Sendaframe.com

This company does not honor the policies or "guarantees" stated on their website and their customer service is horrible to boot. Their website states they will meet or even beat the price for any frame they sell if you can link to a store that has a lower price. You are supposed to submit a price match request to them and they "guarantee" they will reply back within 60 minutes maximum during business hours. I send in a request during business hours, then more than an hour passed with no reply. I went to their live chat customer service to ask how much longer it was going to take and why they bother "guaranteeing" something specific if they don't actually plan on doing it. I was connected to a service rep named Donna who was rude and clueless. Donna kept claiming that for the price match to be done, the frame had to be listed as "in stock" on the competitor's site, and she claimed this was stated on Sendaframe's policy page. Their policy page says absolutely nothing about the item needing to be listed as "in stock" - the words "in stock" are not even written anywhere on the whole page! I called the rep out on this and she kept insisting I was wrong, even though their own website is direct proof showing I was right. Rather than being polite and trying to make things right so they could get my business, the rep kept being horribly rude and insisting over and over again that I was wrong. I have never experienced customer service this bad in my life. All this over a $6 discount. What kind of pathetic company needs to fight with a customer over $6? Kudos to that service rep on not only losing the sale, but making sure I never buy from here at all, and tell everyone else to stay away too.

I purchased frames and of them arrived with manufacturer defects (nothing visible to the eye before they were shippedIt was under the packaging of the manufacturer)Sendaframe.com was so easy to work withThey said they would mail me replacements and they would arrive within days which was incredibly fast in my opinionI really didn't expect that considering last time I ordered a frame from a different vendor they had me return it and pay for the shipping and I had to wait to get reimbursed for the shippingSendaframe.com is not only sending me the replacements for the defective frames, but when I asked what I should do with the defective frames they told me I could donate them to a charity of my choiceHow amazing is that? I have never had the pleasure of being told I could donate something defective versus mailing it back (assuming companies send to manufacturer to try and get compensated back for the issue)I am so impressed and so touched with their approach - they are not only good to their customers but to the community because I'm able to give these frames that otherwise would get thrown out to charityWay to go Sendaframe.com!! I can't wait for my next photo project in the house so I can order more from you!!

I feel robbedThat's apparently the risk you take buying from sendaframe.comI'll spare you the details, but I don't recommend ordering from them if you expect to be able to return an item they falsely advertise without it costing you almost as much as the itemThis company was given every opportunity to make me a happy customer before I wrote this

Complaint: [redacted] I am rejecting this response because: The item was not what I was expectingI needed a presentation book regardless of if it was the correct size or not for the following monday, which is why I wanted to make use of the book, despite the confusing information on your websiteHowever, it being the incorrect size is besides the pointUpon opening the book, I discovered some of the pages were scoffedI also noticed the clear film was wavyAs though it had been stored in a hot warehouse or something(These sorts of books have to be stored in temperature control in order to remain in good conditionIf they get too hot the plastic sleeves will become wavy)Also, some of the pages were caught in the bindingAdditionally, the book did not lay flat when openingVery very strangeA professional presentation can not be made defective merchandiseWhen I informed your 'customer service' rep of this (the same day it arrived, which was the same day I returned it) they accused me of damaging this intentionally prior to them even receiving it back (see transcript of conversation attached)I returned it the same day I received itThe 'customer service rep' was less than helpful, was condescending, accusative, unprofessional, and declined to accept future chatbox correspondence by me (but would take so under the name of my Husband, whom had his credit card charged for this purpose) This company has a history of treating its customers poorly whom try to return merchandise, defective or notI believe they rely on customers purchasing insurance on the items they return (as stated in their policy) to avoid being responsible for returns, or for selling faulty merchandise, so they can later defraud the post officeThe item certainly was not abused by myselfI could had easily sold the merchandise to an associate of mine if it weren't defective and saved myself the time, trouble, and money of sending it backAny reputable business would not charge for shipping of faulty merchandise to or from their customersAny good business knows that good customer service is the best way to goNot receiving what I expected is already disappointingReceiving a defective piece of merchandise is worseProviding horrible and accusatory 'customer service' is a good way to not only lose repeat business, but to lose future customers, because word spreads when they have negative experiences I tried calling the phone number their 'customer service' provided, and it only goes to a voicemailNo one answersCould not reach anyone Here are examples of many other customers who experienced issues with their horrible 'customer service' rep whom also had issues with faulty merchandise, and/or whom also tried to facilitate returns http://www.yelp.com/biz/send-a-frame-inc-carlstadt http://www.resellerratings.com/store/Send_A_Frame Consistent faulty merchandise, poor customer service, and jerks customers around for returns I want a refund of all shipping charges, both to and backSeems only fair since I have not only received defective merchandise sent to me that I had to send back, but horrible 'customer service.'

