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Business Profile

Portrait Photographers

Sarah Prall Photography

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/02/2024

    Type:Sales and Advertising 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.
    On 7/5/24, I entered to win a free pet portrait session via an Instagram ad. On 7/8, I received an email saying we were chosen for a free portrait session & $1000 gift. I proceeded to get a voicemail that same day and the following day plus another email which said I had until 7/16 to accept the invitation. I decided to go ahead & book the session, so they called to schedule & informed me that there would be a $300 refundable deposit to book the appointment on a weekend. We went to the shoot on 8/24 and scheduled the portrait selection appointment via Zoom for 9/16. There were no prices shared with me ahead of time or posted on their website. The Zoom call was recorded. They started by showing me all the pictures and had me pick my favorites. They showed what the different size options looked like for me to choose, before of course they shared the prices which started at $1000 and the digital pictures would be $100 each. I asked if it was possible to come back at a later time to order more because I had just found out that I was getting laid off from my job, but they told me they do not keep the files due to storage, making me feel like now was the only time to get them or they would be gone forever. They also said if I got the bigger wall art, they would throw in the digital pictures as a gift. They offered 2 payment plan options - 1 via Affirm with interest & another internal option with no interest but I would have to wait until it was paid off before I'd receive the product. I felt extreme pressure to purchase & they automatically applied my deposit to my purchase amount. The woman signed the purchase receipt with her signature by proxy for me. The next day, I felt so much guilt for agreeing to pay so much money given my current situation, so I emailed them the day after the meeting saying that I was not comfortable with the amount of my purchase and wanted a full refund. I didn't heard back until after submitting a dispute to my credit card company.

    Customer Answer

    Date: 12/02/2024

    Email I received from the business owner after filing my complaint on BBB

    Business Response

    Date: 01/02/2025

    The BBB got a response from the business down below is the response.

    Thank you for providing a platform for us to address Mikayla's concerns. Im Sarah Prall, the owner of the studio, and I take our clients' feedback seriously as it helps us refine our services and ensure a positive experience. Below is our detailed response to the concerns raised by ******* *******.

    First and foremost, our highest value is a consultative, service based portrait experience, and that of course includes the selection process. These are important decisions concerning the loves of your life and the decor of your home, and high-pressure sales tactics have no place in a heartfelt experience like this.

    Mikayla stated, "I asked if it was possible to come back at a later time to order more because I had just found out that I was getting laid off from my job, but they told me they do not keep the files due to storage, making me feel like now was the only time to get them or they would be gone forever." 

    Regarding the storage of files, it's important to clarify that our practice of not storing all session files indefinitely is due to practical limitations, not a sales tactic. Our focus is on preserving and preparing the selected portraits to the highest standard rather than acting as a long-term storage service. This policy is communicated during our pre-session consultations and reiterated during the selection appointment to ensure there is no misunderstanding. 

    Our ordering process is designed to help clients view and select their favorite portraits and complete the decision making process at the selection appointment, because we've found that to be the most effective method. The understanding is that decisions are finalized at that time, because this is clearly communicated in the appointment prep email.

    While we are not able to store images indefinitely, we do offer many creative ways to give people the breathing room they need to have what they love from their session. It is common for families to be dealing with challenging life experiences, whether it be divorce, buying a house, unexpectedly having to replace the boiler, paying for college, in between employment... you name it. We have no-fee payment plans as low as $25 a month until the challenge passes, as well as low fee financing. Many families take advantage of this, and we are happy to help, so they don't have to miss out on what this experience has given them. We would have gladly offered that to Mikayla as well.

    To address Mikayla's statements one by one:

    "There were no prices shared with me ahead of time or posted on their website." We communicate our price ranges multiple times before the session, in client emails, as well this on our website:

    How much will this cost?

    It all depends on the kind of impact you want your artwork to be able to have. Were known for creating timeless fine art as stunning home decor, and most people are thrilled to invest in significant wall art for their home. Its what people come to us for. But, you could also choose a modest display of desk prints if that suits you best. Totally up to you!

