Frame USA Tracking Order Status

Order well packed and delivered quickly. Loved the frames!

Well made and perfect substrates for my mosaic classes.

I love that I can order custom frames that aren't double the price of a similar size standard frame. The frames are beautiful, well-made, and great quality. These are my go-to frames for all my art!

Edited to add -- Nicole was very helpful and fixed the problem. 4 star review because of all the back and forth with customer service earlier that led to the writing of this review. However, I am very thankful that it was fixed. This was the original review: Their frames are very good quality, and their customer service was good until now. But I purchased 19 frames. (same frames as I had purchased in the past), and suddenly they have no tolerance built in and the exact glass that's 20x24 didn't fit in the 20" direction. It was 1/16" too wide. I cut my own glass, and for these frames, I can no longer cut the 32"x40" sheet of glass and have it fit. Because the frames were incorrectly cut, I need to cut the glass 1/8-1/16" smaller, leaving the other half too large to fit in the frames. When contacting customer service, I was told that there was supposed to be the extra tolerance, and then told that they won't guarantee it. I paid $112 in shipping for these frames. They wanted me to ship them back, which would cost me even more than the $112. They said they'd give me a refund that I could then order more frames. Pay shipping yet again, with no guarantee that would be right. What amazed me was they originally agreed that the frames were wrong, and should have a tolerance. But then they wouldn't do anything about it. My only solution at this point is to find someone with a router and route out the right dimensions. I have spent well over 1.5 hours taking pictures, annotating, and emailing back and forth with the company. And now I get to spend time routing out the frames to fix their problem. Previously, I've had excellent customer service with this company. And the frames were good quality. But a previous shipment had damaged frames, and this shipment had poor packing, with no packing between 3 of the more ornate frames. I think they're getting sloppy, and they are caring less. I don't know what I'll do in the future. I will definitely be looking for a new supplier in the meantime, if they tell me they will not guarantee their quality. (p.s. My friend, who told me about this company in the first place, had the same problem with his frames. He ordered them around the same time as when I placed my order.)

The representative helpfully answered my questions so that I could feel confident buying a custom frame, and it was super well-packed so there was no risk of the glass shattering as happens every time I order from Walmart!