ComplaintsforGeskus Photography, Inc

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for a package of school pictures with a optional premium background, class picture and digital download. I received none of this. Tried both calling and emailing the company to no avail.

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/10/29) */ Customer placed an online order for 2 children on 9/21/21, 2:23 PM EST. Both children were photographed at their appropriate schools on 9/22/21 Both schools jobs were processed along with importing online orders for their specific school, printed and shipped to their appropriate schools on 10/6. On 10/15/21 our customer service representative noticed a critical mistake, (I am not certain, can only assume this is when the customer may have reached out via phone???). Both children's orders were placed under the same school name, when in reality they are at different schools. Therefore when the online orders were imported the child with the wrong school did not import correctly. The corrected order (action item # ********) was created on 10/15, with the premium upgraded background was processed and sent for printing on 10/20/21 as job named "***************" The job with corrected order was printed and picked up by our mailing service on 10/25, it should have been in the USPS mail stream in ************ no later than 10/26. The mailing address was: ********* ****** ***************** ****************** Customer did email on 10/27, we see record of that and have recently responded (today). We are extremely sorry for the delayed response as we are currently responding to phone calls and emails in order of arrival with a very skeleton crew as some customer service team members are currently out of the office due to uncontrollable circumstances. Class pictures are in the form of a class composite, (all the class' individual pictures composed an a single sheet) These are not generated until after Make-up/retake picture day and once the school staff has had a chance to review and proof the product. Delivery on the class pictures are at a later date (as indicated on the order confirmation "Class Picture Shipped to the school at later date not with picture package"). We are extremely sorry that this mishap took place. Please note that we appreciate our customers and their business and will continue to work with them to make sure they receive their products in a timely matter. THanks, Gpi

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