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December 2024 by Natalee Pei
I just had a really positive experience and feel the need to post about it.
I was looking for something high quality to frame a print from my husband’s late grandmother. I had gone to a local frame shop, and they quoted me $2274 for the frame, matting, and glass that I wanted, and my husband vetoed the price tag. I looked into a few online frame services and was having trouble finding a frame/matting I liked. So I asked Gemini what online framing companies were known for their quality, and that’s how I found Level Frames.
The whole experience was an upside surprise. Great customer service when I made a mistake on my measurements and needed to cancel my first order. The turnaround was fast. The frame was high quality, solid wood, the matting was thick, and the antique white was exactly what I needed for my antique print. I splurged on the museum glass, and it still only came out to $550 all in including shipping (most of that was the glass).
Then the actual experience of unboxing, framing, and hanging my artwork was so easy. They thought of everything and made it smooth. They even included the screwdrivers you needed. The picture wire was already cut to size and ready to screw to the frame in pre-drilled holes.
All I can say is, what a great company.
Here’s a photo of how it turned out, before and after. The frame is 32.5” x 27.0” in weathered black with 3.5”8-ply antique white matting.
Edit to add: I do credit my local frame shop for helping me figure out what I was looking for and helping me see the difference between different options (thinner vs thicker matting, different types of glass, etc.). Even though I ultimately wasn’t able to shell out 2 grand for their frame, I felt compelled to give them business too and instead had them repair another antique frame I had (also from my husband’s late grandmother).
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July 2023 by Sophia Perri
I am extremely happy with my Level Frames order. I definitely recommend them and will be using them again. Their website was user friendly and gave suggested print sizes based on the quality of the uploaded image. My order arrived two days after it was placed and was wrapped to perfection to prevent any glass breakage. Well done Level Frames!
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March 2023 by Suzanne Asselin
I bought a frame for my sister from Level Frames and she was delighted. Very good purchasing experience.
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March 2022 by Robbie Kass
This is simply the best place to frame with! Danielle Castagna is the most gracious, amazing and helpful employee who makes any question you might have not sound silly or redundant. Shop here and you’ll be very pleased that you did! ⭐️⭐️⭐️⭐️⭐️
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January 2022 by Ryan L.
I bought a couple of small self-framing kits from Level Frames several years ago and was impressed with their quality and customer service, so when I received a promo email for a holiday sale, I thought I'd give them another try for a larger at-home framing project since they'd added some new frame styles that looked nice. What a difference a few years makes...and not in a good way. I wasn't sure how large of a mat my print would need, so I chatted with Kara, who was polite and filled in the mat dimensions based on my print measurements. A week or so later, the frame and mat arrived, but the mat was too narrow: my print wouldn't reach across the entire mat. I got back in touch with Kara, who offered to send a free replacement mat, which seemed like a nice offer. I sent her triple-checked dimensions for both the full print and the spot where the artwork started. A couple of weeks after that, the replacement mat showed up and I got started assembling the frame...only to realize that the new mat didn't fit, either. This one was too wide and covered part of the artwork along its edges, and what's more, it had a visible tear about a quarter inch wide on a prominent part of the mat. I also noticed at this point that the holes for the hanging hardware weren't drilled in the frame properly, and the hanging wire they included wasn't long enough to fit across the entire frame. This is when things went really sour. I got back in touch and inquired about the possibility of in-house framing or a refund, since the mat still didn't fit and was damaged anyway. Kara responded: "We cannot provide you with a refund as the original frame and mat arrived as ordered." Instead, she offered a credit toward a future purchase that was about half of what I originally paid, or 50% off an in-house framing. I reminded her that, between the improper hanging hardware and incorrectly sized mats, at no point had I received a useable frame & mat combo from Level Frames, and also pointed out that I was very far from satisfied with my order so far, which their "100% Happiness Guarantee" states is grounds for a refund. At this point, they backtracked and offered me an in-house framing free of charge. As I got ready to mail my print to Level Frames, though, I decided to check with a local, privately owned framing shop before sending it off, since it was one of a kind and couldn't be replaced if it was damaged during shipping. I was very surprised when the local shop pulled out a sample of an identical black and gold frame (they said they probably got them from the same supplier), then provided me a quote for in-house framing that was only $20 more than Level Frames' sale price for their self-framing kit--and actually less than Level Frames' normal self-serve prices. I thought the entire point of self-framing services was that they were supposed to be cheaper than having a professional do it, but I guess not. The shop also confirmed that the dimensions I initially provided to Level Frames were correct, and it was the mats that were sized wrong. I wrote one more message to Kara letting her know I would be having the print matted locally instead and expressing my disappointment about the pricing and my experience up to that point. I never got a reply. So much for that 100% happiness guarantee. I'm giving two stars only because they did eventually offer to frame the print in-house at no extra cost, but even that offer took some significant pushback to get and the experience as a whole was just a frustrating mess. Check your local framing shops before ordering any self-framing kit to make sure you aren't getting ripped off--and if you don't have a good local shop and need to go online, I would suggest you avoid Level Frames.
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October 2021 by Gab I.
Customer service is nothing short of exceptional. I did not receive my frame (UPS's fault) and Level Frames were so forthcoming and great about it. They also sent an email to check in with the order before I had anything to say about it. The frame finally arrived with a super cute framing kit and instructions. I am super impressed!
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March 2021 by Kevin M.
