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Business Profile

Picture Framing Supplies

Custom Frame Solutions

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Picture Framing Supplies.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/27/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Custom Frame Solution's Wholesale Club is a scam. They claim 65% off of frame prices, however they are far from it. They have you go to a different site all together and hide frames from their main site (you have to search for the frame # as it's not in their browse). On CFS's main site Frame ******-*** in 30x40" size quantity of 5 is $351 with their 45% off sale automatically added (Regular price for the 5 frames $~638.18) On their wholesale site which is supposed to be 65% off Frame ******-*** in 30x40 size quantity of 5 is $280.80 with their normal wholesale pricing (making their "regular price for all 5 be $~802.29). As to be a wholesale member you are paying $49/6 month period to be a wholesale member to get only an extra 11% discount off their best sale price when advertising higher.

  • Initial Complaint

    Date:09/17/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Date of transactions: 8/23/22 and 9/6/22 Order numbers: ***** and ***** Originally I ordered 2 custom frames for two posters I own. This order was $73.13. These arrived in fine condition, however it was not specified in the product that a backing and front were needed. I just received 8 pieces of wood that needed to be assembled. After realizing this upon delivery I went back to this business to order acrylic front and mat backing of the same dimensions. This order cost $93.55. When it arrived both acrylic fronts were severely scratched even after taking off the protective sleeve. Additionally, both the acrylic fronts and the mat backings are the incorrect sizes. When I reached out to customer service about this, I only got a recording on the phone. So I followed the instructions on this recording and followed up with email. Response was extremely slow and I had to reach out a second time before I even got a response. They were unable to provide any help or solution other and will not refund the cost of the erroneous acrylic and matting. Im fine with a 25% waste fee for the wooden frame. However I am not ok with not receiving a full refund and refund on shipping for the acrylic fronts and matting since this is the sole fault of the company.

  • Initial Complaint

    Date:08/19/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 with Custom Frame Solutions and received an email confirmation of my order but no invoice or order number. I week later my order arrived but half of the items were missing. The order did not include an invoice or status of the missing items. When I tried to contact CFS by phone, the recording stated they do not have staff to answer phones. I wrote to the Sales Department, but no response was received.

  • Initial Complaint

    Date:07/31/2022

    Type:Product Issues
    Status:
    Unanswered
    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 spent over $130 for a frame from Custom Frame Solutions. When I received it and went to put it together (since the frames do not arrive assembled), the parts did not fit together. I reported it to the email they provided ([email protected]) to which I received a generic, "We are sorry to hear of the reported issue regarding your order. Thank you for your pictures, we will forward them to the shop, a frame expert will take a look at your order." response. I have followed up weekly since then, as it has been over 3 weeks since my initial contact. This company is selling defective products, not responding to follow-ups for a resolution, and wasting people's money.

  • Initial Complaint

    Date:07/19/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 16x20 frame with hardware and acrylic insert (Order *****) on 7/2. I received the order yesterday (7/18). The company shipped me for sticks of molding. No acrylic insert. I ordered a fully assembled frame and received a DIY project. I paid $70 for a fully assembled frame. I have bought from this company in the past and have always received fully assembled frames so I dont understand the lack of workmanship and service. I have contacted them via their customer service and they do not take calls. The instruct customers to email...which I have twice...no response. I want to return these items at the company's expense and a full refund. Please assist me. You should get the AG involved. I have read other customer reviews on your website and now know, they do this on a regular basis. This is deceptive marketing. Bait and switch.

  • Initial Complaint

    Date:07/16/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Order ***** Frames were broken and unusable upon arrival.I sent email as directed by phone recordings since there is no way to get someone on the phone.Company responded that they were sending a fix it kit?? Nothing ever received and theres no way to fix it.Ive emailed 4 more times for updates to refund or new frames. Zero response.This is theft.

Custom Frame Solutions is NOT a BBB Accredited Business.

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