Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off a poster on June 18, 2025 to have it framed. The cost was quoted at $800. When I got home and shared the cost with my spouse he did not think it made sense to spend that much framing a $100 poster. Upon refection I agreed so called back on June 19th to cancel. My call was returned on June 20th. The owner seemed upset that I was cancelling and made several attempts to change the order details so make the price cheaper. This was possible as it was not yet in production. When I stated I still wanted to cancel I was told there would be a cancellation fee of 5% of the original order value. When I asked why I was first told it was a bank charge. When I challenged that the story changed to it was just their policy. I asked why I was not told that at the time of the order and was told "there policy is posted on a paper by the cash register but you would not notice it unless you were looking for it". That is an exact quote. Per Ohio law if a business chooses to have a cancellation policy (including fees), they must make it clear and conspicuous to the customer before the purchase or service is agreed upon. This applies to restocking fees, cancellation fees, and any other charges associated with canceling. Per the store's own admission, their policy is not posted conspicuously and they never verballyt mentioned it. Given that, along the fact that the store had incurred no costs as the order was not started, leads me to conclude that I should not have been charged the fee that was deducted from my refund over my objections.

  Business Response

  Date: 07/07/2025

  7.7.2025 **** with business called to say he tried to respond to complaint through link but received error code. KG will email **** with alternative email to reply.

  Business Response

  Date: 07/07/2025

  ---------- Forwarded message ---------
  From: **** ****** <*******************************>
  Date: Mon, Jul 7, 2025 at 1:12 PM
  Subject: Re: BBB complaint ID. ********
  To: ***** ***** <***********************************************************************************>
  
  
  Hello and good afternoon *****!  Thanks for a quick response to my call and sending me your email.  Here is the info I tried to submit via the web this morning for your review to this complaint.  
  
  Hello and Good Morning! 
  
  I want to first apologize for the delay in responding as I was on vacation last week for the holiday and my son's baseball tournament.  I also am sorry you all are needing to take time to follow-up/address this complaint as this has never happened since I have owned the business.  
  
  As you all may know by our low/no submittal to BBB and very high remarks/google reviews, we take customer satisfaction very high.  In fact, we have what we call the A+ guarantee where we stand behind the craftsmanship of every project we do for the life of the art.  We also like to make sure our clients have a very pleasant experience throughout each step of the process. 
  
  As part of that, we really have an all sales are final type policy but we make exceptions as we know things come up from time to time so we try to have maximum flexibility for our clients.  As shown in the attached, we do have a formal and posted payment, order modification/cancellation and refund policy.  Please see attached for both the policy itself and the posted location for the policy.  The policy can clearly be seen from either "design desk" as it is posted just below the monitors where the client reviews pricing and order details with the designer.  Although we have a point of sale display in front of the policy, you can see from the photos that it is posted and clearly eligible at the point of sale location.  
  
  I would add that we hardly ever have cancellations (maybe only 1-2 per year) out of 1500+ pieces per year.  I would also add that on rare occasions that customers feel the cost is too high, we offer alternative ways to meet their desired outcomes while working to optimize price to meet their budget and/or offer a price match guarantee.  That guarantee is that we will match a competitor price if they can provide an apples to apples quote.  
  
  Specifically to this case, the client made the order on Wednesday (6/18) and called to cancel on Thursday (6/19) - over 24 hours had passed.  I personally was away from the gallery doing an install at the time of call so I didn't get a chance to call back until Friday (6/20) which is when I called the customer to discuss her cancellation.  We discussed the cancellation policy and alternative options for her consideration.  She initially liked (so I thought) the idea of reducing the cost and getting some money back at time of pick-up so we provided a few alternative options over the phone the same day.  She said she would think about it and let us know.  The client called back a few days later (early the following week - don't recall exactly when but could check as it was the same day I posted the refund for her) stating that she wanted to cancel the order.  We discussed the cancellation policy again and the reason why we have a credit card processing fee (outside of our control as we get his with a 3%+ processing fee for all credit card transactions).  Client agreed to cancel and provided the credit card info over the phone.  We proceeded with the partial refund the same day and had her artwork and refund paperwork out for pick-up anytime there after.  They picked up the art/paperwork a few days later.  Although I was not here at time of pick-up, I am told they (her husband I believe) did not ask any questions or ask to see the posted policy. 
  
  We hope this helps provide some additional insight on this situation.  I am happy to address any further questions or concerns if needed via cell phone or email.  
  
  Kind Regards,
  
  **** ******
  Owner
  Andy's Frame Setting, LLC
  ******************************
  Office: ************
  Cell: ************
  Email: *******************************

  Customer Answer

  Date: 07/14/2025

  ---------- Forwarded message ---------
  From: ****** ******* <**************************>
  Date: Mon, Jul 14, 2025 at 2:24 PM
  Subject: 23513538.
  To: <**********************************************************************************************>
  

  
  
  

   

  Thank you for the update on the referenced case. I apologize for being late in responding but was on vacation and had no access to e-mail. Upon reviewing the business's response I would like to point out that they did not address the issue I raised with their claim that they have their refund policy conspicuously posted. When I visited the store they specifically told me that while they had such a policy posted you would not see it unless you were looking for it. That is an exact quote from the person I spoke with. I also found that they did not address what I pointed out in my original comment regarding the fact that they have been inconsistent in claiming the basis for the charge. I've been told both that it is just their policy but also that it represents credit card fees. They now seem to state in their response that it is just due to credit card fees that they are charged. However, I contacted my credit card company and they advised that no fee should be charged when the original charges were reversed. Thus, I would propose that this issue be resolved by the business sharing with the Better Business Bureau and through the Better Business Bureau myself, the transactional records related to my credit card that showed both the original fee being charged and any refund that occurred on the date that the refund was granted. If the business was indeed charged a fee that was not reversed when the charges were reversed I will be happy to pay it but right now what they're saying does not align with what the credit card company is telling me.