Military Memories and More — Local services in Knoxville

I reached out to Military Memories and More back in June to create a custom military shadow box for my husband's separation from the Army. Initially, the company was responsive and agreed to complete the frame based on the details I mailed to them. From June through October, I had to call monthly to check on the status, and they assured me it would be ready and shipped out in early October, as my husband's ceremony was set for the beginning of November.

However, once October arrived—the agreed-upon shipping time—I experienced a complete breakdown in communication. Despite calling, emailing, and texting consistently for nearly three weeks, I received no response. After reading a review from August that mirrored my situation, I became extremely concerned about whether my items would even be returned, let alone finished in time.

Not living locally, I even reached out to nearby businesses to check in on my behalf, but this was unsuccessful. As a last resort, I contacted the local law enforcement's non-emergency line to assist me in getting a response from the company. I did not take this decision lightly, but after weeks of no contact and with my husband's ceremony fast approaching, I felt I had no other choice. Also, just simply not having the funding to repurchase all of the items I had mailed off I would like to add. Shortly after law enforcement intervened, I finally received a call from Ryan at Military Memories and More. However, instead of an apology, Ryan was upset and defensive, stating, "I can't believe you called the cops on us," with no acknowledgment of why I had to take such action. They informed me they would only be sending back my items, not the completed shadow box. When my items arrived, they were in the exact same condition as when I sent them, leading me to believe that nothing had been done in the four months they had them.

This experience has left me scrambling with just 12 days to have another custom frame made for my husband’s ceremony—something that now may not happen due to time constraints. I support small businesses, and this situation is especially disappointing because my husband previously used this company for my own frame, which turned out great. Unfortunately, the lack of communication, failure to meet agreed deadlines, and unprofessional response when I needed help has severely soured my experience.

I hope this does not happen to anyone else, as this has been a significant emotional and frustrating event for me. I will not be engaging in any further correspondence with this company, and I advise anyone considering their services to proceed...

VERY DISSAPOINTED. I ordered a shadowbox for my husband. Over $800. Took a little longer than I was told. When the shadowbox arrived, there was a small dent in the frame. Frame is metal so it can't be fixed. I sent pictures to Ryan and he said he would take care of it. A month later and nothing. He ignored the next 2 emails. Finally, he answered and said they have been busy for the holiday's. So what you are saying is that it's more important to get more money than to deliver a quality product to someone who has paid in full? That's what I heard. I've paid $800 for a defective product that I was hoping to give as a Christmas present. Ryan has my money, what does he care. A week or so later, I asked again about my claim. Ryan said he was waiting for FedEx to complete claim. First blame it on the holiday, then blame it on FedEx. Just WOW. I have been very patient. It's been way too long. I'm not sure why he doesn't just sent me another frame or refund the frame portion of the product and he can wait for FedEx. So now he's ignoring me again. Unbelievable. It's a shame that Ryan can take that much money and not deliver what was promised. I am sick over this. PS. I know the Shadowbox alone did not cost this company $450. That is what I paid for it. Sure it would be worth it if the frame wasn't damaged. But it's damaged. Shame on you Ryan for stealing my money. That's what you did. You ignore my emails and make excuses. Seriously...

Took almost 4 months for my shadow box to arrive!! I was informed that my order would ship out a month ago. The employee kept telling me it will ship out this Friday it will ship out this Friday. Then I finally received a notification stating that my order is ready to be shipped. Still didn’t ship out till 2 weeks. When I received my order I was highly disappointed in the packaging. You mean to tell me that I paid about $500 dollars for this shadow box and y’all put some packing peanuts for protection?? As you can see per the photos attached that is why my shadow box is damaged!! Then their policies say that they accept returns but customer will be financially responsible for any other issues and damages upon returned shipment. So my order was already damaged when I received it due to poor quality and now I would be responsible for any other damage?? Unbelievable!! Won’t even issue a full refund. Please stay away from...