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:11/22/2024

  Type:Delivery 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.

  G&B Was hired by my son's preschool to take school pictures. On 10/23/24 we as parents were engaged to create an acct with G&B using gallery code ******** and pre-order to receive a discounted price as well as a free gift. On 10/25/24 I placed my pre-order for the amount of $89.00 order # ******* and was told previews would be sent within 2-3wks. The pictures were taken on 10/29/24. At that time we were told it would be 2wks for previews on 11/12/24 nothing was provided the preschool made contact and were told within that week we all would receive our previews. When nothing was received by 11/19/24 which was wk 3 the school began contact again and were told we would receive previews on 11/19/24. On 11/20/24 & 11/21/24 we engaged the school about our previews and they advised they attempted contact with G&B and are now on receiving any response, and we have not received our previews, our preordered products or any contact as to if and when we will, and these people have pictures of my child. I have logged into the acct i created and can only see my order and nothing else no status, no contact us, no previews the only thing i get is your previews will be ready 2-3wks from picture date. When the I attempt to call the phone just rings and rings.... no answer... I am not the only parent I have engaged with many others and they are in the same situation where it appears our money has been taken and our children's pictures are floating around somewhere and we have nothing...

  Business Response

  Date: 11/25/2024

  Thank you for reaching out and bringing your concerns to our attention.  We understand how important it is for you to receive your order and any related updates promptly, and we value the opportunity to address your concerns.   I do believe there has been some confusion.  We are not a proof program.  We are a prepay program which means that all orders are take prior to picture day.  Yor school has two picture days (10/29 and 10/30)  which means that your school's "job" is processed after the second picture day. At that time, it takes about 4-5 weeks for pictures to process orders, for images to be edited, cropped, color corrected, printed, packaged and shipped to your school for distribution.  This would mean they would ship between 11/27 and 12/4)   This is communicated to the school upon booking with us.   I did look at the status of your school's pictures and they are currently at the lab currently being printed.  In terms of timeline this  falls between the 4 and 5 weeks so you should be seeing those ship to your school shortly.  However, if a parent does not order ahead of time, then once the orders are shipped to the school all non-orders will receive a thumbnail print and a personal code to go online and order.  This may be the proof preview that you are wondering about.    We apologize for any confusion this may have caused and truly appreciate your patience as we work to fulfill your school's orders. 

  We do have a customer service line open M-F 8-4 for all parents, as well as an online chat and after hours they can send an email which is answered in 24 hours.  For your school, they have two in house representatives that are directly in contact with them. I have checked and your school contacts have been in touch regularly with their representatives.  I feel there has been some lines crossed or miscommunication.

  While you wait for your package to arrive if you have any questions or concerns, please reach out to G&B directly at ###-###-#### during our business hours.  We truly appreciate your understanding.

  Customer Answer

  Date: 11/25/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because: at no point was i made aware it was 4-5wks when i log into the account i created it clearly says images will be available to view and purchase in 2-3wks not 4-5wks.  So to me this is false communication and i have attached the communication that says 2-3wks from picture date, they requested/suggested pre-orders, once the pre-orders were done the alert i have attached is given at no where in the alert is it communicated 4-5wks it says 2-3wks from picture date if picture date is 10/29, 3wks would be 11/19.  So i feel the miscommunication was on nobody's behalf but the picture company, they should not have set an expectation of 2-3wks and not be able to deliver in the time frame in which is set especially when money is provided upfront.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 11/26/2024

  Your digital images are ready and were sent to your email address on 11/20 which is 3 weeks from your picture day.  Please check your spam box as it comes from a "******************* sender.  If it is not there please call customer service ###-###-#### between 8-4

  Customer Answer

  Date: 11/26/2024

  
  
  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 business should make better efforts to be clear on the delivery as it was very unclear they would be coming from a completely different name.
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:12/04/2023

  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 ordered 2 different pictures to be send to me via text. Never received one of the pictures. Never heard back from the company if they are going to refund money for the picture, neither if they are going to send a link with ordered picture. Called multiple times on the phone provided on their website - it is’s been disconnecting after an hour of wait. Their live chat redirects to the portal to leave a message. Left a message multiple times. Never received the ordered picture. They kept sending me only one, but not the second! Unacceptable service!

  Business Response

  Date: 12/04/2023

  This parent ordered a photo from 2019, which we no longer have and a photo package from 2023 which we do have.  Since we no longer have the 2019 image she did not receive that package. She did receive the photo from this year.  A refund has been issued for the 2019 picture that she ordered this year.

  Customer Answer

  Date: 12/11/2023

  Received a refund! I wish the company provided a better communication between customer and them (a quick as after the complaint was filed)! Thank you BBB!

