Complaint Review: Frame It Easy - Derby Connecticut

All of us at Frame It Easy stand behind our product and craftsmanship 100%. That's why we use only USA materials and labor, and craft each frame precisely to order - nothing is pre-cut or comes off of a shelf. We take a great deal of pride in offering such a high-quality, precision-cut product at an actually affordable price and in the rare case one of our customers isn't happy, whether it's a mistake on our part or the shipping carrier's, we have an all-hands-on-deck approach to making it right.

This customer worked directly with one of our owners, who addressed every complaint by either rushing out replacement components (at absolutely no cost) or issuing a 50% refund - to put that into perspective, the largest coupon discount we ever offer is 10% (because we do not inflate our prices as some of our competitors do so that they can offer 85% off coupons).

We are not a corporation - a real person picks up the phone, a knowledgeable framer answers your emails, and a warehouse team of our local friends and neighbors fulfills your orders. In all areas of our business, we strive to do "the right thing" and not the profitable thing, which we believe will keep our customers coming back and trusting us enough to refer their friends and family. We ship out thousands of frames every week and most of our customers are absolutely thrilled - but when something goes wrong, we offer the same level of customer service described in this article. Anything that we can do from the opposite coast of the country to make our customer happy, we do.

In this case, we simply do not have the equipment to dry-mount prints and so were not able to offer this to our customer. We were, however, able to not only send replacement components but also refund in excess of what it cost the customer to pay for this specialty service locally. We send out many thousands of frames for each one complaint we receive about paper warping, and it almost always has to do with the print being hung in an excessively humid location, something that we don't have control over and almost never encounter. The frame described in this Ripoff Report spent several days at our facility, five days in trucks and sorting facilities making its way to the west coast, and still arrived without warping and ready to hang. It developed the ripple after a day of being on the customer's wall. But even when the environment is completely out of our control, even though the same prints and frames are absolutely perfect and stunning on thousands of other walls, we do everything we physically can to make our customer happy with our product.

Regarding the comment about shoddy print quality - this is simply not true. We take our customers' art very seriously, as it's the focal point of the frame. Our print lab uses state-of-the-art large format printers with archival-quality inks on paper that costs us more per square foot than some flooring, and I would be very surprised if anyone found an online framer that will exceed the extremely high bar we've set for ourselves here - if so, please respond to this report or email us directly and let us know, as we are constantly looking for ways to improve our product and process. If there's an issue with a print on our end, which happens with extreme rarity, we always make it right by rushing out a replacement at absolutely no cost.

To summarize - the vast majority of our customers are really happy with our product and customer service, and understand that we maintain these high standards while selling our frames at a quarter the price - or less - of a local custom frame shop. We challenge any customers considering us to give us a call or email and ask us a few framing questions, just to see how we do. And then do the same with any of our competitors, and compare the two levels of service. We always stand behind our product, and we do everything within reason to make sure that each customer is satisfied enough to recommend us to their friends and family.