I am a professional photographer. Over the past year I have spent a few thousand dollars at Level frames preparing my work for the eventuality of a show. I found their frames to be acceptable for my purpose. During my time placing many orders with Level Frames I have had a few minor issues with quality. Whenever these occurred, Indigo took great care to see the issues were rectified as quickly as possible. Most often within two days, on occasion they were fixed the next day. Since their fulfillment center is no more than a few miles from my house, this was very possible. Well the day has arrived for my first show in a year and my last order had issues, again. My show was three days from the time I informed Level Frames of the issues with the mats. This time I was working with Kara. She seemed disinterested in my situation and offered every excuse as to why she couldn't get my replacement mats here in time -or- arrange for me to pick them up at the fulfillment center. Something Indigo offered as an option on numerous occasions. She took the easy way out and offered me a refund of the cost of the mats. That did not solve my problem since the only place near me that cuts customs mats is Michaels and they have a week lead time. There are plenty of online frame businesses. I would suggest that you keep searching. Level frames used to be easy to work with and USED to go out of their way to stand behind their product. Not any more. I had another 16 frames that I needed to order after this show for my next show. I will NOT be working with Level Frames! I suggest you do not either.
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October 2020 by J G.
I ordered my frame over the weekend and had a question about my order and received an email back within 24hrs. Also was given a number to call and chat live. Daniella was very helpful and prompt. Look forward to getting the product!
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August 2020 by Bradley B.
BE WARNED! This company was all the rage 5 years ago, but has become stale. If you look carefully through their website, there are some questionable decisions being made. From someone who actually has done business with them, you will not be guaranteed your frames will come as advertised. My very first frame was built at a subpar standard. Every corner was misaligned and this was clearly from how it was built (shipping construction was great). I would suspect they have made compromises over the years to increase their bottom line, and are suffering the unfortunate death of many similar companies. When contacting customer service, I was greeted with the same generic answers we are all used to. Things like "we are confident in our business", and "we have a happiness guarantee". Reminded me of a romantic interest who would tell you, "I will probably make you really unhappy because I am not careful, but don't worry I'll try again." Well, sorry sweets, just be careful so neither of us get hurt.
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March 2020 by Tim Clark
I can’t speak highly enough of the customer experience at Level Frames. Firstly they have an excellent website, detailed, intuitive and clear. I chose them because I needed a framed print of unusual dimensions - which not that many places seem to cater for without having to take a print into store - and their website made it simple and quick, while still letting me feel that I had some artistic input into the process. Better than that, however, is that they went out of their way to find me a courier who would deliver to the UK by my deadline, keeping me informed of the price throughout. Outstanding customers service. Thoroughly recommended.
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December 2019 by Jane L.
Highly recommend! Very happy with my framed posters and the entire experience. Ordering was very easy (love the website) and I was able to get live customer support for my question. I sent Level Frames two posters in a mailing tube they provided, and I received the beautifully framed posters just a couple of days later.
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August 2019 by Jan M.
This is far and away the worst framing experience I have ever had. I had a rather valuable and large print that I brought in to their location to be framed. They outsource all the actual work to a shop on Long Island. I don't have a problem with this, except the place on Long Island has no idea how to properly frame things nor do they follow what they say their procedure is on their website. I had requested and paid for spacers, but after I went to pick it up, the framing was done without, which was clear from looking at the one corner they unwrapped. Instead of having it redone, I accepted the credit they offered as the framing had already taken weeks longer than promised and I didn't want to undergo additional delays. After I got things home and unwrapped the piece fully, it was immediately clear something was wrong. The print had large bubbles in it throughout the print, clearly visible from outside the frame. I contacted them immediately and was told this could be fixed with dry-mounting, something I was immediately clear was not desired as the print was fairly valuable. It became increasingly clear in my searches online that despite what they claim on their website, they had badly applied some adhesive to the back of my print instead of framing it archivally. I've have many print/posters framed by other shops, some significantly larger than this one, and have never seen anything like what was going on here. My desire at this point was just to try and salvage what I could of my print before it was damaged further. To their credit they did come and pickup the botched frame up they did and a week later brought me back my print and game me a refund. But, despite knowing the print had significant value, they rolled it in a tube that had creases in it, which introduced significant creases into the print as well as the adhesive marks, additional handling wear, and dog ears they introduced to it while undoing their terrible job. Josh told me he didn't think it was valuable because it wasn't signed. They were very quick to point me to their forced arbitration clause on their website. At this point I have a print worth half of what it was when I brought it to them and no good way to get any fair recourse. I was able to take it to another far superior frame shop who managed to hide as much of the damage that they did as possible. If you have anything you value, I would very much recommend staying far away from Level Frames. My hope is that this review allows at least a few people to avoid the same horrible situation they put me through.
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March 2019 by 11 09
Nicole and Josh were amazing. I randomly walked in on a Monday afternoon asking for a frame and they were very helpful and honest. I 100% recomend this place. Also... the place is kinda hidden so make sure to buzz at the door.
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January 2019 by Alex O.
Had an issue with my order and never got anything resolved, (after they said they would take care of it). So disappointed in this company.
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December 2018 by Richard L.
I actually ordered a frame from here a while a go, I just never realized that they were listed on Yelp. My experience was nothing far from perfect. I had a very large print that I wanted frame but I still had a lot of questions and needed some recommendations. They emailed me back with a a couple of options for the frame, matting, and the glaze. I asked for their recommendation and I went with what they recommended. I was beyond happy with the end results. The framed looked professional and clean. My print fit perfectly in the frame and I had no issues. To give you an idea of what in ordered, my print was 40" x 55.5". I went with the black frame, no matting, and a non-glare glaze. My total came out to $360 (this was back in 2016) I will definitely be using this service again.
