Give this place a pass
MirrorMate Frame – Buyer Beware. Not What You Order Is Not What You Get Here’s what you can expect: • They may change the frame dimensions you ordered—without explanation or notification. • Poor customer service when something goes wrong. • Frames made of MDF material, which does not tolerate moisture (even light dampness can cause swelling). I had previously ordered a frame from this company a couple of years ago with no issues. Knowing the product is made from MDF, I installed that one in a dry area. This time, I wanted a matching frame for a hall bath that sees minimal moisture and had just been redecorated. The measuring process is straightforward (or so it seems): A. Measure the mirror width (same applies to height). B. Add extra width so the mirror edge is covered. They recommend 5/8” per side (1 ¼” total). I chose 1/2” per side for a slightly tighter look. C. Enter the dimensions into their order form. Simple enough. However, there’s a new and poorly explained graphic at the bottom of the order form asking whether the mirror runs across the back of the vanity. Since mine does, I checked it. Here’s where things go off the rails: If you check that box, they may override your measurements and change the frame size—without telling you. I reviewed my order confirmation carefully. The dimensions, price, and style were all correct. No indication whatsoever that anything would be altered. When the shipment arrived, I followed their instructions: inspected the box, checked the frame components, and reviewed the invoice. Everything still showed the dimensions I had ordered. At no point—before or after delivery—did they disclose that the frame had been resized. After assembling the frame and bringing it to the mirror, it was immediately obvious: the width was short. Not even close to what I ordered. I contacted customer service within their required 3-day window. Their response? Since I checked that graphic, they assumed my mirror ran edge-to-edge and decided to cut the frame to mirror width—completely ignoring the dimensions I provided. That assumption is flat-out wrong. Not all mirrors are installed edge-to-edge, and more importantly, you don’t get to change a customer’s order based on a guess—especially without explaining it or notifying them. Even more frustrating, they continued to show my original dimensions on both the order confirmation and the invoice. Nowhere did they document the change they made. My position is simple: they made an error and should replace the frame with the correct dimensions. Instead, they’ve taken the stance that it’s my fault for checking an unclear graphic and have refused to make it right. End result: I’m stuck with a frame that’s useless for my application. Final takeaway: If you order from this company, don’t assume you’ll receive what you actually ordered. And remember—this is MDF, so moisture (even minimal) is not your friend. You’ve been warned. Proceed accordingly… or better yet, look elsewhere.