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Business Profile

Photographer

Mallory Portraits
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/20/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 was contacted by Mallory Portraits after submitting pictures and a description of my senior dog. Hes 14.5 and my literal life-saver, so why not? I was contacted and informed that he won and we could schedule. I was then asked for a $300 deposit to ensure that it would be refunded as long as we showed up for the appointment. We did, soaked in a downpour, and not only did it take 15 minutes for any person to greet us, but I also asked for a towel before the shoot, told it was on way, but it never came. About 30 minutes after we arrived, the photographer arrived, and clearly was not experienced with dogs, which was the first red flag. I had to stop her at 40 min. of a 1-hr session because my dog was running away, and she did not capture one shot when I was sweating like crazy creating shots. She assured that she had great snaps, and the art director would be out with me shortly. Another 30 min later, I was presented with 17 photos that were viable for art work. I immediately informed the art director, ************, that none of them depicted my dog, and I have so many better shots of him. She proceeded, Just think of 5 yrs down the road when hes gone, what you want to see when you come in the door. I answered none of them, then she just tried to bait me with emotional questions about my dogs significance to me. As the, contest, was for a free session and 16 custom painting, nothing made sense. My final resolution was that I only wanted what we had won. After the $300 dollars was not refunded the day after, I called and left several messages. I was contacted by a man named ****, who was not objective, became defensive, and then said, How do you know these pictures dont depict your dog. I simply answered, because I have at least 14k pictures of him over 14 years. Right after that, he confirmed that I would be refunded. Never happened. Nothing received either.

    Business Response

    Date: 05/20/2024

    Please find the attached original signed order form from this client plus the screenshot proofs of refunds for both the deposit and the additional order this client placed.

    Customer Answer

    Date: 05/20/2024

     
    Better Business Bureau:

    The integrity of this business, in reference to complaint ID ********, was fully restored and resolved, in part by **** reaching out to me today. I have never filed a BBB complaint before, but this, I believe, also gave the business insight in to how they can do better. ?? Guess thats what you guys do! Thank you!!!

    Sincerely,

    ***********************

  • Initial Complaint

    Date:01/23/2024

    Type:Product Issues
    Status:
    Answered
    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 entered a contest for my toddler girls, I was informed that we had “won” apparently they do this to everyone who enters to try and get customers in to their doors. I was expected to pay a $200 refundable deposit so I did. The sales women then proceeded to take us into a room and quote out every picture. Even there digital prints were $200. Let alone the thousands of dollar portraits she was trying to get me to buy. When I informed her that it wasn’t a decision we wanted to make she informed me that the small photoshop to my daughter’s face for my “free” print would be $200. And sine I had paid the deposit it was even. This place is so shady.

    Business Response

    Date: 02/02/2024

    See attached.

  • Initial Complaint

    Date:01/05/2024

    Type:Product Issues
    Status:
    Resolved
    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 noticed on Facebook a contest from Mallory Portrait studio giving away a free photo session for older dogs. Along with the photo session, the winners would receive; This includes an exclusive:

    Private portrait experience for your pet ($200 value)
    Bonus: Receive a complimentary 14" Fine Art Portrait ($2000 value)
    Access: e-Book project
    Optional: Include HUMANS in your portrait

    I was told I was a winner and called and made my apt. At this time I was told I needed to put. $300 refundable deposit for any damages the dogs may cause. I agreed. I went for the shoot on 11/30/23. Was told we would have a zoom meeting to review the pictures on 12/4/23. I received a call that day saying they were having a system issue and would get back later that week to review proofs. The only time they tried to get back to me was when I sent emails. I would end up playing phone tag for a day since their phone goes straight to voice mail and I can’t have my cell phone attached to me at work. At this point I don’t care about getting the portrait I “won”. I just want my $300 deposit back. My dogs did no damage and never sent anything saying they did. They are 13yrs old and are beyond causing damage. It’s been over a month and I just want my money back.

  • Initial Complaint

    Date:09/19/2022

    Type:Billing Issues
    Status:
    Answered
    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 won a contest hosted by Mallory Photography on Facebook. In order to claim my prize, I had to give them my credit card and a $200 deposit, which would be refunded after my photo session. I had to reschedule twice due to illness and could not reschedule in the time period they allotted me, so I lose my $200 deposit. While the woman told me it is mentioned in the fine print of the contest rules - so I assume they are legally covered.

    Business Response

    Date: 09/26/2022

    According to our records this person was refunded on September 21, 2022.

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