Great company to work with. I ordered frames from their shop on Amazon, didn't take take all the packaging off immediately as wanted to keep frames pristine. One was broken, Amazon completely washed t... Ver más
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Consulta las opiniones de los clientes
Frame Company offers a wide, well-priced range of frames that suit my photography work and preferences. The selection far outstrips the options available from competitors, who offer very little that c... Ver más
La empresa ha respondido
I am very pleased with my order of 2 Emson frames and the web site is well thought out and gave me an accurate representation of the frames I received. Very good pricing in my opinion and I am over t... Ver más
La empresa ha respondido
Unlike some reviews I have nothing but praise for Frame Company. I placed my first order with them last month and received good communication whilst dealing with Tom. Although the delivery was slower... Ver más
4,8
Excelente
299 opiniones
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Lovely frame
Lovely frame, really complimented my artwork. Great service and delivery - happy customer
22 de marzo de 2024
Opinión espontánea
Respuesta de Frame Company
Dear Miss McCarty,
Thank you so much for your order with us and for taking the time to leave your review. We couldn't be happier that you are pleased with your picture frame and service received and we sincerely hope to welcome you back to Frame Company again very soon.
Amanda
Frame Company customer service team
quality for the price is the name of the game
It's interesting reading the reviews here for Frame Company. Clearly, there has been some sort of hick-up in the last few months, perhaps a change in staff, that's lead to some issues. But also clearly the company is working very hard to resolve these as best they can. To their credit, unlike some other places, they care.
In my experience, which is close to 10 orders and well over 100 frames with them, problems do happen once in a while - wrong sizing, damage to frames, wrong items sent - but they are always dealt with very quickly, no questions asked, replacements are sent out on an expedited basis. Out of, lets say, 100 frames this has happened to maybe 4-5. Remember that nothing ever goes entirely smoothly all the time!
The main reason I order with the Frame Company is I really like the variety of choice and the quality. I've tried a few other frame companies, but nothing compares. Emails are always answered within hours. Plus, it's hard to beat them on price-quality. The same frames elsewhere are almost always dearer and usually take longer to arrive.
I would definitely recommend Frame Company if you're after a good quality reliable frame. Tip - pay an extra fiver, and get express delivery with ParcelForce - much more reliable than Evri...
1 de marzo de 2024
Opinión espontánea
Respuesta de Frame Company
Dear Michael,
Thank you so much for taking the time to leave this honest review. Whilst it is frustrating when things to do not go as planned and I can only imagine how frustrating it must be for the customer, I do absolutely agree that sadly sometimes errors and damage may occur, purely because we are all human at the end of the day, but something I cannot stress enough with the utmost of sincerety, is that we will certainly always do everything within our power to rectify any problems but more than anything, we do genuinely care. Working with and serving our customers - many of you are long term repeat customers, is the reason we do what we do and that ethic will never change irrespective of circumstance. Thank you so much for coming back to us time and again, we're so pleased and grateful that you do.
Amanda
Frame Company customer service team
I have received a fantastic service…
I have received a fantastic service from Frame Company. This was my 4th order for custom size mounts. They are cut perfectly to my measurements, any issues has been resolved with out any problems. Absolutely amazing experience.
Thank you Tom and Amanda for your help. I will be back soon for sure.
15 de marzo de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Ludmila,
We are so happy to read your review and and thrilled that you are happy with your custom mounts and service received. An absolutely amazing experience is exactly what we work to achieve and the fact that you have taken the time and effort to let everyone know that you have had this, is incredibly rewarding.
Thank you for choosing us and we very much look forward to hearing from you again soon.
Amanda
Frame Company customer service team
Great help!
Had a problem with my order and Tom was SO helpful in sorting it. Couldn’t recommend more, responded quickly and the frame looks amazing, wouldn’t hesitate to use again.
13 de marzo de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Paige,
Thats wonderful to hear and we are thrilled that we were able to resolve the problem you were having but more so that you are happy with your frame and service. Thank you so much for choosing us and we look forward to welcoming you back to us very soon!
Amanda
Frame Company customer service team
Excellent customer service
Excellent customer service.
