Reviews

Review Details

• Review fromMichelle H

  Date: 09/09/2022

  5 stars
  Hi BBB - I called the Send-A-Frame company to thank them for the beautiful job they did on my order. I needed it rushed, they didn't charge me anything extra. And I received it 3 days later with free ****** Can't beat that. The young lady I spoke to said that she would really appreciate if I made a review on the BBB. So - what a wonderful company! I had used them before, about 2 years ago for a large order of Christmas gifts and then thought about them when I needed this wedding gift asap. The customer service rep went way beyond what I would expect of someone, helping me to checkout. Then someone called to check if I needed a gift card (I didn't). And - as I said - my gift arrived only days later, packed as if a truck could run over it and not damage it. I have ordered from ******** and others - beautiful too, but this was a jewel. Best of luck to you all - and please keep up the great job! *****************************, order # ***-498485

• Review fromMichelle H.

  Date: 09/01/2022

  5 stars

  Michelle H.

  Date: 09/01/2022

  I have used Send a Frame for years for a variety of beautiful frames including personalized baby frames. The frames and the personalization are top quality, beautifully done and cherished by the recipients. A fabulous company offering fabulous frames and customer service!

  Sendaframe.com

  Date: 09/07/2022

  Thank you very much for your kind words and vote of confidence. It is a very much appreciated "tip". All our customers are treated with care; your account has been noted as a friend of the family.

• Review fromJennifer A

  Date: 07/27/2022

  1 star

  Jennifer A

  Date: 07/27/2022

  This company does not honor the policies or "guarantees" stated on their website and their customer service is horrible to boot. Their website states they will meet or even beat the price for any frame they sell if you can link to a store that has a lower price. You are supposed to submit a price match request to them and they "guarantee" they will reply back within 60 minutes maximum during business hours. I send in a request during business hours, then more than an hour passed with no reply. I went to their live chat customer service to ask how much longer it was going to take and why they bother "guaranteeing" something specific if they don't actually plan on doing it. I was connected to a service rep who was rude and clueless. She kept claiming that for the price match to be done, the frame had to be listed as "in stock" on the competitor's site, and she claimed this was stated on Sendaframe's policy page. Their policy page says absolutely nothing about the item needing to be listed as "in stock" - the words "in stock" are not even written anywhere on the whole page! I called the rep out on this and she kept insisting I was wrong, even though their own website is direct proof showing I was right. Rather than being polite and trying to make things right so they could get my business, the rep kept being horribly rude and insisting over and over again that I was wrong. I have never experienced customer service this bad in my life. All this over a $6 discount. What kind of company needs to fight with a customer over $6? Thanks to that service rep, they not only lost the sale, but made sure I will never buy from here at all, and tell everyone else to stay away too.

  Sendaframe.com

  Date: 08/20/2022

  We are very sorry for your experience. We always strive to improve and take reviews and feedback very seriously. Our guaranteed price policy (as stated in our website): Our Pledge: If you find any item in available quantity at a lower shipped price from any authorized on-line retailer of that product, we will absolutely beat that price by at least 5%. Not just match ... BEAT ! We use the words available quantity instead of in stock. The meaning is the same but we understand how it could have been misunderstood. We can only match prices if a real purchase can be made. Very often companies no longer carry a product and don't bother to update the price as they dont have it in stock.As a matter of fact, the frame - a discontinued item you were interested in - was listed by us for $12 and the Wal-Mart listing of the same product that they did not have was $6.95. Our **************** Representative offered you a courtesy discount on our Live Chat and later our CEO reached out to you by email and offered you a 50% discount - even though it did not meet the criteria for our Guaranteed Best Price Policy.If there is anything we can do for you, or if you have further questions, please do not hesitate to call us at 1-866-SENDAFRAME, email [email protected] or use our LIVE CHAT at our website.

  Jennifer A

  Date: 08/27/2022

  The *** did not reach out to me initially. I reached out to him specifically about the service rep's rude and awful ********, not because I wanted a discount. The service rep had told me to go buy the frame elsewhere because she didn't care if Sendaframe was losing my business, and I indeed already went to buy the frame elsewhere before even contacting the ***. All I wanted from the *** was an acknowledgement of the service rep's unacceptable ******** and that she single-handedly caused him lose my business. Instead, the *** defended the rep's ******** and showed me that he had retained a copy of our live chat without my consent. Nowhere on the live chat page does it say that chats will be stored on a server nor did it prompt my consent to do so. This company is deceitful, shady, and has awful customer service defended by its own ***.

  Sendaframe.com

  Date: 08/29/2022

  As we mentioned in our first response to you in this BBB Forum, we are very sorry for your experience. We always strive to improve and take reviews and feedback very seriously. We also appreciate your concern for our business. We reviewed the Live Chat when you complained to our CEO and we do stand by our **************** Rep. ** the contrary, even though your request for a match was not warranted as the item was not in stock by the company who showed a lower price, our **************** Representative gave you a generous offer. She was courteous, she was knowledgeable and she gave you a great offer for half price. Yes, the total difference on this $12 item was $6. We strive to provide outstanding customer service but we cant reprimand nor terminate an employee who did their job and went above and beyond to try to meet your request (beat the price). Unlike a phone conversation, a live chat permits clarity and does not leave much room for interpretation. Again, we really appreciate your concern for our business. We are always available for our customers.*************************** ************************* Relations.

  Jennifer A

  Date: 08/29/2022

  To anyone reading this: Be sure to check reviews for this company on this site and others, of which most of the negative ones point out this one specific rep by name as being rude and having completely unacceptable behavior. This company does not care that this specific rep's ******** has caused them to receive dozens of negative reviews and lose tons of business. The rep did NOT offer me half off, she offered 15% off "courtesy discount" which did not even match the price of the other site, and after I refused that, she rudely told me I should go buy the frame from another store (which I did). This directly caused the company to lose my business for that transaction, and the CEO's defense of it caused the loss of my business for good. This awful company is not worth dealing with- look at how they vehemently defend their terrible customer service in this review and all the other negative ones instead of admitting their faults and promising to do better. Just buy the frame from a mainstream store instead, which are dedicated to excellent customer service and would never allow their service reps to talk to people the way this company does.