that designed the layout.
  
  The frames were NOT BROKEN when you picked them up.
  We would never deliver broken frames to anyone.
  
  What happened when you took them out I can not be responsible.
  There is nothing else I can do for you and this is the final response.
  
  
  Consumer Response /* (4200, 15, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again - you have me confused with someone else. There is no employee...I am the person who met with you and went over everything. I did not approve the layout and that is what I was trying to tell your rude "designer"....I had no idea what the layout was going to be. The layout is horrible. Neither frame is the way I expected it. Both are not the quality one would assume they are getting for spending close to $1,000... I honestly I am tired of going back and forth with your office you don't seem to be understanding my complaints
  I am not interested in continuing this conversation. Please advise if your office is willing to refund me my money in full or at least partially. Please let me know what you are willing to do so I can decide my next steps. Thank you.
  
  
  Business Response /* (4000, 17, 2022/11/16) */
  By your own admission, you stated that the person that was in the store spent one hour designing with me, if there was problem with the design, it needed to be stated at the time of the design. The person approved the design.
  
  This is my final response; there will be no refunds.
  
  
  Consumer Response /* (4200, 19, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again (it's like I am emailing a wall...) I did not meet with the designer (or whatever he is)...I am pretty sure I met with YOU and you told me several times that you would have to talk with the designer...and would let me know. You never bothered to let me know what it would look like. When my husband picked two frames up your rude designer practically threw them out the door to him ...he didnt get a chance to look at them. I immediately called to see what could be done and was met with the same rudeness.. I didn't approve ANYTHING. So once again you are thinking of the wrong customer...the frames are not broken..or scratched. It is the layout that is horrible. Your responses thus far are consistent with my over all experience with your company... incompetent. I'll see you in court.