Thank you for your patience while I pulled together the facts on this, and spoke to my customer service manager to verify This customer's story is all true, except he is leaving out important facts: 1) we offer completely free replacements - no questions asked - for any item receive damaged or defective We offered this to our important customer Mr***, and he declined - saying that he didn't trust he would receive a perfect piece 2) He purchased pieces and says that he is happy with of them So we haven't any idea why he would question a replacement of the 4th He does not offer any reason Customers may return anything they like - without ANY question We have provided Mr [redacted] with the return instructions to make an authorized return Mr [redacted] received free shipping of his order When he returned his item in April, we refunded him immediately the $for his item Received back 4/- refunded 4/as a cash refund to his original card We do not pay return shipping charges for pieces that customer just don't want This appears to only be a situation where a customer ordered too many - and just didn't want part of the order Thank you very much or your help with this customer - and all that you do for us! SendAFrame

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I was just helped by Barbara in Customer Service and she was a great help to me She really went the extra mile I will definitely do business with them again

Thank you for your communication
In checking, I see that we are still waiting for exactly as the "chat dialogue" that customer so nicely copy/pasted here - a return of the order for a full refund
As you can see, we immediately our completely free replacement of items customer wasn't happy with
As dialogue shows, it was being packed day after communicating with customer
He asked - again as dialogue shows - that he would rather make a return and have a full refund
As soon as we receive the return, we will make a full refund of all monies he paid us, including all shipping charges that he paid us
Does customer have a tracking # for the return?
I think not, as I'm guessing that it has not been shipped (my department has emailed him 3x now as a "reminder" that the case is still open)
But if our records are wrong, please do forward that tracking information I promise that we will GLADLY issue the full refund within 1-hours or being informed
However, no refund is going to be made for items customer "just doesn't like", didn't want replacement (if defective) - and doesn't return
Dear Revdex.com - anything not "fair" here?
Thank you very much for your help on this
*** ***
SendAFrame

Quick background - this customer purchased an album that is very completely described and pictured
In first chats with our customer service people, where she indicated she received the wrong item - she said that she didn't think the picture was correct because "websites often have the wrong
pictures."
Also, doesn't seem to know what "landscape" and "portrait" orientation of an album means
She insisted that we shipped incorrect item (became clear we didn't) and was outraged that we wouldn't ship a replacement (there isn't any) via FedEX overnight air for free
We wouldn't - we said we would treat this as a return of an item "customer just doesn't like"
Then customer came back, days after the initial "pounding" of our customer service agents, (and well beyond her "must have deadline"), using different name(s)
She now said that she tried to use the "wrong item" for her needs, but found that the item was defective (it isn't - they don't go defective)
We continued that this was going to be a return as "customer remorse" - but if found to be defective, we would gladly send a completely free replacement
Customer did return - and upon an immediately, easy inspection, it was crystal clear that customer had forced objects of some type into the plastic sleeves, ripping them and distorting their appearance
Pretty outrageous behavior with clear intent to "teach us a lesson"
Despite this, we issued a full refund of the customer's order immediately upon receipt, less the exact cost of the shipping
Exactly as we do for a properly received return
However, consumer is looking for more than that
It is also pretty apparent that consumer is upset that she added in her original order an $item that she really didn't want, but that put her a few pennies over our free shipping promotion To return it cost her money that she then didn't want to pay as well (its size is not in line with the low cost - it is large).
We have a full record of the dealings with this customer over several chat sessions - as .pdfs
They are all 3rd party monitored transcripts of the conversations, unedited
However, the language of the consumer is extremely crude and foul
Is it ok to upload this to the Revdex.com as part of the review?
They aren't our words; they are hers
I think anyone reading it would find it offensive - but we would certainly like it to be reviewed to get the full "flavor" of this customer's persona
We also have photos of the product as returned
P