I have had two frames from this company which arrived promptly, very well packaged, good quality and look wonderful.
A communication that I had with them directly was dealt with immediately, in a most helpful and friendly way.
I would definitely recommend this company and will also be buying from them again in the future.
11 de marzo de 2024
Opinión espontánea
Respuesta de Frame Company
Thank you so much for taking the time to leave this review! Its always so lovely to hear when customers are happy with their picture frames but also the service we offer. We sincerely try very hard to be as accommodating as we possibly can and hearing that we we have achieved this makes us very happy indeed!
Thank you so much for ordering with us and if there is anything we can assist with in the future, then we shall very much look forward to hearing from you.
Amanda
Frame Company customer service team
Excellent products and great customer service
I am very impressed with this company. I ordered three frames and picture mounts. Unfortunately, two of the mounts were not the correct size. I raised the matter via email and received a prompt reply. The replacement mounts were received speedily and were the correct sizes. I am very pleased with the quality of the frames and the customer service. I will definitely use this company again. They also packed everything extremely well. Five star service. Thank you
11 de marzo de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Anon,
Thank you for your order with us and for leaving your kind words. Whilst I am sorry that your mounts were not the correct size initially, I am very happy that we were able to have the correct mounts sent out to you promptly and without question. We will always be on hand to assist in anyway we can right through to the end and we very much look forward to the opportunity of welcoming you back to Frame Company in the near future.
Amanda
Frame Company customer service team
I refuse to buy my frames elsewhere!
I purchased a frame from the Frame Company for a family members funeral service. When it arrived it had a small chip on one corner and I was worried it could be seen by people in attendance. I found the postcard enclosed in the packaging and sent an email describing the issue and within a matter of minutes received a reply from a very pleasant young man called Tom.
Tom was very understanding and immediately dispatched a replacement to me that arrived within 24 hours. All completely free of charge. He even checked to make sure the mount was still usable too. I simply couldn’t fault him.
When I read some of the other reviews here, I was deeply saddened to hear Tom mentioned in a negative light because he was nothing but amazing. Please be aware that this is a family run business and although they sell on Amazon they are not a big business like Amazon and reviews that are negative for seemingly petty reasons can damage them.
I’m sure that if you speak to them like they’re humans and not robots, you’ll find they are delightful.
Thank you so much to Tom and the team. We had a beautiful service thanks to you. I will be a customer for life!
1 de marzo de 2024
Opinión espontánea
Respuesta de Frame Company
Dear Saffron,
What an absolutely delightful comment to read. Thank you for so kindly taking the time to reach out regarding your experience with Frame Company. It is incredibly rewarding to hear of such happy customers and it certainly does make all the hard work truly worthwhile. We are thrilled that you will be coming back to us and if there is anything we can possibly help with in the meantime, please always feel welcome to get in touch.
Amanda
Frame Company customer service team
Good quality frame and great customer service
The frame i’ve ordered via Amazon is beautiful, but the glass was broken when delivered. I contacted them - which was very easy to do thanks to the postcard in the package. Tom was very helpful and efficient. He fixed the issue quickly by sending a replacement glass - free of charge.
Thank You for the beautiful frame and great customer service! Would definitely recommend this company and will be buying again!
26 de febrero de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Orsolya,
Thank you so much for your order with us and for taking the time to leave this review. Whilst sorry that your frame arrived with broken glass, we're very happy that we were able to get this sorted and have replacement glass sent out to you. We are always very keen to hear from all our customers, however your order is placed and more than happy to assist in anyway we can. Thank you once again and we hope to welcome you back to Frame Company very soon.
Amanda
Frame Company customer service team
A great place to buy frames
A great place to buy frames - they are good value, good quality and have quick delivery. Would definitely recommend and will be buying again.
20 de febrero de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Nicola,
Thank you so much for your order with us, we're so pleased that you are happy with your picture frames! If there is anything further we can possibly help with, please do feel more than welcome to get in touch.
