Memory Box Reviews 3,421

Absolutely dreadful - Ordered a frame and it arrived with broken glass - no sticker on the box to indicate it was fragile. Sent 3 messages to ask for assistance and no reply to any - Would not recommend you buy from this company.

Ordered a frame which arrived but wasn't right. No instructions on the website as to how to return an item. Found an email for R&R Galleries who seem to be the parent company, the ones who happily took my money anyway, but no reply. Found them on facebook, again with no info and can not message on there.
SCAM COMPANY!!!!

Received no confirmation e-mail of purchase. The frame did get delivered, however trying to return it seems impossible as no one is responding to e-mails at all. The website doesn’t work very well. The quality of the frames is quite poor…

How do you organise a return?!

ABSOLUTELY HORRENDOUS EXPERIENCE ALL ROUND. AVOID!! Both frames delivered completely broken with a single sheet of bubble wrap in a thin cardboard box. Frames are extremely fragile. Nothing on the outer packaging to advise this and to handle with care to their chosen courier. ALI H responded once apologising. Has not responded since. Has not offered a refund.

This is a horrible company, I placed an order as they keep on popping as first option when you search for frames but the order which I placed for £40 was absolutely low quality, temu sells better than them and as soon as the wrapper was opened it fell apart. The contact number they have given to comtact customer care is fake and you will never be connected and the email address given keeps on bouncing as this email cant be found. Wasted £40.

E-mailed 10 days ago with a simple enquiry as to whether a particular frame could be supplied with glass rather than perspex as website wasn't clear. Despite chasing several times haven't had a proper response. Was first told they we need to check with warehouse - when chased again they said they'd need to check with technical services. Still haven't had a response so have given up.

My custom made frame came without a stand. I sent an email and a message to Message box and a couple of days later was just told "unfortunately custom made frames do not come with a stand." I cannot see this information on the website and have pointed this out to them today. It is only a small frame and i expected a stand. I await a response.
I have ordered many popular sized frames and i must say they are very good. One warning to people is that the rainbow flat photo frame in "Grey" is not grey, but a very pale green – a lovely colour but not grey. I have also pointed this out. Fast delivery was excellent.

Had a delivery of 3 frames plus glass. Frames were just what we wanted at good price. One glass pane broken. Replaced quickly. Thought I received very good service so should write a review.

Item arrived damaged, not packed adequately enough.
Tried contacting via email but no response
Review edited after they got in touch and replaced broken glass, all good

My frame arrived in 3 pieces so I sent pics and received an email saying they would send another. That didn’t arrive and now they are not responding to my emails so I’m having to get a refund via my bank

Order a frame from them, paid extra for glass. It arrive broken. Have sent several emails to try to resolve this, had no response. The packaging was poor couple of layers of bubble wrap and cardboard.

Memory Box received my return on 23rd December, and after many emails chasing up my refund over the following 5 weeks, I had to go through my bank to get the refund. DO NOT order from this company unless you are 100% sure you are going to keep the item as they clearly don’t like giving refunds. Worst customer service I have ever experienced. Not worthy of the 1 star but had to give it to leave a review.

Ordered item, wasn’t happy with it so immediately returned it.This was on 18th December, Royal mail delivered returned good to them on 22nd December….still waiting for a refund and now not reply to emails.
Updated…had to pursue refund through card provider

I ordered 4 frames from Memory Box (order #23546). On 13/01, I received an email from Memory Box saying my order had been completed and shipped. Shortly after, I received an email from APC Overnight stating they were expecting a parcel from them and that delivery would be on 14/01.

Nothing arrived on the 14th, or in the days after. I contacted APC Overnight directly and was told they never actually received the parcel from the sender (R&R Gallery / Memory Box).

I then contacted Memory Box via their "info" email to explain the situation. The only response I received was that they would “instruct their warehouse team to send out the parcel,” with no specific date or timescale provided. I replied asking for clarification and a timeframe but have had no response so far.

I’ve since called APC Overnight again and they’ve confirmed they still haven’t received anything.

At this point I feel quite helpless - the order was marked as shipped when it clearly wasn’t, the courier has confirmed they never had it, and communication from Memory Box has been vague and slow. Disappointing experience so far, especially given the lack of clear updates or accountability.

Update:
The order has now been delivered. I would urge MB to not mark orders as dispatched prematurely.

I ordered two photo frames WITH a mount. The product itself is great and I would buy from them again. HOWEVER, the public should know that their suggested mount size for an A2 photo is 30x20 inches and there is a misleading diagram that shows the mount as being equidistant around the aperture. The sides of the mount are twice as wide as the tops and bottom… to get the standard A2 mount , customers need to order a customised mount with an external dimension of 50x70cm, and an internal (aperture dimension) of 3mm wider than an A2 photo to.

I ordered a frame earlier thia month and it arrived with the glass broken in several places. It was a gift for someone so I was very disappointed. I have emailed twice using the contact form on the website but no reply. I have tracked down 2 phone numbers (interestingly their isn't one on their website) - one is unavailable and the other is never answered. Seems like they have taken the money and run.

Do not use, they will take your money and not deliver the product.
Still waiting for a the correct picture frame.
Originally ordered on the 29/09.
Now my emails are just being ignored and I'm asking how I make a complaint and to send a replacement via an alternative courier (if that's now the problem)....

Notice the lack of reply to even try to mitigate the review on here.....

I purchased a frame, some time ago from this company, Memory Box. I was reminded of their terrible service as I came across the picture which I framed from John Lewis in the end to replace the item from Memory Box. I complained several times to inform them that my parcel never arrived. They weren’t helpful, nor did they do anything to rectify the issues.. just said “sorry for the inconvenience” … and that was it. Unhelpful and extremely inconvenient.

The picture frames arrived on time and were very well packaged and protected. They represent extremely good value for money.

I purchased three frames with white mounts. Given the price, I expected everything to be perfect. However, the frames arrived with black mounts instead. I contacted customer service and was asked to send photos, which clearly showed the issue. Despite this, I was then asked to send measurements and repeatedly provide further evidence, even though the mounts were visibly incorrect and slightly larger than A4 (the size of the pictures I needed to frame).

After several back-and-forth emails and even being advised to “turn over” the mounts, which of course didn’t work, I was finally told replacement mounts would be sent. These eventually arrived 26 days after my first email. Unfortunately, the replacements were bent and completely unusable.

The frames themselves are beautiful, but the customer service and overall experience have been extremely disappointing.