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Business Profile

Clothing

Frame

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 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:01/09/2024

    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.
    I ordered a package from this company back in November. ***** ended up not delivering it to the correct house so I never received my order from FRAME. I contacted ***** and eventually BBB and both parties said I needed to contact Frame so they can apply for a refund through *****. I contacted Frame multiple times and have not heard back to any of my inquiries.I would like a refund for the items ***** lost and I have not received. Order number from Frame is: ******** and the ***** tracking number is ************. I have put way too much work into unsuccessfully obtaining this refund so please make these 2 businesses cooperate so that I am not inconvenienced any more than I already have.

  • Initial Complaint

    Date:12/08/2022

    Type:Product Issues
    Status:
    Unresolved
    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.
    On 3/2/22, I purchased two pairs of Frame jeans (order number is XXXXXXXX)**************** My order total, including taxes, was ******* ***** & **** per pair). It took*********** a while to get over how much I spent on the jeans and actually try them on and wear them.

    When he finally decided to wear them, he LOVED them!! He loved one a tad more than the other and began to make them his "go to" ****. After wearing them a couple of times (no more than 3 - 4 times), he mentioned that the pocket had tore, making it so he couldn't use that pocket. He loved them so much, he said he'd like to continue wearing them. But that didn't sit well with me, especially since each pair was ****** On 9/6/22, I reached out to Frame to inform them of what happened. I sent photos and asked for them to either fix the pocket (seemed like an easy fix) or send us a new pair. The company's response was that they have NEVER had this happen and suggested we take the jeans to a local tailor to get fixed. I was not satisfied with that answer so I pressed them. And I pressed them again. And again. They said they didn't have his size to send us a replacement. They finally agreed to refund me for the jeans. My main concern was getting these jeans back to them so they could do research to determine why this had happened. Even after the matter was resolved and we received our credit, I followed up to find out what their testing revealed. They brushed me off and told me their production team was able to investigate from the photos and determined that in-person testing was not necessary. In other words, they totally brushed this off.

    I've been buying designer jeans for many years. I have NEVER had an issue with pockets ripping / tearing like this.

    And guess what just happened to the other pair of Frame jeans I purchased? You guessed right.....the pocket just tore. I reached out to Frame again, only to have them tell me they were unwilling to stand behind their product!

    Business Response

    Date: 02/15/2023

    Dear BBB, 

     

    This customer first reached out to us in September of last year regarding order ********, claiming a pocket had been torn. Per the attached screenshot, this order was placed in March, 6 months after the order date. We have a generous return policy of 30 days but there was no contact from the customer within 30 days. It is very standard that a product defect will reveal itself upon the first wear or two, within 30 days. In this case, this was clearly a case of a customer loving their jeans and wearing them until they naturally experienced wear and tear. Since she was a first-time customer, we offered her an appeasement of 15% off a new purchase to buy a new pair of jeans. 

     

    3 months later the customer reached out wanting to place another purchase during our sale period. We believed she was dishonest, claiming her order didnt go through. Our team believed she was dishonest so we would honor the sale price for her after the sale had already honored. We once again made an exception and honored the sale price for her. 

     

    A few days later, the customer wrote in again, claiming the other pair of jeans in her original order experienced the same issue. We have never had an issue with our pockets, so we felt the customer was being dishonest once more to receive another discount. At this time, the jeans in question were 9 months old and had been worn and washed many, many times. We let the customer know we could not assist further at this time. 

     

    Thank you,

     

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

    Director of Client Services 

    Customer Answer

    Date: 02/23/2023

     
    Complaint: 19312200

    I am rejecting this response because I think it's based on speculation and not facts.  I laid out the facts - my husband purchased two pairs of Frame jeans.  He kept them in his closet for months before wearing them.  When he did wear them, they pockets tore.  I contacted Frame and they agreed (after a little bit of persuasion from me) to send me a new pair of Frame jeans.  I was very adamant that they look into why the pockets tore and do research as to why that happened (since the jeans are very pricey at $200+).  They claimed it was an isolated incident and that no one had reported such a thing.  However, the same exact thing happened to my husband's 2nd pair of jeans.  When I reached out to them to inform them that another pair of jeans also had the pockets tear, they claimed it was the way I was washing the denim jeans.  I have NEVER had a denim pocket tear from any other manufacturer, nor have I ever been accused of not knowing how to wash clothing.

    This company is not professional in my opinion and I will NEVER do business with them again!  I do not want anything from them at all.  The only thing I want is for the world to know how s***** they treated me and how they did NOT stand behind their product!!!


    Sincerely,

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

  • Initial Complaint

    Date:11/03/2022

    Type:Sales and Advertising 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.
    On October 25th I placed an order on the company's website for a pair of pants. I promptly realized that I had ordered the wrong size. I immediately emailed the company's customer service and asked to cancel the order, if possible. To my pleasant surprise, the company replied the same day stating that they were able to "successfully cancel and refund my order". However, the order arrived a few days later and I saw that my credit card had in fact been charged so clearly my order was NOT successfully cancelled and refunded. I then attempted to initiate a return of the order on the company's website but was not able to as the returns page said it was "final sale". Yet, at no point while placing the order, or on the printed or email receipts for the order was there ANY information or disclaimer about the item ordered being final sale/non-returnable. I emailed the company's customer service to request their assistance in returning the order since it seems that it being marked "final sale" in the returns process must be an error (as this is not mentioned ANYWHERE else) and, to boot, I had been advised that the order had been "successfully cancelled" anyway. I still just want to return the order and receive a refund. This doesn't seem like it should be so difficult but despite having sent several emails to customer service, I have not received a reply.

    Business Response

    Date: 11/17/2022

    Consumer Response /* (2000, 7, 2022/11/14) */
    Hello,
    Thank you for your forum to register complaints. I would like to note that the company finally responded to my emails and has resolved the issue I reported. I would like to close this complaint. I tried using the link provided but it is not available.
    Thank you again,
    *******

  • Initial Complaint

    Date:08/22/2022

    Type:Delivery 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 purchased a denim ****** on 08/16/2022. No telephone number to contact. They do not respond.
    They say they shipped but fedex tracking number is showing label was created same status for over a week. I contacted fedex and they say seller did not ship and contact seller. I sent an email for further tracking info and if they did not ship I wanted to get my money back but they never respond me. They charged my credit card already.
    The fedex tracking number is XXXXXXXXXXXX that they gave me.
    They said they shipped my item but I do not see any update on my order. Fedex shows me the evidence. They do not follow
their own policies and customer service is non-existent. Awaiting resolution.

    Business Response

    Date: 09/08/2022

    Consumer Response /* (2000, 9, 2022/09/07) */
    The complaint was resolved. Thank you.

Frame is NOT a BBB Accredited Business.

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