Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
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194 reviews
Frame USASelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Frame USA is a wholesale manufacturer of high-quality, American-made picture frames. Every frame on our website is made in the United States at our warehouse in Cincinnati, Ohio. At Frame USA, we champion our craft. We make all of our art, frames, and more inside our warehouse. We take great pride in that because not only are we able to produce everything in house, we are still able to offer highly competitive prices.
Frame USA (frameusa.com) has 194 customer reviews on The Fair Hearing, with an average rating of 4.3 out of 5.
Showing 15 reviews with 1 star · Clear filters
I recently ordered three custom frames from FrameUSA. I asked to combine shipping and then called to combine shipping, and they still charged me for shipping twice. I also got two custom mats. Both of the mats that they sent were of the incorrect dimensions.
By Exo B.
I placed an order for 10 custom frames with matting. I spent about 2 hrs ensuring all my measurements were right, and picking the matting and frames to go with each piece of art. I've placed large orders like this with other custom framing companies and when they arrive, everything is ready to go. The matting is in the frame, and the hanging kits are installed. I did not expect to pay this much money for a DIY IKEA experience. All mats came stacked together on the frames. While nothing was damaged, the frames do appear to have been pulled from a dusty warehouse. So even when you carefully remove the plastic covering from the plexiglass, plan to spend some time repeatedly cleaning the dust and wood bits off of it. I also have never received sawtooth hanging kits from custom ordered frame companies. FrameItEasy for example sends everything fully assembled *and with nice wire hangers* not cheap sawtooth that I have to install myself. When I contacted customer service about the additional hours I had to spend figuring out which matting had gone with which frame to be sure I got it right, and still not having the hardware (nor having had the choice to pick the right hardware when ordering mind you), the customer service agent was not unprofessional, but also not warm. She admitted the frames should've come assembled and would "put a note in the system," and informed me I could go back to the website and pay more to order the wire hangers I needed. At no point in time did she apologize for how the package arrived, the extra work that caused the customer, nor the lack of clarity in hanging options on the actual ordering page. She did inform me I could've gone through their custom quotes option (contacting a concierge of some kind?) to verbally tell them what I wanted and then I could've had the wire hangers. I asked how I would know the name of the frames and the color of the matting choices without first *still spending the time* on their Design a Frame page and then *additionally* having to call in for a this custom quote to tell them these options - thereby doubling the time it takes to place an order with this company, and she didn't seem to understand how I wouldn't just know their company names for the different frames and matting. So I gave up. I wasn't going to beg for basic customer service of offering to send me the wire hangers I still needed. If you're not training your representatives to make basic amends with your customers, you don't deserve future business.
By Meghan von L.
Response from Frame USA· Jan 20, 2025
Hi Meghan, I'm so sorry to hear that you had a poor experience and were dissatisfied by our product. I've reviewed your situation with our customer service lead personally. She has ensured me that she will review both the cleanliness of the frames as well as the mats not being inserted into the frames with our warehouse. Typically when orders are placed with design a frame they SHOULD come all assembled together so that all you have to do is insert your image (if you didn't get it printed) and install the hanging hardware. We explored many options when it comes to the products and services that we offer, including installing wire kits or sawtooth hangers prior to shipment. We ultimately determined that the risk of damage in transit was too high to offer this service. We also have found that majority of individuals shopping our site prefer the sawtooth hangers due to the ease of installing them which is why they come standard on majority of our sizes. If you are interested in knowing what comes with our standard size frames, a full list can be found here: https://frameusa.com/what-comes-with-my-frame. Unfortunately, the only way to currently request specific components or for install services the only way to request would be to fill out our custom quote form as mentioned. The benefit of this form is that you will be matched with a dedicated account rep that will handle all questions and concerns moving forward. We offer the option to list the specific products you are interested or to request recommendations. If there are any additional things not mentioned that i can help resolve for you please send an email to [email protected] and i will do my best to get you an answer or a resolution. -Brooke Sanders, Brand Manager
I ordered 36 x 20 black metal frame and white matt. I paid $114 and it came with plexiglass - are you kidding me? Never order here again - expensive and comes with plexiglass. Buyer beware!
By Joni Z.
Response from Frame USA· Nov 20, 2024
Hi Joni, I'm sorry you feel that you did not get your moneys worth on the product. All of our series list what comes with your frame for each size on the product pages. Due to safety reasons all of our sizes, including custom sizes, that are larger than 11x14 (excluding 12x12) will come with plexiglass.
The quality of the frame was way below expectations for the price paid. I feel deceived by the marketing of the frame material Bonanza Wood. The product looked like a dry erase board with a cheap frame. I was able to use the mat pieces that I received and purchased another frame from another company
By Jon L.
I ordered my frames on August 26th. I called on September 3rd hoping to get the Labor Day discount and was told I couldn’t qualify and that my order was under way. I did not receive the order within the 5 to 6 shipping days and called. I was informed they were out of stock on the Frame Kits II. I was leaving for a trip on Sept 21 and had to get 12 pictures framed for a show that I had to hang the day after I returned from my trip. I was told kit I was available so I changed my order to those. I asked to have them shipped the fastest way possible. They arrived on the 19th of September giving me ONE DAY to frame my pictures. This is not the first time my order has taken nearly a month to arrive. Needless to say the wear and tear on my nerves is enormous. Unfortunately you are the only place that sells frame kits so I am stuck. But I am NOT happy.
By Louise W.
Very disappointed with this frame. I was expecting barnwood and got colored tape instead; plastic instead of glass.
By John M.
Easy to order but 3 of the frames were damaged during shipping.
By Jason B.
