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:07/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 Snappr **** for a video shoot on June ******. The shoot was supposed to occur on July 19th,2025 at 1pm. Yesterday, I reached out to the videographer to confirm and he said his organization doesn't shoot music videos. He also said that they don't provide that service for the amount I paid. However, that was not the agreement when I booked my session. Now Snappr will not give me a refund for their misleading business practices. What a terrible company.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked an appointment through Snappr and tried to cancel within the same day. At no point during the booking process did they mention that all payments could only be returned in credits and the only way to receive a full refund was to cancel within the hour. They then charge and additional $20 for cancellation on top of the fee already paid and not being refunded.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 attempted to book a photographer with Snappr on 6/18/2025 for a family photo. I paid a last-minute booking fee as the booking was made at the last minute. I was matched with a photographer. The photographer and I spoke about 3 hours before the photo and everything was fine. At around 5 (the time of the photo) had not heard from the photographer. I called and texted him. He told me he would be 20 minutes late at first and the. He stated that he may not be able to come at all. He asked was I available at any other time. I told him I was not. I reached out to the company to request a refund and they said that their policy is they do not issue refunds. However they understood all of the circumstances around the issue. What kind of legitimate company would not issue a refund when they do not follow through on a service?? This business seems like a scam.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The photographer, ***** was confirmed on May 7th for my 15th year wedding anniversary party on May 24th. I told them that Ive had trouble with them before in terms of photographers canceling last minute and asked to have a super reliable one, they said ***** was reliable and I liked his photos. I paid over $375 for unlimited pictures for 3 hours. They told me ***** would contact me prior to my event, four days before the event I still hadnt heard from him so I messaged him and had no response. Then on May 23rd the day before the event, I called Snappr and asked if I could contact *****, they said they are having trouble contacting him and asked me what they should do.This caused me a lot of stress and also I had booked them so long ago. Finally after more emails and calls, they contacted me at 7pm the night before saying they have a new photographer. The new photographer would only do it if I paid her an extra $75 since otherwise she wouldnt take the amount of pictures I needed for the party, I was pretty desperate at that point so was going to pay it, when Snappr then contacted at 8pm saying maybe I should just change again to someone else. I had already wasted so much energy all day trying to figure this out that I just paid the money and booked the photographer they offered even though I had already paid for the full package. Snappr is an unreliable company-they do bait and switch their photographers and put you in a challenging situation.

• Initial Complaint

  Date:06/13/2025

  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.

  In May 2022, I paid Snappr **** $589.41 to book a 4-hour photography session. I later had to cancel the session, and instead of issuing a refund, Snappr converted the payment into a gift card as per their policy. At the time, Snappr was operating in my area (****, ******).Since then, Snappr has ceased offering services in my region, and the gift card has become completely unusable. I have made numerous attempts over an extended period to work with Snappr to resolve the issuerequesting either a refund or access to a qualified photographer. Their support team acknowledged the service issue but refused to issue a refund, offering only vague promises of possible photographer matches, none of which have materialized.I have spent a significant amount of time trying to recover value for a service that was never delivered. It is unreasonable to retain funds for a service the company no longer provides access to. I am requesting a full refund of $589.41, as Snappr has failed to uphold their end of the transaction.

  Business Response

  Date: 06/15/2025

  Dear BBB,

  First, we sincerely apologize for the delayed communication and the frustration Mr. **** has experienced. We understand his concerns and take his feedback seriously.
  
  Upon thorough review of his account, our records indicate that the cancellation request for his booking was submitted on June 28, 2023. As stated in our Terms & Conditionswhich were accepted at the time of bookingall payments made to Snappr are non-refundable. This policy is in place to ensure fairness across all customer bookings and to protect the availability and scheduling commitments of our photographers.
  
  While we understand that this may not be the outcome Mr. **** was hoping for, we want to reiterate that Snappr remains willing to assist. Weve extended multiple offers to help him schedule a new session, and we are happy to provide a qualified, local photographer experienced in any photography. Alternatively, the payment can remain as credit on his Snappr account or be converted into a transferable Snappr gift card.
  
  We recognize and regret the inconvenience and disappointment caused, particularly given the personal significance of the planned family photoshoot. While a refund is not possible under our policy, we are fully committed to helping Mr. **** make the most of the services he originally intended to receive.