• Initial Complaint

  Date:11/29/2023

  Type:Delivery 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 ordered school pictures for my son through G&B's website on 10/05/2023. order confirmation #********. He didn't receive a package when photos were distributed to his school, so I called customer service on 11/17. The agent I spoke to said there was an error, his pictures were being printed and mailed directly to our home. We were told the pictures would come within a week. It has now been two weeks and we have received nothing. I have called customer service again multiple times and nobody ever picks up the line. I have also opened multiple tickets with their online help form with no response.

  Business Response

  Date: 11/29/2023

  The customer has been responded to this morning as her  last email came in after business hours yesterday.  Yes we do say 1-2 weeks however we did have a holiday in there and were closed for 2.5 days.  The lab status says they are printing today so they should be packed and shipped out this week.  We also refunded the customer her order cost to her original payment method.

  Customer Answer

  Date: 11/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  Better Business Bureau:
  
  There were multiple attempts to contact the business, not the singular attempt "after business hours yesterday". I received a response from the business after I was informed my BBB complaint was sent to them. Yes there was a holiday, but my original contact with the business regarding this matter was 6 or 7 days prior to said holiday. I was told on that phone call the photos were in the process of being printed. Clearly that was not the case. Their email to me today claims the photos are in the process of being printed. When I receive the photo package I will be happy to close this complaint. There is no need for refund, I just want the photos of my child that I paid for. 
  
  Sincerely,
  
  ***** *******
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 11/29/2023

  We have refunded the customer and we tracked the status of the order which is at our lab. We have requested a rush on the order once printing, QC and packing are complete.

  Customer Answer

  Date: 12/02/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:11/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  My daughter handed the worker at her school her order form with cash enclosed for a school picture. Something happened and they lost this form and the cash. Upon speaking with someone, they are acting as if we are lying or incorrect. My daughter, indeed handed the person employed through this company her form and the cash on picture day.

  Business Response

  Date: 11/27/2023

  We understand the importance of your order and we deeply regret any inconvenience this may have caused.  We have gone through all of the physical order forms and we do not have an order for this child.   We understand mistakes happen and we are offering a complimentary package.  All the customer needs to do is call our customer service agent M-F 8-4 and let them know which background you would like and the complimentary package will be ordered.

• Initial Complaint

  Date:07/07/2023

  Type:Delivery 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.

  Order placed on November 24, 2022 with email confirmation and card charged immediately. Order number *******
  
  Multiple emails send to their email address (************************). Filled out their email form on their website (******** ******************** with no response. Multiple calls made but placed on hold and then dropped each time. We just want our product or a refund. It is unacceptable to not respond.

  Business Response

  Date: 07/07/2023

  To whom it may concern,

  Mr. ***** ordered a digital package.  This package was sent to his email on 4/10/23.  Many times these end up in spam folders, so if he could check there that would be great.  I have attached a screens shot of the confirmation of this being sent to the email.  Mr. ***** can also go to our website and chat with a representative as well.
  

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the aforementioned delivery was never received and we have no record of it.

  Our request is that the digital package be resent so that we can download it, at which point we will consider this matter resolved.

  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 07/11/2023

  Here is the link again for the pictures for you to download.  ***********************************************************************

   

  Customer Answer

  Date: 07/12/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/01/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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 ordered pictures for my son 9/2022. I never received them. In October I called and G&B told me then never took a picture of him yet they took my payment. I called the school the school said G&B put my minor childs picture under another studnets ID but the pictures never came to the school. The school then attempted to contact G&B and I still do not have the photos.

  Business Response

  Date: 01/03/2023

  **** ******* **********

  
  We received a letter in the mail today from BBB.  It stated that you have made several attempts to reach out, yet this is our first communication that we received.  I do want to note that this letter was addressed to ******* ***** – she was an employee who was let go 5 years ago.  The company is owned by William Aninowsky so please update that information.

   

  In regards to the complaint ID ******** from ******* *****.  She did call in regards to her order and I am attaching the email where we approved a full refund of her order.  I am also attaching a copy of the refund confirmation. 

  If you need further information please reach out directly to me.

   

  Order Action Log

  ·        

  #	Action	Time	By	Additional Data
  1	Stripe Charge	Sep 06, 2022 - 06:19 PM	System	Amount: $75.00
  2	Stripe Refund	Dec 01, 2022 - 04:26 PM	Company User	Amount: $75.00

   

   

  Fro** ******* ******** *************************************
  ***** ********* ******** *** **** **** **
  *** ******* ********
  ******** ****** *** ****** ******* * ***** ********
  
   

  Hi there. Can we process a refund for this order? I made the corrections (image swap) but did not get the order re-placed so now she would like a refund. Ali is aware.

   

  Thanks

   

  Jessica M*******

  Account Manager

  G&B Photography

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