Nice frame, print itself leaves more to be desired

The frame is lovely, but my print came looking very washed out and desaturated. Additionally, even though it did not show this on the mockup, there was a gap on the top and bottom of the print as it did not fill the entire matte area. I would gladly upload the correct ratio if they would tell me what size it needs, but that was not offered. I trusted the mockup but correct but that wasn't true to life either.