Frame The Game Omdömen 29

I had placed an order of a tshirt, till date it is not dispatched and on shiprocket it is showing tshirt is not provided to them

I placed a larger order with FrameTheGame with a total value of almost €1,000, and at the beginning I was very satisfied with the concept and the initial communication.

Unfortunately, significant issues arose later in the process. A package I sent containing three high-quality football special edition shirts with a total value of over €300 was marked as delivered according to DHL, but was subsequently lost during further handling. What was particularly problematic is that I was initially confirmed multiple times that the shirts had arrived, and only around one month later it was noticed that they were allegedly missing. This was very confusing from a customer perspective and made the situation unnecessarily complicated.

The subsequent clarification with DHL was therefore time-consuming and required considerable effort. However, I would like to highlight positively that FrameTheGame ultimately acted cooperatively:

The full order amount (almost €1,000) was refunded.

After further discussion, the full invoice value of the lost shirts (over €300) was also reimbursed.

That said, the path to resolution was lengthy and required a lot of personal initiative, repeated follow-ups, and patience. While the communication was generally friendly, there were clear organizational issues (e.g. delays, technical problems with refunds, and the late discovery of the loss).

Conclusion:
FrameTheGame ultimately resolved the issue fairly, which I appreciate. However, there is clear room for improvement in internal processes, particularly regarding incoming goods handling, tracking, and timely communication. With better internal coordination, this case could have been resolved much faster and with far less effort for the customer.

Overall, I’m grateful that Salma ultimately made it possible for this to still be a positive buying experience.
While I was not satisfied with the initial condition of the shirt and the frame due to several quality issues, the exchange process was handled well, and in the end, a solution was found.

Now I can finally look at a beautiful shirt the way it deserves, and I’m genuinely happy with the Dutch Trio piece I have today.

That said, I would strongly encourage a closer focus on quality control. Only truly passionate fans are willing to spend this amount of money on a shirt like this, and it’s important not to forget who these pieces are made for and what they mean to the people buying them. For fans like me, these shirts aren’t just products, they carry emotion, history, and pride.

In the end, I’m happy with the result and thankful for the support.

In het afgelopen jaar nu 5 shirtjes laten inlijsten door FtG los van het feit dat het super netjes en mooi is, word er heel fijn meegedacht over de details en hoe jij het wilt hebben. Een echte aanrader 💯

I’ve been a loyal customer of Frame the Game, having ordered four frames in total. This latest experience, however, has left me utterly disappointed, exhausted, and questioning the reliability of the service I once trusted.

This shirt holds immense emotional significance for my family. It commemorates a very special occasion. That’s why I went to great lengths to send the shirt and personal items from Hong Kong to the Netherlands to be framed — believing they would be in good hands of a professional team.
📐 Dimensions Ignored Despite Early Confirmation
I provided exact measurements and even photos of all personal items well in advance. On August 1, the sales representative confirmed that my planned layout—with the “Happy Father’s Day” cover, letter, plate, and ticket—was feasible. Based on this confirmation, I proceeded to ship all the items from Hong Kong to the Netherlands, trusting that the design had been properly reviewed and approved.
Yet once the items arrived, the representative dismissed the plan as a “misjudgement” on his part. This abrupt reversal makes me seriously question whether they ever truly reviewed the dimensions or simply gave a premature confirmation without proper checks. It left me hanging in the air, with irreplaceable items already overseas and no clear path forward.
🎨 False Customization Options
I enquired about a customized background featuring the Tifo of my beloved team, assuming the €150 service fee would include genuine design flexibility. Instead, I was told this is not possible and I could only choose from pre-existing options previously offered to other customers. This felt like a missed opportunity for personalization and a letdown given the premium nature of the service. In the end, I had no choice but to settle for a plain background—far from what I had envisioned.
📞 Total Breakdown of Communication
The communication throughout has been exhausting and a total breakdown.
I clearly stated as early as July 31 that I wanted a brass plate. Yet, on September 8, the mock-up design showed a silver plate. I reiterated my preference twice via email that same day, and still, on September 9, I received an email bizarrely asking, “The colour of the plate you would like is Silver or Brass colour?”
At some point, the communication became so disorienting that I genuinely began to question whether I had failed to express myself clearly. I found myself re-reading my own emails just to confirm I hadn’t made any mistake. It’s hard not to feel like the sales representative was either deliberately sabotaging the process or simply ignoring my messages.
Although a 15% discount was offered as an apology for the dismissed layout plan, it was—unsurprisingly—not reflected in the final quotation and payment link. I had to chase this again myself to ensure it was applied. These repeated lapses in attention to detail and disregard for prior communication and promises have completely worn me out.

