Picframes Reviews 122

Like many others, I am trying to get an answer on when my delivery will be received. It is for a wedding gift and now too late to find another custom option. No customer service response to emails and no online call service. Save your stress levels and pay a bit more for another company.

Supply of my current order (3 x frames) is late. I've emailed Picframes, requesting a status update, and I've tried to contact by phone. No responses yet - surely it's not difficult for Picframes to provide a simple update, as I've requested in my last mail?

It appears I am not alone in providing a negative comment about this company - just look at some of the others. Do not be tempted by the permanent 10% off they have on their website.

I placed an order with Picframes, but realised I needed to amend the order. Their website does not allow you to change or cancel orders (just view them). So, I sent them an e-mail via their contact form and tried to phone them first thing the following day.

Their website states that they respond within 24 hours - THEY DO NOT. I've sent several contact forms, and it takes them about 4 days to respond on average.

I tried to call them on their number several times during the day, but nobody answers. To be honest, I don't know why they have a phone number.

On their website, they claim their current order times as taking 5-7 days from order - THIS IS NOT TRUE.

My order didn't arrive for over 21 days from ordering. I received several e-mails saying it was going ‘into production’, ‘in production’, ‘ready for shipping’ - but I still didn't receive my order. Their website states that the frames are in stock, but the company's response said they had delivery issues getting the materials (which implies they do not have them in stock).

When my order was finally shipped by DHL, they delivered it to the wrong address (with somebody else's front door photo and signature). It took me another 7 days to get DHL to tell me where they had delivered it, and I had to collect it myself from the incorrect address in the end.

The order was well packaged, and the quality of the frames is just about fine, but nothing special. I ordered 22mm frames, but the frame is more like 18mm (and very similar to another frame they sell - which I didn't order). The frames tend to bend/buckle, so I’ve had to put some glue to hold them together.

Would I buy from this company again - certainly not. I was tempted by the 10% off and other claims they make on their website. Any company that doesn't respond to customers in a reasonable time should not be selling online.

After a month and a half I received a completely different order. Don't even bother

My wife bought me a Pete McKee print for Father’s Day but as it was a non standard size I needed a custom frame. I placed an order on Saturday 15th July using the urgent service option and received it via DHL on Thursday 20th July. It arrived well-packaged and intact. The quality was good and I had no issues with the service at all. I would not hesitate to use again.

Updated review 21/7/23

Since posting my original review I have received email contact from Picframes and I am very pleased to say that they have sent out a replacement frame which has arrived undamaged. I have therefore upgraded my original review from 2 stars to 4 stars as I think this fairly reflects the experience I had with them.

Original review

I ordered a made to measure frame from picframes to frame a lithographic print for a present. The picframes website was very slick and easy to use, the price was competitive with other frame manufacturers and there were some good instructional videos on how to measure up correctly for your frame/picture.

The website makes it clear that made to measure frame take slightly longer so I made sure I allowed enough time.

The company kept me informed via email of when the frame was manufactured, sent out etc....and provided a tracking link for DHL.

Unfortunately the package arrived damaged with "DHL repacked" tape wrapped around the top section of the box. Upon opening the parcel and inspecting the frame I found that one corner of the picture frame had been dented/damaged. It seems likely that this has been caused by the couriers company DHL given the tape on the box etc....

I took pictures of the package condition and the damage to the frame and emailed them to picframes I didn't hear back so I emailed them again 2 days later. This time I got a reply from Mike who said that a replacement frame would be made up and sent out the next day. That was on 11th July and I have heard nothing since.

I emailed them again on both their company email addresses but have received no reply or acknowledgement. Tried calling their telephone number 01270 625675 multiple times over several days and all you get is a prerecorded message that says "thank you for calling pic frames, please wait".....it then immediately states "sorry no-one is available to take your call. Goodbye" and hangs up. So it's impossible to speak to a human being. Their office hours are 9.00am - 4.30pm but it doesn't matter what time you call it always hangs up after the prerecorded message.

Its a shame as the frame construction is good and if it wasn't for the damage, followed by their lack of communication when I alerted them to it then this would be a positive review.

