Were not given very good instructions or service from this company who came to do pictures for my sones daycare center.
Teddy Bear Portraits came and did pictures for my sons daycare, **** ***** *********** ****** a few months ago. The daycare was given two pieces of paper, one to fill out and bring on portrait day and one that had the date the representative would be back to sell us the pictures. They came and took some great pictures but on the day the representative was supposed to be back, he left early and we did not get to deal with him directly. He left the pictures for the daycare director to show to us. It was a selection of pre-printed pictures and pricing. There were different prices for the number of sheets you purchased. We choose to buy a 12 sheet picture package which was the biggest package they offer, but we wanted a different variety than what was pre-printed. My husband wrote down the quantity and styles we desired adding up to 12 sheets and put that with the check in the envelope with the pictures and gave it to the director. She contacted the representative who came and picked up the envelope. About a week later, the director told us that the pictures had been dropped back off and were ready to pick up. Our check had been cashed at that time. We picked up the envelope and it was the exact same pre-printed selection in it when we sent it back, not the order we had asked for. We asked the director to follow up on why we didn't get the pictures we ordered but had not heard anything from her. So I asked for the phone number this morning and called the customer service department myself. I had to leave a message to get a return call because the wait was long. A lady called me back and from the begining of the conversation, was very sassy and rude. She stated that to do a custom order, I had to place the order by phone or online, and that it was a different price than the pre-printed package price. That was never expressed to us because the representative was not there when he was supposed to be there the day the pictures came in. So I asked her how I could return the pre-printed picture package to purchase the correct pictures and she advised me that all sales are final, no returns allowed. She repeated over and over again, that their no return policy was written on the envelope. I tried to expressed to her that by the time I got this envelope, they had already taken my money and cashed my check. If the representative had been there when he was supposed to be there, we would not have paid for them that day. We would have gone home and ordered the pictures that we wanted. She would not budge on the no return/exchange policy. She never apologied for a bad experience, for the miscommunication, for not having the rep available when they said they would be available or anything. I have never had such poor customer service from a photography company! I had planned on spending a decent amount of money on these pictures but not anymore. I feel like they stole my $144 and they will not get another dime of my money. I would like for it to be know on their profile that they do not provide thorough information and are completely unwilling to cooperate when they are in the wrong.
I would like to get the 12 sheets that I picked in exchange for the picutres they picked for the pre-printed package.
Contact Name and Title: ***** *******
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@nationwidestudios.com
We at Nationwide Studios/Teddy Bear Portraits are truly sorry that this customer had a disappointing experience with her service. To correct this matter, we have contacted Ms. ***** and sent her an order form to order the sheets in the configuration that she prefers. We will provide the custom order as a replacement for the pre-printed sheets that were originally ordered, and the additional charge for custom orders will be waived. We also told Ms. ***** that she can keep the original sheets that she purchased. Ms. ***** seemed happy with this resolution, and indicated that she would place the order when she had time. As of September 30, 2014, we have not received her order, but we will fulfill the order as soon as we receive it.