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Business Profile

Framer

Custom Frames Canada

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:23/10/2024

    Type:Billing Issues
    Status:
    Resolved
    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 ordered two frames from the company on April 7, 2024 for $148.01. I received the frames, however some time later I received a bill from *** (dated June 21, 2024) for $46.90 in customs charges. The order confirmation I had gotten from Custom Frames Canada stated that the orders would be customs exempt and if I received any charges I should email the invoice to ***************************** and they would resolve it.I emailed the *** invoice to the company on July 3, 2024. I sent then two followup emails, on July 8, and July 22, with no response. On Sep 11, I called the company and spoke to a salesperson named ****, who said that the email must have been missed as their customer service person changed, so I should email it again to him. I sent him that email on Sep 11 and did not hear from him again.I recently received a letter from the debt collection agency ********************************************* (dated Oct 3, 2024) saying that the debt was still outstanding to *** and needed to be paid. I then called Custom Frames Canada again on October 21, leaving a voicemail, and again on Oct 22nd. Receiving no response, I then paid the debt collection agency the outstanding balance.I would like to receive a refund for the $46.90 I paid in customs charges.

    Customer Answer

    Date: 15/11/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:12/08/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Original Order Placed on July 9 2024 Amount of $157.13 for a Custom Frame and Plexiglass Order was later than originally estimated, with little communication about the mix up. (Sent to ***** not *****************Upon arrival, the order was damaged and low quality. After reaching out to the company we have heard little in response to the concerns.

Custom Frames Canada is NOT a BBB Accredited Business.

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