Complaints

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

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

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  Dorian Studios, Inc.

  4212 W Sunset Blvd Spokane, WA 99224-2015

• 

  Dorian Studios, Inc.

  432 E. Columbia Drive Kennewick, WA 99336

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:10/16/2024

  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.

  I paid Dorian Studios $110 in total for school photos of my children. $48 for my 6th grader and $62 for my 11th grader. Parents do not get to see the photos before ordering, they just pick a package and then the photos are sent to the child's school. I selected a "light retouching" option which is described as removing obvious blemishes, but not their full retouching option which is more extensive. The photos that were sent to me are aggressively edited. My children look like they are wearing masks. Their skin is completely blurred, their freckles are gone, and their skin and hair tones are distorted. It is shockingly bad; no photography professional would consider this acceptable editing. Dorian's website promises a "100% satisfaction guarantee." On Dorian's contract, it also says, "all packages are guaranteed for quality and craftsmanship." I reached out to Dorian's customer service email explaining the situation, and suggested that I might swap the terribly edited photos I was sent for the originals they took. They replied to my email and agreed, but said I would need to bear the cost of shipping the photos I have back to them, and then paying for shipment of the new photos. Based on the information on their website, this cost will be about $40. I told them this was unacceptable, as the error is theirs, not mine, and this cost should not be mine to bear. They are refusing to do anything to make the situation right, essentially holding photos of my children hostage unless I pay them to fix their mistake. This business purports to provide professional photography, but I've never seen such amateurish photos in my life,. Their attempt at extortion in the face of shoddy work is unacceptable. I request the decent photos I expected when I paid them, without having to pay them more money for the privilege of getting what I ordered.

  Business Response

  Date: 10/18/2024

  I was able to speak to ** ***** yesterday and I was able to reprint her photo's at no charge.

  I do want to make sure to clarify a couple of things.  We do require people who are unhappy with their photo's to send them back to us.  When returning pictures to us - all we need are the photo's (no packaging).  You should be able to fold the pictures up and send in a normal sized envelope and shouldn't take more than 2 stamps.  We do not charge for shipping when we remake the photo's, so I asked where she found the information about the $40.00.  She couldn't find it as we were talking but I asked her if she found it, to send to me so I can fix it.

  We do stand by our product and appreciate the opportunity to make this situation right with ** *****.

   

• Initial Complaint

  Date:11/01/2022

  Type:Product 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.

  Received my daughter's pictures back with obvious nose mucus running down her nose. I emailed to request an edit as I feel this is an obvious overlook on the photographers end and was told "Our photographers are told not to say anything or do anything that might be taken the wrong way. We do have one option besides retakes. You do have the option of sending the pictures back to ************************************************************, with a payment (the upgraded premium retouch cost and our shipping and handling fee) of $22.00. You would also need to include your mailing address. Please include with a note what your trying to remove"$22 for a retouch? This feels like a scam to me. That's why I didn't pay for it when I ordered the pictures. Retakes aren't an option as my daughter has just had dental surgery which was communicated in my original email. As a new school mom this rubs me absolutely the wrong way. Who knew Id have to show up and supervise to make sure my kid doesn't have snot running down her nose in a school picture. I also gave to pay to send my photos back for the refund.

  Business Response

  Date: 11/14/2022

  I spoke to *********** on November 2 and explained our policies and procedures.  We offer free retakes but since that wasn't an option due to dental surgery, I explained our retouching process and how the photographer may not have seen her daughters runny nose.  I accepted payment for retouching of her daugheter's image and reprinted the picture package. 

  After speaking with *********** about her experience with our customer support team, I reached out to our customer service manager and discussed with her how we could better explain our processes going forward. 

   

   

   

• Initial Complaint

  Date:08/23/2022

  Type:Product 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.

  - this company put a photo of my daughter on a mass mailing document through the **** along with her full name and address absent any permission to do so and absent our permission. She is a minor and this is a dangerous violation of her privacy. - the marketing card itself is bait & switch false advertising. I followed each step exactly as shown to order photos on the link provided but there were no images displaying to choose from. after a long back and forth with customer service (who initially rudely insisted that no pictures had even been taken of my daughter) I was informed that this was neither the correct link nor the correct pricing & that I had to use a different link with much higher pricing

  Business Response

  Date: 09/02/2022

  We do send out mailers to our seniors, with information for parents to view images taken of their children on picture day.  This mailer is enclosed in an envelope and the only thing visible (without opening the envelope) is the mailing address.

  Unfortunately, ************** erroneously got into an incorrect photo event on our website.  The photo event she made an inquiry from; wasn't an event her daughter was photographed in. The photo event she was in has a completely different product line and pricing structure.  We have made changes to our mailer, to ensure customers go to the correct photo event.  We have additionally worked with our Customer advocacy team to identify faster when a customer is in the wrong event.  We are very sorry for the confusion, it was not our intention.

  I have reached out to ************* expressing our apologies and letting her know I am available to help going forward.