Customframescanada Reviews 

Reply from Customframescanada

Jul 2, 2026

Hi Kathleen,

We're genuinely sorry to hear that your first experience with us was disappointing. As a family-owned business based in North Vancouver, we take feedback like yours very seriously because every customer and every review matters to us.

Regarding the floater frame, our standard production specification is a 1/8" allowance unless a different clearance is requested. From your email, however, you also indicated that the frame appeared to fit more tightly than expected. We asked if you could send us a few photos so we could verify whether the frame was manufactured correctly, but unfortunately we haven't yet received them. If there is a manufacturing error, we absolutely want to make it right.

With respect to the hardware kit, we're sorry for the confusion. The hardware kits are shipped separately in a small envelope and often arrive a little later than the frame. To avoid any further inconvenience, we refunded the full cost of the kit immediately and invited you to keep it when it arrives.

We would still very much like the opportunity to resolve your concerns. If you could send us the additional photos, we'll review everything promptly and, if the frame was not made to specification, we'll gladly work with you on an appropriate solution.

Our goal has always been to provide quality products and personal service, and we're sorry that we fell short of your expectations.

— The Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Thank you so much for taking the time to leave such a thoughtful review!

We're delighted to hear that your frame arrived with the precise measurements you needed and that you're happy with its quality and appearance. We also appreciate the opportunity to quickly get a replacement hanging kit out to you, whether it was accidentally discarded or simply missed, we're glad we could help.

As a family-owned Canadian business, we take great pride in both the quality of our products and the service we provide, so your kind words truly mean a lot to our team.

Thank you again for choosing us. We hope to have the opportunity to create another custom frame for you in the future!

Reply from Customframescanada

Jul 2, 2026

Thank you for taking the time to share your experience and for your patience throughout the process.

We're sorry that your original frame was damaged in transit. While we take great care in packaging our frames, shipping damage can occasionally happen, and we're glad we were able to resolve the issue by sending you a replacement at no charge.

It's wonderful to hear that you're happy with the quality of the frame and the final result. We also appreciate your feedback regarding the hanging hardware, as it helps us continue improving both our products and our customers' experience.

As a family-owned Canadian business, we truly value your support and your understanding. Thank you for choosing us, and we hope to have the opportunity to serve you again in the future.

Reply from Customframescanada

Jul 2, 2026

Hi Catherine,

Thank you for taking the time to leave us a review.

We're sorry your original frame arrived damaged, but we're delighted to hear that the replacement arrived in perfect condition and that you were happy with our customer service. We know how disappointing it can be to receive a damaged item, so we always aim to resolve these situations as quickly as possible.

We also really appreciate your kind words about the frame itself and are grateful that you gave us the opportunity to make things right. Thank you for your patience throughout the process and for considering us again for your next artwork.

We look forward to helping you with your future framing projects!

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Brandon,

Thank you for taking the time to share your feedback. We're sorry to hear that you were disappointed with your purchase.

As we're unable to identify your order from your review, we'd appreciate it if you could contact us with your order number so we can look into your specific case.

We would also like to clarify a few points for future customers. Our Maple frames are manufactured from maple and are not made from pine or spruce. Large custom frames are shipped ready to assemble because shipping them fully assembled greatly increases the risk of damage during transit. Our joining system is designed to create a secure, precise fit, although we're sorry to hear you experienced difficulty during assembly.

We understand that value is ultimately a matter of personal expectation. Our pricing reflects the fact that every frame is custom-made to order, along with the materials, precision manufacturing, and the specialized packaging required to safely ship oversized custom frames.

We'd welcome the opportunity to review your order and better understand what happened. Please don't hesitate to reach out with your order details so we can assist you.

Thanks,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Colin,

Thank you so much for your wonderful review!

We're delighted to hear that Vafa was able to turn what started as a challenging situation into a positive experience. Providing thoughtful, solution-oriented service is something we strive for every day, and it's especially rewarding to know that you felt supported throughout the process.

We'll be sure to share your kind words with Vafa. He'll be thrilled to know that his patience, dedication, and commitment to making things right made such a positive impact.

