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:04/16/2025

  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 purchased a Retro Mirror Booth (RMB) on November 14, 2024, from Foto Master LLC for approximately USD 7,385. Upon receipt on November 26, we discovered the camera mount screw — an essential component for safely securing the camera — was missing, and to make the RMB work, we sourced a temporary solution.
  
  Despite this defect, we proceeded in good faith with Foto Master’s remote training on November 27 to prepare for a client event the following day, which they had been informed about. The RMB was used for the first time at that event on November 28, 2024 — and during this, one of the legs broke under normal usage, rendering the booth unusable and unsafe.
  
  We also discovered protruding screws that cause scratches on the unit’s surface, and the carry bag tore after a single use, despite being used solely for the intended purpose.
  
  We formally reported these issues on November 29, 2024, and requested a refund based on the defective, unsafe, and incomplete product we received. Foto Master’s initial response was to dismiss our concerns as “buyer’s remorse.” When we provided additional proof, they claimed the issues were due to mishandling — shifting both blame and burden to us rather than offering a fair solution.
  
  The only remedy offered was to replace the broken legs, which does not address the broader and serious concerns: the missing part, compromised construction, and design flaws that risk safety.
  
  Foto Master continues to refuse a refund and insists on enforcing a “no-refund, no-return” policy, which under these circumstances — given the clear defects and failure after a single use — is unreasonable and a violation of consumer protection rights both in the US and UAE. Their assurance that three rounds of QA testing was done is entirely questionable, making it difficult to accept any replacement from them.
  
  I am filing this complaint and requesting a full refund, as Foto Master has failed to provide a fair resolution until now.

  Business Response

  Date: 06/09/2025

  We’re truly sorry to hear that this customer’s experience did not meet expectations. 

  The product was built, delivered in functional condition, and used successfully at a paid event before any issue was reported. After the event, the customer contacted us about a broken leg, which our team promptly investigated. Our engineers believe this was most likely due to an extremely rare material flaw in the leg, caused by a human error during manufacturing. The issue was not visible during quality control and had never been encountered before in this product line.

  As part of our commitment to customer satisfaction, we:
  * Shipped replacement legs internationally at no cost
  * Covered all customs fees and logistics
  * Provided full training and support
  * Had our CEO personally involved, offering several generous goodwill resolutions — including high-value compensation options

  While we’ve gone well beyond our warranty terms and industry standards in trying to resolve this fairly, we have not received a response to our latest offers, which were extended with a clear deadline.
  We remain committed to supporting our customers and believe we have acted in good faith throughout.