Rick Menapace

Review of Timeless Frames

This was a strange company to deal with in the wor...

This was a strange company to deal with in the world of 2016. First, the frame pairs and connectors are well-machined and fit nicely. But assembly can be problematic - and the company is no help. I bought them at A.C. Moore: 38-inch and 27-inch pairs. Right away there was an issue: each frame pair's instructions were different! Same product and packaging - different instructions. Worse, both were incomplete; you could not build the frame if you followed either of them. And there are no other instructions anywhere. Very frustrating. (I have a good mechanical aptitude, have built and repaired everything from motorcycles to furniture.) Even calling the company wasn't easy because the packaging gives NO company information. Seriously. So I had to Google them - and it was the wrong phone number! The nice operator told me to call a different one, at which point I got a customer service rep who knew nothing about the frames! What? Switched to a different rep; she was helpful, at least as far as telling me that the instructions I needed are buried under a couple layers in their website's "Help" link. What? "Why don't you put them in the package?" Answer: "Really. I don't know." "Why don't you make them easier to find since the packaging is contradictory and incomplete?" Answer: "I don't know." This isn't quantum physics, it's a picture frame. Why should it be so problematic? Finally, on larger frame sizes, Timeless Frames does not include enough spring clamps to hold a larger print flat and clean against the glass, so it curls in. (Luckily, being a pro photographer, I had a bunch of spring clamps.) Bottom line: assembling a Timeless Frames frame is not nearly as easy or intuitive as it should be - and it's not the product, it's the company.