Complaint: ***
I am rejecting this response because: This seller continues to give significantly delayed responses and to dodge many the issues and questions I have raised I had to contact the seller three times to get one response on my refund If I had not been so diligent in getting after them, they would have shipped another package to me against my wishes three days after I had sent an email asking them not to (I never received a response to the email) In response to their most recent message, I have no interest in doing business with someone who does such a poor job of shipping their product What reason do I have to believe that a new replacement product will arrive in any different condition than the first?
Also, I was promised a full refund in my online interaction with this company's customer satisfaction department Here is a copy of the transcript:
"Chat TranscriptVisitor:***:1-Jul-2:40:PMFinished:1-Jul-2:51:PM
2:40:PM: ***:
***
2:40:PM: ***:
#***
2:40:PM: ***:
No
2:40:PM: ***:
I have discovered that more of my frames are broken I sent an email requesting to simply cancel the order and I received a response stating that three items will be replaced I would like to return all six for a refund and have nothing replaced
2:40:PM:Welcome ***! Your request has been directed to the Customer Service departmentPlease wait for our operator to answer your call
2:40:PM:Call accepted by operator ***Currently in service area: ***, ***
2:41:PM: ***:
hi there!
2:41:PM: ***:
reading
2:41:PM: ***:
ok - - sure
2:41:PM: ***:
checking
2:41:PM: ***:
ok - got it
2:41:PM: ***:
yes - this free replacement order is in our packing dept to go out today
2:42:PM: ***:
you would like it cancelled?
2:42:PM: ***:
I have discovered that at least one more is broken I'd simply like to cancel the order and return the frames for a full refund
2:42:PM: ***:
the actual replacement order # is *** (for reference)
2:42:PM: ***:
sure thing
2:42:PM: ***:
one moment
2:43:PM: ***:
let me get that cancelled before it goes out
2:44:PM: ***:
ok - - done
2:44:PM: ***:
it was pulled out of shipping
2:44:PM: ***:
wheewww
2:44:PM: ***:
ok - - let me setup that return for you
2:44:PM: ***:
one moment please
2:45:PM: ***:
Ok - thank you for your patience!
2:45:PM: ***:
I have messaged my returns center - they will have an e-mail with Authorization code and complete instructions to you in about 4-minutes
2:45:PM: ***:
Please check your email IN-box and follow the diretions they send you
2:46:PM: ***:
directions - sorry
2:46:PM: ***:
Beautiful Thank you
2:46:PM: ***:
my pleasure
2:46:PM: ***:
so glad I could catch this
2:46:PM: ***:
Will the returns department already have notice that the order was damaged?
2:47:PM: ***:
they will see on notes - sure
2:47:PM: ***:
i'm putting it through as a full refund to you
2:47:PM: ***:
Thank you!
Regards,
** ***"

Horrible companyI ordered several framesThey say they will ship in 3-daysSO NOT TRUE!!! They held my entire shipment because they couldn't produce a quality product- oh and no company rep called to let me know my items wouldn't ship in the expected timeAfter waiting days past the time I should have recieved the product, I called the companyWhat terrible customer service! Eventually they shipped my itemsThough one was a gift that was late because they postponed shipment, and the the company rep said it would be here on a specific day and it was another day late!!! Ruined my gift! Oh, and the company won't issue a refund until I have to pay return shippingWith all the mishaps, the least this company could have done is pay return shipping and refund my purchase for what is now a useless gift I won't be paying such a shoty company for anythingThe companies"trafficking manager" has be totally unhelpfulSo now I have to file a complaint to my credit card companyDo yourself a favor and never order anything from this company! I'll spread the word through every social media siteSendaframe doesn't deserve your business

Hello there - - it has been on my mind that I didn't forward copies of conversations that customer had with our service associates in our Carlstadt center.
I am attaching to this message 2 of the transcripts of conversations with my service ladies so you might get a glimpse of the:
1) complete disregard of the customer to the fact that she just didn't select a correct
2) That customer did not show any problem with the quality of the item - and had examined it in excruciating exact detail.  It was only when she FORCED it to fit her specifications (her words) that it suddenly became defective and poor quality.
3) The tone of this woman who just wants what she wants - without any regard to fairness, civility, and manners.
There are additional chats - where she just kept POUNDING on them with threats - etc.
We have already issued as much refund as we are willing, or obligated to give. She has gotten a complete refund of the value of this item - even though it was returned to us in completely destroyed condition.  Everyday we get customers who thank us for the ease in which we processed similar refunds. This customer made an error in ordering.   We will not, and are not obligated further than the cost of her item - less shipping costs - give any further monies to this abusive customer.  We do this even at the risk of a ratings "hit" with the Revdex.com which we greatly value,
Please see attachments - but please do not post if you can help it - to the general public viewing - as we would not like our name associated in searches with this type of dialogue.
Thank you.

