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:05/08/2025

  Type:Customer Service 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.

  ******** ********* ************
  Yesterday, I brought my 4-month-old baby to this photo studio to have his passport photo taken. Prior to the visit, I contacted the business and was quoted a price of $***** CAD for passport photos. During the photo session, the photographer relied entirely on ****** searches and ** ***** like ******* to determine how to take a proper passport photo for a baby.
  
  After I paid, I noticed that the receipt showed $***** CAD instead of the quoted $****** It was broken down as $***** + $* “toddler fee” (plus tax), even though I had clearly stated in advance that the photo was for an infant and received a confirmed quote. When I requested a refund of the overcharge, the owner ******** took back the printed photos **** ** ***** and told me she would issue a refund. As of now, I have not received it.
  
  After a long and stressful argument, we asked her to destroy the photos of our baby and left the store.
  
  Later that day, I posted a detailed and factual account of what happened on social media. ** ***********, the business posted a ********** *** ********* version of the event on their own social media, falsely portraying what I said and did. **** ******** ** ** ******* ** *********** *** ******** ******** ************ ******* *** ****** ** *** ***** ******* *** ******** **** ** * ******* ******** ** ******* *** ********** ************* * 
  Disputed Amount:
  $***** CAD (She claimed to have processed a refund via ***, but I have not received it yet)
  
  ?
  
  Desired Resolution:
  • A full refund of the amount charged
  • No further contact from the business
  • Immediate removal of our images and ********** content from all their online platforms
  • A public apology from the business *** *** ********** ********** *** ******* **********

  Business Response

  Date: 16/08/2025

   Good afternoon Luisa,
  
  Thank you for your Email dated August 5, 2025, regarding the recent complaint from Mr. Junhao *****. I appreciate the opportunity to clarify our pricing structure, disclosure practices, and policies to ensure full compliance with The Consumer Protection Act. We firmly reject any false narratives or unfounded allegations made by this customer. We maintain that our staff acted professionally, transparently, and in full compliance with our posted pricing and service policies.
  
  According to our records, Mr. ***** was quoted via *********** a discounted rate of $***** * ***** (plus tax and service fee) for two adult ID photos, with the $* extra infant/toddler charge disclosed at the outset. While he was away, his wife requested an additional printed and stamped copy of the Chinese travel document photo, revising the total to $***** * ***** * ***** (plus tax and 3% service fee), totaling $*****, which she accepted.
  
  Upon his return, Mr. ***** disputed this $* pre-tax difference. Our staff immediately refunded him and retrieved the already printed photos. Despite this resolution, he and his wife continued to cause disturbances and later engaged in an online defamation campaign targeting our business, ********* ******* *******-********* ***** ******* ** ***********, ******* as well as 13 counts of one-star ******   reviews under multiple false names over two days.
  
  ******** *** *** ********* ****** *** ** ******** ****** *** **** **********
  
  ******** ********
  ** ********** ** *********** ******* *** *** ****** 
  ** ***** ** ******** ****** ***** *****
  ** *********** ** ******* *** ****** ***** ***** *********
  ** ******** *** ****** ******** **** ** ******
  ** *********** *** ******* ** ********** ***** *** ********
  ** ***** ******** ********* ** ***** ********** *** ******* *********
  
  We take compliance with The Consumer Protection Act seriously and have reminded all staff to document pricing agreements in writing when possible, especially when the person making payment is not the same as the person who agreed to the service.
  
  Thank you for your attention to this matter. Please feel free to contact me directly at ************ or ********************************** for further clarification.
  
  Sincerely,
  
  Fast East Goods & Printing Services
  **** ******* **** **** *
  ********* ** *** ***