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:01/06/2025

  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.

  On 6/24/24 we emailed Loretta Grace Photography to let them know that we would like to end our contract. We mentioned that we were aware the $1000 deposit was non-refundable, and would like any info/paperwork needed to be refunded the remaining $785. We thanked them for their time and wished them the best.
  
  We received no response, and followed up on 6/30. We then received a response with a cancellation agreement at around 5pm. We signed the next evening and she confirmed that it had been received and that refunds would be processed within 60 days.
  
  We reached out on 10/30/24 to let her know that we had not received our refund. We received no response, and followed up on 11/05/24.
  
  Amanda responded on 11/05 that she was reaching out to her support system and acknowledged that it was well over the 60 day time frame, along with that ‘she can’t do anything about concerns without actually being made aware of them’. These emails were us making her aware.
  
  We sent a follow up email on 11/13 after no update. We sent another follow up email on 11/21 and received our first Out of Office email stating that they were attending to a personal matter.
  
  Our last email to Amanda was sent on 12/4. She has not responded to us since 11/05/24. As of today 1/4/25, it has been an additional 60 days since Amanda was made aware of this issue. She is active on social media.

  Customer Answer

  Date: 01/07/2025

  We have received our refund and can close this claim. Thank you.

  Business Response

  Date: 01/08/2025

  We want to clarify that a refund was already processed for this client. We take all client concerns seriously and have always tried to resolve issues promptly.
  
  However, we must address the serious threats we received from this client, their family members and multiple forms of harassment which made us feel unsafe. For the safety of our family, including our children, and our team as well as clients, we have had to stop all communication with you. Threatening behavior is unacceptable, and we will not tolerate it under any circumstances.
  
  Regarding your desire to cancel your wedding with us, we made it clear that we were on vacation when you first contacted us, and we informed you of that. Despite our response, you requested an engagement session during peak wedding season (within a few weeks nonetheless)
  and requested we drop everything , despite having other clients weddings and session as well, which unfortunately we could not accommodate due to prior commitments and running a business where we ensure to treat all clients with fairness and respect. We understand that this was frustrating, but our other obligations and the respect we give all clients must come first.
  
  It’s concerning that you expected us to prioritize your needs over our family and other clients. Our decisions are made with care and consideration for everyone, and we will not tolerate behavior that compromises our safety or professional integrity
  
  
  We hope this clarifies the situation.
  

• Initial Complaint

  Date:01/02/2025

  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.

  Warning future clients about Amanda’s lack of professionalism when it comes to cancellations & handling complaints. I hired Amanda for my Aug 2024 wedding. Great communication initially. May: she relocated from ** ** ** - wedding was in **. She assured this wouldn't cause any issues/inflation.
  July: Her communication was lacking due to out of office replies, but she assured everything was on-track. 5 days prior to event, I contacted her for finalizations: another out-of-office reply. Didn’t hear back until 15 hrs before wedding day - she texted saying she couldn’t come & had arranged for colleague, *****, to step in.
  I had no choice but to trust Amanda. She insisted he had experience & all details, but didn’t provide any ref’s & sent a few of his photos. Wedding Day: ***** was lovely, yet seemingly unprepared. Severely doubt he had a shot list, & as a busy bride I shouldn’t be responsible to track the shots. He did his best to follow my instructions, but he didn’t provide much direction or help with posing - I had specifically requested extensive guidance in front of the camera.
  The gallery was disappointing. All edits appeared cloudy/overexposed, despite it being a clear blue sky day. Received 33% of the shot list I provided. There were key ceremony photos where faces were obstructed, group shots were poorly framed.
  I confronted Amanda with specific examples of the issues - instead of addressing concerns professionally, she blocked me on social media & perceived my feedback as “serious allegations.” I requested a discount or delivery of the unedited versions, but she denied both. She suggested we meet with her & *****, but I didn’t feel the need to rehash everything since I had already outlined my concerns in writing. So, she said get a lawyer.
  This isn’t about the money - I already wrote it off. Main issue was the loss of once-in-a-lifetime moments that I’ll never get back. Memories can’t be recreated, & the photos did not reflect the effort put into the day.

