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:12/01/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 received my two frames but I cannot put them together. I ordered metal canvas floating frames. The instructions I received are for a metal frame and came with spring clips. I either have the wrong instructions and hardware OR I have the wrong frames because I have no way of attaching the canvas to the frame. Company has phones turned off, is not answering emails or chat. I continue to see the company post "deals" online. A company that cannot actually talk or respond to customers should not be selling any more product if there's a huge backlog of complaints. I just want to be able to put my frames together. My order # is *********.

  Customer Answer

  Date: 12/18/2022

  There needs to be another option. I heard from the business but the issue is NOT resolved because of them.

  First email sent by me was on Nov 26.

  I finally heard back from them Dec 3 (8 days later and after I filed my complaint). They said it was only instructions and sent me a PDF with instructions. That did not resolve the problem because they didn't send me the correct hardware. 

  I sent a message back on Dec 3 saying that I didn't have the hardware. 

  I finally heard back on Dec 13 (10 days later) that they were going to send me the right hardware. It's Dec 18 and I did not receive it yet.

  I have ZERO confidence I will receive anything. After watching ******* videos and doing my own research, I spent an additional $20 buying my own hardware and through trial and error I figured out how to put together on my own. So *I* resolved the issue myself and gave up on this company and will never order from them again. 

   

• Initial Complaint

  Date:11/26/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On Nov 17 2022, I ordered a custom frame and photo print for my mom's celebration of life. This is a time sensitive engagement. The company advertised 3-5 business days processing time, and I paid for 2 day shipping. Once I placed the order, I got a confirmation email. In that email, they reported the possibility of processing time delays on Nov 17, I emailed their customer service, explaining the urgency of the situation and if this item cannot be completed in time, I need to cancel and refund the order. I received a generic response that they are short staffed and will respond in 3-5 days. I emailed multiple times over many days, only receiving the generic email response. Their phones are down, and evidently no one is manning their online chat during their business hours. I tried to contact the company through *****l with no response. This is so upsetting, especially considering my situation. I don't have a lot of money to spend outside of my budget, and I'm trying to buy something nice after my mom's death for her service. I need this item either by Nov 28th, or I need a refund. Interestingly, on their site, they still have their BBB accreditation at the bottom. BBB states this company is currently suspended.

• Initial Complaint

  Date:11/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have six open orders totaling approx $1000 which are severely delayed for weeks/months. The company’s phones have been shut down for 2 months, they do not reply to emails. If you manage to get someone on a live chat, they are not able to give any definitive information about orders. Apparently the company was recently sold to a corporation from the family run business I have been using for over a year. I need my orders finished and shipped asap!

• Initial Complaint

  Date:11/18/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered two picture frames on October 5, 2022. Order # ********* Today is November 18, I still didn't get my order and didn't get the answer when will I get it.

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Original order (#********** placed 10/09/22, 4 frames totaling $255.71. Received order in 4 separate shipments around 10/20. 2 of the 4 were completely incorrect sizes and unusable. Next to impossible to contact company. Phone lines are ‘temporarily shut off phones due to the influx of emails’. On line chat- queued up many many times, when I’m next in the queue, I get a message to reconnect. The one time I could send a chat, I was immediately cut off. At least that prompted the customer service rep, Kaye T. to email me. Through email she agreed to send replacement frames. Have received 1 a week ago and back to square one trying to find out where the second one is.

