Amy Nathan

I will NEVER order direct from this company again. On June 12, I purchased a pair of Leather Rouge pants for a total of $1,706.02. They were delivered on June 17, and because they did not suit me, I returned them immediately via FedEx the very next day (June 18). FRAME’s warehouse officially received the package on June 24, and I received an automated email confirming receipt.FRAME’s official policy states that refunds are processed within 5 to 7 days. When I followed up on July 1, customer service told me they were "running behind" and completely refused to give an ETA on my refund. I emailed again on July 3 to demand my money back, stating that internal delays should not impact their stated consumer policy. As of writing this, FRAME has entirely ignored that email.It has now been two weeks since they took possession of the returned merchandise. They are currently withholding both the product and my $1,706.02, and havent bothered to respond to my second email requesting a refund. For a luxury brand charging these prices, ignoring customers and holding thousands of dollars hostage is completely unacceptable. I have been forced to file a dispute with American Express and report this to the FTC.

Avoid this company at all costs. Their shady billing practices are beyond frustrating. I spent nearly an HOUR going back and forth with what felt like either the most clueless customer service rep alive or an actual robot, just to report a missing product. Only after demanding escalation did a senior agent step in and fix the problem in under five minutes — which proves they could’ve done this from the start.

The missing item was worth about £50 (roughly $60 USD). A tiny cost for them, but instead of making it right quickly, they dragged me through nonsense and wasted my time. Short-sighted doesn’t even begin to cover it. If they had just refunded me immediately, I would’ve stayed a loyal customer, happily spending hundreds more. Instead, their shady tactics killed any trust I had.

Now? I’ll be monitoring my credit card like a hawk and warning everyone I can: steer clear of this company. They don’t value their customers, and they definitely don’t deserve your business.