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:12/19/2023

  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.

  I paid $300 for photos that I never received. I was locked out access to the photos I chose. The photos looked bad and the service was bad but I had still paid and wanted to at least get the product I had paid for. I called/emailed the company to request my photos and the call and email got ignored.

  Business Response

  Date: 12/27/2023

  Complaints such as these that are consistently left for small businesses after receiving a service and product in order to get their money back is of great concern. If you do some research on this customer, you will see a pattern of receiving higher end services/meals, and in many cases without warning leaving a negative review and asking for money back. You can find more of this on her ****** profile here: ********************************************************************************************************************************************
  
  Here are the facts:
  - Client booked a Christmas mini session photoshoot with The Flash Lady Photography on 11/19/23 for our time-slot on 11/22/23. These are 15 minute, family session appointments for Christmas cards on a custom built set.
  - Client had a normal, typical, and fun photoshoot with her spouse and 2 children. Afterwards, she spent 10 minutes going over the photos with my husband in another room. At that time they were happy and satisfied with the results (unedited), and they left with cookies and plenty of details about what comes next in the process. We pride ourselves on giving more information up front so there are no questions later. All of this information was also already gone over in a Prep Guide document received the day that she booked the appointment. This was going over version #2.
  -Client received an electronic link to view her photos as promised the following Wednesday 11/29. Along with details about how to select and downloaded images within a 1 week timeframe (see attached). Client has the option to inform me if any issues before the gallery expiration date as well for extensions, etc.
  -Client contacted me on 12/2 (after hours/weekend) saying she had chosen her photos and to send the link to download.
  -I sent the Client the download link on 12/4 (Sundays I am closed so this was first thing on Monday), 2 days before the gallery expired. She opened the emailed that contains the Zip File link and downloaded them TWICE on this same day (see attachment).
  -Reminder about gallery expiration was sent on 12/5, which client also opened. (See attachment)
  -Client never contacted me about anything else until 12/11/23 at 6:53pm, after business hours via phone about not being able to access her gallery. She then sent 3 subsequent emails that evening in a short period of time demanding a response. Again, after business hours.
  -I would have been more than happy to assist with any download issues or otherwise had Client given me the chance to respond the following day, during business hours, and help with re-opening the gallery for her. She did not, and when I didn't respond in about 20 minutes after 7:00pm on 12/11, she took to ******, and eventually BBB and email that evening as well with unexpected responses and extreme negativity. Attachment shows the timestamp of her final email. This is not a reasonable expectation of professional communication. 
  -After checking my logs and seeing that images were already downloaded twice, her contract with me has been fulfilled as promised. Due to threats left via email I ceased communication. I did however reply to her ****** review the following day with plenty of information that she would have received a ****** notification for as well.
  -Again, this is not about her not receiving her photos. She has them in 2 separate zip files which she downloaded on 12/4/23. I would have been happy to help her despite this fact, but she did not give me an opportunity to do so.