I purchased a custom frame and matting. I personally don't like large matting that overwhelms the artwork especially on small pieces. I was pushed to order larger and stood firm with what I wanted.
After ordering I took a photo of what I had agreed upon. Thankfully I did. I was told one of the frames I had chosen was no longer continued. It was extremely disappointing to have this happen, but no fault to the owners, I get it, it happens, but a disheartening experience. When I came to pickup the frame it was not only way too large of matting but also the wrong matte color. Thankfully I took a photo to prove this as there was no documentation of color on any receipt I had or size of matting just 1 frame x amount. It was very hard to prove it was done incorrectly, but Thankfully I have the photo as they were not pleased to redo it. I had to then refind the color previously chosen and communicate I did not want that large of matting. Again I got alot of pushback and was firm. They basically refused to do it how small I really wanted it, but came to a compromise at 2". I said 2" including the frame they said ok and it came in as a 2" matte. At this point it was the right color and I just gave up after almost a 6 month process. I love supporting local and was so excited to use them based off reviews. It did not come to a customer service experience I would go to again sadly and will eventually pay for another frame, but was emotionally exhausted and didn't want to push for a third time to get it right. I paid and walked away unhappy feeling I clearly stated what I wanted and they did what they wanted not listening to the customers wants. Advice to management - if a customer says they really know what they want propose two options. They can pay for the version they want and suggest if it needs to be redone and they're u happy then they can pay to redo or take the framers advice and if they don't like the company can pay to redo but don't say you'll do one thing and do another under the impression "they'll be happier". I know I don't like large matte, and was provided and pushed in a direction I ultimately am unpleasant with and exhausted with the hassle vs the enjoyment in the end of the beautiful piece. The effort to redo it and pay financially again for it is so frustrating when it could have been a one and done.