  Business Response

  Date: 01/02/2025

  Thank you for your feedback. We appreciate the opportunity to address your concerns, and we regret that your experience with us did not meet your expectations.
  To begin, we are glad that you initially expressed satisfaction with the images and the service provided by our photographer. After your wedding, you downloaded the gallery, shared the images widely on social media, and praised our work, all of which led us to believe you were happy with the results. However, we were surprised when, a few days later, you expressed dissatisfaction with the photos and requested a refund, particularly after sharing so many of them publicly and speaking positively about them. We understand that feedback and expectations can evolve, but we’d like to clarify a few points regarding the service we provided. Our photographer was on-site for the full contracted time, as outlined in the agreement. The photographer on site, who is highly experienced and has worked with us on many weddings, remained on site for the entire duration of the event and made every effort to adapt to the challenging lighting conditions. As you’re aware, your wedding ceremony was held in the middle of a field, during the peak of afternoon sunlight, which presented significant challenges for photography. While harsh sun can make it difficult to achieve the desired lighting, our photographer used their professional judgment to capture the best possible images under those circumstances, as they do with every event. As stated in your contract, you acknowledged that the photographer would use their artistic judgment, and that aesthetic decisions are ultimately the photographer’s responsibility. The contract also specifies that disagreement with the photographer’s artistic judgment is not grounds for termination of the contract or a refund. We stand by the images delivered, as they reflect the best possible outcome given the conditions we were working with and the time of day. 

   

  Regarding the meeting we arranged between the photographer on-site and the owner of the business, this was scheduled after you had already expressed dissatisfaction with the images. The purpose of the meeting was to ensure that we can understand your concerns. You refused to meet with the photographer on site present at the meeting. This was concerning as that would essentially not be a fair meeting for the photographer to speak their thoughts or give their reasoning behind the accusations made against them. Unfortunately, despite agreeing to the meeting, we were informed on the day of that you no longer wished to have this meeting, and we were unable to have the conversation that might have helped address your concerns directly. We also want to clarify the misunderstanding that you brought to our attention via email regarding the request for an additional hour of photography. You mentioned that, because you had offered the photographer a meal, this somehow entitled you to an extra hour of photography at no charge. While we sincerely appreciate the gesture of offering a meal to the photographer, this does not equate to an additional hour of service. The contracted time for the photography was clearly outlined in the agreement, and the photographer worked the full contracted hours. We always ensure that our clients receive the time and service they are paying for, and additional hours are typically only provided if explicitly agreed upon in advance and at an additional cost.

  We also want to clarify that many of the specific image requests and poses you mentioned were not communicated to us before the event. You provided us with a detailed shot list only after the wedding. Had we received this information ahead of time, we would have worked to ensure that those requests were fulfilled. We are always happy to accommodate our clients' specific needs, but it's critical to have clear communication in advance to allow us to meet expectations fully.
  We sincerely tried to address your concerns and resolve this situation amicably. Our goal is always to maintain a professional and cooperative relationship with our clients, and we take these matters seriously. 

  Finally, we would like to reiterate that the service was provided in full, as agreed upon in the contract. The photographer worked the full contracted time, and the images delivered were consistent with the style and artistic judgment outlined in your signed agreement. As per the contract, you acknowledged that you had reviewed the photographer’s previous work and understood that the photographer would use their artistic judgment to deliver a final product in their signature style. Disagreement with the photographer’s aesthetic decisions is not grounds for a refund or contract termination, and we stand by the work delivered. We regret that this situation escalated to this point, and we appreciate the opportunity to address these concerns. Our goal is always to ensure that our clients are happy with the service we provide, and we deeply regret that this was not the case in your instance.

