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Fallbrook Picture Frames

5.0 (7 reviews)
Closed • 10:00 am - 5:00 pm

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Super Frame & Art + Neon

Super Frame & Art + Neon

(23 reviews)

$$

Good quality, great service. Job was completed ahead of the timeframe quoted and I was very…read moresatisfied with the work.

**** PLEASE READ BEFORE DOING BUSINESS **** My wife and I…read morepurchased a frame from this store in late April of this year (2022). The frame turned out beautiful and was exactly what we were hoping for. Unfortunately, the frame fell off the wall after hanging for approximately 3 months. This happened while my wife and I were out of town. The people that were watching our home for us every two weeks walked in and found the glass shattered on the floor. It didn't take long to see the cause -- one of the screws that hold the metal wire to the frame had pulled out of the frame. My wife called and left a voicemail on 9/21; that call was not returned. We called again today (9/23) and after explaining what had happened, we were told we should speak with the manager. The person who took the phone stated they were the owner. My wife kindly (it truly was very kind -- we were not upset -- we were just hopeful to get the frame replaced, which felt appropriate given the circumstances) explained what happened and the response was very cold. During this call, we were told that they would not do anything to replace the frame. We were further told that it must have been our fault because there is no way the screw would come out without any external force. The owner told us that maybe the frame was hung on an angle. They then stated that maybe it was an earthquake because they happen all the time here. I asked why every other frame in my house is still on the wall? If all the other frames (some larger, some smaller) are still holding, why didn't their frame, unless there was something wrong with the workmanship? We offered to send the photos (attached to this review) so that they could evaluate and determine if they agreed that it seemed something was amiss with the frame or if it was potentially defective in some way. We were told that a picture could not tell them that and not to bother sharing photos. The owner asked me, "So what should I do? Every time someone calls and says the frame fell off the wall, I should just replace it?" I said, "That depends on whether or not the cause is a defective frame." Later in the conversation, the owner stated that they have never had a complaint about any of their frames, in seven years. This really makes me wonder; if you have never had anyone complain about your product breaking, then why are you concerned about having to replace a frame every time this happens? Multiple contradictions, very rude behavior, and an owner that doesn't stand behind their product. Three very good reasons not to do business here. The other reviews that discuss the rude store staff are also accurate. We encountered that when we purchased, but since it's a boutique-type store, we wrote it off as just an employee having a bad day (twice). As an aside, when we first found out what happened, we thought it might be one of our custom frames from Michaels (purchased only a few days from the one we got from here). We called Michaels to see what we should do, and the first question we were asked was, "Is the picture ok?" They were concerned about the artwork first and the frame second. At no time during the phone call with Super Frame were we asked if our artwork was ok. So very disappointing. If this is your industry, you should care about the artwork you're framing. Michaels also stated that their guarantee would cover remaking the frame at no cost and they were so sorry we had to deal with this. Now we wish we'd purchased this frame from Michaels as well. We thought we'd purchase a more "high end" frame from a local custom framing store instead because it was for our wedding painting, which was the most important to us. Big, costly mistake. PS: I state "the owner" because I believe they gave me a false name (Sean Choi). The name under which the business is registered (Kim Gil) is different from that which was provided on the phone. Maybe I should have asked before they knew why we were calling.

Fallbrook Picture Frames - framing - Updated May 2026

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