Horrible customer service. Their employee Michael was rude, disrespectful, and incompetent. The level of customer service is beyond disgusting and their frames are very limited. Avoid them. read more

As some of the reviews have stated, prices are on the high side, but I think this is where the old saying you get what you pay for applies. I didn't shop around to try to get a better price. My vintage poster had some damage; Ron offered to do some repair work. He struck me as knowledgeable and trustworthy. However, when I picked up the framed poster and got it home, the mat appeared to be darker than what I had selected. I brought it back in to Ron, who discovered the glass was the culprit. I encountered what I consider a perfect customer service orientation. Ron was interested, patient, willing to offer input, and -- when required -- a focus on solving the problem. I'm not at all sure that a less expensive frame operation would have had the same commitment. Some reviews have complained about comments on celebrity clients or valuable artworks, extended timelines, and pricing. These 'issues' proved to be signs of personal care and pride in craft that guaranteed the aesthetic outcome I will be enjoying for a long time. read more

As soon as you walk in you can sense a friendly willingness to help you select the right frame. Michael and Suzanne were great about helping me establish a price range (for a portrait frame) and staying within those parameters. Michael has an excellent eye and brought out elegant and different frame choices for me to chose from. They were able to turn the job around within a wee-- and it looked as beautiful as any higher end art framing store. Highly recommended! read more

FrameStore Santa Monica threw out my old frame, which was in perfect condition, without my permission, and have refused to reimburse me the $450 it is worth according to their prices. read more

Never again customer service or support isn't what your paying &1400.00 framing and combative and rude when you have issues or questions your basically treated like crap after the payment clears!!!!!!! Take your money and business elsewhere you will regret you ever came. read more

Full disclosure, we didn't end up making any purchases here. Not only were the prices quoted to us outrageous, but the customer service and treatment were terrible. We were openly judged for our poster art, "Oh gosh, now I've really seen it all!" while the guy told us about the celebrities he usually frames for and the famous artwork that he usually works with. It was a consultation of 20 minutes that felt like insult interspersed with frame-talk. The treatment and snobbery were enough to make us take our business elsewhere, but the prices really sealed the deal. Save your time and head somewhere else. read more

Amazing quality and service at this store. Ron is a consummate professional and assisted us in expert fashion throughout the transaction. The finished products were impeccably done and we enthusiastically recommend The Frame Shop for all of your framing needs!! read more

I usually go to fast frame on Westwood Boulevard Unfortunately they were closed today so I needed something framed and I came to this frame store and showed them a picture of what I had previously done with their competitor the guy gave me a story of Picasso and Rembrandt and That's the kind of level of framing they do, and he went into the system, said he gave me a 59% discount kept using the word ouch factor he said I'm gonna take the ouch out of the equation so we come very competitive to others. He quoted me a price of $230. I asked him so this 16 x 20 picture would be 500+ to frame, he confirmed it was then I had to break the bad news that his competitor with the same simple Frames was charging $40 how they were staying in business charging $40 and you trying to charge me $230 unbelievable !! definitely don't recommend this place especially a business that puts other businesses down I feel very offended knowing that this guy is trying to rob me with his French hat on and his accent trying to sell me regular oranges as gold plated oranges read more

Suzanne was amazing!!!!! She was so generous with her time and helped fix my painting for free. Would highly recommend and will definitely be coming back read more

For the amount of money you pay you'd expect them to deliver their services on time. They do not. I brought in a piece because we were putting it up for auction. I told the salesperson when the auction was. He assured me that the frame job would be ready far in advance of that. Instead, it was finished a week late, causing me to miss the auction. If they couldn't get it done in time, fine, I'd find another place. Instead, I was given assurances and they didn't follow through, screwing me over. That's not the way to run a business. read more

I came in with a frame that had its wire snap off. The man working was able to help me right then & there! And fairly priced. Highly recommend! He even helped me get the picture back into my car. Rly helpful person! read more

This was a disappointing experience from beginning to end. Even with their '50% off' and 'manager's discounts' Framestore is very expensive. They will waste no time telling you all about the celebrities and high-end art galleries and museums they frame for. I should have known right then that they must reserve true 'customer service' for those spending thousands on a frame and not for a simple customer like myself and my cheap $800 frame. It took weeks longer than the estimate to have my frame complete and I had to track them down repeatedly to get an answer. When it was ready the workmanship was poor and they had all kinds of excuses. They attempted a fix and that took another month and still it was not right. On top of it all, after they have your money their attitude completely changes... oh yeah, I'm not a celebrity with tons of $$$. read more

50% off coupon gets you near, but not 50% under a custom framing price! When I inquired whether I really got 50% off, the store person printed out a copy of my work order, which showed a retail price of $267. When I pointed out that this was $127 under what I was charged, those work orders disappeared and the new one he printed showed a material price $14 more than I paid, saying materials are always going up, so that is the price I would pay today for my order. Please get another price quote from another framing shop; that's what I should have done! read more

My first time having anything framed and I decided to go with this business because of the 50% off coupon. I ended up having 5 pieces framed and was charged $1500.00. That's right $1500.00 for 5 pieces including the 50% off coupon. The pieces were mostly my kid's elementary school artwork and 2 poster prints of famous artwork. They charge you for parts AND LABOR. I've learned that is not standard practice. In addition, you can't contact the customer service number on their website because the phone is never answered and if you write a comment/review/complaint on their website it goes directly to the store manager, Ron, who told me they were not doing business with me anymore because in my customer comments I described him as weird due to his personality change when I started to call the store about 3 weeks after purchase to inquire about the status of my order and to top it off, when my pieces were ready for pickup, he left them on the floor next to their front door. How's that for customer service? Since then, I've gone to a different framing store in Santa Monica. I was expecting to pay up to $300 for the 1 piece and was pleasantly surprised when I was charged $50.00 for a beautiful job! That's when I realized the Frame Store is a total rip off of a business. I decided to contact the boss of the store's manager so I called the store and asked Ron who his boss is and how may I contact them. Ron told me the owner, Chuck Mitchell, is his boss but he couldn't give out his boss' contact information and said he'd tell Chuck to call me. A couple of weeks went by and no call from Chuck. I then called the Brentwood store and asked for Chuck Mitchell's contact and it was given to me no questions asked. I emailed Chuck Mitchell 1 week ago and have not received a reply. I called his office 3 days ago and left a message with Rose and have not received a call from Chuck. DO NOT DO BUSINESS WITH THIS PLACE! Questionable business practices and shady people. read more

Really great experience in the beginning. Gave it 4 stars because they said they'd let me know when it was ready in a week maybe 10 days. 3 weeks later never got a call or message. So I went in and thankfully it was ready. Really would of just appreciated a pick up call like they said would do. read more

Best customer service ever! Ron Brown was super helpful in helping me find the perfect framed mirror for my guest bathroom. He went above and beyond and I felt that he took a personal interest in my satisfaction. Thanks read more

We paid for an expensive frame. We waited a month and it was finally ready. When we removed the protective wrapping we discovered they had botched a few areas of finish. We brought it back and they assured us they would fix it right away. We waited and waited, receiving various excuses for the many delays. When we finally picked up the frame we found they had actually made one area of the finish much worse. We didn't appreciate the attitude and runaround and decided not to let them continue to ruin our frame. Will never go back. read more

When I was looking at frame options here, the salesman showed me a frame color that I liked. The edges on the outside were scratched up -- a little chipped, no paint -- but obviously that wouldn't be the final product. I picked up my framed piece from there a week and change later (from the same employee who seems way more interested in taking your money than giving you your work -- never got a call or a phone message that it was ready). However, final product comes, and while the paint flaws weren't there, it's still got small "missing edges" -- I don't know how to explain it, other than that the edges look like slant cuts, rather than right angles? Basically, with those example frame corners scratched up as they are, I have to guess which flaws are overuse/floor model flaws and which are "distressed" effect. (And the employee should probably be better at answering questions than "I told you," especially when he very much did not.) The final product still looks good -- but for the amount of money that this place charges, I shouldn't have to guess what exactly it'll look like when I pick it up. And the customer service? The way I was treated when I raised this issue was pretty awful. If you go, don't let them rush you through the design portion, and make sure you ask EVERY possible question, because the example picture frame parts that they'll show you are so bruised, you'll have to guess which flaws are a part of the design and which are chips/scratches from overuse. (and insult to injury -- for more than $300, I really should receive a frame hanging hook or two.) read more