I purchased 4 frames and 2 of them arrived with manufacturer defects (nothing visible to the eye before they were shipped. It was under the packaging of the manufacturer). Sendaframe.com was so easy to work with. They said they would mail me 2 replacements and they would arrive within 2 days which was incredibly fast in my opinion. I really didn't expect that considering last time I ordered a frame from a different vendor they had me return it and pay for the shipping and I had to wait to get reimbursed for the shipping. Sendaframe.com is not only sending me the replacements for the defective frames, but when I asked what I should do with the defective frames they told me I could donate them to a charity of my choice. How amazing is that? I have never had the pleasure of being told I could donate something defective versus mailing it back (assuming companies send to manufacturer to try and get compensated back for the issue). I am so impressed and so touched with their approach - they are not only good to their customers but to the community because I'm able to give these 2 frames that otherwise would get thrown out to charity. Way to go Sendaframe.com!! I can't wait for my next photo project in the house so I can order more from you!!

I'm not sure which part of this order I'm supposed to send back, the broken glass all over my kitchen floor or the frames with busted corners and jagged metal edges.  There is absolutely no point in my sending this order back.  The vast majority of it is useless.  I will have to throw away one of the frames for sure and all six pieces of glass (the ones that didn't appear broken have chips and splinters off of them that fell out all over the floor when I took the plastic off.  I suspect that one or two more of the frames will also be useless.  I am willing to compromise.  I will accept a 50% refund so I can buy plexi and backing from another company and try to salvage 3-5 five of the six frames.  
Regards,
[redacted]

Good morning -- I greatly apologize - and don't know how this fell through the cracks
We will be shipping you 12 free replacements 11x14 books in the next business day.
The free replacement order is # 888-273516 (for reference).
Please expect delivery next...

week via FedEX.
I'm also looking into why this was not addressed earlier.
Returns, damages, replacements are all part of our business.  Especially because we deal in items that are glass (though not in this case).
Thank you for your patience while I correct this lapse of item quality and service.

Complaint: [redacted]
I am rejecting this response because:
The item was not what I was expecting. I needed a presentation book regardless of if it was the correct size or not for the following monday, which is why I wanted to make use of the book, despite the confusing information on your website. However, it being the incorrect size is besides the point. Upon opening the book, I discovered some of the pages were scoffed. I also noticed the clear film was wavy. As though it had been stored in a hot warehouse or something. (These sorts of books have to be stored in temperature control in order to remain in good condition. If they get too hot the plastic sleeves will become wavy). Also, some of the pages were caught in the binding. Additionally, the book did not lay flat when opening. Very very strange. A professional presentation can not be made defective merchandise. When I informed your 'customer service' rep of this (the same day it arrived, which was the same day I returned it) they accused me of damaging this intentionally prior to them even receiving it back (see transcript of conversation attached). I returned it the same day I received it. The 'customer service rep' was less than helpful, was condescending, accusative, unprofessional, and declined to accept future chatbox correspondence by me (but would take so under the name of my Husband, whom had his credit card charged for this purpose) . This company has a history of treating its customers poorly whom try to return merchandise, defective or not. I believe they rely on customers purchasing insurance on the items they return (as stated in their policy) to avoid being responsible for returns, or for selling faulty merchandise, so they can later defraud the post office. The item certainly was not abused by myself. I could had easily sold the merchandise to an associate of mine if it weren't defective and saved myself the time, trouble, and money of sending it back. Any reputable business would not charge for shipping of faulty merchandise to or from their customers. Any good business knows that good customer service is the best way to go. Not receiving what I expected is already disappointing. Receiving a defective piece of merchandise is worse. Providing horrible and accusatory 'customer service' is a good way to not only lose repeat business, but to lose future customers, because word spreads when they have negative experiences. 
I tried calling the phone number their 'customer service' provided, and it only goes to a voicemail. No one answers. Could not reach anyone. 
Here are examples of many other customers who experienced issues with their horrible 'customer service' rep whom also had issues with faulty merchandise, and/or whom also tried to facilitate returns
http://www.yelp.com/biz/send-a-frame-inc-carlstadt
http://www.resellerratings.com/store/Send_A_Frame
Consistent faulty merchandise, poor customer service, and jerks customers around for returns. 
I want a refund of all shipping charges, both to and back. Seems only fair since I have not only received defective merchandise sent to me that I had to send back, but horrible 'customer service.'

