Art & Frame Warehouse — Local services in Overland Park

Edited my review after the owner called my wife in response to my 1st one.

We dropped off several items to be framed in October in 2018. They said it would be a couple weeks before they were done. Great. After about two weeks they called to say some items were done and that two frames were backordered. Ok, no problem. My wife came in to get the completed items. The staff at the store did not offer her the opportunity to choose an alternative. Rather, she was told it might be "quite a while" and that they'd get it done. One item was completed in a couple more weeks when one frame came in and they called my wife to tell her so. She came in and picked up that item and asked about the remaining item. They said it was still backordered and they'd follow up. There was no follow up on that item. This was in early November. We got busy with the holidays and did not follow up again thinking "they'll get to us when they get it."

In January I was fed up. I went in to take the item because I was done waiting and hearing nothing. When I arrived to take home my very-important-to-me item, the person working the desk could not locate it, or a ticket for it. She looked through some bins under the counter, shuffled through some other papers and then said "Are you sure you have something here? I don't have anything under that name.". Needless to say my heart was racing in fear that they'd lost my irreplaceable thing. She then said "just a sec" and went in back and was gone for quite a while before returning with my ticket and item. No apology, no explanation of where she was... nothing. Who knows where my precious item was. It could have been on someone's desk ready to get coffee spilled on it for all I know. I'm sure the fact that they'd squirreled it away somewhere was a contributor to the lack of follow-up on the item. I had to ask "what does the frame look like, and can I choose something else similar?" The worker showed me and then began to show me alternatives. One of which was 99% identical. It would have taken one second of thought for an employee to say "You know what, this has been here for nearly three months and the frame they want is pretty much exactly like what we have, I'm going to call them." But that did not happen - out of sight, out of mind. Anyway, I chose the frame and they had it done in a few days. Had they taken the initiative to provide good customer care as soon as they learned of the backorder and offer an alternative, the entire mess could have been avoided. The one I chose from their stock was 99% the same as what was backordered. If I hadn't gone in, I'm unsure if I would have ever heard from them.

After leaving my initial review without this level of detail, the owner of this business called my wife to talk to her about the incident. He asked her for my contact information so he could call me. I was at work and was going to deal with it after I was off. However, Michael K. left a response saying they told my wife it'd be a long time, and my wife said it was fine (insinuating it was partially her fault). I called Michael K. and the conversation did not go well. Michael stood by his staff in placing part of the blame on my wife for the experience. Michael said he takes online reviews very seriously and would look into correcting the problem internally... well, take this seriously Michael; do not call customers in response to not-so-great reviews, and do not throw someone's wife under the bus in your response to that review. Leave an apology and your number in your response so the customer can call you if they choose. I'm sure you have lots of happy customers and I know your staff did good work... eventually. But instead of letting us get in touch with you at our convenience, you took it upon yourself to call my wife at work. We're reasonable people and if we could have chatted on our own time and without you telling us it was partially our fault for a 3-month no-followup backorder, I probably would have increased my rating. Now we've had a worse experience and will tell everyone we...

I went to the Art & Frame on 135th near State Line. The employees were very helpful and friendly.

I noticed however that there was another location a little closer to my home. I looked at reviews for this location on Metcalf and they were not so good. So I took my artwork with me and went by the Metcalf location. I left my artwork in the car to check them out. Walked in and was ignored by the only employee I saw. He waited about 4 minutes to ask me if I needed help but never looked at me. I walked around looking at the artwork. I then saw a man who was talking to woman. It looked like he was probably the owner. He wordlessly stared at me, he actually gave me a dirty look.

So, I was so glad I not brought my work in. I will be going to the other location.

UPDATE: After my initial post, I received a call from Mike. He apologized profusely for what happened and even gave me a gift certificate. Also, picked up the artwork I had framed at the shop on 135th St and it looks great! ...

Very impressed - the staff is so professional and knowledgeable, and they had just what we wanted! We searched high and low for months looking for a good way to mount our wooden wedding puzzle "guest book" shaped like a tree. Everywhere else we went had no idea and just told us we had to find a way to mount it and then they could frame it. The only problem was we couldn't find anything big enough or the color we wanted to mount it on. We finally decided to come in here, and first off we were so impressed with their selection of mats and frames. So many choices! Then they said they'd be happy to mount it for us and everything and that they have a lot if experience with puzzles like this. So impressed! It is going to look so good, and the price was reasonable. Our favorite thing was our excellent and knowledgeable...