YouFrame.com - rude

inneed

I ordered an 85th birthday present from you-frame, with a groupon voucher. It didn't arrive within the 21 working days, so I missed my mum's birthday. She was taken in to hospital, and was not expected to live. I emailed you-frame telling them the situation, and asking them to send the order priority. They didn't. It eventually arrived a few days after she died, upsetting me again. I emailed them several times, and have emailed since mum's death. Nothing. They are the worse, most callous company I have ever dealt with. I contacted groupon, asking them to intervene for me, and saying that it was bad publicity for them. Groupon gave me my money back, but all I really want is an apology from you-frame, and for them to realise that they are dealing with real people out here. I notice now that groupon are running another you-frame offer today.Meanwhile I am living with the guilt of not giving my mum her last ever birthday present.

inneed

I've finally composed myself enough to write to You-Frame this morning, asking for a full apology. Wonder if they will bother replying?

cattysmum

:jI too have been waiting for canvas purchased though Groupon ordered on 27th May, just spoke to a lovely lady (should have got her name dohhhh) who said she would push it through for delivery in next 72 hours I wont hold my breath, thanks for telephone number DNLK London, could not find it on their website will keep you all informed, sounds to me they have been inundated with orders and have just not been able to cope with the demand, luckily my canvas was not needed for an occasion so I will give them another 5 days then I will be back on the blower!!

patfount

my experience of you -frame seems to be much the same as everyone else i ordered my frame on the 4th of may still not received and have had only 1 reply to multiple e mails on order status i also bought through a group on voucher the 20 quid paid instead of 69 as advertised does not seem much of a bargain at the moment . I have only used group on twice and both purchases where a disaster the other item was the car MOT and service for 49 quid i bought it and then once i phoned the garage with the voucher number thier response was fine you can bring in your car in three months time . to which i promptly phoned groupon and got my money back i will not be buying via group on again .or am i being too harsh has anyone else had multiple group on problems
eish !!!

inneed

I've bought football tickets and a hair restyle from Groupon, which were fine. It's You-Frame I have the problem with, although I do wonder why Groupon are running another promotion of theirs when they are obviously incapable of fulfilling the orders on time.

Jay3710

Wow, well is it bad to say I am glad I am not the only one getting bad customer service from youframe?! I ordered my groupon youframe canvas on the 15th May, they took the postage payment straight away, sent me e-mails saying my order had been received etc. But heard nothing since. I waited until the 7th June to e-mail them asking them for any news on my canvas. No response. So I thought I would wait over 21 working days, I e-mailed them again on the 19th saying I would like to complain due to the lack of correspondence from them. And since then I decided that I will e-mail them everyday with a copy of each e-mail I have sent below them so they know how hard I have been trying to get a response. Although I think I will try calling them tomorrow as now its probs too late tonight. And I can't really be bothered to keep e-mailing them and not getting a response as my e-mails to them are becoming less polite.

So thanks for the phone number. How long has it been since people got an e-mail reply saying it has been dispatched to when they have actually received it? And same for the people who called and then received it? I can't believe how bad they are. It doesn't take a minute to send an e-mail. They can just copy and paste a draft e-mail to each person so then they would at least get a response. As I think that is what is annoying me the most.

beautyqueen88

i must have sent over 20 emails after the 21day wait and got no response, no one answers the phone now either.
I have been in touch with groupon, complained about youframe and someone there is looking in to it for me.
i don't even want the canvas anymore to be honest it was for a birthday present but i've had to get it done somewhere else. I've had no problems with groupon at all until this offer youframe are terrible!

westfielder

We ordered 4th May, no responses to emails, rang them today - 23rd June - got the same story

"The order has got stuck in our system, we'll get it despatched within 72 hours, I'm very sorry about that"

...at least they apologised

Will post if/when it arrives

Thanks to dnlklondon for the phone number

westfielder

Dear Mr xxxxxxx
Now just reveived this email....

REF: You Frame photo canvas order: Frame4/5/2011/xxxxxxxxxx
Further to your recent communication with us, we would like to apologise for any delays you may have experienced with your order.
Please be advised, we are now dealing with your request as a priority and your photo canvas will be printed and shipped within the next 72hrs.
Once your order is shipped, you will receive an email to confirm. Please allow 3-5 working days for delivery unless otherwise stated.
Kind Regards,
You-Frame International Ltd
Europe's Leading Photo Canvas Production Company

inneed

I have received a letter from someone at you-frame 'apologising' for the loss of my mother, and saying that she knows what it's like as she has lost her father. Then saying that they are a small business and have strugged to survive throughout the recession working 24hrs a day, and that Groupon have been supportive. She says that they care about their customers, and have found it frustrating that they have not been able to communicate as they should have done. She also states that the telephone number is at the bottom of their contact us page (I honestly didn't see that, and, it seems I'm not the only one). She then helpfully goes on to say she has arranged for my postage charge to be refunded.
I don't know what to think - I know that I am feeling pretty numb at the moment, but the tone of the letter just sounds like they are saying 'take pity on us, it's not our fault'.