I also would like to give no stars. My worst business experience ever perhaps. I hated what they did - I would not hang the pieces in my house. I offered to pay for all the materials and just get my art back unframed to take elsewhere. No deal. Their 50% off sign and coupons still made it the most expensive framing job I've ever done for the size of the pieces. read more

Can I give this place no stars? I guess not... One of the absolute worst experiences in framing my artwork. Prices are bloated beyond belief, and then even with this supposed coupon at 50% off, the prices still rank higher than all other places. The person that helped me was so rigid and the process of them showing me designs and selling the product was as if it were coming from a robot. Completely fake and unfeeling. read more

This is definitely the best frame store in Santa Monica, and trust me I did my due diligence. Jewel Box is hit or miss -- half the staff seems super-duper, very helpful and the ambience inside is so cute, you're like I really want to leave my money here. The other half of the staff had an attitude and was just like "yeah, I dont see that frame on the wall. so we dont have it" , which is fine, but if you're in sales, you want to go above and beyond to accommodate and make sure the customer is happy -- and that's the customer service that Aixa at the Framestore gives. I actually found the pricing across the board is pretty much the same. I wouldnt be surprised if Aaron Brothers, Jewel Box and custom Framestore all used the same offsite operation. The difference is that Aixa is so good and actually lets you know what the more expensive archival option is and what its going to do to the important documents you want framed, and knows the difference between newspaper, oil paintings, photos and prints. She'll let you know when she does feel its worth it for the artwork to put in a little more or when you'll get the same protection with the cheaper option. Aixa builds trust with her clients. I agree with other clients that custom framing is expensive, but everything I've had done there comes out looking like a million bucks and I trust will stay that way for many years, so definitely worth the investment. read more

This store is a total ripoff. Avoid like the plague. Very pushy on expensive options and they are worse than used car salesmen. I wouldn't even take a chance bringing your artwork there, as you might not get it back the way it came in. Go elsewhere read more

I was helped by a guy named Jayme. He was very knowledgeable about different framing and matting options and how they would affect the final appearance of the piece I was having framed. The staff was knowledgeable, friendly and able to work within my budget (framing is always pricey!) I had the framed painting back in my hands a week later. I would definitely recommend this business! read more

I had 3 non-standard sized photographs framed here. I already had mats from the artist for two of them, those came out well because the mats are nicely proportional with the photograph (although they did put the hook on the bottom of the frames not the top even though we specified - the photograph is abstract but not that difficult to tell top from bottom). The third photograph turned out subpar as we took the employee's recommendation for mat size and frame color/width. The photo looks cramped with the "standard" 2" mat he recommended. We dislike it even after more than a year of time to get used to it, and will have to have it redone somewhere else at some point. Lastly we brought the photographs in an oversized Kodak box for protection. I assumed that would be returned to me, however they threw it away! These are hard to come by these days and my mother in law wanted it back for protection of her other photographs that are not framed. Very poor service especially for the price. read more

Hey, Framestore? How about opening at your advertised time? That might help.

Really nice work, but crazy expensive prices and enough gimmickry that you leave with the same feeling you do when you leave ta used car lot. You sense there's tons of markup and angles. Even with LivingSocial coupons and their 50% Off Sale, I thought, "how much? really?!" and left feeling like a sucker. They run such sales all the time, which adds to the sense that they inflate prices considerably. Without all the "discounts", it would theoretically have been $800 to frame the *poster* I brought in. Seriously? read more

I had a very positive experience working with Sean at the Frame Store on Santa Monica Blvd in Santa Monica. As an engineer, I tend to need to be sure before I make any decisions and I also tend to have little confidence in my artsy side. Sean patiently went through a number of options and helped me work through the pros and cons and we ended up with the perfect frame. Picture looks awesome. Thanks Sean. read more

I have been having issues with frames not being in stock, after being told they were. And then the frames keep getting back ordered to dates further and further in the future (3 times already). I was getting quite angry about this as I would have chosen other frames that were in stock. However, they are excellent at what they do, and they are now doing everything possible to make things right. I would give them 5 stars but I will wait until I finally receive my framed items. read more

Sean helped me out at the FrameStore to get my vintage 3 x 5 vintage American flag framed. Although expensive, they did an amazing job, and their attentiveness and customer service is incredible. We even received a thank you card in the mail from them! The quality is great and they treat their customers great. This place deserves your first visit, and ask for Sean. He is great! read more

