Visual Expansion Gallery — Attraction in West Chester

*Update Below

Dishonest Manager; awful customer service.  Avoid at all cost as there are many other local framing shops who offer reputable service. Today when I went to pick up my framing order, I immediately noticed it was completely wrong despite my spending 20-30 mins with their manager, Mary, when discussing the specific measurements of the framing job. They admitted to their mistake and Mary said she would correct it. Keep in mind not only did they know that the trip to their gallery was an hour for me, but also that I have cancer and am currently rec'ing chemo treatment so as with anything rn, it's not an easy trip. I asked them about how long it would take for her to fix the job and she said one week.  I said, "very disappointing, but OK." and walked out. Then as I was 20 mins on my way home Mary called me and told me that they would NOT be fixing their mistake, and that I could come back to pick up my artwork.  When I asked 'why" she said because I was rude to their associate. Knowing this was not true, I asked her to be specific and detail what I said or did to be rude, but she could not cite anything specific and just kept saying I was rude.

Clearly what is going on here is that Mary did that math after I left and decided to conjuring up something completely false because she realized the job is a complete redo and doesn't want to absorb the expense/loss on the work. She is dishonest and I think prospective customers should be made aware to steer clear when there are plenty of other frame shops out there in our area.  By the way, I would never have written any review if they had just fixed their mistake and did the right thing.  People make mistakes, and I would have paid as agreed and waited another week.  However, dishonesty and awful customer service needs to be made known and hopefully I am saving someone else the anguish.  Another 1 hour trip for the cancer patient tomorrow to pick up my work. Be well everyone.

*Update. The morning after my review, Mary called me to apologize for her handling of the situation and agreed to correct their error and complete the job. I immediately told her that 'I fully accepted her apology and that there were no hard feelings bc we have all made decisions or said things that we later regret.' She was sincere and told me that I could expect the work to be done as promised in about a week's time. That was 11/1. Once they have delivered the project back to me as expected, I will gladly update my review and...

We are disappointed by our experience today as we were the first to arrive after opening, browsed for about 10 minutes before selecting 2 pieces we wanted to purchase. Shortly after arriving, other guests came in to select framing. We waited another 20 minutes out of courtesy for them as only one person was working there. Then we approached the checkout area in the hopes that we could purchase the 2 pieces and leave shortly. We were not acknowledged for another few minutes (understandable, no break in questions from the guests). Then, she mouthed "be right with you." We waited another 5 to 10 minutes but still no assistance. We decided to leave, sadly without the 2 pieces that we...

I am a working artist with a studio in downtown West Chester, PA and have used Visual Expansion on numerous occasions to frame paintings. They are wonderful people who go above and beyond with their service, professionalism, product craftmanship, and friendliness. I recently had a rush commission and they knocked it out of the park with 2 gorgeous, gold, museum- style frames. Plus their shop offers lots of affordable, local art treasures to remember your visit to West Chester. Definitely stop in when you...