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:07/28/2023

  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.

  We used Wedding Bug to do photos and video to capture our wedding day in May 2022. The customer service is completely inadequate, misinformed, and deceitful. They claim that a dedicated coordinator will assist throughout the event to ensure effective communication and the final product. However, we've experienced empty assurances, no answers, and weeks, months, and year still in the same conversation because they refuse to do anything, and I've reached out a dozen times. I asked multiple times for emails and calls with the manager and still no resolution. Our wedding day photos and video are absolutely embarrassing, terrible, and lousy. They are blurry, crooked, cropped, and very poorly edited. We do not even have a photo that is in focus to display. The photographer and videographers ignored all my requests regarding style and required photos. They were slow and did not direct anything. My dress was cut off in the majority of photos. They are so poor composition-wise that no amount of editing will ever fix them. No footage of the dances in the reception with family and friends, only empty space and low sound. No video of my special message to my husband. Missed the beginning of the ceremony. No video of some of the guest speeches. The cameras were at a terrible angle and did not take that time to set up professionally. Unfortunately, we do not have all of the important moments because the photographers and videographers failed to professionally record this important event in our lives. They also will not commit to an expedited turnaround time though it was promised to us by a manager. We're experiencing the same delay in responses and utter lack of follow-up. I'm under an extreme amount of emotional distress. Their solutions are baseless, there is no empathy. We are asking for a refund.

  Customer Answer

  Date: 08/02/2023

  Please find the requested information below. 

  First name: ****

  Last name: ******

  Customer Answer

  Date: 08/09/2023

  Just following up on this and see if my pervious was received. Please let me know. 

  Business Response

  Date: 08/18/2023

  Dear BBB:

  We have been working with our customer on and off for most of the year since their wedding.  We believe the images require some additional enhancing.  We offered an fully enhanced and designed album, prints of their favorite images and, at the client's request,  a one hour session to create additional bride and groom shots.   Unfortunately, the additional services were not ordered by the client.

  I reached out today and resolved with our client with a partial refund in place of the complimentary services originally offered.  

  The client will confirm receipt of the refund which should be within 10 days.

  We consider this matter closed.

  Sincerely,

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

  CEO

  Wedding Bug

  Customer Answer

  Date: 09/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ****