Complaints

This profile includes complaints for Kramer Photography Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Kramer Photography Inc. has 2 locations, listed below.

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  Kramer Photography Inc.

  156 Monmouth St Red Bank, NJ 07701-1111

  
• 

  Kramer Photography Inc.

  856 Route 206 Hillsborough, NJ 08844-1514

  

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:05/31/2023

  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.

  On 1/8/23 we had family portraits taken at Kramer Portraits. The total cost $2,290.31. We have been trying to work with them to deliver the portraits the way we requested them (Gallery Wrapped). At the time of purchase we reviewed several edits to the pictures and also how we wanted the main portrait finished (which is to be finished the same way our previous portraits are finished so they would all match in style). For the finish we were told something along the lines of their portraits are "museum quality" and meant to be framed, but they will get back to me. We also asked to review the proofs with touch *** before they finalized and was told they do not do that, but if we were not happy they would work with us.When we received our portraits, the main one was not delivered the way we requested, and each of the 3 portraits were missing touch up work that was requested that day. We called and emailed them about the issues and they have been responsive (although slow many times with days between the request and a response). While they have said they will make the touch up changes made, they have not offered to finish the main portrait according to our request. We have offered alternatives to our original request which would provide us with the image and allow us to finish it the way we would like. Their responses have been to reiterate their marketing line that the portraits are "museum quality" and meant to be framed. I see that we have been flexible in offering alternatives to ensure we can be provided with portraits to match our other ones, but this business has not been flexible in offering any other solutions.

  Business Response

  Date: 06/12/2023

  Client is requesting a product that our studio does not produce.  They are trying to match portrait style from another photography company.    We are in the process of completing the art work requests and remaking the portraits as client requested on 4/26 as we always will remake artwork until our client is satisfied.   As  for the gallery wrap finish, client was told in communications with our studio staff on 4/26, 5/9 and 5/11, we do not have the capability of gallery wrapping a portrait.   Studio owner has agreed to make a one time exception and ************* to provide what this client is looking for.

  Customer Answer

  Date: 07/19/2023

  I wanted to follow up and let you know that this has been resolved to my satisfaction.  I am very happy with how the business handled my complaint.

  
  

  Please let me know if you have any questions or need me to do anything else.

  
  

  Thank you,

  ****

  
  
  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.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:03/10/2023

  Type:Order 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.

  Kramer Portraits targeted me with predatory marketing stating I won a contest with the prize being a FREE photography session and a portrait of my family and pet for FREE. They talked to me on the phone using ambiguous and confusing language and said I was required to give a $200.00 deposit that is fully refundable. After this call, I looked into further reviews of this company and discovered this is a predatory marketing scam targeting vulnerable persons using emotional vulnerabilities to their pets and family as leverage in this photography scam. I have since tried to cancel this planned "free" portrait and they suddenly stopped responding to my calls and emails. The $200.00 has been stolen from me.

  Business Response

  Date: 04/06/2023

  I wanted to respond to ******************** complaint.   We have recorded lines and I was able to listen to all the communications between ***** and our studio.  The first communication was on Monday 3/6.  She spoke with ********* ( one of our supervisors)  ***** had signed up to win a portrait on social media.  *********  reached out to ***** who went over exactly what she had won,  A portraits session in our *************** and an 11x14 portrait of her and  her dog.  There was no ambiguous and confusing language on the ****************************** clearly explained what she had won and what was involved.   We do take a $200 reservation fee to hold the Appointment spot as we reserve studio time for 2 hours.  The deposit is refunded when the client comes in for their session and makes their image selection. This was also clearly explained on the call. 

  
  

  ***** called back to cancel at 4:10 pm on 3/9.  She spoke with **** who is a new employee and could not cancel the appointment and make a refund.  **** confirmed that she wanted to cancel, double checked the call back number and said that ****** would be in touch with her to do so.  Ruby was not specific on when she would receive a call back by and ***** did not ask the time frame.

  
  

  ****** called ***** back on 3/10 at 12:22 pm and refunded her money

  
  

  There is no scam involved, we do not prey on vulnerable people.  We have been in business for 25 years and have hundreds of happy clients who have won a free session and an 11x14 inch portrait.  We always return phone calls.  In this instance it was not a same day call back, but was returned within 24 hours.

  
  

  
  

  ***** Kramer

  Financial Controller

  Kramer Portraits

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