I've used Fracture several times in the past with zero issues and was very happy with them UNTIL the order I placed last week. This latest order experience has been truly awful! I placed an order for a glass print of the drawing I did of my grandfather to send to my aunt and uncle in Europe. When the glass print arrived there yesterday, I received an angry and rude email from my aunt and uncle demanding an explanation about the photo of a man printed on glass with the name "Udelio 2022" on it stating "What is the meaning of this? We are not interested in this and we cannot believe you sent this to us! We don't want this!". That was not what I ordered and had sent to them, and my aunt and uncle were clearly VERY offended by whatever image they received from Fracture yesterday. I immediately talked to Fracture by chat because they do not have a Customer Service phone number and the Fracture representative immediately apologized and told me they would send out a free replacement of the glass printed copy of the drawing of my grandfather. When I check last evening I saw that there was a UPS tracking number produced and that they are sending the replacement free of charge UPS Worldwide Expedited. They did not bother to send to me the tracking number for the replacement, I just happened to see it when I logged in to check on my account. They do awesome prints on glass, but do not trust them to send the correct image to the correct recipient. This entire situation has caused friction between me and my relatives for a mistake I was not responsible for and caused a lot of tears on my end. I realized that Fracture is trying to make things right, but the damage is already done...and at this point, I wish I had never placed this order at all and I will never send one of their prints to someone as a gift again. Fracture did not offer a discount on the cost of the original order or anything and they messed things up between me and my relatives. I will never order from Fracture again after this.
Tip for consumers:
If you intend on sending a glass print as a gift to someone, please have Fracture send it to you first so you can make sure that it is not someone else's order inside your recipient's box. It's better to check it and then send it to the intended recipient yourself than to have them receive someone else's order. Fracture sent my aunt and uncle someone else's print, not the one I ordered, and they were VERY offended by the photo content!