  
  

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23463486
  
  I am rejecting this response, because continuing to cite Snapprs non-refundable policy is not valid in this situation. A gift card or credit is only a reasonable solution if Snappr can actually provide the service and they have repeatedly shown no ability to do so in my area.

  
  
  If Snappr truly has local, qualified photographers available for a family shoot in ****, **, they need to send me:
  
  
  Full names
  Portfolios or links to their work
  Confirmation of their availability within the next 30 days
  
  
  
  
  Ill review these details promptly.
  
  
  If they cannot provide viable options with actual credentials and confirmed local availability, then the only appropriate resolution is a full refund. 
  
  
  Thanks,
  **** ****
  

  Business Response

  Date: 06/17/2025

  Hi BBB Team,
  
  Thank you for the follow-up.
  
  While we understand the client's frustration, Snapprs non-refundable policy remains applicable in this case. The original booking was canceled by the client nearly three years ago, and no service was delivered at their request.
  
  Weve made multiple attempts to assist the client in rescheduling, but specific location details were never providedonly the general area of ****, **. As previously explained to ****, this level of detail is not sufficient for accurate photographer matching. We have consistently requested the exact shoot address, which is necessary to ensure we can source a qualified, available local photographer within the client's preferred window.
  
  We're still happy to help coordinate a shoot and provide viable options. Once we receive the exact location, we can promptly send over photographer portfolios, credentials, and availability.
  
  Until then, and given the client's decision to cancel originally, a full refund is not applicable under our Terms & Conditions. The clients booking value remains on file as Snappr credits or can be converted into a gift card for future use.
  
  We remain committed to a resolution and look forward to receiving the required details to move forward.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23463486
  

  Rejecting this response - frankly, this is just standard behavior from Snappr at this point. They sent me an email at 7.36pm last night asking for a specific location. And then they make statements like 'we've made multiple attempts to assist the client in rescheduling'. 

   

  I've been asking for weeks for them to provide me with photographers available in **** and they can't do it. Prior to that, my wife also reached out to them and got nothing. If they had folk available, they would be putting me in touch with them. Their entire protocol is to stall and deny refunds instead of providing the service that I've paid for. It's terrible customer service and is wasting their time as much as mine. 

   

  I've now provided a specific location via email, so look forward to them providing multiple options for availability of a fully qualified family photographer with a strong track record and detailed portfolio.

  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/30/2025

  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 in advance for services for photographer in Florida while on a family vacation. The app showed that it was accepted and $189 was removed my account to pay for services. I reached out repeatedly to try to speak directly to the photographer named ******* that was scheduled And gave directions. I received no contact at any time and the photographer did not show up for the scheduled appointment. I've reached out tosnapper directly multiple times by email speaking to someone named ***. They have continued to say they needed to find out from the photographer what happened and offered me credit I do not want because one I am out of state and already back home And for another reason, they clearly did not show up so I do not want to use them again

  Business Response

  Date: 06/01/2025

  Dear BBB, 
  
  We sincerely apologize to Ms. Allison W******* for the inconvenience she experienced with her recent Snappr booking. This is not the standard of service we strive to uphold.

  We have been in direct communication with Ms. W******* outside of the BBB platform and have already processed a full refund of $184.21, which has been returned to her original payment method. The refund should reflect within 3–7 business days from the date it was issued. I have also attached the refund receipt for reference. 

  We deeply regret the experience and appreciate the opportunity to resolve this matter.

  Customer Answer

  Date: 06/01/2025

  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. I do believe I received a refund and email after my complaint however I am happy to have it resolved. I would caution other users to not pay for service prior to services. No phone support is available either. 
  
  
  
  Sincerely,
  
  
  
  Alison W*******

• Initial Complaint

  Date:05/20/2025

  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.

  SNAPPR appointment was booked for an engagement surprise photo shoot hours before my partner’s rare disease, which is a protected disability, flared. Customer service was completely unreachable in any reasonable window. I finally got through to someone who was unresponsive and without information. My partner’s disease can be fatal. Their response to a medical issue was unacceptable.

  Business Response

  Date: 05/21/2025

  Dear BBB,

  Thank you for forwarding this concern to our team.
  
  We would like to express our sincere apologies for any distress or inconvenience the client experienced while attempting to cancel their Snappr booking due to a medical emergency. We understand how serious and personal this matter is, and we are truly sorry if our initial response was not aligned with the urgency or sensitivity of the situation.
  
