YouFrame.com - rude

Alice_Band

Hello, another you-frame conned person over here! I ordered a canvas via a groupon voucher on 16th May and have had no email explaining the delay, nor a reply to my query email or inded a reply to the 5 phone calls on the number kindly listed here......it rings and rings with no reply.
I have in mind the 'Carlsberg complaints department' dusty and disused office!! If anyone discovers a direct contact option please let me know!

Diddidi

I've experienced exactly the same as the other posters i.e. radio silence from You Frame. I placed my order on 2nd May in plenty of time for my husband's birthday. Had one email from them after I chased them towards end of May but since then - zero. All my emails go unanswered as did the threat of further action if they didn't deliver by a certain date. Tried phoning - no one answers. Have contacted Groupon today to see if that will help but I don't hold out much hope of ever seeing my canvas or my money again. Will never deal with them ever again - they are a complete shambles.

aaarrrggghhh

inneed wrote: »

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'.

They're a 'small business'? Then why does the email contained within the post above yours boast of them being 'Europe's largest canvas printer (or whatever)'?

I'd tell them where to stick their postage refund and tell them to refund in full whereby afterwards they can collect the canvas they sent to you. I'd then get it done elsewhere.

vltoghill

I ordered a canvas from Your Frame on 11th May after buying a voucher from Groupon. I have sent them 4 emails and have contacted Groupon to see if there is anything they can do. Groupon have been brilliant and have replied to every email and state they have contacted Your Frame and ask them to contact me. I have looked all over the website for a telephone number and had been unsuccessful - they also werent listed on directory enqwasuires but thanks to this site I have just spoken to them, Cheryl was very nice and apologetic she acknowledged my order and even comented on the photograph she tells me it will go in to production tomorrow and SHOULD be delivered next week. I'll let you know if I receive it or not.

Hulton

I am also awaiting for a YouFrame order since early May - four emails to no response.
I'll give the phone number a call and see what they have to say for themselves.

beautyqueen88

i got my canvas last week after asking groupon to sort it out for me, not impressed with this company at all, you even have to assemble the canvas yourself, every other company i have used they send it ready made.

id advise anybody to stay well away from them.

masonhv

I have had the same issue with regards to using the groupon voucher.

Having sent several emails to the email address for order queries and receiving no response I decided to contact the marketing team on their email address. I figured that unsatisfied customers do have an impact on the marketing department and so was fully justified in doing so. I have recieved a response explaining that my order got stuck in their SagePay system and they have now released this, produced it today and will send tomorrow.

Although I feel lucky they are finally processing my order I still feel that this is a terrible service. My response to the person in the marketing department is that it isn't my responsibility that my payment got stuck, it's a bit strange that many others seem to be having the same issue, that they should have a process in place to inform waiting customers of this potential problem, and that my delivery should not be subject to the 3-5days delivery time and instead should be sent out as next day delivery.

Advice for others- contacting the marketing department seems to get your order pushed through and might be an idea.

I'm also going to contact groupon to question why they are letting a company that clearly doesnt have sufficient capacity to fulfill the extra demands groupon vouchers cause continue to appear on their site.

Beautyqueen88- it did say on the website they are self assembly- although not on groupon- however it does make you wonder how the hell it takes them so long to send a item which is essentially just pre-bundled frames and a print out....????

masonhv

Following my previous post you frame have now contacted me.

Their response was that the process many orders mistake free and mistakes are made. However forum culture purely focusses on the negatives and never focusses on the good service and the way that complaints are resolved. (They have also agreed to refund my delivery fee)

Feeling a little guilty about this and seeing that it rings true I though I had best write about how they resolve their complaints effectively:

Firstly DO NOT contact the department you think is relevant- contact something a little different- marketing are quick to resolve queries and have pushed the order through much more quickly than the orders department (who i am still waiting on a reply from a week later!!) The email is: [EMAIL="marketing@you-frame.com"]marketing@you-frame.com[/EMAIL]

In doing this your order will be processed. However- I am unable to comment on whether this actually achieves the promised result- I shall have to let you know when (if) I actually receive my frame and when (if) i receive my refund!

(I did also point out to them that the refund is the least of my worries- I knew the costs associated when I placed the order- I just wanted my order to give as a gift!)

KarenC_2

Hi I purchased a Groupon voucher for YouFrame in June as a gift for my sister's 50th birthday and to cheer her up as she's very ill Up until today I have sent 15 emails all with no real response only a mesage saying RECENT SPAM ATTACK UPDATE

We recently experienced a severe spam attack on our mail servers.

This has caused major problems with our email and delays replying to legimate emails.

We are introducing a new system to prevent this happening again.

If you have emailed us, you will receive a reply but please bare with us.

Thank you.
YouFrame Support

Huh! they haven't emailed once and I've tried to contact them by telephone on a daily basis but it's constantly engaged. I really don't know what else to do my sister's b/day is next week and I don't even know if she's going to be here. Groupon haven't bothered to reply either . Any adavice welcome.

KarenC_2

Just received email stating 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 - after contacting their marketing dept.
Here's hoping