Amanda
Frame Company customer service team
Really fantastic company, helpful and high quality
Really fantastic company for custom frames! I’ve now ordered twice! The second time I had a couple of issues with delivery (courier damaged unfortunately) but Tom at Frame Company was extremely helpful and sent out replacements free of charge! They’re frames are by far the best of all custom frames I’ve ordered!
23 de febrero de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Jack,
That's great news! whilst very sorry that your second order arrived with you damaged, we're very happy that we were able to resolve the issue for you and thrilled that you allowed us the opportunity to. Thank you so much for coming back to us for another order and we look forward to hearing from you again soon!
Amanda
Frame Company customer service team
Brilliant customer service
Brilliant customer service, the team go above and beyond to help, especially if you want something that isn't standard. Great quality frames, they come really well packaged. They are the only company I use for frames now.
21 de febrero de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Izzy,
Thank you so much for your order with us and your kind words. We're so pleased that you are happy with the frames and if there is anything we can possibly assist with in the future, please do always feel more than welcome to reach out.
Amanda
Frame Company customer service team
Great customer service
Sadly the glass in the frame was cracked when delivered most probably by the third party delivery service. Tom was involved in my complaint and he quickly and efficiently fixed the issue by sending replacement glass
Many thanks very pleased with product
16 de febrero de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Clive,
Thank you so much for your order and for taking the time to leave this review. Whilst I'm so sorry that the glass was damaged during transit, I'm thrilled that Tom was able to get this resolved for you. If there is anything else we can possibly help with, please do let us know.
Amanda
Frame Company customer service team
Buy with confidence of great product and excellent customer service!
I had a great experience with Frame-Company.co.uk . I went for the cheap frame, but I will return because of the superb customer service.
I made an error in my frame purchase and needed to contact them. Their communication was excellent, starting from a contact postcard included in the parcel so I could contact them directly by email and didn’t need to go through Amazon to contact their Amazon shop.
I received prompt responses to an email exchange; I conversed (by email) with Tom who I can attest was great, and endlessly patient in helping me through measuring my picture properly to ensure I got the perfect frame to meet my needs.
The frame was not expensive, but the quality is great. When I need another frame, I will be back! In my opinion, you can buy with confidence that not only will you receive a good product, but that the company care that they’ve looked after you well…
21 de febrero de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Bill,
Thank you so much for your order with us. Its such a pleasure to read your comments. We do certainly try to offer the best service possible and its lovely to hear when customers are happy. Please always feel welcome to reach out should you need any assistance and in the meantime, we very much look forward to hearing from you again in the foreseeable future.
Amanda
Frame Company customer service team
Absolutely fantastic company
Absolutely fantastic company ! Beautiful frame and mount . Customer service is unmatched , so helpful and friendly
Can not recommend this company enough!
The best best quality and service I’ve received in a long time.
17 de febrero de 2024
Opinión espontánea
Respuesta de Frame Company
Hi Emma,
Thank you for your order with us and more so your lovely words. We're thrilled that you are happy with your frames and the service, it makes everything we do so worth it! We very much hope to hear from you again in the very near future.
Amanda
Frame Company customer service team
Disappointed with my order
Disappointed with my order, very poor quality frame for the price I paid. Could've got better for half the price at ikea. Plus there was a scratch at the bottom of the frame.
Only good thing I'd that it was packaged really well and my children had great fun popping all the bubble wrap!
Will most definitely not be using this company again.
4 de febrero de 2024
Opinión espontánea
Respuesta de Frame Company
Thank you for your order with us however I am so sorry to hear you are disappointed with your frame. Firstly I would like to address the matter of the scratch. Whilst we do have an excellent quality control team, because of the volume of picture frames that are in circulation daily, it may regretfully be possible for the odd one that has minor damage to be passed through to packaging in oversight, all be it rare, however we would never expect you to make do with a sub-standard or damaged item and so in the event there is any damage and in your case there seemingly is, please do get in touch with us and we will gladly ensure that a replacement frame is sent. Under no circumstances would we knowingly send faulty items and nor would we be happy with our customers receiving faulty items. In terms of quality, without knowing your order details it is difficult to establish what specifically you might be referring to however in general, I would disagree that our frames are, and what you have received, is poor of quality. We do have many variations and ranges that cover all grades of the spectrum, from affordable to high end and also the classic in the middle, but irrespective, we would not include any picture frames in our collection unless the quality was up to scratch. Please would you be so kind and get in touch and we will be delighted to have this resolved for you and also address any issues there might be with the frame you have received. Sadly we are not able to view any of your contact details in order to get in touch directly via this review.