  While our customer support team follows standard procedures to ensure consistency and fairness across all cases, we recognize that exceptional situations—particularly those involving health concerns—require a more compassionate and flexible approach.
  
  After reviewing the details of this case, we promptly cancelled the client's booking and issued a full refund of $184.21. This refund should reflect back to the client’s original payment method within 5–7 business days. We have attached a copy of the refund receipt for your reference.
  
  We appreciate the opportunity to respond and to make things right. Please let us know if any further information is required.
  
  Sincerely,
  ****

• Initial Complaint

  Date:05/02/2025

  Type:Product 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 registered and paid for a photo shoot with SNAPPR on April 27, 2025 for a photo shoot on May 3, 2025. I paid the $184.00 fee for the shoot. I was informed a couple of days later that the photographer that I was given as an option was not going to be available to complete the assignment and another photographer would be assigned. Within a day, I was able to select another photographer. The second photographer informed me within a day that she was unable to complete the shoot due to her work schedule. I followed up with SNAPPR and was told that they were attempting to find another photographer. I NEVER received a follow up email or text (which is the only way you can communicate with this business) regarding a replacement photographer even though I was informed that they would. In my opinion, SNAPPR is negligent in ensuring that photographers are available before putting time slots on their site that customers can choose. It's to the public's disadvantage to pay for services that they are unable to provide and it's just morally wrong to assure customers that you will make every effort to correct a situation in which they have been disadavantaged when you clearly have no intention of doing so. Their only intention is taking their unknowing customers money and not responding to customer's request for a remedy the situation.

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention.
  
  We sincerely apologize to the client for the inconvenience and frustration caused by the cancellation of their scheduled photoshoot. We understand how disappointing this experience was, and we truly regret the disruption and lack of timely communication.
  
  To make things right, we have already processed a full refund of $184.21, which has been returned to the client’s original payment method. For reference, we’ve attached a copy of the refund receipt to this response.
  
  At Snappr, we do our best to ensure photographer availability and provide a smooth booking experience. Unfortunately, there are rare instances when unexpected scheduling conflicts arise. While this does not excuse the outcome, please rest assured that we are actively working to improve our internal systems and communication to avoid such situations in the future.
  
  We hope the client will consider giving us another opportunity to deliver the quality of service that we are known for.
  

  Customer Answer

  Date: 05/08/2025

  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.
  
  
  
  Sincerely,
  
  
  
  Pamela G****

• Initial Complaint

  Date:05/01/2025

  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.

  I hired a photographer through Snappr for my engagement on April 19th. The resulting photos were objectively & demonstrably unusable. This wasn't a matter of subjective taste; the images were so fundamentally flawed that their own editing team confirmed they were beyond repair.
  Despite acknowledging the abysmal quality of the photos & confirming my evidence that their assigned photographer was dishonest about multiple aspects of the service, including charging me a parking fee at a free-to-park location. Snappr's customer service has repeatedly failed to provide a reasonable resolution. Their handling of this complaint has been characterized by excessive delays, over two weeks, during which time they have offered no concrete steps towards rectifying the situation. Adding to the bad experience, the photographer didn't even stay for the full hour we had booked, arriving 20 minutes late and leaving 5 minutes early. His dishonesty extended beyond the shoot itself – we have photo proof contradicting his claims about his early departure, and he even attempted a $45 upsell for an online gallery, Snappr is aware of both lies.
  It's obvious that Snappr's strategy is to drag this out, banking on customers getting frustrated & giving up. They refuse to respond in a timely manner & only respond between 1am-3am. They have refused many requests for a call. Their customer service line is automated, directing you to email them. When I initially needed a photographer, Snappr's response was remarkably fast, with responses within the hour. This stark contrast to their current silence regarding a legitimate complaint suggests a clear prioritization of customer acquisition over providing support when their service fails to meet basic standards. However, I will not be forgetting this complete failure of service. They also charged me more than the statement says. I have been scammed by this company with unvetted photographers & a full refund is the only acceptable resolution at this point.

  Business Response

  Date: 05/04/2025

  Thank you for your feedback and for giving us the opportunity to respond.
  