• Initial Complaint

  Date:11/09/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order for a pre-cut ready made 8x10 frame from GraphikDimensions company pictureframes.com on October 6th, and received a confirmation email afterwards stating in writing "production time is running normal at 2-4 business days" before shipping. It has now been 33 days since placing my order and despite ten live chats, four emails, and countless phone calls to pictureframe's 800 #--which has been conveniently shut off for months due to "too many orders"--with not a single answer as to what the hold-up is, or when it will ever be rectified, produced or shipped. ZERO answers. Multiple messages have also been left on GraphikDimnsns # and their new corporate Colorado HQ number with ZERO response again after an unacceptable five weeks of waiting. This is false advertising and a typical bait and switch scam. According to their own employees live chat, pictureframes.com knew they were "running behind on production weeks before my order was placed" and weeks before my confirmation email stating they were running normal. They have done nothing to correct that email and people placing orders today are still being told production is normal--not even a warning on their website still! I was told this just this afternoon by "Linda" on their websites live-chat that production time is still normal; of course when I told her when my order was placed five weeks ago they start scrambling for BS excuses and provide no answers whatsoever. They will not give out production's email, will not give out any manger's info, no email, no name, no number, nor will they have one even contact you in any form, no email, no calls--NOTHING. I am trapped since I need this exact frame extrusion to match the rest and cannot source it anywhere else, but no one has the courage to even return a call or email or provide any answer in any way. I'm not looking for a refund or any money--I want an answer on what the hold up is. I want an ETA. I want my product. DO YOUR JOBS.

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  First of all, this company has the name Graphik Dimensions, Ltd. When I called the phone number, they say they are *****************, So I am filing this for Graphik Dimensions as it has the same address listed on ***************** emails. On October 13th, I ordered a custom frame, they charged my credit card, and I have received no update at all. The order says “processing” and hasn’t changed in nearly a month. I have emailed several times and tried to set up a Chat, and have only received an acknowledgement email saying they will contact me in 3-5 business days. I have gotten not a one response. They have shut down their phones. I wish I had checked reviews on this company as many other people have had the same problem I have had, going as far back as August, and probably further. I am appalled at the lack of response. I feel as they have stolen my money. If this complaint doesn’t initiate a response and resolution from this company, I will contact my credit card company as even if they say they will refund my money, I have lost faith in the honesty of this company, and don’t feel I will ever see the refund.

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On Sept 27, 2022 I placed an order for seven (7) black 11" x 14" ***** *** ******* ****** (***** ********* from ******* ******.com, a division of Graphik Dimensions Ltd (order *********** with each frame costing. These were charged of am Mastercard ending with #****. With in the week I received six (6) gold 11" x 14" frames. I started calling the company on the phone number provided on my oder confirmation (800-332-8884), trying many times a day to get through but being disconnected or on hold as long as 35 mins. It took me two days to get a representative. She apologized for the mistake and said they would promptly send the correct items (overnight shipping). A few days later one (1) black 11" x 14" frame arrived. I started calling and emailing (with the required photo proof) the address given and after about 3 or 4 days got through on the phone as I had had no reply via email. Again I got the information they would correct their mistake. Within the week I received four (4) black 11" x 14" frames. I again tried to contact them but now, and for the past several weeks, their they are not receiving phono calls and I have tried many times to reach them via email, but have had no reply. So I am still short two (2) frames that I have been charged for. As I side note, I daily receive email ads from them advertising sales on their frames, yet they can't seem to fill the order they have received.

• Initial Complaint

  Date:11/03/2022

  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.

  I ordered a custom print on canvas 10/14/22 ($650.62 total) and have made repeated unsuccessful attempts to contact the company via email, phone and chat (10/28 and 11/3) for an order status. As others have said, I think this company has gone out of business. My next action is to dispute the charge with my credit card company. I don't understand how a company can be allowed to operate without any way to communicate with it or provide any customer service, even a mass communication of delay to their customers, even a website update, etc. I have done business with this company for over 30 years, and never had anything like this happen before. I attached my order confirmation stating the production time is 4-5 business days. As of today, it has been 15 production days and now, the order is so late, I have to source and pay another local manufacturer in order to fulfill my order before 11/18. I'm very sad to see this happen to Pictureframes.com. I would appreciate a refund, but if they don't respond to the credit card dispute as others have said, I suppose my order cancellation is resolved.

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  The business never responded to complaint ID ********, but they have refunded the entire amount of my order back to my credit card. Thanks for your help!

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Frame ordered as gift, arrived broken. Called, recording, nobody to speak with. Emailed, no response. I am out 163.64.