Once again, our sincerest apologies for your disappointment and inconvenience caused.
Amanda Robertson
Frame Company
Incapable of cutting mounts to correct dimensions
I’ve used the company for years, normally fine, but this time a disaster. They cut over 30 mounts wrong, aperature too big so the print falls through. I ask for replacements and give exact measurements, another 30 cut wrong arrive! On third attempt they cut the aperture too small in other extreme!
I do not understand how they can get it so wrong. They are a frame company, it should be their specialism!
All contact via phone and email leads back to a young lad who shows little apology for mistakes or urgency to resolve issues. When I ask to speak to someone more senior all sorts of made up excuses come each time I email. Give up! Why is a young lad with no clue running the business?
26 de enero de 2024
Opinión espontánea
Respuesta de Frame Company
Thank you for your review which I must say is incredibly disappointing to read. Having spoken with you earlier today regarding the unfortunate run of events that have led to this review, I do completely understand your frustration and completely agree that whilst mistakes can happen on rare occasions, they certainly should not happen consistently. Further to investigation and as I explained today, the relentless discrepancy on sizing was due to our main mount machine that is usually set to electronically cut standard sizes by way of automation, being misaligned which caused the calculations to be slightly distorted on the sizing. This has now been fixed but I am only sorry that we did not establish this in the first instance when your mounts were received incorrect. In terms of communication, I cannot stress enough that there is always someone of a higher level for any customer to reach out to. We are a small office team and a family run business and if we are not available at the time of your call, I can assure you with the utmost sincerity that we will always be available to return your call without question. The issues we discussed earlier today are being addressed and as valued customer, I only hope that you will in the future return to Frame Company and allow us the opportunity to prove to you that the years you have previously been coming to us and have been happy, far surpass this regretful experience. Thank you for your understanding. Amanda Robertson
Order not arrived, terrible customer service
I placed an order over a week ago and after a telephone call a week later I was given a tracking number. Evri had been expecting my parcel since last week and yet I've been assured the frames will arrive tomorrow. When speaking with customer service I am told that Evri take 24hours to update their website, but it's been over a week and still it states "expecting your parcel". I asked to speak with someone higher in the business, but apparently the owners are on holiday so it seems the young man on customer services is running the place!!
I have seen this company selling on Amazon, so will email to make them aware, whilst also trying to fight for a refund
18 de enero de 2024
Opinión espontánea
Respuesta de Frame Company
Thank you for your order with us however I am so sorry to hear this. Firstly, I can assure you that the Owners are certainly not on holiday and in all honesty, we rarely do go on holiday. As I explained to Emma in the review above, we are more than happy to speak with anyone that asks but as a family run business, the Owners being my husband and myself, whilst we would be delighted to be front of house and readily available at every opportunity, our roles of being Owners sadly does not always permit, but those occasions when we are not available are in the minority. In those instances, we will always make contact without question shortly after. I am very sorry if this was not made clear, but I am certain that Tom, the young man who is working very well on customer service, did not mean to imply this.
Regarding the delivery, please do contact us again so that we can look into this for you, unfortunately your details are not on this review so I am unable to check your order number or status, but if I could trouble you to get back in touch, we will certainly get to the bottom of where your order is and why it is taking so long to arrive. If need be, we will happily have a replacement sent to you on an express service. Most couriers when collecting parcels do not scan them when they are loaded onto their vehicle due to the volume they are collecting and so they are taken back to the sorting hub and scanned later that night or in the early hours of the following day and sometimes it does take a while for the tracking to update. So this is not entirely untrue however please always get in touch with us anytime and in the event of delays, we will happily do the chasing for you to get the matter resolved. I am so sorry again for the inconvenience you have been caused but rest assured we will always do our very best to provide a resolution in any given situation. Best regards, Amanda Robertson
Haven't recieved item!
