Sendaframe.com

Horrible company. I ordered several frames. They say they will ship in 3-5 days. SO 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 time. After waiting days past the time I should have recieved the product, I called the company. What terrible customer service! Eventually they shipped my items. Though 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 shipping. With 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 anything. The companies"trafficking manager" has be totally unhelpful. So now I have to file a complaint to my credit card company. Do yourself a favor and never order anything from this company! I'll spread the word through every social media site. Sendaframe doesn't deserve your business.

Review: Order #[redacted]. I would like to speak with you regarding the less than full refund of my husbands credit card received for this defective merchandise. Not only was the description on your website confusing (therefore what arrived is not what I was expecting), but the item itself was defective. The pages were wobbly, did not lay flat, and were scratched. The pages were also caught in the binding. I paid $15 to return your defective merchandise, and was charged again for the sending (to me) of this merchandise. When I told this to your 'customer service' I was then accused of purposely abusing this merchandise, prior to it even being received by your returns department (which I have records of).

Desired Outcome/Settlement

Your 'customer service' person is unethical, and has no business in said 'role.'Desired Settlement: Refund of full amount charged plus refund of shipping charges incurred. Order was $39.50. Refund was only $26.07. You owe $13.43 + $15.10 (my shipping defective product back) = $28.53.

Business

Response:

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 normal 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 $8.00 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

Consumer

Response:

Review: [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.'

Business

Response:

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.

Review: We have done a lot of business with Send A Frame, and wish to continue to do so. We received a few items that were damaged. We looked up their return policy and followed it by contacting them within the said time frame. We contacted them five times with no response what so ever. To make the situation more frustrating, we need to use them as a resource and they responded within a few hours. We thought since we had their attention we would readdress the problem of the damaged items we received. Since we have received more damaged items.Desired Settlement: We would like to send the items back for a refund or exchange/replacements. We have 12 Itoya Evolution Portfolios, 11x14, with cracked spines. Thank you.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased six 11 x 17 picture frames on this site. My order number is [redacted]. The items arrived severely damaged. The glass was smashed on three of the frames and I discovered that another was smashed apart at the corner. The items were very poorly packaged with no cushion between the frames. I reported this to the customer service department and they informed me that they were replacing the frames. I sent another email asking for a return shipping label so that I could return the items for a refund. I received no response. I contacted the online customer service center again. I was informed that my order had been cancelled and that I would receive instructions on how to return the items. I was also informed that I would receive a full refund. I have waited several days and have seen no refund and no instructions on how to send the damaged items back. I am very unhappy with this transaction. Very little care was taken to get me my items safely and the company seems to be ignoring me. I want my money back. I have no desire to do business with this company again. (Please note that I have a copy of the most recent online customer service interaction that I had with the company in which I am promised a full refund.)Desired Settlement: I want a full refund of my money.

Business

Response:

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 - -

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,

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)

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.

customer service

Questions?

For immediate assistance, please visit our LIVE HELP desk throughout

the business day on any page of SendAFrame.com

Consumer

Response:

Review: [redacted]

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:[redacted]:1-Jul-2014 2:40:48 PMFinished:1-Jul-2014 2:51:51 PM

2:40:48 PM: [redacted]:

[redacted]

2:40:48 PM: [redacted]:

#[redacted]

2:40:48 PM: [redacted]:

No

2:40:48 PM: [redacted]:

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.

2:40:48 PM:Welcome [redacted]! Your request has been directed to the Customer Service department. Please wait for our operator to answer your call.

2:40:53 PM:Call accepted by operator [redacted]. Currently in service area: [redacted], [redacted].

2:41:04 PM: [redacted]:

hi there!

2:41:06 PM: [redacted]:

reading...

2:41:12 PM: [redacted]:

ok - - sure

2:41:26 PM: [redacted]:

checking

2:41:46 PM: [redacted]:

ok - got it

2:41:59 PM: [redacted]:

yes - this free replacement order is in our packing dept to go out today

2:42:04 PM: [redacted]:

you would like it cancelled?

2:42:43 PM: [redacted]:

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.

2:42:45 PM: [redacted]:

the actual replacement order # is [redacted] (for reference)

2:42:52 PM: [redacted]:

sure thing

2:42:53 PM: [redacted]:

one moment

2:43:01 PM: [redacted]:

let me get that cancelled before it goes out

2:44:42 PM: [redacted]:

ok - - done

2:44:47 PM: [redacted]:

it was pulled out of shipping

2:44:50 PM: [redacted]:

wheewww

2:44:56 PM: [redacted]:

ok - - let me setup that return for you

2:44:58 PM: [redacted]:

one moment please

2:45:41 PM: [redacted]:

Ok - thank you for your patience!

