Sometime last year I located a an online source for inexpensive, high-quality frames: “Frames By Mail”:http://framesbymail.com/. I placed my first order and it was shipped the next day and arrived happy and complete and just as expected. I had no reason not to expect the same response the next time I would place an order with them. I was wrong.
Needing three frames for my “exhibit this weekend”:http://revjim.net/2006/09/05/exposure-dallas-presents-ambiance/, I placed my second order with them on September 5th. Yesterday, 6 days later, my order had still not shipped. I grew weary and queried their support department which claimed a same day response. No response was received until this morning.
In lieu of an apology or even an explanation, I received an automated email with a FedEx tracking number indicating that my package had been shipped yesterday and would be received tomorrow. I didn’t pay for 2-day shipping, so they must have filled my order, and upgraded my shipping for free.
While I’m grateful that I’ll be getting my frames on time without having to resort to a local, more expensive source with a smaller selection, I’m a bit upset that they couldn’t even be bothered with a quick response to indicated that they had messed up, that they were correcting the situation and that they appreciated my business.
So much for Customer Service.
Most of the cost of slave-labor goods is in the service and support stateside.
Had a bad experience with this company, too. Product took three weeks to arrive, frames (both metal and wood) shipped out in substandard condition. Wood frames poorly put together at joints, metal frames scratched and stained. Will never order from them again and advise the same.