   

  
  

  Customer Answer

  Date: 01/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I’d like to note that I did not “share the images widely on
  social media” and “praised” the work. I posted 5 out of 400 received photos on ********
  as these were the best ones I could find. Of course I downloaded the gallery,
  as I had obviously already paid for it in full. Our ceremony was completely shaded
  by a forest of trees blocking the afternoon sun, so your feedback does not
  explain why we received zero clear shots of our walk down the aisle. We also
  did not demand an extra hour of photography at no charge, this is entirely
  false. In good will, we offered a meal/30 minute break for ***** as he had travelled
  far for us. We’d just hoped that, in good will, he would have stayed the extra
  30 minutes to shoot the full 4 hours we paid for. Reminder that the contract we
  signed was signed with the result of Amanda Richardson as our photographer.
  That is what was agreed upon. We never once agreed upon, discussed, nor signed a
  contract allowing a different photographer at our wedding. All specific images/shot
  list were required prior to our July meeting. I included screenshots in my
  original complaint of all image requests in that survey, completely documented.
  You are falsely accusing me of not providing our image requests when YOU are
  the one who required this information a month prior to the event. See attached, again. You said in your reply “as per the
  contract, you acknowledged that you had reviewed the photographer’s previous
  work and understood that the photographer would use their artistic judgment.”
  This is false again. We signed the contract with you acknowledging that we had reviewed
  AMANDA RICHARDSON’S previous work and understood her judgement. Not *****. All
  that we ask in return is receipt of the unedited image gallery.
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/03/2023

  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 booked a photo session with Loretta photography. It was supposed to happen on February 4th 2023. I send the amount of $222.70 Two hundred for the session plus tips. Two days before the session I texted she was supposed to give me the location . She then cancel and say her kids were sick. She use that excuse a lot. She then say she could not do it within the month because she was celebrating her birthday and she’ll be out of town. And I could not get my money back . I just want my money back because I’m not the one cancelling or rescheduling the photo session. And the excuses she was using are not valid or not convincing me. She promise a reschedule which never happens because she’s always out of her office. She promise to talk or tex when she comes back and never does .

  Business Response

  Date: 02/03/2023

  Good morning, 

  My name is Amanda R********* and I am the legal owner of Loretta Grace Photography. I have received this complaint and I am formally responding.  

   

  The client reserved a session for a session scheduled for February 4, 2023. Unfortunately my two children came down with an illness and I notified the client that the sessions for that day needed to be rescheduled. The client understood and accepted to reschedule and was pleased to reschedule. 

   

  I notified the client of multiple dates and the client notified me that “she expected a date in February” - as I told the client, I was going out of state next weekend, the following weekend I may have had a slot on the 19th but had to confirm, and my birthday is the 26th of February and I was taking that time off. As a self employed business owner, I am not given a set schedule nor permanent days off as another employee working for an employer is allowed to do, therefore I take my own days off, as I am legally allowed to do. 

   

  The client messaged me less than 48 hours later of originally speaking to her stating I was a scam and that she was requesting a refund. I noted that per my contract, the fee is non refundable but that I was happy to look into the 19th for her or offer her a credit. 

   

  The client was not happy with that and insisted on a refund ‘because I’m a scam” - I offered her the refund and sent her a notice that must be signed before a refund would be issued - the refund was to be issued within 90 days. 

   

  Per ** law, I believe that this is within rights as the law states on the Consumer Protection website :

  
  
  

  In ***********, sellers can set any refund or exchange policies they choose, provided that they post the policy in a conspicuous place for customers to see. If there is no notice posted, you may, within seven calendar days, return any new, unused item to the store with a proof of purchase, and get a cash refund on a cash sale, or a credit to your charge account on a credit card sale. By law, you arenotentitled to a refund on:

  ·       Food

  ·       Perishable items, including live plants

  ·       Custom-ordered or custom-made items

  ·       Items that were sold “as is” or as a “final sale”

  ·       Items with no proof of purchase

  ·       Used items

  ·       Items which by law can not be resold, such as mattresses

  This sale was final and no refunds (I have attached my contract) therefore the client is legally not entitled to a refund but I was happy to do so after she signed the form sent to her via email this morning. I followed up shortly after to remind her to sign the form so we can get that taken care of, and instead the client notified multiple agencies to report me - and has still not signed the form. 