  We regret that your engagement session did not meet your expectations. At Snappr, we aim to provide a smooth and memorable experience, and we’re sorry to hear this was not your experience. However, we’d like to clarify some key points based on our internal investigation and the photographer’s detailed report:
  
  Shoot Timing: The photographer was on-site on time and ready. According to his report, you began walking to the location at 8:42 PM, which caused the shoot to begin nearly 20 minutes late. The last photo was taken at 9:25 PM, after which your party chose to leave for a dinner reservation and declined further photos. The shortened session was not due to the photographer leaving early, but rather your group concluding the session.
  
  Lighting and Location Constraints: The shoot took place at a ****** hotel property, where professional photography is strictly prohibited without a permit. As such, our photographer had to work discreetly with limited equipment (one speedlight) and under restricted conditions. Additionally, the proposal took place around 9:00 PM at a lakeside location, which posed severe lighting challenges. These conditions were outside of the photographer's control.
  
  Creative Direction and Posing: The photographer asked for sample images or preferences to better match your expectations, but was told to take creative control. He also noted that your party was unwilling to pose and that the subject was visibly nervous throughout. Despite these challenges, the photographer did his best to capture the moment within the limitations presented.
  
  Parking Fee: You agreed to the $45 parking fee in advance as part of confirming the photographer’s acceptance of the assignment after a last-minute replacement. This was communicated clearly and documented.
  
  Gallery and Image Delivery: Contrary to your statement, no off-platform upsell was made. You inquired about receiving the images via ****** ***** ** ********, but the photographer informed you that all final images would be delivered through Snappr’s platform, as per our standard process.
  
  While we understand your disappointment, we also ask for understanding regarding the complexities of this shoot—especially given that it took place at a restricted location, at night, with minimal lighting, and under time and participation constraints.
  
  We also want to reiterate that Snappr’s Terms and Conditions, agreed upon at the time of booking, state that all payments are non-refundable.
  
  For further reference, you may review our full terms here: *****************
  
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  
  It is deeply concerning that Snappr's response continues to misrepresent the events of April 19th, directly contradicting evidence already provided and acknowledgments made by your own team. Let me be unequivocally clear: your "clarifications" are inaccurate.

  Regarding the shoot timing, your photographer, ******, himself stated he was running nearly 20 minutes late, texting "give me 15 minutes" at 8:36 PM. We only texted we were "headed there now" in response to his lateness, not as the cause of the delay. Furthermore, our dinner reservation was made after he left to accommodate him, and our later seating time proves we were not rushing to leave. The shortened session was a direct result of ******'s inefficiency and lack of direction, not our desire to leave early.

  Concerning the lighting and location constraints, we were under the distinct impression that ******, representing Snappr, had obtained the necessary permissions to photograph on ****** property. He never indicated any restrictions prior to or during the shoot. ****** permits private photography with proper authorization, a responsibility that unequivocally falls on the professional hired for the job, not the paying customer. Snappr's failure to ensure this authorization and their subsequent attempt to blame us for these limitations is unacceptable and feels deliberately misleading.

  Regarding creative direction and posing, this is a blatant falsehood. We practically begged ****** for posing guidance from the very first photo, as evidenced by the initial shot itself. His repeated, unhelpful responses of "do whatever you want" left us, as non-photography professionals, to awkwardly pose ourselves. He never once asked for sample images or preferences before the shoot. The fact that my fiancé was nervous is hardly surprising given she had just received a surprise proposal, a fact ****** was aware of.

  The parking fee was $20, not $45 as you now claim, further highlighting the carelessness of your team. As I stated clearly to your colleague ****, whose recorded call you can review, this fee was levied despite parking being free at the resort. I only agreed to it out of desperation after Snappr's last-minute cancellation of another photographer.

  Regarding the gallery and image delivery, we have screenshot proof of ****** offering an off-platform online gallery, directly contradicting your claim. I only inquired about alternative delivery methods close to the 48-hour mark due to his lack of communication.

  Lastly, your team has already agreed to assist me with a partial refund at the minimum, which in addition to a direct contradiction to your statement, is still not appropriate given how terrible the pictures are. The updated THIRD PARTY PLATFORM that SNAPPR has just sent us (see email screenshot of ****** drive link) still consists of 30-40 of the same awful pictures but with increased exposure. This does not fix the terrible angles, off center pictures, photos of us blinking, his tardiness, charging for free parking, and Snappr's deceptive photography practice.