Very bad customer service. Received defective items and I have to pay for the return shipping label to send back the defective items for refund. Contacted customer service couple times and they don't reply my emails anymore.

Thank you for your patience while I pulled together the facts on this, and spoke to my customer service manager to verify.   This customer's story is all true, except he is leaving out 2 important facts:   1) we offer completely free replacements - no...

questions asked - for any item receive damaged or defective.  We offered this to our important customer Mr. [redacted], and he declined - saying that he didn't trust he would receive a perfect piece.   2) He purchased 4 pieces and says that he is happy with 3 of them.  So we haven't any idea why he would question a replacement of the 4th.  He does not offer any reason.   Customers may return anything they like - without ANY question.  We have provided Mr. [redacted] with the return instructions to make an authorized return.   Mr. [redacted] received free shipping of his order.  When he returned his item in April, we refunded him immediately the $39.50 for his item.  Received back 4/14 - refunded 4/14 as a cash refund to his original card.   We do not pay return shipping charges for pieces that customer just don't want.  This appears to only be a situation where a customer ordered too many - and just didn't want part of the order.   Thank you very much or your help with this customer - and all that you do for us!     SendAFrame

as sent to customer today.
Please note that we had originally prepared a completely free replacement (no need to return) for customer.
However, he followed up with us that he had changed his mind and just wanted to return for a refund.
(this sure doesn't seem to...

be an issue for a Revdex.com claim, but .... whatever....!)
Thank you - - 
[redacted]
SendAFrame
On Fri, Jul 4, 2014 at 11:30 AM, <[redacted]> wrote:
Good morning Mr. [redacted] ~
A copy of the original Return Authorizaton and Instructions follows, for your reference.
The instructions were sent to you 3 days ago, within minutes of your e-chat with my service rep.
The encryption code on the bottom of the message is for the tracking and maintenance of all our company correspondence.  On my system, it shows confirmed delivery to the "[redacted]" server within seconds of sending.  After that of course, we aren't able to know what actually happened to it (spam, trash?)
I would appreciate it if, when you check your SPAM or TRASH and find the original of this message, you please contact the Revdex.com to confirm that this was immediately sent to you upon your request and that you misplaced it.  This will save me some time in filling-out their forms with backup. Thank you very much for your help.
Best regards, 
[redacted]
customer service manager
---------- Forwarded message ----------
From: <[redacted]>
Date: Tue, Jul 1, 2014 at 2:50 PM
Subject: Your SendAFrame order #[redacted] - Return Instructions & Authorization #
To: [redacted]
Dear Mr. [redacted] - thank you for your e-call to our customer service center and the ability to assist you.
We're certainly sorry that these pieces have caused problems. Photos of the damage and packaging can enable us to replace pieces free of charge and hassle (usually no need to return!), but we can certainly accommodate a return for refund as you are requesting.
Please return the problem order, using any method that gives you a tracking type receipt (in-case of loss) to:
Send A Frame, Inc.
Returns Dept - RA#[redacted] (easy to read on outside of box)
[redacted]
Upon receipt, we will process your return and issue your full refund, including your original ship charge, to your original payment method within 5 business days.
Again, I'm very sorry for any inconvenience,
Your satisfaction is very important to me and my service team of SendAFrame family members.
Thank you for shopping SendAFrame.
[redacted]
customer service
Questions?
For immediate assistance, please visit our LIVE HELP desk throughout
the business day on any page of SendAFrame.com

I feel robbed. That's apparently the risk you take buying from sendaframe.com. I'll spare you the details, but I don't recommend ordering from them if you expect to be able to return an item they falsely advertise without it costing you almost as much as the item.
This company was given every opportunity to make me a happy customer before I wrote this.