💸 Shipping Cost Discrepancy
Shipping was inexplicably quoted at €233—nearly double the consistent €120.80 I’ve paid for previous frames to the same address using the same DHL service. I flagged this immediately and still had to chase the sales representative twice to get it adjusted—first to €130, and then finally to the correct €120.80.
The explanation I received was that he was unaware of the discrepancy caused by “the system.” But again, this is a standard shipping service with a known cost, and I had already pointed it out. I simply cannot understand why it took three emails over several days just to get a basic correction. This kind of back-and-forth for something so straightforward is fully frustrating.

🧾 Final Thoughts
The process has been unnecessarily stressful. Based on this experience, I can no longer recommend this service with confidence.

My order was taking a little longer than I'd hoped but Salma from the support team reassured me that my order would be fulfilled. It came well packaged, supplied with the certificate of authenticity, and is proudly displayed in my home office.

I didn't receive my order and it was eventually cancelled.

Very disappointed. Ordered a signed Heung Min Son jersey on 6th August 2025 after keeping an eye on it for months prior. Contacted them on 21st August to ask why it hadn't been dispatched yet and was told that there had a been a delay with dispatching it due to the company moving offices. I was then told to expect my order to be dispatched the following week. Only to find an email on the Monday morning telling me that they were now out of stock and could no longer fulfill my order. Incredibly disappointing and poor organisation.

Amazing job just as expected and great customer service!

Really disappointed with this company. I purchased a framed and signed Son shirt on the 5th August via the Tottenham Hotspur shop website, the email confirmation stated the shirt would be sent in between 5-10 business days. The money was taken and I did not hear from the company until I contacted them on the 21st August asking where my order was. They replied to say they had been sorting my order but the delay was due to them moving offices and that the shirt would be sent “by the end of the week”.
I noticed that a couple of days ago the shop showed the Son shirts as “out of stock” but I was not concerned as I had ordered mine weeks ago and had confirmation from the Frame the Game team it was about to be on its way to me and at no point had they suggested they were not going to be able to fill my order. 25th August I receive an email saying the shirt is now out of stock and the order cannot be fulfilled, they cannot send an alternative son shirt as they are out of stock to. If this had happened within a few days of ordering it would have been annoying but understandable. However, to wait 20 days, be told by the company it’s on its way and then be told I won’t be getting it, is at best poor customer service and is unacceptable.
They have said they’ll let me know if they get new ones in but I suspect this is unlikely now the player has left the club and I am not confident I won’t be put in the same position again.

Excellent support service
We had issues with the length of time it had taken for our Frame to be delivered , but each time I emailed the support services they were so very helpful .

Not received the signed shirt. No update from FTG.
Not happy.

Great company to work with. They are very responsive and handling of the order went very well. After 3 months, there was a slight issue with the frame but this was solved very professionally and fast. Great customer experience and totally recommended!

Extremely well packaged, fast delivery and fabulous item. My Son was absolutely delighted with his birthday present.

Super! Lijst was goed ingepakt en snel geleverd zonder beschadigingen. De lijst is ook van mooie kwaliteit.

Received a lovely framed Son shirt from yourselves.
Prompt delivery and very well packaged.
Extremely pleased with my purchase.

Fast shipping and well packaging! Also I like the quality of frame!

Jari Litmanen shirt gekocht. Deze werd netjes en snel afgeleverd. Heel tevreden.

Very unimpressed to be issued with a further shipping tax from DHL before delivery. Why was this not clearly shown in the costs??,!!!!