Went in on a Wednesday afternoon to get a picture framed and for some reason thought it would be ready in time by Friday, since I was moving. Alex put a rush on it and was able to help me and my unreasonable expectations out and deliver in time so I didn't have to make another trip back up after my move. He even gave me an extra discount because he remembered me from the last picture I had framed, with the same frame, years earlier at their previous location. And if that wasn't enough, his last name is Crabtree and I'm a huge Niner fan! I take all my stuff to FrameStore and they haven't disappointed yet. read more

Ron is the best! He's always given top-notch customer service and had our work done on time. Thanks so much! Dee Dee

What a wonderful experience! We had the pleasure of being helped by Ron Brown who was so passionate, knowledgeable and friendly. He was patient and helped my husband and I walk through the entire process. Honestly, I can't say enough good things about Ron and his amazing customer service! Highly recommend this store for all framing needs! read more

I went to the Frame Store to get 2 posters framed and Alex was able to help me keep within my budget but at the same time get what I wanted out of framing these posters. They now look great on my living room, and I recently got a big poster of a Matisse painting that I am definitely planning on framing with them. Made a usually complicated and expensive experience into a very enjoyable one. read more

I really like this store. They have given me tasteful suggestion the three times I had paintings framed. They do good work done by fine crafts people. Definitely class up paintings! I trust them now to do expensive pieces, find them careful and dependable. Like finally finding the right dentist, I don't bother going anyplace else. read more

I brought in a piece of art (the glass frame had cracked very badly) to have reframed. I wanted the same thing but the salesperson convinced to get plexiglass. I was promised it would be ready in a week. I waited a few weeks for the finished item but never received a call. I left a message but didn't get a call back so I tried again a few days later and he then told me it was in as if I had never called or he had never promised in a week. After I took the bubble wrap off of the art, I realized the plexiglass was too big for the frame and was warping the artwork. I took it back to the store right away and he said they would fix it for me. A week or so later I get a message from the salesperson indicating the studio had refused to recut the plexiglass to the right size even though they acknowledged it was too big and they said they could also not put it in glass (although it was in glass when I brought it in). I picked up the art and was offered no apology or explanation. They did at least fully reimburse the $130 I had paid. But ... six weeks later I am still looking for a frame for my art. I will never use them again. read more

GREAT customer service, blows Aaron Brothers away! I just picked up my three pictures in their fantastic frames and had a great experience at this store from start to finish. I went to Aaron Brothers around the corner initially and had such a negative encounter with the grumpy sales person who honestly made me feel like I was bothering her. Left there and went to Framestore and Aixa was so friendly and welcoming and not pushy at all. She is an artist herself so she has a great eye and she took care to make sure I had the best options for my artwork, and she didn't try and upsell me but instead recommended what she felt was best for the art. SO appreciated. In an age of crappy customer service, Aixa is a breath of fresh air. Save your time and go straight here, you will be glad you did! read more

The gentleman that assisted me was lovely. Not only were they willing and able to assist me with getting my diploma from my B.A framed, which was an unusual size since I graduated in Wales--they were very thoughtful and considerate in choosing a wood that would complement my diploma. In addition, the gentleman remembered several small factors which made me appreciate this store since they are treating the customer as a person and not a dollar sign. I plan on getting my brother's diploma framed here also. read more

I came to the Frame Store with a Amazon Local deal. I was willing to give the store a try. Rachel was very knowledgeable & listened to my instructions re the type of frame, glass, etc. As I narrowed down my options, she frequently had to recalculate the prices numerous time. She did so without making me feel that these multiple requests were a problem. I left believing that my photo was in good hands. Later I had a question & had Alex as my contact. He emailed me photos of my order using the moulding & my photo so that others could see the final choice. I was most grateful for as we know a photo is worth a thousand words. The quality of the staff in my case was outstanding. Rachel & Alex thanks for making an otherwise tedious task, simple & constructive. Mary Anne H. Hemet, CA read more

I had a print I needed framed inexpensively and Sean really fixed me up. It looked better than I imagined when all was said and done and it was fast and in my price range. I would go back to Sean anytime for help with framing. Dealing with him was a real pleasure. read more

After a bit of coupon confusion (and the salesperson needing to call corporate for clarification), all went smoothly. Nice relaxed environment, good prices, and a terrific selection of frames. Kudos to the customer service dept. as well. read more