   

   

  If the client is requesting an immediate refund, I am happy to refund her 10% of her fee immediately by the end of business day or I am happy to resend the form to her and have her sign the form stating the reason for the cancellation and process the refund within the time stated (which I believe is still within ** law/rights as a business owner)

   

   

  Thank you for your time. 

  Amanda R********* 

   

   

  Copy of the contra** that the client signed:

   

  SESSION FEE/RETAINER

  Client understands that the session fee of $200 is non-refundable and reserves the date and time for the Photography Session.

  CANCELLATION

  Loretta Grace Photography agrees to reserve and not make any other reservations or accept any other clients for the date, time, and duration listed above (the “Session Date”) for performance of the services listed in the Quote above (the “Photography Session”). For this reason, in the event that CLIENT BREACHES, REPUDIATES OR CANCELS the contra** for any reason, all monies paid shall be retained by Loretta Grace Photography, in order to offset its loss of business. In all circumstances, all sales are final and all payments are non-refundable.

  Loretta Grace Photography retains all copyrights to all images created during client’s session. A print release will be given with digital files to print portraits for personal use. The print release does not allow publication of your portraits (i.e. entering in contests), selling or altering of your images without the photographer’s written permission. It is illegal to copy, scan, download, print, share, alter, or otherwise steal any image created by Loretta Grace Photography client’s photo session. This applies to "sneak peek" images, images posted in an online proofing gallery, blog, Facebook, or hard copy images. If client steals images via any method listed above, or any other method, client will be invoiced for the cost of EACH digital image client has stolen, at photographer’s current price per digital file.

  RESCHEDULING

  Client may reschedule the Photography Session once without forfeiting any fees paid, provided that: (1) Client provides notice of the desire to reschedule no less than 24 hours before the Session Date; and (2) the Photography Session is rescheduled to a date no later than 60 days after the Session Date. If reschedule date is more than 60 days from original session date or more than one reschedule is made, all monies paid are forfeited and a new retainer is required. Photographer maintains the right to reschedule if needed due to inclement weather, illness, emergency, etc. at no additional costs to the Client.

  LATE ARRIVALS

  If Client arrives late to the Session, the Photography Session will end at the scheduled time. If Client is more than 25 minutes late for the Photography Session, the Photography Session will be considered cancelled and all fees will be retained by Loretta Grace Photography.  "changing wardrobe" time is also taken out of the session time.

  CREATIVE CONTROL

  Loretta Grace Photography retains creative control of the Photography Session in its entirety, including but not limited to, the adjustment of hair, makeup, jewlery, clothing, props, and sets. Loretta Grace Photography DOES NOT PROVIDE ADDITIONAL PHOTOGRAPHY SESSIONS IN THE EVENT CLIENT IS DISSATISFIED WITH THEIR APPEARANCE IN THE FINAL IMAGES. The Client agrees to notify Loretta Grace Photography of any dissatisfaction with their appearance, including but not limited to wardrobe, hair, and makeup, prior to photographs being taken.

  HAIR AND MAKEUP

  Client agrees to release and hold harmless Loretta Grace Photography for any services rendered or products applied by any stylist, hair and makeup artist, or other independent contractor before the Photography Session. This includes, but is not limited to, allergic reactions or injuries resulting from the techniques or products used. Client agrees to notify Loretta Grace Photography along with any stylist, hair and makeup artist, or other independent contractor used during the Photography Session of any and all allergies prior to the Photography Session. Client understands hair and makeup is not included in the fee.

  USE OF DRUGS

  Loretta Grace Photography reserves the right to cancel or stop the Photography Session or otherwise deny services at any time if Boudoir By Allison Cole believe that Client is under the influence of an illegal substance.

  PHOTOGRAPHIC MATERIALS

  All photographic materials, digital or otherwise, including but not limited to negatives, transparencies, proofs, previews, and electronic image files shall be the exclusive property of Loretta Grace Photography. Loretta Grace Photography retains all legal rights, including copyright to the images taken in the Photography Session. Client waives any and all legal rights in the images taken during the Photography Session. Loretta Grace Photography own the copyright in all images created and shall have the exclusive right to make reproductions for, including but not limited to, marketing materials, portfolio entries, sample products, editorial submissions and use, or for display within or on the Photographer’s website and/or studio when a Model Release is signed stating the release of Client's images. If the Client declines the Model Release, no use of the images will be public and the images stay private. If the Photographer desires to make other uses of the images outside of uses stated in the Model Release, the Photographer shall not do so without first obtaining the written permission of the Client. The Model Release is a separate document the client will sign giving consent or declining consent at the photography session.

