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Frame USA, Inc.

Phone: (513) 577-7107 View Additional Phone Numbers 225 Northland Blvd, Cincinnati, OH 45246 View Additional Web Addresses

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Description

This company offers frame production and distribution.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Frame USA, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Frame USA, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 6 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

6 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 5
Total Closed Complaints 6

Additional Complaint Information

Dan Regenold is also identified in BBB files as the President of Posterservice, Inc. A separate report on Posterservice, Inc. is available upon request.

Customer Reviews Summary Read customer reviews

1 Customer Review on Frame USA, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: November 24, 1999 Business started: 01/01/1992
Type of Entity

Corporation

Business Management
Mr. Dan Regenold, C.E.O. Ms. Chris Smith, Credit Manager (former) Mr. Rick Wharton, Controller
Contact Information
Principal: Mr. Dan Regenold, C.E.O.
Business Category

Custom Framing Picture Frames - Wholesale & Manufacturers Picture Frames - Dealers

Products & Services

Frame USA, Inc. offers the following product(s): Picture Frames

Method(s) of Payment
VISA/MASTER CARD/AMEX/DISCOVER/PAYPAL
Business Management

Dan Regenold is also identified in BBB files as the C.E.O. of Posterservice Inc. A separate report on Posterservice Inc. is available upon request.


Additional Locations

  • 225 Northland Blvd

    Cincinnati, OH 45246 (513) 577-7107 (800) 577-5920

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 577-5920(Phone)
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Complaint Detail(s)

2/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order on December 29th for 2 complete frames with an upgrade to foam core backing, plus 2 mats to go with the frames. When it arrived, all that was in the box was 2 hollow frames with no backing or facing, and only one of the mats. I contacted the company by email on January 19th to inform them of the errors and ask them to send me the missing parts. I did not receive a response and sent a second email on January 24th asking to have a refund issued for the missing parts and for 2 other orders I had outstanding. I received a response from **** stating that she had left me a voice mail (although I had not provided a phone number in my emails). The response, received on January 27th, stated that she would issue a refund for the 2 outstanding orders. She said she could not refund the missing parts as the replacements had already been shipped. She only mentioned the foam core backing, so I emailed again immediately to verify that all the missing parts were being sent. I also said I had replaced the parts myself already, so I didn't really need those parts. I then stated that I would find a use for them since it seemed I had no choice. I received no response and no confirmation of the replacement items being sent. I received notification on January 29th that a package had been shipped from them. This was the replacement parts, 2 days after I had been told I couldn't have a refund because they had already shipped. I also received a notice for each of my outstanding orders being cancelled on this date, stating that they would be refunded. When the package arrived on January 30th, it included all the missing parts except for the foam core backing. The packing slip specifically mentioned the backing, but it was not in the box. I immediately contacted **** again about this, and also asked about the refunds, as they had not shown up in my account yet. **** responded that day, saying that the foam core backing was omitted on purpose because I said I didn't need the parts anymore. The company thought it was appropriate to not give me everything I had paid for and also to not give me back the money I had paid for it. **** told me refunds take up to 5 days to clear for some banks, so that might be why it wasn't there yet. At this point, it was already 3 business days after I had initially been told I would be refunded. I told **** it was inappropriate for the company to keep the money I had paid to upgrade to foam core backing when I had not received any sort of backing at all for my frames. She responded that she would refund the foam core upgrade price. As of today, February 11th, I have not received the refund for the 2 cancelled orders, and I have not received the refund for the foam core upgrade amount, or even a notice that it was on the way, other than ****'s word. It has now been 9 business days since I received emails saying the 2 cancellation refunds were completed, 11 business days since I was first told I would get a refund, and 8 business days since I was told I would get a refund for the foam core upgrades. The amount of these cancellations is $38.49 for one order, $41.41 for the second, and $2.18 for the foam core upgrades, for a total of $82.08. I also spent around an extra $22.00 to replace the parts myself when I first contacted them and didn't hear back. This company is by far the worst I have ever dealt with as far as customer service and accuracy. Through all of this, I have yet to receive an apology. I have been treated like a burden, and like I am asking too much when I say I want what I paid them for. I have been lied to several times, between saying the missing parts had already been shipped when they had not, that I would be refunded for the cancelled orders, and that I would be refunded for the missing foam core backing. This is an unacceptable way to do business.

