I had dropped off two art pieces to be custom framed before Christmas. One was an original water color, unknown artist, unknown value, but I absolutely loved it, and felt it was time to invest in a good quality frame. The other was limited edition hand-colored etching, with a certificate of authenticity and artist's bio on the back of the original frame. The original frame and mat on this etching was pretty hideous, and did not do the piece justice, so, as with the other piece, I felt a new frame investment was worth it, but I wanted to be sure to include the certificate and bio with the newly framed etching. The associate, who helped me pick out perfect mat-frame combos for both pieces, suggested attaching a pocket to the back of the frame where the documents can be stuffed--a perfect solution. I left the certificate and bio with the associate because they were glued to the card stock that was part of the original frame, and the associate told me they would simply cut the documents out of the card stock. The associate noted these instructions on the receipt, a copy of which she gave me after I paid the full price for both paintings. I left Michael's, looking forward to January 2, the estimated time for completing the projects. I received a call on January 2 (as promised) from Michael's stating that the paintings were ready for pick up, so I drove up to Burlington on Saturday, so excited to see the finish product. The first painting (original water color) was beautiful--well done, good quality framing job. The etching was another story. The frame and mat looked great, but the pocket, and the documents it was supposed to contain, was not on the back, as promised. I pointed this out to the associate (not the original person who helped me with the order), and she, and I presume, her boss, went on a scavenger hunt looking for the documents while I stood waiting for over 30 minutes. They took apart both frames, thinking the documents were stuffed inside the frame, but they were not there. To try to compensate for this major mistake, the manager refunded me for both paintings, and offered many apologies. This doesn't do much for my disappointment, potential future lost value of my etching, or trust in leaving my beloved art pieces with strangers. In retrospect, since these were beloved art pieces, I should have taken them to Big Picture in Belmont, where the quality and service is consistently outstanding, but I was trying to save a little dough since I knew that the combined price for both would be steep, due to the size and work. My bad for skimping on my art! You may note that I do have some positive comments about my experience prior to today (help with picking out frame, project completed on time, framing job looked as I had hoped), but losing an important part of my etching trumps this experience, hence my 1 star rating. Advice (obvious in hind sight!): go with local framing folks who know what they're doing, and aim for 100% customer satisfaction. Go to Michael's to buy ugly fake flowers. read more