Picframes Reviews 122

A decent picture framing business that is worth persevering with.
As a printmaker who sells regularly at the London Affordable Art Fairs I use picframes a lot... Eighteen orders for more than 260 frames in the last four years!
Yes there are occasionally hiccups ( I once ordered so many frames that I used up their entire supply of acrylic), and yes there is room for improvement in their customer service (which I'm pleased to say is already happening), but the quality of the frames are terrific, and I've not found a better priced bespoke framers anywhere on the internet.
For what it is worth I will continue to order large quantities of frames for them (and yes, I always allow plenty of time for them to make up the frames and ship them to me, because in business things can go wrong, and I understand that).

Had a very mixed experience with this company. Had 2 orders which were fine and look great and then the next one arrived with the perspex broken. Like other reviewers i have received pretty awful customer service - the advertised phone number doesn't work and getting a response from Mike takes forever. Still waiting for the replacement perspex and for the fixings which were missing form a previous order. Sad but i would neither recommend them nor use them again...

I have used this company for x7 yrs. I had a small issue with my recent purchase but an email to sales@picframes … was responded to quickly by Mike the owner who sorted the issue in a few days. Excellent product at a good price.

UPDATE-
The problem was with the mount I selected. They called me up to tell me the colour I wanted was out of stock and pushed me to agree to standard black or white. I said I didn't mind waiting for the right colour and they said okay but then sent me the standard white.
After getting in touch they did then send me a black mount as this would suit my picture better so that's something I guess.

The damaged corner could happen, although with no proper corner protection it was more likely than not. But the scratches are pre despatch and it looks like a cutting board! Waiting for a reply as their phone number is unavailable…
Update: After a few emails to and fro, a full refund was issued.

I am surprised to be writing a semi positive review after initially experiencing what the majority of people have when ordering from this company. I too had begun to think I had fallen for a scam.

One week after ordering a picture frame I had received no updates, my emails to them went unanswered and none of my telephone calls were answered, a recording stated that no one was available to take my call.

I then sent them an email stating that I intended to raise a dispute with my bank to recoup my money. Shortly after I received 2 emails from them stating the frame I ordered was about to go into production! After several other updates I received the frame 5 days later. I am pleased with the frame, the quality is good.

However, the frame was supposed to be delivered in 48hrs and it took 12 days to arrive so because of this, and receiving no updates for the first week, I would not order from this company again!

Feeling really upset and confused- the phone number doesn't work, the Facebook page isn't properly manned, I have had an email saying its ready for dispatch but that was two weeks ago and got nothing. I have ordered a frame from here before and it was totally fine, so I am baffled as to why they have obviously gone massively downhill. Please get in touch with me asap pic frames, I need my money back!

Same as others. Ordered. Auto-communications written in terrible English was the first flag. They do not make sense. Gave it some time. Contacted customer services. Received no reply. No frame received. Now attempting to claim money back via payment provider. Do not used. Ruined a birthday present for an elderly lady who was in hospital at the time. Scumbags.

Ordered a bespoke frame as an unusual sizing required. September 10th ordered it arrived Happy with the initial communication, they had a 10% off code which I actually forgot to add to the order and so emailed them to see if they could add this. They did and sent me the difference as a refund! Fantastic service, so far so good.

The frame arrived 15 days later Sep 25th, and the top of the frame had cracked. I took some photos immediately and emailed the company back for advice.

It is now October 5th I have emailed 3 further times, and called 3 times (each time the call rings out).

I have had no response but am still hopeful that this will get resolved. If it does and I receive a reason for the lack of respone I will reconsider my rating. Until then I would advise anyone to approach this company with caution.

- The website has the below message..

"A message from the owner

I would like to hear from you if you have excellent experience shopping with us, but more importantly, if you find you have any problems.

I am focused that all my staff provide you with the first-rate service and you will not find me hiding away should you wish to talk. Pic frames are leaping from success to success. The company motto and ethos – “Take pride in everything you do and the rest will follow” has a large part to play in our continued success.

To all of our customers, we thank you for your custom and promise to keep staving for excellence if you have enjoyed our service, please recommend us to your friends and colleagues.

Thanks for visiting us."

Ordered a frame and mount. It arrived with the wrong colour mount. Tried extensively to contact them by phone and email but no reply. Phone just switches to no one in office.

I find myself in the same situation as others. Placed an order for a custom frame, but unfortunately, I haven't received any confirmation or updates on my order. Contacted them numerous times. It's disheartening to see that this seems to be a recurring issue with this company.

Very disappointing- wrote to their sales team for some information before purchasing, I was literally about to pay when I just needed some reassurance -2 emails later still waiting. Reading these other reviews I won’t be going back, they must be really successful to lose customers so easily!!

My experience with Picframes was flawless. On ordering I instantly received a confirmation email plus a second email with my invoice. A week later I got an email saying my frame was due to go into production, followed by an email saying it was now in production. Two days later I then received an email saying my frame had been collected by DHL, so all along Picframes kept me up to date. DHL then did the same over the next few days, even giving me a 1hr slot for delivery. The picture frame then arrived and especially for the price paid, I simply could not be happier. It's a quality frame with quality perspex, the exact size to a millimetre and complete with hanging rings and cord. I'm genuinely thrilled with it and wouldn't hesitate to order from Picframes again

My frame was the wrong size but I had paid for the insurance to get another re-made to the correct size.
Picframes agreed to remake and then stopped replying to my emails. I have sent eight emails without reply and their phone is never answered.
DON’T BUY FROM PICFRAMES!!!

I read many bad reviews for this company, and perhaps they are true, but I had a good experience with them. I had a bespoke frame made, and it is well done and looks good. It took a while to arrive, but I reckon that's a quality of bespoke products. The parcel was a bit large and the back of the frame has these tiny, bendable, metal things in the moulding, and I hate those things. I wish they used a more subtle way of holding things in place, as these metal pieces are tricky to dodge and avoid damaging the object inside. Otherwise, I'm happy with it.

Had an small issue which was created my me but after contacting Mike at Picframes he resolved the problem for me I cannot praise the quality and service highly enough

I ordered seven frames and all the fixings. They sent only six. I have emailed 37 times and phoned probably 100 times. No response to either. Phone line says they’re open between 9.30am and 4pm. When you phone between those times, it says they’re busy and cuts you off. I’m baffled as to why the majority were sent but one was missing. And baffled by such awful customer service. I hold out hope that maybe they’re on holiday and someone, some day will reply. Until then, they owe me £50 and I would STRONGLY recommend not using this company.

Ordered a frame on 18th July, payment of nearly £50 taken immediately. Nearly a month has passed and I've not received my order, no delivery information, no communication from the company at all. Phone calls auto-hang up on you, emails go without any response. Assuming this company is a scam - do not use!

I ordered two frames on 31 July 2023 and while the payment of £72 was taken immediately, I never received an email of confirmation for an order number. I have telephoned during the hours they say they are open and yet the voicemail says they are closed. No reply to my email either. The website does say they are currently undertaking a lot of work but it’s now 12 August so my order may be on its way but it’s bad there isn’t any assurance my order is being dealt with.

AVOID THIS COMPANY. I sent in an order for four frames, almost £200, and have received only two of them, taking almost three weeks. The company cannot be reached - no replies to emails, nobody to take a telephone call.
UPDATE: I never received any responses from the Picframes customer service (tried telephone, email, online forms). Eventually I raised a credit card dispute via my bank and got my money back - without ever hearing back from the company.
Don't waste your money on these fraudsters, there are several decent made-to-measure Frames services to choose from.