Thank you again for choosing Custom Frames Canada. We truly appreciate your support and hope to have the opportunity to serve you again in the future!

Thanks,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Nardy,

Thank you so much for your thoughtful review and for your continued support over the years.

We're sorry that your original frames arrived with corner gaps, but we're glad you reached out and gave us the opportunity to make things right. It's great to hear that the replacement frames arrived quickly and met your expectations.

We also appreciate your feedback about quality control. While we strive to inspect every frame before it leaves our workshop, your experience shows there's always room to improve, and we're continually working to strengthen our quality assurance processes to prevent issues like this from occurring.

Thank you as well for recognizing the value we offer compared to other suppliers. We truly appreciate your trust in us and look forward to serving you again on your next framing project.

Thanks,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Derek,

We’re sorry your order did not meet your expectations.

After reviewing the order, it appears that it was placed for a custom frame only. Glazing, backing, and hardware are available separately and need to be added to the order if required. We separate frames from accessories because many customers are framing canvas or other artworks that do not require glass or backing, and this helps keep frame pricing lower for customers who only need the frame itself.

That said, we understand how frustrating it would be to expect a complete ready-to-hang frame and receive something different. We did reply to your email on August 12 with an explanation and offered a discount on any accessories needed, but we’re sorry if that response was missed or did not resolve the issue for you.

Regarding the Brazil label, some of our mouldings are sourced internationally, but the frames are custom cut and assembled to order in North America.

We’d still be happy to help you complete the frame with the required accessories at a discounted rate. Please contact us with your order number, and we’ll do our best to help.

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Fiona,

Thank you so much for your wonderful review!

We're delighted to hear that we could provide a Canadian solution for your custom-sized frame and that you found our pricing to be a great alternative to traditional custom framing. It's also great to know that you appreciated the order updates and that your frame arrived fully assembled just as you requested.

Thank you for choosing Custom Frames Canada. We truly appreciate your support and look forward to helping with your next framing project!

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Sarah,

hank you for your wonderful review!

We're so pleased to hear that your frame arrived exactly as described and was the perfect fit for your project. We work hard to ensure every custom frame is made to our customers' specifications, so it's great to know we met your expectations.

We truly appreciate your support and are honored that you plan to choose Custom Frames Canada again. We look forward to helping with your future framing projects!

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Josh,

Thank you for your feedback. We appreciate you taking the time to share your experience.

We're glad we were able to assist you and provide a discount, but we're sorry that parts of the ordering process left you feeling the website was unclear. That was certainly not our intention.

Our business is built around custom framing, and many of our customers order only the frame because they are framing canvas, replacing an existing frame, or already have glazing and backing. For that reason, we offer the frame and accessories separately to provide greater flexibility and keep costs down for customers who don't need every component. That said, we completely understand your suggestion, and feedback like yours helps us identify areas where we can better explain our products and ordering options.

Thank you again for your comments. We truly value your business and hope we'll have the opportunity to serve you again in the future.

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Brian,

Thank you so much for your wonderful review!

We're thrilled to hear that you're happy with your frames and that your paintings and prints are now beautifully displayed. There's nothing more rewarding for us than knowing our frames have helped bring artwork to life on our customers' walls.

We're also glad our customer service team was able to resolve your issues quickly and professionally. Your kind words mean a great deal to our entire team.

Thank you for choosing Custom Frames Canada. We truly appreciate your support and look forward to helping with your future framing projects!

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Paige,

We're truly sorry to hear about your experience and understand your frustration. Waiting longer than expected for a refund is understandably disappointing, and we apologize for the delays in communication throughout the process.

We always aim to resolve return requests as quickly as possible, but in your case we clearly fell short of the level of service we strive to provide.

We understand that this matter has since proceeded through your payment provider, and we are cooperating with that process. If there is anything further we can do to assist or clarify, please don't hesitate to reach out to us directly.

We appreciate your feedback, as it helps us identify areas where we need to improve both our communication and our processes. We wish you all the best moving forward.

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi John,

We're sorry to hear that your experience did not meet your expectations.

