Picframes Reviews 122

Like others I emailed and tried to phone when I received the wrong frame, with no luck - at first. After a couple of weeks however I had an email reply and a few weeks after I received a replacement frame free of charge. If you experience issues with Picframes I would suggest an email and some patience.

Avoid this company at all costs!!! I ordered 4 frames which took about 8 weeks to arrive. The frames looked poor quality with cheap materials and every frame was marked or chipped. On one frame the mitered corners didn’t meet leaving unsightly gaps. When I complained about the quality and condition of the frames, I was told that it was damage caused during shipping - this is unlikely as the frames were well wrapped. The damage obviously occurred during the making of the frames. The level of workmanship is shocking!! I was promised replacement frames that never arrived. Now they are ignoring my attempts to contact them. Do yourself a favour and order somewhere else!!!

I've just taken delivery and am very happy. They are just as I hoped and a very reasonable price. I haven't tried to contact Picframes. It took 12 days.

If things go right - great frames & good price. BUT if any issues, you don't have a hope !!
As with many reviewers, I have used PicFrames in the past.
Order acknowledged by email, progress update by email. Frames arrived. Great 👍
No !!! Boxes/packaging despite being marked 'Fragile' have footprints all over & 2 of my frames are damaged!! Not PicFrames fault BUT phone number is not viable.
Have emailed numerous times & received no communication at all. Appalling customer service as can't get through to anyone & that's £80 worth of frames damaged.
Seriously think before using this company, as if anything wrong you don't have a chance !!

The website phone number doesn't work and they don't provide any other contact apart from a physical address. I think that they have gone bust but the owner is Michael Andrew Barrow continues to accept payments! On one hand, imagine if this is just a very bad seller who has zero communication or ways being contacted. On the other had, with no working phone number but by keeping the website up it could also be that the owner is making a choice to take people's money with no intention of providing a frame. Either way it's a solid zero for a review.

Appalling customer experience overall. Zero communication, huge delays, and after 20 days I still haven't received the frames I orders. Of course I will be contesting the charges via my bank.

Absolutely fantastic frames, very well made. My pictures look amazing now. Thank you very much. Pleasure doing business with you.

The frame arrived and appears to be good quality other than the fact that there is a dent in the front of the frame. On reviewing the packaging it came in, it is unlikely to have been damaged during shipping. I emailed them to seek a resolution but have not heard anything back from them. I'll see if they respond before making a court claim, which is a waste of time and money but based on principle.

The frame itself was poorly made, with visible gaps at the corners. The reverse of the frame had lots of cuts and marks. The covering and backboard had boot marks on them (yes really).

They don't reply to emails and there is no customer support form or chat, which I didn't notice before ordering (silly).

Real shame - i've bought 4 frames from them over the years and they used to be great. Not any more - £65 wasted. I'd advise you choose an alternative.

This seems to be a very polarising company, but I had no problems with my order with them. Previously I had bought frames from pictureframestudio.co.uk, which I suspect might be the same company because of curious similarities in the websites. The pictureframestudio website no longer seems to be functional though, so was looking for an alternative and found the picframes website which appears to offer exactly the same frame options (not unexpected if they are the same company) but a slightly better custom frame tool. I ordered 4 large frames (the largest to fit a 90 x 60 cm print + mount) and received the standard confirmation emails. I then found these reviews and started feeling relieved I paid by credit card, anticipating problems. Didn't hear anything further for about 2 weeks, then received an email saying the frames had gone into production and would be ready for dispatch within a few days. Received another update two days later to say the frames were ready for collection, followed by an email from DHL with the tracking number. From order to delivery took 17 days. Frames all arrived together, pretty well packed, and undamaged. They are all the sizes specified and the quality is good. Given the problems others have had getting in touch with the company when things have gone wrong, I'm not sure whether I would choose to use them again though. In any case, would advise ignoring the delivery estimates on the website and allowing at least 2 - 3 weeks for your frames to arrive before panicking.

Took ages to arrive, wrong size frame, poorly made. Want to return however no email to contact them and the phone number is not accepting calls.
Shoddy, shop with this company at your peril.

This company is still sending offer codes and the website is working, but cant get in touch and no frame sent. just in process of claiming money back on credit card. please dont order anything

Fraud. Don't buy from them. Didn't send mount with frame and haven't sent since despite chasing for 3 months

Can't give them no stars. Ordered and paid for frames. Nothing for two and a half weeks, emailed, no reply, emailed again, no reply. Phoned. No not in use. Checked on Companies House and the address on the website is out of date.
Fortunately paid on credit card so got money back.
They are either out of business or don't give a toss about their clients. Avoid at all costs.

I had used this company before and was pleased with the quality and the speed of production. I ordered a frame and when it arrived I found that it was the wrong size. I contacted them immediately and they sent a new frame of the right size within a few days. Throughout the process they kept in touch. Personally I cannot fault their excellent customer service and would thoroughly recommend them.

What a wonderful company - the picture frames that they make are tremendous quality (and highly accurate to what you order/see on screen), you get regular email updates on progress and they arrive really well packed. In addition, when DHL left one of our frames out in the rain (instead of folowing instructions and leaving with a neighbour) and it got stained .... even though it was beyond the control of PicFrames they made a replacement super quick, no grumbles. You really do learn much more about how good a company is when something goes wrong and they fix it! Cannot praise them enough - feel safe ordering frames from them!

Really really appalling company. There is literally no customer service at all.
I placed my order on Feb 23rd at noon. The web site quotes a 7 working day production time. It is now the 13th March and I have nothing. I have emailed the company twice (Mar 8th and Mar 11th) and asked them to explain / for support and I have not received any response at all. I will be raising a charge back.

I ordered a second frame from this company and it arrived but was the wrong size. I am not sure how this happened because it was a measurement that I was not asked for at the time of order. I began to worry when the phone numbers listed on the websites did not work and were out of service. You start to think it is a scam. But, please don't, I had received regular updates on the production of the frame and then more updates regarding its delivery and all was just as the updates said. So, I emailed them and they replied immediately saying that they would replace the frame straight away. I asked them to phone me because I also wanted to order two more of the same frame and because I was due a refund because the wrong sized frame was bigger and more costly, I wanted to ask them the best way of doing this. The man who phoned me back within minutes was so obliging. He refunded me on the spot and said if I ordered the other two frames and marked them as urgent (there is a fee for this), he would refund the urgent fee (which he did). I could not have asked for more in the the field of customer service. I even have his phone number now but I don't feel it is my place to post it here. Just email them and they will get back to you. I actually cannot fault their service other than the phone numbers which do not work. They really should fix that issue because it doesn't give a good image. The quality of the frames is totally fine and they arrived very well packaged and I wouldn't hesitate to use them again because price wise they are very competitive.

Similar to another reviewer - paid for frames online, no confirmation but took £152 from my account. Not received any frames and telephone number not in use. Avoid.

Completed order and had order confirmation #52469 on screen. Recieved no order email, so emailed company had no reply; 2 days later called number to get message that phone number was not in use.
So contacted Bank for charge back.