This is actually the first negative review I’ve written for any company, but I feel that consumers should know what they’re getting into when they decide to use Framebridge for their framing needs. I was extremely disappointed with the service I received, and the amount of time it took to frame the items I sent was completely unacceptable. I placed 2 orders for a total of 6 items to be framed on January 1, 2019. I did read the other reviews and realized that it was going to be a while before I received them, but it took over 3 months. So, January 6, 2019 I placed the orders. I did a designer’s choice for 3 of the frames, so I kept checking the website to see what the status of the orders were. I received 3 emails regarding the 3 pieces on January 21, 2019. I immediately selected the frames I wanted so they could go into production. I then noticed while scrolling through my order that 2 frames were on hold. I reached out to customer service to inquire about what was going on. These were canvas pieces and I was supposed to get an email about regarding the status because they had stopped production due to a question about how I wanted to canvases to be stretched. I never received an email, but I was able to get an email chain going to get answers and communicate what I wanted with the frames. I expressed my concern about not getting a notification, because it should be standard, the customer service representative said that it should have happened and apologized about the delay and lack of communication. February 4, 2019, I received 5 of the 6 frames. The frames looked nice, however, one of my pieces was missing the wire that goes on the back to hang it from the wall (the piece was a Marquette frame with a float mounting that was 16.25” by 21.25” and was $150.00, so I was disappointed to say the least that this was missed). I am not sure how something like that can happen, considering I would think the frames go through quality control, but it did. I sent an email on February 4, 2019 inquiring about my last piece. While on the website I noticed that the site was running a Valentine’s day special that guaranteed delivery by Valentine’s day. I was baffled as to how there could be a special going on with guaranteed delivery, and I still had not received a frame from an order that I placed in early January. BTW this was part of a set of 2, so the frames were the same but different sizes. February 5, 2019 I received an email response back that said this: Hi ______,K______, here. Thank you for checking in and I am so sorry to hear that one of your pieces didn't make it out with the rest of your order. Rest assured, your last piece is in production as we speak and should be getting the finishing touches very soon! I also wanted to take this time to apologize for any frustration you may be feeling as I know how eager you are to have all of your frames hanging on your wall. I have reimbursed for this last frame and you will see that amount of $79 back in your account within two business days. I have also created the promo code, thanks______ for you to receive 50% off your next order and we would love the opportunity to wow you in the future. Thanks, ____. Please let me know if you have any more questions and I will be more than happy to help you any way I can. Best,K______Customer Experience ChampionSatisfied with this response, I did not check back for a couple of days. I was told that my piece was in production, after all. I had also sent a photo of the missing wire in an email and they ended up sending me the wire and hardware to attach to the frame that was missing the wire. I received another email about the last frame and on Friday, February 8, 2019 saying I would have guaranteed delivery by Wednesday, February 13, 2019.February 10, 2019 I checked the status of my order and it changed from “ready to be framed” to “Hold – Backorder”. I called customer service to inquire about what that meant. This was an order of 2 and apparently the frame was out of stock, now. Obviously, I was incredibly disappointed because I had placed the order in early January and was told that I would have everything by February 13, 2019. When I talked to the representative, he said that the frame would be back in stock in March. He did, again apologize, and ended up refunding half my order. While this is nice, I would rather have my artwork. March came and went, still no frame. I finally received my last piece on Saturday, April 6, 2019 (exactly 3 months after I placed the order). I will never use this company again, and I absolutely do not recommend their services. Not only because of the delay but also because of the quality. The Marquette piece I did receive was a textile in a float mount and there is something on the inside of the frame on the glass. Again, not sure how that happens.
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