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

Picture Framing Supplies

Custom Frame Solutions

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Picture Framing Supplies.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 4 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:05/30/2025

    Type:Service or Repair 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.
    4/29/25 purchase date. There has been so much correspondence between this frame company and me. They pussyfooted around for awhile after I told them to take accountability for the horrible product they sent and to stop blaming the shipping company for their workmanship errors, they came up with 3 options. I attached a pic of the one I chose. It is circled in red. After that, they vanished. I wrote 3 times after and nothing. That's when I decided to look them up and see if there were any problems with this company. I see there are 22 other complaints from customers about them! I'm an artist. I don't make much money. To lose this amount of money for something I will have to order from another company really disheartens me. I need the money to order another set of frames. I originally wanted all my money back because I couldn't believe what they sent out. I sent about 30 pics proving to them the lousy product they sent. Your form only excepts up to 5 MB. I can send if you like, but they won't load to this complaint. All 16 corners had issues. ****. didn't line up, smudges all over where you could tell they were handling it (those I could have wiped) but I didn't bother because there were so many other issues. A huge crack in one of the corners, and glue. I couldn't give these to a gallery. I'd be embarrassed. Even after I clearly said the glue is the shippers deal? No accountability would be taken. They have on their website it's easy to put them together, but I paid extra to have them do it. The other pic is them receiving the form and the list of all the images I took of the damage. I was going to give them a chance to make it right. This is horrible and I don't even want to send these back anymore because I don't trust them to make it right. I decided to do this formal complaint to see if you can help. Please help. If you need more photos or the email correspondence, I can definitely give you that.

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair 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 four frames. The glass has writing in them so you cant even use them as you can see it on frame. One frame doesnt stay together Ive emailed several times and they keep asking for more pictures. At this point I paid for useless stuff. I want my money back.

  • Initial Complaint

    Date:07/17/2024

    Type:Delivery 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.
    did not get all of my delivery

  • Initial Complaint

    Date:07/03/2024

    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 was signed up for a free year of their custom frame club in 2021. One year later it was renewed at $99 which I was fine with. By 2023, I was done with all of my framing needs and requested to be cancelled from the membership via email to ************************************************************* as they said to do. They did not cancel my membership and it renewed again. I have since requested 4 more times without response. It also says you can cancel by phone at **************, however they don't answer their phone calls and it goes to a voicemail where you cannot leave a message. I contacted my bank and said to never allow any charges from this company again for anything because I'm certainly not ordering anything more from them. Unfortunately, now in 2024, my bank allowed another $99 charge through, so now I am in dispute with that. I just want this company out of my life forever.

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair 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 something.it arrived very late. They sent the wrong size. I contacted them and they wanted picture of the clear acrylic with a tape measure . I have sent pictures twice. They claim the pictures arent acceptable. I am trying photo a clear acrylic piece and it is too big by less than 1/2 an inch so it is challenging. I have asked for the correct order or a refund and they will not back their product. It is impossible to reach a human. Only email.

  • Initial Complaint

    Date:01/31/2024

    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 3 wood frames from this business on September 1, 2023 (Order #******). The frames came with missing pieces and two of the frames were broken (and another one subsequently broke after assembly). I submitted a charge dispute to my credit card company because the company was unresponsive. The company finally responded and offered a partial refund ($129.60), but advised me to drop the dispute in order to receive the refund. I dropped the dispute on October 12th as per their request. However, the company never actually processed the refund. And I have reached out to them on multiple occasions with no response. I would like to have my refund processed and am seeking help from the BBB to resolve the matter. I am attaching documentation proving that the company was supposed to refund me.

  • Initial Complaint

    Date:10/31/2023

    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 ordered a custon 20x30 white ash frame with a 1/2" rabit. Afterwards I realized the rabit was the wrong size. I needed 3/4" So I followed there instructions and sent an email to [email protected] and [email protected]. I have sent them 4 emails and have not gotten a response, so now I'm reaching out to you

  • Initial Complaint

    Date:09/12/2023

    Type:Billing 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.
    During 2020, their services got backed up badly due to pandemic closures of their facilities. As a "sorry for the delay" they offered "free" membership to their frame club which offers deep discounts on their frames. After one year, they charged $99 for the next year. That's on me for not remembering to cancel. I requested to cancel on April 3. They again charged my credit card $99 again in June. I have since requested cancellation and confirmation of the cancellation two more times with no response. Now it is September and still not resolved.

  • Initial Complaint

    Date:07/27/2023

    Type:Delivery 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 purchased a frame from custom frame solutions in June 2023. The frame came and aside from it not being what I ordered it is a piece of garbage. I thought I was getting a good deal paying $70 but I could snap this thing with my own hands. It is flimsy, poor quality and the frames are not as pictured on the website. The website states that orders are eligible for returns however I have emailed the company 3-4 times with no response and when calling the phone number it just refers you back to the email address. This company scams you out of your money and then ensures to not respond to any calls/emails in hopes that you will forget about it or not bother. Business should be shut down to stop stealing peoples money.

  • Initial Complaint

    Date:07/06/2023

    Type:Service or Repair 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.
    Purchased 2 frames in early December 2022. When they did not arrive in time for the holidays, I contacted the seller to cancel but received no response. When I received pieces of wood, instead of picture frames in late January, I repeated emailed the seller to return, or obtain the missing pieces--glass, backing, hanging apparatus, No response. I contacted my credit card company to dispute the charge. They found in favor of me and reversed the charge. I again contacted the seller to return the pieces of wood. No response. After weeks of sitting on my counter, I contacted my credit card company and was advised to dispose of the wood. I again tried to email the seller. No response. After months, I finally disposed of the items. Now 6 months later, they contact me to return the wood or pay, or they will report me to a credit agency. I attempted on several occasions to obtain a paid address label to return the wood, but no response.

Custom Frame Solutions is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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.