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Business Profile

Custom Framing

Custom Picture Framing

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Custom Framing.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 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:07/03/2025

    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.
    In March 2025, I dropped off a personal item at Custom Picture Framing ****** ******* **** ********* **) to be professionally framed. The item is a piece of parchment paper with soft pretzel outlines — a deeply sentimental piece connected to a personal memory from my pregnancy. It holds immense emotional value, and I entrusted the business to handle it with care.

    Since then, I have received no updates on the status of the framing. The business posted on its website that it would be temporarily closed for renovations, with plans to reopen in June 2025. It is now July, and I have sent multiple texts to the listed number with no response. The voicemail is full, and there are no updates on the storefront or social media. I have no way of knowing whether my item is safe or retrievable.

    At this point, I no longer wish for the framing to be completed — I simply want my item returned. I would be happy to arrange pickup at any time, but I have received no communication despite my attempts.

    ?

    Desired Resolution:

    I am asking for:
    • The immediate return of my personal item — the parchment paper with pretzel outlines — by July 31, 2025.
    • A clear point of contact and/or instructions for how to retrieve it if the business remains closed.

    If I do not receive a response, I will be forced to consider next steps including small claims court or reporting the matter as a loss of property.

    Business Response

    Date: 07/10/2025

    Response taken over the phone by BBB staff **

    Business states he met with the customer and was able to return her items.  She is happy at this time.

    Customer Answer

    Date: 07/11/2025

    [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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 



    Regards,



    **** ****




  • Initial Complaint

    Date:06/13/2025

    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.
    Early March, I visited ***** ******** at Custom Framing in Lakewood seeking a service that could frame a compass tool kit and a slide rule into a shadow box as a gift.
    We discussed how the shadow box could be developed. He said he could do the job but it would take time. He would have to wire each compass tool to prevent falling out of the display. I said I needed it early to mid-June.
    I selected the frame on 3/22, discussed final plans with go-ahead.
    • May 6, I texted ***** for an ETA on pickup. He texted "I’m getting back to orders finally after the baby. I’ll be on it and will get to it between this and next week.”
    • May 17, I texted ***** again for an ETA for pickup. He replied “I finally feel like I’m getting back to a regular schedule. It’s on my pile for next week. Would a pick-up on the 28th work?” I agreed to pick up my order around 6pm.
    • May 27, I received text “I need to push back the date. It is taking me a lot longer than expected. I appreciate your understanding.” I asked when do you expect to finish it? No reply.
    • May 28, I texted *****: “*****, I need to know when you expect the new finish date is. The frame is supposed to be delivered in person in early June. Not answering my prior question is highly unprofessional.” His reply was unhinged. “Look, I’ll do it as soon as I can. I need a few days. I honestly don’t even care to get paid. I’ll do it bc I want to see the project come to life. I’m not dodging you. My life is in hell, and I’m trying to keep afloat right now.”
    • I waited a week to give more time. On June 4, I texted ***** at 2:45pm asking if any progress was made and need it in a week. No reply.
    June 11, I went on his website and saw this:
    **************************************** I drove to his shop on Madison to speak in person. His shop doors are closed with a similar note taped to the front door.
    Given this trouble, I want to pick up the compass tool kit and slide rule and find someone else who can do this.

    Business Response

    Date: 07/09/2025

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

    Business states he had a medical emergency and was unable to respond to customers during this time.  Business has advised they met with the customer yesterday and the issue is resolved.

    Customer Answer

    Date: 07/09/2025

    [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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 



    Regards,



    *** *******




Custom Picture Framing is NOT a BBB Accredited Business.

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