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:09/27/2024

  Type:Product 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.

  on 9/12/24 i paid Lasting image photography $128.68 for my daughters cheer photos. I received the photos 9/21/24 the pictures were terrible quality. the magnets with the photos were peeling from all edges, the keychain had a chip in it and the bag tags were off center and scratched as if they weren’t new. the packaging wasn’t damaged it was a quality/printing and cutting issue. I immediately opened a customer report complaint on 9/23/24 i was told to send the pictures back and i asked for a shipping label she instead gave me the address, i explained i’m not paying for a shipping label due to her mistakes. i sent in pictures of all the damage. she then didn’t respond and finally responded9/26/24 telling me to meet her at the middle school to hand over pictures which i could not do. also she said im not allowed to scratch out my daughters face which is uncomfortable. I then asked for a refund and im being told she had messaged me that she is not paying shipping flat rate fee and that she had already told me that (which she didn’t i have all communication) and insisted i meet her to drop them off. i’m not wasting my time, my gas and going to a school my child doesn’t belong to, to fix her mistakes. She has been unprofessional and after reading more reviews i’ve seen the same issue. I was informed i should be allowed to scratch out my daughters face for privacy reasoning and she’s refusing which just seems odd. but more importantly im not paying to send back pictures that she damaged. i’ve wasted enough time waiting for these pictures to hand out to family, i wasn’t offered any discounts im just expected to pay out of my pocket for a refund or better pictures. So unprofessional.

  Business Response

  Date: 09/27/2024

  Hello,

  I have attached all correspondents with ** ******. This complaint was brought to my attention and I started the day I received the communications to get her products reprinted and fixed. I work with a lab in a different state and needed to let them know of the complaint and show them the images that I was sent. I asked her to send the images back so I could see them first hand and not just from a cell phone pictures. I work hard to work with customers who are unhappy with a product or image. I tried to explain to her I am a small business and work out of my house. I told her I would contact my lab right away and get the working on fixing the damaged items. I also explained in a future email, this takes a little time and can not be correct in a day. There are production and assembly and drying time. And then shipping to her will take a few days. The replacement images were sent out yesterday 9/26 and should be arriving on 9/28 or 9/30 via ****.  I received the tracking number today, but had not had the chance to send it over to her yet.

  I tried to get a shipping label to send to her, via the **** site. The only labels I could have gotten were Flat Rate labels. These would have been multi times the cost of first class mail and she would have need  the flat rate box also. I have spoken with the local **** office multiple times about not being able to print standard label from the online site. They know this is an issue, but can not do anything about it. Do to the label issue, I let her know I would be in her town one evening and asked if she would meet me to hand me the products. I thought this would alive the issue of post office, and the chance that a stranger my get her daughter's images.This was by no means to put her out of her way or waste her gas. The school I suggested was just were I was going to be. i would have met her someplace closer to her home  or convenient  for her.

  I completely understand how scary some people in the world are and my company does everything it can to protect images and access to the images. 

  I explained why I wanted the images back and why I asked for the photos first. I told her I understood that she wanted her daughter's pictures destroyed and not just thrown in the trash. I promised her that I would destroy the images when I was done with them. I offered her a refund, but also stated that I wanted both orders back prior to the refund being issued and that the products were as she received them. Not shredded or defaced. I would take care of  destroying them. I pride myself my customer service. I have had product issues in the past and have had the items replaced  or refunded. As for her having to pay the shipping for them to comeback to me. In the past, customers have not had an issue sending them back to me for less than $2.00. My apologies if I offended by asking her to pay for the shipping.  Or I have given them the option to meet with me, normally close to where they live to hand me the items. I feel if you are unhappy with a product and want a re make or refund, then you should not be able to keep the items in question. She stated that I did not even offer to compensate her for this inconvenience. I had the items remade and shipped as quickly as my lab could. And if I would have been able to get to the point of her getting the replacement items, I would have apologized one more time for the inconvenience and given her a coupon for a future order. But I did not get the chance.

  ** ****** stopped responding to any emails I sent out. I was polite and professional through out all the communications with ** ******.  I found this BBB email in my inbox this evening. I would like to resolve this issue. I hope the information I have supplied and is helpful for you to make your decision. If you have any other questions or need any other information from me, please let me know and I will send it over.  Again I take pride in working with my leagues and their families and try very hard to make my customers happy. 