  Your attempt to retroactively apply your Terms and Conditions regarding non-refundable payments is disingenuous given the complete failure of your service and the documented dishonesty of your photographer, both of which your own team has acknowledged after reviewing the evidence we provided.
  We have demonstrated, with concrete evidence, that your photographer was late, lied, failed to provide professional service or guidance, and attempted to circumvent your platform's payment system. Your continued deflection of responsibility and misrepresentation of the facts are unacceptable. We expect a prompt and just resolution, which, at this point, is a full refund.
  
  Sincerely,
  
  Dj F*******

  Business Response

  Date: 05/06/2025

  Hi BBB, 

  Thank you for forwarding the client's continued concerns. We appreciate the opportunity to respond and clarify the matter further.
  
  First and foremost, we stand by the resolution already provided. While we regret that the client was dissatisfied with the experience, we must reiterate that Snappr’s role is to provide a professional photographer for the scheduled session. The client is responsible for securing any necessary permits or permissions for private or professional photography, especially when shooting in locations such as ****** properties. Our photographer did not bring external lighting equipment out of concern for violating ******** policies, as the photoshoot was not officially permitted. Bringing in such equipment without authorization could result in the photographer being banned from the premises. This limitation, unfortunately, impacted the lighting conditions—but it is not attributable to negligence on our part.
  
  Regarding the timing of the session, we understand that the photographer did text the client at 8:36 PM indicating a short delay. However, the photographer was already on-site and waiting when the client began walking toward the location around 8:42 PM. The last photo was taken at 9:25 PM, which is within the agreed shoot window. Any perception of the session being rushed is unfortunate but does not reflect a deliberate curtailing by the photographer, who remained available throughout the scheduled time.
  
  On creative direction and posing guidance, while our photographers can offer light direction and ask for reference photos to match a client’s style, the shoot’s tone and preferences must be communicated clearly by the client. Our records indicate that the photographer did request posing ideas and reference images, but the client chose to leave creative decisions up to him. We understand nerves can impact photo sessions, particularly during emotionally significant events like proposals, but we do not believe this circumstance reflects a lack of effort or professionalism on the photographer’s part.
  
  In closing, we respectfully disagree with the client’s characterization of our services and conduct. We have responded to all inquiries, provided appropriate resolutions within our policies, and have not identified any deception or policy violations by our team. While we understand the client is seeking a partial refund, we maintain that the services were rendered, and the support we offered has been fair under the circumstances.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 05/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  You're ignoring the facts and blatantly lying.

  Your continued defense of the indefensible and your blatant disregard for the evidence we have repeatedly provided is frankly insulting. To claim you "stand by the resolution already provided" in the face of documented falsehoods and a completely failed service is beyond comprehension. Let me correct your latest attempt to rewrite reality point by point:

  Shoot Timing: Your claim that we caused the delay is a deliberate misrepresentation. We were on-site, having a drink and waiting, before the scheduled 8:30 PM proposal time. I sent a message telling him that at 8:19, as we were wrapping up drinks. It was ****** who texted me at 8:36 PM stating he was running nearly 20 minutes late, requesting an additional 15 minutes. My text "on our way" at 8:42 PM was in response to his lateness, indicating we were proceeding to the agreed-upon location despite his tardiness. I even had to physically wave him down to get his attention upon his delayed arrival. Our presence on-site well before his arrival is documented proof of who caused the initial delay.

  Lighting and Location Constraints: Your assertion that we were responsible for securing permits is ludicrous. We hired Snappr, a professional photography service, and it is the responsibility of the business being paid to ensure they can legally and professionally execute the service. Snappr even canceled our initial photographer due to a lack of necessary permissions, implying you understood this responsibility. Rebooking us with ****** just two days before the shoot heavily indicated that he possessed the required authorization. At no point did Snappr inform us that this professional photography shoot was prohibited or that ****** lacked the necessary permissions. This crucial information was concealed from us, and now you attempt to shift the blame for the resulting poor lighting onto us. This is a blatant dereliction of your duty.

  Creative Direction and Posing: Your claim that ****** requested posing ideas or reference images is a bald-faced lie. There is absolutely no record of this communication. We have repeatedly stated, and the very first photograph proves, that we were desperately asking ****** for guidance. His consistent response was an unhelpful "do whatever you want." If your records indicate otherwise, we demand to see this supposed request. The fact that my fiancé was nervous after a surprise proposal is entirely irrelevant to ******'s complete failure to provide basic professional direction, a fundamental aspect of a paid photography service.