Haven't received my order it's been over a month.
Impossible to get hold of anyone and even if you do get a reply they just say it may still arrive!
I want a refund but god knows how I'll get one!
22 de diciembre de 2023
Opinión espontánea
Respuesta de Frame Company
Thank you so much for your order with us however I am so sorry that you felt that this was the only way for you to make contact with us. I am also concerned by what you say. If you have been waiting for over a month to receive your order then something is certainly not right at all. I would be grateful if you would be kind and contact me directly, our main line is 01622 710 669 and I will gladly get this matter resolved for you. I would imagine that something has happen in transit, however without knowing your order details so that I can check the finer details, I can not be certain of this.
I must however, with respect, disagree with your comment that it is impossible to speak with anyone and this I can categorically be very confident in saying. Our office is a team of four and with four phone lines. If one line is occupied then it will roll over to the next and then to the next. In the rare event that all four phone lines are occupied then sadly you may be forced to wait a short while for one of the lines to become free, but this would be a very rare situation. Emails are answered every week day consistently throughout the day. We are closed weekends and so Monday we do have a backlog of the weekend to get through, but I assure you that we do always ensure these are cleared by end of day Monday. Communication and good customer service is absolute key for any online retail business and I am so sad to read comments suggesting that the service at Frame Company is poor. We do work incredibly hard and have historically prided ourselves on the service we offer. If we have seemingly faltered on one or two occasions I can only offer our sincerest apologies but honestly say that it is certainly not the service we like to be remembered for and we will always try our utmost to ensure that our customers have a happy Frame Company experience and leave us with the notion that they will be back very soon.
Please do get in touch regarding your order so that we may get this resolved for you instantly. Best regards, Amanda Robertson
Arrived quickly and customer service was efficent
I've ordered a frame and requested fast delivery and arrived as planned. Needed to contact customer service as the perspex sheet was damage in the corner, they replied quickly and sent a replacement.
The frame itself looks good, doing the job and i think the price was fair.
2 de enero de 2024
Opinión espontánea
Respuesta de Frame Company
Thank you so much for your order with us and for leaving your lovely review. We are delighted that you are happy and that we were able to resolve the matter of the damaged perspex. If there is anything further we can possibly help with, please do feel more than welcome to get in touch.
Amanda Robertson
Frame Company
Dreadful Customer Service
I’ve bought around 40/50 frames from these guys plus many custom mounts, most of which have gone smoothly, however a recent order which arrived broken (due to poor packaging) has almost made me give up the will to live.
There must be a stream of at least 15 emails… then they come back to me (twice) and ask for my address! I’m starting to believe that someone in their office is using me for some kind of sick ‘sport’
I’ve not given them one star as previous orders have gone reasonably well but I will never buy from them again, I’m done with such poor customer service.
28 de diciembre de 2023
Opinión espontánea
Respuesta de Frame Company
Dear Paul,
Thank you for your order and for being a valued repeat customer. I have read your review and I have also read the lengthy email trail that relates to your most recent order and indeed I do agree that the trail of questions and back and forth scenarios is quite shambolic. I am not dismissing any of your comments nor is this an excuse, however our team member that you were communicating with mostly, had only been with us for a couple of weeks and was thrown entirely into the deep end during our busiest time of year and unfortunately with any job there is a learning curve, which I think sadly dominated the way in which this was handled. This matter was in fact picked up a while ago before even reading your review and immediately addressed and although this did not work out favourably in your case, it was used as a prime example of what not to do going forward. I honestly and sincerely cannot stress enough to anyone that reads these reviews, that all our customers are valued so highly, without you all we would not be where we are today and we really have come a long way since Frame Company first began and we will never treat any reviews lightly. I am so sorry that this experience has completely tarnished how you feel about Frame Company, especially as you have seemingly been happy with previous orders. If you would be willing to allow us another opportunity in the future, then please do be sure to reach out to me directly and I will be delighted to oversee your order to ensure that it arrives smoothly and efficiently as quite rightfully it should always do. Best regards, Amanda Robertson
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