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Business Profile

Commercial Photographer

Wagner Portrait Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Commercial Photographer.

Complaints

This profile includes complaints for Wagner Portrait Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Wagner Portrait Group has 6 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints 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:03/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered basketball pictures from my sons high school ********* should only take 7-10 business days to receive n its been a month today n I still dont have them. When I call the number, it just rings n no one answers.

      Business Response

      Date: 03/26/2024

      *******,

      It was a pleasure speaking with you! As we discussed your order initially shipped out on 2/23/24. It appears your order was lost in transit since you have not received it yet. We are reprinting your package for you and you should receive in 2-5 business days. 

      We appreciate your business!

      If you have any questions or need assistance in the future please contact our customer service team @ **********. We would love to help! :)

      ******* Wagner

      Customer Service Supervisor 

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

       

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 August 12th I ordered my son's soccer pictures from ****** for $73.47. I did the pick 4 and did the premium retouching. I called and sent several emails. I would not get a response or I would get a response that says this is our busy time we will get back to you soon. Finally, on November 2nd, I received a response from ********* ******* saying please respond to this support ticket if your issue has not been resolved. Tried to respond and it said the page could not be reached. I received my pictures in the mail in late November, it was not what I ordered and it did not have the premium retouching. I reached out no response.

      On August 29, I purchased my son's school picture from ****** for $73.02, same package with premium retouching. I did not receive them, I reached out no response. I still have not received the.

      Business Response

      Date: 01/15/2024

      ********,

      It was a pleasure speaking with you, and I appreciate the opportunity to get this resolved for you! It seems there was a technical issue happening within our online ticket support system that prevented our team from seeing your replies. We apologize for the inconvenience and will make sure we get your order shipped to your home address! I will also make sure that the retouching you ordered is applied properly. In addition, I will email you a discount if case you would like to order more in the future!

       

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

    • Initial Complaint

      Date:08/24/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 originally placed an order with this company on 7/15/22. The initial order came wet and bent. I reached out via email and received a phone call the very next day. The lady I spoke with assured me she would resend them, in a better envelope, and expedite it since I was hoping to take them out of town. Fast forward to the beginning of August, back from our trip, and still no pictures. I reached out again and was told they shipped out on 8/9/22. Obviously much last the timeframe I was told. This time when they came, not only were the bent, but the pictures were not cropped or anything. I reached out again with no response. I then called the office and spoke with a supervisor who assured me she would reprint asap, and I could pick them up at their office. She also stated she would email me all of the info. I never received such email. I then called the office back on 8/22/22 and spoke with *****, who had no idea the status of my replacement. She assured me I would hear back from her the same day or the next. Ive yet to hear anything. I want a full refund, as well as the pictures I ordered. I would like them done right.

      Business Response

      Date: 09/07/2022

      *******, 

      Thank you so much for bringing this to our attention. We are replacing your prints with upgraded shipping,  you should receive your refund within the next 3-5 business days. Please feel free to reach out to me directly if you have any questions or concerns, we really appreciate the opportunity to make this right. 

      ******* Wagner 

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

      Customer Answer

      Date: 09/07/2022

      Complaint: 17764469

      I am rejecting this response because:
      Although I appreciate the fact that you are reshaping these, I was told I could pick up in the office to avoid the prints being bent again. Also, I would like a full refund, as previously stated. Thank you.


      Sincerely,

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

      Customer Answer

      Date: 09/16/2022

      I have received the replacement photos. However, I have no received a full refund, as promised.

      Customer Answer

      Date: 10/03/2022

      Yes,

      I have received a refund.

    Wagner Portrait Group is NOT a BBB Accredited Business.

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