  Parking Fee: You ignored the parking fee that you misstated on your response to the BBB. It was $20, a fact I disputed with your colleague **** on a supposedly recorded line, explaining that parking is free at the resort. I only agreed to this fee under duress due to Snappr's last-minute cancellation of our original photographer, leaving me with no other option.

  Gallery and Image Delivery: We have provided irrefutable screenshot evidence of ****** attempting to upsell us an off-platform gallery for $45. Your denial of this fact is simply ignoring the proof we have submitted.

  Your entire response is a disingenuous attempt to deflect responsibility for a poorly executed service by a dishonest and unprofessional photographer. You continue to side with a vendor despite overwhelming evidence of his misconduct and the abysmal quality of his work, which even your own team acknowledged. Your claim that you have provided "appropriate resolutions within your policies" is a slap in the face to a customer who received a service so inadequate that your own editing team deemed the photos unsalvageable.

  We have provided ample evidence – screenshots of late texts, confirmation of our presence on-site before ******'s tardiness, proof of the off-platform upsell, and acknowledgment from your team regarding the poor quality and the photographer's lies. Your continued refusal to acknowledge these facts and issue a full refund demonstrates a shocking disregard for customer satisfaction and a clear pattern of prioritizing a flawed vendor over the wronged customer. We will be pursuing all available avenues to rectify this injustice.

  
  
  Sincerely,
  
  
  
  Dj F*******

• Initial Complaint

  Date:04/29/2025

  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.

  We booked a videography session with them on April 17, but decided to cancel the session with them by April 19. We paid them 1600, and asked for a refund. We just want it refunded and not store credit, as we no longer want to do business with them. They are not giving us a refund when no videography session was performed, which is scheduled for this weekend. It is really wrong to not give a refund for a service that was not done, and we will likely never do business with them again. We reached out many times for a refund response, and they never called us back. But when we were considering using them, they hounded us like crazy. We just want our money back for services not provided! It’s crazy because we been using them on and off for 3 years, and they can’t be good to customers like us! Totally avoid them.

  Business Response

  Date: 05/04/2025

  Dear BBB Representative and Mr. H****,
  
  Thank you for the opportunity to respond to the complaint filed by Mr. Andrew H**** regarding a booking made through Snappr.
  
  We understand Mr. H****'s frustration and appreciate his prior business with us over the years. While Snappr’s policy clearly states that all payments are non-refundable as outlined in our Terms and Conditions (available at ****************), we have reviewed the specific case with care.
  
  Given that no service was rendered for the video shoot, we have refunded the full amount paid for editing services totaling $795, and refunded the $300 travel fee associated with the photo shoot. We believe this is a fair and reasonable resolution under our policy.
  
  However, as communicated directly to Mr. H****, the booking fees for both the video and photo shoots will not be refunded. Instead, these amounts have been converted into Snappr credits, which can be used toward a future shoot at any time. This policy exists to cover the cost of reserving talent and holding time slots that can no longer be rebooked on short notice.
  
  For transparency, we have attached the refund receipts for your reference.
  
  Should Mr. H**** wish to review the full terms that were agreed to upon booking, they can be accessed at ****************.
  
  We remain committed to resolving concerns fairly and respectfully and hope this explanation provides clarity.

  Customer Answer

  Date: 05/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Andrew H****

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  Thank you for forwarding the client's response.
  
  We understand that the resolution we provided may not have met their expectations. However, as outlined in our Terms and Conditions—attached here for reference—all payments made through our platform are non-refundable. I have also included a screenshot highlighting the relevant section for clarity.
  
  That said, as a gesture of goodwill and in recognition of the client’s history with us, we have issued a refund for the editing services and the travel fee, since those services were not rendered. The remaining booking fees have been converted into Snappr credits, which can be used at any time and do not expire.
  
  Thank you for your time and consideration.
  

  Customer Answer

  Date: 05/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  We literally cancelled the planned videography within 48 hours. This company is trying to steal your money because it only offers store credit when there is no way we want to do business with them again. I never agreed to those terms or signed to agree to them. The company is very shady and do not do business with them! 
  
  
  
  Sincerely,
  
  
  
  Andrew H****