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:06/10/2024

  Type:Order 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 Michael Daniels Photography to take my son's senior pictures. I chose the platinum package and signed a contract. I paid a total of $956.53. He took the pictures on August 20th. I received access to the online gallery where I chose the pictures I wanted for my order. After finalizing my choices, I notified him I was ready for him to order on February 17th. I was supposed to receive 2 8x10 photo books and a 4x6 print of each photo in the gallery. On March 18th he informed me the order got lost so he had to reorder. On April 4th he told me the order got returned to sender because he put in the wrong address. He said he needed to update the address and it would ship. On April 8th he said he wasn't sure if it was being shipped or re-printed. On April 16th I received 1 8x8 photo book with low resolution pictures that were not the pictures I choose. This was a paperback book and not at all what I paid for. I informed him that this was not acceptable. He assured me he contacted the company and reordered the correct items. On May 3rd I reached out to him as I still did not receive my order. He told me he ordered them the Monday prior and they should arrive soon. I asked for a tracking order and he told me he would send me the tracking order once he received it. I informed him that he told me he re-ordered them back on April 16th and wondered why he told me he just ordered them last Monday. At this point he called me and told me he made a mistake when he moved and got his orders mixed up. He assured me the order was on the way but he was not sure it would arrive before graduation. He told me if I printed the 4x6 photos he would reimburse me for the expense. I messaged him on May 22nd asking for a tracking order as I still had not received the order. He has not responded. I would like to be reimbursed the difference between the basic package and the platinum package as I have got no product except the digital images. The basic package is $550.

  Business Response

  Date: 06/10/2024

  Dear BBB,
  I am writing in response to the complaint filed by ******** ****** concerning the senior albums for her son. I deeply regret the inconvenience and frustration this situation has caused and appreciate the opportunity to address the matter.
  

  Firstly, I would like to sincerely apologize for the delay and confusion surrounding the completion of the senior albums. This mix-up was entirely my fault, and I take full responsibility for the oversight. The delay occurred due to an error on my part when placing the order, which resulted in the wrong order being processed.
  

  During my communication with the production company, I was informed that they believed the order had already been fulfilled, which is why they did not respond to my further inquiries. Unfortunately, this miscommunication contributed to the delay in rectifying the issue.
  

  Throughout this period, I have been in complete contact with *** ******, keeping her informed about the situation and offering different solutions while I worked to fix the problem. I explained to *** ****** what had happened and assured her that I was taking the necessary steps to resolve the issue. I appreciate her patience and understanding during this time.
  

  I am pleased to inform you that the problem has now been fixed. The correct order has been processed, and the senior albums will be delivered. 6/20 - 6/25 While this was an unfortunate situation that affected more than just *** ******** *****, I have taken measures to prevent such errors in the future. These measures include implementing a more robust follow-up system and improving communication channels with our production partners to ensure all orders are tracked and confirmed accurately.
  

  Once again, I apologize to ******** ****** and her family for the inconvenience. I appreciate their patience and understanding as we worked to resolve this matter. Should there be any further concerns or questions, please feel free to contact

  me directly.
  

  Thank you for your understanding and assistance in resolving this issue.
  

  Sincerely,
  ******* *******
  Photographer