  CLIENT USAGE

  Photographic Images are solely for the personal use of the Client and shall not be used for any commercial use without express written permission from Loretta Grace Photography. Client understands and agrees that any reproduction, duplication of any image not purchased or alteration of any images owned or produced by Loretta Grace Photography including but not limited to Photographic Images AND IMAGES MADE PUBLIC BY  Loretta Grace Photography ONLINE, by anyone other than Loretta Grace Photography is strictly prohibited and is a breach of this Agreement and a violation of the legal rights of Loretta Grace Photography.  ALL IMAGES created by, Loretta Grace Photography are protected by Copyright Law (all rights reserved) and may not be reproduced in any manner without the photographers written permission. It is illegal to copy, scan, download (unless digital gallery was purchased), screenshot, print, modify, re-produce, re-edit, add any filters, convert to black and white or otherwise steal any image created by Loretta Grace Photography This applies to images posted in a Private Online Gallery, Blog, Facebook, Instagram or Hard Copy images.  The Client may however share web/blog post links and social media albums through use of the share functions and dissemination of dire** links. If Client steals images via any method above, or any other method, Client will be charged legal fines and invoiced for the cost of EACH digital image stolen, at Photographer’s current price per image. If client has any questions regarding copyright and the use of photographs please conta** Loretta Grace Photography

  LIMIT OF LIABILITY

  Loretta Grace Photography the utmost care with respe** to the exposure, retouching, and transportation of digital captures, proofs and prints. However, in the unlikely event that all the originals are lost, stolen, damaged or destroyed within or beyond  Loretta Grace Photography, Loretta Grace Photography is limited to a re-shoot which will be scheduled at no additional cost. In the unlikely event that Photographer is injured or becomes too ill to attend the portrait session, Photographer will make every effort to reschedule to the earliest possible date.

  INDEMNIFICATION

  Loretta Grace Photography shall be held harmless for any and all injury to client during the course of the Photography Session or any injury on or near the premises before, during, and after Photography Session.Loretta Grace Photography shall be held harmless for any and all economic, reputational, or any other damages to Client resulting from the nature, subje** matter, composition, or dissemination of images taken during the Photography Session. Client agrees to defend and indemnify Loretta Grace Photography for any legal claims by third parties resulting from the nature, subje** matter, composition, or dissemination of images taken during the Photography Session. Client further agrees to defend and indemnify Loretta Grace Photography for any and all legal claims caused by intentional or negligent acts of the Client.

  TURNAROUND

  Editing and delivery of images can take up to two (2) to three (3) weeks.

  You will be getting the agreed upon number (10) of high res images delivered via an online gallery along with a print release. You will then have ten (10) days to download your images. In the event that you do not download your images within the ten (10) days, a 25.00 fee will be charged to re-upload your gallery, to be paid before your gallery is re-uploaded.

  I understand that image quality can not be guaranteed if I am late for my scheduled shoot time.

  I understand that I am allowed to rebook one (1) time in the event that I need to reschedule my shoot time for any reason, I understand that I waive my non refundable booking fee if I have to reschedule more than one, and a seperate booking fee must be paid before my appointment is confirmed.

  I waive my right to shoot and acknowledge the loss of my non refundable booking fee if I am more than 20 minutes late to the scheduled shoot time.

   

  Copy of cancellation that was sent this morning at 7:20am and never signed. 

  I would also like to state that the form being signed offers a full credit but if the client would like to choose not to send the form, that is where i am happy to issue a 10% refund instead (refunds are not offered but I am making an exception)

   

  A refund has been issued to the client. 

   

  Thank you for your time 

  Amanda R*********