Desired Settlement: I want to receive the refund of $82.08 immediately.

Business Response: On behalf of Frame USA we sincerely apologize for all of the confusion with the order and the amount of time it took for a resolution to be made. As a company we pride ourselves in quality and customer service and it looks like both were lacking in this instance which is unacceptable. We strive to make each and every customer a "raving fan" and it looks like in this case we failed. In order to resolve the situation we have refunded the customer fully for all of the orders in question as well as the money spent to purchase replacement parts for the damaged and wrongly made orders. We have even refunded the orders that were sent in full. Once again we sincerely apologize for the problems with the quality of the products as well as the resolution and have worked to implement steps to ensure this doesn't happen in the future. We appreciate the customers understanding of the issue and hope that we can do business again in the future. Sincerely,

3/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a large order of frames and I had one broken upon delivery and another break while removing it from the packaging. I contacted the company twice and left to leave my contact information on the answering machine. It has been a month and I still have not heard back.

Desired Settlement: I would like the two broken frames I ordered to be exchanged for undamaged frames.

Business Response: We contacted Mr. ************* yesterday, directly after receiving this complaint.  We apologized to him, as we have no record of receiving his prior voicemails.  Mr. ************* told us that two pieces of picture frame glass were broken during transit, and he would like these replaced as soon as possible.  We are shipping these out to him free of charge, and on an expedited schedule.  We hope our actions satisfy our customer's concerns, as this is of utmost importance to our company.

  

1/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My order (# *****), where I ordered 47 frames, had defective items. I contacted them twice on 12/21/2012 and on 12/28/2012. I explained to them exactly what was defective and the quantities and the details of the order in both emails. They never responded to me to offer an exchange or a refund.

Desired Settlement: Refund or replacement.

Business Response:

We apologize for our customer’s inconvenience during the holiday season.  After receiving this complaint, we did some research and we did discover two separate emails from Mr. ********** sent to us on the 21st and the 28th.  We are currently performing an audit of our internal systems and procedures to keep this incident from reoccurring.

                Upon receipt of the complaint, we immediately called Mr. **********.  He informed us that nine of his total forty-seven frames received were dirty or damaged.  He was not able to send them back to us, or take pictures of them as he had already disposed of them.  Since this conversation we have issued Mr. Abderlkarim a refund for the nine frames in question.  We have attempted to contact him several times since issuing this credit to ensure his satisfaction, but he has not responded to us. 

                We regret this incident as it is our intention to make a “Raving Fan” of all of our customers.  We will make every effort to prevent this from ever happening again.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

***** **********

 

12/19/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: All of our frames are measured by the inside dimensions. For example, if you have a 4x6 image, you will want to order a 4x6 frame.Measure the image or document you wish to frame. This measurement is also the size of the frame you would need to order.This is the instructions on measuring for your frame. I measured my frame at 11.5x24.25 I received a frame that was 11x23.75. I have lost the outside of my picture that is mounted on a board to fit an opening for what I measured. The did not give me what I paid for. When I contacted them they refused to fix it. Without me ordering more frames, what size do I order and why would I spend more on a company that did not stand behind their work in the first place.I ordered the size I did based on their measure guide and received an order did not match what I ordered. Maybe they need to rewrite their measure instructions or stand behind their work.

Desired Settlement: I would like my money returned so I can find another supplier for what I need.

Business Response:

An internal investigation concerning the circumstances of this issue has been completed.  It appears that while correct information was initially provided to our customer, incorrect information was at one point conveyed.  This led to products being incorrectly sized, produced, and shipped to our customer.  We have spoken to Ms. ******** and offered our sincere apologies.  We have given her a full refund of all previous product and freight charges.  Additionally, we are shipping her correct replacement product free of charge.  She will receive this product in a few days.  We have also provided internal coaching to our employees to ensure this situation does not occur again.  We apologize for this situation, as customer satisfaction is of utmost importance to our company.

