Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first ordered and paid for a photo package ($214.70) on June 12th, 2024. I waited and inquired a few times over the summer and they kept saying it's coming but blamed their own personal issues for the delay. Finally on September 11th I finally got the package, but an item was missing and the photos were really poor quality. I emailed them on Sep.12th to let them know about the missing item and got no response. I emailed again over a week later asking for a refund for the missing item and they replied immediately no refunds, but did not even attempt to address the issue that I was missing an item. I emailed again several times with no response. I finally posted a review of the company on ******** and ****** on Oct.5th and they immediately replied publicly that they were in the process of reprinting my entire photo package, but they never replied to me directly and I still haven't received anything. I've contacted them twice since that public reply was issued and I get nothing in response. At this point, I feel as if they've just taken my money and have no intentions of fulfilling my order.

  Business Response

  Date: 21/10/2024

  Weve had a situation with a client who was missing a sheet of wallet-sized prints in their photo order. As soon as we found out, we let them know we would reprint the missing sheet and contact them when it was ready. To go the extra mile, we reprinted the entire order and added a few extra photos. The reprinted photos have since been delivered to the dance studio for pick-up.
  
  
  This past year has been especially difficult, with three losses in our immediate family, including my brother. Throughout that time, we communicated openly with all of our clients, posting updates about potential delays and later expressing our gratitude for everyones patience and understanding as we got back on track. Unfortunately, this client wasnt patient or understanding. Despite our reassurances, she chose to publicly criticize us on social media and continued to harass us while we were resolving the issue.
  
  
  Even so, we reprinted everything for her, going above what was required, and ensured she got more than she originally ordered. Weve always been upfront with our clients, and until this summer, weve never had issues like this. Its disappointing, but we handled it professionally and ensured the problem was resolved.
  

  Customer Answer

  Date: 21/10/2024

   
  Complaint: 22448977
  
  I am rejecting this response because:
  

  The company NEVER responded to me to indicate that the missing pictures were ready for pick up. Had they done so, I would have picked them up and gladly never contacted them again. I still do NOT have the pictures and only once I have them will I be satisfied. I was never contacted about the reason for the initial delay, it was only in August when I first inquired about the order that I was informed of the reason for the delay, which I accepted so to say that they contacted everyone is false. It was once I received the package and a part was missing did I contact them asking for it to be refunded or supplied and they refused a refund and did not offer to supply the missing piece. They even just ignored my initial email about it and I had to send another one 2 weeks later to be taken seriously.

  Emailing a company to find out when the rest of your order will be ready is not harassment. Leaving an honest review of my personal experience is not harassment. I left the review after trying to get the situation fixed for almost a month with no replies from them. That's completely unfair to accuse me of harassment because I wasn't happy that a part of my paid for order was missing. I guess they expected me to just stay quiet and **** up the fact that I didn't get what I paid for, but that is not ok with me and shouldn't be ok with a legitimate business. Their response is incredibly upsetting, trying to avoid all blame for their error and trying to make me out to be an evil person. All I asked for was to get what I paid for 4.5 months ago, not 80% of it, 100% of it and they continue to try and blame me instead of accepting responsibility and making things right.

  Sincerely,
  
  ******* Vanclieaf

  Business Response

  Date: 13/11/2024

  Good evening,

  I just wanted to let you know that the matter was resolved.  We sent them reprints and extra photos.

  We have not had any problems with anyone else from this studio.  This client took a missing sheet of wallet prints to the extreme even though we did reprint and gave more than was ordered.

   

  We do consider this a closed matter because of what I just mentioned.

  Customer Answer

  Date: 14/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The fact that they continue to blame and degrade me in their responses rather than just apologize and accept responsibility for messing up an order just proves my point. I wish them the best of luck in the future and am happy to be done dealing with them.

  Sincerely,
  
  ******* Vanclieaf