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Over a thousand dollars worth of trash
Ordered over a thousand dollars worth of custom frames and prints on May 21, 2025 (it's now July). The 1st order took quite a while and came in 3 separate shipments. Every single frame was damaged/imperfect/flawed in some way. One box had severe damage and so I chalked it up to just shipping issues. I noticed on the undamaged box many frames had gaps/uneven corners. I ordered all black frames and the gaps are easily noticed because the inside of the wood is not stained it's the natural wood color which makes it stand out. I uploaded pictures on the website to show the damages and then called and emailed more pictures as each shipment arrived. I will say the agents were responsive and nice to deal with. They offered me a replacement or a refund. I was hesitant to do the replacement because the quality of the frames is very subpar for the price point. So I called to see if this was the standard quality to which the gal assured me it was not and so I agreed to it instead of a refund. Mind you every single frame but one was damaged. The second shipment (replacement order) arrives all the boxes at the same time this time and one box is slightly damaged. Here's the bigger issue, they use ZERO packing material to protect the frames. Multiple frames are stacked and then strapped very tightly with a vinyl band of some sort that is so tight it leaves indentations on the top and bottom frames. Perhaps the quality is good before it gets sent out but even with the most careful handling the frames rub and it's the worst possible way to ship a soft wood frame - damage is unavoidable. So the second shipment there were 2 frames undamaged. The largest size 24x36 wasnt even black it was a natural wood stain color that isn't even what I ordered. So here I am sending a picture of every single damaged frame to customer service only to have them respond this time that half of them are not damaged but "natural wood separation" which is not a refundable issue. I will never order frames from this company again. I tried to be positive but the quality is literally worse than what I could thrift and why pay full price for subpar/damaged quality?! I told them I would not be happy with the outcome and would not like a 3rd replacement because the quality is so poor and they did nothing to protect the frames on the second shipment so I wanted a refund. Remember I have in total only 3 undamaged out of the 27 frames at this point. They finally gave on and refunded half the balance stating the other issues were natural wood separation (eye roll). Bottom line don't buy frames listen to the other reviewers!! (I wish I had read them before I made such a large purchase but I fortunately, Smallwood came highly recommended from my photographer who said she used them before) big mistake!