Pictureframesexpress Reviews 140

Really pleased with this purchase
I bought a floating frame that was very reasonably priced vs competition. I was worried about the quality, but it arrived today and it is stunning - really well made and high quality finishing.
It shipped very quickly (1 or 2 days after ordering) and though I had some issues with the delivery (not their fault, Parcelforce’s problem) their customer service very kindly and efficiently helped me (Lucy went above and beyond!! Thank you so much for that, it’s people like you who make the difference for your customers!)

Avoid them!!! they charged me for something that has been delivered to a different city, to somebody that is not me and they do not care. I have lost over £100 and time. I should have read the reviews before ordering from them as the complains are the same. NEVER AGAIN

Great customer service. My frame arrived slightly damaged and they sent a replacement quickly with no fuss.

Having wasted three months trying to get local high street framers to make a box frame for me I decided to try an on-line frame maker. I was attracted by Frame-Expresses website and their telephone support for advise. The frame arrived today, 7 working days after placing the order. Would certainly use them again and recommend them.

I’ve just taken delivery of 3 frames, one of which was very large. Really delighted with them. Exactly as they looked on the website. They were also very well packed for protection, and delivered inside a week. Will definitely use again.

Picture frame ordered, four weeks prior to needing dispatched on the 26/11/21 with yodel.
Not delivered, company contacted, informed yodel would be contacted for re-dispatch. ch
No frame, now to late to use company not interested
"you ordered it, to is custom we do not accept them back" but not delivered
I am unsure how this is my problem

Avoid if you have a time frame (pun intended)

I ordered a couple of small frames to see what the quality and turnaround time was like. I was very happy with both. I see that they have had quite a lot of negative reviews here and it would be good if they took the time to respond to them. My experience was hunky-dory though - I was pleased to see that they were recycling packaging. It might not look as professional but it does the job and saves the planet (a bit).

Ordered four custom-sized frames. The quality of the frames is fine for the price, but three of them are too big and with backing boards that are significantly too small, so they can move around in the frame (see photo).

This means that the prints are not sitting properly in the frames, rendering them useless.

I sent an email explaining that the frames had not been made to my sizes and asking for new ones to be sent out. I received a rude and dismissive response saying that the frames had been made correctly.

I asked again, but to no avail. I’ve now had to file a dispute with my credit card company.

I normally take my prints to a local framer, but decided to go online as I had a few small and cheap things to frame and didn’t want to spend too much. I guess you get what you pay for - I won’t be using Picture Frames Express again.

Ordered several large made-to-measure oak frames in two orders. All look great quality, fit the images perfectly and arrived very quickly. Highly recommended.

I have used this company a number of times and always been satisfied until now. I ordered a frame called Bracken and filled in the measurements.
The frame I received was the wrong size and the colour bore no resemblance to that on the website.
I was, of course, told that the frame was based on the measurements that I provided but they bore little relationship to the size I needed. Yes, I should have checked the invoice but I assumed it would be correct.
I was told that the blue frame I received was the right colour but Bracken is a green colour as shown on the site. I was told it must be the settings on my computer but on 5 separate devices the frame pictured on the site is green and nothing like the blue one I received. The customer service rep offered a 40% reduction on a replacement frame but when we phoned to reiterate the point that the colour was wrong, she became resistant and unhelpful. I will not use this company again.

I recently purchased two picture frames and a mount and am very disappointed with both picture frames. I am disappointed with the first, smaller of the two frames, because on Picture Frames Express website the photo shows a gold frame, but in reality the frame is mostly black with just small patches of gold. I am disappointed with the second frame, because the photograph of the frame on their website bears little resemblance to the cheap-looking, shiny, molded, what appears to be plastic in real life; this is obviously not the appearance I was aiming for when I paid what I consider to be a substantial amount for it. A final aspect of the larger frame that was sub-par, was that where the backing board meets the frame at the back there is quite a gap (a photo of this is attached too), so that the metal grips only just hold the backing board in place.

All in all I am very disappointed. The time it took to decide and find (what appeared to be) very suitable frames, upload the measurements to have them custom made, and then pay a subsitantial amount for them has all been an utter waste of time and money. I do not have the energy (or needless to say money) to start from scratch and search out new frames for these pictures, but prospective buyers should know how poorly some of PFE's products are made and appear in reality. I consider the photographs on the website to be misleading and will not be shopping at Frame Express again.

I am now faced with the prospect of trying to make the surface of the larger frame appear less 'plasticky'; impossible, no doubt, because it is so filigree it is impossible to sand but I can't bear living with it looking like it does.

A last point is that I tried to repurchase a single custom made mount from the company that I had purchased before along with the two expensive picture frames; no go - you can't place an order for less than £18! If you do, they try and bulk up your basket with recycled packaging which costs up to £18 (the mount was only £2)!! What company does this? I've heard of astronomical postal charges, or limits on free postage and you pay for delivery if your order falls below a certain amount, but never this ridiculous policy of not letting someone make any purchase at all if the value of that purchase falls below £18.

Their customer service representative (Lucy) replied to my complaint promptly and courteously and has been absolutely wonderful in trying to rectify (within the parameters permitted her by the company) the issues. She offered to replace the gold frame (which isn't gold at all but actually black). Nothing can be done to recompense the disparity between the appearance of the larger frame on their website and how it appears on my living room wall, however, so I would say beware that many frames on this website are RESIN and do not look nice at all in real life, though they may look fine online.