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******. While there response leaves me no room to complain since they refunded my money. The product I wished to have I will not receive. They sent me two new frames, exactly like the ones that did not work. Since this occurred again I can only guess that the issue is with how they tell you to measure for your frames. They need to remove the statement that if you have a 4x6 picture you need a 4x6 frame because that is not the case. It seems you need a 4.5x6.5 frame in order for your entire picture to show. The opening they supply is not the opening you order.

Regards,

 

***** ********

 

 

 

3/29/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order Feb 17th 2012 with Frame USA/ MaT DesignersItem Ref. Price ea. Qty. Description11212 $2.75 13 size 18x24-(Custom Opening-Se e Comments)-Rectangle -B40211284 $5.00 3 size 24x36-(Custom Opening-Se e Comments)-Rectangle -B40286 $1.65 7 size 12x18-Cutout 8x14 -Recta ngle -B402I have tried for almost a week to get some information on the status of the missing items from my order, now I am resorting to mediation. I ordered 13 size 18x24 mats , 3 size 24x36 mats and 7 size 12x18 mats which are not included in the shipment I received. The last email I received was from customer service Feb 29th , the day I received my incomplete order, The CS email said they would check in on it and update me and I haven't heard a word since even though I have been emailing them.

Desired Settlement: I asked for the paid items to be sent as promised with no response. I am done with them, now I am demanding a refund. $30.44 is exactly the price to the penny it will cost me to reorder the missing items from them.

Business Response:

In regard to complaint ID ******* submitted by Ms. **** *******, Frame USA would like to apologize to our customer.  Our company cares deeply for its customers and we take great pride in delivering a high quality product in a timely fashion; as well as providing consistently good customer service.  It appears that we failed to do so on this occasion.  Ms. ********* desired settlement of this dispute is a partial refund of $30.44. At 1:15 on the afternoon of March 6 we refunded her PayPal account this amount.  We hope this settles the matter to full satisfaction.

 

1/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I feel that Frame USA has an unfair return policy that takes advantage of the customer. I made a purchase order of over $400 and the shipping came to $160. I understand that. But when I realized the quality of the frames was not what I was looking for I decided to return them. The first time I called I was told that I would receive a call that night with return label information. That call never came. In that call I was reminded that there are no refunds only exchanges, but at a 25% restocking fee. A few days later I called again and left a message. I received a call back, but the only number the guy gave me was a tracking number. After the third interaction I finally received my shipping labels in an email. I was very unhappy to find out that Frame USA was expecting me to pay for the return shipping out of my own pocket. I had already spent $160 on shipping, was going to be losing 25% of the value of the cost for restocking, and I could anticipate paying another large shipping fee if I were to exchange them for different frames. So Frame USA has left me with frames I don't want and can't use and I would have been essentially paying them to take them back. In my frustration I sent a very disgruntled, and somewhat harsh email, and received no reply(nor did I anticipate one). As a student, I felt like I was taken advantage of and was left with no other choice but to buy more frames from another source. Frame USA is operating with an obscene sense of what is fair and reasonable for a customer. It felt like they were cornering me with their unfair policies, and it felt like all they cared about was getting my money. They were not at all worried or concerned with the thought of satisfying the customer.

Desired Settlement: I would like to exchange the frames. Knowing that I would cover the cost difference of the frames. But I would like them to pay for the return shipping as well as for the shipping on the new frames. It seems that if they are only giving me the option of store credit and reducing my store credit by 25%(for restocking), then they should be covering the cost of shipping for the new frames as well.

Business Response:

I am sorry that Mr. ********* feels that he is being taken advantage of.  However, when ordering off of our website, it clearly has our terms and conditions listed.  When a Customer places an order, before they can submit their order, they must check a box that states that they have read and agreed to our terms and conditions.  The system will not let an order be submitted without checking this box.  Our return policy does state that the Customer must obtian approval from our Company, receive a Return Authorization Number, will pay a restocking fee and all freight charges.  Also, that a merchandise credit will be issued.  However, if it is a product that we can re-sell in our store, we will give a credit.  Please have Mr. ********* call one of our Customer Service Rep's if he is still interested in returning the frames.  We will be happy to work something out with him.