This is by FAR the most unprofessional company I have EVER had to deal with in my WHOLE life, and I buy alot of things online!! The people who work for this company all seem to be complete idiots when it comes to knowing anything about their payment methods, or ANY information about their business period. I have ordered 4 custom frames from them (wish I didn't!) and it was the worst experience ever! I decided on paying for the frames with a money order. I went into the bank and paid the $10 for it ,shipped it out to them and waited for 2 weeks with NO confirmation if my payment had made it to them, or if they had shipped my order to me or not. So I ever no nicely sent them a e-mail with all my information asking them if they have received my payment yet or not. I waited 2 days for a response with a sentence reply saying "They do not accept electronic payments." I, again nicely wrote back and simply asked them what they were talking about, because I never made a electronic payment I sent them a money order and was just wondering if they have received it yet because It was going on 2 and a half weeks. The same man wrote back quicker this time simply continuing to tell me they will and can not accept electronic payments. I was then getting a little more infuriated, because he was not even acknowledging ANYTHING I was asking him. I replied to him saying that if they can not accept my money order, they need to send it back to me so I can refund the money I ALREADY PAID on it, and I got no response period. 2 days later after waiting and waiting they send me a e-mail on a Friday at 4:00 when they were minutes away from closing for the whole weekend that (and I quote) " Do not at this time know what is going on with my order, and they will look into it as soon as possible". I was PISSSSSSSSSSSSSED!!!! First thing Monday morning when they op end again, I called there and the women (Dee) I was talking to sounded like a complete idiot! She had NO idea what she was talking about, and was a complete waste of time to talk to! After arguing with her back and forth for a good half hour she asked me to forward to e-mails I've been sending back and forth with ken. So I did, and along with that I took a picture of the REPLICA receipt of the money order (which is non refundable) to show her a was not a idiot & I know what payment method I used. She called me back 3 hours later telling me she was talking with Ken and like he was telling me they can not accept electronic payments with my debit card! My blood was boiling then and I told her I needed to talking with a manager or owner of this so called company, and she told me she will call me back A.S.A.P with someone. I waited and waited and waited, 4 hours later I checked my e-mail and instead of calling me, she gets a "accountant of the company " to email me (how UNPROFESSIONAL) simply just saying "your issue has been resolved."......????? I wrote her back and just told her I was over and DONE with this, I told her how I just simply need my money order back so I can refund it. I got NO answer from her, so I called again with Dee. I told her what this "accountant" had said, and I wanted to know what the issue is that they had resolved. So she told me she would have to go talk with her, and call me back. She did and said my money order was mixed up in with their "bills" that is why they didn't receive it, and then told me my order would be shipped in 2 days, and should take 10 business days to get to me. No sorry no nothing from ANY of the idiots!! I'm not on 14 business days, and I've received nothing. I e-mailed them today and this is the response I get: We usually ship order going to canada once a week. Processing may take up to aweek prior to being shipped then 10-12 business days for shipping to mostlocations in canada. ups is the preferred shipping method because we can track your package. Ken ken@framesbymail.com ... and I wonder why they don't give the customer the tracking number??????? PLEASE PEOPLE DO NOT DEAL WITH THESE PEOPLE!!!!!!!!!!!!!!!!!!!

I purchased a double matted piece from them via their site. I gave them window dimensions of 11.5 by 7.5 - in fact the ONLY place to enter dimensions on their site if for the window size - that it is.The item arrived with the mats, the frame, the Plexiglass, and the foamboards all cut with OUTSIDE dimensions of 11.5 by 7.5!When I contacted them they stated (and this is a direct quote) "we can only rectify situations that we are unaware of"!!!!!They will only make the order right if I send their worthless pile of junk back at my expense and pay them a 20% restock fee!I am not sure if they are incompetent fools, crooks, or both.

My experience with Frames By Mail was similar to that of the previous reviewer's: items go AWOL and customer "service" is a joke.Shortly after Thanksgiving I ordered a non-custom frame as a gift. A week or so later I received a frame which was not at all what I ordered. They were quick and efficient about getting that wrong item back in their hands. I then waited weeks for my order to arrive. My emails and voice mails regarding my order were ignored and my phone calls were transferred into automated purgatory. When I was finally able to speak with a person, he revealed that they did not even have the frame I ordered. He promised to check up on it and call me right back, but never did. I have canceled the order and requested a refund, but can't imagine that getting my money back will be so easy.For purchasing standard frames, I'd have to recommend buying from or through Amazon. For custom framing, patronize a local frame shop or try Michael's if there's one in your area as they often publish coupons for framing and do a very nice job. Wherever you chose to shop, avoid Frames by Mail!

I do not recommend using Frames By Mail for any important projects. I called the company in advance to get an estimated delivery date for an order, and was told it would take 7-10 business days. I am currently expecting my first child, and have been putting together gifts for the soon-to-be grandparents, so 7-10 business days would put me right in the clear for getting them all done. I placed the order two weeks ago (August 29), and read within the order confirmation that it would 4-5 days for processing... which would leave 3-5 days for shipping (Missouri to Texas, it's feasible). AFTER I placed the order, I received a confirmation email saying it would be 8-10 days for processing, 10-14 days to actually RECEIVE the product. We are now on day 10 of the processing, and my order has yet to be shipped. I've tried contacting the company by phone and email, and get nothing in response. No explanation, no customer service, not even a drop of "sympathy" from the three people I've tried to get some assistance from.