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Complaint Details
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Initial Complaint
06/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 17, 2002, I ordered frame #AF112(aka AF152), order #**********. It is described on the vendor's website as Pecan Wood Picture Frame and is found, in search order, under Picture Frames, Wood Frames, Frame Color, Natural Wood Frames, Pecan Wood Picture Frame. Note the inclusion under Natural Wood Frames. I paid $29.89 for just the frame, $11.12 for shipping and $3.63 in taxes(total $44.64). My dispute: The base frame is made with a light unstained wood . It is covered with a glossy, smooth plastic laminate imprinted with a wood grain. The adhesive used to apply the laminate is visible. Had I known the "wood" was actually an unnatural-looking, slick plastic laminate, I would not have ordered the frame. I was deceived by the website location of the frame material(under Natural Wood Frames) and the vendor's description of the product. I have not contacted American Frame. They will only say frames are not returnable.
Business response
06/28/2022
The business informed BBB that the consumer called its Corporate Sales Customer Service alleging that the frame he received was not 100% wood. The frame is 100% wood, but it had a simulated pecan finish on it. The consumer was given full credit back on June 21st. In fact, the consumer was told to keep the product and was actually over-credited back. The pecan-finish frame is currently out of stock, so its description is no longer active. The business has since gone through its offerings and amended one other frame description to avoid any further confusion about its products. The matter should be resolved.Customer response
06/28/2022
I would like to add that throughout the 3- 4 conversations I had involving customer service reps, the frame shop and accounting, everyone was courteous, listened well, and was intent on resolving the issue amicably. And not to be overlooked is the fact that the workmanship on the frame was superb.
Sincerely,
****** **********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.