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YouFrame.com - rude
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:beer:
Well what a funny couple of weeks, after numerous calls to the lovely Cheryl and an email or two, I was fobbed off with "it should be ready" etc, finally they sent it through with a 70% off your next order voucher (I don't think I'll be using it though!)
I was initially pleased with the product but I found the assembly to be very tight and the thickness of the canvas wasn't that great, so much so, I have the shadow of the frame showing through the canvas. It isn't that noticable until I compared it with canvases I had bough from a studio, it's definitely a poorer quality product.
Now for the strange bit, I received a second canvas today, I presume it's a duplicate and they got mixed up trying to speed my order through. I was tempted to send it back to them however:
a. It's of no use to them now
b. I feel it's a kind of victory for me
c. One of my relatives might like it
As a side note - it might be one of your canvases!0 -
Same boat as everyone else.
This is the second time I'd ordered from them The first time earlier in the year I chased them up after 30 days and it arrived within a week. So I put that down to a one off. But I've got two other canvases on order from them, one placed on the 11th July and the other 29th August and I don't even get a reply to my emails now.
I've sent one last email then it's time to escalate!!
Just realised I've got 3 other Groupon vouchers for these guys I've yet to use (I do a lot of canvas prints). So I've got more pain to come by the look of it.0 -
My catalogue of disasters just gets better and better... I've had a SECOND copy of my print delivered today. No idea why!
Apologies to everyone who is one place further back down the queue because YouFrame unilaterally decided to print mine twice!
Edited to say: Posted this before reading damo8604's post above. Seems 2 for the price of 1 is the going deal!0 -
I'm having the same issues too, originally ordered 31st July, they replied to my first chasing email saying i would receive it in 5 days and i have still heard nothing.
The phone number seems to be permanently engaged and Groupon keep saying they are also trying to resolve the issue but no picture yet!
It's good to hear people are actually getting them though, it means there might be some hope yet!!0 -
Hi all
Have people generally received their canvases now? Just wanted to share my (as yet unresolved) experience. We also got vouchers from groupon (five). We ordered 3 canvases with these vouchers on 30 June which we chased by email on 1 Aug after having heard nothing, and finally received them soon after that (with a discount voucher to apologise for the delay... as if I'll ever make use of that given this experience). However, we ordered the remaining 2 canvases on 26 July and despite chasing emails on 14 Sept, 22 Sept and 4 Oct we still have heard absolutely NOTHING from them, not even acknowledgement of receipt of the emails. I've tried calling them (same number as above which I also got from their website today, 12 Oct) but there's an odd tone, I'm not sure whether it means busy or out of service. I'm highly concerned they may have gone bust!
Update: have just managed to get through to them (12 Oct) and spoke to v helpful lady Gemma. She said one had been printed (though wasn't sure where it was) but the other one had been missed out for some reason (didn't know why). She said the lady who deals with emails should have responded but may be behind. She said they'll print both immediately and they'll get sent by 24h courier next week so will both arrive together. We'll see...0 -
How about waiting months for a frame without no communication at all for youframe!!!!! I ordered my canvas on 9th July 2011 and to date (13th October 2011) no canvas!!! I inquired via email on September 20th and received a response from a woman who asked me for my order reference which I sent as soon as I received her email on 21st September. I have not received a response to date and I am soo annoyed I requested to get a refund. They are very unprofessional and I would not recommend them to anyone!!! Please beware of YOU FRAME!!0
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Another disgruntled You-Frame Customer here.
Placed 2 orders on 12th September, and haven't heard anything from You-Frame since the order confirmation emails.
If I logon to their site, both orders are still set as 'payment received'.
I understood that I would have to wait up to 21 working days, but it is well beyond that, and despite sending numerous emails to [EMAIL="support@you-frame.com"]support@you-frame.com[/EMAIL] and [EMAIL="tech@you-frame.com"]tech@you-frame.com[/EMAIL] (the only email addresses I could find on their website) requesting an order update, they have yet to respond.
Whenever I try phoning them, the number comes up as 'busy'.
I have now tried emailing [EMAIL="marketing@you-frame.com"]marketing@you-frame.com[/EMAIL] and [EMAIL="orders@you-frame.com"]orders@you-frame.com[/EMAIL] as recommended in this Thread, so I'll see if I get any response from them.
Very frustrating - it looked like a great deal from Groupon, but I'm now wishing I hadn't bothered! If I hear nothing from You-Frame by the end of the week I'll definitely try the emailing Groupon and copying in You-Frame tactic!
Another email address to add to the mix is [EMAIL="ashleigh@you-frame.com"]ashleigh@you-frame.com[/EMAIL] - I spoke to her in September when I was having problems putting my order through (Which I now realise was a rare occasion when I could actually get through on the phone!), and she was very friendly and helpful. I've just only emailed her today, but hopefully I'll get a reply from her if not from the other generic email addresses.0 -
Well I received 2 emails from You-Frame today,
One from Ashleigh saying the following:
Your orders are still in Production, we are quite far behind at the moment as a result of the Groupon offer so I am really sorry you have had to wait so long. I will ensure they are dispatched before the end of next week.
And the other from [EMAIL="support24@you-frame.com"]support24@you-frame.com[/EMAIL]:
Thank you for your email received. I am sorry for the delay in our reply.
We are dealing with an exceptionally high amount of orders and this has caused more of a delay than we anticipated. However, I can see from our records that you have now spoken to one of our customer service advisers and that they have now dealt with your enquiry.
Kindest Regards
Rachel Gibson
Customer Support
Well it's a relief to at least get a response - I just hope they do dispatch my orders by the end of next week!!
I do wonder though about them repeatedly running the Groupon offer when they have such a backlog of orders - surely it would make sense to clear the backlog first?0 -
Terrible!!!
I placed my order on the 9th June, I sent three emails chasing my order but I never even received an email to apologise for the delay.
I appreciate there was a high demand due to the groupon offer but surely an automated email apologising for the delay and letting us know we had'nt been forgotten isn't too much to ask???
I phoned Groupon in October and from the there response You Frame complaints are common. Groupon advised me I should have phoned them before as they are the escalation route and will get a quicker response.
Sure enough within two weeks You Frame informed me my canvas had been despatched.
On arrival I stretched the canvas over the border and two of the thin, poor quality clips snapped which means i cant even hang the canvas i've waited nearly 5 months for.
I have emailed you frame asking for some more with the hope they will arrive before Christmas (this Christmas)
Never again!!!!:mad::mad::mad:0 -
I guess I should count myself lucky so far then. Having read this thread, my 8weeks of waiting (placed order on 6th September) and no response to my email requests for information, Phone number constantly engaged etc, seems to be pretty small fry.
What is really bugging me is the constant hassles I get from Groupon to buy more of these things, which I stupidly fell for and purchased a second so far unused voucher. YouFrame are clearly touting for far more business but are completely unable to service their existing customers. I have now spoken to Groupon, their CustServ is as ever very good, who are submitting an escalation so will see what happens at the end of that process.
YouFrame need a serious kick up the backside. Taking peoples money and not fulfilling their promises...0
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