The turnaround for this company has gone from surprisingly quick to abysmal. The communication is awful – you can't get a proper idea of when your frame will be dispatched, just vague promises that turn out to be untrue. The frames took over three weeks to arrive and one week away from when I was told by staff on the phone that they would arrive. I wouldn't have minded so much if they'd respected me enough to give me a proper estimate.

Worse still, when I spoke to a framer on the phone they seemed very confused about charging me for a very simple process of putting a white wooden slip in between the frame and the painting. They charged me for the process, I paid. They then said that I hadn't paid enough so I paid the extra. They then said that they'd charged too much and refunded me.

I can only surmise that the company has changed hands because this level of incompetency and complacency wasn't part of the experience a year ago.

Where do I start with these guys…..I bought over £80 of mounts and when I received them the apertures / window were cut to the exact size of the artwork and fell through the apertures rendering them useless.
I even phoned them to double check before I made my order to see if they automatically make the mount a bit bigger as there online “Mount Designer” was confusing and when I called was advised that they do automatically add 8mm.

So when I contacted them to get them to send me replacement all I got was a rude and patronising staff member putting all the blame on to me and conveniently having recollection of the call I made days earlier. I have been been ordering mounts for over 25 years and was made to feel like a child while they took no responsibility.

I would never say Avoid a company but I will say be careful with these guys they can turn on you as soon as issue occurs.

I was looking for a UK based 'bespoke picture mount' company and they exceeded my expectations.

QUALITY: yes! I chose 2 styles for my mounts 'EXTRA THICK' and 'MUSEUM', in white:
The extra thick mounts are divine, what you'd find in high end museums. Thick and luxurious. The 2nd style is also excellent.
Mounts were immaculate, clean, undamaged, wrapped so strongly and measured to perfection.
Their website was by far the most pleasant and easy to use I have come across when browsing other companies.
My framed photographs now look superb on my walls thanks to the mounts, they make a big difference.

PRICE: the price was a fraction of what a London Soho top framer would charge me. I know because I used to pay those prices. I see no difference in quality.

SPEED: I knew it would take 2 weeks because I rang them first to make sure they were still open (lockdown 2021), secondly to know which courier they use (Parcelforce, in my case).
The lady was friendly and truthful, she said they were very busy and it'd take 2 weeks before any dispatch :)
I am delighted they are busy, what a great thing to hear!

I will without a doubt buy future mounts from them from now on.
10/10
order number: 288286

WHAT HAPPENED TO THIS COMPANY?

Used to use Frame Express all the time for my picture frame requirements. It was a fast and friendly experience. Lately, there are APPALLING! Customer services is SO RUDE and they take 2-3+ weeks for delivery. What is "EXPRESS" about a 3 week wait for delivery? False advertising! Quality has plummeted too, my last frame fell apart. WHAT is GOING ON? Dreadful experience and I won't be back. AVOID!

Watch out when you use their 'frame designer'. It does not accurately depict the way your picture will look. If you order a mount, part of the mount will disappear under the 'rebate' of the frame. The picture it creates on the 'designer' tool on the website does not account for this, so you are not in the end sold what you thought you were. Oh, and if you point that out to them on receipt of the frame, you'll be told it was your fault. Ho hum! (To be fair, the frames are pretty good though)

Having spent around £80 last march on a white wood frame I recently noticed has it has now developed a 15cm crack on one side and is now warped. This was disappointing enough but more so was the 'brush off ' mechanical response that simply told me " it was only guaranteed for 6 months ' No attempt to placate me in anyway even as a returning customer....obviously customer service skills were in Isolation. 'Caveat Emptor '

Fantastic company!!! I’ve bought two frames from them now, both times both the service was brilliant and the frames are lovely! The website is so easy to use and such a fab array of frames to choose from.
I was particularly impressed with the service from my most recent purchase. I made an order for a frame very last minute for an anniversary present for my partner, and emailed them asking if there was any chance it could be delivered as soon as possible. The lovely Lucy who I dealt with ensured my order was bumped up and I received the order two days later. Incredible service and the frame is perfect :)
Will definitely use again to frame my prints

I have used Picture Frames Express a few times and every time the experience is superb!
Great Website
Great Communication
Great Products
Highly Recommended

Exceptional range of frames, mounts and fixings, all available via their very easy to use website.

I do not think that they are the cheapest but, by gum, they are very, very good. Besides- i would gladly pay a few £ more to get the perfect frame for the perfect finish.

I have been buying frames from them for a few years now and every single one has been perfect. When I have had issues I felt able to contact them easily and know that the issues would be resolved

Last week I placed an order and later needed to add another frame, so I emailed them to ask if that was possible and got a prompt reply with a request to generate the order manually and the rest was done within the hour. The day before delivery I got a phone call to say that I had left something off my order and had it explained to me and resolved within minutes. Over and beyond the call of duty as they could just have stuck with the letter of the order and let me deal with my mistake. Very happy with the product and service.

Also- their packaging is great and I have not had any damage with any of the many orders I have placed over the years.