    Artwork begins at $500 for our beginning size, with our largest and most impactful portraits (as big as your couch) for $10,000.  Most find themselves somewhere in between; youll get to choose whatever you fall in love with, as much or as little as you like.

    Portrait collection pricing is unique to each client depending on what they love, which is why a standard price list isnt offered; it wouldnt accurately reflect the particular collection and discounts put together for you. The price range is $500 to $10,000, and collections always include discounts for bundling, which means theres something for everybody. We support every budget, and comfortable payment plans and in-house financing are happily offered. We believe a home hugs you back when love is on your walls, and we do everything we can to help make that happen.

    Giveaway Sessions dont require any kind of purchase, you can choose just your 14 print as our gift to you at no cost.

    "They also said if I got the bigger wall art, they would throw in the digital pictures as a gift." Yes, we often gift digital files with larger wall art pieces. It's a lovely way for clients to be able to share their artwork with others and have a digital back-up of their wall art.

    "They offered 2 payment plan options - 1 via Affirm with interest & another internal option with no interest but I would have to wait until it was paid off before I'd receive the product." Yes, it is a common practice for a business to deliver their product when it is paid for, and we are no different. 

    "They automatically applied my deposit to my purchase amount." The deposit was applied to the order as she requested, because it is usable as a credit towards the purchase of artwork.

    "The woman signed the purchase receipt with her signature by proxy for me." Yes, after going over the terms and conditions with Mikayla, this was done while she was in the recorded zoom meeting, since she was not able to sign in person, which she gave your approval for. 

    "The next day, I felt so much guilt for agreeing to pay so much money given my current situation, so I emailed them the day after the meeting saying that I was not comfortable with the amount of my purchase and wanted a full refund. I didn't hear back until after submitting a dispute to my credit card company." We did not see this message from Mikayla, as we explained to her in previous emails. We would have of course been in touch about this if we had. When we became aware of the chargeback, we reached out immediately to simply ask what was happening, because we didn't understand. Had there been open communication, we would have been happy to discuss her concerns directly and explore a solution for her.

    We regret that Mikayla felt compelled to initiate a chargeback. We had no record of her cancellation request until the dispute was filed. Our team strives to respond promptly to all inquiries and concerns, and we are investigating why her initial communication was missed. We are happy to cancel the order and refund Mikayla for the full amount she has paid, and would have done so earlier had we known. We believe this will help rectify the situation and hopefully restore her faith in our commitment to customer satisfaction.

    Customer Answer

    Date: 01/13/2025

     
    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:01/02/2024

    Type:Sales and Advertising 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 saw an instagram ad claiming to offer a FREE photography session by application. I applied for the session. I received a text and phone call the next day saying I had been selected for the session. The person I spoke to on the phone told me I would have to put down a REFUNDABLE deposit to reserve the session. On the phone they made it clear to me that the session would be free but that the deposit was refundable. After I paid the deposit, and confirmed the session, I got a confirmation email for a different date than the one I had selected. This confirmation email also included the following words: The booking fee is not refundable for any reason for permanently cancelled appointments. I had not been told these terms prior to paying the deposit. After 2 attempted calls and 2 emails, I was finally able to contact them and they were able to reserve the correct date. Then, a couple days later they then canceled the rescheduled appointment due to illness and said they would contact me to reschedule within 48 hours of the cancellation. They offered no alternative dates or times in their text. I tried calling and texting and have left two messages with no response from them. It has now been 72 hours and I have received no communication from them. We have no way of cancelling or rescheduling the session.

