A Letter To Our Frame Customers

A Letter To Our Frame Customers

Since 2006, Design Aglow has been committed to offering a high quality experience to support the photographic community. We believe one of our greatest responsibilities is to execute excellence in all of our products and services.

In 2013, we added our Frame Line to the site. As in everything we do, we strive to go beyond the norm and support photographers with resources to increase their bottom line with affordable, modern and sellable framing options.

This year we have been struggling with frame issues beyond our control that have been extremely frustrating to not only you, but to our entire team as well.

In January, our manufacturer made the decision to move their production facility overseas. Despite being promised that quality would remain excellent, we have unfortunately been disappointed to find this has not been the case.

Over the last few months, a lack of said quality control has caused issues to spike, especially with larger sizes. We have gone from a 1% damage rate to 10% and we feel we can no longer rely on our manufacturer for the consistent level of excellence we (and you) demand.

Many of you have told us about changes you would like to see. Thank you. Here’s how your feedback has affected our direction:

PROBLEM #1

Glass is too heavy and breaks during shipping. The weight of real glass makes delivery awkward and costly. 

SOLUTION

Although frame-grade acrylic is much more expensive than glass, we agree it is more modern and practical. We will be replacing all glass with frame grade acrylic with no price increase.

PROBLEM #2

White and black Sellwood frames have several issues. Because they are laser cut, Sellwood (seamless) frames aren’t available in large sizes. They are made of recycled materials rather than real wood. The flat finish shows marks and scuffs.

SOLUTION

Sellwood frames will be upgraded to real wood mouldings. They will include a finish coat to prevent scuffs and damages. Larger sizes will have a slightly larger profile (width) for a more balanced feel.

* There will be no changes to the hardwood Hawthorne and Laurelhurst styles.

PROBLEM #3

Backing system is not ideal. You have told us our clip system feels unprofessional, confusing, and is difficult to hang. You dislike the plastic easels. You also want all backing boards to be one color, black.

SOLUTION

All frame backings will be black. The clip hardware will be changed to a traditional, simple tab system. Frames 8x10 and smaller will include a traditional swinging board easel, which can be removed for wall hanging. All frames will have sawtooth hangers installed for both vertical or horizontal displays. Large frames will have two sawtooth hangers mounted for stability.

Please know we are working tirelessly to bring our frame experience back to the level you have come to know and expect over the past few years, starting with returning our manufacturing back to the U.S.

We plan to offer our current frames through the end of the year and then make a seamless transition to our US facility in mid-January. We should have little to no downtime and our current manufacturing partner has promised all stock will remain available for you in the meantime.

Thank you again for your understanding and support as we address and work through these issues and transitions. We look forward to moving forward with new improvements for you and your clients!

Please contact us if you have additional questions.

All the best,

Design Aglow




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