Unfortunately it seems from reading other reviews that the customer service aspect of their business is what is letting them down....or rather the lack of response. I am hoping that this will get resolved and a new frame will be sent out as otherwise my only option going forwards would be to contact my payment provider and request a chargeback which would be the absolute last resort.

So if your frame arrives in perfect condition then you will probably be very pleased with the service from picframes. However, if you have anything that requires you to make contact directly then unfortunately your experience may not be as satisfying.

I've given a 2 star rating at this time but will update my review accordingly in the future.

I ordered a frame and mount and all arrived as ordered. However the picture hanging fixings were not included. I have emailed them twice and have now tried to phone but just got an ansaphone message with no opportunity to leave a message. Everyone makes mistakes but this company does not provide any means to resolve issues

I have placed an order with this company,no comfirmation email received and no answer to phone.Very worrying.

UPDATE TO REVIEW - Thank you so much for looking into my issue and letting me know you were resending the order which i've now received and am very happy with the quality of it. Changed rating from 2 - 4 ... just sorry i've felt i couldn't give you a 5 because there is no phone messaging option, no contact form on website and it took a few emails to get a reply.

ORIGINAL POST - Ordered once and they seemed good. Placed bigger order and only received the mounts and not the frames. Can't get through on phone number. Haven't yet received a response to my emails and am now out of pocket for the two frames i ordered. How else can i get in touch with them?? Please help picframes ! I want to be certain i can happily use you in future and recommend you!

I ordered 2 sets of frames giving the picture size as the total frame size. not expecting to have to add any additional dimensions to the frame as it was a tight fit.
Anyway the invoice came and I noticed the frame size was 50mm larger so I contacted the guys and they informed me they would cut the frame to my dimensions.
the frames came and there was a discrepancy in the sizes so I contacted the team and sent me a new set of frames to fit my dimensions.
(luckily i had the guys mobile number as he had rang me see above)
overall I am satisfied with the service I received and the mistake was rectified quickly and efficiently. so I cannot fault them.
The frames are of average construction and price.

I ordered 2 frames. Unfortunately one came with some damage. I took a photo and sent it to their customer services. They sent me an apology and a replacement frame straight away. I will definitely be using them again. Such a relief and pleasure not to have any prolonged hassle.

I'm also suprised by the negative comments. Professional throughout and excellent quality frame. Good value for money too. Overall really pleased with the service and frame.

Ordered a frame from them and despite submitting all the correct details my order was cancelled. They told me it was a server error - incomplete details in a reply which included the invoice with all the details on it. Rubbish company that doesn't know what they are doing, glad to shop elsewhere.

I'm genuinely staggered by some of these reviews. My experience of the company is that I think they are exceptional. Nathan is Sales needs a special mention.

Its worth paying the extra £1.50 to be able to replace the order if you've measured wrong. I did! Without ant drama, once they received the old frame back they duly made me a new one and dispatched it the same day.

Thanks chaps. I will use you again.

Frame was not the size I ordered, but they refused to allow a return.

Great idea...or so I thought! Yes, I was able to order my made to measure frame easily with comprehensive instructions on website on how to measure accurately. The frame arrived well packaged and fitted my small print perfectly. I would describe the quality as "satisfactory". However, the hanging fittings included were useless and one appears to be broken. An email sent requesting advice on this remains unanswered. I am now spending time and money researching and sourcing alternatives so it would have been cheaper and less hassle taking the picture to local framers in the first place. Several emails were received detailing order progression and inviting queries but in the event customer service was lacking.

Very overpriced, poor quality. Do not use!

Ordered a custom frame for a scratch map I’ve been wanting to hang for ages. Looked at multiple websites, found picframes.co.uk to be competitively prices and they have plenty of options for your frames. Communication about where my order was was perfect and delivery by DHL neatly on time. Map is now hanging on the wall, using the supplied hanging kit. Couldn’t be happier!

Are these people still in business ? Placed an order and have received nothing? No one answers the phone and no emails replies? This frame was ordered as a present and now we can’t get it to them in time. Totally disgraceful service and I’m still without the good I’ve paid for?

Ordered on 7th so could have expected today. No communication since order and unable to get any contact by phone or email. Their live chat just says wait and see

Unsatisfactory