We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Custom Framing

Art To Frames Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 5 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/27/2025

    Type:Product 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.
    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 and the matter has been resolved.

    Sincerely,

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



     

    Business Response

    Date: 04/27/2025

    As can be seen from the screenshot attached or viewed with link ************************************************* as well, we did ship the order and it did encounter a delay in shipping. We are very sorry and have fully refunded your order at this time

  • Initial Complaint

    Date:12/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    The company did not post their return policy on ****** and nowhere on their website does it mention that the customer is responsible for return shipping. 

    In this case, the company needs to take responsibility for their products and stop acting like a shady online seller. My threats of negative reviews are not threats. They are truthful and accurate and the company knows this.

     

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 12/26/2024

    As per our return policy, the customer can return the item and will be refunded for the full order minus the shipping costs, both ways.
    that is our return policy. 

    The customer did note that they "no longer wanted the item". as such, this is an issue on their side and they need to take responsibility for that. 
    While we understand that return shipping can sometimes cost a lot more than the item itself when shipped back and because the customer reached out for an alternative, we offered one. They can keep the product and try to find a different use for it, and we would offer a partial refund as a courtesy. If this courtesy policy does not work for them, then they can return the item for a full refund minus shipping costs both ways as per our policy. 

    on top of this, the customer started to threaten us with negative feedback which they clearly just started with here. Threatening with negative feedback is never a way to request help. As this is an order that was processed on ******, the return needs to go through amazon.  

    Business Response

    Date: 01/02/2025

    This is not our return policy. We merely sell our items on the Amazon platform and have to abide by their rules. The return policy, is Amazons', and when you click on the link from your Amazon order page they do list their full policy that we are beholden to. We offered the options available to us prior and would again encourage you to revisit those.

  • Initial Complaint

    Date:09/12/2024

    Type:Product 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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and the matter has been resolved.

    Sincerely,

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



     

    ested by customer service. My original order confirmation that shows this total is attached as well. As a consumer, I do not have the bandwidth or energy to follow up with this company any further, but would like a full refund at this point or simply a matching frame as ordered.

    Business Response

    Date: 09/12/2024

    We sincerely apologize fo **** the inconvenience and we did try our best to satisfy the customers needs, a full refund was issued as well 3 frames were kept by the customer. 

  • Initial Complaint

    Date:05/02/2024

    Type:Service or Repair 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.

    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 and the matter has been resolved.

    Sincerely,

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

     

     



     


    Business Response

    Date: 05/03/2024

    We have removed your phone from the *** list, that being said if you had responded stop it would have done that for you as well.

  • Initial Complaint

    Date:04/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 am also getting text messages 2 to 3 times a week every week for the last three months. I keep replying that I dont want them anymore. Please stop. By law, youre supposed to stop soliciting if you have been asked to stop. Your text messages are excessive and against privacy laws.

    Business Response

    Date: 04/17/2024

    We are very sorry about this, we are working on it with our service provider and we will have it corrected in short order. Please forgive us for the annoyance.

  • Initial Complaint

    Date:02/16/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Recent I have been constantly spammed with text messages from these guys with offers and discounts and whatnot. I havent even done business with them since, I think 2018. I tried to log into my account to stop it, but the unsubscribe for 'number' button just says my number isn't subscribed. I also tried to message them through their site, but its so buggy that my message failed to send twice...I don't know what brilliant mind at arttoframe thought this was a good idea, but Spamming long ago served customers relentlessly isn't the best way to convince them to shop with you again.I'd like them to delete all of my personal information, delete my account, and cease all contact with me.

    Business Response

    Date: 02/16/2024

    We sincerely apologize, and we have removed you from our contact lists and you should not receive any communication going forward.

  • Initial Complaint

    Date:11/27/2023

    Type:Service or Repair 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.
    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 and the matter has been resolved.

    Sincerely,

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



     

    Business Response

    Date: 11/28/2023

    HI ******

    I do apologize for any inconvenience

    Under your account settings you do have the option to unsubscribe from receiving any texts or emails 

    I have removed your contact from the mailing list. And you should no longer receive any messages . 


    kind Regards

     

Art To Frames Inc. is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.