Smallwood Home
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Twisted Frames - Warranty Denied
I ordered some of the larger prints/frames, and reached out WITHIN MY WINDOW for warranty as the frames were twisted. Nearly a 2 inch gap off the wall of the bottom right corner. I sent photos, and they requested the pictures of the issue were taken on a flat surface laying down, though the vertical pictures clearly showed the issue. I followed back up on the same thread as there was no resolution and provided the same pictures AND additional pictures of them laying on the ground. They see the issue and "understand the frustration", but since I'm not in my window, they are not taking any accountability. Keep in mind, I put a warranty ticket in within the window, and followed up on the same thread. They said proof of damage was not sent in time, but we have pictures in the email chain immediately after they were delivered and hung that show what the issue is, and they had responded to the issue already. All three of the frames are twisted in the same way, so it's clearly a manufacturing issue. Horrible customer service. Satisfaction is not in their way of doing business, so you better hope they come out perfect the first time.