I'm a local artist in Joshua Tree who exhibits nationally. After five years of living here…read morepermanently, I decided to try Plaza Art & Frame for five of my 23 x 30-inch watercolors--a size I regularly work on. I was hoping to match some older frame jobs I had that float without a mat in a nice maple frame. I've been framing them this way for at least fifteen years. I even brought one of them with me in my car in case I couldn't explain myself clearly.
I came in and met Nancy, who was friendly and willing to help me. Other than her calling me "Hon" a bunch of times (which may offend certain people like me), things started smoothly. But when I began to tell her what I wanted, she said the paper I used was much too heavy to frame floated because it would fall down quickly. I told her that I knew there was some way to do it and brought along one that was already framed, and she was welcome to take the backing off to examine it. It had been in its frame for twelve years. The paper has never fallen. She was not interested in looking at it. She said she'd been in the frame business for thirty years and floating paper that heavy doesn't work, and they would look better matted anyway. I tried to explain they needed to match the others, but she was not willing to frame them.
About a year later, I needed more than a half-dozen pieces framed, all different sizes, and this time, with mats! I wanted a simple maple frame again, and since they're watercolors, I wanted the usual UV glass. On this visit, I met Lance. I truly liked him, as he seemed to know his stuff and gave me an extremely thorough estimate, using the largest of all of the pieces so as not to underestimate. He got me to get non-glare, too, showing me the differences in some samples. He wrote it down on one of their invoices, and I said I'd come back on another day.
When I returned, Lance was in the back having lunch and Nancy was there, and wouldn't you know it, I forgot that invoice with the estimate written on it! Dang it...I told Nancy, I'd have to deal with Lance, not her, because I forgot the paper. She kept trying to help me anyway, but I kept insisting that he knew the job already. "But he's at lunch right now!" She kept saying, "I can help you." Lance must have heard us snipping and came out. Then, they both helped me. Both Lance and I told Nancy what I wanted, and she wrote it down. Both Lance and I remembered the exact price, even with the tax and change.
When I came to pick up the job, the glass on all the frames was not UV or non-glare. I mentioned it, but Nancy said, "You said 'clear!'" But I never said that. I said, "Even Lance knows I wanted non-glare..." and so started an unbelievable eruption. She blamed me for not bringing in the paper and yelled at me about some fantasy how she ASKED me and I answered that I wanted clear glass. (Never happened!) I said I'd pay for their mistake (because I really hated this conflict we were having, and I still wanted to have a local framer for my art). But I wouldn't frame a stinkin' cockroach there. She was so mad because the price skyrocketed to change the glass out, even though I was the one paying for it. Luckily, I came back in before I drove away just to make sure she knew it was UV glass, and her head nearly exploded. "NOW you want UV, too!!!!??? Oh my god!" I told her, I always wanted UV; it's watercolor!" That's when Lance came out, more angry than she was, and threatened not to do the job at all! I couldn't understand what I was doing wrong by paying the difference and paying them to do a job. I didn't argue about who was right or wrong.
By then, it was extremely pricey because of the labor to pull apart the back, cut new glass, etc. (even though you pay for the labor when you order ANY glass from any framer). I didn't care. I just paid it, and got blamed. And they lost a good and loyal customer for life. At least I don't have to hear (over and over) how they both have been working in the frame business for "forty years." I thought it was thirty, but I guess it went up a decade because they were so irate. Now that it's forty, they match how long I've been getting my art framed. I should have mentioned that. Ha!
To be fair, I've seen their work, and it's precise and professional. I also think their prices are fair to good under normal circumstances. But they will only be nice to you when the mood strikes them. I've experienced them when easygoing, and I've experienced the opposite. So, be forewarned.