We understand how disappointing it would be to expect a complete picture frame package and receive something different. Our custom frames are sold as frame-only products unless glazing, backing, or other accessories are selected separately. This allows customers who are framing canvas artwork or replacing existing frames to purchase only the components they need while keeping costs lower.

Regarding the frame arriving in pieces, larger frames are often shipped unassembled to help prevent damage during transit. Assembly is straightforward, and all necessary joining hardware is included for frames that require assembly.

Our return policy, including return shipping and restocking fees, is outlined on our website and is intended to cover the costs associated with producing custom-made products.

We genuinely appreciate your comments, as they help us improve both our website and the overall customer experience.

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Jocelyn,

We're very sorry that your experience with us was so frustrating.

We understand how disappointing it was to have your hardware kit delayed and to feel that you weren't receiving the clear updates you were looking for. While the replacement kit was shipped via Canada Post without tracking (a service we use for small hardware items to help keep costs down) we recognize that the lack of tracking and the extended delivery time made the situation much more frustrating than it should have been.

We also understand that our communication did not meet your expectations. We never want any customer to feel dismissed, and we're sorry that this was the impression left during your interactions with our team.

As a gesture of goodwill, we refunded the cost of the original hardware kit while the replacement was already on its way. Although we know that doesn't undo the inconvenience, we hoped it would help offset the experience.

We sincerely appreciate your feedback. It has highlighted areas where we can improve both our communication and our shipping processes, and we'll continue working to provide a better experience for our customers.

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Curtis,

We're sorry to hear that your order was not what you expected.

We understand that receiving a frame ready to assemble instead of pre-joined was disappointing. To help reduce shipping costs and minimize the risk of damage in transit, many of our medium and large custom frames are shipped unassembled with the necessary joining hardware. Customers who prefer their frame to arrive pre-joined can request this during checkout or by replying to their order confirmation, and we're happy to accommodate whenever it's feasible.

When you contacted us, we provided assembly instructions and also offered to assist with assembly or, if you preferred, to process a return in accordance with our return policy.

We appreciate your feedback, as it helps us identify opportunities to make our product descriptions and ordering process even clearer for future customers. We wish you all the best.

Best,
-Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Amanda,

We're sorry to hear about your experience and understand how disappointing it is to receive a damaged frame.

After reviewing our correspondence, we can confirm that we responded promptly to your email, requested additional photos to determine whether there was both shipping damage and a sizing issue, and advised that we were already requesting a replacement due to the shipping damage. We were simply waiting for the final photos needed to verify the sizing concern before proceeding with the replacement.

We'd also like to clarify that Custom Frames Canada is a Canadian company based in North Vancouver, BC. While we have U.S.-based warehouses and fulfillment partners, our business is Canadian-owned and operated.

We regret that your experience left you with a different impression, and we appreciate your feedback. If you're still willing to work with us, we'd be happy to revisit your case and do our best to resolve it.

Best,
--Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Jim,

We're very sorry to hear about your experience.

Missing parts are certainly not something we want our customers to encounter, and we're equally concerned to hear that you were unable to reach us. We strive to respond to all emails within two business days, so if you didn't receive a reply, it's possible that your message was filtered or never reached us.

Unfortunately, we're unable to identify your order from this review alone. If you could please contact us again with your order number or email address, we'd be happy to investigate what happened and promptly send any missing parts or otherwise resolve the issue.

We appreciate your feedback and hope you'll give us the opportunity to make this right.

Best,
-Custom Frames Canada Team

Reply from Customframescanada

Jul 2, 2026

Hi Jordan,

Thank you for taking the time to share your thoughtful feedback.

We're pleased to hear that you were happy with the quality and appearance of your frame. We understand your comments about pricing, and while some moulding collections are more premium than others, we always strive to offer high-quality custom framing at competitive prices.

We'd also like to clarify that Custom Frames Canada is a Canadian-owned company based in North Vancouver, BC. Depending on the product and destination, some orders may ship through our U.S. logistics network, which is why your package originated from the U.S. We understand that this wasn't what you expected, and we appreciate you giving us the opportunity to explain.

Thank you again for your honest feedback. We truly value your business and hope we'll have the opportunity to earn it again on your next framing project.

Best,
--Custom Frames Canada Team