Fastframe

Although Rita was very sweet, unfortunately the product and overall customer service was very poor. I brought a picture into this location to be framed in late December 2013. Rita informed me that it would take two weeks to get the picture back and the first installment of $ 105.85 was due immediately; the remaining $ 105.85 was due at pick-​up. My mouth dropped over the total price of $ 211.68 to frame a picture, but I agreed and assumed this place did high quality work. At pick up, my picture was wrapped tightly in bubble wrap. My fiancé and I took the frame immediately to my office, unwrapped it, and saw a large silver piece of wood missing from the frame (all within a 20 min. timeframe). I immediately called Rita to inform her of the defect. I followed up with pictures of the missing wood. Rita politely offered to fix the frame, but the hassle and time away from work would not be cost effective for me. I advised Rita that a refund for half the amount of the frame ($ 105.85) would be fair. Rita followed up with an accusatory email stating: «Honestly, I do believe that was not there when it left my store» and again extended her offer to fix the frame. Refunding the $ 105.85 in good faith would have cost the store a lot less than the amount of business they lost.

I had a short deadline for a project and they were able to pull it off. Rita was very professional, instead of rejecting the request out of hand she explained the logistics involved and that likely someone would have to work late (so other projects stayed on time) and that would cost a bit extra. I was fine with that and it was a better answer I got from other places which was — No!
The quality of work was outstanding. Rita helped me pick the perfect mat /​frame combo and the piece came out perfect.
We’ll be doing business again.

I had many pictures framed here and got to know the main person on a first name basis. She really does quality work but all that went out the window… One day I came in with a request so we started picking colors/​framing etc when another customer came in to pick up a very large (and expensive I imagine) picture that was all wrapped in paper and ready to go. She asked to be excused to help the other customer with questions, so I patiently said O.k. Well she kept running to the back and kept saying «I’ll be right with you» again and again…10 mins later I finally took my stuff and left… and get this… she was completely unapologetic… started inferring that I WAS IMPATIENT? This is how you treat loyal customers? Drop everything for the big dollar customer. I understand it’s a business, but I’ve been in the Customer Care field for almost 20 years. It’s not always about the money honey.
I started going to Aaron Brothers on Bascom where they aren’t exactly perfect, but at least they try really hard without the snotty treatment! I will continue to steer business away from Fast Frame and any business that mistreats loyal customers.