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:11/20/2023

  Type:Customer Service 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.

  Irvin Simon Photographers was chosen by our daughters School for Picture Day (EMS in *********, **). Upon receiving the print pictures we ordered (quite a few to distribute to our extended family, in various sizes), it appeared that the colors were over saturated. Leaves in the background appeared fluorescent green, her dark hair looked like painted in black color by hand over the actual print and looked like a badly Photoshopped picture.How hard can it be in today's day-and-age to ruin something that basic as a standstill picture of an immobile kid in a fixed setting?! Not talking about racing cars travelling at 200mpg on a rainy day!!Upon trying to contact this business via email (no phone support, impossible to speak to anyone) multiple times between my wife and I, we got generic answers, asking for the reference number (which we did provide them 3 times, coming straight out their printouts), then claiming they cannot identify the kid, making excuses of why the quality is so bad, offering to reprint, but not following through, ignoring a request for not being further racketed of $60 for a download picture (I surely cannot do a worse job than what they did, if I played with the original picture myself).Bottom line: 1) Worst picture day of my entire life - Recommending the School to find any other Photgrapher, 2) Family **** calendar being delayed, as we were waiting for that picture - that we obviously cannot use, 3) ********************** (hiding behind emails without signing their names or offering a phone number to settle what to do, no way to speak to anyone - even if they claim that you can on their pre-recorded message...). Any decent place would never act like that. It must be a scam Company going after as many Schools as possible with no regards for doing merely a decent job!!! Message to Schools of wannabe clients: STAY AWAY!!!!!!!!!!!!!!!!

  Business Response

  Date: 11/27/2023

  Thank you for sharing this customer concern. Our mission is to provide an exceptional picture day experience for all of our clients. Our ************* Team has been in touch with this customer to resolve this issue via numerous emails and phone calls. (Case #****** and Case #******).  

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  It should only really take 2' over the phone to resolve their bad, with a business acting in good faith! Instead, my wife and I, we already spent 1.5 hour on this, as they are just playing games, answering by email that they are doing something about it, and promising speedy resolution and call backs from a Manager to no avail so far!!!!!!!!!!!!!!!!! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/04/2023

  Hi,

  Our customer care team has logged multiple emails AND multiple direct phone calls to work with this customer to resolve (case #*******.  

  If the customer would like to schedule another call, please reach out via ************************************************************************************************ and we can set it up.

  Best

   Irvin Simon Customer Care

  
  

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and confirm that the issue has now been resolved, even if it never had to be that hard, in the first place.
  
  Sincerely,
  
  *************************