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:04/14/2023

  Type:Service or Repair 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 choose this location for passport photos, before paying I asked for better quality following the standards, but she assures me that the pictures taken with her personal iPhone were ok; of course, the passport officer denied the pictures for being underexposed and with added skin color (she edited them warmer instead of brighter). When I returned to the store to get a refund, they tried to trick me with a manager's absence, so I need to return later, I did and keep me waiting at the store, but when they realized that I had the intention to stay there until the manager arrived, suddenly the employee was able to process the return. She refused to let me keep or give me a complete copy of the receipts with all the information about my money and credit card.Since the manager was "absent", I called *** customer service 800 phone but they cannot process any complaint without the tracking number available on the receipt that I got denied. How convenient!So far, my bank is processing the refund, but the time, money, and 3 trips to the *** store far from home/work (were the only available for passport photos) seem not to care to anyone.I need the area manager to contact me and take care of the services for government ID they promote on the web page, and they are not able to render it.

  Business Response

  Date: 06/22/2023

  **************** as she said , she needed passport photos. The employee took the photographs with an iphone (dedicated for this purpose) ***** returned and explained the photos was rejected. Employee tried to reprint the photos but they still were not  acceptable. She returned for a refund. Unfortunately the employee she was dealing with does not have the level of operation to do refunds. She decided to wait. As soon as I walked in the store the employee came to my office and explain the situation. I give the employee my code to process the refund which she did. ***** insisted that the employees was tricking her into not giving her the refund. She wrote two reviews on yelp and ****** in which she states that we were refusing or wriggling out of giving her a refund. She also stated in the reviews and to our corporate office that I (the manager ) was not at work when I should have been. Seems she had a copy of my schedule or she was my boss. We refunded the full amount of $24.06. she also stopped payment at the bank on her credit card. 

  I called her on the phone to apologize and she stared yelling at me. I tried to explain to her that sometimes passport photos are rejected no matter who takes them but she was not having any of it. I am baffled at this point since we refunded the full amount and I called and apologized to her. She also stopped payment on her credit card and we did not dispute it. 

  With Regards,

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

   

   

   

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 19937197
  
  I am rejecting this response because:
  

  *********************** came after two months with lies to continue a dispute and justified herself.
  -The employee never tried to reprint the photos and was not rejected again. They were not two different visits.
  -Yes, you were refusing or wriggling out to give me a refund, I heard you when the employee was looking for you, without mentioning the attitude towards the refund when I decided to wait at the store. What is the problem with that?
  -Im not your boss, Im the customer and I have the right to demand quality customer service.
  -The right amount is $20.46 and I havent stopped any payment on my credit card, for your information was not possible due to the circumstances.
  -You dont call to apologize, you called to shout at me and complain because I reviewed your service over the internet and later of course apologize, so you supposed Im not going to defend myself?
  -Thank you for repeating twice that you think I stopped a payment on my credit card, and you dont dispute them, now I can call my financial institution that was already so great avoiding charges of you (since you state that you tried to charge me something)
  Again, be a little professional and stop attacking me. I have the right to complain, and you have the right to do it better. 

   

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