Framebridge — Local services in New York

Update: The manager at the UES Framebridge, Derek, called and then sent a follow-up message to let us know that our photo had arrived. He went above and beyond by explaining why the framed picture had originally been sent back, suggesting hand-delivering it to our home, and even getting us chocolates as a congratulations for our wedding. It was incredible customer service, and it was very kind of him to understand our concern over the sentimental item. The framing is also incredible, and we couldn't be happier with how it turned out. We definitely will use them again and Framebridge is lucky to have Derek.

My husband and I brought in a small custom calendar insert from our wedding on June 15th. It was a very special memento for us. We were told it would be done in 2 weeks. However, after 2 weeks, it still stated "it was in transit." I called customer service, and they assured me that they would investigate and update me as they suspected it had been sent back. Now, another two weeks have passed with no update. To make matters worse, I can't get in touch with anyone. I've tried calling the store, but it won't let me leave a voicemail. Attempts to reach customer service have also failed to connect me to anyone.

I am deeply disappointed and horrified by the poor customer service and overall service quality. This item means so much to my husband and me, and I am saddened that it may be lost. Regardless, the staff at Framebridge have shown no regard for its sentimental value. I will never trust them with another item, and I urge anyone considering their services to explore the many other custom framing shops...

Don't use this company -- regardless of location: I had a large (and expensive) piece of photographic artwork framed by them. While the job was done very quickly (which I guess is a good thing?), there are very visible specs of dirt/dust under the acrylic (everything is framed with acrylic rather than glass) that are sitting on the artwork's own white border. The outside-facing acrylic arrived with a generous layer of dust on it, so I'm guessing they installed the acrylic with dust covering both of its sides. Also: one corner of my print is noticeably bent. Last but not least, the frame they sold me is too shallow for the floating mount I chose to go with, which not only defeats the purpose of a floating mount but I have to assume the acrylic is sitting directly on the photograph (perhaps the salesperson in the store could have clued me into this, since it's what he does for a living?). Needless to say, I'll be getting the piece...

I rarely take my time to write a review. But I just want to share my experience so that you know what you will be getting. I usually use a local frame shop whenever getting items framed but since a Framebridge opened up close to home I decided to give them a chance. The frame quality looks cheap and poor, see the pictures. They combine two thin wood pieces and cover the joint by a piece of paper. They used a thin plastic cover instead of real glass which other framers have used for things I’ve had framed in the past. They refrain from using real glass which is much clearer and doesn’t scratch as easily as plastic since they don’t frame the items on premises and have to get them shipped so plastic as a cover is a must for Framebridge. The “ wood “ material is soft and one came in with two small circle dents. I spent $264 for two pieces of junk. Lesson learned will use a real frame...