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:06/24/2022

  Type:Delivery 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.

  ArtToFrame.com shipped me a small piece of cardboard when I had ordered a nice frame with an enclosed picture for Fathers Day. When I inquired, they said it was an outline for a frame and this was obvious when I placed the order (it was not - you download an actual pic and select a frame).NOW THE WEIRD PART - They put this small piece of cardboard trash in an 8-foot, unwieldy shipping package. And said they dont pay for returns. The cost to return the item was over 3x more than the actual item! So no one would do this. Its by design - put trash in giant box, make it impossible to justify returning. STAY AWAY!

  Business Response

  Date: 06/24/2022

  Hi 

  Looking at your order I do see that it is for a mats only

  The price paid for the order does reflect the item selected,

  and the email confirmation you received when you placed the order does state that the item ordered is a mat

  please take a look at the attached image. 

   

  If you do not want the item received it may be donated to a local charity of your choice, and once an image of the donation receipt is sent we can process for a refund on the order. 

  Kind Regards

   

  Customer Answer

  Date: 06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  It is entirely unclear to the Customer what is being ordered, esp. as I was requested to download an image in the process (I never actually got that image). MORE concerning, is there refund and return policy. They package small pieces of cardboard trash (referred to by them as a "mat") into giant 8-foot boxes then tell you they won't do a pre-paid shipping label. The result is by design - the item will be more expense to return than it actually costs, so the Customer can't justify the return and is stuck with the piece of cardboard. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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