    Customer Answer

    Date: 01/04/2024

    I had a call with the merchant on 12/18/23 to discuss the scheduling confusion. We scheduled my appointment with the photographer for 12/30/23. On 12/27/23 they canceled the appointment via text. They did not respond to my texts or voicemails left on 12/27/23 and 12/30/23. I filed this complaint on 12/30/23. After that, the merchant did make attempts to contact me on 1/2/24 while I was unavailable to talk. Today (1/4/24) I called them to request a refund of my deposit. The person who picked up said she was the owner of the studio. She also said she saw what I had written in this complaint and that none of my testimony was true. I then asked for a refund. She then asked me to withdraw my BBB complaint. I again asked her to refund the money. She agreed to refund me and then again asked me to withdraw the complaint. I hung up the phone. Almost immediately afterwards, I received a text saying my money had been refunded and again asking me to withdraw the BBB complaint. I also received an email confirming the refund.

    Business Response

    Date: 01/22/2024

    Miss ******* was asked to cancel her complaint because it is factually untrue, and was offered evidence to prove it so. She was uninterested and proceeded to interrupt and yell during our sincere attempts to address her concerns before hanging up.

    There was a misunderstanding on Miss *******'s part about which date had been scheduled for her, as two dates were being considered. This was rectified. During the booking call, Miss *******'s was expressly told to read the cancellation policy in her confirmation email which was sent *at the time of booking*. If she'd had an issue with it we would have cancelled the session immediately, but she did not express any issue or concern with the policy.

    A voicemail was left on December 28th, two days before the scheduled session, letting her know the photographer had come down with ***** and we would need to reschedule her session, and also let her know alternative available times. The call was made well after hours trying to reach her since Miss ******** had not been available during the day. We did not hear back from her, and sent her a text letting her know we were concerned she was not receiving our messages. Screenshots of these texts have been provided.

    We called and texted multiple times trying to reach her, but she insists this wasn't the case. I have provided call logs and call recordings proving this to be true.

    When speaking with her, I told her we weren't going to try to force anyone to do something they didn't want to do, and told her I was happy to refund her booking deposit and cancel her session, which I did immediately after she hung up on me.

    This complaint never should have been filed, and is not indicative of the experience we offer our clients. 

  • Initial Complaint

    Date:12/21/2023

    Type:Service or Repair 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 had entered to win a soulful session for my child. With a thousand dollar wall art credit. Upon winning I was told I needed to put down a $300 deposit. We set up a time than rescheduled due to child care. We went to the photo shoot where my child had an amazing time. We than had a meeting on September 15 2023. At the meeting we felt very rushed to make a decision on the spot after seeing the photos for the first time. There was negotiation in the price as we are a 1 income family. We were told that our photos would be here in 8 weeks. The order was placed immediately. It was our daughter birthday on Nov 19. With doing the calculations they would be here in time to gift them to her. On Nov 5 I reached out to touch base on where our photo were. We had yet to receive anything. I'm told it will come to our house. On Dec 5 I reach out again. To receive an email back saying they are at the studio. It's than suggested I should go pick them up. I tried to make arrangements but timing was off. Sarah offers to deliver them. She shows up to my house on Dec 17 to deliver. When she is here i ask about our digital photos. To which she replies i sent them they are likely in your spam folder. After she leaves I open the package to only find 1 of our items. I call her immediately to let her know we are missing our wall art. She than suggested it was delivered to my home as they were sent separately. I also check my spam folder again to not find any digital photos. Dec 18 my digital photos are delivered via email. Dec 21 my wall art is delivered. I have tried to print my digital photos to not be able to because they are low resolution. My wall art is unable to hang on the wall. The quality of the photos is very photo shopped to the point of blurry. This is not the level of photography I was told I would get. Nor the time-line of 8 weeks. Not once did anyone reach out to see if i received the products or to follow up. They got their money with no concern if I got my products.

    Business Response

    Date: 01/11/2024

    BBB heard directly from the consumer that the business provided a 50% refund and a canvas photo.  The consumer stated that their situation has been resolved.  

    Customer Answer

    Date: 01/11/2024

    Good morning, the business owner showed up at my residence unannounced. She has since provided me with a 50% refund and a canvas photo. 

    I wouldn't recommend anyone doing business with them.

    My situation has been resolved to the best of my abilities. 

    Thank you for providing a mediation situation. 

    ************************;

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