  Customer Answer

  Date: 09/30/2024

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

  Again, I’m not being held responsible to pay for shipping on an item that was terrible quality  not due to my fault. She now responds “other families have not paid more than 2$ comparing me to other families maybe i don’t have an extra 2$ to spare. I have already spent enough i don’t have money to just keep tossing out.  I had asked for a refund 9 AM on September 26 and then she had told me that she conveniently shipped out my item so I cannot receive a refund until I ship both packages back. Which again I’m not paying for one package never mind two. I didn’t receive any sort of discount or compensation for her screwing up my items I now have to wait an extended time for pictures while everybody else gets to enjoy theirs. The only compensation I got was let me fix this, which is what any person would actually do without question there is no sort of compensation.. also, I spoke with the other moms and the coach Which we all agreed to protect a minors identity I should be able to block out or scratch out my daughters face. It does not cover the quality of the rest of the picture. It is a small face on a very big image. I do not grant anyone permission to have my daughter’s pictures. She is six years old and I’m trying my best to protect her. I don’t understand why this company is so adamant on keeping her face intact when the quality is on all of the image not just her face especially the sides were the biggest part which doesn’t even have her face.. This makes me feel very uncomfortable as a mother that she’s very persistent on keeping my daughters face.. I have no problem sending back these pictures because they’re of no use with their quality, but I am not paying for shipping on two packages. Clearly there have been multiple complaints about the same issue. This company seems like a scam because they charge you $140 for horrible quality, you ask for a refund and then they ship out more pictures and then expect you to pay for both to be sent back. I am very unsatisfied and disgusted with this customer service. I shouldn’t have to go out of my way to fix their mistakes. They should be willing to correct their own errors and offer compensation and at the least free return shipping. I have already filed a complaint with the cheer coaches to reach the board and i will be submitting this complaint and as many as i need to, in order to assure this doesn’t happen to other families. With the amount of dissatisfaction i’ve seen i wish i had known before time, the schools need to find a new company to use this place is completely unprofessional.

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

  Business Response

  Date: 10/04/2024

  I don't appreciate being accused that I "conveniently" was telling her that replacement order was coming. I told her the first day that I would start the process to get the damaged products replaced. I told her I would like pictures of the damage to start the process with my lab and then asked her to ship the items back to me. I wish my lab could fix issues in the blink of an eye, but I live in the real world and it takes time to replace products that need to be made and assembled. She keeps bring up being compensated. My first priority is to get the damaged products fixed and sent back to her as quickly as possible. Once I know that is taken care, I then would have taken the next step and sent her a coupon for the inconvenience.  My first priority is always the order first, all while working on all my other photo jobs and getting my other customers their images out as soon as I can. She is not my only customer and responsibility. I am sorry she feels so uncomfortable with her having and looking at her daughters damaged items. I took the photos. I am not sure what she thinks I am going to do with these items. If I didn't care about the safety and security of my clients and children I photograph, I would not be using a secure online shop and my images would just be posted on a website. But I do care, that's why I take the steps I take.  I feel there is no pleasing ** ****** and I am spending so much time trying to work with her, and still being accused of not understanding and listening.  From the very first message I was willing to fix the issue. Never once did I say or imply I would not fix the order.I will not be spending any more time on this issue. ** ****** can keep both orders.She can do what she like with them. The second order shows it was delivered on 9/30 at 3:31 pm. I will refund her for the damaged items by the end of day on 10/7/24. I will also making a notation in my system of this situation.  I wish her and her daughter a great rest of their cheer season. 

  Of the BBB has any other questions or need any other information, please let me know.

  Melissa

  Customer Answer

  Date: 10/09/2024

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

  I’m still unhappy that i was being asked to ship items back when it was not my error. Also i never received a refund like i asked. i never got one monday night. Also making a notation makes it seem like my daughter will be blacklisted and unable to get pictures in the future which she does multiple sports so that would be unfair to her as this was all mistakes of the company. nothing was a matter of doing everything in a day it was about paying for something i shouldn’t have to. which clearly is still not being understood 
  
  Sincerely,
  
  
  
  ******** ******