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:11/18/2022

  Type:Delivery 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.

  My child had photos at ******* ***** Elementary on 10/13/22. I purchased a packaged prior to getting the photos completed online. I paid for numerous images, digital images, a year book, and a class composite photo. When I received my photos almost a month later, there was no class composite. I was informed by my daughter’s teacher that they did not do a class photo. I reached out to the company in hopes to remedy the situation, but was met with an explanation saying they don’t do class photos, but compile various photos of the students together but they haven’t done that. I have reached back out to the company twice, with evidence of their package choices that were given to parents and it clearly states a class composite photo that was not given.

  Business Response

  Date: 12/09/2022

  Here is the explanation our customer service department gave the customer: 

   "Hello. Thank you for reaching out to us regarding the class composite. I think there may be some confusion and misunderstanding in regard to what the composite is that is included in some packages, and when it is sent out. The class composite photo is a single 8x10 print made up of each classmate`s individual portrait that was taken in the fall, as well as teachers or the principal. It is not a separate group photo taken of the class or an individual picture of your child. We begin production on these after the absentee/retake day has taken place, to ensure a complete representation of the class. Thank you for the opportunity to address this issue and any confusion surrounding the class composite. Our Director of the Ohio office has reached out to the school as well. Please don`t hesitate to reach out with any other questions."

  This is very standard, industry-wide practice: we will provide the classroom composite product to the customer; it just doesn't arrive with the individual portraits. As stated above, after we photograph absent students and those students wanting a retake (which we did at this school on November 17th), we create the classroom composites, the school makes corrections to them and we ship them after that process is complete. The customer also ordered a yearbook and has not yet received that, as we deliver those at a different time as well (later in the school year).

  On the flyer the customer referenced above, there's a section titled "General Information." The last bullet-point in this section of the flyer states "Class composites ship separately." I've attached the flyer to this response.

  When the customer purchased online (and ordered a B package), the online information states that composites ship separately:

  Package: B      $53.00

  12-Wallets
  4-3 x 5
  3-5 x 7
  1-8 x 10
  1-8 x 10 Composite Photo
  - will ship separately
  1-Yearbook

  After the customer reached out to our customer service department still unhappy with the answer we gave above, we responded:

   "Hello. As stated previously, we begin production on these after the absentee/retake day has taken place, to ensure a complete representation of the class. It is, as you stated, " a composite was meant to mean of the entire class, not an individual 8x10." These have not been shipped yet. You will receive it once production is completed. I am sorry you feel that you are being lied to, but there was never a question if you ordered it or not, or if it was part of the package you ordered. You will receive it, they have just not been completed or sent out yet. Please let me know if you still have questions."

  This was on 11/29/22. The customer has not contacted us again. I feel like this is simply a misunderstanding of the purchased product and when it is delivered. As noted above, we try to communicate in various ways to our customers to minimize such understandings, but sometimes these communications get overlooked or mis-interpreted and I'm sorry that apparently happened in this instance.

• Initial Complaint

  Date:11/14/2022

  Type:Delivery 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.

  My son had school pictures taken October 7th. We sent a check with the order form and the check was cashed by them October 12. However, we never received my son's pictures. The school never got them with all the other fulfilled orders. I have called and emailed numerous times with no response. No one answered the phone and you're forced to leave a voicemail. I have documentation showing they cashed out check.