2:45:51 PM: [redacted]:

I have messaged my returns center - they will have an e-mail with Authorization code and complete instructions to you in about 4-5 minutes

2:45:58 PM: [redacted]:

Please check your email IN-box and follow the diretions they send you

2:46:04 PM: [redacted]:

directions - sorry

2:46:18 PM: [redacted]:

Beautiful. Thank you.

2:46:24 PM: [redacted]:

my pleasure

2:46:28 PM: [redacted]:

so glad I could catch this

2:46:58 PM: [redacted]:

Will the returns department already have notice that the order was damaged?

2:47:16 PM: [redacted]:

they will see on notes - sure

2:47:29 PM: [redacted]:

i'm putting it through as a full refund to you

2:47:38 PM: [redacted]:

Thank you!

Regards,

[redacted]"

Business

Response:

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 1 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 1-2 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

Consumer

Response:

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,

Review: I ordered four frames from Send A Frame and one of them has imperfections. I emailed the business to let them know that I am dissatisfied with the product and would like a refund or replacement with another product, because the material used for the product I received is faulty and there is a good chance that the replacement will have the same imperfections.

They emailed a return authorization code; however, they refuse to cover the return shipping cost, although their website and the packaging slip that I received with the order clearly indicate that they credit the cost of return shipping if the item is defective.

I have the pictures of the frame that shows the imperfections, as well as a copy of the chat transcript with one of their sales representative (Donna D.), and would be happy to provide them if requested.Desired Settlement: I would like to return the merchandise and have Send A frame to cover the cost of return shipment.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The business is making an assumption that I ordered four frames, did not like one of them, and returning the subject frame because of this reason. This is not based on any correspondence or fact. In my correspondence with them, I indicated that the frame was defective and the material used in the frame is not suitable to obtain a glossy finish; therefore, there is a good chance that a replacement frame would have the same imperfections. I also explained them this over their designated chat line and asked if they would reimburse me for shipping the defective frame back to them and sending me a new one, but a different model. Clearly, this was not due to my preference or me not liking the frame, the frame that they sent me was defective and, instead of returning it and getting an identical one did not make sense after seeing the type of material that was used in the subject frame. I had a feeling that they do this all the time, and this type of businesses have to learn that they cannot advertise that they would pay for return shipping if an item is defective and then try to get out of it by making false assumptions such as "the customer simply did not like the product". Fortunately, I saved the transcript of the correspondence with the customer service representative, and it clearly shows that I repeated that the product was defective and she repeatedly kept replying that "they do not issue return shipping refunds for products a customer returns because they don't like the item". The referenced transcript is attached to this email.Please let me know if you have any questions.

Regards,

Business

Response:

Our policy is simple: We replace any damaged or defective items received completely free of charge for our customers. W never charge the customer any costs to make a return (if needed) or replacement shipping. However, return of any items for any reason, requesting refund, are returned to us at the cost of the customer. The customer is saying the same thing. He says several times that he doesn't want a free replacement; he only wants to return. His reasoning is illogical - he says it is broken AND he doesn't like it. But he apparently did like the other 3. It is great that he has provided you with a transcript (I don't know what its "lucky" he has it - we gladly offer it!). It clearly also outlines the exact same policy. So - - our offer to this valued customer to return the item and receive a full refund, including any shipping he paid US. Same as we offer all our customers. But we unfortunately can not make a special case for this customer who apparently just doesn't want a 4th piece. SendAFrame

Business

Response:

Ahhh- thank you - - I didn't see that he already returned the item he didn't want and received a full refund within 24 hours. So - perfect. His full refund has been made to him for an item that he didn't want replaced for free. We call that perfect service - and that is the guarantee that we post all over our webstore, terms, and marketing materials. "You can return any item(s) for any reason for a full and cheerful refund within 30 days of delivery. Items received in damaged or defective condition are replaced promptly with perfect replacements, completely free of charge".

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The item that they sent was defective and they are not honoring their promise published on their website regarding reimbursing a customer for the shipping charges for returning a damaged item. If the person responding to the emails that I am writing reads through the transcript that I sent, he or she can clearly understand that, despite my complaint that the item that they sent me is defective, their customer service representative kept responding to me as if I did not want the item because I did not like it. I do not know what else to say if they cannot understand this from the transcript that was attached to the previous email.I will ensure that this business and other businesses that practice this type of denial/refusal are published in the social media so that potential customers see that they do not honor their policy requirements. Without any facts or basis, by claiming that I was asking for an exception, or I was returning an item just because I did not like it, etc. does not make this case favorable for them. Apparently, I have to put it in very simple terms for them to understand the situation. I ordered a frame, it was defective, I returned it, and they did not pay for the return shipping.

Regards,