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Business Profile

Commercial Photographer

Strawbridge Studios, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Strawbridge Studios, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Strawbridge Studios, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 4 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:11/21/2022

      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.
      We ordered school football pictures and they were delivered with the wrong kid name printed on the pictures. I have called several times the customer service number and nobody answers. I emailed and an auto reply said I would receive a response 3-5 business days later. I received a response 14 business days later asking for a mailing address. No apology and no explanation of the solution. It only asked for a mailing address. I replied with the school mailing address where the pictures were sent and our home address. I then received another auto reply that we would receive a response 3-5 business days. This was on 11/2/22 and still have not received corrected pictures or any response from the company. His name is ****. The name ***** is printed on the pictures as shown in the uploaded picture. The package was addressed to ***** ********** another student on his team.

      Business Response

      Date: 11/21/2022

      Hello ******,

      It was a pleasure to speak with you over the phone today. As per our discussion, a portrait of Noah will be sent to you. The reference number for the complementary print is: *********** You will receive an email when this portrait has shipped. Please let me know if you have any other questions or concerns. 

    • Initial Complaint

      Date:11/15/2022

      Type:Product 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 purchased school pictures in August 2022. My daughter didn't like them and on retake day gave them the pictures back and got them retaken. When I ordered the new ones I didn't realize they would charge me double. I want my refund back on the first set of pictures. I have reached out many times with either they forgot what I emailed them about to receiving no response at all. The info they will ask for is her name ***** **** ********* highschool, their order #************ Image ******. I just want my refund. Thank you.

      Business Response

      Date: 11/15/2022

      Hello *****,

      Thank you for reaching out. I have located your original order, *************, and I have processed a full refund for this order. You will receive a follow up email from us
      confirming this transaction has gone through. The funds should be added back to
      your account within 3-5 business days, or however quickly your specific bank
      settles transactions. Please feel free to reach out to your bank for any
      further questions in regards to their refund policy. If you have any other questions or concerns, please let us know!

      Customer Answer

      Date: 11/16/2022



      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:11/07/2022

      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.
      POOR QUALITY PHOTOS AND PRODUCTION. SPEND YOUR MONEY SOMEWHERE ELSE!!! Trash customer service on top.
      We have been trying to order our photos online for whatever reason there is an error every time I ordering or re-submitting my son's order with a different cc. It just won't process our orderI went to friends at ****** school Multiple moms from the school have shown me their photos they look like GARBAGE ! A kid could have printed this in his basement what kind of company is this?? I actually tried contacting this company via live chat , AND email no one actually follows up with you that's the only way they accept communication no one gets back, phony automated customer service is designed to avoid helping their guests or members. They only want money they don't care to help families get their memories of their children. Don't give them your business you'll absolutely regret it

      Business Response

      Date: 11/07/2022

      Hello *********,

      It was a pleasure to speak with you today. As I stated over the phone, the confirmation number for your order is *************. You should have already received your confirmation email. If you have any other questions or concerns, please feel free to let me know. 

    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair 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.
      My daughter's fall picture was taken in September 2022. I placed an order (wrote a check out for $10.00, check # **** at that time). The picture never arrived to the school. I have called the customer service number (###-###-####) and no one will pick up and it will not leave me an option to leave a voicemail. I have emailed customer service and have been in contact with ******* W. and ******* T. Over the course of a couple of emails in the month of October, ******* W had indicated the picture is in the final stages of production and should ship this week and it will be Fed Ex. I followed up again with customer service and ******* T had indicated it is in the printing stage of production and should be delivered 4 - 6 weeks.
      I am frustrated that a picture which was taken in September and sent out to the school is taking this long to have it delivered to my home. I feel as though I am not getting anywhere with customer service and would like this matter rectified by an outside source.

      Business Response

      Date: 11/07/2022

      Hello **********

      I am sorry to hear that you still have not received your order. I am showing that your order, Reference number *********** Was shipped on 11/4/22 via FedEx. The FedEx tracking number is: ************. If you have any other questions or concerns, please feel free to let me know!

      Customer Answer

      Date: 11/09/2022



      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:11/02/2022

      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.
      My daughter took pictures on 9/13/22 at ********** Elementary school in **********, Va. I spoke to the school has not received them. I sent strawbridge an email. I held the customer service line over 40 minutes for it to disconnect & then I tried several times. I didn’t $20 on memory pictures for my 5th grader & I don’t have them. I paid online & the school says they distributed all the pictures & my daughter never received them from the school.

      Business Response

      Date: 11/02/2022

      Hello *****,

      Thank you for reaching out to us. I have looked into your order, *************, and I see that a replacement package is already in production and will be sent to the school. The confirmation number for this package is: **********. If you have any other questions or concerns, please feel free to let me know. 

       

      Thank you

      ***** *. | Customer Service
      & Research Team Supervisor
      **** ************ ** ******* ** *****
      ************ * ******
      *******************************
      ***********
      Strawbridge Studios prides itself on doing what is right and excelling in customer
      satisfaction.
      If you’ve had a positive experience, please take a moment to help us by
      writing a review on ****** or by liking us on ********.

    • Initial Complaint

      Date:10/13/2022

      Type:Customer Service 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.
      Fall school photos

      Photos are not sendable or worth framing.
      I have called customer service multiple times with no answer. Did the suggested online chat multiple times with no response. I emailed through the company website and through my personal email. Only an automated response from personal email. I contacted the school who said they would get in touch with the photographer. No one has responded to me.
      I am requesting a refund.

      Business Response

      Date: 10/13/2022

      Hello ******,

      Thank you for
      reaching out to us. I am sorry to hear that you have issues with your portraits.
      I have located your order, *************, and have submitted a full
      refund for the order. I am showing that your school is having a retake day on
      10/28/2022. Please
      have your student bring the photos to school on that date and hand it in. We
      will retake the picture and send a replacement package with the new image. Let
      me know if you have any other questions or concerns.

      Thank you.

      Customer Answer

      Date: 10/13/2022



      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,



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

    Strawbridge Studios, Inc. is BBB Accredited.

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