Photoframesandart Reviews 53

Ordered two frames. Arrived on time but one frame had a very small mark engrained in the glass. My print was light so there was no hiding it. I took photos and sent them in and within 48hrs they replaced the frame. Excellent and thank you.

I returned an item in line with their policy and was initially told a refund would be issued once received. After waiting 3 weeks with no update, I had to follow up, at which point I was asked for tracking before anything would be actioned. I was told multiple times that they would “need the proof of postage and tracking number”, they would not assist further without it. Thankfully, after three weeks I still had proof of return postage. The tracking confirmed the item was delivered the day after I sent it back, yet no refund had been issued! It was only after I provided this tracking evidence that the return was acknowledged and investigated. Their website states that tracked delivery is “recommended”; however in reality, they will only check the status of a return if tracking is provided, even though customers are asked to include a copy of the order invoice in the parcel (which I did). Their process relies on customers retaining proof of postage and tracking (paid for by the customer), rather than properly checking returns internally. Based on other reviews, this does not seem to be a one-off, which is concerning. I also note a response on Trustpilot stating they are “reviewing their returns and refund process to make improvements”; however, my experience suggests this has not yet translated into any meaningful change.
I would not recommend this company. I was very close to losing around £50 (product and return postage). A business that only processes refunds once chased and only when the customer can provide tracking rather than using order or invoice details, is not acceptable.

IN RESPONSE TO SANDRA’s REPLY BELOW:
To clarify, the issue was not that images were not received. I was advised multiple times (prior to being asked for a photo as evidence) that a tracking number was required before the return could be traced, despite having already emailed two or three times saying it was delivered back to you and included the invoice within the parcel. You are making out that failed images showing proof are what resulted in multiple requests however this actually only strengthens my review, you should not look into a three week delay ONLY when a customer sends you an image of evidence that includes a tracking code. Zero attempts to look into the return were made unless evidence was provided. Your use of the work ‘quickly’ implies I had a choice of a quick or slow action however it was mandatory I provided a tracking code before anything would be done. And that is to be frank, rather sneaky as you are ignoring returns till a customer follows up with evidence that is actually not mandatory in your own returns process on your website. Your comments about changing warehouses has no bearing on a customers right to a refund.
Only once the tracking reference was shared did your team look into my refund request. Had I not of by chance kept that bit of paper you were not willing to look into the matter. A warning to others.

I’ve ordered three or four times from Photo Frames & Art over the past few years.

Their frames are really great quality.

I buy from them whenever I can however unfortunately they don’t provide bespoke sizing so I’ve had to find alternatives elsewhere. It would be great if you could offer a bespoke sizing service!

That said, their frames are great and packaged well and I’ll be ordering again.

I love their frames and have a few in our home. My issue and annoyance is, on a couple of occasions I have had to return frames that were not suitable and each time i have had to chase them to process my refund after waiting almost 3weeks. Bearing in mind I have had to pay the return postage....your returns process should be a lot more efficient than that.

Absolute rubbish. Ordered 3 A2 frames. All three were cracked on the corners. Unwrapped one it literally fell apart into pieces. What a waste of nearly £60.

Great company. I had a frame delivered, which was damaged. I emailed, had a response immediately from Jo and she arranged for another frame to be delivered the next day. Amazing customer service!

You have to pay for shipping and returns. if you want to return it you have to pay for shipping yourself so you loose money for nothing.

The frame I ordered was just what I wanted and at a reasonable price. Unfortunately, after opening it, I noticed a small chip on the bottom of the frame. I contacted customer service and the response from Sandra was super helpful. A couple of days later my replacement frame was delivered. 10 out of 10 for customer service and I will definitely use this company again.

I ordered six Oxford black picture frames, 10 x 10“ which arrived within the two days promised. I received a prompt response when I emailed the sales team to query delivery.
The frames were packaged very well and were undamaged. The frames and mounts are good quality and look great on the wall.
One slight design improvement could be slightly longer metal clasps to hold the backboard in.
I would recommend this company and would buy more frames from them myself.

Excellent customer service. There was an issue with the delivery related to the delivery company and the customer service team at photo frames and art sorted it out very swiftly and my frames arrived safely and well packaged. Really great quality frames too, will be buying from here again.

absolutely great service from this company. Ordered frames on Friday and Saturday same week delivered cannot get better than that. Super quality frames packaged in way I have not seen before.fast delivery, they kept me informed of delivery. What could be better? will definitely recommend them.

Package arrived really quickly, was really well wrapped ,so no damage and the ornaments i ordered were perfect for what I needed
Wish I could add some pictures
Would buy from them again

Frames are always built to a super high standard and last a long time with better materials then other shops. Delivery is quick. 100% recommend

What an amazing company, super quality frames packaged in way I have not seen before. I should think their breakage percentage must be nil. Excellent prices, fast delivery, they kept me informed. What could be better? I will recommend you big time!

Had a great service from this company. Ordered some frames with a brilliant white moulding, then changed my mind and wanted the soft white moulding... They sold me just the additional mouldings for a reasonable price, and dispatched it very quickly. Would definitely order again.

I have purchased from this company a couple of times, the frames are great quality and arrive promptly. Unfortunately one of my orders arrived damaged the customer service team responded quickly with satisfactory solution. Thank you Photo Frames & Art :-)

Really good products at a great price, great customer service as I had an issue with one product and they replaced immediately

I’ve always purchased frames from here on the understanding that I thought I knew what I was getting. When you buy a frame that states it’s wood and the frame breaks and you realise it’s cheap plastic, very disappointing! #winchesterwoodframe

I ordered four A2 Oxford no mount frames, they were delivered in good time and communication was fab. The frames were packaged well, one of the frames had a little damage on the corner, nothing too bad (didn’t return).

I would definitely use this company again, as it is reasonably priced.

Lovely frame, good Customer Service.